First Equity Card
PO Box 84075
Columbus Georgia 31901
U.S.A.
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First Equity Card Credit card company failed to mail the first bill; after payment received they charged fees and closed account Columbus Georgia
1Author
0Consumer
1Employee/Owner
Recently we responded to promotional letter from First Equity Card and applied for their business cards for our small business. Shortly after that we received our 3 business cards. It was sometime in July 2007. Everything was good until September, when one cardholder noticed that card is no longer working. I called customer service on Sep. 05, 2007 and learned that account was closed because bank did not receive our payment. I told customer service representative that we never received their first bill. Representative was polite and understandable. We arranged an immediate full payment of $2,719.26 over the phone, and they agreed to remove late payment fee and waive fee for processing over the phone. I was assured that our cards will be working again. However, on September 10th payment by First Equity credit card was declined again. I called customer service and learned that in spite of receipt the payment, card was closed following the corporate policy. On Sep. 11 I faxed First Equity Card a letter, explaining the situation. I called them again on Sep. 14, and customer service rep. confirmed that they have received the fax, but did not change their decision. I talked to supervisor, and she confirmed that the only way for us to get an active account is to re-apply for a new card. I also learned that we have a remaining balance of $30.52. I do not know how it was added to our account after payment in full on Sep. 05. That is probably some fee First Equity decided to charge us. I decided to pay it immediately in full again over the phone, and stop any their future demands about payment. They accepted my payment, and charged $10.00 for processing over the phone. We are convinced that First Equity Card failed to mail their first bill to us. They did not pay attention to our explanation and were not willing to talk to us about their mistake. We request First Equity Card to reinstate our accounts and credit all fees they charge to us.
Alex
Falls Church, Virginia
U.S.A.
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REBUTTALS & REPLIES:
1Author
0Consumer
1Employee/Owner
Updates & Rebuttals
#1 Employee
AUTHOR: Tina - Phenix City (U.S.A.)
SUBMITTED: Wednesday, December 05, 2007
POSTED: Wednesday, December 05, 2007
As a customer service rep for this company, I do want to show you my sympathy, your situation is unfortunate, and is a rare case within our company. although for future information, and also to clear up some things that may have had you enraged to begin with. as a CSR we are only allowed to do so much before we overstep our boundries as employees.
i am happy that you had a satisfying intial experience with our rep. they were correct for waiving the fees for you, and for taking that phone pymt free of charge. although many of those generosities were set at one time limitations. especially the phone pymt fee waiver, thats why the last pymt you made was in-turn charged to your acct $10. i am sure the rep advised you of other options for making a pymt, such as (standard mail, overnight address, web site{firstequitycard.com} ) the web being the best service at free of charge.
Another tidbit of advice I learned, Credit companies are not required to send stmts to customers, the stmt is a courtesy provided by the company. (although it is bank policy that each customer receive a stmt each month..and FE does mail them on cycle dates 4,12,20.) consumer decided to swipe the card, correct? that leaves consumer responsible for debt and although consumers stmt did not arrive in a timely manner, i bet consumer did not forget to put that copier/toolset/fuel purchase/business trip to good use. and that is what we wish every Customer understood on a daily basis. we are just the messengers.
