Consumer complaint received 2021-11-27
Company: Genesis FS Card Services, Inc.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Always making my payments on time, XX/XX/XXXX I noticed my payment was not pending for deduction from my account, mind you I always pay my payment 2 days before the due date which is the XXXX of every month. I looked onto my my account online and saw that I was being charged for a late fee of XXXX and an over limit fee of XXXX. I called the company right away and asked the representative why my payment was not posting and that I had paid the payment. I explained that I was not a consumer that is never on time and asked if they could accommodate that for the error. The rep said that I needed to make a payment of XXXX, which I could not afford at the moment to do, so he then asked if I could make the XXXX and then another on XX/XX/XXXX, I said yes and he then told me that my late payment fee of XXXX would reflect as soon as the second payment was made by the overlimit fee was valid and he could not remove that. Moving onto Novemembers payment I made on time and yet again I am being charged another over limit fee of XXXX and a XXXX late payment fee which I made my payment on time and was paid on XX/XX/XXXX. I called and explained again to the female what was said to me. She said she could only remove the late fee of XXXX and that the overlimit fee was valid and the reason I was being charged that was because the minimum payment was not paid of XXXX. I again explained to her what was told to me from the rep from last month and she proceeded to tell me that she could not remove the fees and then she supposedly put me on hold to speak to a supervisor about the previous late payment fee of XXXX. She said that the reversal of the late fee would show in XXXX to XXXX hr of the XXXX and XXXX to XXXX weeks for the XXXX from the previous rep. I then asked how much my payment would be once those would reflect my account. She said it would be XXXX, then XXXX mins later she said that the statement already went out as of XX/XX/XXXX, mind you my payment is due on the XXXX, and the payment would be XXXX and change... I asked why that is not what she told me and she said they can not change the minimum payment. So I told her that even with the credits that they are supposedly doing to my account, I am still stuck paying those fees anyway, that when it gets credited to my account that it wont reflect my available balance and that they are just stealing my money, and if I don't pay the XXXX and change then I get more fees on top of that where as the credits would of taken care of my minimum balance they so like to make up as they go along. I recorded the conversation with rep and advised her of doing so. XXXX Credit Card company is fraud to it consumers promising them they will fix the error and then leaving them the next month and month after to broken promises. Another thing is why arem my late fees different amounts as well as the overlimit fees??? most credit card companies are consistent with their fees. The rep also informed me that I can opted out of the overlimit program which I was never informed of being opted in to begin with. She said that opting out would stop the fees of overlimit but she can't credit those back to me either since I never knew I was in to begin with.

Company response to consumer: Closed with explanation