Due to the breach in security at Target, my bank sent me a new card. I just got the card and yesterday gave it to the girl at the front desk at my gym. Go to my gym today and was told that I am behind on my payments and have incurred a $28 late fee charge. Called National Fitness and was transferred to billing and collections. I cannot remember the girl's name that I spoke with but she provided me with terrible customer service. Told her what happened and she said that she could refund half, asked to speak with a supervisor and was told SUPERVISORS DO NOT TAKE INCOMING CALLS... I have never been told this before with any business... Asked to have a supervisor call me and was told SUPERVISORS DO NOT CALL BACK IN REGARD TO THESE SITUATIONS... I was and still am irate over this! I have worked in billing and collections for Fortune 500 companies and this is not how you treat a customer and a supervisor's job, especially in customer service, is to take angry customers and make them happy (I know from experience)... I have never been late on any fees with them, just didn't want the late fee charge because it was not my fault. I told her that this is ridiculous and will cancel the card so they will not get any money from me, and she put me on hold for a few minutes, spoke with the "supervisor" and said they will waive it as a courtesy... Courtesy? This is the right thing to do and should have been a no brainer to waive the fee. This company should not try to take advantage of customers. Obviously their sharks when it comes to money and I will be filing a civil suit against them because this is not how paying customers should be treated!
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