Genesis Bankcard Services Inc

Complaint: [redacted]I am rejecting this response because:
On October 8th 2015, I submitted a complaint in regards to a billing issue based on a purchase I made on December 26th 2014 at Raymour & Flannigan furniture store. I was contacted by Ms. Sara T[redacted] who stated she was a representative from Bankcard Services. Ms. T[redacted] requested documentation from me about my purchase that I faxed to her. Ms T[redacted] stated that she requested the receipt from Raymour and Flannigan and compared it with my receipt and they both correspond. Ms. T[redacted] confirmed that there is an over charge of 2,500 that was placed on my Wellsfargo card. Ms. T[redacted] stated that she spoke with a representative from Raymour & Flannigan who told her that the 2,500 was from purchases made after the purchase in question. I Asked Ms. T[redacted] to request those documents from Raymour & Flannigan but she did not. I also told her that if there was a purchase made after December 26th, 2014, why was my Wellsfargo account billed 2,500 on December 31th, 2014? I also requested that Ms. T[redacted] mailed all documentations that she received from Raymour & flannigan but she did not. There is still an outstanding balance for purchases I did not make. I have cooperated with all parties in getting this issue resolved I have my documentations that was faxed to Ms. T[redacted] for which I am awaiting a response. I later received an email from Revdex.com stating that Bankcard Service contacted Raymour & Flannigan and that the consumer (me) is still not satisfied. What Bankcard Services did not state to Revdex.com is that they refused to request the documents from Raymour & Flannigan, and they also refused to send me a copy of those documents. Bankcard Services (Ms. Sara T[redacted]) did not communicate to me that the case was resolved before they reported this information to Revdex.com. Up until October 23th, 2015 I was still communicating with Ms. T[redacted] via telephone for which I have proof. In order to resolve this case in an ammicable manner all the information must be presented. I would like to have this case reopenSincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: all I wanting is to have the account deleted that shows a zero balance due, yes all the information is correct and everything reported is correct, I just want the zero balance account deleted if possible, if not then I totally understand.  Sincerely,
[redacted]

April 30, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          [redacted]                 Case # 1[redacted]     Dear Revdex.com:   This letter is in response to your inquiry dated April 25, 2018, regarding a complaint filed with your office by the above referenced consumer. Mr. [redacted] indicated all fees were agreed to be waived, not just the duplicate Authorized User fee in addition to the annual membership fee due to the delay in obtaining access to his credit line.  We reviewed his account further with the added details shared and were able to confirm the following. The call on 4/12/18 was not located with our first review as it came in from a different phone number not associated with his account.  Upon review, Mr. [redacted] is correct; all fees charged to date were agreed to be waived, including the one for which Mr. [redacted] already paid us.  The credit for that charge will be reflected on his June statement which will process on 5/10/18.We reviewed our systems to confirm if there is an issue with the Authorized User process; we cannot locate a system error which would prevent the cards from being issued as requested.  There are no other reported issues with respect to this process.  There is a potential issue in the first request on this account, in that the first request was cancelled; that was the same root cause for the double billing of the fee.  We are pleased to learn he has received his primary card and wish to confirm that the system reflects two cards have been issued for Mr. [redacted]’s account.  We ask that he please allow the requisite time for the additional authorized user card to arrive to prevent any disruption in use of the primary card.  Please do contact us if the Authorized User card is not received by 5/9/18. We hope this resolves this matter and your authorized user card is received as anticipated, 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 29, 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 24, 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 the full Annual Membership Fee and the account has also been closed per the consumer’s request. A letter confirming account closure as well as a balance and status letter has been requested. The fee credit will be visible on the January 16th final statement. 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

