Since my last statement (May 26) from Newport News, I have been trying to receive a refund of an overpayment of $216.76. I was informed that I needed to contact First Consumer National Bank regarding the refund because Newport News was filing for bankruptcy.
In July, I was informed by a Customer Service Rep at Newport News that I needed to forward a letter to the CMS Processing Center because all accounts dealing with First Consumer National Bank/Newport News were being handled by them. On July 14th I sent a letter to CMS requesting that a refund check be issued. Again on August 21st I wrote a letter to CMS stating that the Customer Service Reps at Newport News informed me that they cannot help me at all. However the number initially given to me is strictly automated and no one ever answers a call (at least in my experience).
On October 3rd, I came upon your Web site and read other reports regarding First Consumer Bank.in one report a phone number for CMS was given and I used that number and a "real" person picked up. I was informed that my letter had been received and it was under investigation and that I should be hearing shortly. Two weeks later I called again saying that I had received nothing in the mail.
At that time I spoke to Pam who informed me that a letter was mailed out on October 13th regarding the investigation. As of November 3 I have received nothing from CMS. I phoned today and asked the Customer Rep, Doris Krinski, to connect me with a manager. After being put on hold for 10 minutes, I hung up and called back. I was then refused to be put through to a manger, even after explaining my situation and the fact that I had contacted a lawyer. The person kept insisting that I let her finish, which I did, and told me that they could not help me and that I would once again have to write a letter.
At that time she simply hung up the phone. I think this outrageous behaviour. At this point I am convinced that I will never see the overpayment returned to me. I would like to see this company answer for their unethical treatment of the everyday consumer.
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