Product: Credit card

Summary : Incorrect information was given to me over the phone by several phone representatives resulting in a higher interest charge than had I been given the correct information. 

Additionally, I pay my bill in full every month, and made EVERY possible attempt to remit payment on time but was not able to do so because of their system. 

On XX/XX/XXXX I attempted to pay my credit card bill on time, in full for {$11000.00}. XXXX hours later I realized the payment was selected to come from the incorrect account ( XXXX XXXX ) instead of my typical XXXX account. I immediately reached out to XXXX over the phone to have the payment cancelled so I could pay from the correct account. I was informed over the phone that I could instead call and pay using the automated system and pay from the correct account. When I dialed into the automated system it would not allow me to pay any funds to my credit card account because the balance was already being reflected and being paid in full, and I could not over pay. 

I then reached out by chat, explaining the issue. The chat representative advised that I could transfer money to the XXXX XXXX account and that would work since the payment couldn't be cancelled. I proceeded to initiate the transfer from XXXX to my XXXX XXXX account. 

I was notified after the fact that it would take a full XXXX days for the funds to post - a time delay I had never encountered before with my XXXX XXXX account. Because of this delay, I reached back out to XXXX on by phone XXXX and once again explained the situation. The phone representative advised that she could enroll me in a customer forgiveness/flexibility program and she ENSURED that the interest I was worried about collecting from XXXX onward would not be accruing and that I just needed to pay in full by XX/XX/XXXX. 

Relieved, I let the transfers complete, and in no rush I returned to pay the bill in full ( and then some ) on XX/XX/XXXX. I paid {$11000.00} on XX/XX/XXXX. 

Near the end of XXXX I discovered I was charged interest of {$290.00}, which per the phone call on XXXX should not have been the case. I reached out to XXXX by phone ( unsure date ) and the phone representative advised that the program I was enrolled in by the phone rep on XXXX only applied to future interest and was not retroactive as the phone rep on XXXX stated. They advised a {$25.00} credit could be applied for interest forgiveness, which is merely 8 % of the total amount charged. I requested the issue be escalated. I got a phone call on XXXX and they did not leave a message. I returned the call on XX/XX/XXXX and asked the case be reescalated, and was informed it was and that I would hear back from XXXX by phone or email. 

By XX/XX/XXXX, there was no response. I reached out again by phone and was advised the escalation was being submitted and I would receive an update by phone and/or email. 

By XX/XX/XXXX there was no response and I reached out by phone again. I was informed the decision from XXXX was denied and that I was responsible for all {$290.00}. The agent did not see outcomes on the other escalation. I asked it be opened again and was advised there would be a resolution update by XX/XX/XXXX. Once again I have received no update. 

The call log is below : Incoming/Outgoing Date Time Contact Location Type Minutes OUTGOING XX/XX/XXXX XXXXXXXX XXXX  XXXX XXXX, XXXX XXXX XXXX OUTGOING XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX PM XXXX Incoming Network XXXX OUTGOING XX/XX/XXXX XXXX XXXX  XXXX Toll Free Network XXXX OUTGOING XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX Toll Free Network XXXX OUTGOING XX/XX/XXXX XXXXXXXX XXXX XXXX Toll Free XXXX XXXX