January 11, 2007 6:36 AM EST
Ok, this is sort of a gripe but I think it makes a good point. Be sure all of your customer service reps have the same information!
Recently, I ordered an item online through paypal. I had two credit cards stored in the paypal info and accidentally used the wrong one. Making the purchase put me over my max credit card limit. I called the CC company, they told me if the order had not yet been processed, I could have it refunded and I would not be charged an "over the limit" fee. Ok, fine. I managed to catch the order before it was processed, and they did indeed refund the money immediately.
I called the CC company and informed them of this, and they said "no problem as long as it shows up on our accounts within 5 days. You will not be charged." I said "what if I go ahead and make a payment to cover the overage amount?" They said "Yes, you will definitely not be charged an over the limit fee if you do that." Ok fine. I did that.
Should have been taken care of on two fronts, at this point. I was doubly sure I`d not get charged..... or would I? I received my statement and of course, there was the $40 over-the-limit fee.
I called them back and they nonchalantly replied, "Oh we changed that policy" I said "Well I`ve called 3 separate times and 3 separate people have told me that I would not be charged, due to the actions I took to correct my mistake." She said "It doesn`t matter. The policy is changed."
At this point, I am very angry because I worked my butt off to correct my mistake, and was told that my actions would indeed repair the damage. They did end up removing the charge "As a courtesy." Gosh, thanks.
I will be paying off my balances with the CC company as soon as possible and switching to a different CC company. I spent a lot of time trying to fix the mistake that didn`t end up being fixable. Had I known it wasn`t fixable, I would`ve just accepted the over the limit fee, instead of spending tons of time on the phone and making an extra payment. Moral of the story - be sure all of your customer service reps have the same knowledge!