- Oct 9, 1999
- 12,513
- 49
- 91
:disgust: :|
We've had a GM Card for a while, and to a point it's been great, we saved a bit of money on a new car, etc.
But they have totally dropped the ball when it comes to anything above and beyond typical customer satisfaction.
At the beginning of last month, we got a phone call from their fraud department telling us that there were some suspicious charges on our account from Bergdorf's, and asking whether or not we had made them. My wife told them no, and they told us to cut up our credit cards, they were going to cancel the number and issue us a new one. "Don't worry about the charges", the lady in the fraud department tells my wife, "we'll take care of it."
So, we cut up our cards, wait for a few days, new cards arrive. All is well so far. We activate the cards, then setup the online account management for our new card. Wait a minute, what's this? There's $1,110 in charges from Bergdorf's on our card.
So we call GM. Sit on hold for what feels like forever, get thru to the fraud department. I rehash the situation, and she tells me, "Oh, you need to dispute the charges." Uh, what? You guys called ME, I told you the charges were indeed bogus, and you still let them go through? So I bite my tongue, get online, and dispute the charges. We decide in the meantime to discontinue use of our card, just to make it easier what needs to be paid. We go ahead and make a payment for the amount that we owe, minus the bogus charges.
Well, a couple of weeks go by, and sure enough, we see credits from Bergdorf's. Four of them, which is strange, because there were two fraudulent charges. Only problem is, the amount Bergdorf's refunds us is $1,035, $75 less than the amount that was charged to our account.
So my wife calls again, today, to ask what the deal is with the $75 that hasn't been refunded yet. The lady in the dispute department is not only rude to my wife, cutting her off when she's trying to explain the situation, but she then proceeds to tell her that my wife needs to call Bergdorf's and ask them why they haven't refunded the money yet. Oh, and by the way - that $75 is on our upcoming statement, so if we don't make a payment we'll be charged with interest, and a late fee, when we really should have a $0 balance.
Since when is contacting the merchant our responsibility? We didn't make the charges, as far as we know our credit card number wasn't stolen (we haven't used it at TJ Maxx or anything like that . . . it's basically used to order stuff from Newegg and buy groceries). So why should it fall onto me, still again, to do the card company's job in this case?
Now, in all fairness, I'm comparing this experience with GM to my experience with American Express. There were some incorrect charges on my AmEx, I called them up, said hey, I got charged for this and didn't order it. Guy looks at my account, says, "Taken care of sir," and bam, that's all I had to do. No sitting on hold for 45 minutes to an hour, no arguing with CSR's who can barely speak English . . . nothing. Perfectly smooth experience.
What am I looking for here? Well, hopefully the AT effect.
There's no direct E-mail address on their website, so I'm going to see if I can find one and let fly. Thanks for the soapbox, folks.
We've had a GM Card for a while, and to a point it's been great, we saved a bit of money on a new car, etc.
But they have totally dropped the ball when it comes to anything above and beyond typical customer satisfaction.
At the beginning of last month, we got a phone call from their fraud department telling us that there were some suspicious charges on our account from Bergdorf's, and asking whether or not we had made them. My wife told them no, and they told us to cut up our credit cards, they were going to cancel the number and issue us a new one. "Don't worry about the charges", the lady in the fraud department tells my wife, "we'll take care of it."
So, we cut up our cards, wait for a few days, new cards arrive. All is well so far. We activate the cards, then setup the online account management for our new card. Wait a minute, what's this? There's $1,110 in charges from Bergdorf's on our card.
So we call GM. Sit on hold for what feels like forever, get thru to the fraud department. I rehash the situation, and she tells me, "Oh, you need to dispute the charges." Uh, what? You guys called ME, I told you the charges were indeed bogus, and you still let them go through? So I bite my tongue, get online, and dispute the charges. We decide in the meantime to discontinue use of our card, just to make it easier what needs to be paid. We go ahead and make a payment for the amount that we owe, minus the bogus charges.
Well, a couple of weeks go by, and sure enough, we see credits from Bergdorf's. Four of them, which is strange, because there were two fraudulent charges. Only problem is, the amount Bergdorf's refunds us is $1,035, $75 less than the amount that was charged to our account.
So my wife calls again, today, to ask what the deal is with the $75 that hasn't been refunded yet. The lady in the dispute department is not only rude to my wife, cutting her off when she's trying to explain the situation, but she then proceeds to tell her that my wife needs to call Bergdorf's and ask them why they haven't refunded the money yet. Oh, and by the way - that $75 is on our upcoming statement, so if we don't make a payment we'll be charged with interest, and a late fee, when we really should have a $0 balance.
Since when is contacting the merchant our responsibility? We didn't make the charges, as far as we know our credit card number wasn't stolen (we haven't used it at TJ Maxx or anything like that . . . it's basically used to order stuff from Newegg and buy groceries). So why should it fall onto me, still again, to do the card company's job in this case?
Now, in all fairness, I'm comparing this experience with GM to my experience with American Express. There were some incorrect charges on my AmEx, I called them up, said hey, I got charged for this and didn't order it. Guy looks at my account, says, "Taken care of sir," and bam, that's all I had to do. No sitting on hold for 45 minutes to an hour, no arguing with CSR's who can barely speak English . . . nothing. Perfectly smooth experience.
What am I looking for here? Well, hopefully the AT effect.
There's no direct E-mail address on their website, so I'm going to see if I can find one and let fly. Thanks for the soapbox, folks.
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