CSR Kim
06-12-2007, 05:01 PM
I have a card with Zales, which Scott and I used to purchase my wedding set and his wedding ring. Normally, I make my payments online, but for some reason at the end of April, I decided to make a cash payment of $50 in the store. Now, several years ago I had another Zales card that I never used, but I closed that when I consolidated my debt last Spring. So, I opened this new one. In their system, though, when they pull up my name, it pulls up both accounts. When I made the payment, it got posted to the account that is closed.
About a week into May, I get a call from the collections dept. saying my account is past due. Of course, I know better, and say yes, I did make a payment. Collections says I have to call the Zales side of customer service, because she can't help me. So I call them, and determine that yes, my $50 was posted to the wrong account. Originally the girl in collections said that I would have to fax a copy of my receipt to them to resolve this. Well, the gentleman on the Zales side said that, since he can see the other account and see the posted payment, that all he has to do is put in a request to have the payment transferred over, which he says he does. Awesome, I think everything is resolved, and I go on my merry way.
I guess shame on me for not checking my account, but at the middle of May I paid what would have been my normal payment of $50, thinking everything was in order. End of May, I get another call saying my account is still past due. I'm a little annoyed at this point, but I explain to the girl in collections what happened, including the resolution w/ the Zales CSR. Collections girl tells me, "I'm sorry you were told that this would fix the problem, but you have to fax us a copy of your receipt." Which just really annoys me, because I would have gladly done that in the first place, but was told I didn't have to. So I say, fine, I'll do it. I have to go get a copy of the receipt printed out from Zales and then fax it over to them, which I do. I'm also worried that, in the meantime, my account is going to be reported to the credit bureau (according to collections girl, I am 17 days past due, and it can take 7-10 to process the credit once I fax my receipt).
About a week passes, and I get a letter in the mail confirming that my correct account was credited the $50 payment from April. I call and confirm that this was done, as well as confirmed that they received my payment for May. At no time did this rep say that I still owed anything for the end of May.
Cut to yesterday.
I receive a call from their collections dept, advising me that I currently owe $115 with a past due amount of $31. I am pissed. I recap the story for the CSR, who then tells me she can't help me, and that I have to call their customer service dept. So I call them, tell the story again to the poor guy who answered the phone (my voice, at this point, was not friendly at all I am sorry to say). I find out that they never credited my late fee, which he says he'll do for me. He says that "might" count as payment for the past due amount. He puts me on hold, comes back, and says that unfortunately it didn't show as a payment, just a credit, and that I still have to pay the $115. I say, but I have never been late with a payment. The only reason there was a late fee was because the store made a mistake. He says he'll check with a supervisor, and puts me on hold. Comes back, says there's nothing they can do because of a federal law (if someone had more info on this, please advise me, because this sounded weird to me) that requires that if a late fee is applied to the account, then the minimum amount due goes up, and that there's no way around it. I don't know if I turned into a SC. I didn't make demands, but my voice very clearly indicated I was upset. And I asked to speak to a supervisor, please.
Get on the phone w/ the supervisor, recapped the situation for him, and he explained again that because of this federal law, I have to pay the $115. He says he can't go any further with my account until at least the past due amount of $31 is paid. Now, I am just upset, and feeling a little emotional, because money is very tight right now. We're getting married in 17 days, and every dime for bills, etc. is spoken for. I can pay the $50 that is normally due, but there is no way I will have the $65 that remains. I tell that to the supervisor. I also say, "So, basically, I have to pay for the mistake that this store associate made?" He says, "Unfortunately, yes." He says, if I can come up with the $31, he can "see what he can do" but can't make any promises. At this point, I tell him I don't know what I can do, and maybe I will call him back if I can figure something out, and I hang up.
I get off the phone and just burst into tears because I am so angry and frustrated at this situation. Everyone I talked to can acknowledge the fact that this was not MY mistake, but yet, there's nothing they can do, and I have to pay money I don't have for it.
As it turns out, I explained the situation to my mom, and she offered to pay the $115 for me (omg, my mom is so awesome, she's done so much for me and Scott lately). So she calls them up, and pays over the phone, and all is well. Next month my payments will go back to "normal".
My question for you guys is this: I want to write Zales a letter expressing my unhappiness at the way this situation was handled. I just don't know if I should. I don't want anything. I don't even care about this card, and plan on cancelling it this week. I was going to buy a necklace to wear when I get married, but now I'm not, after everything that's happened. I just don't want to come off sounding like an SC. Should I just let it go, or should I give them feedback on this?
Sorry for the really long post!!
6/19 Update:
I sent my letter through zales.com, and less than 24 hours later a "customer care specialist" from the credit department called me while I was at work yesterday. I called her back today. This lady sounded like she could talk down terrorists for a living, her voice was so...nice. It was kind of creepy. Anyway, after a bit of talking, she addressed the part of my letter where I wanted the extra $65 I paid to be applied to July's bill. She had absolutely no problem doing that for me. She said she'll watch my account and take care of it after the billing cycle closes. Needless to say, I was very pleased. She was very apologetic and understanding of the situation. So...yay! Good things can happen.
