P. P. BOX 13337 -- There apparently are no rules, or laws to protect innocent consumers against unscruplous, dischonesm, and conniving credit card companies!
I have been a customer of Juniper Credit Card for approximately 2 years, and have had nothing but glowing thoughts about them. While I did not use the card much, nevertheless, the experience was pleasant enough!\
Starting in September, I learned that my September payment had been returned unpaid because of an "invalid account number." Bear in mind that I had authorized my payments to be made automatically from my checking account. I set the information up on my computer so that this could happen every month, and all I had to do each month was submit the withdrawal date and the amount to be paid. Everything else was automatically done, as it is with other banks that I have the same set-up. When I called Juniper to find out what happened, the young lady that originally took the call had a very difficut time telling me about the "invalid account" as if she herself did not understand what it was all about. In fact, she did not fully understand what was going on.
At any rate, I thought that we had this straight, but the more I thought about it, the more it did not make sense. I did not alter my checking account number, nothing different had happened by me to that number, and the more I though about it, the angrier I got. Now, I'm sparing some of the details (believe it or not) about this incident, in the interest of time, but can supply all of this to anyone that is interested.
This month, when I received my statement from Juniper, they informed me that my interest rate had been raised from 8% to 27% because of a late payment. (reference: "invalid account number")
I telephoned my bank to seeif they knew what had happened, and they advised me that once I set this up on the computer, all they do is pay what is presented. They don't alter accounts in any way, they have nothing to do with that other than to honor the payment, So, I called Juniper back, and questioned them how my bank account was "invalid" because I did nothing to change it, the bank did nothing to change it, so how did this happen? In fact, according no one but Juniper Credit Card did anything to change my checking account number other than Juniper itself. There would have absolutely no reason for me to change it. Furthermore, I authorized them at the time to go ahead and deduct the payment over the phone at the time I when I found out about the error. They did not ask for my checking account number, but accepted the information for the payment, and successfully deducted it from my checking account! This didn't click with me until I got this notice that my interest rate had been raised to this ungodly rate because of the "invalid account number. I know that this is all too confusing, it confused me to no end until I figured out what they are trying to do to me, and probably many others! They have had and still do have access to my checking account, and in fact successfully deducted the November paynent on November 3d.
One of the "snotty programmed counsellers" finally offered to reduce my interest rate from the 27% figure to 24% and when I was still arguing with her about this whole incident, she reniged on the 24% rate because, I suppose, of my obstinance!
These people are dangerous, they are connivers, they are liars, and watch out! I am not done with this, because this is not right, and they know it. However, as long as they are able to get away with it, it is not going to stop! All I have to do is figure out how I'm going to handle it, such as suing them, and anyone else that wants to join me in any kind of action, I will be more than interested. WATCH OUT FOR JUNIPER CREDIT CARD! These are bad, bad people~
WILMINGTON, DELAWARE -- Here is the complaint I am sending to the CEO Juniper Bank.
I am a former customer of Juniper Bank. Let me explain how I became a former customer. It started with a finance charge putting me two cents over the limit. Two cents resulted in a $39 overlimit fee. I understand terms and conditions. Your representatives were kind enough to explain due to my terms and conditions that I could be charged $39 for even one penny. Their lack of empathy or consideration for what amounts to an exorbitant fee amount (considering the infraction of two cents) resulted in my becoming a former customer of yours at that point. I doubled my payment to do what I could to bring my account back below the limit and then I was assessed the penalty or default rate which caused my account to go two dollars over the limit when the finance charges were assessed. Two dollars resulted in a $39 overlimit fee. Once again, I understand terms and conditions. What I don't understand is how $2.02 should cost me $78 and that somehow my frustration over this wasn't even acknowledged or dignified. Please help me understand how a business, which should be in the business of customers would not make at least an effort to meet a customer half way, as a courtesy.
I am not a rich woman Mr. xxxx, but I do pay my bills. In spite of the hardship the fees have created, I am, once again, attempting to bring my account back under the limit and get back on track. So I scheduled a payment on 7/18/2009 to be drafted from my account on 7/31/2009. The irony of the date of 7/31/2009 is not only is it my payday, but it happens to be the date my Juniper Bank payment is due. Good customer right?
