BBB Accredited Business since

First Progress Card

View Additional Phone Numbers PO Box 84010, Columbus, GA 31908 http://www.firstprogress.com


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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 13 factors. Get the details about the factors considered.

Factors that affect 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 269 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

269 complaints closed with BBB in last 3 years | 75 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 103
Delivery Issues 15
Guarantee/Warranty Issues 1
Problems with Product/Service 146
Total Closed Complaints 269

Customer Reviews Summary Read customer reviews

15 Customer Reviews on First Progress Card
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 13
Total Customer Reviews 15

Additional Information

BBB file opened: March 26, 2012 Business started: 06/03/2010 in GA Business started locally: 12/01/2011 Business incorporated 12/01/2011 in GA
Type of Entity

Financial Institutions

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 Card Processing Service 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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a secured credit card. I picked the minimum amount of 200.00. I sent in 90.00 in checks and the remaining 110.00 by debit card. They say they will activate the card the next business day. My card has not been activated. I have the records showing that all payments have cleared the bank. I have tried to contact them by the website but they say my account number and social security number does not match their records. I have tried the phone number and when you finally get through you hear a different story. I have sent a written request for the return of my 200.00. I get emails daily saying I only have a few days left to fund my card. I am tired of trying to get my money back. It feels like I am just butting my head against a wall.

Desired Settlement: I want the entire 200.00 refunded to me. It says they can take up to 70 days to do this. That is entirely too long and I will not wait that long.

Business Response: September 21, 2016 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. **** was approved for a “fund later” First Progress account on June 17, 2016, with a credit limit of $200.00. As disclosed at time of application, in order to activate the account, a security deposit equal to the credit limit is required within 90 days. Mr. **** mailed payments of $90.00 to initiate the funding process. Mr. **** made a second deposit via our website, in the amount of $110.00 on September 8, 2016, which was declined with the reason “not authorized”. Mr. **** then made another payment via our website, also on September 8, which was successful, in the amount of $110.00. This fully funded the account for the required security deposit of $200.00. Upon receipt of this complaint, on September 16, 2016, per Mr. ****’s request, we canceled his account, and refunded his security deposit in full. We returned the payment of $110.00 electronically on September 17, and the remaining $90.00 has now been refunded via check, which Mr. **** should receive 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

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,

***** ****


I would also like to add this. My payment of 110.00 was not declined by my bank. As the company stated my account was funded in the total amount on the 8th. Why was my account not activated the next business day as the company stated it would do? Thank you very much for your assistance. 

9/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a secured master card with First Progress via website and had not gotten approved yet, they sent me a letter dated August 12, 2016 stating before they could finish processing my app they need to be sent more info, I then changed my mind and called them to tell them to cancel my application on the 15th of August and I spoke to a ****** who told me that they would cancel and since they had not opened the account with me they would refund my deposit of $200 within 2-3 business days. I had put the deposit on one of my credit cards: Credit One and she gave me a confirmation no. 167461. To this day I have not gotten my deposit credited back to me or taken off my Credit One Card.

Desired Settlement: Refund taken off my credit card $200

Business Response: September 1, 2016 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 reviewed our call recording, in which our Customer Service agent informed Ms. ******* that she must contact our Credit Department to request the application be canceled. We provided the hours of operations and confirmed the contact phone number for our Credit Department. Ms. ******* read back the phone number and stated she had no additional questions. We are sorry that Ms. ******* had not understood that she would need to take further action in order to withdraw her application. Upon receipt of this complaint, we have canceled her application and refunded her security deposit of $200.00 on August 30, 2016. 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

8/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello; I am getting a card so an larger amount on mine card can process.I have approval from Skylight Card for over draft & not able T00 process with First Progress Card.

Desired Settlement: I email Skylight Card & the card transfer did not process with First Progress Card. I need First Progress T00 PROCESS account.They have $39.00 Annual Fee...

