Good morning!
Not sure how to start this e-mail or even if I am emailing the right department but here it goes:
My Name is Martha. My husband had a Chase credit card up until Monday when he decided to close the account. He used one of the checks with a low interest to pay off a higher interest card that I had. On the first statement we noticed a charge for $27.67 for a payment protector -1888-314-4371 that he did not request. He called the credit card company (Spanish line) and was told he must have signed a document requesting the protection. He explained there was no signed document requesting the insurance since the only document signed was the check to do a balance transfer. The Chase representative transferred him to the Payment Protector Customer service Spanish line. He spoke to a customer service representative on 10/16 and requested this insurance canceled.
On his second statement due 11/5/09 I noticed a second charge for Payment Protector in the amount of $27.29. On 11/3 my husband again called the credit card company (Spanish customer service) and it was verified that the insurance had been canceled but due to the billing cycle the charge was added again.
He was then transferred to the Spanish Payment Protector Customer Service department. A representative by the first name of Amid told my husband that once the insurance was canceled the system blocked the account and no credit could be given. I have never heard of such a thing as I have worked myself for A Credit Company and we gave requested credits all the time. I asked my husband to call and ask to speak to a supervisor. I asked him to call in Spanish because it was his account and due to the privacy law they would probably not allow me to discuss the account. He then called Chase and the representative advised my husband that he did not know why Amid told him such thing and that my husband would have to call that department again and ask to speak to a supervisor. After being transferred, the same representative (Amid) answered the call and once my husband verified his information, the representative very rudely told my husband that he had been the representative that took his call earlier and that he had already explained that no credit would be given! My husband very upset request to speak to the manager. He was then transferred to a manager in charge that night by the first name of Billy Joe. My husband advised Mr. Billy Joe that he was giving the phone to me as I was the one paying the credit card and I understood a bit more about charges and credits.
I explained to the manager what my husband had been calling about and after many transferred calls we would like to have this resolved. The manager was just as rude as the representative and said that because the insurance was canceled on 10/16 and a credit was not requested then, he could not credit the account for the charges! I then asked to speak to his supervisor and he stated the other Spanish speaking supervisor would be in the next day during the day time. I was very upset and told him I would call again and speak to someone on the English line as I knew how to speak English and also advised him that I used to work for a credit card company and I never heard such an excuse! I called the English customer service line for the payment protector and when asked for my account number I explained the young lady why I was calling and all the hassle my husband was given on the Spanish line and asked if she would be able to help me or was I wasting my time again? She nicely told me that she would transfer me to her supervisor in charge and he would be able to help me. After the supervisor verified with my husband that he could discuss the account with me, I explained again what my husband and I had discussed with the Spanish customer service rep and supervisor. Mr. Lanham listened very patiently as I let my frustration out and then I apologized. He then advised me that he saw where the insurance was added in April and charged on the October and November bill. Without any questions he advised that both charges would be credited to my husbands account and should show in the next 2-3 statements.
I am very unpleased with the way the Spanish speaking representative and manager handled the situation. Not only did my husband not authorize the charge but we were also given a very rude attitude and unacceptable excuses for not being able to credit the account for an insurance not requested.
They have no document to show that my husband request the charge as they said, but the representatives where very rude, and had no customer service criteria. The Spanish line is there to help Spanish speakers who regardless of language barriers are as much as good consumers as anyone else.
Its unfortunate that consumers regardless of race or language are taken advantage of by adding insurance that is not requested or not giving any credit because some of them would rather pay the monthly insurance fee in order to avoid dealing with this kind of customer service representatives. They are talked to as if nothing can be done and would prefer to let it go than speak up.
I am not even sure if anything can be done about this kind of service or insurance companies but it would be nice if someone can show proof of requested insurance by sending a copy of the signed document.
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