BBB Logo

Better Business Bureau ®
Start With Trust®
East AL, West & Southwest GA

BBB Accredited Business since

First Progress Card

Phone: (866) 706-5543 PO Box 84010, Columbus, GA 31908 http://www.firstprogress.com

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that First Progress Card meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for First Progress Card include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 153 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

153 complaints closed with BBB in last 3 years | 97 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 45
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 100
Total Closed Complaints 153

Additional Information

top
BBB file opened: March 26, 2012 Business started: 06/09/1972 in GA Business started locally: 12/01/2011 Business incorporated: 12/01/2011 in DE
Type of Entity

Corporation

Business Management
Mr. Timothy Clarke, CEO Mr. Todd Rosentover, CRO
Contact Information
Principal: Mr. Timothy Clarke, CEO
Principal: Mr. Todd Rosentover, CRO
Business Category

Credit Cards & Plans

Products & Services

First Progress Card sells the following brand(s): First Progress card

First Progress Card offers the following product(s): Secured credit card

Alternate Business Names
First Equity Holdings Group, Inc.
Industry Tips
Credit Card Offers Credit Cards-Liability of Consumer

Additional Locations

  • PO Box 84010

    Columbus, GA 31908

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

12/19/2014 Billing/Collection Issues
12/19/2014 Billing/Collection Issues
12/19/2014 Problems with Product/Service
12/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While checking my *** **** checking account I noticed a pending $300.00 debit card charge made to 'First Progress'. I did not make nor did I authorize anyone to make such a debit card charge. I immediately contacted *** **** via telephone. They cancelled the debit card that was charged and authorized a replacement card with a new number. I was also told to check to see if the charge dropped off in my online *** ****ing account. I checked the next day or two and it had disappeared. No 'pending' nor 'posted' charge showed. So relieved, I figured the unauthorized charge was gone for good. Well, while checking my account today, I see the $300.00 dollar charge indeed went through and had posted. Upset over this, I immediately called *** **** again and asked that the charge be disputed.They gave me a phone number for "First Progress' but I decided to check with BBB before calling. I went to their website and found it not to be offering any product I would purchase. Nor does there appears to be any recourse offered to contact the company regarding a fraudulent charge showing on their web site. Hopefully, my $300.00 unauthorized *** **** debit card charge will be reversed once *** **** investigates. I have filed this complaint as it is very upsetting to learn that someone has access to my private information and identity theft may have occurred. Hopefully First Progress will refund the $300.00 in a timely manner.

Desired Settlement: I am requesting refund in full of an unauthorized debit card charge for $300.00 to my *** **** checking account. I did not make nor did I authorize anyone to make this charge.

Business Response:

 

 

December 1, 2014

 

 

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         ***** *********

                Case No.:  ********

 

Dear ********* ****:

 

We are in receipt of your correspondence on behalf of ***** *********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

 

We have record of Ms. *********’s call on November 22, 2014 and opened a fraud investigation at that time.  The First Progress account is blocked and no charges have been made. We have mailed Ms. ********* a Declaration of Fraudulent Activity as part of this investigation and we ask that she complete and return it as soon as she is able.

 

The deposit of $300 has been refunded in full to Ms. *********’s **** ending in ****.  Ms. ********* can obtain further details by contacting her bank.

 

We would like to alert Ms. ********* that not only her name and address, but also her date of birth and social security number, were provided as part of the online application. We were verified these with Experian on November 21 as part of our underwriting process. We are very concerned about this apparent misuse of Ms. *********’s personal information by an unknown party online. We recommend that Ms. ********* notify all three major consumer reporting agencies, if she has not done so already, and provide them a consumer statement—there would be no charge for this service.

 

We have notified Experian that the inquiry dated November 21 should be removed as fraudulent, and have statused the First Progress account set up as fraudulent, so they can exclude it from Ms. *********’s credit report.

 

We are sorry for Ms. *********’s inconvenience and hope that we have acted promptly to address her concerns.  If there are any additional questions, Ms. ********* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

 

Sincerely,

 

 

First Progress

 

cc:           ***** ****

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120            

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
Please note that I have not yet received a "Declaration of Fraudulent Activity' to date but will gladly complete and return the form as soon as I receive it (as requested by the company).

Also note that to date, the $300.00 fraudulent charge is showing as returned by First Progress in the banking account in question.
I have notified the bank involved to that effect.

NOTE:
I had a difficult time finding a phone number to contact First Progress about the fraudulent charge.
The number provided on the web site was never answered when called.
I searched online for quite a length of time to find a phone number that got me through to report the fraudulent charge and ask that the card be cancelled.
Such being the case, one suggestion for the business:
Perhaps they should place a number on the business web site that one can call in case they experience
a fraudulent charge as I did. It is indeed very upsetting to find such an unexpected charge fearing identity theft may have occurred.
To have to 'search online' at length to find a contact phone number that actually worked  for the business involved only added to that stress.
Such a phone number would go along way in releiving the stress created for the victim of the fraudulent charge.

Regards,

***** *********

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I closed my account and am waiting to get my $500 security deposit back from them. The agent said it can take up to 7 weeks to get your deposit back (which is not acceptable). I was told that I could write a letter and ask them to get my deposit back sooner. This is crazy! So, I wrote them a letter (copy attached to the case) stating I want my deposit back ASAP which when tracked shows delivered on 11/4/14 - USPS Tracking # ********************** - Track at usps.comI closed a secured card from Capital One and got a refund check in just 3 business days WITHOUT having to do anything. That shows you how bad this company operates.The company should process refunds quickly and NOT require you to write a letter or hold funds just because they feel they can. I'm filing this complaint because I think their business practices are unfair. I would NEVER recommend this company or their products to anyone.

Desired Settlement: I want a check for the $500 they owe me ASAP. I would like proof from the company that the refund check has been sent.

Business Response:

 

 

November 13, 2014

 

 

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** * ********

            Case No.:  ********

 

Dear ********* ****:

 

We are in receipt of your correspondence on behalf of ***** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

 

When a cardholder closes their account, we do advise it can take up to 10 weeks for the credit balance refund to be issued, as per the cardholder agreement, unless a written request to issue the refund is received to expedite the refund process.

 

We received a written request from Mr. ******** on November 4, 2014, and a refund for the amount of $500 was issued on November 10, 2014.  Mr. ******** should receive his check within 7-10 business days of this date.

 

If there are any additional questions, Mr. ******** may contact Customer Service Department at (866) 706-5543 Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

 

Sincerely,                             

 

 

First Progress

 

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

 

11/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted my payment in the mail, priorty mail. First ProgressRecieved this mail and lost my payment. I provided them mail tracking number. MoneyOrder number and they have been giving me the run around for days. I know theyRecieved the payment because my wife's payment was in the very same Envelope and hers posted. **** the manager finally answered my callAfter calling more then 6 times... he assured me her would take care of this situation andHe has not. Last I was told his corporate office was searching for the missing money order.I also have them the money order receipt number and amount to verify it was purchased from western Union. They have charged me late fees and have my own monies tied up that out down to secure the card.The only reasonable explanation is the employee that processed my wife's payment did not search theEnvelope thoroughly and lost or threw it away... now im afraid I will be forced to request a refund from western union which costs $ plus envelopes postal and a form ...who knows how longThis will take... not to mention the time I have evolved with this matter.. and the company charging me Interest and late fees***** ****** ************

Desired Settlement: Credit fir the 233.50 immediately. Removal of any late fees. The cost of materials it will require for me to get the refund and someSort of reasonable compensation for my list time and unnecessary effortI put into this headache that should never of happened.

Business Response:

November 6, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      *********** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of *********** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We understand Mr. ******’s frustration.  On October 28, Mr. ****** spoke with our supervisor, ***, who has attempted to help.  The late payment fee assessed on the account was waived as a courtesy.  Also, he has had the mail room searched.  However, the payment has not been found.  If Western Union has any evidence of it having been cashed, please let us know.

As noted on the back of the statement, payments must be accompanied by the remittance coupon from your statement.  Remittance coupons from other statements, even those of spouses at the same address, are not a substitute.  As of today, a payment is stull due on the account.  In addition to mail payments, we are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party.  ACH payments can be taken by our live representatives, but at a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer Is below.

 
I have attempted to contact *** several times by phone. He always passes the buck
To one of his employees and will not deal with me directly.I find it rude and less the professional.
First Progress was sent all paperwork and bills for each seperate account. My wifes and Mine
Were both included in the same envelope. They are attempting to make it look like we were irresponsible
In some way. I Assure you we did everything correctly. On prevoius attempts to pay our bills it took this company
Anywhere from 10 to 14 days to process our payments. NOT acceptable! 
I TRIED CALLING *** , again he would not talk to me on the 3rd. He had his employee tell me
That corporate couldnt find it and the lost it. I had to request a refund from.western union which cost me
15$ service charge and another 6 dollars for mail. I was told it could take up to.30 days to get this refund.
I sent it tuesday... so I suggest u just put my account on hold and stop charging me *** because your delayed
Payment on my account is a result of your companies neglect. 
I DESERVE TO BE REIMBURSED FOR MY TIME , TROUBLE AND EXPENSE. How about
You cyt through the Red tape...stop making excuses and fix this problem.
 
 
Very unhappy,
Mr. *********** ******


Business Response:

November 17, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      *********** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your follow up correspondence on behalf of *********** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry for the undoubted inconvenience Mr. ****** has suffered.  However, as First Progress has not cash a payment from Mr. ****** since September 8, 2014, his account remains past due.  To avoid any further late fees, a payment is required from Mr. ****** as soon as possible, through one of the payment processing methods described in our previous response. If Mr. ****** does not wish to make a payment, we can close the account upon his request.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Not Acceptable!!! 


I finally received my refund late today and will be making my payment. I needed the 
Information to send the payment moneygram. Your other forms of payment
Are not acceptable. Your employees lost my payment. As a result it cost
Me a huge inconceivable headache not to mention another 15$ to western union
And 6$ priorty mail. Are you going to pay for my expenses or not? You will
Get a payment as soon as you tell me your intentions on my expenses...




Disappointed,
Mr *******

Regards,

***** ******

11/7/2014 Problems with Product/Service | Complaint Details Unavailable
11/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company makes paying your bill as difficult as possible. There is no longer an option to pay your bill online. If your bank does not offer bill pay as part of their checking account, you cannot pay online. Also this company makes it very difficult to find their phone number. This is a company who's reason for existing is to help their customers rebuild credit, yet it seems like they are trying their hardest to cause you to be late with a payment and damage your credit. There is a flower shop in my town with an option to pay online, surely a credit card company can pull this off. I am a good customer and pay my bill on time, but it seems like this company is trying to hurt my credit by making it nearly impossible to pay my bill.

Desired Settlement: Please include an option to pay online for your customers who cannot use bill pay through their bank.

Business Response:

October 21, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On June 30, 2014, Mr. ******* received an email to advise of a change in terms.  On August 15, 2014 a change in terms went into effect, in which we no longer accept payments via our website, www.firstprogress.com.  

When Mr. ******* submitted his application, he checked the box consenting to Electronic Communications of important notices regarding your account:

You must indicate you’ve read and consent to the Electronic Communications Agreement:

Yes,

I consent to the Electronic Communications Agreement.

First Progress always accepts payments made by mail to the payment address printed on every statement:  PO Box 84019, Columbus GA, 31908-4019, as specified in the Cardholder Agreement.  We are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party.  As a last resort, ACH payments can be taken our live representatives, but at a $10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment Fee:  We may make available at our customer service number an expedited telephone payment service involving assistance by one of our associates or agents.  We will charge a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.”)

First Progress displays our phone number in various locations for cardholders to easily locate it for when they need to contact customer service.  The number, (866) 706-5543, is located on the back of every First Progress credit card, as well as on every billing statement. 

 

If there are any additional questions, Mr. ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/29/2014 Billing/Collection Issues | Complaint Details Unavailable
10/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filled out an online form with www.firstprogress.com 3 weeks ago applying for a secured credit card. I didn't hear back from them so I called their 866 number. They have no record of charging my debit card $300. They did charge it the same day I filled out the application. I think this may be a scam.

Desired Settlement: I'd like my money back or a secured credit card as promised.

Business Response:

October 23, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

According to our records, Mr. ***** did not complete an application.  The First Progress Secured MasterCard requires a security deposit before an account can be opened.   Mr. ***** attempted to fund a $300 security deposit using a MasterCard ending in **** on 21-Sep-2014, at 13:45:40 PDT, however the transaction did not go through due to reasons known to, but undisclosed by, his card issuer. 

First Progress is proud to have tens of thousands of satisfied customers.  We are sorry we were not able to serve Mr. ***** better in this instance.  If there are any additional questions, Mr. ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  This was my misunderstanding and, if possible, I would like this complaint to be deleted completely.

 
Regards,

******* *****

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After applying and receiving my First Progress secured credit card I was able to pay the monthly charges via the First Progress website and make payments via electronic check. First two months it worked fine. Now I am behind by one month because I cannot make a payment via electronic check any longer and the hyperlinks for the banking online via my own bank do not work. I tried multiple times and as I am trying to build my credit this inconvenience has hampered my ability to pay. Without remedy I will have to resort to USPS mail with a paper check and that is a backwards way to make payments in my opinion. How can a process that was allowed originally be changed without notice. There are also NO customer service phone numbers listed on the First Progress website - that's convenient (sarcasm emphasized)

Desired Settlement: Request the service via electronic check be replacedNo negative reporting on my credit report while my payment take longer to process

Business Response:

October 23, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

When Mr. ******* submitted his application on April 18, 2014, he provided his email address ************************ (same as on the complaint as received) and expressly checked the box consenting to Electronic Communications of important notices regarding the account.

On June 30, 2014, Mr. ******* received an email from First Progress to advise of a change in terms, which specified “PLEASE NOTE:  As of August 15, 2014, you will no longer be able to initiate ACH payments through www.firstprogress.com.  Your ability to continue making payments to us by mail and ACH payments initiated through your own financial institution or a third party will not be affected by this change.” The change in terms also allowed customers to optout if they chose to close rather than to accept.  This change was necessitated by misuse of the ACH system by other accountholders.

First Progress always accepts payments made by mail to the payment address printed on every statement:  PO Box 84019, Columbus GA, 31908-4019, as specified in the Cardholder Agreement.  We are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party.  ACH payments can be taken by our live representatives, but at a $10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment Fee:  We may make available at our customer service number an expedited telephone payment service involving assistance by one of our associates or agents.  We will charge a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.”)

First Progress displays our phone number in various locations for cardholders to easily locate it for when they need to contact customer service.  The number, (866) 706-5543, is located on the back of every First Progress credit card, as well as on every billing statement. 

If there are any additional questions, Mr. ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The First Progress Card is horrible! It is hard getting in contact with customer service because they do not provide a number on the website or the statement. So I have to ensure that I have the card on hand at all times if I think I'm going to call. Once I call customer service it takes me a couple days to actually get a live person (sometimes the call just disconnects after being on hold for 30 mins). Secondly paying the bill online is an even more difficult task because you never know what to expect from month to month with the website because they make slight changes periodically where you can't find the option to pay the bill so therefore your bill because late which is not your fault and then that creates a more negative credit score. There have been several times when I spent over a week trying to pay the monthly bill on time but was unsuccessful. I've been trying to pay the balance of First Progress off so I can closed the account but I've been unsuccessful the last two months getting hold of a customer service representative. AS I'm sitting here on Oct. 1, 2014 submitting this complaint I'm on hold with First Progress for the 5th time in two days trying to make a payment that is due today. However I'm still unsuccessful and will have another late inquiry that I should not have because this is not my fault. The resolution that I want is to have my payment show as current from today moving forward on my credit because this is unexceptable business. Once this matter is cleared up I will be closing this account permenantly. It has not been a great help as it is described in it's presentation**********

Desired Settlement: I want the inquiry on my credit score to show current from this day moving forward because the payment issue is not my fault but the bad business that First Progress is providing. Also I need to get in touch with a live person so I can pay this account off and recieve my refund because I will be closing this account.Thanks

Business Response:

October 10, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

First Progress clearly lists the customer service phone number on every statement, as well as our mailing address for correspondence and payments.  Our website address is also provided. 

On August 15, 2014, a change in terms went into effect, in which we no longer accept payments via our website, www.firstprogress.com.  ***** ******* received an email notification of this change in terms on June 30, 2014, sent to the email address on record for this account, ************************  In addition to the pay by phone feature, cardholders still have the ability to continue to make payments to us by mail and ACH payments initiated through their own financial institution or a third party. 

When ***** ******* submitted his application, he checked the box consenting to Electronic Communications of important notices regarding his account:

You must indicate you’ve read and consent to the Electronic Communications Agreement:

Yes,

I consent to the Electronic Communications Agreement.

According to our records, ****** ******* spoke at length with a customer service representative on October 1 at approximately 7:30 pm eastern time, but requested only a $37 payment. If Mr. ******* would like to pay off the balance in full, First Progress always accepts payments made by mail to the payment address printed on every statement: PO Box 84019, Columbus GA, 31908-4019, as specified in the Cardholder Agreement. We are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party. ACH payments can be taken our live representatives, but at a $10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment Fee: We may make available at our customer service number an expedited telephone payment service involving assistance by one of our associates or agents. We will charge a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.”)

If there are any additional questions, ***** ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Impossible to contact, limited and difficult methods of payment, and faulty customer online system. I recently applied and obtained a credit card with First Progress.After receiving it and making some expenditures, I went online to see if I could setup an automatic electronic payment system that would pay the entire balance of the card, whatever it may be, monthly. The system would not let me create a login, stating that I needed to finish registering my OnlineID by entering in a security question that I would have created on the date of my application weeks ago. It did not ask for the answer to my question; it asked for the question. Not knowing my question, it gave me no other alternatives. I then opted to call First Progress only to discover that they provide no phone number OR email address in the Contact Us page. I had to find a phone number through links for new applications. After calling 3 times and being hung up on, I finally got through. I found out that First Progress does not do an electronic billing system and charges a fee to receive payment via credit or debit card. The only way is to pay by check.A week later, I am now looking for the address to write a check to First Progress, but I can only find the P.O. Box provided for correspondence on the Contact Page. To confirm that this is the same address I would use to pay my bill, I called them again. The phone number I used previously that is stated on their page and on the BBB site NO longer works! 866-706-5543. The operator comes on and says the number is no longer available. After fishing through several links/sites looking for alternate numbers, I have found one and have been on hold for the past 29 minutes, the time it has taken me to file this complaint with the Better Business Bureau.Not to mention the OnlineID and password which took me so much trouble to create last week is not being accepted by their system, and I cannot access it. I will never again seek a credit card with this company and I regret doing so now.

Desired Settlement: I want First Progress to disambiguate their methods of payment and contact. I want First Progress to have a phone number for customer service that works. I do not know what address to send my check, nor can I reach anybody by phone to make a payment. I can not reach anyone to help me access my online account, and I have no means of checking my balances.

Business Response:

October 8, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         ***** ******

                Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry that Ms. ****** did not recall the security passphrase she had entered at the time of her application.  The application suggests “Mother’s Maiden Name” as a security passphrase, but our applicants are free to choose any passphrase they wish.

First Progress always accepts payments made by mail to the payment address printed on every statement:  PO Box 84019, Columbus GA, 31908-4019, as specified in the Cardholder Agreement.  We are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party.  As a last resort, ACH payments can be taken our live representatives, but at a $10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment Fee:  We may make available at our customer service number an expedited telephone payment service involving assistance by one of our associates or agents.  We will charge a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.”)

 

We are sorry Ms. ****** experienced issues when calling in to make a payment.  Our Customer Service phone number (866) 706-5543, experienced unusually heavy call volume on October 1.  We hope to serve her better in future.

 

If there are any additional questions, Ms. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:           ***** ****

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120            

10/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: first progress removed online billing with out any notice and then charge me a ten dollar fee for paying over the phone.

Desired Settlement: refun $10.00

Business Response:

October 1, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ***

            Case No.: ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ***.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

First Progress always accepts payments made by mail to the payment address printed on every statement:  PO Box 84019, Columbus GA, 31908-4019, as specified in the Cardholder Agreement.  We are also pleased to accept ACH payments initiated through a customer’s financial institution or by a third party.  However, First Progress is not able to initiate ACH payments on behalf of customers other than through the actions of our customer service representatives.  We do offer this optional service, but at a $10 fee, as specified in the Cardholder Agreement (“Expedited Telephone Payment Fee:  We may make available at our customer service number an expedited telephone payment service involving assistance by one of our associates or agents.  We will charge a $10 Expedited Telephone Payment Fee for each expedited payment authorized by telephone in this way.”)  The fee is also redisclosed to the customer when a telephone payment is requested, in order to give customers the ability to avoid paying for the service.  Mr. *** chose to proceed with the telephone payment on September 22, 2014.

If there are any additional questions, Mr. *** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: first progress is a secured credit card company. we asked for the account to be closed and our money to be refunded to us. the company will not let me speak to anyone there, and they still have not refunded my money. they sent out a letter stating the account was closed however they have no refunded the 300.00 security deposit.

Desired Settlement: I would like my refund of 300.00 paid in full to me asap.

Business Response:

September 24, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. *******’ First Progress account was closed, as per his request, on September 9, 2014.  At this time, his security deposit of $300.00 was applied against any outstanding balance on his account.  Mr. ******* has a credit balance of $290.00 at this time.

As per the Cardholder Agreement, the refund of the Security Deposit can take up a period of to 10 weeks.  However, Mr. ******* was advised by our Customer Service agent on September 18, 2014 that he could send a request to our correspondence address, by mail or fax, to request an expedited refund, which we would be happy to honor.  We are considering this complaint as his written request for an expedited refund and he should receive a check within 7-10 business days for $290.00.

If there are any additional questions, **** ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: tried calling number on back of card to make payment and it was not in service then after calling from a different phone the call went thru and waited for an hour for someone to pick up. even worse the website would not allow me to log on

Desired Settlement: I want my deposit to pay any amount owed and account closed. it should not be this hard to make a payment

Business Response:

September 29, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry Mr. ******** was having issues when calling into make a payment.  Our Customer Service phone number (866) 706-5543, is in service, and we have not had any problems with the phone lines. 

Mr. ******** was not able to login to the website to make his payment either.  Unfortunately, as of August 15, 2014, payments are no longer accepted on our website.  A change of terms notification was sent out to all cardholders on June 30, 2014, prior to Mr. ********’s account being opened.

As he has requested, we have closed Mr. ********’s account.  The security deposit of $300 has been applied against his outstanding balance.  As a courtesy we have also waived the late payment fee of $26 assessed on September 22.  Mr. ******** currently has a credit balance of $36.78.   He will receive a refund check within 7-10 business days.