February 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 February 13, 2018, regarding a complaint filed with your office by the above referenced consumer. She was frustrated that the late fee was not immediately credited to her account.  She was also frustrated that the representative with whom she spoke was difficult to understand. She spoke with a representative on 2/2/18 who tried to explain that there is a waiting period of 14 days for the late fees to be waived to make sure the payment made processes as agreed before crediting the fees.  The representative explained the late fee is pending in the system, but did not clarify what that meant adequately.  The representative further stated that it would be done 14 days after her next scheduled payment, or the 23rd of February because the payment was scheduled for the 9th in our system.  She also asked if the customer wished to cancel that payment and process it for the same day, 2/2, and clarified there would still be a 14 day wait from that date.  The consumer was frustrated with the lack of detail and clarity in the explanation so she asked to speak with a representative in the US.  The representative immediately transferred the customer to a US representative, but it was the wrong department.  We tried to provide a direct number for the proper department, but the customer did not want to wait any longer and ended the call.  We notified the manager of the representative of the issues encountered to prevent a reoccurrence. While the explanation was not explained clearly, the response was accurate.  There is a customary hold of 14 days to waive fees.  The waiver is applied in the system at the same time the payment is processed, but it is not credited to the account until the waiting period has expired; that would have been on 2/23 as previously communicated.  A complaint was logged internally and the late fee waiver that was auto-entered systemically was cancelled and an immediate credit of $27.00 was processed to Ms. Edman’s account on 2/16/18.  Her February statement had already processed and printed on 2/13/18, so the credit will not be reflected until her March statement. 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...

Complaint: 1[redacted] I am rejecting this response because: I have recorded phone call from 3/9. It went over the credit threshold because of  annual fee. All of this was taken care of on the phone on 3/9 therefore the amount due was back at the original balance due and the 40.00 payment amount. The charge was removed 7 days before the fraudulent payment was put though on the 16th.  I told the representative that the amount showing was too high and she offered a solution of closing the account and removing the annual fee.  Their solution caused me undue hardship and the representative set expectation that if the card was closed and the fee removed that the payment would go back to the normal 40.00 it has always been. My payments have never been late that I can ever recall and I trusted that Milestone wouldn't abuse the auto-pay monthly 40.00 agreement and attached my banking details to show I was committed to making sure they were paid.  When I called about refunding the difference, the representatives were mean and rude and I was refused a manager several times until I said "are you refusing to let me speak with a manager?"  I have already re- paid the 40.00 payment that was kicked back to due to the nearly triple fraudulent charge and no new payment is due until the 16th.Sincerely, [redacted]

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]

Dear Revdex.com:This letter is in response to your inquiry dated July 27,
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. Initial action taken to correct the consumer’s web account has been
unsuccessful. Her account has been credited for the outstanding late fee
assessed to it and she will be reimbursed for the cost associated with making a
payment via MoneyGram until her web account has been corrected. We have been in
direct contact with the consumer and will continue to work with her to resolve
this situation. 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 1-866-726-5618.
 Our customer service hours are from 6am
to 6pm, Pacific Time, seven days a week.Sincerely,Bankcard
Services

April 16, 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 April 10th, 2018, regarding some continued frustration from [redacted] regarding limited account management options on our website.  We would like to thank Ms. Holcomb for the feedback and ideas to improve the website.   Any feedback such as this is very much appreciated and has been taken into consideration for future use, we appreciate [redacted] as a customer and are happy to learn that her specific issue has been resolved. Payment allocation is systemically driven for each account and payments are applied in full as enumerated in her credit agreement in whichever billing cycle they are received.    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...

November 27, 2017  Revdex.comP.O. Box 1000Dupont, WA 98327 RE:         [redacted]                  Case #[redacted]  Dear Better Business...

Bureau: This letter is in response to your inquiry dated November 23, 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. The consumer has made 13 payments on this account since it opened July 18, 2016. Of the 13 payments, 9 of them have been returned as Insufficient Funds by his financial institution. We identified a payment trend that may prove helpful in making future good payments. Payments made by Mr. [redacted] with the assistance of a representative prior to 5pm Pacific Time tend to clear the consumers financial institution without incident. Payments made on our website after 5pm Pacific Time tend to be returned. Payments made after 5pm Pacific Time are not processed until the following evening and could take up to four days to be withdrawn from the consumer’s checking account by the consumer’s financial institution. In addition, payments made late Friday or over the weekend are not processed until the following Monday evening. When a payment has been returned as Insufficient Funds it is re-presented to the financial institution for payment, which delays consumer notification of a returned payment. The consumer’s financial institution would also notify him of the return and the balance of his checking account would indicate the withdrawal for payment unsuccessful. Once we’ve been notified of a returned payment, phone calls and letters to notify the consumer of the unsuccessful payments ensue. A copy of the consumer’s payment history has been sent to him for review. This will provide the date and amount of each payment, returned or successful. 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
 
