On December 22 I received a phone call and was told I was a valued Visa card holder and described a program they were offering to preferred customers for $1.95 at no risk with a 10 review period. I was also to receive a $100.00 gas card as well as other incentives free of charge. I was to receive a packet explaining the program to go over and make a decission as to whether I would keep the program or cancel. This packet was to arrive at my home within afew days.
I never received this packet until January 14. The $1.95 was deducted from my account on the 23rd of December. Timing was way off with the delivery. I thought with the Holidays falling at the same time this was not unusual. This was a mistake on my part!
When I was checking my balance on the account I noticed a charge of $54.95 deducted and questioned what it was immediately with my bank. They gave me the name of Consumer Auto Rewards as the charger and gave me the phone number of 1-866-335-2457. The customer service person at my bank could not file a dispute claim since it had not been fully posted to my account yet but had only been posted. The funds had not been sent out yet. I was to wait two days and call in a dispute.
I immediately dialed the phone number I was given to see what I could do about this illegal charge myself. I reached them and spoke to a person by the name of David Webb. He was a Customer Service Rep. For Consumer Auto Rewards. I explained that they had taken funds out of my account in advance of my receiving my packet for review and gave him all the dates and circumstances. I informed him I felt it was done inappropriately and I wanted it canceled and my monies refunded immediately. He canceled the accounts immediately. I asked when I could expect my refund. He started double talking and said he would file a report to the shipping department and check into the delay of sending my review packet. During the conversation that lasted almost 45 minutes he stated the packet had been shipped on the 30th of December and they could not be held responsible for my not receiving it timely. This is why the $54.95 was deducted and that they were in their legal right to do so. However, I should call back in two days and he would give me the status of my refund. The two day period would bring us to Friday. He gave me his name several times during the conversation to make sure I called him directly, stating that he would have no information for me until he heard back from that department. This should be by Friday.
I called again on Friday only to get the same run around. I got a foreign speaking lady who said she would check the account and see what had happened. Again, this conversation got no where. I explained the entire story to her and asked to speak with David Webb. She said he could do nothing more than she could. She put me on hold several times only to come back and say I was at fault since I did not call them earlier. I asked how I could have called them earlier when I has not received the packet before the 14th of January. I realized this was going nowhere and asked to speak to her boss or supervisor. She told me no she was the only one who could help me. I informed her I had the right to take my complaint further. Several times she gave me the same response, that she was the only one who could help me and that she had already checked with David Webb and he turned it over to her. This woman asked me several times if I could prove the packet did not come to me until January 14th since they mailed it on December 30th. The date they say they mailed my packet went from Dec. 30 to Dec. 29th to Dec. 31st during our conversation. Yet they want me to prove I didn't receive it until January 14th. Since it is impossible to prove the actual date I received the packet they inferred I'm lying. Several times during the conversation this woman questioned my honesty so I explained she was giving me no satisfaction and I needed to speak with her boss. She insisted that that was impossible and I had to speak only with her. After 10 minutes of this going back and forth she finally said she would transfer me to her boss Anna Lopez. After being on hold for another 5 minutes she transferred me to not Anna Lopez but Veronica Langdon who was suppose to be her supervisor.
Once again I went through how I was told this program was to be a trial risk free program and that once I received my packet and had 10 days to review it and decide whether I wanted to keep it or cancel and that in the packet was the cancelation instructions. I again went through my conversation with David Webb and the other woman at Veronicas request. Veronica was inferring I was not telling them the truth about when I received the packet and that it was too bad I am dissatisfied but that there was nothing they could do. I asked for her supervisor and she said that would not happen since she was now the only one who could help me. I asked for her boss, stating that unless she was the owner of the company that she had to have a boss. She stated their system does not allow for customers to go any higher than her. I asked for the CEO of the company by name or phone number I was told that would be impossible to get. She stated she would log my complaint with the complaint department and have them investigate my problem. I asked when I would be hearing from them. She stated I would not since it would be done internally and they do not notify customers. I asked how or when I would know the outcome. She stated I would not. I could however write my own complaint and mail it to the PO Box number on the envelope of my packet but it would not get a response either. She informed me that there is nothing I can do beyond what her and I had already done. I lied about the date I received the packet and that if I realy was interested in the packet I should have called within seven days of the $1.95 being deducted from my account. Since I had not done this sorry about my luck. I informed her I had noway of knowing I had to call prior to receiving the packet. She stated it was not their problem and to have a good day. End of conversation.
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