ComplaintsforMyCare Finance, Inc.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a line of credit through MyCare Finance which allowed me to pay a COVID related emergency room visit off in installments. I completed payment and paid off my MyCare Account in full in October of 2022. I immediately mailed written correspondence to MyCare Finance to close my account because it is impossible to speak to a live agent when you call MyCare Finance. My calls were being dropped despite the automated messages stating that they would transfer me to a live agent. Anyway, I mailed a request to MyCare Finance to close my account since it is paid in full and to reply to me in writing that my account is closed. What I received in December was another statement from MyCare Finance for $0.00, but the statement also stated what the annual fee would be in 2023. I specifically asked that my account be closed not kept open. I should not be charged an annual fee when I have paid them in full and would no longer like my credit account to remain open. I notified them in November and they still have not addressed the issue and I feel that this is a deceptive attempt to charge me an annual fee. My desired resolution is a confirmation from MyCare Finance in writing that my account is closed.

  Business response

  12/28/2022

  Good afternoon, 

  MyCare has closed the account per ***********************' request that was received on on November 25, 2022.  MyCare does send out a final statement reflecting a zero balance to all account holders when the account is closed, this was mailed on November 28, 2022.  The Final statement does not state "Closed".  If ******************* logs into the online MyCare account, the program that was signed up for will no longer apply.  MyCare generally does not mail out a letter to confirm the account has been closed. 

  Please see the attached cancellation letter, which will be mailed out again to *******************.

   

  Thank you, 

  MyCare Finance 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am set up to pay my care finance through *************** transfer. They do not have traditional auto pay that i can set up to just have my payment auto drafted. I have paid my payments on time every month for the past 3 years ****** So i saw an email i owe ****** for dcembre 2022 instead of ***** and i called to find out why. The **** ***** was EXTREMELY RUDE!! I got a supervisor ****** who told me i got a late payment of ***** for october because the payment got to them on 10/4 instead of 10/3. I told her i was in the dark with no power due to hurricane *** and i had no power for 10 days and maybe thats why the payment got there late and the bank and pot office were slow. She didnt care and **** rnov late pzyment even though ive never been late! Then the payment for novembre arrived late due to my bank chase and the post office delivering the payment on 11/4 instead of 11/3 and they charged me another late payment plus fee for the late payment from october. This isnt right. Things were slow because of hurricane *** in ******* and im never late. They wont give me a grce from the late payments. I shouldnt have to pay these fees when this is the only way My Care accepts payment. They dont have the traditional auto pay. I cant affird these late fees because of the Banks processing speed and i dont think i should have to be responsible for them. I want my 60 bucks back and i need help so this wont continue happening. Late fees for late fees is ridiculous. They should also have considration for customers who have paid on time every month for years and give me a break since this hasnt happened before and ive never had or requested money back for late fees. They are dsirable ****** Extremely rude customer service. Very Nasty, especially the rep ****** If she hates her job and doesnt want to help the customers she shouldnt be there.

  Business response

  11/11/2022

  I spoke with ********************* November 11, 2022 at about 9:30 - 9:45 am.  *********************, started the call off stating that "I am calling because I got an email that is stating on December 3rd I owe $131 dollar, and I was just wondering why or why THEY would do that to somebody in December or right at Christmas time, and you know add to their burden or burden of bills can you explain that for me?"  ***** did tell her No based on the above comment, ***** was trying to clarify who "THEY" are.  ***** proceed to ask if she was referring to a bill from ***** or a MyCare Bill.  *********************, stated that she has an account with MyCare, am I not calling the right phone number.  This went on for about 3 1/2 minutes before the clarification of who "THEY" are.  *********************, was referring to her bill from MyCare Finance and not *****.  In order for any MyCare Finance representative to help the person calling, the representative must clarify if the are calling for MyCare or selected the wrong option by mistake, this is what ***** was trying to figure out.  Both ********************* and ***** did have periods of talking over each other, ***** was not rude, the tone and mannerism of ********************* was aggressive but not rude either. 