Business Response: August 16, 2016 Better Business Bureau Attn: ********* **** 500 12th Street PO Box 2587 Columbus, GA 31902 RE: ****** B ***** Jr Case No.: ******** Dear ********* ****: We are in receipt of your correspondence on behalf of ****** B ***** Jr. We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist. Our records indicate Mr. ***** has begun four applications between August 7 and August 8, 2016. Mr. ***** has not completed any of these applications, nor has he provided any type of deposit to First Progress for any of these applications. If Mr. ***** wishes to be approved for a First Progress secured credit card, he will need to complete one of his applications, and provide a security deposit. Once Mr. ***** has completed an application and provided the security deposit, we will be happy to process his application. At that time, First Progress will be able to attempt an authorization with his other credit card to provide the security deposit to fund a First Progress account in his name. 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

8/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In november 18 2015 i call first progresss to report my card stolen they told me the card have been suspended at that time and any transactions that i dont know going been in investigation each month i was calling first progress to let them know that they never suspend my call and i was doing each months payments to dont affect my credit but while i do payments the person who steal my card was still using my money each month and every time that i call they told me that nobody suspend the card and they going suspend the card at that time...at todays date the card still active and still using by that unknown person and my account overdraft for 79 dollars most all the money that i was paying each month ant the unknown person was continuing using i demand that card to be suspended inmediately and they return the money on my account

Desired Settlement: billing adjustment and card suspended inmediately ...

Business Response: July 26, 2016 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 checked our records, and were unable to locate any record of Mr. ******* contacting our Customer Service Department on or around November 18, 2015. However, our records do indicate Mr. ******* contacted us on April 14, 2016 to dispute a charge in the amount of $24.37 from Bridgton Gulf due to paying the merchant with cash. A credit for the amount of the transaction was applied to his account on the same date and a letter was sent advising on April 18, 2016. Our records also reflect Mr. *******’s last payment was submitted on April 21, 2016. However, the statement dated April 27, 2016 lists a total balance owed of minimum payment due of $38.00 by May 24, 2016. No payment was received by that date, or at any time since April 21. May 27 and June 27 statements have shown the account as past due. At this time the account is in danger of being closed due to nonpayment. 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: Tiffany Reeves 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 Been contacting first progress more then 6 monts complaining about my card still open and the person who have the card still using while i was doing payments in abril 2016 was one of those times that i call that office complaining about the card still opell and been using for somebody and they said that i never called and they said the going do all the disputes again and close the card they just make one dispute and suppouse to be around 10 disputes for too many transactions that they dont include in that dispute that office is just trying to collect my money by letting the card open and in use for somebody and i doing my paymentsbi demand first progrees card provide to bbb copys of all de details and notes in my account since the day of open account until todays date i demand that be provide most soon possible times if not i demand to my account be closed or and return all the moneybused by my account since after november 2015 I Demand all detail contract and All notes reference to the calls and changes in my account to be providet to BBB and to me soon as possible Thank You

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

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.

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

Regards,

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

Consumer Response: sending authorization to request all my records and notes call with first progress.

Business Response: August 5, 2016 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 Ixander ******* . We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist. Our records indicate after the activation of the card on July 25, 2015, the next call received was when our automated system was contacted in relation to this account on October 14, 2015, at 4:15 p.m. The call was disconnected by the caller at 4:17 p.m., prior to being connected to a customer service representative. The next call received was to our automated system on Tuesday, November 3, 2015, at 11:57 pm, in relation to this account. The call was disconnected by the caller at midnight. The final call to our automated system was received on January 7, 2016, at 6:03 p.m., and disconnected by the caller at 6:05 pm, before connecting to a customer service representative. On April 14, 2016, a call was received by a customer service representative, to dispute a transaction posted by “Bridgeton Gulf” in the amount of $24.37, but not any other statement transactions. Mr. ******* then called again on April 18, 2016 in relation to this dispute, and was advised his account had been credited for this transaction. The credit appeared on the statement dated April 27, 2016. Enclosed are copies of all statements, from November 2015 to present, showing the many transactions for which the card has been used. 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

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.]
All the calls that i made to first progreess was respond by custumer service associates i never disconect any calls without speak with the associates  in my last comunication i demand first progress provide all the original documentation about all the call and notes that they make during any custumers call custumer service this response from the businnes is NOT providing any evidence suporting what they are saying i still demand provide all notes printed by him computer systems where show all the calls notes about my acount if not i Demand First Progres Remove Inmediately Any Billing Collections And Return My Deposit Inmediately, I Dont Accept Any Other Response For That Businnes"First Progress" If dont Provide Copies Of All My Notes Calls" and i would like that reponses and that complaint be open for the public... Thanks any Other Questions Or Information That Yours Need Can Contact me directly Thanks a

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.

