ComplaintsforConcora Credit Inc.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When checking my account I noticed a lot of returned payments and return check fees. I called my bank that I used to make the payments. They did not see any charges attempting to be made but this company. When I spoke to the customer service rep for said company they said there is nothing they can do. I will be sending this information to a law firm as well. This company is a joke and not reputable at all

  Business response

  08/07/2021

  RE:          Mr. ***** *****
                  ******* **********® Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated July 30, 2021, regarding a complaint filed with your office by the above referenced consumer.  In his complaint, Mr. ***** stated he believes the returned check fees assessed to his Account to be unwarranted.  For resolution, Mr. ***** requests that associated fees be removed from the account and that he not be contacted regarding this or future business.
  
  Our records indicate:
  Mr. ***** applied for and was approved for his ******* ********** Account on December 2, 2020.
  On January 20, 2021, Mr. ***** submitted a payment in the amount of $21.14 via the self-serve online portal.  On January 27, 2021, this payment was returned for insufficient funds.
  On February 6, 2021, Mr. ***** spoke with a representative in regards to the returned payment. Mr. ***** made a replacement payment and was advised of a 14-day available credit hold in order to verify the payment is in good funds.
  On June 20, 2021, Mr. ***** submitted a payment in the amount of $88.35 via the self-serve online portal.  On June 28, 2021, this payment was returned for insufficient funds. 
  On July 16, 2021, Mr. ***** submitted a payment in the amount of $128.35 via the self-serve online portal.  On July 22, 2021, this payment was returned due to being processed on a “non-transactional” account.
  On July 20, 2021, Mr. ***** submitted a payment in the amount of $40.00 via the self-serve online portal.  On July 23, 2021, this payment was returned due to being processed on a closed account. 
  
  
  As for Mr. *****’s requested resolution, a returned check fee in the amount of $40.00 has been waived as a one-time courtesy. The Account has been reviewed and the payment history found to be accurate.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-844-222-5695.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Mr. *****’s Account was issued by ***** ********** **** and serviced by Genesis FS Card Services, Inc. on their behalf.
  

  Customer response

  08/10/2021

  
  Complaint: ********
  
  I am rejecting this response because: The funds were available for each returned transaction. Per my bank, they never received a charge from Genesis Card Services/******* Card. They can close my account and send it to collects. It will then be sent to a law firm I work with.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an income decrease due to COVID-19 and needed to get my account in good standing again. I made a scheduled EFT payment over the phone. Once I realized I had the wrong account number,I immediately called back to fix it. The representative informed me that they would process it from the other account and I would not get penalized. I made a $300 payment 2 weeks later and before my due date to keep my credit utilization down. Upon making the payment, I find out that I have no credit available and that my account is on hold due to the wrong account being processed. I requested a manager to review the call on 06/18/2021. The manager followed up after reviewing the call and stated that my savings was a non transactional account and that I would have to wait 14 days still with a hold. The representative gave me incorrect information and it’s been 14 days. I still have no credit available on my card.This is the 3rd time holds have been placed on my card for more than 14 days.

  Business response

  08/07/2021

  August 7, 2021
  
  
  Better Business Bureau
  P.O. Box 1000
  DuPont, WA 98327
  
  RE: Ms. ***** *****
  Indigo Mastercard Account ending in ****
  Case # ********
  
  
  Dear Better Business Bureau,
  
  This letter is in response to your inquiry dated July 30, 2021, regarding a complaint filed with your office by the above referenced consumer. In her complaint, Ms. ***** stated that she made a payment over the phone and realized she provided the incorrect Account number and called back to correct the bank account information. Ms. ***** stated she was told the payment would be processed from the correct account with no penalties. Ms. ***** stated that she made another payment and has no available credit and was advised she would need to wait 14 days. Ms. ***** stated that she waited the 14 days and there is still no available credit. For Resolution, Ms. ***** requests contact by the business.   
  
  Our records indicate:
  • On June 18, 2021, Ms. ***** spoke with a Customer Service Representative and submitted a payment in the amount of $120.00. Ms. ***** called back and advised that she provided the wrong Account number and wanted this payment canceled and made with her savings Account. At this time, Ms. ***** was informed that the payment was already sent for processing and cannot be canceled. Ms. ***** was informed that she would need to stop this payment with her bank and was informed we could set up another payment as well. At this time, a payment was submitted with Ms. *****’s savings Account in the amount of $94.38.
  • On June 21, 2021, Ms. ***** spoke with a Customer Service Representative. Ms. ***** wanted to ensure a payment was on file in the event the payment in the amount of $120.00 returned. She was advised that that both payments were on the Account and were not reflecting in the available credit due to the 14 day hold to verify funds. 
  • On June 23, 2021, the payment in the amount of $94.38 returned due to use of a Non-Transaction Account.
  • On June 25, 2021, the payment in the amount of $120.00 returned due to Insufficient Funds. 
  • On July 16, 2021, Ms. ***** spoke with an Account Manager. Ms. ***** stated that the payments were returned due to agent error and this caused a returned payment block to be placed onto the Account. Ms. ***** requested the call be reviewed and a call back from management. 
  • On July 15, 2021, a replacement payment was submitted in the amount of $300.13.
  • On July 20, 2021, an Account Manager reached out to Ms. ***** with results from the call review dated June 18, 2021. Ms. ***** was informed that there was no agent error and both payment methods were correctly entered by the agent. Ms. ***** was informed that a replacement payment was required and that, when the payment was processed, there would be a 14 day hold on the Available Credit in order to ensure the funds are in good standing.
  • On July 29, 2021, Ms. ***** spoke with an Account Manager. Ms. ***** stated that the hold was not removed after 14 days. Ms. ***** was informed that the hold would be lifted the night of the 14 days and would be available for use the morning of July 30, 2021. 
  
  As for Ms. *****’s requested resolution, a Customer Resolution Specialist spoke with Ms. ***** on August 4, 2021. Ms. ***** stated that this was resolved and she was able to utilize the available credit on the Account. Please be advised that any payment can be subject to an up to 14-day payment hold before the payment amount is placed into the available credit amount as per the Terms of the Account. 
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services  
  
  Please note, Ms. *****’s Account was issued by Celtic Bank and serviced by Genesis FS Card Services, Inc. on their behalf.
  

  
  

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