First Progress Card

face="Times New Roman">
 
January 14, 2015
 
 
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE:         [redacted]
                Case No.:  [redacted]
 
Dear [redacted]:
 
We are in receipt of your
correspondence on behalf of [redacted]. 
We remain committed to maintaining a high level of customer satisfaction
and appreciate the opportunity to assist.
 
According
to our records, on July 11, Ms. [redacted] had told our customer service supervisor
[redacted] that our July response to her Revdex.com complaint would suffice, and that no
further letter was needed.  On September
20, our agent explained to Ms. [redacted] that she could obtain a letter if she
faxed or mailed a request for a letter to our Correspondence Department with
the specifics of her request.  We stand
ready to send a further letter directly to Ms. [redacted]’s mortgage company explaining
our error in June 2014, if Ms. [redacted] specifies the name and address to whom
such a letter should be sent.
 
We have
removed from the account records the delinquency resulting from our error in
June 2014.  However, the statement dated
August 4, 2014, which shows the $190 credit we placed on the account in amends
for our error, showed a minimum payment due by September 1 of $35.  No payment was received until November 7, and
no further payment has been received as of the date of this letter, so the
account remains past due.  Unfortunately,
under the provisions of the Fair Credit Reporting Act, we are responsible for
accurate furnishing of information to the credit reporting agencies.  Having investigated the delinquency, we are
unable to fulfill her request, as the information furnished since August was
accurate as of that date.
 
If there are any additional
questions, Ms. [redacted] may contact Customer Service Department at (866)
706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or
Saturday, 9 am to 5 pm Eastern Time.
 
Sincerely,
 
 
First
Progress
 
cc:           [redacted]
                Synovus Bank
                PO Box 120
                Columbus, GA 
31902-0120

July 27, 2016
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902

RE: [redacted]
Case No.: [redacted]
Dear [redacted]:
We are in receipt of your correspondence on behalf of [redacted]. We remain committed to maintaining a...

high level of customer satisfaction and appreciate the opportunity to assist.
According to our records, Mr. [redacted]’s card number was entered with the wrong CVV at an online merchant on June 15, 2016. This triggered an authorization block on the account and a review of the account for potential fraud. The next day, June 16, 2016, our Fraud Analyst called Mr. [redacted] at the phone number of record on the account to verify that he had indeed made the transaction. When not answered, a message to contact First Progress was left. A caller contacted us in regard to the account on July 13, 2016, but was unable to complete identity verification. Later that same day, a caller contacted us in regard to the account but identified herself as “[redacted]”. Our agent placed the call on hold while seeking guidance from a supervisor, concerned over potential identity theft as a [redacted] was not authorized on the account. . After the delay, the caller was advised that we would need the verification documents referenced in the complaint. A caller then contacted us on July 14 to see if the documents had been received by fax and was told that we had received them, but unfortunately the image on the driver’s license was too dark to read and would need to be resent. A second fax with the verification documents was received on July 16th and Mr. [redacted]’s confirmation that the transaction in question was indeed made by him.
We apologize for the length of time required to resolve the fraud alert on the account. While we look forward to continuing to serve Mr. [redacted] in the future, we are unable to refund him for his time spent in resolution of this matter.
If there are any additional questions, Mr. [redacted] may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc: [redacted]
Synovus Bank
PO Box 120
Columbus, GA 31902-0120

I funded my account and tried to log in so I could pay my monthly bill and see my monthly statement. I can't access my account for some reason so I tried to log in and it was asking for a "passphrase". There is no way to recover my "passphrase" which I never even created in the first place. There needs to be an easier way to recover your account so your credit score isn't negatively impacted. There is no email or number on the website to contact only an address to write to. I will not recommend this business to anyone.

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May 27, 2015
 
 
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE:      [redacted]
            Case No.:  [redacted]
 
Dear [redacted]:
 
We are in receipt of your
correspondence on behalf of [redacted]. 
We remain committed to maintaining a high level of customer satisfaction
and appreciate the opportunity to assist.
 
Mr. [redacted]’s First Progress account
has a credit balance of $41.94.  When his
account was closed on October 3, 2014 due to non-payment, the balance due was
$658.06.  His security deposit of $500
was applied to the outstanding balance, which resulted in a remaining balance
due of $158.06. 
 
