On 02/07/06, I was able to speak to Phil Garner (supposedly somone in authority) at FCCC to get get some answers as to why some of my creditors have not been paid in over 90 days and I have to be honest - it was a negative and unpleasant experience.
When I tried to explain my situation and the fact that
any and all problems in my account stemmed from errors
made by FCCC personnel, Mr Garner became defensive,
annoyed, incredulous and condescending. His customer
service etiquette was well below standards and it was
obvious that he was unprepared to provide me with
assistance.
FCCC is clearly in turmoil. They are understaffed and
overworked and it will take many months to correct
their situation. They are, at present, unable to
effectively follow through on their committment to
their clients. Mr Garner actually said that I have to
understand that they have 20,000 other clients that
need their assistance. To me, that was a clear
indication that I am viewed as somehow less important
that the other clients - a notion that is completely
unacceptable from any customer service perspective.
In the end, I was UNABLE to get the answers I needed
concerning the many errors in my account. He told me
that he would check the status of the late payments
and "get back to me." Given FCCC's track record with
the mismangement of my account and poor customer
service I didn't even expect a call back (I never did!)
I really had not envisioned being in a worse situation five months after joining the program, but, incredibly I actually am. When I informed Mr Garner of that fact he actually questioned my reasons for joining the program!
His exact words were "If you were never late with your
payments why did you join the program?" My late accounts are acculumating last fees and have returned to their high interest rates - the balances are going up not down!
FCCC has done a significant amount of damage to my
credit history through their inability to process my
monthly paymnets in a correct and timely fashion. At
this point I no longer need platitudes or excuses - I
need immediate results because time is against me. Their cusomer service department representatives can only tell me that my account is in "research" and that they cannot provide me with answers or resolutions.
My creditors are demanding payment and my credit history
is being comprimised in a manner that will invariably
take months to clear up. I am still getting calls
every day from collections.
I HAVE HAD IT!
Dimitri Deglas
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