First Progress Card

July 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.
Ms. [redacted] applied for a First Progress account on
June 4, 2014 at www.firstprogress.com  Federal law
requires that we verify the identity of applicants prior to opening an account,
and the application therefore states that:
What this means for you: When you open
an account, we will ask for your name, address, date of birth, and other
information that will allow us to identify you. We may also ask to see your
driver’s license or other identifying documents.
On June 11, 2014, a letter was mailed to Ms. [redacted]
via USPS, asking her to provide documentation to verify her identity in order
for us to be able to open an account. 
The letter was sent to the physical address provided on her application,
namely [redacted]  [redacted] the same address as on the complaint. To date, the letter has not
been returned to us by the US Postal Service; therefore we had no reason to
suspect she had not received the letter requiring the additional documentation.
Our
records indicate an email was sent to Ms. [redacted] at [redacted]m , the email address provided on her application and
on her complaint, confirming her application on June 4. This email stated that
“If approved, you should receive your new credit card within 7 to 10 days.” The
“if approved” language is in place specifically to account for the verification
procedures required to satisfy federal law. A subsequent email on June 5, 2014
notified Ms. [redacted] that “Your application status has been updated,” and
provided a link to a secure website where she could find out more specifically
the issue with the application and the steps required.
Our
records indicate that Ms. [redacted] called in July 10, 2014 and was informed of
the documents required. Rather than provide these, she requested a refund of
her security deposit. On July 15, 2014, a refund of $1000.00 was processed to
the Visa card used for the security deposit.
We
are sorry that we were not able to open an account for Ms. [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

[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.
Regards,
[redacted]

face="Times New Roman">
 
January 30, 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.
 
First Progress did send a letter dated
November 6, 2014, to Ms. [redacted] requesting additional documentation in order to
complete review and approve her application for a First Progress secured credit
card.  To date, we have not received any
documentation from Ms. [redacted]. 
 
The “Fund Later” fee of $29.95 is a
non-refundable fee, as specified on our website, www.firstprogress.com, however, as a
courtesy we have issued a refund to the card used as payment of this fee. 
 
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

May 25, 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.
In order to complete processing of Ms. [redacted]’s application, a letter was sent May 4, 2016 advising additional information was needed to verify her identity; however, a response was not received.
We have also searched our records, but cannot find any call or correspondence received from Ms. [redacted] requesting cancellation of the application. Upon receipt of Ms. [redacted]’s complaint, First Progress has refunded her the $500 security deposit.
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

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 follow up correspondence on behalf
of [redacted]. We remain committed to
maintaining a high level of customer satisfaction and appreciate the
opportunity to assist.
 
As stated in our previous
response, the annual fee of $29 was credited to the account on March 20,
2015.  This was after the billing cycle
ended for March, as the statement was prepared on March 12, 2015.  Mr. [redacted]’s next statement, dated April 12,
2015, includes the credit of $29 and shows the account having a $0 balance due
to the fee being waived.
 
As previously stated, we had
requested in March that the credit bureaus delete any record of Mr. [redacted]’s
account.  The account is closed with a
zero balance in our records.
 
We hope that this matter has now been resolved.
 
Sincerely,
 
 
First Progress
 
cc:        [redacted]
            Synovus
Bank
            PO Box 120
            Columbus,
GA  31902-0120

They sent my card to the correct address after 2 months,then deactivate d it for late annual fee...Then payment was made through money gram then they said we haven't received it.Money gram is saying first progress received it the same day.Now first progress is saying they can't track the reference number..Horrible

Absolutely terrible experience with this company. Called customer non-service multiple times, multiple times call is dropped at various points whilst working my way through the telephone tree. Some of the telephone choices are invalid and so your call is dropped once again. Card delayed, change of address delayed, charged a late fee for a card I hadn't even received, took forever to reverse the charge. And to get your security deposit back: 70 days! That's 7 weeks folks. Almost 2 months! TOTALLY ABSURD! (They can debit my checking account immediately but it takes them 70 DAYS to send *my* money back to me??).

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.The $37 they are saying was owed was a late fee that was removed. Then I get another. You cannot add a late fee to a late fee. Pull the phone call this is ridiculous that I am arguing about this. As soon as this account is settled I'm canceling this card because they do not have the customer in mind, it's about making money to them.
Regards,[redacted]

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.
 