February 3, 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 February 3, 2017, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate [redacted] bringing this concern to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have contacted the consumer’s Authorized to Speak With – [redacted]. We have shared the account requirements of monthly payments and the inability to pay ahead and provided education around online options. As a courtesy, the Late Payment Fee has been credited. 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

April 5, 2018  Revdex.comP.O. Box 1000Dupont, WA 98327 RE:          [redacted]                  Case #[redacted]  Dear Better Business...

Bureau: This letter is in response to your inquiry dated March 27, 2018 regarding a complaint filed with your office by the above referenced consumer, in which Mr. [redacted] asserted our representative refused to close his account. We reviewed his account and the call recording for the conversation he had with our representative found the following. An account was opened in his name; the contact information on file matches the information submitted with this complaint. On March 27, 2018, he called one of our contact centers upon receiving the card in the mail and indicated he never applied or requested the card.  The representative restated what he said to clarify and then did state that she would not close the account because then it would still show on his credit file and report as closed by consumer.  She further clarified that she would submit the account as an identity theft issue which would delete the account from his credit instead. She then asked questions in an effort determine if the consumer had an awareness of who may have perpetrated the fraud, which is to our mutual benefit to prevent. While she did repeat the issue he communicated and apologized several times, there was no identifiable language barrier evident in the call; the information enumerated above was clearly stated and the representative did submit a fraud request immediately to have the account deleted as offered. We confirmed that for him when he called on 3/31/18.  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...

December 19, 2017Revdex.comP.O. Box 1000 Dupont, WA 98327RE:         [redacted]                 Case
#[redacted]Dear RevDex.com:This letter
is in response to the second rejection to a response from your inquiry dated November
30, 2017, regarding a complaint filed with your office by the above referenced
consumer. We have
repeatedly requested documentation from his financial institution confirming
his claim; no documentation has been received. We have made numerous attempts
to speak directly with the consumer in hopes of resolving his concerns; he has
not responded to any messages left for him, generally our calls go unanswered.
As previously stated, we’re happy to assist the consumer with his claim if he
would supply the requested documentation.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

February 5, 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 January 30, 2018 regarding a complaint filed with your office by the above referenced consumer, in which she asserted she had never opened the account and had difficulty in getting it removed from her credit file.   We appreciate [redacted] bringing this concern to our attention and realize how difficult it is to get this type of issue resolved.  We reviewed her account and found the following. She did promptly communicate the issue with identity theft she encountered in November. We requested and she submitted the appropriate paperwork to our attention. Upon receipt of the paperwork, we denoted the account as “in dispute, active investigation pending,” as required. We recently received the corresponding paperwork from the merchant and determined that the information collected from the merchant does not match [redacted]’s. We have recorded the account as a fraud account which will prevent it from reporting on [redacted]’s credit file.  A letter was sent to [redacted] at the end of January informing her of that decision.  If she has not yet received it, we would be happy to reissue it. To maintain the integrity of the investigative process, we regret that we cannot share more specific information about the data that has been collected by our Fraud department with [redacted], however they will cooperate with any local law enforcement as needed.   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 Tell us why here...

March 14, 2018     Revdex.com P.O. Box 1000 Dupont, WA 98327   RE:          Steven Drysdale                 Case # 12711916     Dear...

Revdex.com:   This letter is in response to your inquiry dated March 5, 2018, regarding a complaint filed with your office by the above referenced consumer. It is important to note that this complaint was originally submitted to a local Revdex.com office on 11/29/17 and was resolved with [redacted] as requested on 12/5/17.    The due date was changed as requested at that time and payments have been maintained as agreed since.  We regret any frustration [redacted] experienced in getting this request fulfilled; we do allow our customers the option to change the due date as needed to help maintain their accounts with us.   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 11, 2018 Revdex.com P.O. Box 1000 Dupont, WA 98327   RE: [redacted] Case# 1[redacted]   Dear Revdex.com: This letter is in response to your inquiry dated April 3, 2018, regarding a complaint filed with your office by the above referenced consumer in which Ms....