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

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.

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

Regards,

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

Business Response: August 12, 2016 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. First Progress would like to offer the Better Business Bureau the opportunity to review our call recordings with Mr. Marrero, as an unbiased body, to confirm we have handled the calls with Mr. ******* as we have stated. 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

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.] First Progress still sending response to the complaint that is not what im requesting i still demand that first progress send evidence about the calls i made to custumer service since the day i open the acoount to todays date the letter that first progress send to bbb is most obviously was writed by them not i what im requesting is most obviousli that they are lie to BBB them are trying to hide the records that is save in any accounts above all the calls, that letter that first progress send to bbb is NOT Any record calls  that was just a letter i  demand if first progress dont provide all records calls from me to custumer service where show time date and associate who assist me where look exactly like a record i demand first progress remove inmediately any bill collections at this time most of three times i am requesting them send my calls records and them still sending wrong information.Thanks 

Regards,

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

8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Although my account payment isn't due till 8/24/16 I received an email from First Progress informing me of my late August payment and their late fee for the charge. I checked online and found my account to be up to date. Unfortunately there is no way on the website to contact them to resolve this issue. What really puzzles me is how YOU can rate a company that has a time sensitive issues like "paying on time" so that they can report to credit agencies not to have a contact method besides snail mail. If you look at the site, it's almost like they are hiding from their customers.

Desired Settlement: I'd like them to be available to resolve issues that can impact my credit score. Helping me raise my credit score IS THEIR ONLY PRODUCT. That's what they say they will provide. How about you tell them that you'll lower their score till they provide what they say they are going to provide?

8/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a secure credit card with First Progress and I did some transactions online and used the card to pay for it. Next thing I get is a letter from them saying that there were some suspicious transactions that they were going to put a hold on the card because they needed to verify with me and they have been trying to contact me over the phone and never got a hold of me (I never got a voicemail from them saying so like banks do on this cases) Anyways I gave them a call to find out what was going on and their hold times are 10 minutes, after they answer the phone that they star their questions to verify that is you who is calling they put you on hold for 2-3 min. every time they need to check your answer, then they said I needed to talk to customer service and when they transfer me they actually hang out, ...so... I need to call back and do the same again . I got customer service and get through with them but still have to call the fraud department back and wait on hold again the same process just for them to tell me that I needed to send them a copy of my SS card, a copy of my ID, and 2 utilities bill Next day I fax the the information they requested and 2 hours later I call to verify they got my fax and after going through the "infinite on hold " time back and forward, the representative Yanet come back an said that her supervisor received the fax but... the copy of my SS card and ID were too dark so I needed to send it again .........

Desired Settlement: I hope they can refund me $150 for the 3 unnecessary hours that I wasted over the phone with them

Business Response: July 27, 2016 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. *****’s card number was entered with the wrong CVV at an online merchant on June 15, 2016. This triggered an authorization block on the account and a review of the account for potential fraud. The next day, June 16, 2016, our Fraud Analyst called Mr. ***** at the phone number of record on the account to verify that he had indeed made the transaction. When not answered, a message to contact First Progress was left. A caller contacted us in regard to the account on July 13, 2016, but was unable to complete identity verification. Later that same day, a caller contacted us in regard to the account but identified herself as “****** *****”. Our agent placed the call on hold while seeking guidance from a supervisor, concerned over potential identity theft as a ****** ***** was not authorized on the account. . After the delay, the caller was advised that we would need the verification documents referenced in the complaint. A caller then contacted us on July 14 to see if the documents had been received by fax and was told that we had received them, but unfortunately the image on the driver’s license was too dark to read and would need to be resent. A second fax with the verification documents was received on July 16th and Mr. *****’s confirmation that the transaction in question was indeed made by him. We apologize for the length of time required to resolve the fraud alert on the account. While we look forward to continuing to serve Mr. ***** in the future, we are unable to refund him for his time spent in resolution of this matter. 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

