CompUSA and it's financial partner HSBC engaged in an ongoing denial of responsibility regarding an issue about a same-as-cash promotion that has been going on for about 5 months now.
I purchased items in excess of $1000 following a 18 months same-as-cash promotion in February, 2007.
The delivery process was a nightmare, with all kinds of roadblocks due to lack of proper paperwork handling on behalf of their on-line order handling. Then, the rebate process became the second ordeal. Although not CompUSA's fault, they did never reply to many complaints about the troubled rebate process that I issued to them.
And finally, the most troublesome of all: HSBC disrespectul and indifferent handling of the transaction.
First, they posted a big chunk of the transaction (split some how in three parts by the wizardry of the Compusa Order system in three parts) as a regular transactiion.
Following my complaint, HSBC proceeded to place a dispute on the charges which lasted about 4 months. They requested at least 4 times all supporting documentation (by this time already a file of more than 30 pages) with transaction details, letters of explanation and even proof of the promotion that they keep on their records.
I was bounced back and forth between customer service departments of their intricate organization layers always with excuses about not addressing my complaint to the appropriate instance. Faxes were sent 3 times and two times I visited the CompUSA store in Clearwater, FL where nice customer care people tried to take care of my case but apparently didn't have enough power to get the message through.
In late June, I received notification from the HSBC "Retail Services deparment" signed by Promotions Specialist Mr. L041 stating that (despite the overwhelming evidence) my purchase did NOT (????) qualify for the Same-as-cash promotion. The dispute was cleared and I was assessed intersest fees on the purchase.
This is the most important violation of all on behalf of HSBC, as they even stomped on the ongoing promotion of CompUSA of 6 months no interest on any purchase with the CompUSA card for $199 and up.
At this point, I have 3 entries on my credit report for the same card. Though none is negative (CAN'T be as I have been paying well ahead of the due date and always way above the minimum), one is showing the account as CLOSED with a balance (AMAZING!), one with Zero balance and one with a dispute.
I received ONE personalized email from CompUSA mentioning that the situation should be fixed within 2 to 3 billing cycles, and one from HSBC, requesting me to fax the supporting documentation. Both were received in February. After that, the only communication back has been autoresponder replies to my various email notifications, and that despicable letter with the cryptic signature from HSBC "Retail Services".
The most puzzling aspect is that amicable efforts and approaches don't seem to produce ANY kind of response. How does this work?