Consumer complaint received 2023-12-02
Company: Genesis FS Card Services, Inc.
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
My Destiny credit card expired this year and I was not sent a replacement. I didnt recognize the issue until I moved to a new apartment and was updating the address for all my accounts. I called and found out the company had some issue with creating credit cards and it was the reason I was not automatically sent a new XXXX. I have never encountered such a reason for not sending a customer a new card and thought the amount of time that had passed was extended but did not mind I just wanted my replacement XXXX sent. 

I have several accounts with XXXX XXXX. I updated my address for all my accounts around the same time. What is different about the Destiny XXXX is the fact the card had expired months prior to my moving and I had not been sent an updated card. 

I requested the replacement card by calling support and verifying my identity. I thought nothing of the card to be sent until I got letters requesting I send copies of my drivers license for the card I requested. The card then just showed up. a couple of weeks ago my app access for this specific card was blocked. I was and am able to access my other accounts in that same app just fine though. 

The request to mail or fax my drivers license was alarming to me given I had verified over the phone and the specialist did not mention I would need to submit more information to verify, they simply stated I would get the card. I saw no reason for the request given I had had the account for years, I truly thought the letters were fraudulent. Especially since the card showed up. 

Other recent calls to this customer service department included issues with the app. I attempted to inform customer service that my apartment number was not showing properly when updating the address. Living in an apt I didnt want to deal with the headache of having my XXXX delivered to the wrong mailbox. I persisted because I had requested the updated XXXX and the specialist told me that the address showing in the app is the address that would be used to ship my updated XXXX. After over an hr on the phone I was told that the reason my address did not show correctly in the app was a general app issue and that my address showed an XXXX XXXX in the companys systems. I believe I submitted feedback about the experience. I took them to task in that review given they wasted so much of my time. Had I not been confused and worried the call could have ended sooner. I mention it here because I feel it material to the events following this particular call. Keep in mind that call happened in XXXX. I verified my identity over the phone for the call. 

I just got off the phone closing my Destiny account because again what I was being told made no sense. 

I was told that my request for an updated card, never sent to me as it should have been, and updating my address back in XXXX may have caused my account to be placed on a system generated fraud block in XXXX. 

I was very frustrated at this point but spoke clearly I explained that the reasoning I was being provided for this block was unreasonable. I had had no suspicious charges on the card in all the years I held the account and I had multiple accounts with the company. 

The supervisor I requested claimed to have read all the notes but did not know why for months my card was never sent. I pointed out that they had told me they had read all the notes already after they provided a quick answer of fax or mail a copy of my drivers license. After having me hold and to add to add to my frustration the supervisor stated my card was never sent because they were out of plastic. 

At that point I got the impression that the supervisor simply saw me as a problem and nothing more. They didnt care about their role or mine for this company. I felt I and my frustrations were something of a joke to them and they were happy to close the account. I informed the supervisor that they were a liability to the company given they did not even put forth the effort to be informed about the situation or offer any remedy or recourse given the obvious unreasonable nature of the fraud block. 

I explained requesting a card never sent and updating an address are rather normal events, and I wanted to know why with no fraudulent charges in the years long history of the account my account was blocked but other than the previously mentioned reply the supervisor had no other response. 

The ball was dropped on getting an updated card out to me. 

I remember calling about getting an updated card for this account twice. I am not sure why it took XXXX calls and the card didnt arrive until XXXX and once it arrived the account was blocked. Whats crazy is I activated this card when I called today. If it were on system generated fraud block why did the automated system allow me to activate the card? 

I cant explain why if my updating my address was a fraud triggering event this company acted upon it only after I sent in feedback about my customer service experience regarding their app? I had called them after updating the address in the app why not inform me of the issue then if it is system generated as the last supervisor stated? 

Why was I made to authentic my identity over the phone if it is not good enough? If there is a question? What pattern of fraud is evident in these series of events to justify handling my account in this way? It is an industry standard to verify over the phone. I did not fail the phone authentication at any time I called them. I have reported no unauthorized charges and I have had the account for years. I am questioning whether or not this is a gross abuse of power by employees who have little to no oversight. Its as if when they dont like a customer or what they have to say no matter if they say it with decency just to spite the customer, in breach of their service contract, as detriment to the company they opt to just put a fraud block on the account, if they are doing things like that to people it is fraud. 

My daughter has also been sent through this process forcing her to send copies of drivers licenses and social security cards I feel unreasonably she did not know why Discover suddenly requested the information. Her student credit card account with Discover was closed impacting her credit. 

I had an account with synchrony bank closed I feel due to the supervisor I was escalated to for their customer service. At the time customers were unable to remove old payment accounts from the app. A payment processed on an old account and I am not sure how I had used the same account over and over. I feel because the supervisor did not like my clear and direct communication and my pointing out flawed logic and my complaints about my poor experience, they found a reason and that account was closed against my wishes to spite me. ( I had a prepaid card XXXX card and was never notified of the cards ability to graduate to a regular credit I had called several times seeking clarity because I wanted the card to graduate and it seemed they were not sticking to what they told me when I got the card and I had just had another secured XXXX graduate to an actual XXXX. I was fed lines about the process being unavailable to the public, etc I found out later that they had never even pulled my credit ). 

I feel like my credit is being targeted and I dont even know why.

Company response to consumer: Closed with monetary relief