A couple of months ago I tried to login to pay my bill on www.fryscredit.com as I have done on time for nearly two years. Over the years I have had some issues namely their archane security setup where they require 3 security questions to do anything.
When I went to login my password wouldn't work. I called customer support and was told the website was down and they were working on it. I waited a week hoping that they would fix it before my payment was due. I tried again still does not work.
At this point I called them up and told them that I needed to make a payment, they were going to transfer me to their automated system, however I managed to misplace my credit card since then. I told them this and they effectively said oh we can send a new card out, which I did and am still waiting for after 3 weeks. Never did they suggest that I could still make a payment without my card.
I knew I would miss the due date but figured that I could get it reversed as they were at fault and I made every effort to make payment including calling multiple times to wait on hold for 10 minutes.
Two weeks after missing my due date, still no card, still no way to pay my bill, I start getting calls which sounded to me like a bad sales call. "Please hold we have important business to discuss with you." Being that they didn't identify themselves I hung up as I'm not about to start racking up minutes for a sales call. After another few more calls, I decided to hang on and see what was so important. It was First Electronic Bank's collections department. Being that I was at work taking this call I ended up chewing out the person on the other line explaining that I would make payment as soon as they made it possible for me to do so. She was uncaring and suggested I should have payed by mail. I would if I was getting a paper bill, but I don't. I was angry and ultimately hung up.
Later that evening I decided to see if their website was back up and make a payment online. This time instead of my password being wrong, my account was "locked out" so I called up to get it unlocked, this had happened to me before so I was hopeful. In asking about the locked out account I was told me to wait a few minutes and try again. However this time after explaining my situation they said they would be able to transfer me to make a payment over the phone. They sent me to a human to pay my bill over the phone. They normally charge for phone payments but said they were waiving that fee, how nice of them.
In paying my bill they of course wanted me to pay my next's months bill, plus lasts months, plus a $29 or $39 late fee. I explain the situation and tried to reason with them to have them remove the late fee. I ended up pay last months bill plus the late fee.
I made every effort to pay my bill on time including spending over 30 minutes on my cell phone. However what galls me is that they offered to remove the late fee if I payed a substantial payment towards my card, they wouldn't name a number as I asked how much that would be.
Long story short this can only be related to their inability to update their website to follow new credit card regulations where they are required to show you how many months it would take to pay off your card using minimum payments. However to be told lie after lie after lie only frustrates me and goes to show how unethical this company is. Their inability to remove late payments after I made multiple attempts to make payments online and over phone is inexcusable.
So in hindsight I would never likely a store credit card who home base is in Utah, Draper or other credit haven where overcharging on interest and offering poor support is OK. Take note when RAPE is right in the name of the city your bills come from. I will also make all future purchases from an electronics company other than Fry's.
Companies of the world know that if you screw me on your credit cards my lifetime value drops to 0. This has been the case with Pay Pal, GE, and now Fry's.
Had I not read that they were lying to other people about their website issues I would not be writing this complaint.