  Per the terms and conditions with MyCare Finance, "If you do not submit your Minimum Payment by the due date provided on your Billing Statement, you will be charged a Late Fee."  This is also notated on each statement.

  MyCare Finance does not offer automatic bill pay as an option to ensure that each persons financial information remains secure, for the safety of each MyCare member.  MyCare does not ONLY accept payments via Bill ******************************* has the option to mail in her payment herself, pay online or by phone.  The last 2 options are available 24/7 365 days a year. 

  The terms and conditions also state: We must receive payment of at least the Minimum Payment by the due date on each Billing Statement payable in U.S. dollars and drawn on or payable through a U.S. financial institution or the U.S. branch of a foreign financial institution. You may submit a payment by mail by sending a check or money order to the address provided on your Billing Statement, but you must place the payment in the mail in time for it to be received by the payment due date to avoid a late fee. If your payment is not submitted in accordance with our payment instructions there may be a delay in processing and crediting your payment.

   

  *********************, is advised every month on her MyCare Finance Statement of the following two items: 

  Minimum Payment Warning
  If you make only the minimum payment each
  period, you will pay more in interest or monthly
  service fees and it will take you longer to pay off
  your balance.
  
  Late Payment Warning
  If we do not receive your total minimum payment
  by the date listed as your Payment Due Date, you
  may have to pay a late fee up to $35.

  ********************* was advised that her November statement did not meet the Minimum Payment required even though her payment was received on time, and this was the reason for the late fee.

   

  ********************* was advised to contact her bank Chase, regarding her payment coming in Late in October, as the bank has nothing to do with "being in the dark with no power due to hurricane *** and i had no power for 10 days and maybe thats why the payment got there late and the bank and pot office were slow.", *********************, was advised that the local banks do not print and mail the checks out, all banks use a processing center, which should have adjusted the timing of mailing out payments accordingly.  MyCare received mail everyday the office was opened.

  ********************* will need to resolve the bill pay issue with her bank accordingly, as MyCare does not know how her automatic payments are set up in the bill pay portion of her account.  ********* either uses on or both of the following, "Send On" or "Deliver By" dates when setting up bill pay.  If this is set up correctly, then this is an issue with her bank Chase and not MyCare.  I advised that I would be happy to assist her when it comes to her bank and answer anything the bank needs me to. 

  I tried to call *********************, upon receiving this notice, asked if she was able to reach anyone at the bank, ********************* stated No since it is Veterans Day, and she will have to make time in her ***** hours that she has to work on Monday, but probably will not be able to until Friday.  ********************* was also advised on August 26, 2022, to allow a minimum of ***** business days for her payment to arrive on time when using bill pay, as they will mail us a paper check.  As, stated I will be happy to assist her with *********** this is an issue for the bank and ************* ************** and not the fault of MyCare Finance. 

  Customer response

  11/15/2022

   
  Complaint: 18391725
  
  I am rejecting this response because: i called my bank Chase and spoke to **** and she gave me the dates chase sent out the payment and the dates you received them, which is before the due date. At first i thought it might have been due to the hurricane since my payments have never been late before but it is not. This is something new that my care finance is suddenly bringing up as an excuse to charge me late fees. I do work and dont have enough time on my break  to wait 20 minutes to get ****** on the line and then call the bank on a 3 way call.  So i will try and reach ****** again on friday and hopefully i can reach her and we can confence in Chase because this needs to end once and for all. Ive never been late on my payments and i have been on bill pay for 3 years now and i refuse to pay late fees that are not my fault.  Its just strange how this is only happening now after such a great payment history i have had. Now it seems like moving forward every month my care finance is going to try and say my payment is late so they can charge me a late fee, and then a late fee for the late fee.  It is unacceptable 
  
  Sincerely,
  
  *****************************

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