[redacted] asserted there was an unauthorized charge of $62.99 added to her account plus an additional fee of $27.00. We reviewed her account and found the following. The February 18th statement advised the account was over limit by $62.99 and there would be a fee associated with that. This was due to the annual fee being applied to her balance.On March 9, 2018, the annual fee was removed after she closed the account. On March 16, 2018, we received a payment of $102.99, which was the total amount due.  In accordance with her credit agreement, any time the account is over the limit, the amount in excess of the limit is due in addition to the scheduled minimum payment.  On March 26, 2018, the $102.99 payment was returned for insufficient funds (NSF), the $27.00 fee for that will be billed on her April statement. As a courtesy we removed the $62.99 from the amount due as a courtesy, since that was only caused by the annual fee. Minimum payments will return to $40.00 per month. The $27.00 NSF fee is valid given the returned check and cannot be removed from the account. We hope this resolves the matter, but if you or the consumer has additional questions or concerns, please contact us at 1-800-453-2636. Our customer service hours are from 6am to 6pm Pacific Time, seven days a week. Sincerely,   Bankcard Services Tell us why here...

Complaint: [redacted]
I am rejecting this response because I had the same problems again with their website on 3/12/2017. I called in and it took me about 20 minutes to get a live customer service rep, and she was from India. I also left a voicemail for a U.S. rep who has called me several times. This turned out not to be her "direct number" and it took me another 10-15 minutes to even leave a message on their answering system.This company has serious problems, and there is really no one to call. They simply do not care, and I think some of their practices are illegal.In checking their website about another payment I made on 3/12/2017, again it said that there was an "error", and I could not check my payment. This payment was even made by phone. It took me at least ten minutes to even log onto my customer portal.All of this is ridiculous, and a rip-off.
Sincerely,
[redacted]

Bankcard Services
 
November 21, 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 20, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Ms. [redacted] bringing this issue to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have applied a credit of the assessed finance charges to the consumer’s account. We have contacted the customer directly to discuss possible options and believe our actions on this account 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

February 7, 2017     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 31, 2018, regarding a complaint filed with your office by the above referenced consumer. We appreciate [redacted] bringing this concern to our attention and affording us the opportunity to clarify what has transpired. We reviewed his account and found the following: [redacted] contacted us on 1/15/18 to inform us of fraudulent activity on his credit card.  That same day we denoted all disputed purchases as in dispute to suppress the disputed amounts from impacting what was owed. We immediately closed the original account and opened a new account due to the reported fraud activity.  This would require that [redacted] re-register online with us to regain that feature on the new account. Payments are owed in each billing period for any amount that is not in dispute.  We requested a payment on the undisputed amount owed and agreed to waive the late fee that had posted once the account was brought current.  As a courtesy we waived the late fee on 1/30/18 without a payment.  That will be reflected on his February billing statement, after his account cycles on the 25th. We researched his claims with each merchant and ultimately decided in [redacted]’s favor; a letter clarifying that was sent today, 2/7/18. As with any credit card, new purchases are subject to credit approval.  Regardless of why an account is past due, we cannot allow additional purchases when payments are not maintained as agreed.  The last payment we received was on 12/24/17 and that posted for your December billing period.  A $40.00 payment is past due for the undisputed charges posted to your account and owed on or before 1/24.  Another $40.00 payment will be due on or before 2/24.   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
October 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 October 5, 2016, regarding a complaint filed with your office by the above referenced consumer.
 
We appreciate Ms. [redacted] bringing this issue to our attention. After reviewing the information and requested resolution contained in the consumer’s complaint, we have reviewed account events to determine any actions that might be taken on the consumer’s behalf.  Numerous attempts to contact the consumer, both in writing and over the phone, have been made since mid-July through today; we have been unsuccessful in reaching her directly.  There’s been no payment on this account since May 2016 and it is no longer eligible for a monthly payment plan.  
 
We hope this provides an acceptable level of detail in regards to 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