On 10/5, I called to find out what my outstanding balance was and to make arrangements to pay on past due account. After discussing account arrangements weren't reached, but I called back on 10/6 and made arrangements with a person named Kyle who stated he was a supervisor to pay the entire amount of $559.32 The payment was made via Money gram the same evening of 10/6/06 (I have receipt that confirms this) and I called on Saturday 10/7/06 to provide the confirmation number. I called on 10/10/06 to confirm receipt and to see why there was no available balance, to which I was informed that there was a 5 day hold on my account along with a $10.00 late fee.
This representative told me that the late fee was added on the 10/6 and I asked her why they didn't inform me when I spoke with them so that it could have been included in payment. After getting nowhere in this situation, I waited for 5 day hold to clear. On 10/16, I called and spoke with male representative who stated that hold would be removed at midnight that evening. I called to confirm hold was removed on 10/17 and it wasn't so I spoke to a representative named Lisa. She stated that she had removed hold and as a courtesy removed the late fee. I tried to use the card for a transaction, and the hold was still in place.
I called back to find out why it was still there and the male representative who informed me that the account now had a 14 day hold on the credit card. I then asked for a supervisor named Corri who proceeded to tell me that there was a T2 code placed on the account (by Head Office) because of the fact that it looked suspicious to the computer since I hadn't paid the bill for sometime and then paid the entire bill. She also stated that the code had something to do with it being a 'account opened in error' or a 'fraudulent account'. I called 5 times to obtain the telephone number to the 'head office', and in two instances they gave me the customer service number. The others informed me that there was no 'head office' just a fax number to send my inquiries to. This account was originally owned by Capital One who then sold it to MCB.
I find it hard to understand how a payment made via Money gram with cash can be held for this duration of time. While I hadn't made a payment in quite sometime, I paid it in full and there seems to be a lack of consistency and/or knowledge in the policies and procedures of this organization.in all of the conversations that I've had with its representatives since 10/5/06, none of the information passed to me has been accurate or correct.
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