NASHVILLE, TEXAS -- I've been a loyal customer of AmSouth bank for over 7 years and received my first credit card from them, which was an AmSouth Visa card with a 9.9% APR rate. Over the years, my rate was the same and my limit increased due to payments (more than the minimum at times) made on time every month. Now here is where the nightmare began. AmSouth was bought out by Regions and the credit card company transitioned from Amsouth to Regions to MBNA (with a 10.99% APR rate) to finally, my nightmare... FIA Credit Card Services with an APR rate of 29.99%.
I went along with it for a few months thinking that usually with a transition, the rate would increase for two or three months, then go back down to the normal rate as before. But when the rate NEVER decreased, I called FIA and had someone to explain to me why I was paying such a high APR rate when all payments have been made on time and some were more than the minimum. Here is the result I received:
I was on hold for 34 minutes. The first person I spoke to thought I was lying; I asked to speak to someone else. The second person I spoke to said I made late payments. When I asked when that was, he couldn't give me an accurate date. I asked to speak to someone who was more knowledgeable regarding the standards and practices of FIA, then the third person put me on hold for 42 minutes because he said he was "checking on my account". Since that didn't work out, I hung up and called back and spoke to a new representative.
Again, I asked why my APR rate increased and the call became more interesting. He said I should have received a notice (in which I did) and that notice had a toll free number (which I called) and I was to tell the person on the line that I didn't approve of the increased rate (which the person I spoke to didn't know what the rate was, nor did anyone around him; he said I had to call another number and send in a certified letter stating I didn't want the increased rate but as an "aside" to me, he was nice enough to tell me that it wouldn't do any good since the rate increase was going through anyway no matter how many "NO" letters they received).
I hung up again (notice a pattern here?), called FIA and asked to close my account. When asked why, I told the rep that no one at FIA could properly explain why my credit rate increased. She only said "OK" and proceeded to close the account.
The ULTIMATE slap in the face was going to Regions Bank and explaining to the "account manager" what happened and if he could get any result from FIA regarding the increased APR since Regions sold the card division to FIA/MBNA. He called FIA and basically said that he had a customer in front who received a substantial APR rate increase and wanted to know why. He goes on to tell the FIA rep that obviously I hadn't read the information.
What?!? The Regions Bank rep made it seem like I was an idiot who never read the disclosure regarding the rate, who never called FIA or even sent a certified letter to say no to the increase rate. When he was placed on hold, I told him thank you for his "assistance" (which he never received an answer because he was being transferred from one area to another) and left. Months later, I closed my account at Regions, obtained a loan to pay off FIA completely and have washed my hands completely of the entire mess with FIA and Regions Bank.
PHOENIX, ARIZONA -- It's too bad I can't post the names of the personnel/employees I've encountered with FIA, because I have many names/ID#s of incompetent/curt/defensive/inefficient/ignorant/unaccountable/unreliable/unfriendly, etc., individuals. I really can't say that I've had a cordial experience with anybody I've dealt with there. Back on July 2009's statement we (Spouse & I) noticed unauthorized charges to our account. Contacted FIA via # posted on statements to address the unauthorized charges. Gave verbal statement followed by signed affidavit, as requested per procedure. Claim was submitted to Fraud Dept.
To my disbelief we received word from Fraud Dept. charges were denied as a fraud claim. I couldn't believe my ears and didn't want to accept that answer and kept questioning them as to their justification and asked to speak with a manager who concurred with the decision. However, I still kept drilling them & asked them who I contact above their authority. Then they suggested that I could perhaps file as a dispute claim!!! I was appalled that they didn't suggest that initially, if I hadn't been persistent I would not have known to pursue that avenue.
I know that it is written on the back of the statement's, however, I would've thought that by calling the Cust Serv. # they would have told me about that option as well as filing a fraud claim. After telling me that I can file a dispute claim they transferred me (via telephone) to the Dispute Department. I was actually greeted with an individual (who was very polite, helpful). I explained the situation to him that fraud had denied my claim.
