Consumer complaint received 2017-10-18
Company: STERLING JEWELERS, INC.
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
The issue is with Kay Jewelers. The issue came to the forefront at XXXX XXXX on XXXX/XXXX/XXXX. 

While attempting to make a purchase in a store, I was advised that my account was suspended due to some NSF payments. Back in XXXX XXXX, I setup auto pay online using a XXXX checking account ending in XXXX, I authorized Kay Jewelers to deduct {$25.00} each month on the due date. In XXXX XXXX, there was fraudulent activity on the account ending in XXXX, which ultimately forced caused me to have the account closed. 

I logged into my XXXX account XXXX/XXXX/XXXX deleted the XXXX XXXX payment account ( XXXX ), deleted any future auto payments from this account and added, to the new auto pay acct with XXXX XXXX ending in XXXX and setup a SAME DAY payment for {$25.00} as well as an auto payment that was to being in XXXX on my due date. Again, the account ending in XXXX was removed and it appeared NO WHERE on the account. I received an email confirmation of the changes. From a CUSTOMER standpoint, I performed the processes based on instructions from the website. 

It was brought to my attention, last night while attempting to pay for merchandise that my account was suspended for purchases for the NEXT 6 months because of NSF charges. Whatever processing system used by XXXX XXXX 's CONTINUED TO PULL FROM THE DELETED ACCOUNT ENDING IN XXXX!!!! 

I ended up calling into the call center last night ( XXXX/XXXX/XXXX ) and spoke with a CSR who was not ANY assistance at all and rude on top of that. I ended up requesting to speak with a Supervisor, I spoke with XXXX who ultimately CONFIRMED THAT THE TCF ACCOUNT ENDING IN XXXX WAS NO LONGER ATTACHED TO THE ACCOUNT AS OF XXXX XXXX, HE ALSO STATED THAT HE " DOES N'T KNOW WHY THE SYSTEM IS CONTINUOUSLY ATTEMPTING TO DEDUCT FROM THE ACCOUNT THAT WAS DELETED '', HOWEVER THIS IS NOT KAYS ISSUE AND THEY COULD NOT LIFT THE SUSPENSION FROM MY ACCOUNT. He also verified that payments were coming out of the account ending in XXXX since XXXX as they should be. I also noticed that I have been charged 4 different times @ {$25.00} a piece for NSF fees and returned check fees, this has tacked on ANOTHER {$100.00} to my account, which will accrue interest. 

I the customer have been humiliated both at the store and on the phone. Although Kay representatives REALIZE the MISTAKE within their system caused and that this issue is NOT my fault, I am the one being penalized and inconvenienced. I logged onto the online system to update my payment information in a timely fashion and if their system was malfunctioning and NOT processing online request and updates the way it should have is NOT MY ISSUE!
I have YET to miss a payment to this company. The {$25.00} has been pulled AND posted to this Kay account as it 's being paid from the account ending in  XXXX. 

During the month of XXXX and XXXX, Kay Jewelers has attempted to process 2 simultaneous payments from me, one from a closed account ( that was removed ) and 1 from the valid account where payments have been successful.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief