Below is the actual letter that I had to send to the actual store and corporate office. It explains everything.
14951 North Dallas Parkway, Dallas, Texas 75254
February 11, 2005
Never have I had such a problem with a store or credit card company. The local CompUSA store (Newport News, VA) where I bought two computers over two months, caused an error in my statement. On top of having a mix-up in computers the night I bought the second computer, it seems like everything that could go wrong with this account has.
In January, when I purchased the second computer, I requested an exchange of the Gold warranty to the Silver warranty on the e-machine I bought in December. That is a difference of $63.00. I was told, no problem. I also was told when I bought the second computer that I would have the same promotion in January that I did in December, 12 months, no interest. This was not the case.
Because I split the purchase up on two cards, there was a problem with qualifying for that promotion and I had to have someone from the store call Credit Services to confirm that I did qualify. After the gentleman that helped me buy the second computer, John Brogdan, tried to handle this problem for me and couldn't , I had to have the General Manager, Jesse Horner, call Credit Services to verify that I qualified.
I been trying to get this straightened out since January 21, 2005 speaking with both Mr. Brogdan and Mr. Horner on numerous occasions. On January 24, 2005, I wrote to Mr. Brogdan again, asking if he had any progress with my problems because I wanted to get this taken care of before the bill due date. He said no and that I should call the 1-800-365-3804 customer service number. On January 25, 2005 he said that he talked to Credit Services and that they said they would review my account and get back in touch with me. No one ever did.
When I received my statement, I noticed that both the credit was not on the statement and the promotion time was not changed. So, I had to get in touch with Mr. Horner again and have him call and get this straightened out. Per an email that he sent me on 2/7/05, he said that he sent the required information to CompUSA Corporate and Household last week and he wasn't able to tell me when it was effective, but said to make a payment until we got these problems taken care of. (Because, ironically, I was worried about being late on my payment.) My husband went down to the store tonight and spoke to the Manager on duty because Mr. Horner wasn't working (5 pm 2/11/05). My husband was assured by this other manager that these problems would be taken care of.
When my husband got home, I went online, viewed my account statement (which didn't show the credit yet) and proceeded to make a payment online. I accidentally scheduled the wrong date of February 25, 2005 to have the bill paid. My bill is due February 12, 2005. So I called customer care to have the date changed and was given another number because she couldn't access my account.
When I called this other number, I was told by your "customer service" rep, Donald, that by my payment being two days late, I was going to get charged a late fee of $35.00 and I should pay $15.00 to have it over-night expressed to avoid the late charge. This was unacceptable. This whole thing was not my fault. I have been continually inconvenienced. I mean, we all make mistakes but why should I have to pay for other people's mistakes? I am not late in paying my bills. This time was no exception. A minimum payment of $24.00 is due. I am paying $120.00.
Tomorrow is Saturday (February 12, 2005). Is there even going to be anyone processing payments on Saturday? If not, would my payment have to wait until Monday to be credited? Then would I be charged a late fee? This is not customer service.
I am forwarding a copy of this e-mail/letter to the Corporate Office and to the local CompUSA store. This will be the second letter of complaint that I've sent to that store.
I will be prompt in paying off this account and washing my hands of both CompUSA and Household. I expect not to be charged a late fee.
Newport News, Virginia
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