Consumer complaint received 2019-08-16
Company: SOUTHSTATE BANK, N.A. - 520 GERVAIS STREET BRANCH
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I open an account with South State Bank, the financial institution is XXXX XXXX around XXXX' 2019 with a credit limit of $XXXX. I initially completed a balance transfer and made my first payment on XX/XX/19 and then set up automatic payments to take place but those automatic payments did not initiate for XXXX payment. I was notified after the due date and made an immediate payment likewise I contacted the Financial Institution to request the late fee be returned due to the software failure. This was my only missed payment I do not miss payments (as shown on my credit report with all 3 bureaus) XXXX   XXXX  decreased my line of credit from XXXX to XXXX   at the time I had about 6200 in open balance. This not only negatively effected my credit score it has become something that I have to speak to with my mortgage broker. I requested XXXX XXXX to correct this by reinstating my credit limit as well as waiving the late fee charge of $28.00 below is the response of the customer service agent

On XX/XX/2019 at XXXX XXXX Cardmember Service wrote:
Dear XXXX  XXXX: Thank you for contacting Cardmember Service via our website about your Visa® account ending in ****. We have referred your inquiry to the Office of the President to ensure that your concerns are answered appropriately. An Office of the President specialist will respond within 15 calendar days from the date of your email. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX. Cardmember Service Advisor

My response:
On XX/XX/2019 at XXXX XXXX  the following message was sent:
XXXX, as a courtesy, I have waited on a response that was promised in 15 calendar days and I have not received a response or resolution as of yet and it has been beyond the 15 calendar days previously indicated in the response from XXXX. In an attempt to be reasonable I will wait until XXXX   allowing 15 business days at which point I will move forward independently.

The company is claiming they sent me a letter on XXXX I have received no such letter. 

On XX/XX/2019 at XXXX XXXX Cardmember Service wrote:
Dear XXXX  XXXX: Thank you for contacting Cardmember Service via our website about your Visa account ending in ****. Our records indicate that an Office of the President specialist sent a reply to you by mail on XX/XX/2019. The letter will arrive in a white envelope with a return address of XXXX, North Dakota. Please contact us again if we can be of further assistance. Sincerely, XXXX   XXXX. Cardmember Service Advisor

On XX/XX/2019 at XXXX XXXX the following message was sent:
I have received no such letter hence my reaching out on XXXX

On XX/XX/2019 at XXXX XXXX Cardmember Service wrote:
Dear XXXX  XXXX: Thank you for contacting Cardmember Service via our website about your Visa account ending in ****. We have forwarded your request to the Office of the President specialist to have the letter resent. Once the letter has been resent you will receive it within 10 days. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX. Cardmember Service Advisor

Company response to consumer: Closed with explanation