Juniper Bank Complaint - Two cents
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 Ive 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.
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