Consumer complaint received 2018-06-14
Company: Total Card, Inc.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On Tuesday, XX/XX/XXXX, I called the number on the back of my XXXX credit card. It was at approximately XXXX. The purpose of my call was to see if I could set up an arrangement to pay my bill ( {$38.00} ) on XX/XX/XXXX, instead of it's due date ( XX/XX/XXXX ). 

The representative set me up with a 'promise to pay '. While the representative was setting up the arrangement, I told her my biggest concern was if this payment would be reported as a late payment to the credit bureaus. The agent assured me that it would not be reported as a late payment to the credit bureau because I was setting up this arrangement. I also asked the representative if I would receive an email confirmation of the payment arrangement- the representative said yes, I would receive an email confirming the arrangement we had set up. The representative asked me how much I could pay on the XX/XX/XXXX, and I told her I could commit to my minimum payment of {$38.00}. The customer stated she completed the 'promise to pay ' and we disconnected the line. This call was recorded.

Today, XX/XX/XXXX, I called the same number on the back of my card because I saw a declined charge for {$38.00} from XXXX on my debit card. The representative I spoke with stated that even though an arrangement was set up, my automatic payment would still attempt to go through on the due date ( XX/XX/XXXX ) and if it declines, I would be issued a {$27.00} late fee and my payment would be reported as late to the credit bureaus. 

I requested a supervisor. The supervisor stated that she saw all of the information that I was advised notated in my account. THE SUPERVISOR CONFIRMED THAT SHE SAW THE PROMISE TO PAY AND CONFIRMED THAT THE PREVIOUS REPRESENTATIVE NOTATED WHAT I WAS ADVISED ( about not reporting the payment as late as long as it was paid on XX/XX/XXXX ) AND THAT IT WAS MISINFORMATION. The supervisor apologized for the last representative giving me misinformation. The supervisor confirmed that I would, indeed, be receiving a {$27.00} fee and if my payment was received by XXXX Central Time today ( this conversation ended at XXXX Central Time ), it would be reported as late to the credit bureaus when they report on XX/XX/XXXX. I asked the customer what we would be doing about the fact that I was told that an arrangement had been set up, nothing was said about any sort of fee, and that I was specifically told my payment would not be reported as late ... the supervisor said all she could do it coach the representative on the misinformation she provided. 

This is not acceptable. I feel that the information I was given was not only misinformation, but it was outright deceitful. I was given completely false and inaccurate information, and if you listen to my recorded phone calls- you will see that I was SPECIFICALLY told that because I was doing a 'promise to pay ', my payment wouldn't be reported as late as long as I did what the agreement said which was to make my payment on XX/XX/XXXX. 

I should not be punished for the failures of a company in regards to setting proper expectations for the employees in regards to provide truthful information and this payment should NOT be reported as late to the credit bureaus.

Company response to consumer: Closed with explanation