If there are any additional questions, Mr. ******** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have paid off my credit card weeks ago and sent a written request for my $300. to be returned to me and my account with First Progress Card to be closed. I've done this 2 times now and have not heard a word back and they are holding onto my money. This is NOT a timely return of funds.

Desired Settlement: I would like my $300. returned to me promptly. There are NO outstanding charges on this account is was paid in full weeks ago!

Business Response:

September 24, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We received two written requests on September 19, 2014 from Ms. ******* requesting to close her First Progress account.  The first letter was dated September 5, 2014, and the second letter was dated September 15, 2014.  We have processed her request, and her account has been closed as of September 22, 2014. 

The security deposit of $300.00 has been applied towards any outstanding balance, and there is now a credit balance of $300.00.  A refund has been issued, and Ms. ******* should expect to receive her refund check in the mail within 7-10 business days.

If there are any additional questions, Ms. ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

10/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: -I did not receive notice from the above-mentioned company of their intent to report adversely on my credit file. The Fair and Accurate Credit Transactions Act states that a company has to give me a 30-day notice of their intent to report adversely on my credit file giving me the opportunity to dispute or settle a debt with them, which did not happen here. I have always paid my accounts on time. The 31-60 days late entry on my credit file is erroneous and needs to be removed immediately! They never even sent me statements until I called & complained about the erroneous late payment I allegedly made in June of 2014 they have no customer service department you can even actually talk to in reference to disputes, you can only contact them by mail. My payments are set up on automatic debit from my bank account. I have sent them proof showing them where the payments were taken out in June of 2014 directly from the bank statement.

Desired Settlement: Remove the incorrect late pay entry, (30 days late as of June 2014) as it is inaccurate and are adversely affecting me. Report the status paid as agreed never late.**It doesnt make sense for a creditor to state that the account is: Paid as Agreed and then to report 31 and or 61-days late payment entries as well, either its one or the other but not both, both is condescending and erroneous, which is exactly what is happening currently in which the account is being reported. Please remove the erroneous 31, and or 61-day late payment entries, as they are inaccurate and are hurting my credit rating. Thanks.

Business Response:

October 1, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******** *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. *****’s account was opened on February 27, 2014, with the address as specified on his application, as well as this complaint.  Nevertheless, on April 14, 2014, correspondence which we had mailed to Mr. ***** was returned to us by the USPS as “RETURN TO SENDER /ATTMEPTED - UNKNOWN/ UNABLE TO FORWARD”.  A copy of this USPS sticker on the envelope is in our records.  A hold on further correspondence, which prevented further transactions as well as late fees from assessing on the account pending a new address from Mr. *****, was therefore placed on the account.

Since a balance was owed as of the March 22 statement, but no minimum payment due was received by April 19 or by May 19 or by June 19, the account went delinquent by 31-60 days  as of June 22, when we reported the account to the consumer reporting agencies.  Mr. ***** made a payment of $70 on June 24 and another payment of $35 on June 26, bringing his account current at that time, and confirmed the address of record on the account as valid, at which point we removed the hold code.

Because the USPS inexplicably informed us that the only address we had for Mr. ***** was invalid, although this was in fact the address to which they delivered correspondence to Mr. ***** both before and after the period in question, we have as a courtesy asked all three consumer reporting agencies to remove the negative reporting provided on this account during this period.  If there are any additional questions, Mr. ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:       ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** *****

10/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Applied and was accepted for a Master Card. Have been waiting several weeks now. Per email, I should receive it in 3-5 business days. That was totally misleading. So I called and waited 48 minutes for anyone to pickup. The Rep gave me some "fake & scripted" excuse, about not shipping to my PO BOx. Explain to rep that is NOT anywhere to be found under the Terms & Agreement and Company Policy. She put me on hold and hung up! At NO TIME was I rude. No cursing, yelling, or a raised voice. I very polite to her. She just didn't show that she cared.So I called back and this time I waited 51 minutes. Finally a human answer. She stated that the card was shipped out this past Monday, So I will give it till next Tuesday.I express that the hold times were horrible, plus the website DOES NOT GIVE OUT A PHONE NUMBER TO CALL. Just a place for email to which i sent on the 8th. and no response back. Absolutely crazy!This is NOT an A+ rating company. It should be downgrade! Oh I asked why there is not a number on their website, and she said I will get that information when card has arrive. You got to be kidding? That is misleading to the customer, and sounds a bit "shady"! Why "hide" the number from the public, up FRONT? I feel I gotten into a nasty deal with these guys!

Desired Settlement: Credit my account for the annual fee!! And a personal apology for what the rep did by hanging up on me.

Business Response:

September 25, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

According to our records, upon approval for his First Progress account, Mr. ****** was sent an email on September 6, 2014 providing notification that his card would be created and mailed within 3 business days of this approval.  The card was indeed created and mailed within 3 business days, to the address provided on the application, *** * ***** *** ** ***** ***** **  **********.  However, the card was returned by the USPS on September 22, 2014 with a change of address. 

 Mr. ****** contacted customer service on September 13, 2014 in regards to having not received his card.  At this time the agent updated his address to ** *** **** ***** ***** ** **********, which matches the address provided by the USPS on the returned card we have since received.  At the time that his address was updated, a new card was also requested to be sent to his new mailing address, which can take up to 7-10 business days to receive.  Our records indicate that Mr. ****** activated his card on September 22, 2014.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Want to make it very cleared, at NO TIME was a "change of Address" ever submitted on my behalf.  Per Progressive, I was told over the phone that they do not accept PO Boxes, and needed a "physical" address.  Furthermore, my Post Office would HAVE submitted letter to my PO Box.  As stated, I live a very small town of 300 people.  More than half have PO Boxes! 

In response to having this card returned is NOT TRUE.  I checked in person with my Postal Master in Town, and at no time was a letter received or returned, therefore, their claim is untrue! 

I request they show me evidence as to it being returned!  

Regards,

****** ******

10/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: After applying for card getting accepted, this company took my 300.dollars for the secure credit card and then I never received the card! I called over a period of 3 months ,4 times to get a card sent out that never came.

Desired Settlement: I would like to have my 300.00dollors back and the 44.00 dollars I paid for the 1yr membership!

Business Response:

September 29, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. ****** applied, and was approved, for a First Progress Mastercard on July 16, 2014.  The required security deposit of $300 was received and the account was opened.  A card was created and mailed to the address provided on the application, ***** ***** ***** ****** ******** ** **********.  On July 31, 2014, the US Postal Service returned the card we had mailed as undeliverable due to an insufficient address.   

On August 25, 2014, Ms. ****** contacted customer service to inquire about her card. At this time, her address was updated to add “*** *****” to the street address, and a new card was requested.  Her card should have arrived within 7-10 business days.  However Ms. ****** contacted us again on September 15, 2014 to report she still has not received her card.  To date, the card we issued on August 25 has not been returned to us by the US Postal Service.  Another new card was requested on September 15 to be mailed to the same address. 

When Ms. ****** had not yet received her card on September 24, 2014, she contacted customer service again, this time she has requested to have her account closed, removal of the $44 annual fee and her security deposit refunded.  We have closed the account per her request, removed the annual fee and have issued a full refund of $300 to the credit card used to fund the security deposit.

 

If there are any additional questions, Ms. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My Billing statement never reflects correct balance's nor does the available balance. Every time I try to call This card company for an explanation of my bill or to make a complaint , the company acts like it has a call service center but after a ten minute elevator song plays after its automated recording the phone begins to ring briefly and automatically disconnects!!! On their website under Contact Us the only thing provided is a P.O box. Why doesn't this company have adequate means of communication available for their customers? Why do I have to write to a P.O Box for a complaint? I have nearly used my card, I have made timely payments, I had an initial credit limit of $2000 and as of my last statement which is extremely wrong I have a balance of $1200 and $0 available credit!!!! This company is a fraudulent and I am extremely frustrated!!!!!!!!!!!

Desired Settlement: I want my funds returned!!! and I want this account closed!!! because of the damage it can cause to my credit that Im trying to repair!!!! The reason I opened the account to begin with!!! Company was found and recommended by Credit Karma. Credit Karma should do a better job and at least background the company before recommending

Business Response:

September 16, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of **** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry Mr. ******** is dissatisfied with his First Progress card.  We have no record of Mr. ******** contacting us in regards to any billing errors on his statements.  Prior to September 9, 2014, we do not have any record of Mr. ******** speaking with our Customer Service representatives in regards to his account. 

The reverse of all First Progress statements features the following:

What To Do If You Think You Find A Mistake On Your Statement

If you think there is an error on your statement, write to us at:

Synovus Bank

P.O. Box 84010, Columbus, GA 31908-4010

In your letter, give us the following information:

Account information:  Your name and last four digits of your account number.

Dollar amount:  The dollar amount of the suspected error. 

Description of Problem:  If you think there is an eror on your bill, describe what you believe is wrong and why you believe it is a mistake.

You must contact us within 60 days after the error appeared on your statement.

You must notify us of any potential errors in writing.  You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question.

This text is provided in compliance with federal regulation (§1026.13 of the Truth in Lending Act (Regulation Z)).

According to our records, no such communication has been received from Mr. ********.

Mr. ******** currently has a balance of $1243.85, and no available credit.  This is due to the fact that his account is currently past due.  A minimum payment of $106.00 was due by August 19, 2014, and Mr. ******** only made a payment of $60.00.   Until the remaining $46.00 is received, no credit will be made available. 

As requested we have closed Mr. ********’s account.  His security deposit of $2000.00 has been applied against the outstanding balance, and a refund of the difference, $756.15 has been issued.  A check will arrive within 7-10 business days. 

If there are any additional questions, Mr. ******** may contact Customer Service Department at ###-###-#### during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called this company complaining about their phone system for over a year. They have yet to fix it. Their phone system states what to input to access the phone options, but it never works. The company has continually raised/increased their minimum monthly payments, with no explaination why.They periodically remove their online payment system, with no warning or cause.

Desired Settlement: This company needs to correct their phone system. It's pathetic that i have complained over a year and they have yet to fix it. They need to explain why they increased their monthly minimum payment.They need to offer the online payment options again.

Business Response:

September 24, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ******* states he has called First Progress to complain about our phone system for over a year.  After review of our records, we could find only one telephone call from Mr. ******* during 2014, during which we have no record of any complaint from Mr. ******* in regards to our phone system not working. 

First Progress calculates the minimum monthly payment due as per the Cardholder Agreement.  At the time of Mr. *******’s account was opened (March 21, 2013), the calculation was for the minimum payment to be the greater of 5% or $35.  On June 30, 2014, Mr. ******* received an email notification of a change in these terms, sent to the email address on record for this account, ************************, as at time Mr. ******* submitted his application, he had checked the box consenting to Electronic Communications of important notices regarding his account:

You must indicate you’ve read and consent to the Electronic Communications Agreement:

Yes, I consent to the Electronic Communications Agreement. 

This change in terms, which changed the calculation for the minimum payment to be the greater of 5% or $37, included “PLEASE NOTE:  As of August 15, 2014, you will no longer be able to initiate ACH payments through www.firstprogress.com.  Your ability to continue making payments to us by mail and ACH payments initiated through your own financial institution or a third party will not be affected by this change.” to highlight the change to payment methods.

If there are any additional questions, Mr. ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

9/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a First Progress secured credit in late July of 2014. At the time of application I provided them with a $300 security deposit. On 8/5/2014 I received email notification that my application was approved and that a card would be created, then mailed within 3 business days.By 8/20/2014 I had not received the card so I contacted First Progress and spoke with a customer service representative. She advised me that the card had been returned by the post office and was marked as undeliverable. I found this odd because I have never had a problem with receiving mail prior to this. The customer service representative confirmed my address that they have on file as being correct and advised that they would send the card to me again.On 8/26/2014 my card was still undelivered and I started to become concerned. I contacted customer service again and was told that the card had been sent.By 9/5/2014 I still had not received anything. I contacted customer service and I was told again that the card had been returned by the post office. At this point I was very concerned, because I had provided First Progress with $300 and something as simple as mailing the card to me was proving to be very difficult. I would like to state again that I have never had any problem with receiving my mail. I receive mail everyday from every other company that I do business with.I requested to have my card sent me via over night mail, this way I would receive the card and sign for it upon delivery. This would also provide tracking of the card. The customer service representative advised that they could not do that and would only attempt to send it to me through the regular mail. I requested to speak with a manager, but was not allowed to. At that time I requested to have my card cancelled and my $300 deposit refunded. I was now told that I would have to wait 70 days to allow for the account to process.

Desired Settlement: I would like to have my $300 deposit refunded to me immediately. There is no reason for a 70 day delay. I have never even received the credit card let alone activated it or used it to make a purchase. There is absolutely no reason for First Progress hold my $300 deposit from July to December on an account that was never even opened. Furthermore I would like the funds returned directly to the account that they were withdrawn from. I do not trust First Progress to properly mail me a check.

Business Response:

September 10, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         ***** ******

                Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ****** applied for and was approved for a First Progress account on August 4, 2014.  A card was mailed to the address provided on the application, 739 Washington Ave, Hanover PA 17331-1572.  The card was returned undeliverable by the post office with the reason “temporarily away” on August 14, 2014.

A new card was issued upon Mr. *******s verification of his address on August 20, 2014.  The new card was also returned by the post office undeliverable with the reason “temporarily away” on September 3, 2014.  Unfortunately this is an issue Mr. ****** will need to contact his local post office to resolve, as it appears that they have a hold on mail delivery to his address.  First Progress has no control over the post office returning mail.

At Mr. ******’s request, his account was closed on September 5, 2014.  His security deposit of $300 has been refunded against the balance due on his account.  As a courtesy we have removed the annual fee of $39.  .  As per the Cardholder Agreement, the refund of the Security Deposit can take up a period of to 10 weeks.  However with a written request we are able to expedite the processing of the refund period.  As a special courtesy in this case, given the known problem in Mr. *******s receipt of his mail, we have refunded the $300 in full to Mr. ******’s card account used in making the deposit originally, the VISA ending in ****.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:           ***** ****

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120            

v

9/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened 2 cards to attempt to rebuild my credit. Paying the bill online is impossible. I tried paying my bill online, was unsuccessful, and became late. Called on my only day off (Sunday) and they are closed. When I finally got someone on the phone, I paid both bills on 8/19/14. I was informed of a 10 day hold. On 8/26 I checked my balance on my checking account. I could not find where the payment had cleared for the 2nd card. I called First Progress to try and determine why. I was given no indication of a problem, and assumed that I missed the amount clearing on my checking account when I listened to my withdrawals and posts. Then I received a statement saying that my account was closed. It stated that they had not received a payment and they could no longer serve me. At the bottom of the statement it said that there was a payment on 8/19. There was a $10 pay by phone fee, and then a payment reversal. I called today 8/30 to try and get an explanation. I spoke to a customer service rep who could give me no explanation. She argued that the account was not closed. I asked why I had a statement that said it was. No explanation. I told her to close the account, she started her script and suddenly I couldn't hear her. I called back again very angry and finally got put through to a manager. I explained the problem and after probably 20 more minutes he determined that the rep had entered my checking account number incorrectly. I asked how this is now MY fault and being held accountable for THEIR mistakes?!?!?It was especially frustrating because I called to see if the payment had cleared and somehow no one noticed the problem?!?!? He offered to waive the $10 fee which is the least of my concerns.I said to close the account & was informed it will take 2 weeks to process the closure and could be up to 30-70 days to get my money back?!?!?! Are you kidding me? So, basically I have no access to my own money for almost 3 months and all because of THEIR mistakes?!?!? How is this ok?

Desired Settlement: I want my money back immediately. I think it's insane that they are allowed to hold someone's money for that length of time. It is a secured account, I sent them a check for $300 to open the account.

Business Response:

September 9, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:          **** *******

                Case No.:  ********

Dear ********* *****

We are in receipt of your correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. J****** opened her First Progress account on April 28, 2014.  As disclosed in the application process, the annual fee is billed after the account opening, on the statement dated May 22, 2014 with payment due by June 1, 2014.   The minimum payment was not received, nor was the statement dated June 22 paid by July 19th.  As a result we warned Ms. ******* on her July 22 statement that her account would be closed.

The statement dated May 22 was mailed to the address provided on her application **** ********* *** ******* ** ****.  However the statement was returned by the US Postal service with a new address on June 30.  At this time, we updated the address to **** ******* **** ** *** ** ******* ** *****, and remailed the statement to the new address.

We have researched the calls Ms. ******* refers to in her complaint.  In the August 19 call,we found that Ms. ******* provided her account number for the payment, but then when asked by our agent to repeat it gave the account number with one fewer digit.  This second number was what was entered and as a result not identified.  Our agent should have detected Ms. *******’s error and asked her a third time.

Ms. ******* is correct regarding her August 26 call, in that our agent should have noted that the August 19 payment had been returned due to the incorrect account number.   We apologize for the omission.

We are sorry that Ms. ******* felt payments were difficult to make. First Progress accepts payments from online billpay services, third party payment providers such as MoneyGram, and always by mail at the address preprinted on all statements. We think Ms. ******* misunderstood that processing a credit balance refund can take up to 10 days; a refund has been issued by mail as of September 5, 2014.

If there are any additional questions, Ms. ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:           ***** ****

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120 v

9/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have not used this credit card since March of 2014. On August 6th, 2014 I checked my bill online and noticed a $44 service charge. Since I no longer use the card, I called and cancelled the card. The bank is assessing me the $44 fee for usage for 6 days the account was open per their Customer Service group. In addition, I was told that I would not receive a return of my $2000 until 70 days.This is not clearly articulated when the account is opened and in my opinion they should be required to remove the $44 dollar charge and pay me interest for using my funds for 70 days.

Desired Settlement: Remove the $44 dollar charge and return my $2000 within the next 30 days.

Business Response:

September 11, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ****** may not have used his First Progress account for any purchases since February 27, 2014, nor had any balance since his last payment was received on March 21, 2014, bringing his balance to $0, however as the account was still open, on July 31, 2014 the annual fee of $44 was assessed to his account.

Mr. ****** closed his account on August 6, 2014.  As a courtesy we have credited the annual fee, and a refund of his security balance in full, $2000, has been issued on September 11, 2014.  He should receive his refund within 7-10 business days.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****             ******* ****             ** *** ***             ********* **  **********    

Consumer Response: I accept as long the check shows up in 7-10 days

9/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened an account with First progress and supplied a 300 dollar deposit back in July of 2014. Upon receiving my card I noticed they had sent me the wrong card. My card was supposed to be for 11.99% APR and they gave me a bait and switch sending me a card for 14.99%. AS A RESULT I NEVER activated the card and immediately called to have it cancelled. I asked for a refund and was told it would take 30 to 70 days to process this out.LATER on 8/22/2014I RECEIVED A BILL for an OPEN account charging me 39.00 in maintenance. I then called and was hung up on 15 times and dropped with no answer 20 times.I finally got someone who refused to give me any sort of confirmation numbers regarding my cancellation of the account and the refund of my deposit.I can not be sure if the account is cancelled and closed because no one will give me any sort of confirmation. All the representatives are uneducated about accounts and their products. All representatives WERE NOT friendly and seemed to know absolutely nothing about accounts. I work in customer service for a fortune 500 company that works in conjunction with many fortune 500 companies supplying cust support and management and these people would have been fired immediately working for us with the way they are handling calls down there.I was totally dissatisfied with the fact I can not know if my account is actually closed and cancelled out, whether or not they are negatively reporting to my credit agencies, and if I will even see my 300 dollars coming back to me. Looking online at all the complaints for this company made me realize what a bad choice this was. There is absolutely no way they can be A+ certified with the BBB with all their illegal wrong doings according to posts online reviewing their company.

Desired Settlement: I would like my card cancelled and closed out with a confirmation number for this closure, which is required by law. I would also like an IMMEDIATE refund of my FULL 300 dollar deposit.They have billed me 39.99 out of my 300 dollar deposit on a CLOSED account!

Business Response:

September 4, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         ****** ******

                Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ****** submitted an application online for a Platinum Select Mastercard from First Progress, which as a variable APR of 14.99% for purchases and an annual fee of $39.  The annual fee is billed upon approval of the application, of which Mr. ****** agreed to upon submission of his application.  

Mr. ****** may have intended to apply for the Platinum Prestige Mastercard from First progress, which has a variable APR of 11.99% for purchases and an annual fee of $44, however that is not the application he submitted.  In order to comply with federal regulations, First Progress is unable to change  the product after an application is submitted. 

Per Mr. ******’s request, the account was closed on August 6, 2014.  As per the Cardholder Agreement, the refund of the Security Deposit can take up a period of to 10 weeks.  However, we could have provided better service in this instance, Mr. ****** could have written in to our correspondence address to request an expedited refund, which we would be happy to honor, as he has never used the card for any purchases. 

The annual fee of $39 was waived on September 1, 2014, and a refund of the security deposit in full, $300.00, has been issued on September 4, 2014.  He should receive the refund check within 7-10 business days.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:           ***** ****                 ******* ****                 ** *** ***                 ********* **  ***********

Business Response:

September 10, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* *****

We are in receipt of your follow up correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

The letter Mr. ****** received, dated August 6, 2014, serves as the confirmation that his account was closed, per his request, on August 6. 

Mr. ******** last statement, dated August 22, 2014, reflects a credit of $261.00 after the security deposit of $300 was credited to the balance is due to the fact that the annual fee of $39 was not waived until September 1, 2014, which is after the statement was mailed to Mr. ******.  The credit of $39 and a refund of the security deposit in full, $300.00, which was issued on September 4, 2014, will be reflected on his September 22, 2014 statement.  Mr. ****** should receive his check within 7-10 business days from September 5.

If there are any additional questions, Mr. ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****             ******* ****             ** *** ***             ********* **  **********   *

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

WHOA WHOA WHOA!  SEPTEMBER 22nd STATEMENT?  NO this is a CLOSED ACCOUNT!  There should be NO statements!   I CLOSED THE ACCOUNT AND ASKED FOR A REFUND!  The fact you are still sending me statements 2 months later would reinforce the fact the account was not close don august 6th as my letter received from your company states.  If we can not resolve this here and now and close my account for good no statements and no billing me monthly for a card that does not exist it will be a matter for the state. 

Why would I get a SECOND statement from a closed account!

Regards,

****** ******

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a secured credit card with them. It was canceled by First Progress and its been 60+ days and have called several times about my secured deposit money. Every time I talk with them they say its been mailed out. NO WHERE IN THERE CONTRACT DOES IT STATE THAT THEY CAN HOLD ON TO YOUR MONEY FOR 70+ DAYS BEFORE IT CAN BE RETURNED TO YOU. I BELIEVE THIS IS ALSO AGAINST THE LAW.

