When Commercial Health Network (CHN) first contacted me about doing business with them, I told them that I would pay the $299.00 fee but only in order to get the credit cards that I needed. I stated that I wanted no other services in insurance or benefits in which I didn't need.
Their customer service rep. Told me that I would receive these benefits regardless of whether I used them or not and that I would receive my credit cards within 15-20 business days upon withdrawal of my payment with no extra fees attached. At this time I gave my account information, personal demographics, and ordered two MasterCard's; one for me and one in my husbands name as well.
Their company withdrew $299.00 from my bank account on May 19th. I then waited a month before I received their package stating I would have to pay an additional $75.00 for a credit card application and processing fee. When I called about this concern I was told I would have to wait another 15-20 business days after this payment was made to receive my cards. I was very misinformed! I continued business with them and the $75.00 payment for my credit cards was made on April 23rd; again this was after I had to wait a month to receive their package by Federal Express.
I made various calls and attempts to get answers from their company in a four month period as to the status of my cards and was told to continue to wait. Throughout these calls I was given many different answers to my questions and told that there were no notes as to my prior conversations or concerns.
Their company told me in June that MasterCard had made a mistake and to continue to wait and they would re-send my information to the bank that was processing my cards. After waiting another month, their company informed me that they had been the ones to make the mistake in submitting my information to the wrong authorizing bank and proceeded to tell me that I hadn't received my cards because I must be having a streak of bad luck'. This comment was very offensive, inappropriate, and unprofessional.
I was then told that CHN would directly mail me my cards and rush them to me. This last conversation took place July 26th and I was told I would receive my MasterCard's no later than Mon. August 9th.
On Friday August 20 I had still not received my cards and sent them this same letter. I talked to another customer service rep. On this day and they told me to continue to wait and that my cards should be there in a couple days, he also told me that their company does not directly send out cards (again different answers than before), at that time I asked for their address and wrote a version of this same letter.
I waited four months to receive my credit cards and had terrible customer service from their employees. This negligence also caused my family many personal and financial hardships. My husband travels year round for work and depends on a credit card for hotel and living expenses. We had also turned down many other offers due to waiting for a card to arrive from them.
As you can see, this has been a ridiculous, frustrating, and completely negative experience. I continually requested that their company get me my cards immediately and/or get me my complete $374.00 refund, in which neither has happened. The negligence and lack of professionalism I have experienced with this company has been of great concern as a consumer.
I have also case noted over 15 phone conversations that I have had with their customer services reps and have taken this matter to the Better Business Bureau of Las Vegas on two separate occasions, in which I have not heard back from either time, this is also very concerning and quite a let down.
I am able to provide copies of every letter, BBB complaints, and phone conversations if needed. Thank you for your concern and help in settling this matter.
Amanda
Grand Rapids, Minnesota
U.S.A.
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