So help me understand this, Mr. xxxxx: Your company has called me now three times this week. Please take note that today is Wednesday, so that means I have received a courtesy call on Monday night, Tuesday night and now tonight, to remind me that my payment is due on Friday July 31, 2009. I am not stupid. I am insulted by the collection attempts when I am not past due and I have a payment scheduled in your system! So last night I was reassured I would be removed from the list to be called. As you can tell this did not happen because I received yet another courtesy call tonight. I even spoke to xxxx agent xxxx in collections tonight after having him tell me when my payment was due and asking if he saw the payment scheduled and even noted the account. He of course drew my attention to my account being over the limit. Once again, I am not stupid by any means and I am sorely aware of the status of my account. Considering the interactions I've had with your customer service agents, I would think there would be some notations on my account indicating prior conversations, which would include the hardship the outrageous fee amounts created for me and my family.
I am not asking for a handout and I am keenly aware of how my actions have put me in the position I am currently in. What I was asking for was some assistance. Some courtesy. And in the very least my dignity left intact.
I am a former customer because these things have not happened. Here's another thing to consider Mr. xxxx. In a time when credit card companies are under serious scrutiny for the practices that include charging outlandish fees for small offenses to the terms and conditions of an account ($2.02=$78??), this makes me one more consumer that will tell every single person that will hear me loud and clear about my experience with your company. I will be forwarding my letter and complaint on to the OCC and the FTC as well regarding the unfair excess charging of fees in relation to the offense. In addition I will be documenting the courtesy calls that I am receiving prior to the bill being due with an on time payment scheduled in a system that your representatives can see quite easily. And in spite of my best efforts, I can guarantee my phone will ring tomorrow, politely reminding me of my upcoming payment due, regardless of the notes that have been placed on my account to prevent this from happening.
I look forward to hearing from you quite soon. I will be issuing my complaints no later than the end of August.
Where do I start? From the beginning I suppose. I signed up for Juniper Banks' 0%APR introductory rate for 18 months on balance transfers and purchases. I had a good rate on my Chase card. 8.99%. But Juniper's many tempting junk mails finally got to me. Plus, the APR after the introductory APR would be the same as Chase's: 8.99%. Sounds like a win/win, right? Not so fast.
I transferred over my balance and sucked up the balance transfer fee. Well, between the time of signing up and my first due bill, I went ahead and signed up for automatic payments to make sure I didn't have any late payments. What also happened was my wallet was stolen and I had to cancel my debit card and be issued another one. This is where I do admit fault: I forgot to change that payment information online.
None of the paperless statements (emails) said anything was the matter. I got an email saying that they received my payment. However, I checked my account around the end of that month to see the next statement, only to see that the payment, in fact, did not go through, and now there was a late fee and a return fee.
I immediately called CS and talked to someone about what happened. When I do anything like this, I always write down everything that is discussed. So, by the end of the call, I read back what we had resolved. We resolved that he would be able to remove the late fee but not the return fee. He said it would show on my next statement. We resolved that the introductory APR rate of 0% would be restored, for this one time. We agreed that the payment would not have been late had the account number been correct. I believed all was right in the world again. I had it all written down and even got reference #.
For the next statements, there was no late fee removed but the APR was still at 0%. The last two statements still did not reflect a minus $39 late fee. But there was something different. The APR was up to 28.26% and there was one whopper of a finance charge!!
I got my artillery all together before calling CS again. For 30 minutes, the CS agent, who sounded like a cross between an Eastern Indian and a Leprechaun, annoyed me to no end with the hard-to-understand canned responses, the lack of ability to help, and the mixing up what he was saying, thus confusing me further. He said the return fee was noted as waived, but not the late fee, I told him it did not show any fee being waived, I was put on hold, he came back and said some other weird nonsensical stuff, and put me on hold again. Finally, he came back and apologized and said it would reflect on my next statement. But, he couldn't help me on the APR. I asked for his supervisor, and was put on hold. Within seconds of being transferred, I was magically disconnected. Hmmmm.