A hold has been placed on Mr. [redacted]’s account due to the
patterns of activity on the account. 
These patterns, especially within the first few months of the account
opening, has been found in other instances to be associated with potential
suspicious activity.  We received
required verification, and the hold was removed from Mr. [redacted]’s account on
April 6, 2015.  He was able to make
additional purchases using the card that same day.
 
If Mr. [redacted] has any additional
questions, he may contact our Customer Service Department at (866) 706-5543.
 
Sincerely,
 
 
First
Progress
 
[redacted]        [redacted]
            Synovus Bank
            PO Box 120
            Columbus, GA 
31902-0120

January 11, 2016
Revdex.com
Attn: [redacted] 500 12th Street
PO Box 2587
Columbus, GA 31902

RE: [redacted]
Case No.: [redacted]
Dear Rosemarie [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.
When Miss [redacted] contacted First Progress, her application had not yet been approved. Therefore, at her request, we are able to cancel her application, and refund her deposit to the credit card used for the deposit. Ms. [redacted] does not have to wait 70 days to receive her refund.
We apologize for the misinformation she received from our customer service agent, and on January 7, 2016 we withdrew her application for credit. We have issued a credit in the amount of $500 to the VISA account ending in 5408. Miss [redacted] will need to contact her issuing bank to verify receipt of the credit.

If there are any additional questions, Miss [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

June 30, 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.
A statement is generated for Mr. [redacted]’s account on the 22nd of each month. According to our records, the statement dated November 22, 2015 was returned to us by USPS with a new address for Mr. [redacted]: [redacted]. First Progress then sent written correspondence to Mr. [redacted] to confirm this new address as per federal regulations.
Beginning with the December 22, 2015 statement, First Progress mailed the statements to this new address, which matches the address on Mr. [redacted]’s complaint, and USPS has not returned any of these statements. Of course, we also continued to make the statements available online 24 hours a day, 7 days a week within the Customer Center.
The statement dated March 22, 2016 included a notice that the annual fee would be billed to the account the next month, and gave procedures to be followed if Mr. [redacted] wished to avoid paying the fee by terminating his account. Since no response was received, the annual fee was billed on the statement dated April 22, 2016, and late payment fees were subsequently incurred when no payment or communication was received. The first communication received from Mr. [redacted] since 2014 was his call of June 24, 2016, during which payment was taken and $37 late payment fee waived as a courtesy.
If Mr. [redacted] is not receiving his statements, we suggest that he contact the US Postal Service with his issue.
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">
 
August 17, 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.
 
First
Progress had received a bankruptcy notification for a different customer with a
similar name, and misapplied this notification to Mr. [redacted] account on
February 23, 2015. The security deposit was then refunded in full.
 
The
error is entirely ours, and we contacted Mr. [redacted] on August 10 to apologize
and to make amends. Mr. [redacted] having agreed to provide a new security deposit,
First Progress has reopened the account. Of course, we have also contacted all
three consumer reporting agencies to remove the incorrectly reported bankruptcy
as well.
 
 
We hope to provide Mr. [redacted]
with better service in future, and that this response fully addresses the
complaint.  If there are any 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

August 7, 2014
RevDex.com
Attn: [redacted]
500
12th Street
PO
Box 2587
Columbus,
GA 31902
       
RE:      [redacted]
            [redacted]  [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.
An account for Mr. [redacted] was opened on December 17,
2013, pursuant to his online application which listed his address as [redacted] Louisville, KY 40[redacted]. On March 5, 2014 we received from the
USPS a statement mailed to this address, marked as “undeliverable.” Due to the
credit balance which Mr. [redacted] cities, we issued a credit balance refund
check on June 5, 2014 in the amount of $67.60 to the same address, which was
later returned to us by USPS as undeliverable on June 24, 2014. A second attempt
was made on August 5, 2014 to mail to the only address in our records which was
the address Mr. [redacted] had listed on his application; [redacted], Louisville, KY 40[redacted]
A review of our records does not show any attempt by
Mr. [redacted], with by mail or by phone, to contact us with a corrected address
or ask any questions about his account. The Customer Service Department phone
number is listed on the back of every First Progress Card. Our records indicate
that Mr. Kennedy was indeed unable to obtain the authorization he attempted
with his card on August 6, 2014, but this authorization was denied because the
amount sought by the merchant, $2,265.00, was far in excess of the account’s
credit limit of $300.00
We noted that the complaint listed an apartment number
not previously known to us; 8650 Park Laureate Drive Apt 216, Louisville, KY
40220-7035. We have therefore updated the address on the account accordingly.
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