7/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, The first thing I would like to state, is that I do not want to possibly negatively effect this company and I am sure that they may have had great success with other customers. The issue that u have, is that I as suggested to apply to this card to rebuild my subpar credit by Credit Karma. I applied for the card and set my limit at $200 by depositing hat amount. I was informed at the point of scission that I was approved and would be receiving the card within 7-10 business days. This was on 6/24/16. It is now 7/11/16, and I neither have my card or any mailings whatsoever regarding my account. I have tried to log into the card services to see if I can cancel the account and have my money refunded which also was not available to me. It showed that I have no record on file with them. This is aggravating so I have attempt to contact them twice (through both listed mailing addresses on the website(which is a terrible way to handle customer disputes)) and received no response. I fear that either the card never showed up because it was never sent, or that it was sent to the wrong person and I have been the victim of fraud because someone else is using my account. I understand that it may be seen as frivolous, being that it is only $200. However,this company is supposed to be helping people who are already in financial disarray. That amount of money was far more than I am able to readily give up and I would like to have it back. Thank you for your time.

Desired Settlement: I have proof of the transaction on my banking statement, yet have no literature on the state of my card or account with them. For that reason I would like to have my money refunded to me and have my account canceled with them permanently.

Business Response: July 15, 2016 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. While Mr. ***** applied for, and provided his security deposit, on June 24, the application process was not completed until July 5th, and a card was mailed via USPS on that date. First Progress alerts applicants that they should receive the card 7-10 business days from the date of mailing, so that they may contact us should the card still not have been delivered by that time. According to our records, a card was ordered on July 5th and mailed to the address provided on Mr. *****’s application, **** * ****** ** *** ** *********** ** **********. We would expect that Mr. ***** would receive his card within 7-10 business days of July 5th. If there are any additional questions, or if Mr. ***** does not receive the card by July 18th, Mr. ***** may of course 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

7/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While signing up for there credit card it says credit limit secured by your fully refundable deposit of 200-2000 submitted with application than under it says just pay off your balance and receive your deposit back at anytime but today I was just told that information was incorrect and the only way to get ur deposit back is to close out ur account and card fully than they will send back ur deposit and whatever is left on ur card so it's definitely false advertising that's one of the reasons I picked the card because I know I can pay off my purchase no problem and have my deposit back just didn't think I would have to stop being a customer to get it back I actually like my card and I took pictures of the statements for proof they need to correct that information and tell the truth.

Desired Settlement: Keep my card on but get deposit back because I became a customer on there false advertisement.

Business Response: July 15, 2016 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. ****** did agree to, and provide a fully refundable deposit, to secure an account with First Progress. As stated at time of application, as a condition to approving an account, applicants must maintain the security deposit. If Ms. ****** wishes to have her security deposit refunded, it can only be done so upon closure of her account. 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

7/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company will not send any correspondence via fax, email or help you over the phone with simple statement issues. The employees are less than helpful when your situation warrants urgency. I needed a statement from the last month for a mortgage that needed to close on Friday. They could not provide that to me nor reset my account. It was going to be escalated the following day. This is NOT acceptable customer service.

Desired Settlement: The company needs to updated the antiquated ways they due business. This is 2016 and my request is NOT unreasonable.

Business Response: July 5, 2016 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 Ms. ******** was having trouble accessing her account on our website, www.firstprogress.com on June 29, 2016. Ms. ******** contacted our Customer Service Department again on June 30, at which time she was successfully able to access her account. It is our understanding that this issue is now resolved, but if Ms. ******** is in further need of a statement, she should be able to obtain a copy through the Customer Center. 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

7/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Let Me First Tell The Truth. I Missed My Payment Of $38.00 Due To My Stupidity. I Was Suppose To Close On Purchasing My First New Home On 6/17/16.. When My Lender ( Quicken Loans ) Pulled My Final Score.. Then Discover Late Payment And Delinquent Of $38.00, Past Due Of 30 Days That Was Posted On 6/12/16 Which Dropped My Credit Score By 65 Points By First Progress... Now I'm Going To Loose The Lender And $1500.00 In Earnest Money Cause Of $38.00. I Paid And Contacted First Progress Many Times Even Faxing A Goodwill Adjustment And Removal Of Late Payment ... Finally One Customer Service Rep Told Me That A Response Letter Was Sent On 6/24/16 And Can Not Discus The Mater Any Further. I Take Full Blame Of Not Paying On Time.. But $38.00... Horrible Way To Loose A New Home Purchase...

Desired Settlement: A Removal Of Late And Delinquent By July 2nd Or Lender Will Withdraw Loan.

