Consumer complaint received 2025-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Winklevoss Exchange LLC
State: CA

Complaint narrative:
I opened a Credit Card with the company XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. After making 3 credit card payments with no issue other than there being a long delay to post, I have run into major issues making my XXXX payment and have been unable to resolve the issues or get a satisfactory explanation for what's occurring despite calling them several times. 

On XX/XX/2025 a payment was made through XXXX, the same method I had used for the previous 3 payments. I have verified online and on the phone with XXXX that this payment was delivered via a check and was cashed on XX/XX/XXXX, and the money was taken out of the checking account for the payment. Despite this, the payment has still not been credited to my account as of today, which is XX/XX/XXXX. If the payment is not credited immediately, this is going to cause my payment to be considered late, incurring a late fee and credit score damages. 

I called XXXX XXXX customer service several times to try and rectify this situation before it became a real issue. I first called on XX/XX/XXXX, then again 3 more times each on XX/XX/XXXX and XXXX. I asked them to lookup the payment with the Check number and Transaction ID I provided from XXXX and they said they were unable to until the payment posted. I was told that it can take up to 10 business days for the payment to post after it was deposited, which I believed this was ridiculous as that is half a month and they also only accepted payments from XXXX via delivered checks which also took at least a week, which would mean it can take over 3 weeks for my payment to post after it's sent through one of the biggest banks in the country. 
I asked to speak to a supervisor twice, and both times was told a supervisor wasn't available at this time and they would call me back that day, the second time told they would call me back within XXXX minutes. Neither time did I receive any callback. I have spent substantial time, stress, and personal effort into trying to solve this situation by contacting them and they have lied and failed to uphold their end of communication. 

As it's now XX/XX/XXXX, it has now been over 10 business days since XX/XX/XXXX, and the payment is still not showing on my XXXX  account online. I tried calling once again today and was told a supervisor will call me back again, and I still have not heard from them. 

Additionally, I checked the credit card statement and read the rules and agreement and it states there that payments should post within 5 days, not the XXXX that was told to me over the phone. 

I believe I am being scammed by this company as they have cashed the check for my payment, failed to credit my account with that payment after over 2 weeks, and consistently lied and failed to follow through on the situation despite my repeated attempts to do so through contacting them. 

We made an additional payment on XX/XX/XXXX for the remainder of our balance despite all these issues so that we can close out this Credit Card account and never have to deal with them again. All we have wanted is to pay off the card and close the account, and XXXX has prevented us from doing so despite our repeated best efforts to resolve the account.

Company response to consumer: Closed with explanation