Consumer complaint received 2023-07-12
Company: Genesis FS Card Services, Inc.
State: DC
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:
In XXXX of this year I logged into my Milestone, Indigo, and Destiny credit accounts ( all owned by the same company ) to completely pay off each account. The day before scheduled payment, I noticed the payment had disappeared from pending transactions in one account and having checked the other two, noticed same. Thinking the payments had been canceled or simply not gone through, I scheduled the same exact payments again to ensure that they were made as I since acquiring these credit building cards I have had nothing but issues and seen an overall degradation of my credit. 

Previously, payments have never been processed on the transaction date, varying from 1 day to a week afterward. This time, however, they debited both payments ( 6 in total for the three different accounts ) leaving me with a negative credit balance. However, rather than return a single payment, both were returned, each with a returned payment fee, a reported late payment fee, as well as several fees for being overlimit. Their customer support did nothing, and when asked to escalate to a manager I was left on hold long enough to simply give up. 

I've since tried to make payments encountering issues every time. 

Most recently, I attempted to pay off all three accounts again, scheduling the payment for XX/XX/XXXX and the same issue occurred, again. 

Calling customer support on XX/XX/XXXX I was told that the Indigo payment could be seen and would be processed as well as the Destiny payment. The canceled and resubmitted ( created a new bank account solely for the purpose of closing these accounts but had selected a previous bank account ) Milestone payment was not showing. 

Reference numbers provided for the above : Milestone - XXXX payment not showing Indigo - XXXX - payment showing Destiny - was not given a reference number but told payment showing. 

I was told for Indigo & Destiny payments o that they usually withdraw funds 1-3 business days and that as this was Wednesday XX/XX/XXXX to expect it to be debited from my account that day or the next. I was further told that the Milestone payment was not showing and that I should reschedule a payment with them. I declined not wanting a repeat of the XXXX incident in which I incurred fees and a massive ding to my credit. 

However, as of XX/XX/XXXX, each of the three accounts is showing no payment being made with the Indigo account now reporting as late on my credit report leading to another XXXX decrease in my score. 

Further, another attempt at payment on the Destiny and Milestone card for the minimum payments due were made on XX/XX/XXXX for XX/XX/XXXX ( I took pictures and screenshots of the payment confirmations ) and the accounts are still showing as being in arrears. 

These accounts have now cumulatively cost my credit score to decrease by 150+ points and I simply want to have them fully paid off and closed as well as all fees reversed.

Company response to consumer: Closed with explanation