• Report: #135378

Complaint Review: Circuit City, BankOne

  • Submitted: Thu, March 17, 2005
  • Updated: Wed, June 15, 2005

  • Reported By:Dayton Texas
Circuit City, BankOne
circuitcity.com Houston, Texas U.S.A.

Circuit City, BankOne Ripoff Neglected to enter correct billing address Sent bill to wrong address Reported to credit bureau without cause Houston Texas

*Consumer Suggestion: The issue has been RESOLVED!

*Consumer Comment: Update the supervisor had declined our request to "re-age" the account

*Author of original report: Circuit City,Bank One I have tried to talk to someone numerous times by phone with no results.

*Consumer Comment: be nice just think about it. Its up to you.

*Consumer Comment: Customer Service Complaint Circuit City may not be responsible for the customer service of BankOne

*UPDATE Employee: CircuitCity and BankOne

*Author of original report: verification of complaint

*UPDATE Employee: You are upset at the wrong person

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We purchased a Sony television on 10/18/04 from Circuit City in Houston,Texas. The terms were 0% interest for 24 months. It was purchased on an account that I had opened several years prior. When the salesman pulled up the account I noticed the old address and advised him then of the new address. While he was setting up the delivery, I again advised him of the new address. He evidently did not correct his system. We did not receive a bill, and in January I received a phone call at work, demanding payment via credit card over the phone. I informed him that I do not make it a practice to give out my credit card numbers over the phone, and told him that I would send out a payment that day. He told me that he would wave the finance charges that had been charged to my account if I made the payment.

I mailed the check that day and it took them 12 days to process, therefore, incurring another late payment and more finance charges. We then received a letter dated 1/29/05, stating that we had 30 days to dispute any of the charges made to my account from Nicole Carter, Account Management Department. A letter was sent out by us on 2/2/05 outlining all of the above, as we were unable to reach anyone by phone. You can't get past the automated system to speak to a live person, even though a phone number is included in their letter. Even though our letter was sent out well within the 30 days, they have still posted a negative entry on my credit report. They are showing me as having paid 60 days late, when I did not even get the bill due to their salesman's neglect. We have asked that the negative entry be corrected, all finance charges applied to be waived, and proof that my credit report has be cleared.

I have always prided myself on a Beacon score of 750, and this came to my attention when I applied to my bank for a $55,000.loan. The loan officer thought it was a little humorous that after 4 straight pages of perfect entries, this shows up at the very end. Needless to say, I was not amused. I have paid this month's bill and am waiting to see what they have tacked on to the next month's statement. I will then pay the balance in full, minus ANY finance charges, and will never do any business with Circuit City or Bank One (the company they use for their credit account).

Dayton, Texas

This report was posted on Ripoff Report on 03/17/2005 10:25 AM and is a permanent record located here: http://www.ripoffreport.com/r/Circuit-City-BankOne/Houston-Texas/Circuit-City-BankOne-Ripoff-Neglected-to-enter-correct-billing-address-Sent-bill-to-wrong-135378. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

The issue has been RESOLVED!

AUTHOR: Don - (U.S.A.)

Our letter the President/CEO of Chase/BankOne, dated 5/18/05 resulted in a response on 5/25/05. He has informed me that the issue has been resolved and issued a refund check for all finance charges that have been paid to date. Also came a copy of the letter that will be sent to all three credit reporting agencies to correct my 60 day late payment status. I would therefore like to tip my hat to the President and Customer Relations Specialist for finally listening to what I had to say.

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#2 Consumer Comment

Update the supervisor had declined our request to "re-age" the account

AUTHOR: Don - (U.S.A.)

