FIA Card Services/Prudential Financial Complaint - FIA Card Services Incompetence/Inefficient/NO Customer Satisfaction
PHOENIX, ARIZONA -- It's too bad I can't post the names of the personnel/employees Ive encountered with FIA, because I have many names/ID#s of incompetent/curt/defensive/inefficient/ignorant/unaccountable/unreliable/unfriendly, etc., individuals. I really can't say that Ive had a cordial experience with anybody I've dealt with there. Back on July 2009's statement we (Spouse & I) noticed unauthorized charges to our account. Contacted FIA via # posted on statements to address the unauthorized charges. Gave verbal stmt followed by signed affidavit, as requested per procedure. Claim was submitted to Fraud Dept. To my disbelief we received word from Fraud Dept. charges were denied as a fraud claim. I couldn't believe my ears and didn't want to accept that ans and kept questioning them as to their justification and asked to speak with a mgr who concurred with the decision. However, I still kept drilling them & asked them who I contact above their authority. Then they suggested that I could perhaps file as a dispute claim!!! I was appalled that they didn't suggest that initially, if I hadn't been persistent I would not have known to pursue that avenue.(I know that it is written on the back of the stmt's, however, I would've thought that by calling the Cust Serv. # they would've have told me about that option as well as filing a fraud claim. After telling me that I can file a dispute claim they xfered me(via tele) to the Dispute Department. I was actually greeted with an individual (who was very polite, helpful). I explained the situation to him that fraud had denied my claim. Asked what do I do now. Was told that you only have 60 days from the transaction date to file a dispute claim, (we were down to 10-12 days) to file a dispute claim, we submitted the form on back stmt, only to find out couple days later we need to submit an affidavit to certify the contested amounts. We accomplished the requests with only couple days before the 60 days ran out. Supposedly, dispute dept will investigate, contact merchant&merchants banks regarding the unauthorized chrgs, and contact us if addl info is needed and will respond back within 30 days. Received ltr they received our inquiry (as they put it) and will research and respond within 30 days. 30+ days go by and no word, we contact them and now we're told our case has been xferred to the fraud dept!! WHAT/WHY!!! Its already been processed and denied by Fraud, why send it back??? No justification, no reason, no explanation!!! 90+ days now, Fraud Dept and Dispute Dept are 2 separate entities. One can't speak on behalf of the other!! Call Fraud claims denied xfer call to Dispute, call Dispute Dept xfer to Fraud Dept. Either dept can provide us with a status. Contacted someone from Customer Satisfaction Dept. and are requested to provide an affidavit for each charge unauthorized, make sure Ref # is provided. Did that!!! Received ltrs of affidavits received from 5 different individuals. Evidently, each unauthorized charge amount is allocated to several individuals. (I guess this is why no one can answer or address our case), keep in mind 2 separate departments as well!! I am amazed this supposedly "Fortune 500" corp. has achieved that status. I don't understand how they've been able to function. Actually, they don't, but they've been able to pull the wool over a lot of eyes!!! I know this story is long-winded and perhaps no one cares, but I had to vent. Actually, there is soo much more to this story, but I will cut it short (ha ha), and tell you that as of now, (150+ days) our claim/case has not been resolved. I don't know who to contact to get a status on our claim. I have made calls to Fraud/Dispute/Customer Satisfaction(yea right, customer satisfaction, ha ha), but have only received arrogance, run-around, shifted from one dept to another, all of which have proven to me the incompetence, inadequacies, inefficiencies, and disorganized structure of this company. Is there anyone who knows how I can get in contact with someone in that company who gives a SH__???