Consumer complaint received 2022-02-02
Company: Genesis FS Card Services, Inc.
State: NJ
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:
I recently filed a complaint regarding unethical practices by the company XXXX XXXX. At the time, I attempted to resolve the matter with them but the issue has got out of hand completely. 

I recently spoke with an account manager named XXXX - ID - XXXX with a call at XXXX P.M. During this phone call the individual XXXX has given me the ID numbers and times of the phone calls I have made and given all calls are recorded for quality assurance, these calls are recorded. Below, I will list these phone calls by the time, date, and ID number of the employee who received the call. All of this information was relayed by XXXX. 

XX/XX/XXXX at XXXX P.M. - ID number XXXX, I called to try and resolve the problem. There was clearly an issue on their end and I offered a solution which was turned down. This individual did not take my complaint seriously at all. The complaint was regarding the technical issue and an offer of a solution which is beneficial on the companies end more than my own, but I just didn't want to deal with an unethical company like this as it has caused serious mental health issues to myself. This individual clearly acknowledged that there was a technical issue on their end. This was never relayed to me. 

XX/XX/XXXX, XXXX P.M. - ID number XXXX. I attempted another try at a solution to the issue at hand. I was not able to access my account due to a technical issue on their end and I wanted to be treated fairly. This was turned down again. 

XX/XX/XXXX, XXXX P.M. - ID number XXXX. The individual I spoke with was an account manager who dubbed himself " XXXX ''. I was fed up with this company here and I decided I was going to make a full payment to just close my account and never deal with this unethical company again. XXXX was reading me the liability waiver whereas he was stating " do you agree to make the payment of {$680.00} ( not 100 % accurate give or take a few dollars ). I stopped XXXX mid-sentence and I stated, " XXXX, I will agree to this payment under two conditions, the first condition being this account is closed right after payment and the second condition being that I receive an email immediately after I make this payment ''. XXXX agreed to my account both being closed and me receiving an email for my own documentation after I agreed to the waiver and submitted the payment. Seconds after, I stated " XXXX, I'm just going to wait for this email while I have you on the phone. '' XXXX stated I wouldn't receive an email until the payment was taken from my account and received by the company. I stated XXXX, do you know what immediately means? XXXX went onto apologize. I waited until the next day and when I woke up in the morning, I saw that the money was withdrawn from my account through my online banking portal and I still never received this email. I had no documentation. I would have never made this payment if XXXX did not blatantly lie to me. 

Fraud - Deceitful incentivization for personal or financial gain. 

XXXX has committed fraud on this phone call. Big claim? Wait until the next call. 

I was heated at this point, I was stolen from by a corporation. Theft in my opinion. 
XX/XX/XXXX, XXXX XXXX - ID number - XXXX - a call by an individual who claimed to be " XXXX ''. I explained what I stated above to XXXX. XXXX stated something along the lines of if it is this much of a problem, I will remove all late fees and interest and you can pay the max credit line of the card. This was my original solution. I stated something along the lines of XXXX, no I want this figured out and your company literally committed Fraud. At the same time there was an ongoing technical issue that has happened to me and I want to prevent any future individual from harm by this company. 

XX/XX/XXXX, XXXX P.M. ( given to me by XXXX ) - ID number not provided - The individual I spoke with by the name of XXXX after XXXX escalated the call. During the call XXXX couldn't figure out a solution and I was being persistent to solve the issue. Finally XXXX pulled the phone call that I had with XXXX ( XXXX P.M. - XXXX ). After XXXX listened the call and I was taken off hold, I stated to XXXX, " XXXX, am I wrong? '' XXXX stated " no, you're not ''. XXXX acknowledged XXXX 's fraud. Afterwards XXXX took my claim seriously and further escalated the call to an individual XXXX, XXXX XXXX XXXX account manager. 

Afterwards on both XX/XX/XXXX and XX/XX/XXXX I spoke to the individual XXXX. XXXX was not able to provide me with details so I could reference these calls. However, there was nothing significant of these phone calls. Except XXXX stated that " This is no longer a customer service issue, this is a fraud issue ''. XXXX also acknowledged the wrongdoings of both XXXX and XXXX. 

Finally completely demoralized by this company. I called this company back on XX/XX/XXXX. I felt as if this company simply wasn't taking this matter seriously and spoke with XXXX. After speaking with XXXX and she was going through the phone calls I decided to refer back to the original call on XX/XX/XXXX, XXXX P.M. - ID number - XXXX when I originally made the complaint of the technical issue. 

XX/XX/XXXX, - XXXX P.M. - ID number - XXXX - I called this company to inform them that there was a technical issue. This is with their outsourced CR department in the XXXX. I was unable to view anything on the website as it was blank and I was only able to see three blank tabs. They stated something along the lines of you can make alternative payments such as over the phone. However, I was unable to view any history of my account and really couldn't view anything. I attempted to explain that to them. They didn't care. At the end, I stated not to contact me anymore. 

XXXX stated that because of this, potentially the company would not contact me anymore due to legalities. However, I was unable to access any information to my account and reported a technical issue that they have not looked into. It would behoove me that any individual would give any kind of payment to a financial company where you can't view any history, balances, nothing. I asked multiple employees including XXXX on this phone call if they would personally make any payment or provide them with any personal information. Every single employee ( XXXX ) stated no they would absolutely not. 

On XX/XX/XXXX, XXXX stated I was unenrolled in paperless documents. In the XX/XX/XXXX call I also requested a new card as mine was physically incapable to process any kind of payment. To my knowledge, what happened is I called to report a technical issue, request a new card and was being incentivized to make a payment where I couldn't see any information. In other words, blindly giving a sketchy company money. 

On another call in which I do not remember as you can see there were many calls and fraudulent activity by this company. I was told that the card was automatically activated and I didn't need a physical copy. I also have never received the physical copy of the card. XXXX then stated that this was not true. 

My last call was escalated to XXXX because I refused to get off the phone last night, XX/XX/XXXX. XXXX refused to give me her last name or a reference to the call so I could further provide someone else with it. XXXX insulted me many times. XXXX even yelled at one point stating " you don't listen! ". This individual should not be allowed to handle customer service relations. I felt personally attacked by " XXXX '' and completely insulted. I was in shock by the attitude of this lady. 

At every level of the hierarchy of this company I have been lied to, deceitfully incentivized to make payments I was not comfortable doing as I didn't have access to the information of my account. 

Please take this complaint seriously this time. There is significant issues with this company. I tried so many times to resolve this with this company and I am being given the " run-around ''. It would behoove me to believe that I am not the only individual with this technical issue as multiple employees acknowledged there was an issue. Given this information, this company would then be deceitfully stealing from individuals who simply can't afford to fight for themselves or have the knowledge to protect themselves from companies like this. I foresee this company flexing it muscles and potentially litigating this until the end of time. However, this is my last effort to resolve this conflict with this company. 

Personally, they have caused a significant amount of stress and emotional terror in my life for my family. I have been contemplating receiving professional help to handle this stress, however, I do not have any time as I am a full-time business school student at a reputable university that holds a XXXX G.P.A. with one semester left to graduate. My grades are starting to suffer because of the stresses caused by this company. All I want is to be treated fairly and with respect. 

Thank you XXXX XXXX

Company response to consumer: Closed with explanation