GE Money Bank and Care Credit - GE Money Bank lost my payment

Posted on Sunday, January 18th, 2009 at 12:35pm CST by 8a5507f8

Company: GE Money Bank and Care Credit

Location: PO Box 981064
El Paso, TX, 79998, US

URL: http://www.gemoney.com/

Category: Other

On July 29, I was called by a GE rep that informed me that they had not received my July payment. I immediately made a payment by phone, for which I was charged a 10.00 fee for the trouble. I checked my bank statement when I got home and found that they had received the payment and GE cashed the check on July 9. I called them back and was told to fax the statement to 866 260 0767. I checked with them two weeks later and was told that ??these things sometimes takes 3-4 weeks?? and to call back the following week. I called on Aug. 20 and was told that they had never received the fax and to refax. I confirmed the number, refaxed the information and asked for a confirmation call, which never came. I called on Aug. 28, I was told the fax machine was ??down?? and I would have to send it by mail. I did a search and found an account of this same scenario from 2007 along with tens of thousands of other complaints about this company. I mailed the information on Sept. 2 and it was signed for on Sept. 8. I spoke with a rep on Sept. 15 and was told that the payment would be applied on the Oct. statement. When it did not appear, I called yet again and was told by an ??Escalation Specialist?? that it would take 1-2 billing cycles. I called on Oct. 20 and Chris #7099 confirmed that my July payment had been applied to a different account due to a scanning issue (the scanner misread the account number that a GE employee had recorded on the check). He said it would be put on a priority status and would appear within 30 days. I paid off the entire balance on Nov. 4 and sent a letter stating that the final payment had been made and the account was paid in full.

I called on Nov. 12 to check the progress and was told by Pam #71549 that the processing of research had JUST been started on Nov. 11. with no explanation for why. On Dec. 1, I spoke with Steven #74202 to check progress and was told it would be another 1-2 billing cycles and that nothing could be done to rectify the mistake they made. I reminded this rep that the balance was paid and the only outstanding was money they already had. He said that until they resolved it, I would be charged with late fees and possibly reported to a collection agency. On Dec. 12, I spoke with Barbara #BFA who guaranteed the payment would be posted by midnight that night. I called on Dec. 15, and not only had it not been applied, I now had a 39.00 late fee attached. I spoke with Nate #74227 who informed me that they had just sent a letter to me requesting a front AND back copy of the check along with a letter from my bank. When I asked why this had not been the request back on July 29, there was no reason given. I reminded him that GE confirmed back on Oct. 20 that they knew they had the money and even knew the account to which it had been applied. It made no difference to this company.

I got the ??proof?? they requested and sent it with a four-page letter from my lawyer threatening legal action if they didn??t get their act together. I finally received a letter on Dec. 30 with the resolution and a half-hearted apology for ??any inconvenience this may have caused.??

This company is expert at lying and giving its customers the runaround. It would seem that there is a script they follow to make the process of correcting their mistakes as long and as frustrating as possible. It took five months, over 20 phone calls, research and a scathing letter from my attorney to get them to correct the mistake they knew they made. This letter was also sent to three CEO;s, Mark Begor, Jeff Immelt and William Cary. I have not had the courtesy of a response from these three gentlemen. Judging by the amount of online complaints, I can only assume that they have too many to respond personally. I was never allowed to speak to anyone in the Research Dept. Their customer reps were rude and condescending. I am recommending that the physician who set me up with this Mickey Mouse company find another bank to provide credit to his patients. I would suggest that anyone with a dispute, get an attorney on board immediately, keep records of whom you speak with and what you are told.


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