Problems paying online
Seems there may be a disturbing new trend being reported to the staff
at Household Watch. Consumer input is greatly appreciated.
1. If an account is not late, the consumer cannot make a payment by phone.
2. If the account is late, the consumer can no longer pay online.
References:
“Had an account with HRS for the purchase of a new motorcycle. My wife and I were buying a new house, so I had to pay off the loan to get financed. They wouldn’t take the payment over the phone because it wasn’t late, and after I mailed them the payoff, they wouldn’t fax me a payoff receipt.
It delayed the purchase of my house for almost a month. That was in July and I still have not received the title for the motorcycle.”
“I have had some recent problems with Household Bank and their handling of my CompUSA card. They never changed my address correctly, I went late (less than 30 days), they cancelled my card (hurt my credit) and although they provide an online payment website, I can’t use it because my account is closed.”
This is very disturbing. Is this a training issue, a problem, a trend, or driven from the top down? This is not just a Best Buy, Kawasaki or CompUSA issue. HRS handles accounts for over 60 retailers.
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Hello,
I must say that I am not impressed with your Customer Service on my recent calls the last 2 past months. I am a fairly new card holder and have some comments I would like to convey.
I had recently made a payment shortly before Thanksgiving in the amount of $1000 through online payment option. I had chaeck 2-3 days later and still had not witnessed the credit applied to may account, noting here that the funds were immediately removed from the checking account drafted upon. I called no less than 4 times and was given different reasons for the delay, from amount of payment and additional verification needed for funds, to holiday hours delaying (which I had 3 separate quotes on what were normal processing hours during these holiday times) to the fact that the online Posting date was not accurate and it actually takes 2-3 days after date given online. I waited almost 10 days for the credit to process. Missed out on the “Black Friday” sales.
Second example was recently when I made another online payment on 12/18/2004 and online stated it would Post 12/20/2004. Checked this morning and still not credited. Again inconvenient for shopping these holidays as the funds were removed from the account on Monday, yet I now have neither available to me.
Please understand I use the credit card for convenience of carry and also for personal tracking of purchases. I find it most disturbing that on both occassions I was left without the funds available on the credit card nor residing in my bank account if that were the case.
I must add that I have made a total of $1500 worth of payments to your company, well above the minimum payment due, in hopes that I could utilize your companies card, which would be more beneficial for you in the long run as you can imagine.
I called your Customer Service line and again was given the run around. Explained the situation in detail and tried to have the person understand the reasoning with the holiday season and the fact that the funds were removed from my institution already leaving me in a position. I requested an emergency increase for $200-300 (the amonut of my last payment) stating he could reference the past payments ($1000, $200, and $300) and could see that I have ability to pay but at the moment was a little disturbed that I in good faith had made the payment but now 3 days later do not see the available credit on my card. I was answered with robotic statements that it would take 7-10 business days for a reply on that increase and the person was not willing to understand my request or position. I might add that this was a Superviosr name Jeremy that did not have the authority to complete or knowledge of how to handle a customer issue as such.
I would like a timely response to this item.