Asked what do I do now. Was told that "you only have 60 days from the transaction date to file a dispute claim", (we were down to 10-12 days) to file a dispute claim, we submitted the form on back statement, only to find out couple days later we need to submit an affidavit to certify the contested amounts. We accomplished the requests with only couple days before the 60 days ran out. Supposedly, dispute dept will investigate, contact merchant & merchant's banks regarding the unauthorized charges, and contact us if additional info is needed and will respond back within 30 days.
Received letter they received our inquiry (as they put it) and will research and respond within 30 days. 30+ days go by and no word, we contact them and now we're told our case has been transferred to the fraud dept!! WHAT/WHY!!! It's already been processed and denied by Fraud, why send it back??? No justification, no reason, no explanation!!! 90+ days now, Fraud Dept and Dispute Dept are 2 separate entities. One can't speak on behalf of the other!! Call Fraud claims denied transfer call to Dispute, call Dispute Dept transfer to Fraud Dept. Either dept can provide us with a status.
Contacted someone from Customer Satisfaction Dept. and are requested to provide an affidavit for each charge unauthorized, make sure Ref # is provided. Did that!!! Received letters of affidavits received from 5 different individuals. Evidently, each unauthorized charge amount is allocated to several individuals. (I guess this is why no one can answer or address our case), keep in mind 2 separate departments as well!! I am amazed this supposedly "Fortune 500" corp. has achieved that status. I don't understand how they've been able to function. Actually, they don't, but they've been able to pull the wool over a lot of eyes!!!
I know this story is long-winded and perhaps no one cares, but I had to vent. Actually, there is so much more to this story, but I will cut it short (ha ha), and tell you that as of now, (150+ days) our claim/case has not been resolved. I don't know who to contact to get a status on our claim. I have made calls to Fraud/Dispute/Customer Satisfaction (yeah right, customer satisfaction, ha ha), but have only received arrogance, run-around, shifted from one dept to another, all of which have proven to me the incompetence, inadequacies, inefficiencies, and disorganized structure of this company.
Is there anyone who knows how I can get in contact with someone in that company who gives a **???
NORTH CAROLINA -- RECENTLY received this big, white, official looking envelope in the mail from some "PO BOX 53113 in Phoenix, AZ 85072-3113" under the address it reads "IMPORTANT AMENDMENTS TO YOUR CREDIT CARD AGREEMENT." Then the eight page letter goes on to say "changes to your credit card account ending in 0295." Well it happens that I don't have any such card or active credit card account with that number.
Then the long official looking but poorly written letter with sloppy grammar goes on to suggest I visit their "website at www.fiacardservices.com" and to access my account by "calling the toll-free number on the back of your credit card." Then it starts to get interesting with the sentence, "WE INCREASED YOUR APR due to the APRs and balances on this account to a corresponding APR of 24.99%."
Additionally the letter suggests that in order for me to REJECT THIS AMENDMENT to "my account" I must: "WRITE TO US AT FIA CARD SERVICES N.A. and CLEARLY PRINT OR TYPE YOUR FULL CREDIT CARD account number and state that you reject this change"!! "Send this notice ONLY to the address in this paragraph. This mailbox is ONLY for rejection of the Annual Percentage Rate and Default Pricing Amendments." "we must receive your letter by date____ or your rejection will not be effective."
Nowhere in this 8 page document is it explained exactly what the letters "FIA" stand for or which bank or credit card "FIA" actually represents nor provides any phone number or real street address other than various (suspect) P.O. BOX NUMBERS. Well so sorry you slimy kiddies but your heavy handed, official looking, fear tactics didn't work on ME because I know exactly what this sort of document is supposed to look and read like!
