I attempted to make a payment over the phone after I missed receiving my bill in the mail. The operator did not enter the information I provided correctly. I have entered plenty of bank information myself in my work position, so I know how important it is and the operator read the information back to me and it was provided correctly. I don't know how it was entered incorrectly after that point. However, the payment didn't go through, so I had to call back after getting another bill with additional late fees and attempted to pay again.
At that time, I was told that the late fees would be waived and the payment was made. It took a month for the payment to clear. I received ANOTHER bill, this time with 3 months worth of late fees and finance charges. I was told I could AGAIN make a payment by phone and then the late fees would be waived. I chose not to pay by phone, to ensure there were no more issues and was told I would need to pay in full and then call back to get the late fees waived.
When I called back, I was told that the late fees would NOT be waived as I have reached the maximum allowed of one waiver per year even though it was YOUR error. The reason I was given is that they had attempted to contact me by phone about the original payment not going through.
I have NEVER had a single message on my phone related to this issue. I understand that privacy issues do not permit you to leave detailed messages, but I did not even get a message saying "There is an issue with your Sears card, please call XXX to resolve this issue". This is the standard message for all other companies I have ever had any issues with.
So, due to an input error by one of their operators and due to their operators providing me with incorrect information when I called the second AND third times, I was charged $133.33 for a $32.33 purchase!
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