GM Credit Card

Very disappointed in GM. Thought they were better than this. Guess not. Spoke to two women who said they were supervisors. Don't think they were. They were too hesitant in making up their answers. They wanted to call my husband on the phone to verify. NOTE... were TOLD he is EIGHTY years old, and was told we NEVER talk to anyone on the phone about credit cards. Why would they ask such a thing? They said to "buy just two tires", "make partial payment on the card". Feel they just did not want to give me the DOUBLE REBATE I WAS ENTITLED TO. Cancelled whole transaction with the GM card, and put it on my Sam's Club card, with no questions asked. Question... why do you have a "promotion" and fail to honor it? Will be sending in rebate form, as instructed by my GM dealer. I hope to get the full, double, rebate, even though I was NOT ALLOWED to use the GM card for the transaction.

I tried making payments but for some reason my bank kept returning them (I later found out a bill put my account in the negative). I made about 2 payments and both were returned. I later got a call from fraud saying that I needed to prove that the account was mine that I was making the payments from... As if people NEVER open new accounts, ever. They wanted me to fax my bank statement to them and I didn't have a fax machine nor would my bank do it for security reasons. Asked if there was another option and they said no and that it had to be faxed. After about 2 weeks of dealing with this crap, I was finally able to get it faxed only to get a call 3-4 days later saying that my account had been closed due to returned payments and missed payments.

ONLY payment I ever missed was the most recent payment and that's because I didn't have access to my account because of the stupid fraud issue. I have always made payments and there may have been only once or twice when I first got the card that I paid a day late or something like that. But I NEVER missed a payment. They don't care about the history of you as a customer and made me jump through looks just to say "oh we cancelled your card". So now, paying that card is going to the bottom of the list of bills due. You want to screw me over? Fine. But don't think that I'm going to be as loyal with you as I was before.

A few days after that an email was sent to me indicating they were updating their online support and we would need to update account preferences. The email also stated more information would be forthcoming via email and don't change what we were doing at the sending of that email. That was the last email I received from Cap1. I'm extremely busy, as are most people. I rely on these email statements to trigger me to log onto Cap1 and pay the amount due each month. Therefore, when the statements stopped coming, I didn't stop to think at any point...during a busy holiday season that my statement had not come through email like they always do. The next month my husband received a paper copy and opened it thinking it was his business statement, but discovered it was our personal statement. He paid it as I was traveling on business and thought we had failed to pay on time so accepted the penalty.

That bothered me so I looked into it when I returned home and didn't fully grasp what was going on at the time so I just let it go thinking maybe I did accidentally delete the email even though it wasn’t in my deleted folder, inbox or junk mail. It happened again where the next month went unpaid because I never got a statement. This month we get another paper copy with another penalty fee for not paying last month’s bill. That caused me to dig in again and not stop until I figured out what was going on. I called Cap1 thinking they'll understand given they changed the process and transmission of how the statements were sent and did not notify us via email as their September email indicated so it's logical they should reimburse me the penalty fees and interest that had been accumulating, especially seeing our customer history of on time payments in full for 24 years. I was wrong.

The customer service rep said she could only reimburse me the last month's charges. I said that's unacceptable and requested to speak with a supervisor. I sat on hold for over 30 minutes waiting for a supervisor. I hung in there determined to show them the error of their ways in that they changed the process thereby removing the person who pays the bills from the equation. A supervisor, Jasmine, finally picks up my line and I start telling her the situation. Suddenly there is silence. I thought maybe she put me on hold and I didn’t hear her say it, but there was no hold music. This went on for several minutes where I kept saying "Hello" and finally I said "I'm not hanging up." Ten seconds later I get a dial tone after she hung up on me at 48 minutes into the call. I called back and explained to this service rep that I was angry and I apologized that she had to be the one to answer and asked to speak with a supervisor who was not Jasmine.

Eight minutes later, Jasmine is on the line with me explaining the line went dead. Quite coincidental considering it was silent for several minutes until I said I'm not hanging up and then, dial tone. Of note, the second rep also put me on hold two times, one with hold music and the second with silence. I thought when I got silence the second time I got hung up on again, but she came back. Jasmine clarifies my situation and puts me on hold for a few minutes. When she returns she tells me that since my husband had been getting paper copies and had chosen not to open them, they couldn't be held responsible.

I again repeated that he handles the business account which comes on paper and I handle the personal account which had for several years been coming in email. When they changed the process by sending emails – to my husband who hasn’t seen a personal statement for years (except for the two in this story) and didn’t inform me on next steps to sign up for online statements again, there was a serious error in how they went about this. They refused to reimburse all of the fees so now they are two customers short, a personal card and a business card after 24 years of being a valued customer.

When I talked to Tami on the 29th of November and had a fax sent to her from the bank that she would start the investigation which was never done. In fact if I hadn’t called on 12-08-17 and talked to George who started the payment investigation and credited our account the $807.58 it would have never been done like Tami promised. They have ruined our credit and messed up 4 accounts including an automatic payment from Sunnet, an automatic toll payment each month who sent us 4 notices that we were going through the toll illegally and violating the law. The Capital One managers were terrible and all George could do was apologize for their errors.