So, I took a deep breath and called again. This time I got some lady who wanted to hear the whole story over. She then said that there was no record of a call or conversation on 2/27/09, the date that I first called. She said this even though the last CSR I spoke with acknowledged the call. She did say her screen showed, that minutes before, the late fee was removed. She also said that the return fee would be removed (even though guy on 2/27/09 said that it could not). She also said that she could not do anything about the APR. Actually, she ignored me and asked if I was asking for a lower APR. She was equally annoying as the first guy and a tinge more unhelpful. I asked to speak to her supervisor. Can you guess what happened next? Yep, disconnected after being transferred.
SO, one hour of wasted time and many to go. This is apparently a famous tactic of credit card companies. They hope you are too busy and too annoyed to keep calling and complaining. I found a site that might be helpful to me and to others in this predicament. If I can, I'll post an update if anything was resolved.
I have no idea how much this will help, but it's better than feeling helpless. Don't let them get the best of you. Keep fighting and try and keep your cool with the CSR. They are more apt to help you if your not insulting them or cussing. It's hard, trust me. I lost it on the first call with the leprechaun. Keep your cool and go to that site above.
ARKADELPHIA, ARKANSAS -- I too started out with an 8.99% interest rate and paid off my balance every month for two years. For no reason at all, it was first raised to 13.99%; I called, and they said it was for "everyone." I never received ANY notice about this. Not but a month later, I looked at my statement and they raised it to 27.99%! That was too much. I called and they would not change it for anything. Admittedly, I had been anywhere from 2 hours to 24 hours late (yes, that late...unbelievable, right?) twice in the past year. Of course, they have a clause in their fine print that allows them to charge that without any notification on their part. I closed my account, because another rate hike was coming in April, and I wanted no part of it because I'd have over 30% APR. HERE IS WHAT I DID TO GET MY APR REDUCED, and I strongly encourage everyone to follow suit or actually file a class-action lawsuit. I'll be signing on.
I filed a complaint with the BBB of Delaware, and in a calm and collective manner wrote out my complaint about doubling interest rates because payments are literally hours or minutes late. I also listed what I viewed as a fair resolution to my complaint, which was a return to the previous interest rate of 13.99 and a remission of the over-limit fee which was due to the rate increase (which of course is much higher than 8.99%, but half of 27.99 or more). Not but a week or two later, they capitulated and reduced my interest rate to what it had been and credited my account for the late fee.
Now, I have another issue. For the past two months, my minimum payment has been $67 but that is what it was with 27.99%. I sent an email stating that my return to 13.99 should be reflected in my minimum monthly payment, and I received no response. I finally called today, because it's the second month they've done this. They're requiring a monthly payment that does not EVEN MEET THEIR OWN GUIDELINES of 1% the total balance PLUS the interest for the month. I think credit card companies do actually have to follow their own policy.
They kept repeating the same line, like usual, but I caught them in a lie or mistake. They told me that the "new" interest rate of 13.99 didn't start until 4/13, but I saw that they had REFUNDED the 27.99 interest rate for both March AND April. So, how can they charge a minimum payment based upon an interest rate that is no longer in effect? BS, says I. I did the math for them and with them over the phone, and they said a manager will have to call me back. I gave my number, and expect a call or I will once again be filing with the BBB of Delaware. Apparently, that is one button consumers have, and Juniper will actually change if enough people file complaints with them. Look people, I just saw the President of the United States come out and say that credit card companies have been abusing customers for far too long, and that IT WILL END. Let's also band together when they're unfair, and pay these things off AND NEVER USE THEM AGAIN! As a nation, we need to get out of debt one person at a time, and tell these people to get real jobs like everyone else.
Hope this helps, it worked for me.