About a week into May, I get a call from the collections dept. saying my account is past due. Of course, I know better, and say yes, I did make a payment. Collections says I have to call the Zales side of customer service, because she can't help me. So I call them, and determine that yes, my $50 was posted to the wrong account. Originally the girl in collections said that I would have to fax a copy of my receipt to them to resolve this. Well, the gentleman on the Zales side said that, since he can see the other account and see the posted payment, that all he has to do is put in a request to have the payment transferred over, which he says he does. Awesome, I think everything is resolved, and I go on my merry way.
I guess shame on me for not checking my account, but at the middle of May I paid what would have been my normal payment of $50, thinking everything was in order. End of May, I get another call saying my account is still past due. I'm a little annoyed at this point, but I explain to the girl in collections what happened, including the resolution w/ the Zales CSR. Collections girl tells me, "I'm sorry you were told that this would fix the problem, but you have to fax us a copy of your receipt." Which just really annoys me, because I would have gladly done that in the first place, but was told I didn't have to. So I say, fine, I'll do it. I have to go get a copy of the receipt printed out from Zales and then fax it over to them, which I do. I'm also worried that, in the meantime, my account is going to be reported to the credit bureau (according to collections girl, I am 17 days past due, and it can take 7-10 to process the credit once I fax my receipt).
About a week passes, and I get a letter in the mail confirming that my correct account was credited the $50 payment from April. I call and confirm that this was done, as well as confirmed that they received my payment for May. At no time did this rep say that I still owed anything for the end of May.
Cut to yesterday.
I receive a call from their collections dept, advising me that I currently owe $115 with a past due amount of $31. I am pissed. I recap the story for the CSR, who then tells me she can't help me, and that I have to call their customer service dept. So I call them, tell the story again to the poor guy who answered the phone (my voice, at this point, was not friendly at all I am sorry to say). I find out that they never credited my late fee, which he says he'll do for me. He says that "might" count as payment for the past due amount. He puts me on hold, comes back, and says that unfortunately it didn't show as a payment, just a credit, and that I still have to pay the $115. I say, but I have never been late with a payment. The only reason there was a late fee was because the store made a mistake. He says he'll check with a supervisor, and puts me on hold. Comes back, says there's nothing they can do because of a federal law (if someone had more info on this, please advise me, because this sounded weird to me) that requires that if a late fee is applied to the account, then the minimum amount due goes up, and that there's no way around it. I don't know if I turned into a SC. I didn't make demands, but my voice very clearly indicated I was upset. And I asked to speak to a supervisor, please.
Get on the phone w/ the supervisor, recapped the situation for him, and he explained again that because of this federal law, I have to pay the $115. He says he can't go any further with my account until at least the past due amount of $31 is paid. Now, I am just upset, and feeling a little emotional, because money is very tight right now. We're getting married in 17 days, and every dime for bills, etc. is spoken for. I can pay the $50 that is normally due, but there is no way I will have the $65 that remains. I tell that to the supervisor. I also say, "So, basically, I have to pay for the mistake that this store associate made?" He says, "Unfortunately, yes." He says, if I can come up with the $31, he can "see what he can do" but can't make any promises. At this point, I tell him I don't know what I can do, and maybe I will call him back if I can figure something out, and I hang up.
I get off the phone and just burst into tears because I am so angry and frustrated at this situation. Everyone I talked to can acknowledge the fact that this was not MY mistake, but yet, there's nothing they can do, and I have to pay money I don't have for it.
As it turns out, I explained the situation to my mom, and she offered to pay the $115 for me (omg, my mom is so awesome, she's done so much for me and Scott lately). So she calls them up, and pays over the phone, and all is well. Next month my payments will go back to "normal".
My question for you guys is this: I want to write Zales a letter expressing my unhappiness at the way this situation was handled. I just don't know if I should. I don't want anything. I don't even care about this card, and plan on cancelling it this week. I was going to buy a necklace to wear when I get married, but now I'm not, after everything that's happened. I just don't want to come off sounding like an SC. Should I just let it go, or should I give them feedback on this?
Sorry for the really long post!!
6/19 Update:
I sent my letter through zales.com, and less than 24 hours later a "customer care specialist" from the credit department called me while I was at work yesterday. I called her back today. This lady sounded like she could talk down terrorists for a living, her voice was so...nice. It was kind of creepy. Anyway, after a bit of talking, she addressed the part of my letter where I wanted the extra $65 I paid to be applied to July's bill. She had absolutely no problem doing that for me. She said she'll watch my account and take care of it after the billing cycle closes. Needless to say, I was very pleased. She was very apologetic and understanding of the situation. So...yay! Good things can happen.