Company information:
Texas
United States
My wife and I transferred the balance of a few cards to a single WAMU Card. Setup was simple and done through the website. None of this is the issue. Our issue started when we saw the transfers start. All but one worked which is RETAIL Card.
Here is the kicker;
They sent us a letter stating they were having problems with the transfer. As part of WAMU Cards' process they will send a paper check if the electronic method fails. The retailer deposits the check and WAMU shows that the check has been deposited and adds those funds to the WAMU Card. Well, our account at the RETAIL Card shows that we still have a balance which flags us to call the RETAIL Card Company. They state that they did not receive the funds specific to our account. We call WAMU Cards (terrible customer services - Philippines) 5 times asking to be connected with a Manager. I had worked for Customer Service departments, in the past, and knew that the manager was around so I told the rep. "look over your cubicle and get up and go get your supervisor and bring them back to your phone". This worked!
Come to find out they didn't have the last 4 digits on the RETAIL Card so that they could electronically transfer the funds. This created questions in my head that I also asked.
- How could this happen if the information is validated through the website when setting up the balance transfer? All cards have 16 digit numbers and would fail validation if we made an error while putting the information in.
- Did the data become corrupt? (Database issues... SECURITY)
- Why was a check sent to the RETAIL Card Company without a proper account number?
- Doesn't this fail ACH audit and processing rules?
They could not answer any of the above questions. I did find out that this vendor of WAMU banks also handles transfers and the sending of checks. Oh, and if the agent ever give you their AGENT Identification Number forget it. They randomize the number so that you can not reach the same agent if you call back. This was confirmed by another agent.
To conclude this rant, my only resolution was to request a mailed (they do not fax or e-mail) copy of the check that was sent to the RETAIL Card Company. I would be able at that point to fax the copy to the RETAIL Card Company and get those funds removed from my card. This would stop the interest I'm accruing as I speak. I requested the mailed copy which was suppose to be at my door in 7 business days. It has been 8 business days. The letter from WAMU Cards and/or a copy of the check has NOT been delivered.
There is NO way to send complaints to WAMU. So, I thought if enough of us call the corporate number something, maybe, might get done. I’d ask for the Senior Vice President of the area of your complaint.
Corporate switchboard (206) 461-2000 - Monday thru Friday 7:00am - 5:00pm Pacific Time
Looks like I'm going to have to call back again tonight.