I accrued 336,047 so called 'fun points' and decided to see if I had enough to cover a cruise for my husband and myself. I contacted Barclay to check how much I would be entitled to as a statement credit, as you have to book the cruise then redeem points toward credit and I did not want to pay out of pocket for the cruise. I called the redemption center and was told that I would be entitled to $5000.00 in statement credit. Since I typically don't take anything at face value I called twice more and was told by the first representative that I would have over $4000.00 toward a cruise. By the time I contacted the third representative I had the cruise information and cost available. This time I was told that I was entitled to all but $400.00 of the cost. Based on the information I was given, not once but three times, I booked the cruise ($3,707.00). When the cruise posted on my credit card I called to request a statement credit only to be told I was entitled to ONLY $2000.00 for the now over 340,000 fun points I had on my account. Now I have to either pay $1700.00 dollars for a cruise or pay the cancellation fee out of pocket, neither of which is part of my budget. When I explained that I would not have booked the cruise had I not been told I had the available points I was told that Barclay's can't be responsible for information given by their employees and the operator apologized for the poor customer service. I certainly feel a business IS responsible for their employees! If a business offers points towards goods/services I feel that everyone there should be well versed in the value of said points. Don't know yet what course of action I will take regarding the cruise but I do know I will be canceling this card asap. I feel that Barclay's mislead me and it feels fraudulent....so much for 'fun'.
DELAWARE -- I am writing with displeasure at the recent reduction on my account limit. I spoke with your representative today and got a complete run around. I have NEVER missed a payment, I have NEVER been late, I ALWAYS PAY MORE than the minimum payment. My account was reduced to a point where it is practically useless. I have been with your company for over 2 and ½ years and kept a spotless record with you. Now this is how I am repaid for being a good customer ! I have worked very hard to keep my account in good standing.
Since I received no compassion or satisfaction, I told your representative that I will now use my card as little as possible. I will also post a bad review on the Internet in several areas and will also send a letter to my local newspaper for publication. I am copying you on just what I am going to report / post as a courtesy.
This is the post I will use:
"I just want to say that this bank has no concern for customer service. After 3 years of constant increases to my credit limit for rewarding me for "on time " payments, Excellent credit history, and paying more than what was due, never missing a payment, never having a late fee or any other blemish on my history with them, I suddenly got a letter telling me that my credit limit was decreased to only what was currently owed them. I called customer service, they could not help me in any way. They relied on a credit report from trans union that was old and out of date, instead of my credit payments, and history with them. This bank has no customer loyalty or rewards for good customers. So as of today, I will not use this card, and publicly tell my story as I am sure more people will get the same treatment in the future.
I hope Trans Union banks with them, because I won't."
In closing, I hope you wish to amicably resolve this issue, have my limit reinstated and allow me the pleasure of printing and publishing a retraction of the above.
This card was horrific!!! When I first got this card I thought it was great a low rate but it changed really fast. First of all I have had numerous ongoing discussions with reps. clearly not American which really frosts me. When I call customer service I would like to be able to understand who I'm talking toand have a phone number avaialbe that is toll free and doesn't say to call collect!. My first few months of owning this card was fine when I made my payment online, however when we had to replace our computer and I was without it and mailed my payment things changed drastically. When my first payment reached Juniper late I was dismayed. I sent it in more than enough time to have it post to my account on time two weeks before it was due and somehow it ended up posting 4 days late so I was smacked with a late fee. When I called to contest this I was told that all payments go to a P.O. Box and Juniper only checks this box every 7 to 10 days so if possible I should send the payment at least two weeks ahead of time, kind of hard to do when sometimes I get the statement in the mail and have less than two weeks to get a payment in on time. Even if you do send a payment in with more than enough time it can still be posted late. It's all in Juniper's hands as to when they check their P.O. Box and apply your payment. Again, unless you pay online if you have access to a computer or by phone and call collect you aren't left with much choice other than to mail your payment. This has happened twice and 3different customer service reps. verified this to me. In November of 2006 I received my statement saying my low rate of 12.99% suddenly jumped to a ridiculous 30.49%. I never in my life have paid this on any card. I wrote a letter to the company and told them to close my card to further purchases all I wanted to do was pay it off and be done with them. I tried 3 times to get my fee lowered and they refused saying I managed the card poorly. I asked them how when I sent my payment in with more than enought time to reach them and to be applied to my account on time did they