First Progress Card

July 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.
We have checked our records, and were unable to locate any record of Mr. [redacted] contacting our Customer Service Department on or around November 18, 2015. However, our records do indicate Mr. [redacted] contacted us on April 14, 2016 to dispute a charge in the amount of $24.37 from Bridgton Gulf due to paying the merchant with cash. A credit for the amount of the transaction was applied to his account on the same date and a letter was sent advising on April 18, 2016.
Our records also reflect Mr. [redacted]’s last payment was submitted on April 21, 2016. However, the statement dated April 27, 2016 lists a total balance owed of minimum payment due of $38.00 by May 24, 2016. No payment was received by that date, or at any time since April 21. May 27 and June 27 statements have shown the account as past due. At this time the account is in danger of being closed due to nonpayment.
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

March 21, 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.
Mr. [redacted] called customer service on February 12, 2014 to close his account. Due to an error by our customer service representative, at that time the account closure was not completed. The closure has now been completed and a credit balance of $375 exists on the account as of today, March 21.  We will issue a credit balance refund check for this balance to Mr. [redacted] at [redacted] on March 25, 2014.
We apologize for any inconvenience this error caused Mr. [redacted].  If he has any additional questions, he may contact our Customer Service Department at ###-###-####.
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.
WHOA WHOA WHOA!  SEPTEMBER 22nd STATEMENT?  NO this is a CLOSED ACCOUNT!  There should be NO statements!   I CLOSED THE ACCOUNT AND ASKED FOR A REFUND!  The fact you are still sending me statements 2 months later would reinforce the fact the account was not close don august 6th as my letter received from your company states.  If we can not resolve this here and now and close my account for good no statements and no billing me monthly for a card that does not exist it will be a matter for the state. 
Why would I get a SECOND statement from a closed account!
Regards,
[redacted]

March 8, 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 are sorry that we cannot fulfill your request to amend your credit files.
Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment.
We realize that you will be disappointed by our inability to address your issue, and that you may choose to close your account as a result. We can only hope that we are more successful at addressing any other issues you may have in the 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

[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]1, and find that this resolution would be satisfactory to me. 
I was contacted by the company and they did resolve my problem.  However, their written response fails to include several other facets which were discussed in the phone call.  Most importantly, that from the 1st through the 10th of the month their call volume grows beyond what they can manage.  This is because all card holders have the same payment date.
To address this issue, they intended for all calls to be forwarded to a voicemail system for a future call back.  I informed them that I was never successfully transferred to a voicemail system, and they promised to check the system to confirm that it was functioning properly.  This is particularly important because this is true for their Lost/Stolen line.
At this time, I am able to log into the website, and I will have better luck reaching a person (if necessary) in the last 2/3 of the month.
Regards,
[redacted]

face="Times New Roman">
 
December 19, 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.
 
We are sorry to hear Ms. [redacted] is
having trouble reaching First Progress.  First
Progress does provide a phone number for customers to contact customer
service.  This number, (866) 706-5543, is
located on the back of their credit card, as well as on each billing statement.
Records do not show any outages of that number for any day during the past
month.
 
First Progress mailed the billing
statement dated October 4, 2014 to Ms. [redacted], at the address on file, which
matches the address on this complaint, [redacted].  This was returned by the
US Postal Service as “Return to Sender, Not Deliverable as Addressed, Unable to
Forward”.  The new card we mailed on October
31, 2014 to the same address was also returned to us for the same reason.
 
If there are any additional
questions, Ms. [redacted] 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

'Times New Roman'; font-size: 10px;">
 
 
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.
[redacted] called and spoke to our Customer Service
Department on February 28, 2014 and on March 3, 2014. Both calls consisted of
[redacted], inquiring about decreasing the account’s credit limit and how to
close an account. [redacted] was advised that we only allow an increase in
the credit limit. He was also advised that an account closure request can be
done by calling us; we would then close the account and use the deposit to
cover the remaining balance, should he have one. A refund would then be issued
to cover the difference; this process can take up to 70 days. Unfortunately, at
no time did [redacted] request to close his account, he only inquired about
the procedure for an account closure and the approximate timeframe to receive a
refund of the deposit.
On June 12, 2014, [redacted] spoke to our Customer
Service Department where we proceeded to close his account per his request. We
would like to advise [redacted] that he currently has a remaining balance on
his account in the amount of $41.56. Unfortunately, we are unable to remove any
negative reporting since we must report accurately to the credit bureaus. We
apologize for any inconvenience this misunderstanding may have caused Joseph
Joseph.
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,
Madison Greaves