We finally were allowed to speak to a live person at BankOne/Chase today. I had to go through the manager of the store where the purchase was made. I spoke to a gentleman named Sherman who asked if he could give me "excellent customer service" I almost laughed out loud. I explained the entire situation to him and he advised me that since they had sent a letter in January and we had not responded, even though we did that very day, that the supervisor had declined our request to "re-age" the account. When I asked to speak to the supervisor that had made the decision, I was informed that he did not know who it was, as they are not required to sign off on their decisions. So I asked to speak to any supervisor, and was connected to a Yolanda, she informed me after I had explained everything to her again, given her the name on the account, the account number and the last four digits of my husband's SSN, that she could not discuss it further with me, that she needed to speak to him. When I put him on the phone, she basically told him there was nothing to be done, that becaus the original bills had not been forwarded back to them, the new owner of the home had just thrown them away, that they would not reconsider correcting the account. Again, all we were asking was for them to remove the 60 days past due, and re-instate the 0% financing agreement. He then informed her that we would post on your site, as well as sending letters to Tom Martino, and inform everyone we know in every venue we can find about the way they treat customers. And as a side note we purchased a new dryer from Sears today, whose customer service has always been above and beyond what anyone could ask for. From here on out, anything that would have been purchased through Circuit City will now come from SEARS. We will be paying this account off early, so they will not get the finance charges from us, as well as sending copies of this report with a letter to the President of Chase/BankOne.
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#3 Author of original report

Circuit City,Bank One I have tried to talk to someone numerous times by phone with no results.

AUTHOR: Don - (U.S.A.)

Thanks Tom, For taking the time you address this problem. How ever I have tried to talk to someone numerous times by phone with no results.I am either on the phone getting transfered all over the planet (I think I landed in India)or speaking with someone who does not speak English very well. I'm sorry that is NOT customer service. I also drafted a letter on 4-5-05 asking for the finance charges to be removed again,and again no response !!

As I have stated before my credit is perfect except for this small and very small (60 days and $40.60) in the rim of my credit and financial status. Since this rodeo began,I have purchased a 3rd home and have been approved for another along with a Bank of America and Prosperity Bank line of credit !! All on credit.My beacon score is again at 748.At this point it is all about the principle !! Circuit City and Bank One (now Chase) do not take care of Business !! In fact, Chase just mailed me a CC application. What a system they have working. "ANOTHER JOKE" If I thought it was worth my time I would phone them but it's not.

I have paid my bills on time since 1973 at age 17 when I was granted credit on a new vehicle. I'm so disgusted with Circut City, I intented to just pay in full so I could cut my ties. But I have elected to just excellerate. I love using OPM (other peoples money).

After I cut the ties, I will never Darken A Door of Circuit City Bank One or Chase Bank. And I will pass on my story to all my friends, neigbors & coworkers.

Thanks Tom, for your advice, & allowing me to make my point, but this will not go to collections or to a judge, I just will not pay the $40.60 in late fees. They will get the money for the television, but nothing more.
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#4 Consumer Comment

be nice just think about it. Its up to you.

AUTHOR: Tom - (U.S.A.)

my name is Tom. I have been a collector of debt in all kinds of genre for 16 years.

I understand your plight. This may shed some light on it for you . Please heed my advise . Think about it for a while , then decide what is best for you.

I am a consumer advocate. i do not relish companies walking over consumers. I also do not relish consumer abuse of companies either.

The problem is , the company sent the 'bill' to the wrong address.
The problem is, its derog on your bureau
The problem is, you have been assessed late fees.

you are not the first nor the last to have a 'bill' be sent out to the wrong addy.

First off: companies everywhere will only allow you to take their equipment on credit with a signed contract stipulating all the rules. It wil outline when your first payment is, how much etc. Saying you dont 'have one' or it doesnt sy that -is dubious as it must and always does.

Second, every company isnt out to 'get you' . They do not WANT anyone on their overdue list. They WANT everyone to be current and just pay for the d**n equipment as agreed so they can sell it low maintinence. They have to PAY people to call you and collect over due accounts.

By law, the creditor must made an honest effort to notify by reminder that the payment is due. But in fact is NOT law in any way that if u 'do not get a bill' -you dont owe the payment. Its in the contract when you owe the payment.

Many, many people, have tried -and have always failed , before a judge stating 'i didnt get a bill' as the reason for default. The courts have been pointed out the obvious that under this rule everyone could 'claim ' that -and who could ever prove it otherwize. So the courts have ruled this.

If the creditor can claim it was your last known address, and thats where they sent the bill in good faith -whether the post master delivers it -or the dog eats it -or your neighbour wipes his butt with it is not the creditors responsibility.

