This is a copy of the letter I have written to GE Money USA/Care Credit regarding my problems and concerns with them. It will explain all of the illegal and abusive dealings I have encountered from them.
March 3
Ge Money USA
Care Credit
RE: Disputes and Complaints
To Whom it May Concern:
On February 23rd, I called the number on the back of my care credit card 866-893-7864 regarding some concerns I had about my bill.
My first customer service representative was Caroline Brooks, I went over the following concerns with her;
- Account Security (which to my knowledge I had never agreed to)
- Over Limit Fees
- Balance Owed $731.83 when my credit line is only $500.00 and I had never gone over the limit.
- Finance Charges
First of all, I ask that you review the recorded conversations of all of the following discussions I had with the representatives named in this letter. You will find that your representatives are extremely rude and very unprofessional. Second, I ask that you take the time to address this matter properly and we can resolve this issue.
My questions were how I could possibly have a balance of $731.83 when my credit line is only $500.00 and I have never gone over my limit.
When I get my bill I tear off the part that needs to be sent in for payment and I write the check for the amount in the minimum payment due box.
I assumed that the minimum amount due would go towards the $500.00 balance I owe. However after speaking to Caroline Brooks she explained that and I quote
"Credit card companies are out to make money" were her exact words. I was shocked to hear someone representing your company speak in this manner directly to myself the customer.
But it didn't end there; Caroline Brooks proceeded to shatter any confidence or respect I had for your company. After I explained that I paid the minimum amount due each month and wondered why I had all of these fees. I was told by Caroline Brooks that, I needed to read my bill to add the following charges before sending in payment.
She went over the finance charges, account security charge (which I never agreed to this feature) and then add that to the minimum amount due or view and pay the suggested amount due on the bill.
I told Caroline that I usually didn't go over my bill, I just tore off the part to be mailed in with the payment each month. It wasn't until I noticed that my bill kept increasing that I looked over the bill and found all of these fees.
I have fees for the account security feature each month, finance charges on the balance of $731.83, and several over the limit fees. I asked that Caroline Brooks remove the fees to bring my account current. That would only be fair and accurate. You can hear the phone call for yourself. I remained as calm as any human being could throughout this entire 3 hour fiasco with your ridiculous employees. Caroline Brooks also told me that I needed to be more educated and that I need to be more responsible. Cleary this woman has no idea how to deal with customers nor should she have a job. But it gets better! As if this wasn't enough! After she said the previous statement I asked to be transferred to a manager in hopes that someone had some knowledge of how to handle this type of situation. Well my hopes were turned into absolute disgust!
I was on hold for 31 minutes, as you will find on my detailed cell phone bill that I have included for payment! (Notice an entire 3 hours total dealing with your employees)
While on hold the recording repeated please hold while you're transferred to an escalation specialist Finally, a woman (Cynthia Marino) picked up the line with a tone of bad attitude in her voice. When I started to explain the situation to her she quickly cut me off. She told me that I need to not worry about anything Caroline Brooks discussed with me and that I did have account security on my bill and that I did agree to it. I asked her to please prove to me that I agreed to this and how by phone or in writing. She stated verbally! I asked to hear the recording. She told me no! I was appalled. I repeated I can't hear my recording to this agreement? She once again told me no, I could not. I asked why I could not hear this recorded agreement and she said she didn't feel like dealing with it. She was not going to deal with it and she had a million other things to do. She stated that I need to pay a certain amount and continued yapping before I told her that if she wouldn't deal with it I needed to speak to someone who could.
She transferred me to account security department where a woman named Misty helped me. Imagine this; someone actually had customer service experience! But guess what? She doesn't work for you Ge Money! She works for another company who provides this account security service to your customers. I explained to her everything that I had just gone through and she could not believe that the representatives would ever speak this way to a customer. She handled my account security issue and reported the innocedent to your department by email.
Unfortunately I was still left with the same issues as I started with minus the account security which isn't completely settled. I have to actually fill out a form, mail it in, and wait to hear back so my compensation for that is yet to be determined.
