Genesis Bankcard Services Inc

Bankcard Services
 
 
September 12, 2016
 
 
 
Revdex.com
P.O. Box 1000
Dupont, WA 98327
 
RE:          [redacted]...

[redacted]
                Case #[redacted]
 
 
Dear Revdex.com:
 
This letter is in response to your inquiry dated September 8, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Mr. [redacted] bringing this issue to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have taken action on the consumer’s behalf by providing a courtesy credit and correspondence with additional details about his request. We believe our actions on this account have addressed his concerns.      
 
We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
 
Sincerely,
 
 
Bankcard Services

January 19, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                 Case # [redacted]   Dear Better Business...

Bureau:   This letter is in response to your inquiry dated January 16, 2018, regarding a complaint filed with your office by the above referenced consumer.  We reviewed her account and found the following: We listened to the call from 10/23/17 due to an assertion made in the 12/23 conversation that a representative offered to waive the annual fee in October.  There was no discussion of the annual fee or waiving it.  The discussion centered on payment processing issues we were experiencing and her expressed concern at that time was being assessed a late fee, even though it was our system issues that caused the delay in payment.  We offered and honored waiving the late fee that was assessed due to the system issues. Per the assertion in her complaint that she called to cancel her account in November because of the annual fee, we listened to that call as well.  In that interaction, Ms. [redacted] was upset because her statement reflected a double payment was owed.  Her statement printed before the payment that we processed for her in October posted.  The representative reassured her she could just pay the $40.00 owed for November and that she would also only owe $40.00 in December.  He was unaware of the timing of the annual fee, which was itemized and communicated on the same statement that generated the phone call from Ms. [redacted].  She did not inquire about the annual fee or threaten to close her account because of it in this conversation. In the conversation on 12/23/17, our representative informed Ms. [redacted] that the offer to waive the fee was not documented and is not customary; she clarified representatives are permitted to waive a portion of the fee as a courtesy and offered to credit her $25.00.  The representative clarified the fee was charged in accordance with her credit agreement with us and sought management approval to make an exception. An exception was made and the annual fee was waived.  Ms. [redacted] further requested that we adjust the scheduled payment that had increased considerably due to the annual fee.  While it is true that we cannot adjust the scheduled payment, the representative should have clarified that the regularly scheduled payment would have been sufficient because the system would adjust what was due based on the new balance once the account cycled.  That was clarified for Ms. [redacted] in a subsequent conversation.  We apologize for any frustration caused by the misinformation given; we have addressed the issue with management to prevent any further issues. The representative closed Ms. [redacted]’s card due to the disagreement caused by the misinformation offered; we can re-open the account in light of that error.  We attempted to reach Ms. [redacted] directly but there was no answer and no messaging system.  She may contact us at the number below.   We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636. Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,   Bankcard Services Tell us why here...

Bankcard Services
 
November 14, 2016
 
 
Revdex.com
P.O. Box 1000
Dupont, WA 98327
 
RE:          [redacted]  
                Case...

#[redacted]
 
 
Dear Revdex.com:
 
This letter is in response to your inquiry dated November 8, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Mr. [redacted] bringing his concern to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have credited his full Annual Membership Fee and the Over Limit Fee, the account has also been closed per his request. Credits will be visible November 18th, and a letter confirming the closure has been sent. We believe our actions have addressed his concerns.       
 
We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
 
Sincerely,
 
 
Bankcard Services

Bankcard Services   August 7, 2017  Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                   Case #[redacted]  ...

  Dear Revdex.com:   This letter is in response to your inquiry dated July 31, 2017, regarding a complaint filed with your office by the above referenced consumer.   We appreciate Ms. [redacted] bringing this concern to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have reviewed the account to determine next steps. The Annual Membership Fee has been credited to the consumer’s account, which she closed July 28, 2017. The credit of $99 will be reflected on her August statement. We believe our actions have addressed her concerns.          We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,     Bankcard Services

Dear RevDex.com:This letter
is in response to the rejection to a response from your inquiry presented to us
August 10, 2017, regarding a complaint filed with your office by the above
referenced consumer. We appreciate
Ms. [redacted] advising us that the credit bureau reporting had not...

yet updated the
current status of the account. We have submitted a request to have the
reporting corrected to accurately reflect the status of the account prior to
being sold and that is had been transferred to a new owner. We suggest the consumer
allow up to 60 days for the bureaus update to be reflected. As previously
stated, the payment sent by the customer was forwarded to the new owner of her
account, who processed the payment and confirmed they are not bureau reporting
on the account. We believe our actions have addressed her concerns.We hope this resolves
this matter, but if you or the consumer has additional questions or concerns, please
contact us at 1-866-453-2636.  Our
customer service hours are from 6am to 6pm, Pacific Time, seven days a week.Sincerely,Bankcard Services

June 20, 2016
 
 
Revdex.com
P.O. Box 1000
Dupont, WA 98327
 
RE:          [redacted]
                Case...