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.
Once again, the 'attachment' referenced in First Progress' response is not included. However, I have provided a copy of my Experian credit report showing that nothing was reported since November.
Secondly, The number of times I have actually gotten through to a customer service representative represents about 20% of the times I attempted.
Finally, the requested refund was not for interest or payment fees, but rather for the annual fee charged to me when setting this card up.
Regards,
[redacted]

face="Times New Roman">
 
December 8, 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.
 
First Progress received notification
of Mr. [redacted]’s petition of Chapter 7 Bankruptcy filing on July 31, 2014.  At this time, we closed the account
accordingly due to his filing.  Inadvertently,
we have continued to report his account to the credit bureaus as open. 
 
On December 8, 2014, we have
submitted a request to the three major credit bureaus to remove the negative
reporting that has occurred since receipt if his bankruptcy filing.  We have also, as a courtesy, removed a late
fee in the amount of $25 and finance charges in the amount of $ 10.39, bringing
the balance on his First Progress account to $0. 
 
 
If there are any additional
questions, Mr. [redacted] 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

September 4, 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.
Mr. [redacted] submitted an
application online for a Platinum Select Mastercard from First Progress, which
as a variable APR of 14.99% for purchases and an annual fee of $39.  The annual fee is billed upon approval of the
application, of which Mr. [redacted] agreed to upon submission of his application.  
Mr. [redacted] may have intended to apply for the Platinum Prestige Mastercard from
First progress, which has a variable APR of 11.99% for purchases and an annual
fee of $44, however that is not the application he submitted.  In order to comply with federal regulations, First
Progress is unable to change  the product
after an application is submitted. 
Per
Mr. [redacted]’s request, the account was closed on August 6, 2014.  As per the Cardholder Agreement, the refund
of the Security Deposit can take up a period of to 10 weeks.  However, we could have provided better
service in this instance, Mr. [redacted] could have written in to our
correspondence address to request an expedited refund, which we would be happy
to honor, as he has never used the card for any purchases. 
The
annual fee of $39 was waived on September 1, 2014, and a refund of the security
deposit in full, $300.00, has been issued on September 4, 2014.  He should receive the refund check 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]
                [redacted]
                [redacted]
                [redacted]

No, I still haven't been refunded my money.  Maybe they can direct deposit it because this is ridiculous on their part if not fraudulent.

[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]

No phone number on website. customer service is very poor once you find the number to get a hold of them. They deliberately make you wait a long period of time before sending you the card so they can keep your security deposit as long as possible so they can make the interest off your money and also so you pay their 30 dollar fee to expedite the card shipment. Worst line of credit I have dealt with all around. Stay clear of this clown show.

face="Times New Roman">
 
December 12, 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.
 
When Mr. [redacted] was approved for a
First Progress credit card, he agreed to the $29 annual fee, which is disclosed
before you apply for the card.  Once
approved, and the funds secured, the annual fee is assessed for the first
year. 
 
Unfortunately, we do not accept
payments on our website.  However First
Progress always accepts payments made by mail to the payment address printed on
every statement:  PO Box 84019, Columbus GA, 31908-4019, as specified in
the Cardholder Agreement.  We are also pleased to accept ACH payments
initiated through a customer’s financial institution or by a third party. 
As a last resort, ACH payments can be taken our live representatives, but at a
$10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment
Fee:  We may make available at our customer service number an expedited
telephone payment service involving assistance by one of our associates or
agents.  We will charge a $10 Expedited Telephone Payment Fee for each
expedited payment authorized by telephone in this way.”)
 
First Progress does not charge
cardholders to close their accounts.  On
December 6, 2014, Mr. [redacted] made a payment by phone, which is why a fee of $10
was assessed, as disclosed by the representative who answered his call as well
as in the cardholder agreement for expedited telephone payments. 
 