AND... even though I do live in The South, I'm not the gullible, illiterate, god & authority fearing sucker you thought I was. So all you've netted for your printing & bulk mailing investment (PRSRT STD U.S. POSTAGE PAID, FIA CARD SERVICES) is this online, PUBLIC CONSUMER ALERT and several scanned copies of your letter sent to Local and Federal Law enforcement agencies! Ciao - and Happy Phishing in the Jail-House toilet bowl.
CARY, NORTH CAROLINA -- What is up with FIA card services? Where does the customer stand? Is customer satisfaction on the agenda? I have never ever received such an awful service. The website is not user-friendly at all and when you try to contact someone through e-mail, no e-mail address? How is that possible? I have not seen one credit card provider with no e-mail address! What is the reason to hide?
Well, their phone service is worst than any other credit card company for sure. You claim it is a 24 hr service. Well obviously every time I call, your system is down and your rep tells me to call again. Fine, I call again, but I dont need to listen to the music for over an hour. That is outrageous and after all no one can help me with my issue even the manager on duty. That is really really sad.
I have dealt with other credit card companies and never had this much issue over a short period of time. The assistances are there to assist and not to argue with the customer. FIA's manager on duty was not going to do anything to make the customer happy, but argue and blaming the customer. I had closed that account 4 years ago and stupid enough re-activated it again and transferred balance. I didnt know whom I was dealing with.
I dont think there is anyone there to make a customer happy and make a loyal customer. It just amazes me that customer satisfaction is not even listed on the agenda to be a priority. I think this company is definitely ruining SunTrust Banks reputation. They need to learn customer service from Discover card and Citi banks.
The issue was that I didn't receive my 2nd bill and obviously there are a lot of other people that have had the same issue. Well, the FIA is blaming the post office and me for not being responsible. I am supposed to pay the late fee and the finance charge that has been kicked in because of this matter. The company is so cheap otherwise they would waive the $39.00 late fee to keep the customer around. They are going broke by saving money! They were arguing with me for almost 40 minutes. All I can say, terrible service. Stop dealing with FIA CARDS SERVICES. They are far from customer satisfaction. There is no hope in this company and their service.
I had 2 cards which I secured from AmTrust Bank. The service company was FIA card service. I also hold some cards from Bank of America. BA sent me a balance transfer offer which I wanted to transfer my balance from the AmTrust cards to, so I proceeded to call FIA services for some info. I spoke to a rate specialist, as he calls himself. I told him my intentions of transferring balances to BA. Without my knowledge he pulled my credit, at least that is what he said, and shut all my credit limits down with BA. Then he proceeded to inform me that BA, is FIA Card Services as well, and American express as well.
This is not disclosed anywhere with BA, or Amex, or with FIA Card Services. There should be a law on full disclosure. I was conducting financial business, and they hijacked my credit limits, which in turn affects my FICO scores, and future planning. If I had not called them to pay off the cards, this would have never happened, and to me this is unscrupulous, fraudulent and unfair financial business practices. They have the power to ruin people's credit, and not disclose what they are doing or whom they have a financial business relationship with.
I am a realtor for 30 years, and I have to disclose and have acknowledgements on any business affiliations whether it be financial or otherwise to my clients. However these institutions that have the power to make or break your credit or fico, or lower limits, have no accountability? Tell me what is wrong with this picture.
However these same people are who is responsible for the economic crisis, due to them approving you for these credit limits, and lulling you into a false sense of security to transfer balances etc... Then shutting it down on their paying clients who have not defaulted, to cover the losses they have already written off and got paid for from the stimulus and from us the tax payers whom are paying the freight on it all.
The law abiding person that makes their financial obligations is who is being punished and we will be paying for all that claim bankruptcy, and walk away. It is time America got angry. Either that or let's all file bankruptcy instead of meeting our obligations, and walk away as most are doing right now. Hey, let the government pay our tab as well. Remember you will be credit worthy in 3 years, and not paying for everyone else that were living the high life.
