I knew our Mastercard was near limit. Called to find out the fastest way to get a payment processed.
First call was obviously answered by someone who's English skills are limited. Told to go online and make "Rush Payment" and pay the $12.95 fee for the service. We needed a car rental fast, and the rental companies we called all indicated they would put a hold on far more than the fee expected. That is another report.
Did as told, and the largest print part of the form stated the payment would be posted on the date of payment, Oct 16.
Checked-in the next day, Oct 17, at the rental office. Card denied. Called customer agent again. This woman didn't even know which part of the world CA is in, and told me if I couldn't tell her my time zone, she couldn't help me, but that the payment would be posted "sometime" today, October 17.
I asked for someone who could give me a more complete answer. While this next rep could speak and understand English, she insisted the time of posting would be after 12 midnight Eastern Standard time. Offered to attempt a credit line increase, but could only speak to "primary" card holder, despite the fact that we spent two hours in a Beneficial office two years ago filling out forms to make us equal partners. "We have no record of that."
Husband got on the line and gave the OK for me to do "anything." Her manager said no increase. Thanks guys, but as I had just paid off the card, asked to close it. Well, I was instantly removed from equal partner status, andd thaccount could not be closed because I was not authorized to do that.
I asked for the company's main office address so I could file a complaint. "Illinois" But, in my frustration, I made the mistake of hanging up.
Next rep was of no help because she decided the home office was in Salinas, CA, and they had no phones. Address was the same I had asked about earlier, as I knew their office is right down the freeway. She simply started reading off a PO box address. I asked if that was in Illinois, and she reminded me I had not let her give me the Zip code. Not necessary, I live down the block.
Her manager was next. The posting time was now changed to midnight Pacific time. His interpretation of the equal partner status was that I should have filled out forms he would be happy to mail me. Would those be the same forms we filled out two years ago?"We have no record of that."
At every turn, his monotone robot voice would utter "I apologize" and he would sigh. The home office location is top security, I guess, because the mail I would be sending only was to Salinas for sorting, and routed, and I could expect a 4 week wait for an answer. As I am 22 months and holding for the last answer requested, I will not hold my breath.
So kids, for an exhorbitant interest rate, $12.95, and the possible time zones for posting being a choice of three, and the inability of remaining an equal partner for more than 20 minutes, I have no car. I have no way to complain because no one knows where the main office is, nor who could possible be the one to reply.
Every rep had different answers, all told me they were absolutely sure his/her version was policy, and none of them could care less because they will never be held accountable for their actions/responses.
This whole matter of the independant answers and lack of knowledge is puzzling because HSBC's phone recording evaluators called me voluntarily when they picked up my obvious irritation with a rep from their company who called me, and went off like a rocket when I asked him to repeat himself as he spoke poor English and I wanted to be sure I wasn't signing up for something like the "life and disability insurance" that would be charged for, but modified the next day by eliminating the disability part. Their attention to detail on that matter was a far cry from the mess of this week. They CAN do it. They just don't care anymore.
Why me?
Salinas, California
U.S.A.
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