My wife and I made a payment 9/10 of $250.00 to the above account. On 9/17, CareCredit reversed the payment stating they never got it and charged us a late fee. We called customer service who stated we had to send a copy of the cancelled check. A copy of the cleared check was sent twice on 9/25 (See attachment).
Several follow up phone calls were made to Customer Service and they stated they never got the copies. They stated it was clear we had not sent them. We sent more copies of the cancelled check. On 9/28, Customer Service acknowledged they had gotten the copies of the cancelled check and had sent them to the Account Research Department to clear up the problem. Customer Service stated we would hear from them in 7-10 days.
We called 10/4 asking about progress on clearing up the account. The Customer Service representative stated we never sent the copy of the cancelled check. Copies were sent. On 10/17, we called and were told that the copy of the cancelled check did not prove that payment was made. We had to have our bank send a letter directly from our bank stating the check had cleared and was made out to GE Money Bank. This letter was faxed on 10/1.
CareCredit sent a letter to us dated 10/19 stating the September payment had been made. When we checked our payment history online, the reversal of the original payment was never cancelled. Many phone calls have been made to Customer Service with no resolution to the problem.
Tonight we called Customer Service and talked to Kyle and explained the problem. He agreed there was a problem but that nothing further could be done. We had no recourse. We asked how we were going to get our $250 back. He stated that all had been done and that we were at an impasse; nothing further could be done. He stated that we had to send a copy of the cancelled check and a letter from the bank again. When we told him that had already been done, he stated that there was nothing else to do. He said that we were being uncooperative because we would not send in the documentation again. He then gave us an address for writing a letter about the problem.
You would think Credit Care would see how ridiculous this whole problem has been. We have had to jump through a lot of hoops to prove payment was made for a problem CareCredit created. Now, we are being asked to do the same thing again. This makes no sense. The resolution to this problem is simple: reverse the reversed payment entry made on 9/17.
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