Evercom Complaint - Their Mistake, My Problem
I have used CBS services for over 5 months without a problem, until today. I have used their check by phone prepaid system twice. The first check by phone in March 2004 processed with no problem and then one in April 2004 in which I was told I didnt have to verify my checking account information because I did a check by phone the month before. I havent recieved a phone call from my loved one lately so I decided to call them and see what the problem was. Come to find out they restricted my line. The Rep. stated the April check came back from my bank and advised me to call a different 800#. I called the new number and was informed my check came back to due my bank being "unable to locate account" I advised the woman that I didnt understand why when they had procesed my check the previous month. She confirmed my information and CBS had left the last 2 digits of my checking account # off when they tried to cash the check. THIS WAS NOT MY ERROR. She then informed me I had to send certified funds to her office then they would contact CBS to open the line again. I then asked why I was being penalized for CBS's error. All she could say is that there was nothing more she could do for me. I hung up with her and called CBS back. Waited a 1/2 hour this time. Finally got a Rep. on the phone, explained that it was THEIR ERROR my check came back not MINE. She said there was nothing she could do and I would have to send in money orders only in the future. THIS IS UNACCEPTABLE! I then asked for a supervisor. She put me on hold for 10 minutes and came back stating one wasnt available. I advised her I would wait on hold until one was available. The Supervisor got on the phone. He said he understood my frustration and that it wasnt my error, but he couldnt do anything either. They wouldnt allow me to do checks by phone any longer. WHAT A BUNCH OF CRAP! So I asked for HIS manager. He gave me a fax number and address of the "Director of Customer Service" so I could lodge a complaint there. In the mean time, I cant get calls from my loved one and its THEIR FAULT!!!! WHAT TYPE OF CUSTOMER SERVICE IS THIS???? I am writing this here as well as going to fax and mail a letter of complaint to the Director. Its a shame that I abide by the terms they set forth and still get SCREWED! My question is why I am held responsible for THEIR mistake? If I get a satisfactory response from the Director I will update this at that time. If not, I will report a legal and formal complaint with the Better Business Bureau. I hope no one else has to deal with this.