Consumer complaint received 2024-03-06
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: Colony Brands, Inc. (IN)

On XXXX XXXX, 2024, I mailed a check for {$170.00} to Montgomery Ward to pay my credit card account balance in full. On XX/XX/2024, I received an invoice from Montgomery Ward indicating that they had not received my payment and requesting an additional {$3.00} as a finance charge for a late payment. On XXXX XXXX, 2024, I called Montgomery Ward and made a debit card payment, by phone, of {$180.00}. I informed Montgomery Ward that I had mailed a payment on XX/XX/ 2024 and asked them not to cash that check if they received it. On XX/XX/2024 Montgomery Ward received the paper check and converted the check into an ACH payment and cashed the paper check with knowledge that I had requested that they not cash the check as I had already made an electronic payment on XX/XX/2024. After posting the ACH payment, the account had a credit balance of {$180.00} as of XX/XX/2024. I requested a refund of the overpayment on XX/XX/ 2024 and was told, by XXXX, that if a refund was authorized it would be processed within 24-48 hours. After waiting 48 hours, and still not receiving a refund, I called Montgomery Ward again, and spoke with XXXX XXXX, a Supervisor, who then transferred me to her supervisor, XXXX on XX/XX/ 2024. I explained that I was trying to determine when my refund would be processed and was told it would be by the end of the week and would be in the amount of {$170.00} which was a sum that excluded the Finance Charges ( aka Late Charges ) and payment processing charges for payment made by phone. At the end of the week the refund still had not been received and I called Montgomery Ward again and spoke with XXXX on XX/XX/ 2024. I told XXXX I was calling to follow up on the status of my refund payment and she indicated that the refund should be forthcoming in approximately XXXX hours. During the course of our call, she conferenced in a representative from the credit department in order to get clarification regarding the status of the refund and the credit representative couldn't figure out why I was asking for a refund even though it was clear that the account had been paid in full and had an overpayment of {$180.00} being reflected on the account. After having waited 72 hours, and still not having received a refund, I called Montgomery Ward, again, and spoke with XXXX. I explained to XXXX I was calling to check the status of my refund and he continued, thirty-eight ( 38 ) times to be exact, to ask me to explain why I was calling. I hung up, after realizing I was not going to be able to get any resolution with XXXX, and called back and spoke with XXXX, a Customer Service Supervisor, and explained I was calling to check the status of my refund. XXXX explained that the refund was being processed and I should expect to receive it within two ( 2 ) weeks and asked that I wait until XX/XX/ 2024 before following up again. I don't carry a balance on my revolving line of credit with Montgomery Ward. I pay the account in full each month that I incur charges. This type of customer service is inappropriate and unacceptable and has caused me much stress and XXXX  over a process that should be such an easy fix. It is a refund of less than {$200.00} and it should have taken only 24-48 hours to initiate the refund and instead, I've waited over a month. First, I would like my refund. Second, I would like an explanation as to why it has taken so long to refund my money. Third, though not necessary, an apology would be appreciated. 

Thank you for your assistance, XXXX XXXX