My complaint:
On August 16, 2022, I made an early payment on my account for the September statement, which was up and online showing September 12th as due date. However, it was incorrectly applied as a second payment to my August statement. I later received a notice that my bill was due for September 12th; I checked online and saw this mishap, and to add to the fire, I was being charged a late fee of $29 for September, with a minimum due of $248.
I called to correct on September 13th, got hung up on twice; third time after speaking with someone who identified as a supervisor said issue would be resolved. Late fee was to be rescinded and $500 payment applied to September. On September 14th, I checked online again; issue not resolved. Called and spoke to another supervisor, who stated the same; issue would be settled. Today, September 15th, I spoke to John, who identifies as Level One; he claims to have filed a complaint to Level Escalations, with a reference of 3587893499, to see if matter can be finally resolved. He saw no documentation or notation of previous calls, and stated that, as far as he was advised, correcting the situation would be a challenge, as monies cannot be moved to reflect a future.
So, in ending, I am assuming that the staff you have working for this company in the Philippines are liars and deceptive people. Hard to communicate with and are not knowledgeable or familiar on how to determine a resolve to a situation. My payment history has always been impeccable with on-time payments, and this does not rest easy with me!!! I will be expecting some sort of resolution to this unfortunate situation.
Diana Vento
540-878-6006
Suggested solution:
Correctly sending funds dated August 16, 2022, in the amount of $500 be reflected as the payment it was meant for - September 12, 2022, and the $29 late fee alleviated.
Absolutely horrible experience dealing with Customer Service staff! Hopefully, last person I spoke with, John, did what he explained he would do.
