Consumer complaint received 2023-10-17
Company: Genesis FS Card Services, Inc.
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
I completed an application for a new credit card with XXXX for a Destiny card around XX/XX/XXXX. I was approved for the card and was anticipating receipt of it. I had yet to receive the card, so as of XX/XX/XXXX at XXXX, I placed a call to find out what happened. I realized that I had ordered the card using my mothers address of XXXX XXXX XXXX XXXX, TX XXXX. The agent I spoke with at the time updated my information and advised me that I would receive my new card in up to 10 business days. I waited on the cards arrival and finally received it on XXXX via US Postal Service , to my home address, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I attempted to activate the card, but received an error message when I attempted to sign in. The message prompted me to call a phone number. When I called over the weekend, I was unable to reach anyone, so I decided to call Monday. I called the office on XXXX at XXXX XXXX and spoke with XXXX. The agent informed me of a fraud block against my account because of some fraudulent activity. I asked him for clarity because the card hadnt been activated yet. He could not provide any meaningful details and seemed to be confused on how to direct me to resolve the matter. I also questioned that there is a {$75.00} balance reflecting on my credit report and expressed my concern that I have no knowledge of where to remit payment, since I had no online access or payment slips. XXXX advised me that since the card was not activated, I would not have to worry about the fee because it would not be charged until the card was active, which doesnt seem logical, considering its already reflecting on my credit report with a due date of XXXX. He eventually advised me that in order to resolve the fraud block, I needed to fax a copy of my identification to them to clear the alert. I asked XXXX how long it would take to clear the alert to which he responded 1 business day. We disconnected the call and I immediately followed the instructions he provided, faxing over a copy of my passport and social security card. I followed up today to ensure the alert was cleared and spoke with an agent named XXXX. I provided him a summary of my previous interaction and advised Id like to confirm the removal of the fraud block. XXXX then advised me that I was misinformed by XXXX and that it would take 5-7 days to remove the fraud block. He reiterated the instructions and I confirmed with him that the information was sent. I asked to speak with a manager and was connected. The account manager then connected with me. He recapped what he was told by XXXX and I filled in some of the gaps. I advised the account manager that I complied with the request they had for identification and was feeling misled because the treatment I was receiving felt unfair. I expressed concern about needing to make a payment and uncertainty of where to send it. I also expressed concern about not being properly notified of the block. He confirmed that on XX/XX/XXXX, they mailed a letter to my mothers address asking for identification, which I never received. I also advised him I never received the letter or the card, and was perplexed because I only found out about the notice because I called on Monday. I had no other indication. I also advised him I have other cards with Concora ( Indigo and XXXX  ) that reflect the same information I updated with them. I asked the agent why they used no other measure to reach me to validate the issue, particularly considering I have a payment due and am now being exposed to possible credit damage, which again was unfair. There was no phone call, email, or letter to my new address mentioning any alert or concern of my identity, which was alarming. He advised me that it would take 14 days to clear the issue. I advised him that the agent immediately before him said it would take 5-7 days, the one prior to that said 1, and now he is saying something completely different. I also advised him that 5-7 business days is still not equivalent to two weeks. I told him of my intention to escalate this matter because of the different responses I received and how I was left being charged a fee for a card I cant activate, for a fraud block I was never alerted of. He expressed he would escalate this to upper/senior management. I asked for the managers name to which he stated it wasnt actually a manager, but more so an agent that works in the escalation department. He also confirmed they received my fax, but that it would take them up to two weeks to review it. I told him that timeline didnt seem logical considering the circumstances. He then asked me to call to check on the status, to which I stated was illogical because I dont have the capacity to call them everyday considering my work schedule. I told him I felt they were making it impossible to resolve with the lack of proper expectations and no direction on how to resolve the payment matter. I also asked why they didnt mention this to me on XX/XX/XXXX when I called and he had no answer for this, he could only apologize. I am now stuck, owing a balance on a card without a way to pay it, and no access to the card, after more than a month of applying.

Company response to consumer: Closed with explanation