Consumer complaint received 2024-10-04
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CLGF Holdco 1, LLC (GA)

On about XX/XX/year>, I was approved instantly, for a credit line of {$300.00} with an annual fee of {$79.00}, for an Indigo credit card with XXXX XXXX, serviced by Concora Credit Inc., per their emails. 
I then sent paperwork at their request to prove my identity per an email from Indigo. All emails from this company are attached. The card arrived on XX/XX/year> and I was very pleased and then shocked that the card had a credit limit of {$700.00} but that the annual fee had tripled to {$170.00}! That is a bait and switch, that is meant to cost me 3x what I had originally agreed to with the application. 

Still, I needed the extra credit and went to the website to activate the card and set up an account. The next day, today, XX/XX/year>, I attempted to use my Indigo card but it was declined at XXXX, repeatedly. I could not make my purchase and left all items at the store. I went to my car and called the customer support line for Indigo, a phone call lasting about 20 minutes. Screenshot attached. The automated system said : Would you like to activate your card? After asking me to activate my card again, I said Customer Service and then the question was repeated so I hit 0. So the card had not been activated previously online as I thought. 

The rep that came on, XXXX, asked for my name and verified me via my SSN ( last four ), and then when I explained the situation the first thing he said was : Your card has not been activated. I said, Well dont activate it because I have another issue, and I explained the different credit limit and the annual fee being three times what it was when I was approved. He asked if I had some proof of this, and I said I believe I have a screenshot, and I said I could email it to their customer support email. He said that would not be possible ; only fax or mail is available. He then said he could not help me so he asked if I wanted to activate the card, and I said No, pls pass me over to a supervisor to see if they can help me. Thats when XXXX said your card has been activated and she wont be able to assist you with your issue. I said What? I never asked you to activate the card! 

About 3 minutes later XXXX came on and said she is the account support supervisor, and I explained my two issues with the bait and switch on the annual fee and the issue with my card not working at the store, and asked if she could help me with this situation. She acted confused, back-peddled and finally when I directly asked if she could help by closing the account since it has not been activated, she said there is nothing she can do about the rate and the fee and that she has no idea when the card was activated, that she is unable to verify or see that information. In other words, she acted clueless, unhelpful and was unwilling to take any action on my behalf. Two reps, two different stories : First tells me my card is not activated then presumes to activate it, second says she can't tell if it has been activated. These calls are recorded, you will be able to verify everything I say here. 

Additional issues that exist : On XX/XX/XXXX, prior to receiving the card, I received an email automatically enrolling me in credit card protection. I then received a paperless only email confirming my enrollment, which I did not select.