considered it to be managed poorly went it sat in their P. O. Box. After getting no where with the customer service rep. I spoke to I asked for a supervisor. When I talked to Joreen the floor supervisor she tried to tell me all 3 reps. misinformed me. She said that the payments are posted immediately and blamed the postal service and that I need to send my payment in even earlier than two weeks ahead of time and couldn't refund my late fee. My question is who's lying the 3 customer service reps. or the floor supervisor. Finally, I sent in a payoff of $840 on April 7th when they payment was due the 16th. I received a letter on the 20th that they could not close my account because I still owed $97 dollars. I couldn't understand why and when I called to question it I was told that I was charged a late fee and overthe limit fee plus finance charges. Has anyone else noticed that when you used to pay off a credit card in the past whatever that statement said and you mailed in that pay off check sealed the deal. Finance charges didn't get added after the fact. The rep. told me this payment didn't reach them until the 19th. I went round and round with this rep. who refused to refund anything so I hung up and called back again. When I was done, after three calls, I had 3 different customer service reps. Adrian, Cryanka and Micheel verfying that indeed the payments can sit in Juniper's P.O. box for 7 to 10 days and since they may have had it and didn't post it in a timely manner they did at least refund the late fee. I also told them it's ridiculous that I'm paying an overlimt fee strictly on finance charges they have applied since I haven't used the card since Nov. 06. When I asked this rep. Adrian to let me know what I owed after the fee adjustment he asked me when I would be making the payment. I asked why that mattered and he said he needed to calculate more finance charges. I said on what? The only thing remaining on my account is the fees Juniper applied and the finance chrages they added after I paid off the card. How can they possibly add more finance charges to their own fees. This is when he really sent me over the edge informing me that although they received my payment, due to the size of the check the Federal Reserve has the right to hold my check and not post it to my account for 7 days and they can assess finance charges during that time. I never in my life with all of the cards I have had heard of such a thing. They have my payment and the check I wrote them already cleared my bank so the only one holding it and making more money of off me is Juniper themselves. I would love to hear from a lawyer who deals with credit card fraud if this is legal because it's a new one to me. I just love asking to speak to a supervisor above these reps. because they play dumb and ask why. Why? because your a misinformed robot who doesn't know their job. When I got a supervisor today she told me Adrian was wrong and that although they will hold my payment no more finance charges will apply. My suggestion to all is that everyone that has ever been screwed by this company write and inundate the president's office with complaints. They need to bring the company back to America, get better training and seriously revise their practices. Although it may not be cool to put in the names of the reps. I talked to, I myself was a customer service rep. for 13 years in the banking industry and learned how important it is to get the name of who you talked to and who told you what so when it's a tooth and nail fight you aren't just saying "The person I talked to told me this." It gives you more validity and supervisors listen more when you can put a name to what you're told also when your misinformed or need to take the problem higher up in the company they know who to go directly to when they need straightened out. Also, for nay who have had the misfortune of dealing with this company you may have dealt with these same people and know hoe hopeless a cause this is. Anyhow, the president's name is Jim Stewart. Just stay away from this card, return your mail ads to them if you get any and don't refer them to anyone. Just let them know with a letter how fed up and disgusted you are.
I have been swamped by this company to get their credit card. I though I'd see what others had to say and walla I got an ear full. As a result I will not be subscribing to this bank for their credit card. Thank all of you for posting your experience on this bank and their products.
WILMINGTON, DELAWARE -- Not unlike most, I am in a bit of a financial pickle. Recently graduating from college again, exhausting my unemployment, 401K, savings, and patients while desperately searching for a job. I am convinced they must not exist anymore. Jobs that is... Unfortunately for all of us Juniper is still there like the playground bully, the jerk in traffic, the fly on an otherwise lazy summer day. I contacted Juniper's Customer Service Specialists, yes they are right they are very, very special. Liz was from pretending not to be in India, but her lack of basic English kind of tipped me off. I tried to explain my situation to her, and did so several times, but she just couldn't seem to get it. I explained that I was a recent college graduate and I was really struggling to find employment. But I wanted to make some payment to them, but was afraid I couldn't make the entire payment due at this time. Could you offer me some temporary options just for 6 months or until I get a job. I even told her that I hoped it wouldn't be 6 months and that as soon as I find something I would gladly contact them to get my payments back on regular schedule. She just kept telling me she could not offer me anything and that my minimum payment was $131. Funny thing was my payment had been only $68 for a long time, how was offering