Business Response: July 8, 2016 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 reviewed Mr. *********’s account, and the information as reported does not reflect a bank error. We are therefore unable to fulfill his request for an amendment to his credit files. First Progress sincerely apologizes for being unable to provide further assistance. Under the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. 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.

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

Regards,

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

7/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ONSTAR auto billed me cause late payments on my First Progress Credit card. On May 23rd contacted First Progress. spoke to ****** in customer disputes. Conferenced in James from ONSTAR. I asked ****** what needs to be done to have the late payments removed from my credit reports. She stated it would take 30 days. The late payments were not removed from my credit report but they did update that I closed the account on my credit report.

Desired Settlement: I want the late payments removed from my credit report immediately as stated.

Business Response: June 30, 2016 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, the charge from OnStar referenced by Ms. ******* in this complaint was posted to her account on March 15. Her monthly billing statement, dated March 22, 2016, was mailed to the address on file, as were the subsequent statements. However, no payment was received prior to the payment due date of April 19, nor was any communication received from Ms. *******. Late payment fees therefore accumulated. Ms. ******* contacted First Progress on May 23, 2016 in regards to late fees that were assessed on her account. At that time, as a courtesy, we were able to waive one late fee that had been assessed. A courtesy waiver of a late fee does not include corrections to the credit bureau files, unless the negative reporting is a bank error. As First Progress made no error in providing monthly billing statements that reflect the OnStar charge, the negative reporting to the credit bureaus was not a bank error. Nevertheless, as the issue appears to have been an error on the part of OnStar, and Ms. ******* paid the remaining balance due, we recognize the good faith on Ms. *******’s part. We will therefore request that the credit reporting agencies update their records to remove record of this delinquency from their files. 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

7/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I reported my credit card lost. First Progress is wanting me to pay for charges that I did not make. The Truth in Lending Act limits personal liability to $50. First Progress is not following the law.

Desired Settlement: They need to take off all charges Starting on April 20, 2016.

Business Response: July 7, 2016 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 would begin by confirming that First Progress will not hold customers responsible for transactions made without their knowledge and authorization. According to our records of Mr. ********’s case, however, while Mr. ******** reported the card to have been lost, the merchant provided a signed sales draft. The signature on the sales draft is Terry ********. Our Fraud investigations department contacted Mr. ********, and at first he denied knowing Terry ********. Subsequently, Mr. ******** acknowledged Terry ******** to be his wife. Our Fraud Investigation department was then unable to make further progress on this case without an explanation by Mr. ******** of how the charges came to be made, and whether he benefitted from the transactions. If Mr. ******** is able to provide at this time such an explanation, including which charges were made by person(s) known to him and which made by person(s) unknown to him, First Progress will reopen this fraud investigation. 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: Tiffany Reeves 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.

First of all, the letter is false.


2nd I have already told them when I had my card lost/stolen.

By Federal Law; it does not matter is the **** made the charges or ********* ***** or the ***** himself.   

I did not make the charges or authorize them.

So, I am taking this to small claims court.  The local judge will side with me based on the law!  First Progess can spend thousands defending themselves.


Regards,

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

7/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got this card a few years ago to rebuild my credit after a Bankruptcy clearing, this Credit Company is an absolute scam, they advertise Bill Pay, i signed up for it twice and was confirmed thru my Bank, the payment was never withdrawn leading to a late charge. There is no way to dispute these charges except writing a Letter to a P.O Box like its early 1900s, i wrote a letter after gaining the address from a sales associate, no response and after Months of waiting for a reply a Check of my Credit found the late charge had not been removed, contacted customer service they stated no such letter was received and to rewrite the letter AGAIN and nobody was available to talk to in the Corrospondence Dept . that was 1 late charge in Nov 2014, in Oct. 2015 a asssociate purposely decieved me by telling me a false amount was due, i set up Bill Pay again and this time a Manager from my Bank set it up for me, it worked once on Oct. 30 and then the Bank purposely cancelled the Bill Pay which was supposed to be a monthly withdrawl to incur additional late fees and charges and again leading to a December 2015 late payment report to my credit report even tho i made a payment on Dec 22 which is within the 30 day federal fair credit act, This company is purposely decieving and defrauding cardholders for their own finacial benefit amd ruining credit cardholders credit taking advantage of vulnerable people seeking to repair their credit, i demand these 2 late payment reports to credit bureaus be retracted immedidately, ive read thru 100 of similar complaints, i have no idea how this company has an satisfactory approval credit rating, A complaint will also be filed with the Georgia Dept. Of Consumer Affairs and the Attorney Generals Office to investigate this Company for Fraud!!!

