Consumer complaint received 2025-02-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Avant Holding Company, Inc.
State: GA

Complaint narrative:
I am writing to formally express my dissatisfaction and concern regarding the unfair billing practices associated with my AVANT credit card account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Despite my efforts to resolve these issues, I have encountered ongoing difficulties, including unexplained fees, an inability to correct billing errors, a refusal to escalate concerns to a supervisor, and even threats of additional charges after closing and fully paying off my account. 

Unexplained Fees & Incorrect Billing Statement I was late to make the XXXX payment on time due to XXXX XXXX XXXX issues processing direct deposits on time ( Email from XXXX XXXX attached - Exhibit 1 ). My funds were delayed by 4 days and I had to switch banks and update my billing information with multiple credit cards and utility companies. When I received an email from AVANT about my past due payment ( Email attached - Exhibit 2 ), I immediately called AVANT to make a payment and to request the removal of late fees of {$39.00} due to an extraordinary situation with my checking account at XXXXXXXX XXXX XXXX, apologizing and explaining the situation. The payment was processed and posted on the account on or about XX/XX/year>. Late fee removal was approved by AVANT and I received an email confirming the same ( Exhibit 3 attached ). When I opened my XX/XX/year> statement I noticed that the amount due included the payment for XX/XX/year> of {$55.00} which was identified as a " Past Due Amount '', included late fees of {$39.00}, and other interest charges, and the total due was {$150.00} ( Exhibit 4 attached ). 

I contacted AVANT customer service on XX/XX/year> when realized that the XXXX billing statement was incorrect and lacked clear explanations. When I contacted customer service for clarification, I was met with vague responses and was not provided with a satisfactory breakdown of these charges. Additionally, I identified errors in my statement, yet my requests for correction were ignored or denied without reasonable justification. I tried my best to explain the situation once again to multiple customer service representatives explaining that late fees were reversed by AVANT, the XXXX payment was made and the the amount due was incorrect, but 5 customer service representatives did not understand the simple math and were unable to listen or assist with billing question. They just read the same script over and over stating that the late fees were accurate and these fees were already " reimbursed ''. A simple question why should I pay late fees for the month of XXXX if the due date is in the future and I'm not late with the payment totally confused all 5 customer service representatives and yet they insisted that I should pay the late fees. 

Refusal to Connect to a Supervisor On multiple occasions, I have requested to speak with a supervisor to escalate my concerns. However, each time, my request was either dismissed or outright refused by customer service representatives. This lack of transparency and refusal to provide appropriate customer support is unacceptable. I requested to be connected to the supervisor on XX/XX/year> at least 4 times. On the XXXX attempt, the customer service representative promised that the supervisor would contact me when convenient for me, but I never received a phone call. 

Unfair Post-Closure Charges After deciding to close my account and ensuring that my balance was fully paid off ( Exhibit 7 attached ), I was shocked to receive threats of additional charges. This practice appears to be not only unethical but also an attempt to unjustly extract more money from former customers. Such actions raise serious concerns about the fairness and integrity of your billing practices. I have received several written communications about AVANT in the past about changing the terms and conditions of the rates as well as payment reversal and Reposting that made it very confusing for the customers to understand billing statements ( Exhibit 5 and Exhibit 6 attached ) and these actions raised serious concerns about all charges on my monthly statements. 

I request an immediate and thorough investigation into these matters and demand the following actions : 1. A detailed explanation and breakdown of all disputed charges.

2. Immediate correction and refund of any erroneous or unjustified fees. 3. A clear
confirmation that no further charges will be applied to my account after closure and that the final payment that I made did not include any late fees ( Exhibit 5 attached ). The customer service representative stated that I may receive a statement with additional fees or amounts due in the future even after the account is paid off and closed Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation