Dell Financial Services has proved to be a nightmare despite multiple interventions from State Attorneys General's offices. Most of their bad actor practices continue. I took out a 12mo/0% interest plan to purchase a laptop. I'm quite familiar with the terms of these plans — make at least the minimum monthly payment, but make sure you pay the balance in full before the plan expires, or you owe the entire accumulated finance charge from day one of purchase.
I paid the last payment to bring my balance to zero prior to the expiration of the 12 month no interest plan, the payment was credited one day prior to the expiration of the plan on my statement, and Dell charged $80.21 in deferred finance charges five days later, despite having a zero balance. They also billed a $9.95 convenience payment fee for using the website to make an online payment. No "same day" payment service was requested, much less required, but they billed it anyway.
Attempts to call customer service were met with 30 minute hold times, the maximum length you can hold before your call is automatically disconnected. E-Mail support requests received automatic acknowledgments but absolutely no human response, despite multiple attempts.
Worst of all, just to protect credit, making a nominal minimum payment online has become impossible because their online payment system through Checkfree is down repeatedly.
I filed a BBB complaint with the Austin bureau and will follow up a copy to the NY State Attorney General's office.
It's shameful that a company cannot provide even a basic level of customer service to handle billing errors like this, and the only way to protect yourself is to at least make a minimum payment while you pursue a refund so that the company does not bill you late fees or damage your credit.
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