Desired Settlement: 2 late payment reports to credit bureaus removed. And reimbursement of $5,000 due to the fact i have been unable to get approval for a new car due to their bogus credit bureau late payment reports and a damaged credit score.

Business Response: June 20, 2016 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, a First Progress account was opened for Mr. ******* on June 21, 2013 pursuant to his online application. First Progress always accepts payments at no charge made in good order to our payments address. In addition, in order to better serve our customers, First Progress accepts online electronic billpays initiated by our customers at their financial institutions. In his complaint, Mr. ******* states that he signed up for billpay twice, yet the payment was never withdrawn leading to a late charge. We of course have no records of Mr. *******’s interactions with his bank. Our records show that only one payment on this account was made via electronic billpay. This payment for $50.00 was received on October 30, 2015 and credited to the account the same day. We can therefore only recommend that Mr. ******* take this issue up with his own bank. Mr. ******* further states in his complaint he wrote to First Progress regarding this issue. According to our records, when Mr. ******* called our Customer Service department regarding our not having received electronic payments from his bank, our agents advised that he mail or fax to us a letter from his bank stating that electronic billpay had not been made due to their error, and that if such a letter were received we would remove any late fees and remove negative credit reporting due to such errors. However, we do not show receipt of any correspondence regarding this account. Mr. ******* further states in his complaint that “on 6-7-16 I had my final dispute paying off my remaining balance and canceling my account. An associate falsely represented herself as an manager after I requested one and being on hold for 5 minutes and attempted to resolve the dispute on her own I was then on hold for another 10 mins before being forced to hangup.she also said my security deposit would be returned.” We have reviewed the recording of this call in response. Mr. ******* asks our Customer Service agent “Are you a manager?” The agent answers no. Mr. ******* then asked to speak with a supervisor, and the agent transferred the call to the supervisor on duty; but when our supervisor received the call Mr. ******* had already hung up. The supervisor then immediately attempted to call Mr. ******* back at the phone number of record, but it was not answered. In response to Mr. *******’s request on June 7, 2016, First Progress closed the account and credited the security deposit of $300 at that date. A credit balance refund check for $300 was issued on June 10, 2016 and mailed to Mr. *******’s address. First Progress had accurately reported the unpaid balance to the credit bureaus. This complaint does not contain any facts to provide a basis to request a change to the credit report. If Mr. *******’s bank has made an error in failing to process his electronic billpay, we would request a change in the historical credit reporting on this account. First Progress will not pay any further recompense or damages requested by Mr. *******. 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

6/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since moving, I have received no statements from First Progress. They have added a negative entry to my credit report for supposedly being 30 days late on a payment of $38. They made NO ATTEMPT to contact me by phone(which they have my #) nor did they send ANY communication by email(which they also have) In an attempt to contact them, I had to call 4 times and finally was placed on hold for 15 minutes before reaching an agent. This agent could provide me with no reason as to why I haven't received any statements. The account is up to date, and when I inquired as to how to resolve the inaccurate credit entry, he could not provide me with any contact information other than by postal mail. This is an absolute outrage since they have several means of communication and do not bother with them. Also, considering this is a secured account, reporting to a credit company without at least TRYING to contact and resolve the issue with the consumer is just POOR BUSINESS ETIQUETTE.

Desired Settlement: I don't just expect, I demand this issue be corrected. If this has happened to me, I assume that it has, is happening, and will continue to happen to the clients of this business. I also require contact, not through mail, but personal contact by Management of this company for an explanation of why there was such a breakdown in communication.

