Consumer complaint received 2022-05-04
Company: Genesis FS Card Services, Inc.
State: SC
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:
I wish to start a complaint regarding my Milestone Credit Card, which is now serviced by Genesis Financial Solutions. I first got the card around XX/XX/XXXX and had make a {$170.00} payment to use the card, which was done online upon card arrival. By the start of XX/XX/XXXX, the website was undergoing some changes and the card was changing service companies, so I was without any transaction data or ability to make online payments for months. I also was not receiving credit card statements to my home. 

I called the company in XX/XX/XXXX to check the status, as I was not able to make payments and I had used the card. I was told there were a few late fees, but I was able to get these waived due to the statement/online account issues, and I made a {$300.00} payment, which also covered the minimum due for XX/XX/XXXX. In addition, my credit report was not supposed to have been negatively impacted due to the website issues and lack of statements, yet they are reporting to the credit bureaus a missed payment in XXXX. 

In early XX/XX/XXXX, I entered the website to see if I could make payments, as the migration was supposedly done. What I found was that, although I could make payments, there were no statements or activity in the account the only payment that showed was the initial {$170.00} payment made in XX/XX/XXXX. I kept trying several times in the month and, after no change, I called XXXX again in XX/XX/XXXX. 

To my surprise, I was told that the credit card available balance, which had been left in more than {$400.00}, was now less than {$200.00}, with no usage to the card since making the payment in XX/XX/XXXX. I asked for copies of all the statements for the card ( around 6 months ), so I could perform an audit and see what is going on, but I did not receive anything. I then called a second time explaining what happened and requesting again all copies of prior statements, but to my surprise I only received in the mail the very first statement for the card, which showed the {$170.00} payment and {$0.00} payment due ( the same information as the website ). 

To make matters worse, in XX/XX/XXXX I attempted to use my card for an amount less than what I was told on the phone was my available credit, but the transaction was declined. I am also currently unable to use the card, but to be honest after this experience I have no intention of using it again. 

I am extremely concerned about what may be happening with this credit card, as this has never happened to me before with any credit card. There seems to be a lack of transparency, lack of follow-through and, above all, a lack of records. I can not in good conscience make any payment without knowing what has happened with the card all this time, and something which also should be my right. Furthermore, it is impressive that they have no past statements available to send, yet my credit reports show a {$600.00} open balance but there seems to be no supportive documentation for this balance ( per the received statements ). How can this amount be reported to the bureaus if I can not even be provided with bank statements, and the credit cards online website does not have any information either? 

As time keeps passing, I do not have a resolution from the credit card company and I do not wish to have my credit report again be negatively impacted ( although I will be creating disputes with the bureaus for the XXXX remark and any future ones ). I unfortunately have lost confidence in this credit card due to the lack of transparency and records, so I am asking for your help in solving this situation. I can not continue to be kept in the dark and have both my credit and finances suffer by this company. 

I am including the following supporting documentation : 1. Screenshot of the credit card website from early XX/XX/XXXX XXXX. Screensot of the credit card website from the date of this complaint 3. Screenshot of my {$300.00} payment from XX/XX/XXXX 4. Letter and statement received from my second XX/XX/2022call ( no page 2 of statement included ) 5. My current credit report from XXXX XXXX for XXXX 6. My current credit report from XXXX XXXX for XXXX 7. Nine ( 9 ) Screenshots of similar complaints from this card found on XXXX

Company response to consumer: Closed with explanation