I made a purchase for a physical product using my Imagine credit card account, but I never received it. I reported this to Imagine support and explained my situation. The agent agreed to investigate the charge and issued a new credit card to prevent further charges from the merchant. I received my replacement card, but the transaction amount still shows up on my account balance until the investigation is complete, at which point it will be credited back.
Today, I received an email from Imagine stating that a late charge of $25 had been added to my account for late payment. I called the customer service number and reported the late charge. I explained that my only charge on the account is pending a fraud investigation and that I did not need to pay anything until the investigation was complete.
The agent informed me that she was waiving the late fee until my case was resolved, but that it would take up to 60 days for a resolution. I further explained that this late charge would negatively impact my credit report if it was not resolved quickly. The agent assured me that the issue was under investigation and that she would contact me once it was resolved.
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