Mr. [redacted] made a payment of $200
on February 10, 2015, which paid the outstanding balance due, resulting in a
credit balance of $41.94.  As we have no
record of a request to have the credit balance issued prior to receipt of this
complaint, we had not yet issued the refund. 
This has been issued, and Mr. [redacted] will receive his check in the
amount of $41.94 within 7-10 business days.
 
If there are any additional
questions, Mr. [redacted] may contact Customer Service Department at (866)
706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or
Saturday, 9 am to 5 pm Eastern Time.
 
Sincerely,
 
 
First
Progress
 
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA 
31902-0120

September 2, 2014
RevDex.com
Attn: [redacted]
500
12th Street
PO
Box 2587
Columbus,
GA 31902
       
RE:      [redacted]
            Case No.:  [redacted]
Dear [redacted]:
We
are in receipt of your correspondence on behalf of [redacted].  We remain committed to maintaining a high
level of customer satisfaction and appreciate the opportunity to assist.
According to our records, Mr. [redacted] application
was submitted online on August 7, 2014 at 11:43pm Eastern Time.  Unfortunately, the application was submitted
with the first name “863”.  The numeric
first name prevented prompt processing of the application, and Mr. [redacted] expedited processing fee was refunded accordingly.
After Mr. [redacted] phone calls, which clarified the
appropriate first name, the application was approved on August 26, 2014 and a
card mailed to the address specified on the application, [redacted],
Land O Lakes, FL  [redacted].  Mr. [redacted] should receive the card within
7-10 business days
While the processing of this application did not cost
Mr. [redacted] any fee, we understand his complaint that “the money was not the
issue”.  We can only note that the
problem in this case—the numerical name entered—is an unusual one, and we will
endeavor to provide better service in future. 
If there are any additional questions, Mr. [redacted] may contact
Customer Service Department at (866) 706-5543 during our hours of Monday to
Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA  31902-0120

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October 2, 2015
 
 
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE:      [redacted] [redacted]
            Case No.:  [redacted]
 
Dear [redacted]:
 
We are in receipt of your
correspondence on behalf of [redacted]. 
We remain committed to maintaining a high level of customer satisfaction
and appreciate the opportunity to assist.
 
First
Progress has no record of a phone call with Ms. [redacted] for this year prior to
August 1, 2015.  The March 2015 billing
statement reflects a payment due of $37, on April 1, 2015.  When payment was not received, a late payment
fee of $37 was assessed. The April 2015 billing statement reflects an
additional late fee of $37, and a minimum payment of $74, with a payment due
date of May 1.  Ms. [redacted] did not remit
a payment until May 19, at which time the required minimum payment was $111, as
the May 2015 billing statement reflects an additional late payment fee of $37
having been assessed.  The payment
received on May 19, $50, did not satisfy the required minimum payment that was
due by June 1.  Every subsequent payment
has been $50, which continues to not satisfy the required minimum payment.  When payments received within a billing cycle
does not satisfy the required minimum payment, a late payment fee is
assessed.  As a courtesy, we have waived
the late payment fees for the months of July and August 2015.  Ms. [redacted] will see credits on her next
statement totaling $74.    
 
On
October 1, Ms. [redacted] states she had issues logging into our website to make a
payment.  Unfortunately, we do not accept
payments via our website, however customers can use third party bill payment
services, such as with their financial institution, to remit payments to
us.  This was information provided to Ms.
[redacted] during her phone conversation with our customer service department in
October 2014. 
 
We
received a phone payment Ms. [redacted] on October 1, 2015 in the amount of $100,
which does satisfy the required minimum payment due. As long as the minimum
payment is satisfied within each billing cycle, Ms. [redacted] will not be
assessed a late payment fee.  However, as
this is a credit card with a revolving balance, the required minimum payment
will fluctuate based on the balance at the time the account cycles each
month.  Ms. [redacted] should be reviewing
her statement each month upon receipt and ensure her payments will satisfy the
minimum required payment.
 
