I've been trying since September to get this credit card operation to honor the terms of my Firestone card. For whatever reason, I was only getting 2% back in rewards rather than the 3% I was supposed to get and the $30 reward certificate I earned, which was supposed to be automatically applied on my next visit, didn't get applied on any of three subsequent visits. I sent them an mail on September 28, received an immediate response that I would be contacted "as soon as possible during normal business hours". On October 11, having heard nothing, I called its customer service number and explained the situation. The customer service person was very pleasant, understood the problem, wrote up my issue and said she would upgrade it to her supervisor. On October 15, 17 days after my initial request, I get a "boiler plate" email from Freddy in customer service, telling me to "call customer service". I send a 2nd email on October 16. Same "asap" response and again, hearing nothing, I make a 2nd call to customer service. Again, the customer service person is very pleasant, understands the situation and tells me she will escalate it to her supervisor and her supervisor will get ahold of me the next week. I hear nothing, but see my account has been credited with the missing points so half the problem has been solved. On November 4th, 19 days after my 2nd email, I get a second "boiler plate" response, this time from Arionne, in customer service telling me to "call customer service". I try calling customer service twice more and am faced with 90 -160+ person 30-45 minute queues. Sent a third email on November 5, requesting the reward certificate to be applied to my account. Again I get the same "asap" response. Today, 14 days after the last email, I get the 3rd response, again from Freddy, telling me to "call customer service". I call customer service a 3rd time. Talk to a supervisor. She, again was very pleasant, but didn't have the authority to apply the reward. She escalated me to a manager. Left a voicemail with the manager and was assured she would get back to me "asap". I'm not holding my breath.I've never seen an "F" rating from the Better Business Bureau before, but I now have an understanding of how bad you have to be to get there.
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