This letter is a formal complaint about your company's business practices and ethics.
I received a telemarketing call on or about July 5 regarding a credit card offer where I was pre-approved, giving me the chance to rebuild my credit.
It sounded like a good deal so I accepted the terms and approved your company to charge me $29.95 on July 12. After much thought and decision I decided to cancel the order.
On July 10 I called the customer services phone number I was given and spoke to one of your customer services representatives, I believe his name to be Ruben, but I did not write down his name.
I was told at this time that he could not find my account information; therefore I could not be charged. I asked him to double check the information I had given him to make sure I did not have an account and I would not be charged.
He did this and still there was no account in my name. I left the conversation feeling as though I would not be charged, and for whatever reason my information had fallen through the cracks, so to speak.
On July 17 there was in fact a charge on my account I the amount of 29.95 which I was un-aware of until August 5 where the were two more charges on my account, 59.95 and 99.95. I called the 800 number on my statement to find out that I was being charge money for a service I believed to be cancelled.
The customer service representative that I spoke to, Julia was extremely rude to me, basically called me a liar. We debated for several minutes about the charges, my account not being cancelled, and whether or not I had received my benefits package. She also asked why I hadn't called when your company had taken the $29.95 out of my account. I was not aware of this charge until I saw these other charges.
I asked to speak to her supervisor or any body who would be able to help me dispute these charges. She would not transfer me; she just kept saying, I can't do that, they will just tell you the same thing I've been telling. She gave me the address to your corporate headquarters Capital First benefits, 18495 S. Dixie Hwy #228, if I had a complaint. I also asked her for her last name or employee ID #, she would not give them to me. I told her that I would be disputing these charges with my bank, and filling a complaint with the Better Business Bureau.
My entire experience with your company has left me distraught and disturbed. I have disputed all of the charges from your company with my bank. Which, incidentally, those charges are as follows; July 17 $29.95, August 5 $59.95 and $99.95, and August 16 $99.95. I have also made a formal complaint with the Better Business Bureau and I am currently seeking legal recourse.
I believe your company is supposed to be in the practice to help people rebuild their credit. At least that was my initial thought. The actions and negligence of your company's employees has proven to be a direct reflection of your company, it's business practices and its business ethics. I would hope that you would properly train your customer service representatives, and your sales agents so experiences like mine are not repeated.
Ryan
South Lake Tahoe, California
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