If
there are any additional questions, Ms. [redacted] may contact Customer Service
Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm
Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
 
Sincerely,
 
 
First
Progress
 
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA 
31902-0120

Roman"> 
 
March 4, 2015
 
 
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE:      [redacted]
            Case No.:  [redacted]
 
Dear [redacted]:
 
We are in receipt of your
correspondence on behalf of [redacted]. 
We remain committed to maintaining a high level of customer satisfaction
and appreciate the opportunity to assist.
 
Upon notification that his
application for credit for a First Progress account required additional review,
Mr. [redacted] requested to withdraw his application for credit on February 26,
2015.  First Progress has honored his
request, and a refund of $319.95 was issued to his Mastercard ending in [redacted] on
February 26, 2015.
 
If there are any additional
questions, Mr. [redacted] may contact Customer Service Department at (866)
706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or
Saturday, 9 am to 5 pm Eastern Time.
 
Sincerely,
 
 
First
Progress
 
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA 
31902-0120

face="Times New Roman">
 
April 13, 2015
 
 
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE:      [redacted]
            Case No.:  [redacted]
 
Dear [redacted]:
 
We are in receipt of your
correspondence on behalf of [redacted]. 
We remain committed to maintaining a high level of customer satisfaction
and appreciate the opportunity to assist.
 
Ms. [redacted] applied for a First
Progress account on April 1, 2015.  Her application
was approved on April 9, 2015.  At the
time of approval, a card was mailed to Ms. [redacted], to the address on file.  She should receive the card within 7-10
business days. 
 
If there are any additional
questions, or if Ms. [redacted] still wishes to close her account, she may
contact our Customer Service Department at (866) 706-5543 during our hours of
Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern
Time.
 
Sincerely,
 
 
First
Progress
 
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA 
31902-0120

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer Is below.
 
I have attempted to contact [redacted] several times by phone. He always passes the buck
To one of his employees and will not deal with me directly.I find it rude and less the professional.
First Progress was sent all paperwork and bills for each seperate account. My wifes and Mine
Were both included in the same envelope. They are attempting to make it look like we were irresponsible
In some way. I Assure you we did everything correctly. On prevoius attempts to pay our bills it took this company
Anywhere from 10 to 14 days to process our payments. NOT acceptable! 
I TRIED CALLING [redacted] , again he would not talk to me on the 3rd. He had his employee tell me
That corporate couldnt find it and the lost it. I had to request a refund from.western union which cost me
15$ service charge and another 6 dollars for mail. I was told it could take up to.30 days to get this refund.
I sent it tuesday... so I suggest u just put my account on hold and stop charging me [redacted] because your delayed
Payment on my account is a result of your companies neglect. 
I DESERVE TO BE REIMBURSED FOR MY TIME , TROUBLE AND EXPENSE. How about
You cyt through the Red tape...stop making excuses and fix this problem.
 
 
Very unhappy,
Mr. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Want to make it very cleared, at NO TIME was a "change of Address" ever submitted on my behalf.  Per Progressive, I was told over the phone that they do not accept PO Boxes, and needed a "physical" address.  Furthermore, my Post Office would HAVE submitted letter to my PO Box.  As stated, I live a very small town of 300 people.  More than half have PO Boxes! 
In response to having this card returned is NOT TRUE.  I checked in person with my Postal Master in Town, and at no time was a letter received or returned, therefore, their claim is untrue! 
I request they show me evidence as to it being returned!  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Also, I have copied my statements that reflect only owing a minimum payment of $25. I am not sure where the mix up happen but I paid the exact amount requested of me. I July I paid $25 also but I only made the $25 payment because the computer system stated that was the correct amount.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

July 7, 2016
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902

RE: [redacted]
Case No.: [redacted]
Dear [redacted]:
We are in receipt of your correspondence on behalf of [redacted]. We remain committed to maintaining a...