my a payment almost double going to be of any help? Liz told me did not understand why I have no money or income. She actually asked me, "Don't you have Medicare?" to which I calmly but firmly replied, "I am 36, not 90, and generally Medicare doesn't cover credit cards." So after a frustrating bit of time dealing with the "Specialist" I concluded that they would obviously rather receive no payment than work with me. Blocked their phone calls and set about drafting a letter to the big wigs at Barclays. Oh, Liz did give the address of the credit collection department where I could plead for lenience. Plead for anything from blood sucking credit card scum, not going to happen. Instead I filed the case with the BBB, because I just feel that this is unacceptable. I in good faith was trying to work out a temporary solution, but they won't play nice. Schoolyard Bullies! I wouldn't think it so bad I guess it I had been met with the same resistance from other creditors, but most were actually helpful. They are no saints, don't get me wrong, but truly understood that it was in their best interest to come up with some compromise and I will figure out a way to meet those payments because they worked with me in this difficult time. After filing with the BBB I received a response from the "Executive Office", oh goody! She basically stated they aren't interested in helping me. I owe them this money, and maybe I should go to Consumer Credit Counseling Service for help. I wonder if she's ever heard the phrase squeezing blood from a stone. Oh wait! I think the Executive Office has people to do that for them! I used to work around an Executive Office, they have somebody to do everything for them. I am drafting a second letter to the Executive Office, my response to their deep concern for their monies owed. They have made it more than clear that they are most definitely part of the huge problem with the entire country right now. Running around, unchecked, and allowed to treat people so badly, and profiting so greedily. And they will settle for nothing less than everything, I guess I have no choice but to give them nothing. I'd say send my account to collection, but they already have, and go ahead and try to collect it. As I told them I have nothing! No income, savings, 401K, rich dead relative, job, NOTHING! I think the best way to get some say in this is to contact the BBB, as screwed consumers I can't think of much else we can do but report their unfair practices and hope others look at that before they too are trapped in the same unfortunate situation a lot of us find ourselves in. I did end my stern letter to the Executive Office on a high note, wishing them a Christmas filled with poverty, unemployment, hunger, and all around misery. Where's Karma when you need it???
I have an MasterCard account with this company, who "lured" me in with a balance transfer scheme of a one year zero '0' interest rate. I paid an initial transfer fee of 3% and then expected to pay down the transferred balance in the 12 month time frame. I was not able to pay it down within the 12 months. However, upon the arrival of the 13th month, the interest rate spiked to over 17%! okay, I was prepared for that. However, what is listed in the very very fine print is "interest is charged on balance transfers on a daily basis. Interest is also accrued on the balance. I basically found myself making a payment and having it wiped out with the interest being accrued and added to my unpaid balance for the next month. With the recent Federal law change that requires companies to provide a "picture" of how long it would take to pay down a balance to zero, the picture I got on my recent statement was that it would take 3200 years (not making this up; I have to think it was a computer glitch) if I only made the minimum payment. As I didn't think I would live that long, I decided to pay this off. In fact, I made two payments (both in advance of the next month's due date) and got the balance to ZERO!!!. I checked with their customer service dept and they told me that since my payments were made prior to my next month's due date I should expect no more amounts. Well, I got this month's statement and there are new interest charges, because interest is charged on a daily basis and interest was accrued between the my Nov due date and my actual payment date (5 days later). In fact, based on the explanation that the Customer Service person gave me, even after I pay the $15.41 of new interest charges, I could have interest accrued on the interest charge between the statement date (Dec05) and my actual payment date (Dec10). So although my next payment date is Jan05, (in what should be the 30 day grace period) and I pay off the balance on Dec10, they are accruing interest between Dec05 and Dec10. In my opinion, this is Usury in its absolute worst form. What makes this even more hilarious is that during this 8 month time-frame, my credit card limit was raised! (to over $20,000) As if I would actually look to continue to do business with such a company. I strongly urge anyone who is thinking of doing credit card business with this company be fully aware of their practice on accruing interest on a daily basis so that even when you make your payments on time, in advance of your actual due date, you will still find more interest added that will appear on your next month's statement. With such a scheme, I don't know if one's balance can ever really get to zero. I need to wait for two complete billing cycles.
I also want to say that I don't usually perform reviews (positive or negative), however, this company's practices are so blatantly abusive that I am glad for my3cents being available to provide a means to bring attention to companies who border on being unethical in the manner in which they conduct their business.