Attention: Dress Barn President: June 26, 2010
I am very displeased and disappointed with the customer service I have received from Dress Barn. Every since I have had this account there has been a problem. From January – March, I have spoken with three DB Representative that apparently didn’t know what they were doing. The 1st two verbally told me they would waive the $10 on-line fee that I incurred due to not being familiar with your online payment options. I WAS NOT making a late payment at that time, just paying early – PLEASE check the record of when the payment was made. The first Rep. stepped me through how to make an on-line payment and told me she would waive the fee. All three reps left me the assumption they would waive the $10 off my account. The second DB Rep. stated that even though I was seeing it on my DB statement, it would be waved. In March the 3rd DB rep. I spoke with told me that it would be taken off. Due to there was so much confusion with my balance I decided to pay the amount in full. I asked DB Rep. to give me the FINAL balance IN FULL, which he quoted $128.73 plus dollars. I assumed I had taken care of my DB account. I asked the Rep. WAS THAT ALL and the said yes.
Today 6/26/10 my husband handed me a bill from Dress Barn. I was very surprised. I thought it was a sales promotion. The only DB letter I recall receiving was a notice that my payoff payment was received for the amount, and it was made by checking account. I hadn’t seen any other bills until today. The DB Rep. I spoke with today ask me “why don’t I look at my mail, then I would know Dress Barn was sending me bills.” I rarely see the mail. Had I thought I owed DB money, I would have been watching the mail closer and addressed this sooner. I thought that statement was rude coming from a professional customer service representative. While I was explaining her tone was getting harsher, and so did mines. I finally asked to speak with management.
During my discussion with the manager today (6/26) she informed me that the late fee was never waived from my account, and the DB reps. I spoke didn’t have the authorization to do that. I trusted their word. Again, I would like to reemphasize, that my intentions when I made the payoff IN FULL was to make sure I took care of my obligations with Dress Barn. Apparently all three DB Reps. passed along inaccurate information to me. Now I have a final payment is $13.11. Three DB representatives didn’t document their discussions in its entirety. The DB Reps and manager I spoke with today initially came to the conclusion that I was lying (not outwardly). The payment I made, which was to my understanding paid in full should have prompted that manager to see that the fault could be with the BRESSBARNS Reps. (all 3). I spoke with, and the fact that they did not know what they COULD and COULD NOT do in the system. I have no reason to lie about this discussion.
I don’t believe in my heart I should be liable to pay for the lack of knowledge the DB Reps. possessed regarding DB policies. I HAVE CLOSED MY ACCOUNT. AND DON'T PLAN TO DO ANY FUTURE BUSINESS WITH DRESS BARN, which is the way I believe you would prefer it.
Another heart wrenching experience was after my discussion with your manager today 6/26/10, I received a notice from credit report.com. Apparently, she notified the credit department. I never expected that the lack of policy knowledge (3 times), and an unwillingness to waive a fee for a new customer (the Reps today) would lead to my credit score dropping 42 points. This is so unfair. I would very much appreciate it if you would please remove whatever note has been added to my credit. When I started an account to DressBarn, it was to boost my credit score. This has been a complete disappointment.
I am enclosing the payment due and relinquishing all ties to Dress Barn.