Fingerhut - Horrible Customer Service! Fraudulent Payment Methods!
Customer Service - Complaint
ST CLOUD, MINNESOTA -- 7-11-2013
To Whom It May Concern,
On 7-8-2013, I received a call from customer service regarding my July payment. I explained that I never received the statement, but I will go online to process a payment. Customer service representative did inform me that there was a late fee of $13.99; she said that she could waive the late fee as a one-time courtesy IF I made the payment with her. I told her that I prefer to enter the payment online to avoid any mistakes. She said if I made the payment online, she would not waive the late fee.
I gave her my credit card information and authorized a payment of $13.99. As I waited for the payment conformation number, I logged into my FingerHut account. I checked the FingerHut payment history, noticed a charge of $26.98. I told her she charged the wrong amount. She said the correct amount will reflect in about 2-4 hours. Four hours later, I checked my account and the dollar amount did not change.
I called customer service again, explained the problem to customer service representative, she said she will reverse the $26.98 charge and charge the correct amount of $13.99. I was fine with that. I gave her my credit card number, as she was about the process the payment she informed me that there is a $5.00 processing fee. I told her to stop. I was never told about a processing fee. She said she will waive the $5.00 fee. I thanked her for waiving the fee. She said the $26.98 will be credit back to my US Bank credit card within a couple of days.
On 7-11-13, I checked my US Bank account; I saw the $26.98 charge had not been reversed. I called customer service.
1st call at 10:06 am spoke to Pamela G – After explaining the problem and requesting to speak to a supervisor - Customer service representative hung up.
2nd call at 10:09 am spoke to Marsha – Told her I wanted to speak to a supervisor, she refused to transfer the call and customer service representative hung up on me.
3rd call at 12:13 pm - Spoke to customer service representative (didn’t get her name), explained the issue and told her I wanted to speak to a supervisor. Waited for about 5 min, spoke to Even (Supervisor), told him the problem, he checked the account and didn’t understand why the $26.98 charge was not reversed. He transferred me to another supervisor.
Waited about 10 min, Kimberly (Supervisor) told me that FingerHut does not credit bank cards and will not credit my US Bank card BUT she will gladly apply the $26.98 payment towards my August’s payment. I asked her, if this is the policy why didn’t the other customer service representatives tell me? I spoke to 3 customer service representatives and 1 supervisor and I was never told. I told her that I am not satisfied with that. I was told by the customer service representative on the 8th that the $26.98 payment will be reversed and my US Bank credit card will be credited. She told me to call my bank, that there is nothing she will do. At this point I told her she has very poor customer service skills, unprofessional and her attitude is awful.
I called my bank, told them the problem, they were very professional, understanding and they reversed the charges.
Because of FingerHut’s horrible customer service and straight out lies, I called to request a return packing slip. Since I never used the items I ordered, I will return them and happily close my account.
I doubt that anything will come of this complaint letter, but I very happy that I will NEVER do business with a company that treats its customers this way.
For me to take time out of my busy schedule to write a complaint letter should say enough! I’m sure most people would just blow it off and continue on, but not me!
I call it like I see it.
For the most part, FingerHut has horrible customer service representatives and atrocious supervisors who don’t know what they are doing.
I strongly suggest re-train your representatives.
Unhappy, never to shop at FingerHut again customer!