The complaint has been investigated and
resolved to the customer's satisfactionResolved FIA Bank Card Services — Heartless Business/ Bad Customer Service
resolved to the customer's satisfaction
It started the day my Mother died. I had went online to add minutes to my Daughter's prepaid phone, so we were sure we could keep in contact while everyone was trying to notify everyone, and make arrangements. Because I was trying to add minutes to an account with another person's name, they flagged the account for fraud. I got an electronic message by phone, and I followed the directions to confirm the use of the card. Ten minutes later, I got another electronically generated message asking about the same transaction, and once again I confirmed it. They had also denied the transaction, and I had charged the minutes to a different card company. Because I had paid a lot of this card down, I was using it purposely for all this. I had been paying it down aggressively because we had been battling her cancer for 2 years, and I was intending use this account for the arrangements. I had been a customer with this card for over a decade. After we went to the funeral home, I went to get the flowers and my card was denied again. I called the credit company while still at the florist, and after confirming the previous use for the phone charges again to a live person, I was denied again. I had explained to the person that I was burying my Mother. I was turned down, and talked to person THREE times, before I could order flowers. I confirmed the transaction, my information, and all my secret questions, a total of 5 times. I told them I was going to get suits and dresses for my family, and if it happened again I would report them. Three weeks later as I was reviewing all of our accounts, I realized that FIA carried the highest interest rate of all my credit cards. They were nearly 10% higher than the rest. I stupidly took the advice of the pop TV financial pundits and called to negotiate the rate down. The woman I talked to said she was transferring me to customer service, and I was put on the line with a man. He asked me if all my information was the same, and I replied yes, all the info was the same. I assumed ( I guess that was my fault), that he was referring to my address, telephone number, and e-mail address. He said OK let me look at your account. He comes back on the line and says, "I'm shutting down, not only this account, but also the other account you hold with us because your income to debt ratio is too high." I said "you didn't ask me about my income." He said "Yes, I did.You said all your information was the same." I told him I thought he meant that he was asking about the address and all. He said "Well that's your problem, you should have known." I said "Let me get this straight, I have been with this credit card company for almost 2 decades, I've NEVER been late with a payment, and I ALWAYS make 3 to 5 TIMES the minimum payment, and your closing down these accounts, because you weren't clear in the question YOU asked?" and said yes. He then proceeded to tell me how I could appeal. I gathered all my income information, and called back. The woman I spoke to was nasty right from the start. I told her everything, and she too told me I should have known what the man was asking. She said"Wait, your not Naomi?" I said" No, I'm Karen, I'm a joint account holder." She said I can't discuss this with you, you're not primary". I said "I'm joint", she said no. I told her" then why could he talk to me and close the account?"She said because I'm on the account. I replied, "That makes no sense.If I can't fix this, for that reason, then he shouldn't have spoken to me earlier." She told yes he could discuss that with me because I'm on the account. We went rounds with that, she wouldn't take the updated income information, because we are tied together in income and bank accounts, and couldn't separate our information enough to suite them. I Finally said, "Let me get this straight, I have a friend that has a card with your company, she is 6 months past due, you are bending over backward trying to keep her as a customer, and letting her pay a tenth of what she owes and you have even forgiven part of her debt, and she has held your card for 2 years. I have been with this credit card company for nearly 2 DECADES, before this company even owned this account, I've NEVER been LATE on a payment, EVER, I always pay Triple to 5 TIMES the minimum due and you're closing my accounts permanently?" She told me yes, that if my attitude didn't change she'd report me and make it all due at once. So they close 2 accounts and a year later still haven't changed. I did have a small amount of satisfaction though. They didn't rack up interest charges on me any more, I transfered all of the 2 accounts to Chase, so they didn't get a dime more than they already were owed. It did make me understand why the credit card companies are in trouble when the financial institutions started to crumble a few months ago. Just as a friendly tidbit, if you call to try and talk them into you a lower interest rate, you are RE-APPLYING for your credit card. Keep that in mind. Don't listen to the idiots on TV when they say "It can't hurt, what have you got to lose?" You can lose your account and damage your credit score.