Company Response
2/6/2023
Company states; We apologize for the delayed response. Please be assured the customer received written responses to their concerns on November 7, 2022 and November 21, 2022. On August 24, 2022, Ms. Givens' billing statement was issued to the address on file Broken Arrow, OK 74012-2683, reflecting a minimum payment of $157 due by September 18, 2022. On September 7, 2022, a new PF/CP credit card was ordered, and issued to this address.
When payment was received by the Sept 18, 2022 due date, a $27 late fee was accordingly assessed, and the minimum payment due by October 18, 2022 increased to $348.01. Please be advised that the account was not reported as past due to the consumer reporting agencies in relation to this payment.
Ms. Givens contacted us on Sept 20, 2022 and advised she had moved and not received her new MasterCard. Our representative deactivated the account ending in 9748 and generated a new card ending 1884. Unfortunately, our representative updated the account with an incorrect address. We sincerely apologize for this inconvenience and for the long hold times experienced when contacting us.
On October 11, 2022, Ms. Givens spoke to another representative regarding non-receipt of the card. In response, our representative deactivated the account ending in 1884 and generated a new card ending in **67, which was expedited at no cost to the updated address of East 36th Street, Tulsa, OK 74134. Our records indicate the new card was activated on October 14, 2022, and Ms. Givens enrolled in our website on the same day.
We received a payment of $348.01 on October 18, 2022, which brought the account current. As a courtesy, we have waived the aforementioned late fee. The $27 credit was reflected on Ms. Givens' November billing statement.
Sincerely,
Teresa - Compliance Manager
Read More