To whom it may concern:
I'm writing in reference to my Care Credit account, which is one of two accounts that I unfortunately have with GE Money. My first recommendation for your company is to yet again improve whatever website you previously stated you improved, because I do not see any great and wonderful changes that have been made.
I think it's somewhat ridiculous that I can view all the payments I've ever made on my account but can only view statements or transaction details for the last 3 months. Secondly, I called back in June to have late fees removed, and since that was 6 months ago I'm not sure of the reason, but the lady was very pleasant and offered to remove the late fee and credit back additional charges. As this account comes to a close, because I will be paying it off in full this month I was looking over it and noticed some discrepancies. I made a payment on July 23rd and it was posted and processed in your system on July 23rd however when I went back it was moved to the 24th (I have included a screen shot from your website as an attachment for your review).
When I called in a representative told me that since the payment was sent after 5pm EST that is why it was moved to the next day. Also, Dennis who is apparently a manager was less than helpful, hence the reason for this e-mail. As you can see in the screen shot I have sent you it states processed and the date is the 23rd, I think this is misleading what you guys are doing and I know if I make a mortgage payment on-line and it won't/can't be processed until the next day it will only allow you to select the next day and not the day that the payment can't/won't be processed. I am requesting the removal of that fee since it was processed and did not show as pending, as well as the $2.00 fees that have been assessed on my account each month.
I would also like another review of my account to figure out where the other discrepancies are as my original balance was $748.60 and I have made $426.00 in payments which should leave me with a balance of $322.60, however it shows I owe $384.60. I have made the payment of $322.60 this evening but refuse to make any other payments until these discrepancies are taken care of or I receive an explanation with justifiable cause as to the other charges. I can send pictures of my most recent payment, and it shows it was processed for today as well. My suggestion for GE Money is to not allow the customer to select the date if said date is after 5pm EST.
If this change can't be made another solution would be to show the payment as pending and not processed and make sure there is a pop up when payment is made after said time to say that the customer will incur a late fee of XX.XX. I know it states on your website "Payments that post to your account after the payment due date may result in a late payment fee being assessed to your account", but it does not say that we will take your payment today and show it as processed and you are most definitely going to incur a late fee as we will be moving it until the following day.
I would appreciate a prompt response in this manner, and if I cannot receive the satisfaction I am seeking I will most certainly contact a higher authority or other agencies. Below you will see information relating to my account as well as my contact information should you need to reach me.
Product or Service Mentioned: Carecredit Customer Care.