When Mr. [redacted] closed his account,
on December 6, 2014, he was advised it may take up to 70 days to receive a
refund of his security deposit.  We do
advise our cardholders, as per the cardholder agreement, that it may take up to
10 weeks for the credit balance refund to be issued, unless a written request
to issue the refund is received.  As a
courtesy, upon receipt of this complaint, on December 11, 2014, we have issued
the credit balance refund in the amount of $300.00.  Mr. [redacted] should receive his check within
7-10 business days of this date.
 
If there are any additional
questions, Mr. [redacted] 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

September 24, 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.
Mr. [redacted]’ First Progress account
was closed, as per his request, on September 9, 2014.  At this time, his security deposit of $300.00
was applied against any outstanding balance on his account.  Mr. [redacted] has a credit balance of $290.00
at this time.
As per the Cardholder Agreement, the
refund of the Security Deposit can take up a period of to 10 weeks.  However, Mr. [redacted] was advised by our
Customer Service agent on September 18, 2014 that he could send a request to
our correspondence address, by mail or fax, to request an expedited refund, which
we would be happy to honor.  We are
considering this complaint as his written request for an expedited refund and
he should receive a check within 7-10 business days for $290.00.
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

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.
 
Mr.
[redacted] was approved for a First Progress Master Card on March 10, 2015.  At that time, a card was created, and mailed
to the address provided on his application, [redacted]. 
This card was returned to us by the US Postal Service on April 3, 2015
as undeliverable, with the message “Return to Sender – Not Deliverable as
Addressed – Unable to Forward”.    As a
security precaution, First Progress does not allow cards to be forwarded by the
US Postal Service, instead they are returned to us if they cannot be delivered
to the address we have on file.
 
Mr.
[redacted] updated his mailing address on March 11, 2015, to a PO Box, therefore
his statement, which generated on April 12, 2015, was sent to the new PO Box we
had on file. 
 
On
March 31, 2015, when he still had not received his card, we did request a new
card to be sent to Mr. [redacted], to the current address we have on file, [redacted].  Our
records indicate Mr. [redacted] activated the card on April 9, 2015, at 3:12 pm
EST.  
 
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

[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]

