I needed to close my account because they are starting an annual fee. I was on hold for 2 hours before I got an agent. She claimed the account could not be closed until the balance is zero, even though their site says a check will be mailed. I tried reducing the account to zero but they keep giving cash back. So when I got no help with the first agent I asked to speak with a supervisor or someone who spoke better English. Back on hold for 30 minutes. Eventually I got the account closed, but it took 3 hours. Not acceptable!
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