Desired Settlement: A Certified funds check delivered to me within 5 days

Business Response:

September 3, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         ******* *******

                Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* *******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist. 

According to our records, *** ********* account was closed due to non-payment on June 20, 2014.   A payment of ******* was received on June 21, 2014 and an additional payment of $35.00 was received on July 2, 2014, which paid the balance in full.  On June 24, the deposit of *******, used to secure the line of credit, was applied against the balance of the account, resulting in a credit balance of *******.

As per the Cardholder Agreement, the refund of the Security Deposit can take up a period of to 10 weeks, and the refund in this case was consistent with the terms of the Cardholder Agreement.  However, we could have provided better service in this instance.   On July 23, 2014, Mr. ******* called our Customer Service Department in regards to his security deposit, as he had not received a refund yet.  The agent he spoke with correctly advised him that it can take up to 70 days to receive the refund after an account has been closed, as stated in the cardholder agreement.  However, Mr. ******* should have been advised he could have expedited his refund via a written request.

Mr. ******* called our Customer Service Department on August 19, 2014, to find out when he would be receiving his refunded security deposit.  Unfortunately, the refund was not issued as he was advised, and he was told that it would be issued first thing in the morning on August 20, 2014.  However, due to processing timeframe, the check was issued on August 23, and Mr. ******* should receive the check within 7-10 business days of August 23.

 

We are sorry we did not provide prompter service to Mr. *******, but hope that his refund has been fully resolved at this point.  If Mr. ******* has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:           ***** ****

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120v

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I did recieve the check this Saturday at the old address.  I am just not understanding why a bank would need to hold onto to anyone's money for 70 days that is ridiculous.  But I did finally receive the check.  I am still shocked you have the rating you do with the BBB due 

 
to the poor way that your company policies are written,

Regards,

******* *******

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Aug 8th I applied for a first progress secured credit card. I paid $300 deposit and a $19.95 expedited service fee to have the application processed in 2 business days. The money was debited from my account and I did not receive any communications so assumed everything processed correctly and I would receive my card soon. After not getting my card by the 18th of August I decided to call and check on the status. I was told that day they did not have me in their system so to please call back the next day. From the 18th on I have called every business day at least once and each time i've been told my application was at the corporate office and there was a mistake with my name so it needed to be fixed so call back tomorrow. Sometimes I was told that i should call back in a couple hours and it would be fixed. Each time I was told it still was not fixed and to call back. I spoke with a supervisor (****) on the 19th of August and was assured that he had emailed the corp office and it would be fixed right away. Since that date I've asked to speak with a supervisor each time and each time i'm relayed a message from the supervisor but never connected with the supervisor. I paid an extra $19.95 for expedited 2 day service. The company has refunded that $19.95 but the money was not the issue. I paid for the expedited service to get this done quickly. I'm not concerned about the $19.95 fee. I want the expedited service.

Desired Settlement: I would like this my application processed.

Business Response:

September 2, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** * *********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** * *********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

According to our records, Mr. *********** application was submitted online on August 7, 2014 at 11:43pm Eastern Time.  Unfortunately, the application was submitted with the first name “863”.  The numeric first name prevented prompt processing of the application, and Mr. *********** expedited processing fee was refunded accordingly.

After Mr. *********** phone calls, which clarified the appropriate first name, the application was approved on August 26, 2014 and a card mailed to the address specified on the application, ***** ******* **** **, Land O Lakes, FL  **********.  Mr. ********* should receive the card within 7-10 business days

While the processing of this application did not cost Mr. ********* any fee, we understand his complaint that “the money was not the issue”.  We can only note that the problem in this case—the numerical name entered—is an unusual one, and we will endeavor to provide better service in future.  If there are any additional questions, Mr. ********* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *********

8/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened my secured credit card with First Progress in January 2014. I deposited $300, I was able to use the credit card for a couple months, I paid the card completely off, I even accidentllay overpaid by $67. At this point (roughly June) my card became inactive, it started getting declined and I haven't been able to use it since. In addition to that, I have not received a refund for the $67 that I have overpaid to First Progress. At this point, First Progress Card has $367 of my money that they are holding from me and not allowing me access to which is the opposite of what is promised in the cardholder agreement. I need my card reinstated as well as my refund check for $67 returned to me as soon as possible. They also do not list any contact numbers and don't have live online chat to help with any issues. There only methods listed under "Contact Us" are by giving their address and telling customers to "write to us for correspondence".

Desired Settlement: I would like my refund check for $67 sent to me immediately, ALSO I would like my card to be reinstated immediately! I am currently carrying a worthless $300 piece of plastic in my wallet!!

Business Response:

August 7, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******             **** ****  ********

Dear ********* *****

We are in receipt of your correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

An account for Mr. ******* was opened on December 17, 2013, pursuant to his online application which listed his address as **** **** ******** ****** Louisville, KY 40***. On March 5, 2014 we received from the USPS a statement mailed to this address, marked as “undeliverable.” Due to the credit balance which Mr. ******* cities, we issued a credit balance refund check on June 5, 2014 in the amount of $67.60 to the same address, which was later returned to us by USPS as undeliverable on June 24, 2014. A second attempt was made on August 5, 2014 to mail to the only address in our records which was the address Mr. ******* had listed on his application; **** **** ******** *****, Louisville, KY 40****

A review of our records does not show any attempt by Mr. *******, with by mail or by phone, to contact us with a corrected address or ask any questions about his account. The Customer Service Department phone number is listed on the back of every First Progress Card. Our records indicate that Mr. Kennedy was indeed unable to obtain the authorization he attempted with his card on August 6, 2014, but this authorization was denied because the amount sought by the merchant, $2,265.00, was far in excess of the account’s credit limit of $300.00

We noted that the complaint listed an apartment number not previously known to us; 8650 Park Laureate Drive Apt 216, Louisville, KY 40220-7035. We have therefore updated the address on the account accordingly.

If there are any additional questions, **** ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do NOT accept this as a reasonable response for several reasons.

1) I signed the lease for my current apartment in July 2013, I applied for this credit card in December 2013. I RECEIVED the card in the mail, I used the card several times. First Progress MUST have had my address on file, HOW ELSE WOULD I HAVE RECEIVED MY CARD?! - Saying that they did not have my apartment number on file is a miserably failed attempt to cover up them not sending my refund for overpayment!
2) My FIRST declined transaction was in JUNE as I was attempting to buy gas. My card was declined at the pump. I had ATTEMPTED to use it several times over the past few months ALL decline, I only try to use it to see if it's been reactivated yet, it's never been an issue enough for me to contact First Progress.
      2a) When I DO TRY to contact First Progress, they have only an automated phone line with limited options and absolutely no help. On their "CONTACT US" section of their site, they only have an address listed with a comment that says "FOR CORRESPONDENCE WRITE TO: ..."
3) I never made an attempt to spend $****.00 on my card, my total tuition for Fall 2014 is $****.00, I was attempting to make a payment of $120.00 FROM MY CARD TO MY TUITION... They are incorrect again.

In order for me to accept the response from First Progress, I need the following:

1) I need my Card REINSTATED
2) I need my refund for my $67.xx overpayment sent to my correct address
3) I need them to acknowledge that they had my original address on file and apologize for trying to lie to me and keep my money, how else would I have gotten my card in the first place?

Regards,

**** *******

Business Response:

August 19, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your follow-up correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry that Mr. ******* was dissatisfied with our previous response.  All correspondence and statements prior to August 7, 2014 were sent to the address provided on Mr. ********* application, **** **** ******** ***** *** **** Louisville, KY 40*********  Mr. ******* did not provide us with his apartment number at any time prior to his complaint dated August 6, 2014.  First Progress cannot explain why his local post office delivered his card and fist statements, but then began returning his mail to us as undeliverable on March 5, 2014.  Mr. ******* would need to contact his local post office on that matter.

If Mr. ******* did not attempt to make a transaction in the amount of $****.00,  yet his school did try to obtain an authorization in that amount on August 6, he will need to contact his school to inquire why they attempted an amount more than the $120.00 he states he was attempting to make a payment for.

Mr. ********* account has been reinstated, with a credit limit of $300.00, which he has been able to use successfully since August 7.  If there are any additional questions, **** ******* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

v

8/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I CLOSED MY ACCOUNT 7/5/2014 because of so many problems. I AM A ARMY VETERAN DIVORCED TRYIN TO BUILD MY CREDIT SCORE TO BUY A HOME, THIS PROCESS HAS BEEN VERY DEPRESSING AND A NIGHTMARE. THE FIRST COUPLE MONTHS I HAD NO PROBLEM LOGGING IN ON THE WEB SITE. THE THIRD MONTH PROBLEMS LOGGIN ON I CALLED THEIR PHONE NUMBER, VERY HARD TO GET THRU, I TOLD THEM ABOUT PROBLEMS LOGGING ON & WAS TOLD THEY WOULD RESET MY PASSWORD,I TRYED TO PAY ON THE PHONE, WAS TOLD ITS CHEAPER AND FASTER TO PAY ONLINE &IT WOULDN'T AFFECT MY CREDIT SCORE,BECAUSE NOW ITS LATE. OR BE CHARGED A LATE FEE. THAT WAS THE BEGINNING OF LATE CHARGES, AND NOT BEING ABLE TO LOG ON. WHEN I DID GET ON I PAYED. MY ANK STATEMENT AND REFERANCES SHOW I PAYED EVERY MONTH, I ALSO MADE 300.00 PAYMENT AND SOME 70.00 PAYMENTS & I USED THE CARD 3OR 4 TIMES.

Desired Settlement: IWANT MY 500.00 DEPOSIT BACK. PLUS ALL THE ILLEGAL LATE PAYMENTS, AND ANYTHING NEGATIVE FROM THIS CARD REMOVED FROM MY CREDIT REPORT.AND CLOSED. I WANT THERE TO BE AN INVESTIGATION INTO THE FRADULANT ACTIVITIES AND SCAMS FROM THIS COMPANY.

Business Response:

August 15, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      Cheryl Kato

            Case No.:  10171024

Dear Rosemarie Cook:

We are in receipt of your correspondence on behalf of ****** ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. **** successfully scheduled payments on our website in December 2013, January 2014 and February 2014.  On March 13, 2014, Ms. **** scheduled her payment in the amount of 70.00, however the bank account information that she provided was invalid.  The issuing bank rejected the payment for “No account/Unable to locate account”. 

Ms. Kato was also successfully able to schedule payments on our website on April 4, May 17, June 17 and July 6.  These payments were also rejected by the issuing bank for “No account/Unable to locate account”.  When a cardholder submits a payment on our website, the cardholder is responsible for keying in the bank account information and verifying it to their bank account information (matching the account number and routing number that appear at the bottom of a check).  When submitting the payments, Ms. **** has acknowledged that she verified the information she was submitting was correct.  Upon 5 consecutive returned payments, we are not able to allow Ms. **** to submit payments via our website any longer.  If her bank account information is correct, she will need to contact the issuing bank as to why they are rejecting payments that she has attempted to initiate electronically.

Ms. *****s account was closed at her requested on August 4, 2014, and the security deposit of $500.00 was refunded as a credit to her account.  There is a remaining balance due of $13.28, by September 1, 2014.  

If there are any additional questions, Ms. **** may contact our Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

  ***** ********

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ****  This is one of many reference I received that payment went through. I want THIS REMOVED FROM MY CREDIT AND CREDIT REPORT I ALSO WANT A LETTER REMOVING THIS FROM MY CREDIT REPORT. This experience has been very stressful, & Depressing. As I told you I am a service-connected Disabled Veteran.

8/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I do NOT appreciate a company demanding my drivers license to verify my identity when they already have my social security number to open an account with them. I want my deposit back AND I want it back NOW! It's a digital era and there is NO good reason it should take longer than a day!

Desired Settlement: My $300 dollar deposit.

Business Response:

August 1, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ********

            Case No.:  ********

Dear ********* *****  

We are in receipt of your correspondence on behalf of ******* *********  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

******* ********* applied for a First Progress account on July 19, 2014 through www.firstprogress.com. During the application process, there was a discrepancy when it came to ******* ********** address. *** ******** submitted her application with the address; ** ******** ******* *********** ** ******  Unfortunately, the address did not match the records of the credit bureau reporting agency. As Federal law requires banks to verify the identity of each person who opens an account, we were obliged to request additional information in regard to *** ********** application.

On July 30, 2014, Ms. ******** called our customer service department requesting for a refund of her deposit. As of July 30, 2014 we have withdrawn Ms. ********** application and refunded the security deposit in full to her MasterCard ending in ****.

We regret that Ms. ********* was dissatisfied but hope this successfully resolves the situation.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had decided to terminate my agreement with First Progress to provide a secured credit card. Upon this decision, I researched the First Progress CARDHOLDER AGREEMENT to be sure that I submitted written notice of my intent to terminate in the proper manner described in the agreement. - April 22, 2014 a written notice with intent to terminate my account was sent to First Progress. Given some time I was expecting to have the funds of $350 used to secure the credit card returned/refunded.- Still with no refund or response, on approx June 10th I made a phone call to First Progress to follow up up my mailed notice of intent to terminate. My response from customer service was that my termination letter was recieved and that it may take up to 70 days to have the money refunded.- Allowing more time and still not recieving the refunded money, I placed another phone call to First Progress customer on approx Wednesday July 16th. On this call I was told that there was no notice received from me regarding closing the account and that they would need a letter stating such from me and once received it would take up to 70 days to return my funds.- I asked to speak with a supervisor, which turned out to be **** *******. After reviewing everything that took place Mr. ******* closed the account for me over the phone and ensured that by that following Friday the 18th, or by the latest Monday the 21st of July, a check would be on it's way to return my funds of $350. - Asking Mr. ******* if I can expect to have the funds in my hands within the next week by Friday the 25th of July, he said it will arrive before then. It is now Friday the 25th - I have not received my funds as ensured I would which is why a complaint is being submitted with the BBB as I told Mr. ******* I would if I had not received my funds.

Desired Settlement: Immediate return of my funds of $350

Business Response:

July 29, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** *****. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ***** states he sent a written account closure request on April 22, 2014. We have reviewed our records, but we were unable to locate any written correspondence received from Mr. *****. We were also unable to locate a record of Mr. ***** calling on June 10, 2014 to follow up on his account closure request. Calls are recorded for quality assurance and other purposes.

We do have record of Mr. *****’s request to close his account on July 16, 2014 with our Customer Service Department. At this time, Mr. ***** was advised it may take up to 70 days to receive a refund of his security deposit, to allow for any pending transactions to post to the account. However, Mr. ***** requested an expedited credit balance refund check from *** *******, our customer service supervisor.

Our record of Mr. *****’s call entirely supports his statement that he was promised an expedited refund. Unfortunately, Mr. ******* left of vacation before he completed the task. We apologize for the failure to follow up.

On July 28, 2014 a credit balance refund in the amount of $350.00 was issued and mailed to Mr. *****, to the address on file and on the complaint, **** * ********** *** ***** ******* ** **********. Mr. ***** should receive the check within 7-10 business days.

If there are any additional questions, ****** ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

8/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On ****** ** ****, I called to First Progress and spoke with ******* concerning where my card was in the process. She then told me that it was shipped out on **** *** **** and that I should have received it by now. She then told me that supervisor **** would escalate my refund and I would receive my refund with 1 business day. At the end of the call I told her that I would wait and see if anything came, but after reconsideration I called back on ****** ** **** and spoke with a male representative. This male provoked me and even went as far as laughing in my face when I told him I wanted a refund after the card did not show up on ****** ** ****. I am displeased with First Progress Card and have decided to go with **** *** ******* ****** card. I will not refer any friends or family to First Progress.

Desired Settlement: I would like my refund owed to my of $319. 95 immediately.

Business Response:

August 5, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

*** ******* account was opened on **** *** ***** and his ***** ******** card was mailed to him at the address listed on his application: ******** ***** *** ***** *** ** **** ****** ** *****. Our records indicate that on ****** ** ****, *** ***** made his first call to our customer service department and requested to have the address on his account updated to the one listed on his complaint; ****** ****** ***** ******** ** *****, and requested that the account be closed and the security deposit be refunded in full. On the second call that day, our records indicate that he spoke to our representative *******; where he requested to have a new card mailed to his new address.

*** ***** referred specifically to his call with our male representative on ****** ** ****. As ***** ******** calls are recorded for quality assurance and other purposes, we pulled the recording of the call with our representative, ******** on that date. While the refund of all moneys paid by *** ***** had been submitted to be returned to his ******Card ending in **** on ****** *, as the result of his first call, and then cancelled as the result of his second call, this does not remove our responsibility to answer his questions in a prompt and courteous manner. After review, we agree that ******** did not conduct this call at the highest standards of professionalism we seek for ***** ********, and as a result he no longer works with us.

*** ******* $319.95 was refunded in full to his ********** ending in **** on ****** ** ****. Nevertheless, we apologize for the rudeness he experienced on his call from ******* ***. We hope to serve our customers better in the future.

If there are any additional questions, ******* ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

***** ********

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  While I admit my statements were inconsistent after speaking with the male representative ultimately led to the change of heart. I hope to do business again with First Progress one in the future. 

Regards,

******* *****

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened an account with First Progress in June 2014. On June 30 the account was approved and I was sent the credit card. I decided not to use the card and cut it in half and returned it to First Progress with a letter requesting my deposit be returned. The card was never activated. To date, I have had no response from First Progress by email or US mail to acknowledge receipt of the card or that they have closed my account. Repeated calls to their customer service number, 1-888-403-4783, give the message, "You have reached customer service for First Progress. There is no one available to take your call." There is no option for leaving a voicemail and the company has no email address or option on the website to contact them. I believe this company to be a scam and will report this to the Georgia state attorney general as well as the Synovus Bank.

Desired Settlement: I want my money returned and I want any mention of First Progress removed from my credit history.

Business Response:

July 23, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ********* *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ********* *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

********* ***** applied for a First Progress account on June 26, 2014 at www.firstprogress.com. On June 30, 2014, the account was approved and a card was issued to **** ******** ****  **** ** *********** ** ***********  The account was closed on July 23, 2014 and an account closure confirmation letter was issued. We have also made a full refund to ********* *****’s MasterCard ending in 9333.

We are uncertain as to where Ms. ***** obtained the telephone number ###-###-####, which is a telephone number formerly, but not currently, listed on the First Progress website. The actual First Progress customer service toll-free number is on the back of every First Progress card and the front of every First Progress statement.

If there are any additional questions, ********* ***** may contact Customer Service Department at ###-###-#### during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1. I received an e-mail shortly after filing this complaint today, indicating that a refund has been issued to my account.  As of this moment, the money is NOT in my account and there are no pending deposits according to my bank.

2. I didn't appreciate the tone of the business letter.  The customer service number I called I had to HUNT for on the internet.  There is no number currently listed on their website and since I didn't have the card (I returned it, remember)  I had no other option for contact except snail mail.  This is one of the reasons I decided not to deal with this company.

3. The business did not address credit bureau reporting.  I would like any activity from First Progress removed from my credit history, specifically Experian. 
Regards,

********* *****

Business Response:

July 25, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ********* *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your follow up correspondence on behalf of ********* *****. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. *****’s security deposit was refunded in full on July 23, 2014, as we previously stated. We have attached a copy of the transaction record with her bank. In the complaint, Ms. ***** also stated that she failed to receive a response to her letter. We have also attached a copy of Ms. *****’s letter, with the postmark clearly showing the date July 18, 2014. We find that Ms. *****’s written request for a refund was in fact promptly responded to.

Unfortunately, we are unable to fulfill Ms. *****’s request to amend her credit files. Under the provision of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. As Ms. ***** did indeed apply and open a First Progress account, the information was accurate as furnished.

Ms. ***** states that she does not appreciate the tone of First Progress’s response. The sentiment is reciprocated. Ms. ***** applied for the First Progress card at no cost to her, and when she decided that she no longer wanted the card, she received a refund in full within one week of her postmarked request. Meanwhile, First Progress has incurred all the costs of processing her application, account opening materials, payment, refund, and correspondence. We do not see what grounds Ms. ***** has for complaint, and remain proud of the service provided to tens of thousands of customers daily.

We regret that Ms. ***** was dissatisfied but hope this successfully resolves the situation.

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Approximately in January 2014 I applied for a first progress card online I. Efforts to rebuild my credit worthiness. I was told via online by the First Progress terms and conditions that I needed to first pay a $500.00 deposit and also I was not instant approval and if approved I would receive my card in 45-60 days. I never received the card. I looked at my credit report months later and saw the late payment inquiries on my report by first progress. I was totally confused as I had never received a credit card. I tried contacting them via online but you have to know your acct number and due to the fact I never received anything from First Progress there was no way of accessing my account via their ONLY option which is online. I then contacted a friend who I knew owned a First Progress card and asked him for the phone number on the back of his card. That's my first issue why is it virtually impossible to contact these people. Lastly I spoke with ****** a rep of First progress she acknowledged that the card was never activated or used and that she was sorry for my troubles. She informed me on 07/10/2014 @ 5:42pm that I couldn't speak to management because they were busy. She also said I have a refund over $300 that I should be receiving. I am totally disappointed to find that an account I secured with money reported negative marks on my credit and the acct was closed. I never revived one statement or card from this company.

Desired Settlement: I want my acct back active and I want the card I ordered along with those negative marks removed.

Business Response:

July 17, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

****** ****** applied for a First Progress account on January 17, 2014 at www.firstprogress.com. The address listed on the application was **** * ******* ******** ** *****. However, we note that the address listed on the complaint is **** ******* ******** ** *****.

On January 20, 2014, the account was opened and the card was mailed to the **** * ******* ******** ** *****, as indicated on the application. To date, neither the card nor the statement dated January 22, February 22, March 22, April 22, May 22 and June 22, have been returned to us by the US Postal Service.

We received a credit dispute verification form from Equifax dated April 11, 2014 on behalf of ****** ******, disputing the First Progress tradeline on the credit reporting agency file as “Not his/hers.” First Progress responded to this dispute with the citation of the account opened pursuant to the application.

As a courtesy, we have waived all the late fees incurred by this account, totaling $130.00. These credits will appear on the statement dated July 22, 2014. After closure, and crediting of the security deposit, the account was reported current on June 23, 2014 to all three credit reporting agencies. Unfortunately, we are unable to change the historical reporting of this account, or to reopen it.