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.]
First Progress maintains in their response to me, that "Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment." 
In two examples of satisfactorily resolved complaints, seen here in the Revdex.com complaints directory, First Progress has has shown that they do, in fact, remove "30+ days late" reporting and other remarks from credit bureau reporting. 
Example #1: 
"Billing/Collection Issues" -  2/1/2016 --
First Progress said "As Mr. [redacted] has closed his account, as a courtesy, on receipt of this follow up complaint, we have removed the 30+ days late reporting from his credit reports. The update was submitted to the credit reporting agencies on January 27, 2016, and may take up to 45 days for this update to be reflected on his reports. We hope this fully satisfies Mr. [redacted] in regard to his First Progress Card. "
Example #2:  "Billing/Collection Issues 2/29/16"
Desired Settlement: I need for the removal of the incorrect late fees as it is inaccurate and are adversely affecting me. On 12/02/15 I spoke with the agent and paid the $103.00 and $142.00 respectively. Please remove the erroneous 31, and or 61-day late payment entries, as they are inaccurate and are hurting my credit rating.
Business Response: February 17, 2016 Better --- Business Bureau 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 are unable to find any record of a bank error in regards to Mr. [redacted] not receiving his statements, as Mr. [redacted] signed up for electronic statements. This is something our cardholders must sign up for themselves, as our agents cannot elect for cardholders to receive electronic statements. Our records indicate email notifications of statement availability were provided to Mr. [redacted] at [redacted] on the following dates and times: 2015-07-27 06:36:00 2015-08-29 03:29:53 2015-09-27 11:02:30 2015-10-25 13:29:23 2015-11-24 13:13:21 2015-12-27 05:43:38 2016-01-24 15:43:57 As a courtesy, we have removed the past due history from both of Mr. [redacted]’s accounts, viewing this as an honest mistake, made by Mr. [redacted].  
It is very clear reading through these, that other people have had their credit reporting changed, and yet my response was that I am denied the same consideration. The account I cited in my complaint is accurate, as others had similar problems when the online payment options disappeared, as well.  In Example #2, First Progress says exactly "As a courtesy, we have removed the past due history". My response is that they are not capable of that.  Why am I being treated differently or told a different rule? I stated in my complaint that due to the removal of their online pay system, I was confused and did not understand how to make a payment through my bank, when I had been making payments through their website all along. This is an honest recollection of what happened. It was a fundamental change in the way one is able to care/pay for their account. This was honestly the case, and yet First Progress only sends me the same cold phrasing, but sends others "courtesies" as referenced here in the Revdex.com complaints, in numerous cases. 
Other people have had their credit reporting changed, and yet my response was that I am denied the same consideration. I believe First Progress does not wish to extend the same courtesy to me and is discriminating against me for some reason. Suddenly taking away an online payment system is a very big deal for keeping current on one's account. I hope others who are reading this realize that this company is not there to help you, or they do so with little real concern, if they show such blatant discrimination towards some customers. Shown here in the Revdex.com listings, they do indeed extend courtesies, even though they tell me "Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment." Which one is it First Progress? You can't send a form letter to one person and say the opposite to others. I was honest in my statement about not understanding the transition away from your online pay system and that it resulted in late payments.Since you practice discrimination with your customers, like myself, for what reason I do not know, I cannot do business a company like you. Additionally, I will warn others, there is no auto payment ability with this card, which is the best feature you could offer to anyone seeking to build credit-- making on-time payments. While I can understand First Progress not wanting to address my period of illness and denying an adjustment to that struggling time-frame I encountered (and I took/take responsibility for, I only asked), First Progress has given others courtesy adjustments (evidenced here in the Revdex.com), but will not extend it to me for an honest mistake which began due to the confusion of having auto pay one day, and then not having it all and then having to call my bank, learn how to set up e-payments through my bank (which took some time. First Progress does not even do "e-bills"- you have to GUESS THE PAYMENT or look it up each month).I am ashamed of this company and no longer wish to do business with you, First Progress. Please close my account and refund my secured deposit within 7-10 days. You are clearly not interested in being a partner in building credit, you are just a bank with no features aiding one to do that, you have no empathy, nor customer service agents who express any, and YOU ARE DISCRIMINATING AGAINST ME, but not others. Is that the message you want to display to other customers? It was an honest mix-up with the payment system, and yet you will not extend me the same courtesy you extend others.
I've had better service and credit-building opportunity with a non-secured lender than this setup, by far. I advise anyone who reads this to heed warning that First Progress will discriminate against you, favoring some, and change their payment system on a whim with little to know notice and then expect you to figure it all out. Then they will decide you are not as good enough for "courtesy," but others are.Please do close my account and refund my secured deposit of $1000.00 - which I expect to receive within 7-10 days. I again, respectfully request you to "extend courtesy" (which you have repeatedly said you will do for others, but not me) to change the late payment reporting, which was due to your sudden decision to overhaul the way I depended on paying you. As you can see I have been paying quite regularly, since, and the dates I mentioned were the honest mistake, and exception. Thank you.
Regards,
Jason Tillotson

face="Times New Roman">
 
June 25, 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.
 
When
Mr. [redacted] applied for his First Progress account, he provided the address of [redacted]. 
A card was mailed to this address after the account was opened, on May
11, 2015. 
 
Mr. [redacted]
contacted customer service on May 20, advised he did not receive his card
yet.  He was advised of the timeframe to
receive, 7 - 10 business days.  He
contacted customer service again on May 28, at which time we requested a
replacement card.  This card was mailed
to the address on file, which was verified by Mr. [redacted] as being correct.
 
On June
17, Mr. [redacted] contacted Customer Service again in regards to non-receipt of his
card.  He was advised “It should be there
tomorrow” and to contact us if the card does not arrive.  When he contacted us on June 18, the card
still had not arrived, and a third card was requested.  This was also being mailed to the address on
file, which Mr. [redacted] had again verified as being correct.
 
Upon
receipt of this complaint, we noticed that Mr. [redacted]’s address included an apartment
number, which was not provided on his application.  We have reviewed the recordings of each call,
but did not hear Mr. [redacted] mention an apartment number.  We have added the apartment number, and on
June 24, a new card was issued, to be mailed to the address Mr. [redacted] provided
on his complaint, [redacted]. 
We hope that USPS would deliver this card to this address 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