ComplaintsforDirect Charge
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had this account ************* for 2 years. It is absolutely impossible to make a payment to this company. The statements ****** go to directcharge.com to make a payment. However, I have complained to this company on several occasions that the website does not exist. The phone payment system is a joke, the system does not hear every number punched in on the keypad nor does the voice recognition aspect of the payment system work correctly. It literally takes half an hour of constantly starting over to get the payment information correct. They have had the wrong name attached to my phone number for 2 solid years. I have been charged late charges for several months for something I cannot control. This company is a joke. I have accounts with other parties somehow affiliated with them and not one payment has been late on those accounts because each website has a pay button. But this jewelry website is an absolute joke and late fee extortion racket. Totally ridiculous.Business response
11/17/2023
Hi ***,
We wanted to let you know that Direct Charge hasn't spoken to ***** and we don't have any history of him trying to reach us directly at PalmBeach Jewelry but we wanted to let you know that we wrote off his late fees totaling of $40 for the inconvenience as a one-time *******.
If he has any further questions or concerns, please have him email us at ************************************ or call us at ************.Going forward please use this phone number for Direct Charge payments or mail in checks from the address on the bill - ************
Thank you,
*************************
Marketing Manager
PalmBeach Jewelry
************Initial Complaint
02/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have a bill with account number ************* that I would really love to pay. I keep receiving threatening letters in the mail over a $10 balance due. I tried mailing a payment it came back address unknown. The website it tells me to go to pay DirectCharge.com/pay is not a working website, says 401 not found and the phone number it tells me to call to pay says Value39 which is not a phone number!!!Business response
02/22/2023
We wanted to let you know that Direct Charge spoke to **** today and let her know that they brought the account current and wrote off 2 late fees.
If she has any further questions or concerns, please have her email us at CustomerService@
PalmBeachJewelry.com We also fixed the phone number, so this wont be an issue going forward.
Thank you,
*************************
Marketing Manager
PalmBeach Jewelry
************
Customer response
02/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************Initial Complaint
06/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a **** for an item that I never ordered. When I first called customer service months ago they informed me that it was mailed to the wrong address in another city from where I live, and they will investigate the issue, until today they still cant tell me what exact item was purchased and is still trying to **** me for the item that I never ordered. For months this issued still has not been resolved. I have mailed paperwork back to them and still no resolution. I am a victim of fraud and I need help.Business response
06/15/2022
We wanted to let you know that we spoke to **** today and let her know that Direct Charge (IMS) had closed the account due to fraud and suggested that she call them directly to confirm that information and to see if they need anything else from her. She had legitimate orders before this fraudulent order so she may still have a balance due, which she acknowledged during our call.
She understood the situation had been taken care of.
If she has any further questions or concerns, please have her email us at CustomerService@
PalmBeachJewelry.com Thank you,
*************************
Marketing Manager
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.