Consumer complaint received 2023-03-01
Company: Avant Holding Company, Inc.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I am filing a complaint against Avant Credit Card Services. Last year in XXXX, I contacted customer service to get the balance and the transaction posted to my account. The representative gave me the balance and transactions. However, she/the representative stated '' there were 2 charges on the same day on my account for {$57.00} from XXXX ''. I said, " those aren't my charges, I would never make do anything like that ''. She asked, " Do you want the fraud department to look into these charges ''? I stated, " Yes ''. She stated, " I will send your account to fraud to investigate the charges and told me it would take 8-10 weeks to solve the issues and 10 days to receive a new card ''. 
It took over 10 days to get the new card. The investigation took 3 months to be solved. After speaking to the fraud department, they stated, " Never seen any charges on my account for {$57.00} from XXXX and was unsure why the representative told me that. It was inconvenient and ridiculous that you called customer service for help but get told incorrect information. 
After speaking to the fraud department, I decided to pay my bill in full because this wasn't the first time I received incorrect information from this customer service. 
I called on XX/XX/XXXX or XXXX and spoke with an agent about the balance and making a payment. The representative stated the balance to be paid in full is {$520.00} and proceeded to agree for it to be paid in full. After a few days, I noticed the money hadn't been taken out of my account. I never received an email about the payment was not posted or etc. I called between XXXX XXXX why the payment hadn't been posted to my account and the money wasn't drafted from my bank account. The agent stated she didn't see the payment being made. I asked to speak to a manager and the manager wasn't available to take calls. She stated a manager would contact me within 24-48 hours. I never received a call. I called back to speak to a manager the next day. and still, the same response is not available. As of today I still haven't received a call from a manager regarding this matter. I was disappointed and the response, I asked the agent to take my payment again and she begin to give me another balance with added {$25.00} late fee. I stated I called to pay the bill on time and why was I charged a late fee. My bill is due on the XXXX but I called on the XXXX and XXXX to pay the bill and I don't know what happen and why the agent didn't process the bill. 
I also told this agent I wanted to pay my bill off and she was so quick to get off the phone until she forgot as well. I had to remind her I called to pay my bill. I did pay the bill and requested XXXX late fees be waived. On XX/XX/XXXX I called back to customer service about my payment because again I never received an email and the money had not been posted to my account. Another agent informed me that my bill had gone up again and additional interest was posted to my account. I asked why because the bill should have been posted to my account before interest started accruing. I asked for a manager and again the same response no manager is available. The money did not get posted to my account until another week later.

As of today no manager has contacted me about this matter and I still have {$25.00} late fees and interest on my account for the new bill which is unfair because I paid the bill on time with the agent on XX/XX/XXXX or XXXX so why. I can't help they need to retrain their employees when they mess up and managers need to stop hiding behind a desk with problems that need to be solved. 
I have paid the bill off and no one has contacted me. I've had problems with this credit card since the day I open it up. I do not recommend this credit card.

Company response to consumer: Closed with explanation