The credit balance remaining on the account, totaling $471.00 will be provided back to ****** ****** via a credit balance refund check to the address of the complaint; **** ******* ******** ** **********, on July 23, 2014. If ****** ****** has moved to a different address, please contact Customer Service at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

We are sorry we were not able to better serve ****** ****** as a customer.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid my bill on July 3, 2014 in the amount of $359.50 which $349.50 was due. My account is not due until July 19, 2014. In my Chase bank account, July 7, 2014 is when the amount was posted to my account. On July 3rd, 2014 it was posted to First Progress account. Nowhere online or automated phone service do First Progress specicify that my account is pending or still processing status. I called and no one is able to release my available credit which is $300.00. Im told over the phone that it is still being processed and it will be available on July 13, 2014. When I asked to speak to someone else, I was hung up on, disrespected, and no help with customer service. I called several times and still no help. This company is rude and is not out to help you. They take your money and use excuses to not give it back.

Desired Settlement: I would like my money available before 7/13/2014 or a full refund of my deposit and the bill money i paid. Which is $300 deposit and $359.50 for my bill. Thank you

Business Response:

July 16, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Upon first use of his First Progress Credit Card, ***** ****** agreed to the terms disclosed in the Cardholder Agreement, which clearly state, “A deposit will not be reflected in your Deposit Account until we are assured that the deposit has not been dishonored. This payment hold may take up to ten (10) days”.  A hold for up to 10 days is due to verification of the funds availability from the account used for payment.  ***** ******’s payment was processed via our customer service department on July 3, 2014, with an effective date of July 3, 2014.  While the payment was posted and credited to the account immediately upon processing on July 3, 2014, a hold was automatically placed on the amount of $359.50 until we are certain that the funds will be honored by ***** ******’s bank.  Payments are posted immediately upon receipt; however, as stated in the agreement, we do place a hold on the availability of the funds for verification from the bank on which the payment is drawn.  No payment hold applies to payments initiated at the customer’s financial institution and paid to First Progress electronically.

Our records indicate that ***** ****** made several calls regarding this issue, but do not show that our representatives disconnected any of them.  Nevertheless, we are sorry when a customer feels that they were not treated with respect, and hope to do better in future.

We see that ***** ****** has used the card at several locations since the payment hold ended on July 11, 2014.  If there are any additional questions, ***** ****** may contact Customer Service Department at ###-###-#### during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called into their customer service on 7/7/2014 to make a payment of 190.00 plus a 10.00 processing fee. I advised the customer service rep that I would like the payment to come out of a certain checking account. I let her know that the checking account on file was not the account i wanted to use. She assured me that she used my alternate account. On 7/8/14 i found out that she use my old checking account ending in 9275 instead of the new one i gave her ending in 437. This caused my mortgage payment of 2000.00 to go NSF. It also caused me an NSF fee with my mortgage company , a late fee with my mortgage company and also this will impacted my credit with a negative reporting.

Desired Settlement: I would like to be refunded all the fees connected to First progress mistake in payment $36.00--Bank NSF fee$45.00--Mortgage Company NSF fee$98.00--Late payment fee from Mortgage company.( mortgage was due by 7th mortgage payment was reversed on the 8th)$10.00--First progress payment processing fee_________________________Total $189.00 Also some letter explaining the mistake to my mortgage company because this will seriously impact my credit score when it shows a late payment.

Business Response:

July 14, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Our investigation has found that Ms. ******** indeed provided a different bank account number than she had used for previous payments during her call on June 7, 2014, but due to an error by our customer service representative, the payment was initiated to the account used previously, not the account Ms. ******** had specified. We apologize unreservedly, and have taken the following actions:

1)      As Ms. ******** has requested in her Desired Settlement, we have credited her First Progress account for all the fees she has incurred, both with us and with other entities, totaling $189.00, effective July 10.

2)      This letter should serve as notice to Ms. ********’s mortgage company, bank, or any other entity that payments drawn on Ms. ********’s account ending in 9275 on or immediately after July 7, 2014 that were dishonored due to insufficient funds should not be held against her or her credit standing, as they were the result of this error by First Progress.

3)      If Ms. ******** still requests a separate letter be sent to her mortgage company, we will be happy to provide one to which name and address she would request.

We are very sorry to have put Ms. ******** to this inconvenience. If she has any further questions, she may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time, and ask for either *** or ****, supervisors who stand ready to hear from her. We hope that we will be of better service in the future.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The website for the first progress card will not let me log in in order to pay my bill. When I tried to setup my account I got to about the third page and it asked me for my security pass phrase, (typically my mothers maiden name), I have no idea what the pass phrase is and don't remember setting one up. For some reason after the third try I got kicked back out to the first account setup screen, and when I tried to start over the site said I had created an account and asked me for the password and username I made. I never got that far in the account setup, I don't know why it is so hard to log in to pay my bill. After that it locked the account for 24 hours, I don't see how that helps anything. I got this card to build my credit and now my payments late and my credit score is being negatively affected. There are no customer service numbers on their page, only an address to hand-mail letters. The contact us part of the website takes me to the log in page I am having problems with. I had to search on Google for their phone numbers and found two that rang and then hang up on me. When I finally found a working number it was from the BBB website and by that time First Progress had already closed for the day. This has been a horrible experience, all I have been trying to do for the last hour is to set up my account so I can log in and pay my card, and this company has made it impossible and provided no customer service. On their page they have pictures of people with headsets, presumably working in a call center, why then does their contact page only have an address for snail mail? What kind of company can only be contacted through hand written letters? This company is ridiculous for making things so inconvenient for customers and I do not appreciate it. - ****** ***********

Desired Settlement: I want someone from First Progress to call me, on my cell phone; ###-###-####. I want them to help me get my account set it up so that I can just go online and pay my bill on time. I don't want to be charged late fees and have my credit score negatively affected just because their site won't let me into my account, and they have made it difficult to contact their company.

Business Response:

July 14, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ***********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ***********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We note that a payment of $186.94 was received and posted to the account on July 4, 2014. We called Mr. *********** at ###-###-####, as he requested in his complaint, on July 10 before 5 pm Eastern Time. Unfortunately, we were unable to reach Mr. ***********, a voicemail was left with a supervisor’s name and phone number, who can assist him further as needed.

We note that the complaint has a completely different address from the account, and can help him update the address on the account if needed. If Mr. ***********, needs reminding as to his security passphrase, we can remind him of what he selected on his application, as we previously assisted per our records in March 2014. Our records also indicate that he created an online login on April 30, 2014, but that was for the card he lost in May 2014. Mr. *********** online account has now been reset, so he will need to create a new login using the “first time login” procedures on the website

If there are any additional questions, ****** *********** may contact Customer Service Department at ###-###-#### during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I completed an online application and electronically deposited $1000 in to my card account and was sent a confirmation email on June 4, 2014 stating I would be getting my credit card in 7 - 10 days. I realized I had not gotten the card and contacted them via phone today, July 9, 2014. At that time I was transferred to a few people and finally was told that a letter was sent to my home stating I needed to verify my identity. I never got that letter and cannot understand why they did not contact me via email or phone call since that is how we had communicated in the past. After I answered several questions, name, address, social security number, date of birth, I was asked to give them another address I had lived at recently. Since I have lived at this address for a number of years I did not have one. After too much time on the phone I asked that my $1000 deposit be put back in to my bank account. I was then told it would be 3 weeks or more for that to happen. After reading all the complaints on here I wonder if I will ever get my deposit back and am very upset.

Desired Settlement: I would like my $1000 deposited back in to my bank account in a timely manner. They have had these funds and are collecting interest on them for over 1 month already.

Business Response:

July 16, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ********* ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ********* ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. ******** applied for a First Progress account on June 4, 2014 at www.firstprogress.com  Federal law requires that we verify the identity of applicants prior to opening an account, and the application therefore states that:

What this means for you: When you open an account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver’s license or other identifying documents.

On June 11, 2014, a letter was mailed to Ms. ******** via USPS, asking her to provide documentation to verify her identity in order for us to be able to open an account.  The letter was sent to the physical address provided on her application, namely **** ********* ****** ******** **  ****** the same address as on the complaint. To date, the letter has not been returned to us by the US Postal Service; therefore we had no reason to suspect she had not received the letter requiring the additional documentation.

Our records indicate an email was sent to Ms. ******** at **********************m , the email address provided on her application and on her complaint, confirming her application on June 4. This email stated that “If approved, you should receive your new credit card within 7 to 10 days.” The “if approved” language is in place specifically to account for the verification procedures required to satisfy federal law. A subsequent email on June 5, 2014 notified Ms. ******** that “Your application status has been updated,” and provided a link to a secure website where she could find out more specifically the issue with the application and the steps required.

Our records indicate that Ms. ******** called in July 10, 2014 and was informed of the documents required. Rather than provide these, she requested a refund of her security deposit. On July 15, 2014, a refund of $1000.00 was processed to the Visa card used for the security deposit.

We are sorry that we were not able to open an account for Ms. ********. If there are any additional questions, ********* ******** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is now July 17th and my bank (where the money initially was taken from for this credit card) has not received any notification that funds will be transferred back in to the account.  This was as of 12:00 p.m. PDT.

Regards,

********* ********

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my First Progress credit card in the mail when I got home from work. The paper the credit card is glued to states: "Activate Your New Card Right Now! Call 1-866-706-3584 24 hours a day, 7 days a week. The exact "Account Number" is printed on that paper also. When I attempted to activate the First Progress credit card, the automated system asked me to enter the last 4 digits of the "Account Number." The automated system said, "The information entered was invalid." I don't know how, it's the same number on that paper and on the card. The automated system asked me to enter the last 4 of my SSN. The automated system says, "Please hold while I obtain your account information. Please hold while we activate your account. We are unable to activate your account at this time. Our call center is closed at this time. Please call back during normal business hours M-F 9a-9p EST. Sat. 9a-5p EST." After attempting this 3 times, I called the number on the back of the card 1-866-706-5543 and press the option for a stolen card because I felt like my money was stolen. This isn't the bank's money. This is a secured credit card and that is my money on the card that I cannot use so to me, until I can access the money on this card, it's stolen. The live operator would only offer to reconnect me to the automated activation system that is actually not 24/7 as this written document provided by First Progress falsely states. I live in Hawaii which is hours behind other states, but this paper says I can activate my card 24/7! Clearly, I cannot. A new customer should not have to go through this. Especially not with a financial institution holding any amount of the customer's money. I did my part to qualify for this card. First Progress needs to do their part to not make it so difficult for me to use the card I waited 9 days for and invested more than a few hundred dollars in.

Desired Settlement: First Progress needs to:1. Refund the $39 "Annual Fee" charged to my credit card account and credit that amount back to my credit card account.2. Automatically approve me for an unsecured credit card with no fees or charges added on as a sign of good faith on their part for all the stress I went through.

Business Response:

June 30, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ***********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* ***********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On June 26, 2014, ******* *********** spoke to our Customer Service Department to activate her new card. At that time, ******* *********** was advised that her earlier attempt to activate her card through our automated system was successful. Per review of the account, ******* *********** has since successfully made purchases using the card.

We apologize for any confusion our automated system may have caused.  We would like to clarify that our automated system is indeed available 24 hours a day 7 days a week. If there are any additional questions, ******* *********** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Numerous problems with First Progress, including:(1) First and foremost, that I am unable to reach them by phone. I have called several times today and, after going through several prompts, entering my account #, and listening to hold music, I hear a robot say, "Goodbye," and then am disconnected. I tried five times today. This has happened to me on other days as well, but I am usually able to get through after several attempts; today, I couldn't get through at all. Thus, I am unable to resolve any issues by phone or receive any customer service. Because of this I want my account to be closed.(2) On June 06, 2014, I requested a refund of $19.95 for an "expedited processing fee," in writing, because I was told I had to write a letter to the correspondence address. However, I have not received a reply. In the letter, I noted that the website promises: We offer an optional Expedited Processing Service for $19.95."I wrote: "However, is has come to my attention that Expedited Processing is, in fact, not at least 7 days faster, so the statement on the website is not factually correct. The expedited time is 3-5 business days, according to Customer Service. While there are some possible scenarios within these ranges that could be seven days faster or more, there are also scenarios in which it would not be. For example, three business days is only six days shorter than seven business days (when adding a two-day weekend; ie - 7 days + 2 day weekend = 9 days - 3 days = 6 days)... It took quite some time for me to receive my card and does not appear to have been seven days faster. It appears to have taken three business days, which again, is not a full seven days faster than the seven business days that it could have taken under the non-expedited option. I applied on May 26, was approved on May 29, but did not receive the card until June 05, 2014."I don't think it's fair that the bank should keep my annual fee, which I just paid, when they're not providing basic customer service.

Desired Settlement: 1. Immediate refund of $19.95 paid for "expedited processing" that wasn't expedited.2. Immediate refund of $39 annual fee paid last month for customer service that isn't being provided - they keep disconnecting my calls.3. Immediate refund of $300 security deposit. I should not have to wait the usual several week period, because it's not my fault that I have to close my account and find a better secured card bank that actually answers the telephone.4. Immediate closure of my account.

Business Response:

July 9, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* *********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

As per the application submitted by ******* *********, at www.firstprogress.com, there is an optional $19.95 fee for expedited processing of the credit application, which normally can take up to three weeks.  Selecting the expedited processing option can reduce the processing time of the application by at least 7 days.

******* *********’s application was submitted online on May 27, 2014 at 1:36am Eastern Time.  It was approved on May 28, 2014 and a card mailed to the address specified on the application, 1705 W. 10th Ave., Apt 3; which we note is different from the address on the complaint. This was in fact at least 7 days faster than the promised three week processing time. As stated by Mr. *********, the card was received on June 5, 2014

According to our records, Mr. ********* used the card on 5 different occasions, most recently on July 4, after activating the card. We are not aware of any inability to reach our Customer Service department, which handles hundreds of calls each business day, during this time period.

We nonetheless appreciate that Mr. ********* is dissatisfied in the First Progress Card. As a courtesy, we would therefore refund 1) Mr. *********’s account for the $39 annual fee and 2) refund the $19.95 fee paid at the time of his application. We will also close his account and credit him for the security deposit paid. After accounting for the purchases made, the remaining credit balance will be mailed in a check to Mr. ********* at his address now listed, *** ** *** **** *** *** ******* ** *********** unless directed to the contrary.

We are sorry that the First Progress Card did not satisfy Mr. *********. If there are any additional questions, ******* ********* may contact Customer Service Department at ###-###-#### during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.

First Progress is correct in noting that I have a new address.  I was unable to provide them directly with said address because, as I stated, I could not get through on the phone lines.

I am happy with the refunds, and would like to know when they plan to put the check in the mail, and well as when the credit for 19.95 will be processed for my debit card.

Also, I would note that the information about the time frames for the expedited processing fee are different from what is online and what I was told over the phone (when I could get through).  Those time frames are noted in my complaint and in the letter attachment.  I believe they should be concerned about wanting to provide potential customers with correct information about their so-called expedited services and the benefits, if any, associated with them.

Finally, I am disappointed that they are saying they do not know anything about problems with their phone systems.  It happened to me on several occasions that I was disconnected, as I noted.  I am happy to provide phone logs, and I would hope they would look into the problem, perhaps by doing some test calls or by surveying their cardholders.  Also, because I had to verify my account through the automated system, there should be records of every time I called on their end, to match my phone records.  I would not have closed the account if it had not been for the problems with the phone lines.  Rather than denying the problem, I would hope they would look into it and resolve the matter.

If you could please let me know when the check will be mailed, and the debit card refund processed.  Thank you,

Regards,

******* *********

7/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I closed my account and I am supposed to be receiving a credit refund in the amount of $462.37 it has been over 30 days and I still haven't received anything.

Desired Settlement: I just want my refund issued to me it is money owed to me.

Business Response:

July 9, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

A payment was received from Mr. ***** on March 21, 2014 in the amount of $427.99.  Unfortunately, this payment was dishonored by Mr. *****’s bank on April 23, 2014 as having been “unauthorized”.  As a result, we requested verification documents from Mr. ***** on April 25, 2014.  When these were not received, the account was closed on May 13, 2014.  After crediting the security deposit of $500.00, a balance outstanding remained on the account.

On June 5, a payment for $980.00 was received and posted to the account.  As specified in the Cardholder Agreement, a period of up to 10 weeks may be required to process a credit balance refund.

Upon receipt of a written request to expedite a refund, we will process the refund within 10 days. We have accepted this complaint as ***** *****’ written request to issue an expedited refund on his security deposit. On July 10, 2014 a credit balance refund in the amount of $462.37 was issued and mailed to Mr. *****, to the address on file and on the complaint, **** ******* **** *** ******** ** **********. Mr. ***** should receive the check within 7-10 business days.

If there are any additional questions, ***** ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress ***        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

7/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told that I can pay 29.95, and then I'll get my card & they will tell me my limit and if I get approved or not within a day. now they aren't giving me my card and telling me they aren't doing anything until I give them 300 dollar deposit. I have called and called and nobody is answering the phone, I have left voicemails and they won't call back . nobody will email me back either. this is a terrible Buisness to deal with and I want my 29.95 back from them so I can stop dealing with them. I would recommend any and everybody to stay away from this company.

Desired Settlement: I would like my 29.95 refunded.

Business Response:

July 2, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ********** *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ********** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ***** applied for the First Progress Card online on June 23, 2014, and selected our “fund later” option, which as disclosed was:

You have selected the Apply Now & Fund Later Option, allowing you to get a rapid credit decision and receive your card before providing the required security deposit. Note that there is a non-refundable fee of $29.95 for this service, which includes Expedited Processing of your application.”

You will be approved for the First Progress Platinum MasterCard Secured Credit Card with no minimum credit score and no credit history required, if that you are a US resident (excluding AR, IA, NY and WI), at least 18 years of age (19 in NE or AL), that you have not filed an active bankruptcy that has not yet been discharged by the court, and we are able to confirm your identity as required by the government for all credit card applications.

If you are approved we will mail you your card. In order to have your card activated and available for use, you must first provide funds for your security deposit in the amount of the credit limit. You will have up to 90 days from the date you applied to fund the required security deposit by electronic online bill-pay or by debit or prepaid card. You will then be able to use your card one business day after we receive your refundable security deposit.

Mr. ***** expressly authorized for the $29.95 fee at point of application.

The following box was then checked by the applicant:

Authorization


By checking this box, I sign and agree to authorize Synovus Bank (or its agent) to initiate this debit or prepaid transaction from the account listed above in the amount of $29.95. I hereby agree to be charged this amount as a non-refundable Apply Now & Fund Later Service fee.

On June 25, 2014, Mr. *****’s application was processed and a First Progress card mailed to his address on file, *** ***** ***** ********** ** **********. This card will be activated as soon as the security deposit Mr. ***** selected in his application ($300.00) is provided.

If there are any additional questions, ********** ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not received anything from first progress. I have emailed & called multiple times and have not gotten a response yet and it rings once and a recording says they cannot take my call. This is a terrible company, very very shady. I want my 29.95 back. I don't want to do business with a company that is like this. 

Regards,

********** *****


 

 

7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi,I'm ******, I was first progress Prepaid credit card customer since 2013. I took first Progress to improve my credit score. In march 2014 as i was going out of country for sometime, i called first progress on 24th and requested them to cancel the service and they took my contact address so as to send the balance amount of my prepaid account.In June I found out that my credit has suddenly dropped, when i checked i came to know that first progress has sent a negative report to credit Bureau that I'm not paying my credit bills.I called first progress customer care and inquired about it, they ware saying that I have not called the first progress customer care in march 2014 but to Dispute center, if it was not customer care then how did they update my address and WHY DID THEY NOT DIRECT ME TO CALL CUSTOMER CARE while I asked them to cancel my services ? they say that they don't have any records of my cancellation request. SINCE I TOOK MY CREDIT CARDS I NEVER MISSED ANY PAYMENT FOR MY CREDIT CARDS, First Progress, ******** or *******, I have every proof of it, then how can I miss two payments for the credit card knowing that it will effect my credit history.Plz help me in this regard.I hope BBB will surely look into this matter and settle my issue ASAP.Thanks !******

Desired Settlement: Plz look into this matter and make sure my account ******************* is closed as per my request in March 2014 and do the necessary corrections in order to bring back my credit history to normal without negative remark.I Believe BBB will surely look into this matter and settle my issue ASAP.Thanks !Joseph

Business Response:

 

 

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ****** .We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

****** ****** called and spoke to our Customer Service Department on February 28, 2014 and on March 3, 2014. Both calls consisted of ****** ******, inquiring about decreasing the account’s credit limit and how to close an account. ****** ****** was advised that we only allow an increase in the credit limit. He was also advised that an account closure request can be done by calling us; we would then close the account and use the deposit to cover the remaining balance, should he have one. A refund would then be issued to cover the difference; this process can take up to 70 days. Unfortunately, at no time did ****** ****** request to close his account, he only inquired about the procedure for an account closure and the approximate timeframe to receive a refund of the deposit.

On June 12, 2014, ****** ****** spoke to our Customer Service Department where we proceeded to close his account per his request. We would like to advise ****** ****** that he currently has a remaining balance on his account in the amount of $41.56. Unfortunately, we are unable to remove any negative reporting since we must report accurately to the credit bureaus. We apologize for any inconvenience this misunderstanding may have caused Joseph Joseph.

If there are any additional questions, ****** ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

What the Business said regarding the Call on 28th and March 3 2014 are correct, but they are not mentioning about the call i made on March 24 2014 wherein i requested for the account closure and they took my address so that they can send the balance amount if any, that is the day they have changed my address in their records, they can check their records and find out regarding it. The address has been changed, how come if i did not call them and told them how can they update my address in their records ? and Why they are not mentioning about the call I made on March 24th 2014 ? 

Now they ask me that I need to pay $41.56 and it is not their fault, paying $41.56 is not a issue but why should I pay when I'm not at default,  

How come they can treat their customer like this ? If someone is closing account does it mean that he will not get justice ?

After calling them in June I checked my first progress Account, and in April Statement they have changed my address, How did they change my address, if I did not call them closed my account and change my address for balance refund ?

I'm attaching my statements with previous and changed address after i called them in march 24th and gave my address to send refund balance after closing.

I don't agree that I have not placed a closing request and how did they change my address for any return of balance amount then.

I'm not satisfied with the business response.

Regards,

****** ******


 

 


 

Business Response:

June 30, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your follow up correspondence on behalf of ****** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

The original complaint as received did not reference a call from March 24, 2014. We have since retrieved and reviewed records of the call. It has been verified that Mr. ****** indeed requested for his account to be closed at that time. We have refunded in full the $41.56 in question, bringing the account balance to zero. This adjustment will be reflected on the statement dated July 4, 2014, for Mr. ****** to review. At that time, the credit history will be updated with all three credit reporting agencies to correctly reflect the payment history on this account.