high level of customer satisfaction and appreciate the opportunity to assist.
We would begin by confirming that First Progress will not hold customers responsible for transactions made without their knowledge and authorization.
According to our records of Mr. [redacted]’s case, however, while Mr. [redacted] reported the card to have been lost, the merchant provided a signed sales draft. The signature on the sales draft is Terry [redacted]. Our Fraud investigations department contacted Mr. [redacted], and at first he denied knowing Terry [redacted]. Subsequently, Mr. [redacted] acknowledged Terry [redacted] to be his wife. Our Fraud Investigation department was then unable to make further progress on this case without an explanation by Mr. [redacted] of how the charges came to be made, and whether he benefitted from the transactions.
If Mr. [redacted] is able to provide at this time such an explanation, including which charges were made by person(s) known to him and which made by person(s) unknown to him, First Progress will reopen this fraud investigation.
If there are any additional questions, Mr. [redacted] may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc: Tiffany Reeves
Synovus Bank
PO Box 120
Columbus, GA 31902-0120

July 25, 2014
RevDex.com
Attn:
[redacted]
500
12th Street
PO
Box 2587
Columbus,
GA 31902
       
RE:      [redacted]
            Case No.:  [redacted]
Dear
[redacted]:
We
are in receipt of your follow up correspondence on behalf of [redacted]. We
remain committed to maintaining a high level of customer satisfaction and
appreciate the opportunity to assist.
Ms.
[redacted]’s security deposit was refunded in full on July 23, 2014, as we previously
stated. We have attached a copy of the transaction record with her bank. In the
complaint, Ms. [redacted] also stated that she failed to receive a response to her
letter. We have also attached a copy of Ms. [redacted]’s letter, with the postmark
clearly showing the date July 18, 2014. We find that Ms. [redacted]’s written
request for a refund was in fact promptly responded to.
Unfortunately,
we are unable to fulfill Ms. [redacted]’s request to amend her credit files. Under the
provision of the Fair Credit Reporting Act, we are responsible for accurate
furnishing of information to the credit reporting agencies. As Ms. [redacted] did
indeed apply and open a First Progress account, the information was accurate as
furnished.
Ms.
[redacted] states that she does not appreciate the tone of First Progress’s
response. The sentiment is reciprocated. Ms. [redacted] applied for the First
Progress card at no cost to her, and when she decided that she no longer wanted
the card, she received a refund in full within one week of her postmarked
request. Meanwhile, First Progress has incurred all the costs of processing her
application, account opening materials, payment, refund, and correspondence. We
do not see what grounds Ms. [redacted] has for complaint, and remain proud of the
service provided to tens of thousands of customers daily.
We regret that Ms. [redacted] was
dissatisfied but hope this successfully resolves the situation.
First
Progress
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA  31902-0120

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My issue with First Progress is that overtime when I contact customer service, I am given inaccurate and incorrect information. It makes me question the quality of customer service. After I realized my payments were not being sent at the beginning of the year,I contacted customer service and according to the person I spoke with, paying around 35 dollars a month would be sufficient and I figured I would pay $50 to pay it off faster. I then set up a direct bill pay prior to the 1st to start paying it off. At that time, my credit card would be paid off in about 6 payments. Apparently they have no record of the call, which doesn't surprise me. A good example of this happening again was on October 1st when I called customer service and the automated system asked If I would like to make a payment by phone and the minimum payment due was $60. I had preferred to speak with a representative and low and behold, the rep states that the minimum balance is $75. I immediately said, hold on, your automated system just said $60. I know this bc I called you 3 times in the last few days and that is what it has been saying. I also spoke with 2 reps before making a payment stating to log in online to view my bill and make my payments. I cancelled my bill pay that very day because of what she said and tried to log in but could not do so even by requesting new password etc. On Oct 1st. I figured I would just call and make the payment and request they waive the fee. Then the final rep I spoke with told me I couldn't make a payment online. 
So, clearly the problem is with customer service giving out wrong information to the customer. They are human beings and they CAN make mistakes or are obviously not being trained thoroughly to continuously give out different information if I have to call 3 times in one week.  I don't understand how the company can't take responsibility of their customer service giving wrong information to the customers which leads them to default. I have lost quite a bit of money and while trying to fix my credit, damaging it. They need to take responsibility for misleading information and damaging someone credit. It's not executable to call get one thing and follow through with payment and find out they were wrong and now it only hurts me. What is the point of having customer service?
Regards,
[redacted]

February 3, 2017
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902

RE: [redacted]
Case No.: [redacted]
Dear [redacted]:
We are in receipt of your correspondence on behalf of [redacted]. We remain committed to...