WILMINGTON, DELAWARE -- This company is participating in a terrible and unjust practice. They follow accounts with high credit limits, but low balances. Therefore little pay off for them. In order to reduce their overall risk they claim to mail your credit card bill. But first they claim they sent you it electronically. Both cases were not true. If you have a renewing old account such as AAA or something of that nature, and you simply forget the bill would be on that card You are in big trouble because now they've caught you in a death trap.
They will tell you they sent it electronically. (Totally not true. Second person said they did not have me set up for electronic payment.) They will tell you they mailed it. (Another Lie). I work from my home and gather my mail as soon as it is delivered. I can see the mail truck just as it gets to the box.
My credit has been spotless for 35 years. With the banking industry as unscrupulous as it is now, they are doing anything to eliminate potential losses. I called to complain I did not receive my and why the negative mark on an otherwise spotless credit history. Their comments were offensive, made me feel like a loser, and quickly reduced a 10-year excellent credit history with them when they were MBNA into a negative history, and reduced my credit limit from a hard earned $47,000 to $10,000 in a blink of an eye.
By the way, the late payment that was overlooked as I NEVER received the bill was for $30.00. So for 3 months they tacked on $39.00 expense fees to a bill I didn't know existed. THIS IS ABSOLUTELY THE WORST CREDIT COMPANY I HAVE EVER DEALT WITH. I had absolutely perfect credit before they decided to destroy it. You know why they didn't mail the bill? Because it gives them the excuse to reduce their credit risk, and nail you to the floor. Do not support any bank bailouts with our taxpayer money for these glorified loan shark thieves.
LOS ANGELES, CALIFORNIA -- For 3 years I was a happy customer of an MBNA WorldPoints cash rebate credit card. On January 14, 2008 I received a notification from the credit card service company, FIA Card Services, that information from my FIA Card Services account had been compromised. I was advised that my credit card account would be closed and a new account # would be issued. I was also advised to keep watch for unauthorized charges. That was the start of my problems.
First, was the inconvenience of redoing all the charges automatically billed to the old number. Then, I noticed unauthorized charges coming through. I immediately notified FIA Card Services of the situation and was finally transferred after a number of different reps to "billing disputes". The representative there, after hearing my situation, treated me so rudely, that I called right back and closed the account. In order to dispute the fraudulent charges, I had to fill out three separate forms and mailed them certified mail. Two of the charges were credited to my account, but I didn't hear about the third. Each time I called, I was assured that "I see we are still investigating the charge".
Suddenly, on April 17, 2008 I received a letter saying the third disputed charge was going to be closed because I hadn't responded to some letter. Infuriated, I called "Billing Disputes" and told them I hadn't received any correspondence other than the one telling me the dispute was being closed. Over the next few months, each time I called, I was told "Another letter is in the mail". This appears to be a stalling tactic, because when I called on July 1, I was told "the dispute has been closed, but I will reopen it and send you a new letter".
When the letter never showed up, I called back again and got another rep, who after hearing the story, with all the documentation of the times I called, said that he was sorry, but couldn't do anything about the charge, and that it had been closed since April 17. I would love to have entered an email address for FIA Services, but they don't give one on their website. Laughably, their cutting edge technology allows them to fax information.
FIA Card Services - These guys are the lowest of the low for credit card companies. They are doing whatever they can to ramp the rates up to the highest and get you to default. Here is the story - I have a great relationship with my bank, Wachovia. I was offered a prime for life card which I accepted. Then Wachovia handed over credit card servicing to FIA. It was downhill from there.
First, they changed the rate and could not give me any other reason other than they have the right to do so. I was so frustrated, we paid off the cards and opened up cards at another bank. That was a year or two ago. About two months ago, we received a promotion for a 1.49% promotional rate good through next year on transfer amounts. I am all for cheap rates so I moved some charges over. On the FIRST bill, they moved the due date up 5 days. I handle everything electronically so missed this and they racked the rate from 1.49 to 22.49 %. I called the day after the statement closed and the original payment would have been due.