We apologize for any inconvenience this may have caused Mr. ****** and we hope this satisfactorily resolved the issue. If there are any additional questions, ****** ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:


Hi BBB and First Progress,

I'm satisfied and accept the business response if First Progress makes all the corrections as mentioned in their response.

Thank you BBB for taking care and solving my issue, I'm really grateful to BBB.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ****************, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

 

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My payment amout due went up by 138.00 and my payment due date isnt till 6/19/14. I am not past due on my account. I called into customer service and a customer service rep named ***** on 6/17/2017 @7:18am MST and he was extremely rude and hung up the phonein my face. I was in no way being verbally abusive

Desired Settlement: written apology from customer service rep

Business Response:

June 19, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ******

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

******* ****** contacted our Customer Service Department on June 17, 2014. During the phone call, the customer service representative had difficulty hearing ******* ****** during the verification process. For this reason, the customer service representative proceeded to request for ******* ****** to repeat some of her responses. The call was then disconnected during the verification process by no fault of the representative.

First Progress strives to protect their customer’s personal information. We hope ******* ****** can keep in mind that we were doing our due diligence prior to releasing any confidential information.

If there are any additional questions, ******* ****** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I completed a application online with First Progress on April 7, 2014. I was charged a $300 deposit which I paid the same day April 7th. After waiting 6 weeks and never receiving the credit card I called up to cancel my account. I was told I needed to pay a $39 fee and a $25 late fee to close the account. I told the rep that I never received my card or activated it and refuse to pay for a service I did not receive. It is now June 10th and I still have no card and no refund of my $300. I will also be writing to the NY Attorney General's office to file a complaint with the CFPB.

Desired Settlement: My $300 security deposit needs to be returned

Business Response:

June 13, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ******

            Case No.: ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

***** ******’s first statement was returned to us, on May 14, 2014, by the US Post Office, with a USPS sticker indicating a forwarding address of **** * ********** **** *** ***** *** ****** ** **********. At that moment we proceeded to update ***** ******’s address and removing the previous address of **** ****** **** ***** *** ****** ** **********. ***** ******’s card and pin mailer were also returned to us by the US Post Office, on May 15, 2014, with a USPS sticker with a forwarding address.

On May 19, 2014, ***** ****** spoke to our Customer Service Department, where we were advised to update his address back to **** ****** **** ***** *** ****** ** ********** and reissue a new card and pin mailer. On May 23, 2013, ***** ****** called and requested to close his account. A full refund was issued on June 11, 2014 in the amount of $300.00 to his American Express card ending in ****.

We find it unfortunate that our relationship with ***** ****** was terminated. However, due to ***** ******’s actions, of providing the US Postal Service with a forwarding address, we were unable to avoid the tardy delivery of his card and correspondence. We hope ***** ****** finds another card more useful for his needs.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

v

6/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is a billing and a customer service issue. They will only take payments via my bank account number and routing number. They charge to take it. 10 dollars. It is the only pay option they offer. They do not send bills on time, in order to ensure that you will be delinquent, because heaven forbid that you try to rebuild your credit right? Then they lie to you over the phone about offering a bill pay system online which does not exist.

Desired Settlement: I want the account shut down and I want 300 dollars mailed to me in a check, which is the amount I paid to open the card and I will not pay them any further payments, for this is a scam. Once payment is recieved, I will destroy the card, for it is useless for rebuilding my credit.

Business Response:

June 10, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** *********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

First Progress accepts payments made by mail to the remittance address, PO Box 84019, Columbus, GA 31908-4019, never at any charge to our customer. First Progress also accepts ACH payments initiated by another financial institution, also as no charge to our customer. Only payments taken with the assistance of a live operator, as per the Cardholder Agreement and as disclosed during the call, are subject to the $10 fee.

We apologize for an inconvenience ****** ********* may be having with receiving his statement copies. The address we have on file is **** ******** ***** **** ********** ** **********. We advise ****** ********* to contact his local USPS office to inquire if there is an issue receiving mail on time. We also advise ****** ********* to sign up for our online services via www.firstprogress.com as an alternative method to keeping track of his account, including copies of all historical statements for his account.

If there are any additional questions, ****** ********* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** *********


 

 I need a way to be able to pay faster then just by mail or bank account. The transfer takes too long, therefore making me delinquent as well as I have only ever received one bill and it was late. There is no issue with mail delivery in my area. I need to server ties with this company as it is not accommodating enough for me.

Business Response:

June 16, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your follow up correspondence on behalf of ****** *********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Unfortunately, we are unable to provide any addition payment methods for ****** *********’s convenience. Once again, First Progress accepts payments made by mail to the remittance address, PO Box 84019, Columbus, GA 31908-4019, never at any charge to our customer. First Progress also accepts ACH payments initiated by another financial institution, also as no charge to our customer. Only payments taken with the assistance of a live operator, as per the Cardholder Agreement and as disclosed during the call, are subject to the $10 fee.

We find it that our payment methods are effective. However, if ****** ********* is not satisfied with our available payment options, he is more than welcomed to contact our Customer Service Department and close his account. We would be happy to process that request for him.

If there are any additional questions, ****** ********* may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

V

6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i never received my secured credit card or the $300 that was taken out of my account on 4/19. i want either the card or the $300 back asap. Store Purchase FIRST PROGR 888-403-4783 ************* - $300.00 April 19, 2014Transaction ID: *********** contacted them on 6/7/2014 and was told that they never received my deposit. i told them that they absolutely had received my deposit and that it was deducted from my checking but never refunded. they told me to fax the documentation to their office and they'd look into it.

Desired Settlement: i either want the card overnighted to me with my $300 balance on the card to: *** **** ** * *************** ** ***** or a full refund back to my american express card ending: *****

Business Response:

June 16, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *****

            Case No.: ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ******* *****. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On three different occasions an outbound call was made to verify ******* *****’s address. A call was made on April 29, 2014, April 30, 2014 and May 1, 2014.  On each occasion a message was left to ******* ***** to return our call. We also attempted to contact ******* ***** by sending a letter to her on May 2, 2014,  requesting documents to verify her address to; *** **** ** ****** ********** ** *****. Unfortunately, we were never able to get in touch with ******* *****. .As a result of not being able to verify ******* *****’s address we had to decline the application on June 6, 2014.

We weren’t able to get in touch with ******* *****, until June 9, 2014 when she contacted our Customer Service Department to inquire about her deposit. At that time we issued a request to refund ******* *****’s deposit. On June 10, 2014 a refund in the amount of $300.00 was issued to her American Express card ending in ****.

If there are any additional questions, ******* ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened up a secured credit card with a limit of $1,500.00 I used the credit card twice and made a full payment right after the use. I just attempted to use my card again after months of not using it and my transaction was declined, so I contacted First Progress customer service ( which is absolutely terrible) and the representitive that I spoke to informed me that my old address ( from 2 years ago) was still on the account which explains why I haven't received any statements, but I called First Progress right when I moved to inform them of my new address. The representitive also informed me that he cant not answer my questions or address my concerns about the $1,000.00 that has debited from my card with out my knowledge because his systems don't go back that far. I asked to speak to a supervisor and was told that the supervisor said that he can not help me and that he will just add this on his "to do list" and call me back if he can find some answers. I am very dissapointed in the awful customer service and extremely frustrated that no one can tell me what happened to my $1,000.00. They do not have their corproate office's contact info on the website just a P.O Box address which is totally useless. I need answers and no one at First Progress willing to help.

Desired Settlement: I would like the full amount in which I secured my credit card with which was $1,500.00 back on the card or a check mailed to me ASAP.

Business Response:

June 10, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ***********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** ***********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

***** ***********’s account was closed on June 4, 2013. A credit balance refund check in the amount of $573.04 was later mailed on August 27, 2013 to the following address; ** ********* ****** **** *** ***** ** **********. The credit balance refund check was returned to us by the US Post Office on September 23, 2013.An outbound call was made to ***** *********** on October 22, 2013, in regards to the returned credit balance refund check. Unfortunately, there was no answer but a message was left to return our call. A new credit balance refund check was issued on November 5, 2013 in the amount of $573.04.

Attached, we provided a copy of both June and July 2013 statements, where it reflects that the account was past due. On June 09, 2014, ***** *********** spoke to one of our customer service agents, who assisted by updating the address on file to ** **** ******** *** **** **** *** ***** ** **********. We will issue the credit balance refund check for a third time on June 12, 2014 to the updated address.

If there are any additional questions, ***** *********** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: after setting up my $300 deposit with first progress credit card. They took my deposit, then charged me a fee before payments were processed. After contacting customer service I spoke with a representative who deliberately hung up the phone after being asked why am I being charged and that I would like a refund. I contacted them back toll free, and email several times and they still have not replied back. Please help and assist me.

Desired Settlement: My refund back in full payment. I would like that this company be recognized for its unprofessional and lack of customer appreciation.

Business Response:

June 5, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

As per the terms disclosed at the time of application as well as the Cardholder Agreement, “The initial Annual Fee of $44 will be billed to your Account following Card issuance and will appear on your monthly billing statement”. 

On June 5, 2014, ****** ******** spoke with a customer service agent in regards to his account balance. Unfortunately, the phone connection was breaking up and resulting in a call drop. We apologize for any inconvenience.

If there are any additional questions, ****** ******** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to use my credit card last week and was denied to "not enough funds" I keep track of how much I spend on that credit card. I was embarrassed because my card was declined. I was supposed to have $268.77 of available credit.I call in and it says my available balance is only $51.94. I put down $500 for this secured credit card and paid the annual fee on top of that money I put down. My credit limit is supposed to be $500. They are supposed to report it to the credit bureaus to help build up my credit. My payments are up to date. I need to have the full $500 back, if there is going to continue to be issues with me using my full credit limit, which I am entitled to. I try calling and can't get through to anyone. This is a real problem. I count on this card & sometimes only have this and not my debit card with me to make payments.

Desired Settlement: I need a full refund of my $500 deposit immediately if there is going to continue to be unprofessional issues with this credit card & if they can't resolve the current issue. You're holding my money since this is a secure card and my social security card information, and the lack of professionalism & accuracy makes me scared to increase or keep the card with you guys. Please contact me for a solution immediately.

Business Response:

June 5, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *****

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ***** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We have investigated the circumstances of Ms. *****’s denied authorization.  On May 27, 2014 at 3:50pm, the merchant “LASC Traffic” requested through the MasterCard system for $172.00 and this authorization was approved.  However, a minute later at 3:51pm they requested a second authorization of the same amount.  This second authorization could not be approved, since $172.00 of the available credit had already been consumed by the previous authorization. Ms. *****’s next monthly payment was received on June 03, 2014 in the amount of $231.23.  The $172.00 authorization obtained by “LASC Traffic” remains valid until the merchant removes it or posts a transaction, as per MasterCard regulations.

If there are any additional questions, ***** ***** may contact Customer Service Department at (866) 706-5543 during our hours of Monday to Friday, 9 am to 9 pm Eastern Time, or Saturday, 9 am to 5 pm Eastern Time.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called into their customers service department, and asked about the quickest way to add money to my credit card. I was told to go to Money Grams given a 5 digit code and they would have the money within 24 hours as long as it was paid by 11:59 CST. It was sent at 6:42 CST on 5/29/14. I called in on 5/30/14 to make sure the payment was received and was told it was not received as of yet. And if I could fax in the receipt it could speed up the process. I faxed in the receipt waited a while and called to make sure it had been received. I was then put on hold and the agent came back and I was told the payment was a next day payment and not a same day payment and it could take as long as until Tuesday 06/03/14 to reach my credit card. I then said I would call to Money Grams to see why it did not go same day I was told that First Progress receive code was for next day payments only.. i then asked about cancelling the transaction and was told that in order to do so the receiver would have to reject the payment. The issue is this me and my four children are schedule to move out of my apartment by 06/01/2014 ad the money was put on the credit card so we could do just that. So I then called back to First Progress and explained the situation to them and I got told everyone was gone. They will not reject that payment and basically me and my children would have to be homeless with no where to go and no money to go anywhere with until the funds are finally put on the credit card. I then asked for the information to their corporate office and was told there was not any such information and I was stuck in Texas until they decide to put my money on the account.

Desired Settlement: I want my money refunded plus cost of being left out to dry with nowhere to take my four children or no way to get to Colorado

Business Response:

June 3, 2014

Better Business Bureau

Attn: ********* ****

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ********

            Case No.:  ********

Dear ********* ****:

We are in receipt of your correspondence on behalf of ****** ********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

First Progress credits all payments on the business day they are received, as long as they are received by 5 pm Eastern Time. We received ****** ********’s payment from MoneyGram on May 30 2014, and the payment of $533.00 was indeed credited to her account on May 30, 2014. Per review of the account, the card has been used repeatedly at merchants in Colorado on both June 2nd and 3rd; we assume that Ms. ******** wishes the account to remain open.

We apologize for any confusion our Customer Service representative may have inadvertently caused, but when our customers use a third party payment service such as MoneyGram, First Progress cannot “see” the current status of the payment at MoneyGram, and cannot be responsible for the status and timing of when MoneyGram will deliver the funds to us.

If ****** ******** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have closed my account with First Progress and requested a refund of my security deposit. This will be the second complaint I have opened against this company in effort to obtain my refund. I was informed that a refund was mailed out in April in which I never received. I called into the customer service line and was told that it was re sent back out again. I did however receive a statement from First Progress but included no check. I am formally asking again to please refund me of my deposit amount of 500.00.

Desired Settlement: Prompt refund in the amount of 500.00

Business Response:

May 23, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

As per our earlier response, to Case No. ********, dated April 10, 2014, a credit balance refund in the amount of $500.00 was issued and mailed to Mr. ****, to the address on file, **** ***** ****** ****** **** ****** **  **********.  Apparently the USPS did not forward the credit balance refund check sent to Mr. **** at his address of record in April, **** ***** ****** ****** **** ****** ** ********** to the new address Mr. **** listed in his second complaint, **** ******* *** **** ****** **  *****.

Since Mr. **** has verified his new address, we have issued a new credit balance refund check in the amount of $500.00, which should arrive within 7-10 business days.

If Mr. **** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

6/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My due date each month is 1st. On May 01,2014 I made a payment to my account ending in ****. I was charged a 35.00 late fee AND I WAS NOT LATE! It shows payment received right on the statement on time!!

Desired Settlement: I want the 35.00 late fee reversed ASAP

Business Response:

May 27, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ******

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

A payment of 75.00 was received on May 1, 2014; however the required minimum payment due as stated on the April 4, 2014 statement was $107.71. The late fee of $35.00 was assessed because the payment received was $32.71 short of what was due.

If Mr. ****** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120   

 

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a secured card through First Progress....nice to have a card to re build credit as they advertise. If I did not know better it would seem they want me to incur a charge as they seem very slow to update information on their web-site. I made a payment though my bank (which they almost force you to do now), scheduled to come out 28th for a due date of May 1st. Usually they update around the 5th of the month so you can see you bill online for the previous month. Well it's now May 9th and it shows this. Last Payment Date: 3/17/2014Last Payment Amount: $351.71Statement SummaryPayment Due Date: 6/1/2014Minimum Payment Due: $70.00 Make online Payment Past Due Amount: $35.00 So even though I paid on April 28th and it's now May 9th my statement shows nothing updated.Sincerely.P.S. How is one able to maintain their credit situation if this updated so slowly.P.P.S. Try to contact customer service...when you do get through the maze of prompts and they ask you the same question you have already put into the phone response system see what you think of customer service. They also like to shut off this card for stupid reasons....half the time I cant use it because I did not get my bill (it got returned). I went to use it today for gas and it declined and I know there is money available.

Desired Settlement: Talk to someone please and have them get their act together.Not a bad card otherwise.

Business Response:

May 15, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ********

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******* ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ********’s payment for $35.00 initiated at his bank and was submitted through the online payments system by his bank’s vendor, ****** ********* *********** with trace number, ***************. Unfortunately, ****** ******** *********** did not submit the payment to First Progress Card, biller id **********, but to “SECURITY DESPOSIT,” biller id **********.

As Mr. ******** had attempted to make payment due in good faith, First Progress temporarily credited Mr. ********’s account for $35.00 as of April 28, as reflected in his statement dated May 4, 2014. However, this credit was not shown by the processing statement as a payment and therefore did not prevent the imposition of a late fee. On May 9, 2014, the late fee was manually credited to the account, as will be reflected on next month’s statement. The system was also updated to reflect the payment made as well as the removal of the temporary credit.

We apologize for any confusion these corrections caused. A copy of this response will be provided to ****** ********* ***********, that they might address with Mr. ******** directly how this error may have occurred.

If ******* ******** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was forced by the website to pay a rush fee. Wouldn't let me select other option, customer service said they could get that refunded. Still hasn't happened. Took a hard hit on my credit score, and now don't trust them to pay them a $1500 deposit. Almost impossible to get them on the phone. I wouldn't recommend this company.

Desired Settlement: Refund the charge.

Business Response:

May 13, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

According to our records, Mr. ***** applied online for a First Progress Card on March 25 at 1:34 PM, including the acknowledgment that “I authorize you to obtain and use consumer reports on me and exchange information about me in connection with this application and any update, extension of credit, review, or collection of my account.” We offer an optional Apply Now & Fund Later service for a non-refundable fee of $29.95, Mr. ***** then proceeded to select this option. This option allows you to have you application processed and receive your card before providing the required security deposit. Expedited Processing is included (a $19.95 value!), and – if approved- your card will be sent to you for activation. You can then provide the refundable security deposit anything within 90 days by debit or prepaid card and begin using you card one business day after we receive your funds.

The following box was then checked by the applicant:

Authorization


By checking this box, I sign and agree to authorize Synovus Bank (or its agent) to initiate this debit or prepaid transaction from the account listed above in the amount of $29.95. I hereby agree to be charged this amount as a non-refundable Apply Now & Fund Later Service fee.

Mr. *****’s application was approved on March 26, 2014 and a First Progress card in his name mailed to him on that date.   As provided with the application, he has 90 days from the date of application to supply the full security deposit in order to activate his account.

If ****** ***** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was forced to choose that option because of errors on the website and was told by a customer service representative that they were having site problems and that I would be refunded for the charge. 

Regards,

****** *****


 

 

Business Response:

May 15, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:       ****** *****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of ****** ***** , We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

If Mr. ***** wishes to withdraw his application, we would be able to refund in full the $29.95, “Apply Now & Fund Later” fee. Upon receipt of a written request to withdraw the application, we would refund the fee in full to the card from which it was paid.

If ****** *****  has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On apr 4th I applied for a credit card with a $500 deposite, on 7th apr money was taken from my account, on 11th apr I was approved for the card, I made contact with the company on a number of times and to this day i still have not received that card, just the run around

Desired Settlement: All I want is my card

Business Response:

May 5, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

***** ****’s account was opened on April 11, 2014. On May 1, 2014, we received Mr. ****’s card which was returned by the US Post Office from ***** ******* *** *** ******** ** **********, with a forward address. We proceeded to update Mr. ***** address to **** * ******* **** *** ******** ** **********.

On May 2, 2014, Mr. **** called to inquire on the status of his card where he was advised of the returned mail we received and issued a replacement card to the address on file and on his complaint; **** * ******* **** *** ******** ** **********. Mr. **** should be receiving his new card in 7- 10 business days.

If ***** **** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for a card with them in the early part of February and I also provided the $300 for the security deposit. The company immediately withdrew the funds. I have requested since March to close my account and refund my money although, they say it will take 60 to 90 days, and they want me to write the the request. i have spent many hours and numerous phone calls to get this resolved. i have either been on hold or disconnected on every call. They don't have email address to lodge a complaint or ask for information. All i was trying to do was build my credit score and they have taken my money and not delivered any end results. At this point I dont want their business. I just want my money back for the security deposit.

Desired Settlement: I just want my money back for the security deposit. $300

Business Response:

May 6, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ***** requested to close his account on March 24, 2014 with our Customer Service Department.  At this time, Mr. ***** was advised it may take up to 70 days to receive a refund of his security deposit.  This is because we need to allow for any pending transactions to post to the account.

We allow our customers to expedite the refund of their security deposit once their account is closed.  Mr. ***** was advised that with written request we could expedite his security deposit.

We have accepted this complaint as Mr. *****’s written request to issue an expedited refund on his security deposit. On May 05, 2014 a credit balance refund in the amount of $300.00 was issued and mailed to Mr. *****, to the address on file and on the complaint, **** ********** *** ******* ** *********** Mr. ***** should receive the check within 7-10 business days.

If ***** ***** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a card back in February I paid the required payment of $300.00 and was approved. I was told that my card would be sent to me however months later there is still no card yet they removed the money from my bank account. I have tried to call several times to speak with someone and get disconnected every time by the computer. I received a representative once but was once I expressed my issue the computer came back on and said goodbye and disconnected me. I have tried calling the 18007065543 number and am always disconnected.

Desired Settlement: I would like to be refunded my $300.00 immediately.

Business Response:

May 5, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ********

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

****** ********’s account was opened on February 26, 2014. On March 20, 2014, we received Ms. ********’s card which was returned by the US Post Office as undeliverable from *** ***** *** ********** ** *****. Per our records, Ms. ******** called to inquire about the status of her card and was informed that there was a block on her account due to not having a correct mailing address on file. Ms. ******** provided us with the mailing address: ** *** **** ********** ** **********. A replacement card was issued on May 1, 2014; Ms. ******** should be receiving her new card in 7- 10 business days.

We would also like to clarify that our phone number is 866-706-5543 not 800-706-5543, as listed in the complaint.

If ****** ******** has any additional questions, she may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ** *** ************** ** *********** ******** ********************* ) Expected Delivery Day: Monday, April 14, 2014Signed for By: * ****** // COLUMBUS, GA 31908 // 6:34 amAfter chatting and recording a phone conversation with a woman there who said that she had no supervisor and was not help what so ever. Called a 2nd time about making a payment using western union a gentleman answered and was trying to help, is getting a payment to first progress card, come find out first progress card is not set up with western union although its listed on first progress card's website. I was patiently waiting and the phone went dead. So I found the green payment center worked with this company. With my on line access I can see that the card is not stolen (no account activity) and I also see on line all the reports on numerous web sites about how incompetent first progress card is, and the other banks listed under the umbrella which I can fill out BBB reports. I want a card or I want my money back either one. 399.00 deposit + 1.00 credit on account.Account #*********************

Desired Settlement: ** *** ************** ** *********** ******** ********************* ) Expected Delivery Day: Monday, April 14, 2014Signed for By: * ****** // COLUMBUS, GA 31908 // 6:34 amAfter chatting and recording a phone conversation with a woman there who said that she had no supervisor and was not help what so ever. Called a 2nd time about making a payment using western union a gentleman answered and was trying to help, is getting a payment to first progress card, come find out first progress card is not set up with western union although its listed on first progress card's website. I was patiently waiting and the phone went dead. So I found the green payment center worked with this company. With my on line access I can see that the card is not stolen (no account activity) and I also see on line all the reports on numerous web sites about how incompetent first progress card is, and the other banks listed under the umbrella which I can fill out BBB reports. I want a card or I want my money bac

Business Response:

April 18, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

RE:      ***** ********

Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ******** We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

When Mr. ******** applied for his First Progress card, he used the address *** ****** *** ****** ** ***** on his application. After his account was opened on March 6, 2014, his new card was sent to this address. On March 20, 2014, we received the card returned by the USPS with a new address, **** ********* ** **** ** *** ***** ** ****** Until this new address was verified by the cardholder, we are unable to issue a new card; we therefore sent letters to both addresses notifying him of the change to our records.  According to our records, there was a single occasion on which we received a call from Mr. ********, March 31, but during the process of verifying his identity our agent experienced a disconnection of the call.