maintaining a high level of customer satisfaction and appreciate the opportunity to assist.
We have searched our records, and we could find no evidence of any conversation [redacted] had with any customer service representative from the date the account was opened (March 15, 2016) until January 24, 2017, when she was advised of the current status of her account.
The annual fee of $44 was assessed at the time the account was opened, as disclosed at the time of application. The statement dated March 27, 2016 and mailed to the address of record on the account, [redacted], the same as is listed on the complaint, listed a minimum payment of $38 by April 24, 2016. No payment was received, although the card was used for a total of 15 purchases, totaling $155.90, between March 31 and April 20. As a result, the statement dated April 27 included a late fee of $27 and listed a minimum payment of $76 due by May 24. No payment was ever received during 2016, despite monthly statements in May and June warning that the account was past due and would be closed unless payment was received. Finally the account was closed June 27, 2017 and the security deposit of $200 credited the next day. No further fees were assessed after that date, but further statements listing the amount still owed, $142.56, were mailed in August and September.
As a goodwill adjustment, we have waived the $42.56 still outstanding. Otherwise, we can only respond that First Progress provided a card used for 15 purchases to Ms. [redacted], as well as monthly account statements, to which she failed to respond throughout 2016. We do not see what cause First Progress has for apology in this case.
If there are any additional questions, Ms. [redacted] may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc: [redacted]
Synovus Bank
PO Box 120
Columbus, GA 31902-0120

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Per FCRA I am entitled to receive documents that bare my signature on the application and proof of debt or information must be removed. I am willing to accept all information being deleted from my credit bureau reports since my signature is not being provided to open account. The refund dispute and this complaint will be considered satisfied. Or I will seek legal action in addition to documenting this complaint.
Regards,
[redacted]

June 16, 2014
RevDex.com
Attn:
[redacted]
500
12th Street
PO
Box 2587
Columbus,
GA 31902
       
RE:      [redacted]
            Case No.: [redacted]
Dear
[redacted]:
We
are in receipt of your correspondence on behalf of [redacted]. We remain
committed to maintaining a high level of customer satisfaction and appreciate
the opportunity to assist.
On three
different occasions an outbound call was made to verify [redacted]’s address. A call was made on April 29, 2014, April 30,
2014 and May 1, 2014.  On each occasion a
message was left to [redacted] to return our call. We also attempted to
contact [redacted] by sending a letter to her on May 2, 2014,  requesting documents to verify her address
to; [redacted]. Unfortunately, we were never able
to get in touch with [redacted]. .As a result of not being able to verify
[redacted]’s address we had to decline the application on June 6, 2014.
We weren’t able
to get in touch with [redacted], until June 9, 2014 when she contacted our
Customer Service Department to inquire about her deposit. At that time we
issued a request to refund [redacted]’s deposit. On June 10, 2014 a refund
in the amount of $300.00 was issued to her American Express card ending in [redacted].
If
there are any additional questions, [redacted] may contact Customer Service
Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm
Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc:        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA  31902-0120

November 10, 2015
Revdex.com
Attn: [redacted]
500 12th Street
PO Box 2587
Columbus, GA 31902

RE: [redacted]
Case No.: [redacted]
Dear [redacted]:
We are in receipt of your correspondence on behalf of [redacted]. We remain committed to maintaining a...

high level of customer satisfaction and appreciate the opportunity to assist.
Mr. [redacted]’ First Progress account was opened on February 27, 2014, at which time he provided First Progress with a security deposit of $350.00. The account was closed on September 22, 2014, due to non-payment of the account. At this time, the balance due exceeded the amount of the security deposit, which left a remaining balance due of $154.92.
As the reporting to the major credit reporting agencies is accurate, we are unable to change reporting of historical delinquencies on Mr. [redacted]’s account. Mr. [redacted] has paid the remaining balance owed, on August 28, 2015, and the account is now being reported as current with a $0 balance, however we cannot change the previously reported delinquencies.
If there are any additional questions, Mr. [redacted] may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.
Sincerely,
First Progress
cc: [redacted]
Synovus Bank
PO Box 120
Columbus, GA 31902-0120