Review Time
I reported a loss card on October 11, 2024. I’ve talked to 3 to 4 agents regarding the replacement. I have three different reasons why I haven’t received my replacement card yet. The agents are very friendly. But no results are produced. Customer Service sucks.
I have good enough credit, make enough money and have a good debt-to-income ratio that I should’ve been approve for a Firestone credit card. They denied me in less than a minute on their website. I feel they didn’t actually look at anything on my credit file. If automatically denying a potential customer without actually looking at all the numbers they provide you is how you do business, then I won’t be surprised if you file for bankruptcy in the next 5 years.
I opened my account at Firestone. I am still waiting on a card. They are charging me $4 to send me a paper copy, but I can not do an electronic billing without my card. I would just have them resend my card, but I am currently on the 30 minute mark of a phone call waiting for a service member to answer the phone. Just for argument sake it is 1:31 CST. When I get someone on the phone I will pay this card off and cancel it. I would give negative stars if I could.
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.
This is without a doubt the worst company I have ever dealt with. I have had stellar credit for years and I take it very seriously. In November I had car issues - bill was approx 976 before the holidays - why don't you take out a card - 6 mo no interest if you pay it off. Sure ok. BIG MISTAKE - made the first installment - (you can't even pay them electronically from your bank - only checks) they claimed they received it late and slapped on a 29.00 late fee. I asked if they would waive the fee as a courtesy and they told me to email them and they would consider it - I did and explained and they were like we don't waive any fees.I was like no way am I going to deal with this in the future - and mailed the entire balance 2 days later - so the transaction is paid in full - and I was not only declined to waive the late fee - but now they are tacking on late fees and interest - and put a blemish on my credit report. I am not paying them anything additional. I understand if I owe you a balance on a transaction for a service provided but this is just gluttony. And not to mention they call you every single day sometimes 2x a day from random numbers. Stay as far away from this company as you can. Terrible.
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