On April 7, 2014, we received a letter from Mr. ********, inquiring on the status of his card.  Since we still needed to verify his new address, on April 9, 2014 a letter was sent requesting Mr. ******** to contact us at ###-###-#### in order to verify the address. 

We received a second letter on April 14, 2014 from Mr. ********, again inquiring on the status of his card, and a second letter was mailed asking him to contact us at the number above.

We attempted to contact Mr. ******** by phone on April 17 and April 18, but were unsuccessful. In order to combat fraud, our procedures require address verification by the cardholder before issuing a new card. 

The address listed on Mr. ********’s complaint does not match either of the addresses listed above, and the email address listed also does not match the email address provided with his application.  We stand ready to issue a new card to him as soon as he can verify the full address for us using the security information entered with his application.  Mr. ******** can reach us at 1-866-706-5543 at his earliest convenience and we hope to resolve the situation fully at that point.

Sincerely,

First Progress

cc:        ***** ****

Synovus Bank

PO Box 120

Columbus, GA  31902-0120

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ********


 

 

4.22.14

 

Better Business Bureau

Attn: ****** *********

 

***** ********

**** * ******* ** *** ****** ** *****

 

RE:      First Progress/Synovus Bank and all umbrella companies associated with First Progress/Synovus Bank

 

Case No.:  ********

 

Dear ****** *********:

 

I am  in receipt of your correspondence on behalf of First Progress/Synovus Bank and its associated business. I remain committed to maintaining a high level of professional business minded,  professional attitude.

 

The response from this company  is like getting a scam spoofed email from someone, you can always tell because the improper punctuation and missed use of words. If I had not sent in 399.00 via on line payment via card, and made a payment of 40.00 via money gram re( after chatting with customer service at FPC (which disconnected the line as he was trying to conference call a supervisor, which the very first call I made to this FPC a lady said there were no supervisor, I have that on tape I am recording all calls to this company)

 

 Let's start from the start the online application,  I started with address old address

*** ****** ** ******* ** *****

then went to pay with my  master card which had a PO Box on it (this is the security down payment, keep in mind that I paid!). First Progress would not accept the card with a different address, first flaw in the First Progress web site!, so I backed spaced the web site and put in my P O Box that I use and continue through the process on First Progress web site, so there are 2 different address to begin with! And First Progress/Synovus Bank let that go through, so that was good enough for First Progress/Synovus Bank just as long as the money is coming in! Next if and I say if only I have not seen proof that First Progress/Synovus Bank sent any card or if any and I say once more if any card was returned I do not have proof! But what I do have forwarded to my mother's residents

**** * ******* ** *** ****** ** *****

The same address used in the BBB complaint with First Progress/Synovus Bank

** *** ***** ********* ** **********

Surely you know your owns company address right? Well if you do not it's the address above! So it's looking like the fraud is stemming from this company, lets continue moving along to address  First Progress/Synovus Bank's issue with verification of my address lets think a little Progress/Synovus Bank you send me the first bill I open it have the account number and open the online account on Progress/Synovus Bank website answering all the questions and using information from my first bill, completing the online process requirements mother maiden name ect to open the online account. So at this point I have the first bill, have an online account opened and access to all my personal information, do you really think I do not get mail at the forwarded address

**** * ******* ** *** ****** ** **********

2nd you accepted my payment of 40.00 through money gram after western union could not send it and your customer support tried to make a conference call to the so called supervisor and then for some strange and mysterious reason  mm act of god maybe the line went dead, so I used money gram. So First Progress/Synovus Bank did not have an issue with anything let alone and address verification, so all is good but I do not have a card, I have an online account, I have a bill, and made the first payment plus a 1.00 over.

So I sent Progress/Synovus Bank a certified signature delivery confirmation letter stating I do not have a card it was lost or never sent, and I would like a card sent to the address on the billing statement, and or close the account. (per Progress/Synovus Bank card members terms of service) Progress/Synovus Bank terms of service cannot guarantee anything on the phone, hence the letter. And that what I expected, well now all a sudden as long as money is not coming in there is an issue with the address????? There seems to be a pattern here in just the BBB reports and does not look good for Progress/Synovus Bank. Now I want my 399.00 back and the yearly fee of 39.00 and the extra 1.00 total 40.00 that I paid Progress/Synovus Bank. Please mail the check to the address on the account

***** ********

**** * ******* ** *** ****** ** *****

Per Progress/Synovus Bank tos (Lost or Stolen Card. If you notice the loss or theft of your Card or a possible unauthorized use of your Card, write to us at First Progress Card.) So that step has been taken via mail Signed for By: * ******. And thank you Progress/Synovus Bank I never want to deal  you people any more, and all contact will be in writing! (Per Progress/Synovus Bank terms of service).

Will print off information once more from the web site (been saving the pages from  my account since its been open, and will post the account number to the web to assure the account is compromised and closed and that I am not responsible for anything after  4/28/14 account # ****************  and one pages of correspondence from Progress/Synovus Bank (address verification) is already on the internet at page *************************************************

I not going to play Progress/Synovus Bank's game like they have played the many other reports here on the BBB, And who might I be dealing with at Progress/Synovus Bank?? a signature of First Progress is a little sketchy I need a name thank you. And ****** ********* and the BBB I surprised that this is how you do business is without peoples name is that a new policy? This letter will also be posted on the internet in one week.

 

Thanks so much

Valued Customer

Account #****************

 

 

cc

Trial Lawyer

***** ****** GA

 

Tried to load several pages to upload go figure a 404 page not found at the BBB!

Business Response:

May 5, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

RE:      ***** ********

Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ******** We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

As per Mr. ********’s request, we have closed his account on April 30, 2014, on the same day a refund of his security deposit was made in the amount of $339.00 to the Visa card ending in 9855, transaction id 6136516115. Mr. ********’s annual fee of $39.00 was credited to his account on April 30, 2014, as he had not used the First Progress card. On May 05, 2014, a refund check f** ******* ***** ****** ******* *** ****** ** *** ******** ** *** ****** ******* **** ********* ****** **** ** *** ****** ** ******

We regret that Mr. ******** was dissatisfied but hope this successfully resolves the situation

Sincerely,

First Progress

cc:        ***** ****

Synovus Bank

PO Box 120

Columbus, GA  31902-0120

5/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: they deducted $1319.95 out of my account approved my card sent the card and then said we never got the money tried to give them the trans# they said no after my bank said that's all you need they wanted to see all my personal info .faxed to them then the would view it and in about two weeks ill should have an answer in the mean time i'm out of 1300.00

Desired Settlement: i would like this matter solved faster then this my bank said all they have to do is call them and they refused this also

Business Response:

May 7, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ***** currently has two First Progress accounts in good standing. On March 29, 2014, Mr. ***** applied for his first account which was a “fund later” account. This application was approved on March 31, 2014. Mr. ***** funded a security deposit for that application on April 14, 2014 and first used his card on April 16, 2014.

On April 23, 2014, Mr. ***** applied for a second First Progress account; however, this account he funded with a security deposit at the time of the application. This application was also approved and a card mailed; however Mr. ***** was incorrectly informed that he would need to fund the account before this card could be used.

On May 6, 2014, a Customer Service supervisor spoke with Mr. ***** and apologized for the error. In recognition of our error, we have refunded to Mr. ***** the $19.95 expedited processing fee paid at the time of this application. We believe that Mr. ***** is now satisfied.

If ***** ***** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 THANK YOU BBB I BELIEVE YOUR GETTING INVOLVED MOVED THIS MATTER MUCH FASTER BECAUSE I WAS GETTING NOWHERE  .THANKS ALOT .THIS MATTER IS SOLVED.

5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This credit card was advertised as the best for those who are rebuilding credit. They are secured, meaning you deposit your own money and that is your credit limit. I opened two of them.In January, I had planned to move, so I completed the change of address on the back of the bill. I then decided not to move and retained my old address. I knew I need to contact First Progress so they would send the bill to the correct address, but I absolutely could not reach them. I tried their phone number multiple times, only to sit on hold over 15 minutes each time. Eventually, I wrote them a letter complaining about accessibility and my address change. They did change the address but never responded to the complaint.Of course, my payment was late at this point. I aggravated the matter by waiting until the next due date to pay, only to learn they had already closed my account. I attempted to pay anyway and have had no response.If my account is closed, then they should immediately refund my security. I would ask by calling, but that is useless. No one ever answers.***** ******

Desired Settlement: Either return my deposit after settling all outstanding charges, or reinstate the card and allow me to pay the past due amount.

Business Response:

May 6, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ****** ***

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ****** .  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On December 19, 2013, we received a request from Mr. *****, via the remit slip with his payments, to update the address on both of his accounts, from *** ******** *** *** ** ***** ***** ** ********** to **** **** *** ****** ************ **  *****. 

The statement we mailed to Mr. ****** in January, for his account ending in ****, was returned by the USPS as undeliverable.  Mr. ****** updated the address on this account on February 27, 2014 via the First Progress website. At this time, the account ending in **** has a balance of $0.00, and is open and in good standing.  His credit limit on this account is $300.00, all of which is available for use.

The statement we mailed to Mr. ****** in January, for his account ending in ****, was also returned by the USPS as undeliverable.  We did not receive anything from Mr. ****** in regards to this account until March 2013.  At this time, the address was updated per his request.  This account is currently past due, as Mr. ****** had not made any payments since December 6, 2013. A payment of $150.00 was received on May 1, 2014, however this amount did not satisfy the past due amount and there is a remaining past due balance of $72.59 .His current balance is $107.59.  This account is also open, and once the past due amount is paid; the account will be available for use.

We can assure you that the wait times Mr. ****** references in his letter are not typical. If Mr. ****** has any additional questions, he is welcome to contact our Customer Service Department at ###-###-#### during the hours of 9 am to 9 pm EDT Monday to Friday or 9 am to 5 pm EDT Saturday.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****** ***


 

 

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This Agency as described on this site and at credit card.com has contact numbers listed that do not work and appear fraudulent. There is no way to contact a live person for any form of peace of mind that this agency is legitimate. The number listed per BBB is not effective!

Desired Settlement: Immediate live contact with a representative regarding the status of my application along with the credit card due me from this company or my 300.00 debit deposit made from my bank card returned!

Business Response:

 

May 7, 2014

Better Business Bureau
Attn: ****** *********
500 12th Street
PO Box 2587
Columbus, GA 31902
       
RE: ******* ********
 Case No.: ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******* ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

******* ******** applied for a First Progress secured credit card on April 30, 2014, at that time we were provided with the email address, “***********************.” On April 30, 2014 at 3:14 pm, an email was sent, to the email address provided, with a secure link at which ******* ******** could view the application status. As ******* ******** did not request expedited processing, as of this date, the application is in processing. ******* ******** will receive a notice of our decision within 30 days of the date of the application.

******* ******** is welcome to contact our Customer Service Department at ###-###-#### with any additional questions.

Sincerely,

First Progress

cc: ***** ****
 Synovus Bank
 PO Box 120
 Columbus, GA  31902-0120 

 

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********


 

 

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened a platinum mastercard account with this company in March 2014. I electroniclly transferred $2000 to this company for a secured mastercard from my checking account. In the past month this card had been blocked from use and I have not been able to use it. I was sent a bill for $35 dollars due April 19th. I mailed a $105.00 for payment which was applied April 10th but the card is still blocked for use. I was ask to send in my Driver's License, Social Security Card and a Bill for my address i did but the card was still not unblock. I have been talking with customer service reprensentative everyday since the Mar. 14th around when card was block. I was told my card would e unblocked my midnight on Apr. 11th but it was not. I was then asked to send in a fax of the bank statement to show that the $2000 deposit was sent from me. On April 18th ia was told my statement was received and it was sent to corporate to unblock the card in one hour. On Apr. 19th I was told the person at corporate who does this does not work on Saturday. Why is was not done 4/18th I dont know. I have been hung up on, give wrong information, denied speaking to a supervisor, denied contact information to coporate office and on 4/22nd that I needed to mail them my original bank statement to get access to available funds. I iquired what was the reason for this but was not given an answer. Contact and answers from this company are hard to obtain and customer servce reps are rude and out right liers.

Desired Settlement: I would like all my money returned to me and not have to wait up to 70 days to get it back. I want all my personal documents returned to me and this company not to use private information or sell it or give it to any of its affiliates. I would like you to warn other potential customers of this scam. Please let them know that you can't get anything resolved with this company and that the do not tell the truth. I want a full refund of my $2105.00 ASAP.

Business Response:

April 23, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *******

            Case No.:  ********

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of ******* *******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. ******* opened her First Progress account on March 3, 2014.  The card was used for a variety of transactions.  The pattern of transactions on the account triggered a watch to be placed, and a letter was sent on April 16, 2014 requesting that Ms. ******* mail in an original copy of the bank statement used to fund her security deposit.  On April 17, 2014 Ms. ******* was advised that she would have to mail in this document.  However, Ms. ******* faxed a copy to our correspondence department.  We are not able to accept a fax, as the letter specifically advised.

On April 21, 2014, Ms. ******* called and spoke to our Customer Service department and closed her account. We allow our customers to expedite the refund of their security deposit once their account is closed.  To do so, Ms. ******* should have been advised she could have sent a written request to us, and we would have been happy to expedite the refund of her security deposit.  We have accepted this complaint as her written request to issue an expedited refund on his security deposit. On April 23, 2014 a credit balance refund in the amount of $669.67, representing the net credit balance after the security deposit of $2000 was credited, as well as the purchases, payments and other transactions posted to the account,  was issued and mailed to the address on file, 1787 Lafreniere St, New Orleans, LA 70122-2363.  Ms. ******* should receive the check within 7-10 business days.

If Ms. ******* has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

5/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A charge that was disputed and reported as fraud reappeared on a new card 4 months later. The original dispute was in December. Charge appeared again on late at statement. After having me on the phone for over an hour, the supervisor hung up on me. Every person I talked to didn't know how to help me. Extremely long wait times to get anyone on the phone. Told me the charge would have to be reviewed again. Why? I already went through that process. Also, I am being charged interest against a factious balance. No one know how to help me. They claim they can see the charge that show on my statement. I am again on the phone after I spent an hour and was hung up on for 20 minutes and still on hold with no one answering. I know was just transferred back to the main menu without speaking to anyone. You have to be kidding me! It is now another 23 minutes trying to talk to someone.

Desired Settlement: Questions answered regarding why this charge is being put back onto my account, a refund of the charge, explanation as to why I am being treated so poorly by ALL CUSTOMER SERVICE agents.

Business Response:

April 23, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* ****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******* ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On November 22, 2013, a customer service representative assisted ******* **** submit a dispute for the amount of $189.00 for a transaction dated for November 7, 2013. At the moment this dispute was filed the transaction of $189.00 had not posted to the account. A transaction for the amount of $189.00 did post to the fraud account on December 9, 2013. Unfortunately, since this transaction was not part of the current fraud case at the time of opening, it was processed and posted to the new account on March 26, 2014.

We have now opened a new case to add the transaction of $189.00 from December 7, 2013, and Ms. **** should receive a new Declaration of Fraudulent Activity form (DFA) within 7-10 business days.  With completion of the DFA, the credit will become permanent. 

If ******* **** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After sending a $300 deposit for a secured Mastercard and using it for a time, I no longer needed the card and cancelled the card after the balance due was $0. All charges I made were paid before the due date and the balance is $0. I have contacted them to get my deposit back. All I get from them is the run-around. They said today that they issued the refund on 3-19-14. This is false. They are trying to steal my money and it appears that they have done so. The I-net add for the card says you can get your deposit back at any time. When you tell them you are going to file a complaint with the BBB, their response is "We don't care"

Desired Settlement: Send me my $300 dollar deposit back

Business Response:

April 15, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ********

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** ********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist. 

Our Customer Service calls are recorded for quality assurance.  According to our records, Mr. ******** called our Customer Service Department on the evening of March 18, 2014.  In that call, he requested to close his account, and was advised that, as per the Cardholder Agreement, it may take up to 70 days to receive a refund of his security deposit (in order to allow for any pending or disputed transactions to be resolved).

According to our records, Mr. ******** called our Customer Service Department in the early evening of March 31, 2014.  In that call, he referred to an earlier call in which he was told by one of our representatives that the security deposit refund would be refunded to his original funding account, but we cannot find any record of such a call or statement by our representatives.  In the call, Mr. ******** was advised that if he needed the refund on an expedited basis, he could send a written request to expedite the refund of his $300.00 security deposit for it to be completed more quickly. On April 09, 2014, we received Mr. ********’s written request to expedite the refund of his security deposit.  On April 10, 2014, a credit balance refund in the amount of $300.00 was issued and mailed to Mr. ******** to the address on file, *** ****** **** ***** ****** ******** ** ********** He should receive the check within 7-10 business days.

We at First Progress take all BBB inquiries seriously, and attempt to investigate each one thoroughly.  In a review of Mr. ********’s calls, we cannot find any record of any reference to the BBB, and we certainly cannot locate any record of any of our representatives saying “We don’t care” about complaints to the BBB.

If Mr. ******** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This business is the most ill handled credit card company I have ever used. They took out $500.00 for a secured card almost a month ago. I have not heard anything from them. Not to mention, I can not get anyone on the phone. I have no received the first piece of mail or notification about my card. I want them to refund my money as soon as possible. I will never recommend them to anyone. I find it appauling that the BBB supports them as a business. They are very unprofessional. I want my money back in my account. There is not even a human you can talk with. They do not even have their number listed on their website, just an address. Worst decision I have ever made. Please get them to refund my money promptly. Thank you.

Desired Settlement: I want the complete money I sent in to be refunded to my account as soon as possible.

Business Response:

April 11, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ********

            Case No.:  ********

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of ***** ********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We received an application in the name “***** *******” (not ******** as listed in the complaint) online on March 17, 2014. On March 28, 2014, we mailed a letter to ***** ******* at the address provided on her application, the same as the address on her complain, requesting documentation to help verify her identity, but have not to date received a reply. We also proceeded to send an email to *****************, the email address provided on the application as well as on the complaint, at 2014-03-25 01:11:36 with a link to a secure site where she could view her application status. Federal law requires that we obtain, verify, and record information that identifies each person who opens an account.

Given the desired resolution listed in the complaint, we have withdrawn the application and refunded the security deposit in full. 

If ***** ******** has any additional questions, she may contact our Customer Service Department at (866) 706-5543.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-012

4/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My cell service was cut off while I was hospitalized. I used my card to pay my cellphone bill. For an entie week the cell company said it could not locate the payment. I finally had to go into a store to get claification from both companies. I was told that the cell company had some type of block that prevented a pyament. For an entire week I called First Progess. I was never told that there was a block causing the issue with the othe company. Apparently they did not take the time to properly investigate the issue. Othewise my service could have been restored a week ago. M cell compan told me that the card company would have to release the payment back to me. The card company claims the can not do so. That it is the cell phones responsibility. It has already been established that they can not even locate the payment. I had to purchase another phone to use while my phone was off and now I don't have access to other monies now. I am on a very fixed income and this problem is causing me financial difficulty.

Desired Settlement: If possible I would like adverse reports on my credit removed; a refund of my money; and a credit for my inconvenience.

Business Response:

April 16, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******** *******

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

According to our records, Vesta, a telecommunications provider, obtained an authorization of $57.00 against Ms. *******’s account on April 5, 2014 at 8:03 pm.  As a result, that amount was removed from the available credit on Ms. *******’s account. The merchant could reverse this authorization at any time via the MasterCard system, which would result immediately in the restoration of available credit to Ms. *******’s account.  To date, they have not done so.  If the merchant does not submit a transaction corresponding to this authorization by April 21, 2014, we will replace the available credit on Ms. *******’s account as a courtesy.

If ******** ******* has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******** *******


 

I spoke with ATT today.  The merchant said the returned the payment on April 5th.  I will have requested this information in writing; after I have received it I will forward it so that it may be a part of the complaint.  Also the return of my funds is not a courtesy seeing that it is my money to begin with.

Business Response:

April 23, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******** *******

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

The merchant, Vesta, a telecommunications provider, never released the authorization of $57.00. Therefore, the hold was active until April 21, 2014. As of April 22, 2014 the hold has been removed as a courtesy and the funds are now available.

If ******** ******* has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

******** *******


 

 This business at first said that the money would be returned on the 21st. It was not returned until the 22nd which inconvienced me. Futhermore I have documented ATT saying that the funds were returned the same day. Apparently one company is being dishonest. I will continue to document and take actions in response to poor customer service by business that refuse to take responsibility for thier actions. 

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The telephone number is inoperable ###-###-####. I was originally attempting to login, but the system tells me login or password incorrect. System told me to call but NO phone number on website. I GOOGLED the number and it is not working. Is this company out of business? I need access to my account.

Desired Settlement: I need an update about the company and my account. Would like to cancel card, but know way to reach anyone at First Progress.

Business Response:

April 8, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** *******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

**** ******* attempted to log into www.firstprogress.com  but was notified that his login or password was incorrect and to call us for assistance. Mr. ******* is stating that a phone number was never provided, which lead him to search online for a First Progress phone number. The phone number found states it is out of order.

First Progress’s phone number is in fact ###-###-####, and is in service.  There is a toll-free number on the website, but it is NOT the customer service number; that number is not given out to the general public to enable our customers to receive prompter service. The phone number is located on the back of Mr. *******' card, as well as on his monthly billing statements.  Our records indicate that **** ******* called and spoke to our Customer Service department on April 5, 2014, at this time his user name/password was reset. Mr. ******* can now view his account activity online.  Also his monthly billing statement, dated April 4, 2014, has been mailed and he should receive within 7-10 business days from that date.

