Consumer complaint received 08-12-2017 about Credit card or prepaid card (Store credit card) with Alliance Data Card Services (VA).
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint: I originally filed a complaint ( Ref # XXXX ) with FDIC. They emailed me that it was forwarded to you, XXXX. I received an email from you saying that I could follow the complaint online, when I access your site it says there is no complaint. I will refile the complaint against a foe familiar to you. XXXX XXXX  has an extreme number of identical complaints listed at your site and even larger numbers online when XXXX. They are the object of grievances regarding practices of defrauding customers who own credit cards they sponsor and the large fine levied against them by FDIC for many of their prior indiscretions. Well, not knowingly, I to became a victim after being talked into registering for a rewards program and credit card at XXXX XXXX of FL. They promised me great rewards and immediate large discounts by signing up. After a scrutinizing questioning session with the representative XX/XX/XXXX regarding the billing procedure and how it would be administered, we were promised that it would be only by a paper billing. After signing up we received an email which indicated that we needed to finish registration online and then we could view purchases, bonus points, etc. on our accountthis included a XXXX-point bonus of reward points, they said. I set up my account online as indicated, but after doing so none of the purchases we had made were listed in my account at that time under the credit card # we were provided at the store. At no time during this process did I check off that I would do electronic billing which was suggested by a representative I talked with later. I received many emails from XXXX welcoming me to the online account etc. after this with all kinds of advertisements regarding sales, but nothing regarding a billing or an indication that my profile had been changed to electronic billing from paper billing or informing me about how that would occur. ( see attached files ) I accessed the account or tried to, numerous times during the rest of XXXX, XXXX and into XXXX. Many times, I couldnt get on, but still nothing appeared on my account regarding purchases during this time period when I could view it. The end of XXXX I received a text message saying my account needed attention and at the same time I received a paper billing for my account which now included two late fees charged along with extra processing fees which more than doubled my original purchases. OnXX/XX/XXXX, I immediately disputed the billinga foreign speaking person I could barely understand first, who then transferred me to a supervisor after I complained about not understanding her. This supervisor tried to make me believe that I had changed the billing process online and I must have overlooked the billing I received etc. I informed her that no way I did either one knowingly. I then checked my junk mail on my ISP and nothing from them arrived informing us of changes in my profile or billing procedures. ( See attachments ) She then said that probably the first late fee should not be there because of the closeness to the billing cutoff date when the change was made in my billing, so she would remove the first late fee. I inquired why not the second one since Ive never received a bill, either electronically or via paper, nor was it visible online as originally promised? She indicated that was not in her power to do and that she could only remove one. WHAT??!!! I informed her Ive never been late in 30+ years of banking with my XXXX card at my XXXX XXXX bank and I would not accept late fee charges imposed nefariously. It was obvious to me they were just scamming me by deliberately changing my profile without any notification and accumulating late fee charges while not providing me opportunity to pay with an appropriate billing. However, I told her that a check would be in the mail immediately to pay for the purchases we made without charges they nefariously placed on my account, I proceeded to send a check to pay for my purchases. I also asked at that time for my account be closed. To my knowledge, it still has not been closed even after several other requests via email to the Customer Care Team. I will not accept charges that are generated in nefarious ways to scam clients. As a former XXXX XXXX in my XXXX XXXX, Im appalled by these practices, yet thru friends still working in the current banking industry indicate to me this is more the norm today in the banking world with executives promoting this kind of behavior. Our XXXX XXXX operated with great integrity, honesty, and civility. Apparently, that is no longer the culture in the banking world. I can not believe this bank is permitted maintain a license in light of the incredible numbers of people who have been violated by them. Where are consumer protections in todays world? After numerous attempts ( I dont have all those dates ) via phone, emailing the Customer Care Team, they finally sent me copies of what they have regarding my account very recently which I have now seen for the first time. I dont know how or where they hid them before, but they were not available for me to view in my account online until I received the first late paper billing notification. I included under additional files copies of their email responses upon opening the online account that welcome me, but as you can see they have no information about electronic billing nor a change in profile from paper billing. They obviously have my email address & home address as credit cards arrived several weeks laterand no billings arrive via either medium. Yes, I realize now after seeing their history online, it was a mistake to sign up with them for a credit card, but I fail to see why they can continue to operate in this manner to scam and deceitfully bully so many customers. Our license to practice would have been revoked, had we conducted business in this manner. I certainly will not deal with them nor any of the Stores they represent in the future. Nor will I succumb to pay their unwarranted ridiculous fees they are accumulating.

Company response to consumer: Closed with explanation