#[redacted]
 
 
Dear Revdex.com:
 
This letter is in response to your inquiry dated June 11, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Mr. [redacted] bringing this issue to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have taken the requested action on the consumer’s behalf; the NSF fee will be credited once it’s been applied to the account. While written confirmation of this action will not be available until the next statement is cut, July 15th, the customer can call our office to confirm the credit has been applied later this week. We believe the actions taken on this account address his concerns.   
 
We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636. Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
 
Sincerely,
 
 
Bankcard Services

Dear Revdex.com:This letter is in response to your inquiry dated December 20,
2017, regarding a complaint filed with your office by the above referenced
consumer. We appreciate the consumer contacting us in regards to his
experience with our account and his patience while we review...

and resolve his
claim. Since the consumer never used the account and the card was never
activated she is not responsible for any fees assessed to the account. All
assessed fees have been credited and a confirmation letter was sent to the
consumer’s address. In addition, the account has been closed per the consumer’s
request. We believe our actions have addressed the consumer’s concerns.       We hope this resolves this matter, but if you or the
consumer has additional questions or concerns, please contact us at 1-866-453-2636.
 Our customer service hours are from 6am
to 6pm, Pacific Time, seven days a week.Sincerely,Bankcard
Services

Complaint: [redacted]
I am rejecting this response because Bank Card Services clearly does not have a handle on there controls. I made the call to them and requested that that I be put on Automatic Payments. I gave them my banking information for this - it is not my fault that your phone system does not work. If I were lying about this then I would have not made the payment on the 31st day upon finding out I was 30 days late. I have a near flawless credit history - absolutely no late payments and I refuse to accept this one. My request is that this 30 day late payment still be removed from all 3 major credit bureaus so we can move on from this situation.
Sincerely,
[redacted]

March 26, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                       Case...

#[redacted]     Dear Revdex.com:   This letter is in response to your inquiry dated March 19, 2018, regarding a complaint filed with your office by the above referenced consumer, in which he asserted he never had an account with Mid-Atlantic Bank and Trust (MABT) and wanted the account removed from his credit file.   We wish to clarify that MABT was the bank for his Mattress Firm account, the phone number for which matches the one provided with this complaint.  Our Fraud department researched this issue for Mr. [redacted] in February and found that the account was established with information that matched Mr. [redacted]’s, including his date of birth and social security number.  We have already denoted on his credit file that he disagrees with our findings.   We believe we have adequately researched and resolved this matter and in order to maintain the integrity of the credit reporting system, cannot remove this from his credit file.  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636. Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,   Bankcard Services Tell us why here...

Bankcard Services     September 28, 2017     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                 Case...

#[redacted]     Dear Revdex.com:   This letter is in response to your inquiry dated September 19, 2017, regarding a complaint filed with your office by the above referenced consumer.   We appreciate Mr. [redacted] bringing this concern to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have reviewed the account to determine next steps. We know the consumer and all customers who have been in the wake of the multiple storms hitting our coasts have had to and will continue to face challenging times. While we’re not able to comply with all changes the consumer has requested, we are able to decrease their APR and minimum monthly payment for a period of time. The account had and continues to require a Monthly Minimum Payments and any missed payments must be caught up by the consumer; the total amount due has been adjusted to the new minimum payment amount in hopes it will make it easier for them to bring their account current. A late fee, assessed due to the August 10, 2017 missed payment, has been credited as a courtesy. Our program does not offer an option for payment deferment or changes to credit reporting due to delinquency. We believe our actions have addressed his concerns.          We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,     Bankcard Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Clarification of what? What do I need to send

Bankcard Services
 
July 27, 2016
 
 
Revdex.com
P.O. Box 1000
Dupont, WA 98327
 
RE:          [redacted]
                Case...

#[redacted]
 
 
Dear Revdex.com:
 
This letter is in response to your inquiry dated July 19, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Mr. [redacted] bringing this issue to our attention. Because the consumer’s complaint is not specific it is difficult to know what charges are being disputed. Based on past submissions from your office in regards to this matter, we have been unable to identify any errors in billing.  Inconsistent payment does have an impact on the balance of any account as fees as finance charges may be assessed. We would like to gain a better understanding of the consumer’s submission/concern and have attempted to contact the customer; to date we have been unable to speak with him directly.     
 