If **** ******* has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Progress does not provide good customer service (with respect to this cardholder) and their business practices are misleading at best. I believe that they are dishonest and train their customer service representatives to provide incorrect information. For this I do not have evidence of how they train staff. I know what I've been told and when I call to confirm it with another rep, I am told that the csr who gave that information was wrong. This has occurred many times but I will provide a recent example along with other examples of poor/dishonest service.About 10 days ago I decided that I would pay down my balance and called to get information about how to pay in the most expedient way (that is over the phone, on-line, or bank transfer from my checking account). I was given a long circumlocutions that did not answer my question. Then was told that I overpaid by paying $154.00 and that I had a "$119 credit just sitting there which if I don't make the April 1st payment, the bank would deduct $35 for the April payment and may charge another $35 fee. I told them that I authorized my bank here to send two additional payments($200 and another for $35 to arrive on the first) The agent said that's too much and the bank may send it back.When I went on line today the information there was not correct and also incomplete. It did not indicate my recent car rental nor a purchase I made at Fry's grocery store. I am concerned that if I make decisions based on wrong information, an over the limit charge occur. These types of problems are a frequent occurrence at First Progress and getting someone on the phone to discuss them is very difficult and likely to produce erroneous information. It's hard to believe that I am the only person who has experienced these problems which begs the question:How does First Progress have an A+ rating?

Desired Settlement: 1st-- On any given date have a website that shows customers what transactions were made and what customers balances are(accurately). Today my account says: available credit is $401.13--balance owed is 65.80. If I made a purchase of $400.00 it would put me over the limit and subject to late and over the limit fees. Whatever their accounting methods are, they should reflect accurate information that enables customers to make wise decisions.2nd-- Answer the phone3rd-- Be honest!

Business Response:

April 8, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** **********

            Case No.: *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** **********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ********** is stating that www.firstprogress.com  isn’t accurately showing the balance as well as transactions. The website will reflect the current posted transactions.  Any pending transactions will be deducted from the available credit, but not show as a posted transaction until we receive confirmation from the merchant that the transaction was completed. Also, it is important for Mr. ********** to be aware that no transactions would be allowed if the total exceeds the available credit at that time, Available Credit is the credit limit, minus any posted transactions and minus any pending transactions

If **** ********** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/14/2014 Problems with Product/Service | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have used first progress now for almost two years. I gave them a security deposit in the amount of 500.00. I have never paid my bill late and for the last two months i have carried a 0 balance. I closed my account 3 weeks ago and when i called today to inquire where my security deposit went i was told it would take 90 days. This was discussed when i opened the account and I was told that there was a 7 to a 10 day turn around. This information was misleading and most certainly disappointing. All my other secured cards have returned the funds within this 21 day window and first progress has not. They are rude when you call to ask questions and refused to let me speak to a supervisor. If i do not receive a response in a timely matter ill file a complaint with the O.C.C. as well.

Desired Settlement: I want me security deposit refunded in full asap. Not 90 days

Business Response:

April 10, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ****

            Case No.:  ********

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. **** requested to close his account on March 11, 2014 with our Customer Service Department.  At this time, Mr. **** was advised it may take up to 70 days to receive a refund of his security deposit.  This is because we need to allow for any pending transactions to post to the account.  We understand that Mr. **** feels that he should receive his refund within 21 days of account closure. 

We allow our customers to expedite the refund of their security deposit once their account is closed.  To do so, Mr. **** should have been advised he could have sent a written request to us, and we would have been happy to expedite the refund of his security deposit.  We have accepted this complaint as Mr. ****’s written request to issue an expedited refund on his security deposit. On April 10, 2014 a credit balance refund in the amount of $500.00 was issued and mailed to Mr. ****, to the address on file, **** ***** ****** ****** **** ****** ** **********.  He should receive the check within 7-10 business days.

  

If ***** **** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

***       

James Akin

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****


 

 

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Progress Car has the WORST customer service I have ever experienced!! They are very slow in updating account information ESPECIALLY updating payment and credit limit. I made my first payment on 3-6-14 via ACH electronic payment through my financial institution. An ACH payment usually averages 4 days to clear. I followed up that following Monday 3-10 by calling customer service and speaking with "***s" who checked my account for me and told me that the payment should be credited to my credit limit by the net day and if I didn't receive it by then to call back. I called back the next day and spoke to *****, who had the nerve to argue with me that I had written a paper check, which I did not; I made my payment online via ACH, which is an electronic transaction which should have only taken a maximum of 5 business days. ***** insisted that it would take up to 10 days, after my bank took the funds out and sent them to FP. The funds took 9 days to become available.

Desired Settlement: Somebody needs to light a fire under this company and motivate them to process AND credit payments significantly faster. Also,CSR "*****" need to be educated on the difference between a paper check and an ACH electronic transaction. Also they need to be more honest about what payments they accept as I tried to use Western Union and MoneyGram; neither of which the company accepts after stating on their website that they do.

Business Response:

March 31, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *****

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** *****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Upon first use of his First Progress Credit Card, Mr. ***** agreed to the terms disclosed in the Cardholder Agreement, which clearly state, “A deposit will not be reflected in your Deposit Account until we are assured that the deposit has not been dishonored. This payment hold may take up to ten (10) days”.  A hold for 10 days is due to verification of the funds availability from the account used for payment.  Mr. ***** scheduled his payment via our website on March 6, 2014, with an effective date of March 6, 2014.  While the payment was posted and credited to the account immediately upon processing on March 6, a hold was placed on the amount of $200.00 until we are certain that the funds will be honored by Mr. *****’s bank.  Payments are posted immediately upon receipt; however, as stated in the agreement, we do place a hold on the availability of the funds for verification from the bank on which the payment is drawn. 

If **** ***** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for a card with them in the early part of February and I also provided the $300 for the security deposit. The company immediately withdrew the funds and have not verified my account yet. they informed me they needed more information to verify my identity which is fine; however; i have spent many hours and numerous phone calls to get this resolved. i have either been on hold or disconnected on every call. i have left messages but still havent received a call back. They don't have email address to lodge a complaint or ask for information. I feel that i am pretty much out of the 300 at this point.All i was trying to do was build my credit score and they taken my money and not delivered any end results. At this point I dont want their business. I just want my money back for the security deposit.

Desired Settlement: I just want the $300 back for the security deposit

Business Response:

March 27, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ********

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

***** ******** applied for a First Progress account on February 07, 2014, at www.firstprogress.com. On February 15, 2014, we emailed Ms. ******** at **************************** the same email address on her complaint, a secure link to application status online.

On February 21, 2014   a letter was mailed to Ms. ******** via USPS to *** ********* **** *** ***** ** *****, the address she provided on her application and her complaint, requesting additional information to verify her identity in order to meet the requirements of federal law.  On March 26, 2014, Ms. ********’s security deposit of $300.00 was refunded in full to the VISA ending in 3149 from which she had provided the funds.

If ***** ******** has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved from PA to VA in July. My first bill was forwarded to my new address. On the back of the bill, I wrote my new address as instructed. The next bill went to my PA address, so I did the same. The final bill I received had a jumbled address between old and new. I never received another bill, nor did I get a phone call at any time. I hit a rough financial patch and tried to take out a student loan to cover the difference. It turns out that they had put me as 120 days behind and said I owed $149. I never received a phone message, and by their own account, they last tried to call me on January 13th. I gave them the correct address three times, but when I called on 3/31/14 they still had my old one. Because of them, I was unable to get a loan at the beginning of the semester, and now lost my health insurance. They committed NUMEROUS violations of the Fair Credit Reporting Act as I have had the SAME phone Number since I was 18 and they did not attempt to call me, they just kept adding on late fees. the $149 was not a past due balance but fees I did not know they were adding. To get my loan, my father had to pay the $149. This was a secured credit card, so I paid them $300 to get the card itself. This effects my health as because of their non-communication and inability to change my address, I was unable to get a loan. Because of that I was unable to make my health insurance premiums and lost my coverage. I have ***** *********, a ****** ******* * **********, and am a ********* ******* patient. I cannot be without health insurance, and their violations of the FRCA caused me to lose mine. I could die because of their actions.

Desired Settlement: I want the FULL $300 down payment as well as the $149 to be repaid to me. My next step is legal action which will result in a verdict of well over $25,000 for me, so Asking for $500 seems tame in comparison.

Business Response:

April 7, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******** ********

            Case No.: *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******** ********. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

On July 2, 2013, we received a change of address request from Mr. ********, on the remittance slip with his payment.  At that time, we updated the address, which should have been **** ****** *** ************* **  *****.  In error there was an error in the building number, which resulted in the next statement to be returned to us undeliverable. When we update an address, a letter was sent out to confirm the address change to Mr. ********’s old address. 

Since the responsibility for this error is ours, we have credited Mr. ********’s account for subsequently incurred late payment fees in the amount of $210.00 and interest charged totaling $18.25, for a total of $228.25 credited to the account.  Mr. ******** has been advised of this by phone.

The statement dated April 4, 2014 reflects a credit balance of $80.32, and as per Mr. ********’s request a check in that amount has been mailed to Mr. ******** at his address of record.

We hope this resolve the matter satisfactorily.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and while I do believe that had he company fixed the address the first time, or the second time, my account would still be open, and I would not have lost the $300 down payment that I put onto the card originally. I want it noted, that the company reported the following address to the credit bureau:

 

*** ** ****** *** ***** ************* ** *****

 

 

The First line is my legal address, e.g. my father's address, *** ** ****** *** ***** *********** ** *****. the second line is my apartment number currently, **** *** ******* ****** ********* ***** ******** ** ****** and the third line is my previous address, **** ****** *** ************* ** *****.

Furthermore, as of 3/31 Experian had the account listed as open, while First Progress says they closed it in February, and finally, I received no communication from the company since January, by their own admission. These are all problematic, which is why I believe I am entitled to my $300 deposit.

However, due to immediate financial need, I accept the credit that the company has offered, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ********


 

 

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Applied for a First Progress secured credit card and made a $300 security deposit via another credit card. Immediately received 5-6 very suspicious credit related spam emails which prompted me to be concerned about doing business with this company. Checked it's website in an attempt to contact them, no emails or phone numbers listed.Immediately called my credit card company to express concern about the charges and they gave me the following number: ###-###-####. Called the number many times, always rings twice and disconnects. Only way to contact this company is via postal mail and this is not convenient nor acceptable.

Desired Settlement: Complete refund of the $300 security deposit. Credit card application cancelled or, if it is already approved, I want the credit card account closed. Any and all fees or debts that resulted from my credit application to be waived, including but not limited to application fees, processing fees, annual fees, etc. I want all of my personal information to be permanently deleted/destroyed and not shared with any person or companies.

Business Response:

March 27, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** *******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

****** ******* applied for a First Progress account on March 17, 2014, at www.firstprogress.com.  On March 20, 2014, ****** ******* called and spoke to one of our customer service representatives and requested his application be withdrawn.  His security deposit of $300 was refunded in full on March 21, 2014 to the MasterCard ending in **** from which he had provided the funds. 

If ****** ******* has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I guess I should have read the complaints on the BBB website first before applying for a rebuilding Secured Credit Card with First Progress. I found out about this company through Credit.com as a suggested way to repair my credit rating/score. My $300.00 deposit was withdrawn from my checking account but this has gone no further. I called the phone number listed on the BBB site for this company (###-###-####) but have not spoken to a live person yet. I have also left a voice mail message for them to call me back but after thinking this over...I just want my money refunded back onto my debit card and chalk this up to experience. I will rebuild my credit another way.

Desired Settlement: In this day of High Technology, this application should have gone through a lot easier than this. I just want this refund as quickly as it was debited off my checking account.

Business Response:

March 31, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** *******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

As stated on the First Progress website, it can take up to 3 weeks to process applications, and we may need to request further information from applicants in order to meet federal requirements to verify identity prior to opening an account.  We understand that many of our online applicants are anxious for information prior to that time, however, and try to address this through the following:

1)      Online applicants who are uncomfortable or unable to provide the full security deposit at the time of application can choose the “Apply Now, Fund Later” service.  This enables customers to fund their account only after they receive the card.  For a service fee of $29.95, applicants can wait up to 90 days from the date of their application to fully fund the security deposit, at which point their card will be activated.

2)      Online applicants who wish to receive their card as soon as possible can choose the “Expedited Processing” service.  For a service fee of $19.95, this enables customers to receive their card, which they can activate immediately upon receipt, at least 7 days faster than without the service

3)      Online applicants who do not wish to choose either of these optional services are not charged any application fee at all.  Moreover, they are emailed, at the email address provided by the applicant on the application, a link to a personalized, secure website where they can check their application status at any time.  Applicants do, however, need to check their “junk” or “spam” emails where the link may have been placed by their email service.

In the case of Ms. *******, we received her online application, without neither optional service nor any service fee, on March 21 at 11:34 pm.  We were able to approve her application on March 31, 2014 and welcome her as a customer.  She should expect to receive her card at the address specified on her application within 7 to 10 business days. 

We hope this resolves the matter satisfactorily.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9987539, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  So in 7-10 business days , I will contact you with any update.   

Much Regards,

***** ** *******


 

 

4/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I signed up for this secured credit card, I deposited $300.00 to activate the account. I understood this to be the amount that, when I paid the balance, would be returned to me when I closed the account. I am being told by the company that my balance is currently zero, that I have a credit of $124.55 for over paying on my account, but that the $300.00 is no longer available to me upon closing my account. I have always paid on time and have overpaid. Where is the deposit? They also have a very ineffective phone system. Each time I have called them, it takes at least 4 tries to get through. Each time I enter my account number, it says the data is incorrect. Then it asks for the last 4 of my Social Security Number, and usually the system allows me to get in after that entry. Customer service has been incompetent even at the supervisor level.

Desired Settlement: I would like to receive the $300.00 deposit I provided to the company when opening this card. They have already provided $124.55 in credit, automatic payments that were applied to my card when my balance was zero. From my perspective, they owe me $300.00.

Business Response:

March 21, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ****** called customer service on February 12, 2014 to close his account. Due to an error by our customer service representative, at that time the account closure was not completed. The closure has now been completed and a credit balance of $375 exists on the account as of today, March 21.  We will issue a credit balance refund check for this balance to Mr. ****** at *** ******* *** *** ********* *** ********** on March 25, 2014.

We apologize for any inconvenience this error caused Mr. ******.  If he has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a First Progress Card over a year ago. Once i was able to get a card with a lower interest rate, I immediately canceled the card and payed the Final balance they had on file. I have not received any mail or email from them since. Just emails saying that they want me to get another card with them. Then i went to go and check my credit report. They have an outstanding balance for me at 186.00$! I tried to contact them and it has proven to be impossible. I tried to log into under my old account and that information has been deleted. Then i tried to call them and they have an old voice recording saying "We are not here right now but you can leave a message" ? They have never claimed that i owed them anything! Instead they wait over a year then filed on March 15th that i owe them money. I dont even know how to resolve the situation at all because i can not contact them.

Desired Settlement: For the supposed "debt" to be removed from my credit history and a mailing to my address stating that I do not owe them anything

Business Response:

March 24, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ****

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. **** called customer service on October 28, 2013 to request to close his account. Due to an error by our customer service representative, at that time the account was not closed. As a result, Mr. ****’s account subsequently incurred late payment fees in the amount of $140.00 and interest charged totaling $15.52 as well as this year’s annual fee of $29.00. We have removed these fees totaling in $184.52, as well as submitting an update to the credit bureau to remove any negative reporting.

Mr. ****’ statement was returned by the US Post Office as undeliverable on October 30, 2013 from ** ***** ****** ******* ** **********, which matches the address provided on this complaint. We placed a call to him on January 11, 2014 but were unable to reach him.

If ****** **** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

3/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I want to cancel my first progress credit card and receive my $300 deposit back from first progress. I have tried reaching out to first progress but they do not advertise their phone number. After digging through the web for a customer service phone number I finally found a number. After waiting on hold for a long time to speak to a rep, I eventually was disconnected. There is nothing on the website for how to cancel the card. They also just charged me a $39 annual fee, but they make it impossible to cancel the card. It's ridiculous.

Desired Settlement: I want First Progress to cancel my cardReturn my $300 deposit and delete the $39 annual fee.

Business Response:

March 7, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Unfortunately, with Mr. ****** having a common first and last name, Mr. ****** does not provide sufficient information in his complaint for us to locate his account.  We are unable to locate an account under his name with the address or phone number provided on the complaint. 

We would hope to persuade Mr. ****** to retain his First Progress account.  He is of course welcome to contact us at the number on the back of his card, ###-###-####, during our hours of 9 am to 9 pm Eastern Monday to Friday, 9 am to 5 pm Saturday, or in writing at PO Box 84010, Columbus GA, 31908-4010.  If he would only wish to close the account, he can obtain a full refund of his security deposit to notifying us at this address (please include the full account number for our reference).

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for a credit card to boost my credit score so I could buy a house. I received the card but was unable to activate the card. I keep calling the number on the back of the card as well as the number on the statement I just received for the annual fee. I want to be refunded for the $300 that was taken out my account. I feel stupid because I have been scammed! I have no way in getting in contact with them, so is this going to go on my credit report? I don't want have anything to do with a company like this. Please help me get my money back and get this resolved. They shouldn't be able to constantly do this to people.

Desired Settlement: I want the $300 they took from me, that I have no access to refunded.

Business Response:

March 7, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** ***********

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ***** ***********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Upon receipt of the complaint, our Customer Service department reached out to Ms. *********** to assist.  Our supervisor was able to activate her card directly; however, as Ms. *********** requested that the account simply be closed at this point, we did so and credited the annual fee in full.  Her security deposit was refunded in full directly to the card she used to make the payment on March 6, 2014.

 If Ms. *********** has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

3/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied and received a credit card for which I deposited $300 to get started. It is, in fact, a card that simply uses my own money and no money from First Progress. The idea was to improve my credit score by using my cash to then use and pay back monthly so that no interest would be charged. That, in itself, is rather strange since it was all my money and my credit limit was simply the amount I initially deposited. After a few weeks, I paid all of what I had charged and what was due until the next billing cycle. More than a week after I had paid $220 of the $222.46 that was due, my charges were not accepted. They had continued to add the new charges to the old despite having credited my account for payment. This is according to my statement that was posted. Additionally, their automated system said that I owed them a minimum of $35 by March 1st, despite having paid them the entire amount for the billing cycle. Speechless, I called them during which they excused themselves with computer problems and the idea that they had a wait of up to 10 days to assure themselves that my bank transfer from US Bank was legit. But they had credited my account! Under the impression that obviously 'didn't have their act together, I asked to close the account and refund the balance plus the $44 annual fee. They refused. The representative then mentioned pro-rating the annual fee. I agreed. That would amount to about $40 of the $44. He subsequently said that he couldn't do that. I don't feel that I should be penalized because of this company's incompetence. This card is virtually worthless.

Desired Settlement: All I want is whatever balance there is plus a pro-rated $44 annual fee refund. The account was activated towards the end of January. I would tell you the exact date, but their web-site is suddenly not available. Presently, I have $207.35 available. And, yes, it is my own money. Asking for an immediate refund of that plus $40 (pro-rated of $44 annual fee).Thank you,**** ******

Business Response:

 

February 28, 2014

 

 

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         **** ******

               Case No.:  *******

 

Dear ****** *********:

 

We are in receipt of your correspondence on behalf of **** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

 

 The $300.00 which Mr. ****** provided when he applied for his Secured First Progress credit card account acts as collateral for the credit we have extended to him.  He is still required to make payments against purchases, as the deposit is held until the time the account is closed.  Mr. ****** may be confusing this secured card with other cards available on the market, pre-paid debit cards, which do not report credit to the credit bureaus.

 

First Progress offers several options for our customers to make payments.  First, as specified in the Cardholder Agreement, customers can always mail checks or money orders to our remittance address, PO Box 84019, Columbus, GA 31908-4019, and those payments are credited on the business day of receipt.  However, checks are subject to banks dishonoring the payment, and as a result, as disclosed during the application process and in the Cardholder Agreement, payments will not increase the available credit on the account for up to 10 days (the "payment hold").

If Mr. ****** wishes to have his $300.00 security deposit refunded, he may close his account, and the deposit will be applied as a credit towards any outstanding balance.  If any funds remain from the security deposit, we would be happy to issue a refund to Mr. ******.  The annual fee would, however, be non-refundable as specified in the Cardholder Agreement.

 

If Mr. ****** has any additional questions, he may contact our Customer Service Department at (866) 706-5543.

 

Sincerely,

 

 

First Progres

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My complaint does not involve a misunderstanding of the details of this card. It involves the incompetence of their computer system and the fouled up billing that results from that system. I have no reason to expect improvement in the system. Since I responded immediately to that issue, I don't understand their resistance to refunding all of my money including the $40 yearly charge. It seems like a minor request to resolve the entire matter. I don't believe it's unreasonable to expect competence. That seems to me to be a breach of the contract no matter how little the amount or petty this seems. I'm a stuck with being out $40 due to their incompetence, whether I cancel now or in 10 months. Seems like a bad way to run a business. Thanks, **** ******

 

 

Business Response:

March 5, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

 Mr. ****** states that he wishes to have the $300.00 security deposit, used to secure the line of credit, refunded to him.  At no time has Mr. ****** requested we close his First Progress account.  In order to refund his security deposit,  Mr. ****** will need to request us to close his account.  Mr. ****** is actively using his First Progress account, as recently as March 3, 2014.  As long as his First Progress account is open, we are unable to refund his security deposit.

If Mr. ****** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******


 

 

To Whom it concerns at BBB, I have talked with a representative, ****, at First Progress. He said he would send a request to 'corporate' to close my account with its balance of $121.79. In addition, he said he would request a pro-rated refund of the $44 annual fee. If 'corporate' follows through and accepts this settlement I will be perfectly satisfied. I am not going to cut up the card at this point but will not use it. The account has been closed according to their representative anyway. Hopefully, there will be a speedy response and settlement (**** indicated it should be within a few days, i.e., by next Wednesday). I would request that you leave this matter open until I actually have my refund. I will contact you as soon as that happens. Thank you very much for your help in this matter. Sincerely, **** ******

Business Response:

March 11, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

               

RE:      **** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry Mr. ****** has closed his account.  However, as stated in the Cardholder Agreement, the cardholder would receive a pro-rata refund of the Annual Fee if the account is closed "for a reason other than at your request" (or a refund in full if he had notified us before making any charges).  As it is, given that Mr. ****** successfully used his First Progress card to make charges on at least 17 occasions, we cannot grant a refund of the annual fee.