I once again called your customer service department where someone claiming to be Miriam Rodriguez a manager took my call. Again I explained everything that had happened and my concerns, and once again to my surprise I am dealing with another customer service reject. She said she was the highest in the company and she would remove 1 over the limit fee. Wow that helps! I am still over the limit, still have over the limit fees and it's your fault that I am over the limit to begin with. But just when I thought it couldn't possibly get any worse it did. Miriam hung up on me! Yes I am serious! This psychotic woman hung up on me. I am so irritated with your employees at this point I can't stand it. I find it absolutely absurd that I have to take the time out of my life to write this letter because you can't provide a manager to speak to.
After I was hung up on I once again called back and spoke with Lucy Aldana, she also claimed to be a manager and just as every other one of your employee's was rude, made ridiculous statements and once again hung up on me.
So GE Money, you tell me? What is the going rate these days for mental anguish? Or pain and suffering? What is the penalty of misleading a customer and fraudulently charging hidden fees? What is the penalty of trickery? How do you put a price on these things and the evident fact that you destroyed any credibility I did have with the Credit Bureau? Let's add all of that up, with interest rate of 23% plus my 3 hours of phone time, and the fact that I have to take the time out of my life to deal with this ludicrous problem, your unreasonable bizarre employees, any fees for a much needed therapist due to this mental abuse, court costs and attorney fees! It seems to me that we have a problem? You now owe me money Ge Money you are in debt to me! The question is how much do you owe me? Ge Money, this is now a battle! I am not comfortable at all with your company having any of my information or these monkey employees with no respect having access to anything of mine. Supposedly I am in debt to you for $731.83 which in reality is $500.00?
Well now I am charging your company with the following issues I have stated above. I recommend that you immediately rectify this problem. Since you do not know how to deal with customers, I will guide you! Clear any charges from this account, close it and lose my information. Fire your monkey farm of employees and start over!
I have every intention of suing you for far more than $731.83. I am suffering as I type this letter of mental anguish. I am in pain and I am suffering because you have tricked me, you have misrepresented yourself and have charged me fees that I do not owe to you. I am so angry and upset because of this matter I could actually have a heart attack, you have caused me to suffer an anxiety and panic attacks for numerous days. I could possibly get in a car accident acting in road rage, or a number of other things could chain react from this pure torture you claim to offer as care credit! This is a complete scam!
Your company provides nothing but agony! The employees that claim to be, Caroline Brooks, Cynthia Marino, Miriam Rodriguez, and Lucy Aldana are abusive, uneducated and disrespectful. Also, these names were not offered to me, I had to do my own investigation for this information as well as additional information I have about Ge Money business dealings. I will air your dirty dealings to the public and legal authorities.
I fully intend to report you to the state attorney general in Florida, the Better Business Bureau, Rip off Report and most importantly all of the credit report agencies that you have access to and have mishandled, lied to, and destroyed my credibility.
Ge Money, I advise that you handle this matter with CARE. It would be in your best interest to CAREfully review this letter, the phone recordings, and you educate yourselves on how to conduct business, and you need to act responsibly! Perhaps you should offer courses on how to use your credit card and how to find fraudulent fees on your bill!
I look forward to seeing you in court. Don't underestimate the intensity of this matter. I have far more issues with your company than just the ones I have listed in this letter. Your company's crimes are illegal and punishable.
C.C. Florida State Attorney General
http://myfloridalegal.com/Contact. Nsf/Contact? OpenForm&Section=Economic_Crimes
C.C. Better Business Bureau
http://www.bbb.org/
C.C. Complaint
http://usacomplaints.com/
C.C. Experian
http://www.experian.com/
C. C Transunion
http://www.transunion.com/
C. C Equifax
http://www.equifax.com/home/
C. C Orlando Florida Criminal Lawyer
Elaine Barbour
http://www.lawinfo.com/expert/orlandocriminaldefenseattorney/
P.S. If you feel that I am acting irate or irrational it is due to the abuse I have taken from your employees and company. As I have previously stated I am suffering from mental anguish because of the outlandish behavior and problems I have encountered from Ge Money/Care Credit employees.
Regretfully,
Jayme
Orlando, Florida
U.S.A.
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