I manage and pay all my bills online. Which is very common for people now days to do. I have been a customer with Circuit City/Chase Card Services for about 5 years now. We have always paid on time and usually pay more than is required. And we have never had a problem with them. We also use the promotions for interest free/no payments for 90 days. Just in the past 6 months we have paid off $2000.00 with them for our laptops.
I went online on February 13, to find out how much we owed for that next statment. It showed that we needed to pay $11.00 by the due date of 04/08. So I decided to pay it right then and be done with it. Then I went online on March 11 to see what and when my next payment due was. To my shock (thinking that i was caught up until -4/08) the company had charged me a $35.00 late fee saying I was late on my 03-08 payment due date and amount due of $35.00. I always save my receipts for my confirmations for payments and went back and verified it said due on April 8 and that payment was made. So I called customer service and spoke with J.J. First. Tried to explain what happened and what the online services showed we owed and paid. He didn't understand so we asked for a supervisor and got Chris Oper#9944963. He still was arguing that we need to pay what is on the statment mailed to us and not what it says online. And I told him that we do all banking online and that they shouldn't have online information if it is not going to reflect the same dates and amounts due as the mailed statements. He then wanted proof of what we were telling him. So I faxed 12 pages to the research department and requested the $35.00 be reversed and that they call me back ASAP to discuss the matter. I faxed and didn't hear anything so i refaxed and saved the confirmation sheet that i faxed, still nothing. They never once tried to call us back. So i decided to make the payment of the $35.00 to catch it up and deal with the problem still. Then I went online to see if they have reversed the Late Fee yet and they actually charged me for another $35.00 late fee. So I called customer service really upset and immediately asked for a supervisor. I got the same operator Chris #44963 i (s the # he gave me this time). He said that no one called because they are not going to reverse. They did get the faxes but that just because the online said that date and amount doesnt mean that is what I need to pay. I have to do what the actual mailed statements say. I told him that is messed up that all the other credit card companies have online information and that their stuff matches their mailed statements. He then argued again that there was never a due date of 04/08 and I told him yes to look at the fax I sent. It is obvious why I made that payment and thought all was well. I then requested that they reverse it and he said no. I asked to speak to his manager and he said he is as high as they get. Then i asked for another way to speak to someone or write to someone higher up and he said there isn't anyone and that he isn't allowed to give that information out.
This company obviously has some problems with their online services not to mention it is very out of date compared to other leading companies. They need to fix these problems because I am sure that there are other customers that have dealt with this same issue.
I have copies of all of the online balances and statment information and receipts for the past 9 months to prove their errors.
0 comments