FIA Card Services Complaint - Disinheriting FIA Card Services
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 straighted 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). The 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.