They changed the rate back to the original promotional rate after I spoke to 3 people, a supervisor, and called back 3 days later so they could ensure my electronic pmt cleared. When speaking with them today, they mentioned that my original 7% rate that had moved with the times to 12.49% was now going to be 22.49% next year when the promotional rate goes off. Again no reason since I have had not change in credit at all. They also told me they had not only changed my payment date but shortened my grace cycle from 30 to 20 days. DO NOT GO WITH FIA. THEY DO NOT WORK WITH INTEGRITY.
My credit card company was sold to MBNA, so my card inherited FIA Card Services. Recently, I was penalized for not making a payment, even though I had sent a check and my bank had deducted the money from my account within the deadline. When I called to straighten it out--and I have given information to at least 13 different people now--everyone has asked that I provide different information, including information that they should know is not possible.
For instance, almost half have asked for copies of the cancelled check, even though at least one customer representative stated that they are aware that the company does not process checks, but requests electronic transfers from the banks the check are written on.
One requested information that was specific to MasterCard even though I had a Visa. They have no case numbers, so that the inevitable new customer representative cannot pick up the thread of the problem. You must start fresh with each. When people in the research department sends you letters requesting information, they represent themselves as customer representatives, with the customer representative department 800 number and PO Box.
When you call, you get a fresh customer representative. When the rep calls up your account, they can see that someone in the research department has sent a letter, but they cannot access it, so they cannot answer questions about the letter. I was told by a supervisor, after numerous unsuccessful attempts by multiple customer representatives to forward me to one of the letter writers, that company policy prohibited direct contact.
Apparently none of the front-line representatives knew that. The customer representatives also do not stay on the line long enough to make sure the forwarded call has gone through, which has meant a lot of call backs. One manager told me that it was against company policy for her to email me anything without having it cleared by a lawyer first (and I was just asking her to email me what she had requested over the phone that I send her). That have repeatedly asked me to obtain more and more new information, as they dig down deeper into the problem, that they know I must go to my bank to get, rather than directly contact my bank themselves.
Remember, my bank says that it took the money out of my account sent it to FIA, so the presumption is that it's in FIA somewhere. Bottom line, I have obtained another credit card with another company--at a very low rate, I might add. In my opinion, FIA has significant internal system problems. It would do well to buy a Mac and dial up Apple support to see how well customer support can be done.
Had a horrible experience with this company - this is definitely the worst credit card company I have ever used. Of course I didn't know that I was using it, since I signed up for SunTrust and not FIA card services. I never received my statement, so I tried to track down SunTrust to get my statement. After trying numerous times to try to sign up online and to call, I was told I did not exist in the system anymore.
I finally found out a week later that I was possibly sold to FIA card. I wasn't happy that no one made me aware of this, since my brand new credit card says SunTrust on it, and I never received a letter informing of the change. Also, I find it weird that SunTrust told me my new credit card and statements should not say SunTrust on it.
I then called and told FIA card services of what happened, and after incredibly bad customer service, or if you can even call it customer service, I was told I had a week to pay my credit card bill. I was finally happy they gave me a week to pay it, since it wasn't even my fault in the first place. However, that didn't seem to be the case. Now my credit card has a late fee on it, when I paid it 3 days earlier of the date I was told I had to pay it. I called them again, arguing the late fee, and he almost hung up on me, saying well I had to pay it by a certain date. I told him of the representative I talked to and how she said I had another week to pay it.
He then realized I had been flagged and that the late fee should be waived. I asked when it would be fixed. He told me "I don't know." I asked again, if he could at least give me a ballpark time, so that I know it will really actually happen, since I am not even getting my statements in the mail. He repeated condescendingly to me, "I... DON'T... KNOW." I am going to talk to a manager next to see if I am ever going to get this fixed. If there was ever a shady credit card company, this is it. I have had many other credit cards, and all I can say, is run far away from this company! And if you get sold into it, get out!