The onus is on you to PROVE that you gave the change of address to the clerk. I do believe you did - but if you cannot PROVE it -or he DENIES it, then you are out of luck .

The judge will tell you - its your job to keep your end of the contract and make your payment on time -regardless of whether you recieved a bill or not. It is also regardless that you then tried to make ur payment via mail -they post it when they get it and post it. They are NOT out to get you.

Now , i know its not what you want to hear -but im not writing this to help the company , im writing this to HELP YOU.

if you continue to pound your fists and stand on the soap box, you may be perfectly right in your mind -but it wont change your credit or debit your late fees one iota. Your creditor will show you no courtesy at all .

This is how you rectify the situation:

Go to your creditor -do not call. Directly go down there with your hat in your hand and a smile on your face. Deal directly with the manager. If he is not avail , come back when he is.

Humbly and franky tell the manager that you honestly told your clerk that the address was changed. Tell him you appreciate him selling the item on credit and its a great product. Tell him that in case you dont get a bill again -you will be still sure to make your payment regardless.

Tell him you understand the policies, but also that you are concerned about your credit and would like to ask him to please remove it due to mix up -and that there will be no more mix ups. Tell him that you understand that you are to technically to blame for the late charges , but money is tight and considering the circumstances, your intent was not to delay but was merely a mix up , and please if he could remove them.

You will be happily amazed at the result.

Again, if you find this suck holing too much to bear and you go around 'demanding' this or that -i can assure you to find yourself on the wrong end of a dial tone. your credit will still be derog and your money in late fees down the tubes.

just think about it. Its up to you.

tom -gahanna ohio
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#5 Consumer Comment

Customer Service Complaint Circuit City may not be responsible for the customer service of BankOne

AUTHOR: Don - (U.S.A.)

, however, they are responsible for their own. It was their employee that neglected to correct the billing information in the system when it was given to him. An it was also their call station that it took five phone calls to a foreign county (their call station is outsourced to India!!!) to get a mailing address so that I could send a letter. The letter was neccessary because I could not get a live person that could talk to me about this complaint. When I was able to get a live person, they transferred me to a automated system. One number they gave me was not even a Circuit City office, it was a phone sex number!!! I understand that "outsourcing" is less expensive for these companies, but it seems to me that you truly get what you pay for.
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#6 UPDATE Employee

CircuitCity and BankOne

AUTHOR: Chelsea - (U.S.A.)

All of Circuit City's credit applications clearly state that you are applying for a Circuit City Visa with BankOne/Chase Bank. It also says that if you do not qualify for a Circuit City Visa, you will be then be considered for a Circuit City account (still handled by BankOne/Chase Bank). Plus, you are required to sign the application before processing. So, if you chose not to thorougly read the document you are signing, then that's your fault. Circuit City, Inc. is not liable for the customer service at BankOne/Chase Bank.
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#7 Author of original report

verification of complaint

AUTHOR: Don - (U.S.A.)

In my original report, it may not have been clear, but the purchase was put on a Circuit City Account, not a BankOne card. Circuit City uses BankOne for their accounts, but we were not aware of this.

My problem with BankOne is that if they pull my information from Circuit City, they should pull ALL the information, including the new address. I do not have a BankOne Card, and now I will never have one, since I have learned that you cannot speak to a live person.

I sent BankOne the information they requested, the very day I got their letter, even though they said I had thirty days to do so, and they still neglected to resolve the situation. Circuit City was negligent in not providing the correct information to BankOne, however, BankOne was just as negligent when they ignored it when it was sent directly to them.
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#8 UPDATE Employee

You are upset at the wrong person

AUTHOR: Alex - (U.S.A.)

The address that the sales person had in the computer system has nothing to do with your credit card. The only thing the address in the DPS system does is provides a way to look up your receipt in the system if you lose it and or gives a reference for delivery. It sounds like you had no problem with delivery so either he corrected it in DPS or gave good delivery instructions. As far as your credit card mailing address, those records are handled through Bank One. Whenever you move you call the number on the back of the credit card to give your address changes just like any other credit cards you have.
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