We believe this matter is resolved, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
 
Sincerely,
 
 
Bankcard Services

Complaint: [redacted]I am rejecting this response because:  I received a call from the bankcard services on July 18, 2016 from telephone number 518-888-3379. I missed the call and returned the call and spoke to customer services.  They told me that they sent another credit card but would not change my date until received the card, then they would adjust the payment date, and charges.  I told them thanks and hung up the phone.  I am still not satisfied because I don't trust them, they told me twice they would cancel the due date and when I called back, they didn't.  The first and second conversation I had with them, I asked them to cancel the credit card and they told me I couldn't. I need your help, getting them to cancel the account, I have not received the card to activate it. Thank-you. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I NEVER took this card over the limit and therefore, ALL of these fees need to be reversed.You are charging me over the limit fees for charges or fees that YOU assess and not due to any actions on my part. All of these fees will need to be reversed.
Sincerely,
[redacted]

April 30, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted] E [redacted]                 Case # [redacted]   Dear Revdex.com:   This letter is in response to your inquiry dated April 25, 2018, regarding an inquiry filed with your office by the above referenced consumer. Ms. [redacted] is concerned that she will not know if she can afford the previous offer within 10 days.   We wish to clarify we gave her until May 9, 2018, not 10 days; she has 10 days remaining as of today’s date. She has time to review her finances and let us know what she is able to afford.  Upon further review of her account and realizing she has other urgent bills to take care of, if Ms. [redacted] can pay the total amount due of $80.00 as reflected on her last statement, we will waive the remaining balance for her.   As previously communicated, we will review her account on 5/10/18 to complete the arrangement if the reduced payment of $80.00 is made; the updated amount to be paid has been denoted on her file.  We hope this is helpful to Ms. [redacted] and wish her well.   We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636. Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,     Bankcard Services Tell us why here...

April 13, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                 Case # [redacted]     Dear Better...

Business Bureau:   This letter is in response to your inquiry dated April 12, 2018, regarding a complaint filed with your office by the above referenced consumer. Mr. [redacted] is upset that we did not mail out the authorized user’s (AU) card and would like to have all fees rebated. We reviewed his account and our communications with Mr. [redacted] and found the following. On 2/5/18 Mr. [redacted] called in to add an AU to his account.  Per our policy he was informed there is a $25.00 fee for the additional card request and an anticipated delivery time of 3 weeks to receive the card.  On 2/8/18 the AU card request was processed and the $25.00 fee was assessed a second time in error.  On this date Mr. [redacted] contacted us let us know he reviewed his statement online and noticed he was billed twice for the same fee.  The second fee was rebated the following day.On 3/5/18 Mr. [redacted] contact us to let us know he had not received his card; at this time we offered to re-mail his card along with the AU card however, we had to block his card to avoid any possibilities of unauthorized purchases until the AU card was received.  We also clarified they share the same account number; this is a fraud prevention policy.On 4/12/18 Mr. [redacted] contacted us and wanted the AU card expedited and the fees he paid so far rebated since he never received either card.  We accurately explained that we cannot expedite card shipment and confirmed his address.  Please note the address on file initially is the same address submitted with this complaint.  We added “Apt #” to the second address line only.  Since he was not able to utilize the cards and the account is currently closed due to the lost in transit code, we have waived his annual membership fee.  We have noted on his account that he may re-establish it without an additional AU fee but would like to confirm with him the contact information we have on file; he may contact us at the number below prior to attempting to resend a third time. We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636. Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week. Sincerely,  Bankcard Services Tell us why here...

The consumer has been assessed two late payment fees in the amount of $64. Credits for those fees were applied August 1, 2017 $27 and September 11, 2017. The consumer was offered a partial credit of $25 when she requested to close the account due to the Annual Membership Fee. That credit was applied to the account August 7, 2017. When she spoke with a manager about the fees in August, he accidentally recredited the August credits. The manager error was corrected; an additional late fee was credited. The consumer has been credited all assessed late fees and a total of $50 in credit has been applied towards the Annual Membership Fee because of the manager error. We believe our actions have addressed her concerns.

Bankcard Services   March 29, 2017     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                   Case #[redacted]     Dear Revdex.com:   This letter is in response to the rejection to a response sent March 14, 2017, regarding a complaint filed with your office by the above referenced consumer.   Mr. [redacted]’s account and all interactions between him and our representatives have been reviewed to ensure the steps taken adequately addressed the consumer’s concerns. As previously stated, our records for this consumer have been accurately reflected in the consumer’s statement and on our website, and as a courtesy, half of the remaining late fees on the account have been credited. All applicable changes have been made. We believe our actions have addressed his concerns.   We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-453-2636.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.   Sincerely,     Bankcard Services

Complaint: [redacted]
I am rejecting this response because:Here is the account number. As I said previously this is my wife’s account that “IAM AN AUTHORIZED USER ON”  her name is [redacted]. Account number is [redacted]. 
Sincerely,
[redacted]