If Mr. ****** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ******


 

 

To BBB of W. Georgia- E. Alabama & S.W. Georgia: The response from First Progress is very disappointing for many reasons. First, after explaining in full to their representative, ***** what my issues were he agreed with me that a request for a pro-rated refund of the annual was reasonable. Second, the notion that I used the card and, therefore, according to their rules I could not receive a on the annual fee is absurd. How was I to find out how bad their service was going to be without using the card? I'm dumbfounded. The entire complaint revolved around the bad service. Again, why do they not simply refund what I asked. I am not being unreasonable at all. And even their own representative didn't think I was. What happens next? I assume they will now sit on my money as long as they can. If they refund the balance in my account and I cash it, I must assume a court will consider the matter settled. Do I have any recourse? I don't even have a means to immediately get the balance in my account back. Do you have any suggestions? Thanks, **** ******

Business Response:

March 13, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We understand that Mr. ****** is anxious to receive refund of his credit balance.  We can assure him that this refund was mailed via first-class USPS to his address-- *** ******* * ** *********** ** **********—on March 12, 2014. In a circumstance such as this, First Progress has incurred costs substantially in excess of the annual fee.  If it were not for tens of thousands of satisfied customers, First Progress would have long ago been forced to close.    We are sorry that Mr. ****** was unhappy with his First Progress Card and hope that he finds another card more useful for his needs. 

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ******


 

 

Dear BBB, The response is totally disingenuous. Many of their costs are self-inflicted for not having simply come to terms with me concerning their own bad service. For them to think this response or any other that doesn't refund most of my annual fee is going to ingratiate me to them or not warn others of their lousy service is silly. Exactly how much is it supposed to cost them to use my money and the money of others to provide this so-called service? I understand they must have clerical costs, etc., but I don't see that they are risking any of their own money. I guess they can call this a 'win' for themselves by not agreeing to refund the annual fee. And I guess they can feel very proud of themselves for fulfilling one of the two promises of their phone representative. I would be interested in finding out how many others have bothered to file complaints against them. Thank you for your efforts. Sincerely, **** ******

Business Response:

March 17, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** ******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

We are sorry that Mr. ****** was unhappy with his First Progress Card and hope that he finds another card more useful for his needs. As previously mentioned, Mr. ******’s refund was mailed via first-class USPS to his address-- *** ******* * ** *********** ** **********—on March 12, 2014.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ******


 

 

Dear BBB, The last two responses are simply avoiding to address the problems. They need to get a clue. Without a refund of my annual fee, I will not accept their warm and fuzzy regards as an acceptable settlement. Thank you **** ******

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a secured credit card for a few years while I improved my credit. After years in good standing I decided to close the account due to a annual fee. I closed the account on December the 20,2013 and awaited refund of $1000.00 Now it is march 6, 2014 and I have yet to receive my refund. I have made several attempts to retrieve my MONEY.THEY CONTINUE TO MAKE EXCUSES ( wrong address being one) somehow they are able to mail me statements at my correct address. Please help! I feel they are crooks. truly, **** ******** ph.# ###-###-#### e-mail ********************

Desired Settlement: I want my $1,000.00 dollars refunded. I have exercised great patience please help.

Business Response:

March 10, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ********

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Mr. ******** closed his First Progress account on December 20, 2013.  At the time, he was advised it may take up to 70 days to receive a refund of his $1000.00 security deposit. 

On February 4, 2014, a credit balance refund in the amount of $1000.00 was issued and mailed to Mr. ********, to the address on file, ** *** *** *** **** **  **********.   Mr. ******** contacted Customer Service on March 6, 2014, to inquire on the status of his refund.  At this time, he was advised of when we had issued the check and to which address it had been mailed.

The original credit balance refund check, issued on February 4, 2014, was returned to us by the US Post Office on March 7, 2014.  We have reissued the credit balance refund, and Mr. ******** should receive the check within 7 – 10 business days at ***** **** ***** *** ******** **  **********.

If Mr. ******** has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ********


 

 BBB.

     I really do appreciate having you looking into this. I want you to know that First progress mastercard was not being truthful in there response to BBB. regarding my complaint. First ,when I closed the account on December 20,2013 there was definitely no mention of 70 days before payment would be reimbursed. I recall them saying about 30 days.At the end of January, I called and then was told they had up to 70 days. Yes, I was frustrated but I accepted this. I started my usps. forward of mail to my new address starting February 1st, 2014. All mail including items sent from first progress has been delivered throughout the forwarding process. The postmaster at my former address said that they would Not have returned to sender. First progress mastercard is in fact lying. I recommend they show returned check  to verify their claim which I highly contest. If it was the other way around and my payment wasn't received I would have to pay fees plus penalties,late charges, reduced credit score and so on. They run a un- scrupulous business and the public should be warned against doing business with them or synovia's bank.
 
                                               very truly,
 
                                                                  **** ******** 

Business Response:

March 13, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** ********

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of **** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Our employees cannot help but resent the accusation that First Progress is “not being truthful”.   We have demonstrated a good faith commitment to address any and all consumer complaints, and take care to investigate each complaint seriously, regardless of the tone in which it is delivered.

To prove First Progress’s integrity, we have mailed to the Better Business Bureau a copy of the check envelope as received back from the USPS complete with the attached USPS “return to sender” notice.  We hereby provide the BBB full permission to pass this image to Mr. ******** should he have any further doubts in this matter.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Well, I guess we will have to wait and see if First progress produces returned check. Mistakes are made by consumers and big bank companies. Difference is consumer has to take responsibility for theirs at high stakes. Lets assume first progress did send check and it was returned, Absolutely NO effort was or has been made to contact me and make arrangements to get me my hard earned money. No phone calls no letters, nothing. It is march 14,2014 and still no check. First progress, I am amused that you claim zero responsibility and are upset and resent my allegations. Maybe it is resemble my allegations? I will continue to warn the public of your business practices in regards to my personal experience. I will be among many others currently in dispute or from the past. If customer payment is not received by due date you charge late fees, increase interest rates, send account to collections dept. and start the daily harassing phone calls and threats. Seems like a double standard to me.In fact you resent my allegations. Well I will have a pity party on your behalf. Can you hear my violin playing your song? I bet you always give the consumer the benefit of doubt, like you feel first progress deserves. I will be paid and the longer I wait, the more effort will be put forth into awareness to public. You do not represent a dignified banking institution as far as I can see.

 
                                                                Truly,
                                                                               **** ********

 

Regards,

**** ********


 

 

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 17, 2014 I applied on this companies website for the First Progress Platinum Prestige Secured MasterCard. The application seemed easy to do. I gave them the authority to remove money from my bank account for the initial "security" per the requirements. I received an email giving me access to the update information of the application process. The time for the company to decide on my application still has till March 10th as noted by the company, however I am greatly concerned and confused about their customer service now and in the future.I have looked at the application updates daily. So far I have seen notations stating they were waiting to show receipt of funds when it had been deleted from my account days before. They stated my identity was verified , then days later they stated it was not. I noticed this last notation February 25th. In that update the company also stated the process would be on hold until they communicated with me by phone to get identity verification. They noted they would try to reach me and I could also call them. That is the current status. The application is on hold. I have tried repeatedly to reach them by phone for days now. The recording I get is "no one is available at this time", or I just get music playing for what seems like an unlimited amount of time. I have left messages also. I HAVE NOT BEEN CONTACTED BY THEM AT ALL. Therefore, what should I expect? I did not pay extra for the expedited application process. I was going to mail a certified letter to them stating my concerns but they only supply a P.O. Box number and no contact via email.I would like this resolved one way or the other. Let me also note when I listen to their phone recordings it seems the company is pushing automatic payments on-line for its customers. I am not agreeable to that payment plan. I just agree with the initial "security" withdrawal. As noted, I would like this resolved one way or the other.

Desired Settlement: I request direct communication with an appropriate supervisor at First Progress regarding this issue so the application process can be completed.

Business Response:

March 6, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:         **** *******

                Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. ******* applied for a First Progress account on February 17, 2014.   On February 27, 2014, a letter was sent to Ms. ******* to explain we required additional documents in order to complete the processing of her application, specifically

A COPY OF YOUR DRIVERS LICENSE OR PASSPORT

A COPY OF YOUR MOST RECENT UTILITY BILL

We apologize for this inconvenience, but to meet the requirements of the Patriot Act and other federal regulations, we must take additional steps to verify Ms. *******’s identity.

For assistance by phone, Ms. ******* is welcome to call our Credit Department directly, at ###-###-####, from 8:30 am to 5:30 pm Eastern Standard Time, Monday through Friday.

As one further point of clarification, First Progress neither requests nor accepts automatic payments.  We encourage customers to pay by online electronic billpay, arranged by customers with their own bank or credit union, in order to avoid postal delays and “payment holds” awaiting funds clearance.  However, payments are always accepted by mail, as specified in the Cardholder Agreement.

If Ms. ******* has any additional questions, she may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:           ******* ******

                Synovus Bank

                PO Box 120

                Columbus, GA  31902-0120            

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *******


 

 In reference to the letter sent to BBB,

The letter sent to me dated February 27, 2014 was not received until March 7, 2014 (9 days later).  In the letter it stated the identity verification information required and  a due date within 15 days of the letters date.  That will require me to provide the information by this Friday the 14th.  Therefore  time is limited.  The letter gave no fax information. 

If  my initial calls had been answered or my messages responded to I could have taken care of this in an expedited manner.  Another option would have been for the company to list the required identity verifications on the online update notes as well as mail the letter.  Tomorrow, Monday,  I will try the new  phone number provided in the recent letter I received .  Hopefully when I call this situation will be settled.

I appreciate the letter to BBB verifying the payment process.

**

 

Business Response:

March 13, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      **** *******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of **** *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Additional documentation was required to process Ms. *******’s application because of the security freeze in effect on her credit bureau file.  However, our records show that on March 10, 2014, she called in to explain that she wished to withdraw her application at this time.  We have statused her application accordingly and refunded her security deposit in full to the card from which it was received.

If **** ******* has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Once I was provided with the second phone number I was able to reach  an employee who was very helpful.  I believe they did the best they could to assist  me in trying to complete the transaction during this phone call. 

Regards,

**** *******


 

 

3/14/2014 Problems with Product/Service | Complaint Details Unavailable
3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I successfully deposited $1000 and was approved for a secured credit card through First Progress in February of 2013. Immediately, I attempted to log into their website to see if I could keep better track of my expenses there, than waiting for a bill in the mail.As a first time user, I was asked to provide my "security passphrase". I was never asked for a security passphrase at anytime during the approval and set up of my account. When I look online for customer support for an existing customer, I am directed to the website which I cannot log into! Incredibly frustrating!So I call the phone number on the back of my card. All menu options lead to automated solutions, such as your amount to and available balance. There is no option to reach a real human being who can answer my question.Eventually, out of desperation, I choose the "lost/stolen" option, thinking there MUST be a human on the other end of that line! Nope! After waiting over 6 minutes, I hear a mans voice say "Thank you for calling First..." but he is cut off and I hear the automated "goodbye". The call is terminated.So I call the "lost/stolen" line AGAIN. After 12 minutes, I hear the automated "goodbye". The call is terminated AGAIN!!Finally, I call the applications line, thinking, surely they will at least answer the phone for people who wants to give them their money, right? After more than 6 minutes, I finally give up and come here to enter my complaint.

Desired Settlement: A.) I want a REAL HUMAN BEING to call me between 5:30pm and 8:00pm central time to assist me in logging into the website. I also want to know how to get in contact with a REAL HUMAN BEING in the future, should I have any other questions for the company which is now holding $1000 of my money.B.) If that is not possible, I want my account closed immediately and my money refunded, after I pay for existing purchases, of course.

Business Response:

March 13, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ***** * *******

            Case No.:  ******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of ***** * *******. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Ms. ******* had trouble logging in to the First Progress Customer Center as she was unaware of her “security passphrase” required for login (all applicants supply their own chosen security passphrase at the time of application).

 

On March 11, she spoke with a Customer Service supervisor, who was able to supply the phrase Ms. ******* had chosen at the time of application and reset her login.  We hope that she is now able to successfully access the Customer Center online.  If not, we would encourage her to contact Customer Service for further assistance.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 ******1, and find that this resolution would be satisfactory to me. 

I was contacted by the company and they did resolve my problem.  However, their written response fails to include several other facets which were discussed in the phone call.  Most importantly, that from the 1st through the 10th of the month their call volume grows beyond what they can manage.  This is because all card holders have the same payment date.

To address this issue, they intended for all calls to be forwarded to a voicemail system for a future call back.  I informed them that I was never successfully transferred to a voicemail system, and they promised to check the system to confirm that it was functioning properly.  This is particularly important because this is true for their Lost/Stolen line.

At this time, I am able to log into the website, and I will have better luck reaching a person (if necessary) in the last 2/3 of the month.

Regards,

***** *******


 

 

3/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My fianc applied for a card with them in the early part of February and I provided the funds ($300) for the security deposit. They immediately withdrew the funds and have not verified his account yet. They informed us they needed more information to verify his identity which is perfectly fine; however; we have spent countless hours and numerous phone calls to get this resolved and we either get put on hold for an extended amount of time or get disconnected when we finally get the extension we think is the correct one to find out our status only to be disconnected. I have left 2 messages with their accounting department and not received a phone call back. They have no e-mail address to lodge a complaint or ask for information and we are pretty much out $300 at this point (which is supposed to be a refundable security amount.) All were trying to do is build up our credit scores and they have taken our money and not delivered any end results. At this point we do not want to do business with them and would just like our money back

Desired Settlement: $300 - I just want the money back I have invested. Although I would like to bill for all the frustration and countless phone calls and time spent trying to get this resolved.

Business Response:

March 7, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

Unfortunately, we do not have any information for an applicant or cardholder under the name ****** ******.  As we are only able to discuss the status of an application or account with the applicant/cardholder, we request that Ms. ******’s fiancé contact our Customer Service department at ###-###-####.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******


 

 I am rejecting this resolution until I receive the $300 refund they promised me on Friday when I was FINALLY able to speak with someone.  As far as their comment regarding the fact that I, myself didn't have an application on file, I agree and told them in EVERY SINGLE ONE OF MY MESSAGES to them, that the application was under my fiance's name and not mine.  I provided his name and phone number in every message.  For them to say they had no application on file is simply skirting the issue at hand.  Additionally when I spoke with the representative Friday evening he asked me if I knew the application process could take up to 10 business days, I told him that was understandable but our application had been in limbo since February 10th to which he had no answer. 

Upon my refund, I will notify the BBB and the police department but not one second before then.  I firmly believe they would have never responded had I not contacted the Police Dept. and the BBB. Thank you for your assistance but I will be telling everyone I know not to do business with this company.

 

******

 

Business Response:

March 12, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ****** ******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your follow up correspondence on behalf of ****** ******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

 

We are sorry Ms. ****** was not satisfied with our previous response.  To clarify:  she did not list the name of her fiancé, or the application number, in her complaint or follow-up; but even if she had, the requirements to fulfill privacy regulations would prevent us from responding other than to the named applicant himself.

 

We hope that the applicant is now satisfied, but if he is not; we encourage him to call our Customer Service department during the hours of 9 am to 9 pm Eastern Monday through Friday, or 9 am to 5 pm Eastern Saturday.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120  

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

My complaint was resolved and I received my refund this morning; however, I would like to state for the record, I left *******'s name in every one of my messages to their so called credit department - they even called him once asking for me.  I don't appreciate them lying to try and make themselves look good.  Again, I will NEVER deal with the likes of these people again.  I firmly believe the only reason they have made good on my refund is because I reported them to the BBB and the Columbus, GA police department.  I have my money back now after almost 4 weeks of endless phone calls and stress on me - not them.  I hope this information gets conveyed to any and everyone who is considering using them as a source for a secured card.  Very disgusted and disappointed in their "service."

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Progress has failed to report my payment history to the credit bureaus, which is the only reason I signed up for this card. Their website says "In order to help our customers advance the accumulation of new information in their credit file, we report all usage and payment activity to all three national credit bureaus every month," but many months after receiving this card they have failed to update the information. Also, they advertise that "First Progress Platinum MasterCard Secured Credit Cards are issued by Synovus Bank, Columbus, GA, member FDIC." Because of the difficulty getting in touch with anyone at First Progress, I called Synovus for help, who informed me that they are no longer issuing cards for First Progress. This lie has given customers like me a false sense of security.

Desired Settlement: I would like a refund of all fees and interest charged to me on this card including the initial annual fee, and a refund of my deposit for their failure to provide the service they advertise.

Business Response:

 

January 23, 2014

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      ******* *******

            Case No.:  *******

Dear ****** *********:

We are in receipt of your correspondence on behalf of ******* *******.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

The First Progress Platinum MasterCard Secured credit card continues to be issued by Synovus Bank.  First Progress reports all account payment activity to the three major credit bureaus (Experian, Equifax and Trans Union) on a monthly basis, and in proof of this, we have attached a copy of Mr. *******’s credit report as provided by Experian, which includes both the First Progress card he had lost (reported as such) and the replacement card.  But if at any time Mr. ******* cannot locate his First Progress Card listed on his credit bureau report, he should verify with that credit bureau to ensure he does not have any “alerts” that are preventing this tradeline from appearing.  We have found in some cases where an individual has an “alert” set up with a credit bureau, preventing the reported information from being reflected on the consumer’s credit report until the consumer removes the “alert” with the credit bureau.

While the complaint refers to difficulty reaching First Progress, our records indicate Mr. ******* has spoken with customer service multiple times in the six months his account has been opened, most recently on January 14, 2014.

We are unable to waive the fees and interest assessed to Mr. *******’s account, as they are accurately charged.  If payment is not made in full, the account is subject to interest charges, and if payment is not received by the due date specified on the monthly billing statement, a late payment fee is assessed as well.  If Mr. ******* wishes to close his account with First Progress, he need only notify us at the correspondence address—PO Box 84010, Columbus, GA 31908-4010-- and the security deposit would of course be credited against the balance in full, and any credit balance refunded by mail within 10 days.

 If Mr. ******* has any additional questions, he may contact our Customer Service Department at ###-###-####.

Sincerely,

First Progress

cc:       ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Once again, the 'attachment' referenced in First Progress' response is not included. However, I have provided a copy of my Experian credit report showing that nothing was reported since November.

Secondly, The number of times I have actually gotten through to a customer service representative represents about 20% of the times I attempted.

Finally, the requested refund was not for interest or payment fees, but rather for the annual fee charged to me when setting this card up.









Regards,

******* *******


 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Experian was updated 3 days ago, much later than first progress' previous claim, but it shows 30 days past due. I was assured by one of their representatives on the beginning of this month that that would be remedied on the 5th and that it should not show that I was ever past due. I have the call recorded and can provide that if needed.

Also, as of today, transunion has not been updated and shows that I have an outstanding balance of $326 (over limit) when my balance has remained $0 for over a month. 

Regards,

******* *******


 

 

3/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted to make a payment (due Feb 1) on January 30 online with this company. When i attempted to pay online i received "can not process payment at this time.". I then tried to log into my on line account at 8 am on the 31st and was locked out for 24 hours. When reviewing my bank account on feb 4th i noticed a $200 payment in addition to the $100 payment i had scheduled when told that my online payment couldnt be processed. I called customer service and was told that it was taken out 10:49 am online on the 31st. This is an illegal withdraw from my account and was never authorized. When i contacted them they said that they could not return the funds even though it was never authorized.I ended up paying $300 on a $277 balance. I was told to snail mail a letter to their correlations department and a $200 credit would be applied to my account. I have mailed out the appropriate letter but i think its outrageous that they can embezzle my money and im the one cleaning up the mess.If this issue is not resolved in the set forth manner of a $200 credit t to my account i am considering legal action. At the time of the transaction i was at work and have time cards to prove it so there was no way for me to authorize the payment as well as being locked out of it was their mistake and they need to correct it. The money they took was part of my rent and caused me to be late i am a hardworking mom of two living paycheck to paycheck this was devastating.

Desired Settlement: I was told a $200 credit would be applied to my account and that is what i expect.

Business Response:

 

 

 

February 21, 2014

 

 

Better Business Bureau

Attn: ****** *********

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:       ****** ********

            Case No.:  *******

 

Dear ****** *********:

 

We are in receipt of your correspondence on behalf of ****** ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

A payment of $200.00 was entered with Liberty Bank’s routing umber and the checking account number ending in **** through Ms. ********’s login to the First Progress Customer Center at 10:49:38 am on January 31, 2014.  No First Progress agent was involved in this payment, nor was any fee assessed.  The $200.00 payment was credited to Ms. ********’s account that same day, as shown on her statement dated February 4, 2014.

First Progress will refund any credit balance within 7 business days at the customer’s written request.  However, Ms. ********’s account does not have a credit balance as of today, February 21, 2014.

If Ms. ******** has any additional questions, she may contact our Customer Service Department at ###-###-####.

 

Sincerely,

 

 

First Progress

3/3/2014 Problems with Product/Service | Complaint Details Unavailable
3/3/2014 Problems with Product/Service | Complaint Details Unavailable
2/27/2014 Problems with Product/Service | Complaint Details Unavailable
2/14/2014 Problems with Product/Service | Complaint Details Unavailable
1/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I put in a complaint Oct. 1 because I tried for 3 days to pay my bill and was unable to. WITHOUT ANY NOTICE you could no longer make an instant online payment; you suddenly had to go through your bank and use bill pay. I had never done this before and was worried it would cause my bill to be late, so I tried to call First Progress. I couldn't get through!! The phone number DIDN'T WORK. I tried for 3 days and even called MasterCard to see if they had a different number or any way they could help me. They had the same number (the one listed on the back of the card) that I had. I even had the rep do 3 way calling to verify the number wouldn't work for her either. She called twice and both times you would get a type of disconnected msg. or just weird beeping. I finally gave up and did bill pay through my bank Oct. 1 (the day the bill was due) but the payment didn't post until the next day. I sent a BBB complaint on Oct. 1 but it mysteriously is not showing and acts as if the issue was resolved. It was NOT RESOLVED!!!!! I felt like this was a scam to charge people late fees. I have NEVER been late on my bill and wouldn't have been that time if the co. had either A. Sent a notice that they were going to suddenly change their bill pay system 3 days before the bill was due or B. Notice that they were changing their phone number. They didn't report that I paid my bill late to the credit reporting agency however they did slap me with a $25 late fee. This is absurd and I want this resolved immediately! I thought everything was fine since it didn't report negatively towards my credit until I was looking through my bills and saw the fees didn't add up and then noticed the $25 late fee. You CAN NOT change your billing options and have an un-working phone number at the end of the month w/o notifying people.

Desired Settlement: I want the $25 late fee reversed immediately!! It was NOT MY FAULT the payment posted a day late since First Progress changed their billing options with no notice at the end of the month and their phone number wouldn't work so I couldn't even pay the bill over the phone.

Business Response:

 
 

December 16, 2013

Better Business Bureau

Attn: ****** *********

500 12th Street