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.It is now July 17th and my bank (where the money initially was taken from for this credit card) has not received any notification that funds will be transferred back in to the account.  This was as of 12:00 p.m. PDT.
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.
Regards,
[redacted]

March 18, 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 follow up correspondence on behalf
of [redacted] . We remain committed to
maintaining a high level of customer satisfaction and appreciate the
opportunity to assist.
 
We are sorry Mr. [redacted] is not
satisfied with the courtesy removal of only one late fee, which was assessed on
February 22, 2015.  However, Mr. [redacted]
did not contact us in regards to the disputed transaction(s) until January 30,
2015, after his account was past due. 
 
The December 22, 2014 billing
statement reflects a required minimum payment of $37 due on January 19,
2015.  Mr. [redacted] did not provide a
payment, resulting in the account becoming past due, and a late fee being assessed
on January 20, 2015 in the amount of $37. 
As this was assessed before Mr. [redacted] notified us by phone of the
disputed charge(s), we are unable to remove any additional late fees. 
 
If Mr. [redacted] has
any additional questions, he may contact our Customer Service Department at
(866) 706-5543.
 
Sincerely,
 
 
First Progress
 
cc:        [redacted]
            Synovus
Bank
            PO Box 120
            Columbus,
GA  31902-0120

January 26, 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, an application was received online from Mrs. [redacted] using the same email address, [redacted], as is listed in this complaint. An account was opened pursuant to that application on February 20, 2015, and a First Progress Card subsequently mailed to the physical address listed on the application, [redacted]. On March 4, 2015, the card was activated using Mrs. [redacted]’s personal information by a call from the same telephone number she provided on the application. The card was subsequently used for purchases at local merchants within the Dallas area, as detailed on the statements dated March 12 and April 12, 2015, and mailed to that same physical address (statements are attached to the Revdex.com). After no payment was received for several months, the account was permanently closed July 10, 2015 and the security deposit applied to offset the balance owed. A balance remains unpaid.
We see from the complaint that while Mrs. [redacted] acknowledges that she did indeed apply for the card, she moved from the Dallas address shortly thereafter. Unfortunately, we do not have record of Mrs. [redacted] communicating, either verbally or in writing, a change of address at any time before the account was closed for nonpayment. As specified in the Cardholder Agreement provided at time of application, the cardholder promises to “inform us promptly in writing of any change in your address or other contact information”. It does not appear that the promise was kept in this instance.
If there are any additional questions, Mrs. [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 15, 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]’ April 4, 2015 statement includes a printed notification
“YOUR ACCOUNT IS PAST DUE $184.14. THE PAST DUE AMOUNT
IS INCLUDED IN THE MINIMUM PAYMENT. PLEASE REMIT IMMEDIATELY.”
Ms.
[redacted] has failed to make any payments towards her outstanding balance since
September 16, 2014.  As per the Terms and
Conditions provided at the time of application and the Cardholder Agreement
provided at the time of account opening, missed payments incur late fees.  We have provided notification on each billing
statement, advising of her past due amount. 
Ms. [redacted] has yet to remit a payment towards her past due account.  When the account became 90 days past due, on
February 4, 2015, the account was closed due to non-payment.  
 
The
security deposit of $300 was credited in full against the outstanding balance,
$484.14, leaving a remaining balance of $184.14 due.    Since there was an outstanding balance
greater than the credit limit, as secured by her deposit at the time of account
opening, we are unable to issue a refund of her security deposit.  The funds from the security deposit have been
used to pay down the balance due.
 
We
cannot issue a check for $115.86, as Ms. [redacted] is requesting.  We recommend that Ms. [redacted] remit payment of
$184.14 immediately to bring her account balance to $0. 
 
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.I would like them to provide a signed copy of the agreement. I don't recall signing anything. My understanding was this was a prepaid card that would not impact my credit negatively. I was never informed that they would be reporting negative items to the credit bureau becuase credit was never extended to me.
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.
Regards,[redacted]