HSBC Orchard Bank Complaint - Sneaky And Dishonest Customer Service
DENVER, COLORADO -- Here is a "cut and paste" of my recent email to Orchard Banks Customer Care that pretty much describes what they did to me:
Subject: RE: Orchard Bank Customer Care Message Confirmation (KMM51069276I31069L0KM)
"This morning, I just spoke to a customer service manager that explained that apparently I am now all of a sudden at a 29% default APR instead of the 14%APR. This is very sneaky the way this went down as every customer service rep I spoke with until today assured me that I was at the 14% APR rate. In fact, the very last Orchard Bank Customer Service Rep I spoke with a week ago assured me that my APR rate was still at 14% explaining that $5 would cover my 14% APR on $395. The previous customer service manager I spoke with weeks ago that approved the $100 increase bringing my credit limit to $400 never explained I was going from a 14% APR to a 29% APR. I am angry beyond words as this is horrible customer service.
I do not recall this in the original written terms of agreement. Repeatedly telling a customer by telephone that they are "safe" at their current APR even approving a credit limit increase is terrible to say the least. What makes this worse is that every single Orchard Bank Cust Srv Rep I spoke with up to a week ago REPEATEDLY ASSURED ME I WAS AT THE 14% APR RATE AND THAT AS LONG AS I LEFT $5 TO COVER THE $395 BALANCE IN MY ACCOUNT THAT I WOULD NOT GO OVER LIMIT. I HAD NO CLUE I WAS AT A 29% DEFAULT RATE UNTIL TODAY. Doing this to a poor person with a low credit limit who is on State Aid recovering from major surgery to "teach me a lesson" makes this even worse. I constantly kept on top of my account always contacting your customer service. I called the Colorado Better Business Bureau to file a complaint. Maybe legally Orchard Bank can get away with this but at least I can let other potential customers know what I went through. This is terrible. I am extremely upset as there is no excuse for this. Please do not send a reply email to me to justify why this was done to me by Orchard Bank as there is no acceptable excuse. Dealing with this today is making me ill so I will have to deal with this tomorrow."
I called this morning inquiring why my finance charge was $10 instead of $5 at 14% on a $395 balance only to be told by an Orchard Bank cust srv rep that I was now at a 29% APR. I could barely understand this customer service rep as he did not speak English that well.
He did not seem to know what he was talking about as well as a rude demeanor. After several minutes, I finally spoke to an extremely rude Orchard Bank Manager that explained to me that I was put at the default rate weeks ago without my knowledge. I then questioned her as to why weeks ago the previous Orchard Bank customer service rep Manager as well as the most recent conversations (a week ago) with Orchard Bank Customer Service Reps stated I was at the 14% APR rate. The rude Orchard Bank Customer Service Manager I spoke with today, Monday Nov 12, 2007, informed me this so-called 29% rate information "was never available to any of the customer service reps or the previous customer service manager" explaining I was given the correct information. Go figure as this makes no sense at all. I am filing quite a few complaints against Orchard Bank. My advice is Stay away from Orchard Bank as they are a rip off. My other credit card company is so much better processing my payments right away and working with good customers, not against them. JEERS TO ORCHARD BANK. SHAME ON THEM!!! Oh another thing is that Orchard Bank has constantly changing rules that deviate from the vague written "so-called" terms of agreement.