Business Response: June 30, 2016 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 statement is generated for Mr. *****’s account on the 22nd of each month. According to our records, the statement dated November 22, 2015 was returned to us by USPS with a new address for Mr. *****: **** *** **** ***** ******** ** **********. First Progress then sent written correspondence to Mr. ***** to confirm this new address as per federal regulations. Beginning with the December 22, 2015 statement, First Progress mailed the statements to this new address, which matches the address on Mr. *****’s complaint, and USPS has not returned any of these statements. Of course, we also continued to make the statements available online 24 hours a day, 7 days a week within the Customer Center. The statement dated March 22, 2016 included a notice that the annual fee would be billed to the account the next month, and gave procedures to be followed if Mr. ***** wished to avoid paying the fee by terminating his account. Since no response was received, the annual fee was billed on the statement dated April 22, 2016, and late payment fees were subsequently incurred when no payment or communication was received. The first communication received from Mr. ***** since 2014 was his call of June 24, 2016, during which payment was taken and $37 late payment fee waived as a courtesy. If Mr. ***** is not receiving his statements, we suggest that he contact the US Postal Service with his issue. 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.

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

This is a standard, we don't care attitude response.  Just because they state these things does not resolve the issue. I have not received any correspondence from them via mail and insist the removal of the negative mark on my credit report.  I will not close this account and this problem will not go away. If I must resort to legal action then so be it. This company has a very large amount of complaints and I am sure a class action lawsuit is warranted. 

Regards,

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

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The credit card received from this company has been breached twice within a 30-day period. This company provides no transaction alerts, did not contact me to alert me of the situation, and "blocked" the card without notification. I only learned this after the card was declined. I contacted this company they requested I submit numerous ID verification documents via fax and afterwards refused to "unblock" the card. I thought about this second breach after I submitted my information to this company, thinking it odd and very unintelligent to re-submit my personal information to a company that doesn't alert its customers after a card is compromised. The first breach I once believed was just an unfortunate incident. The second breach within 30-days of receiving a new card I believe was premeditated and attempted by First Progress. After reading reviews of FP and First Equity Holding Group, (its parent company) and First Equity Card (who services business credit cards) I do believe this company purposely compromises its credit card holder's accounts, incorporates a 70-day waiting period to refund closed accounts so that FP can apply additional fees and penalties to the card holder, creating a smokescreen of frustration that most will simply accept and walk away with whatever is left of their funds. This is a very questionable company. I have as of yet to speak with anyone above a supervisory level. I want to speak with senior management.

Desired Settlement: I have as of yet to speak with anyone above a supervisory level. I want to speak with senior management regarding the reoccurance of acount breaches, refund policies and the security of my account.

Business Response: June 17, 2016 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. ******* has twice reported charges on First Progress Card that she did not authorize. After each episode, First Progress has issued her a new card with a new account number, at no expense to her of course. First Progress will also not hold her responsible for the charges she has cooperated in the fraud investigation of. We are sorry for the inconvenience she has undoubtedly incurred in this process. However, we must strenuously object to any representation that “First Progress purposely compromises its accounts”. Such an action would be unethical as well as motiveless: First Progress not only incurs the cost of fraud detection and investigation systems, but also reissues cards and absorbs the costs of confirmed fraudulent charges itself. It is extremely unusual in our experience that Ms. ******* would have been the victim of not one but two compromises in a short period of time. Several compromises of credit card information at nationwide merchants have occurred lately, but her card was not implicated in any of those reported to date. We therefore strongly suspect that one of the local merchants at which both cards were used has been compromised. Our Fraud department is actively investigating. In the meanwhile we would suggest that she carefully watch for any transactions on the card she did not authorize, and avoid using the card at any merchant where both compromised cards were used. 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

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So I have been trying to cancel my account and get back my deposit for over a year now. Since First Progress does not even have a phone number...you have to mail them. I have sent two letters and not one word from First Progress. I then tried recently to log into my account and now the service says my card number does not even have a user ID...IE the account was deleted...but again where is the $500 deposit that I have First Progress?!?! And the entire reason I decided to cancel my account is because the card just stopped working out of the blue and it was 100% paid off. And AGAIN there is no phone number to call.

Desired Settlement: I would like my $500 back

Business Response: June 17, 2016 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 has only received one piece of correspondence from Mr. *******, which did contain an updated address. Unfortunately, Mr. ******* provided an incorrect account number for this account, so we were not able to update the address. First Progress Customer Service is available to cardholders at no charge by phone, just by calling the toll-free number listed on the back of the card. In response to this complaint, we have closed the account, and issued a credit balance refund for the full $500 security deposit via USPS to the new address listed on this complaint. Mr. ******* should receive the 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

6/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON THE MORNING OF MAY 25, 2016, I APPLIED FO* A SECURED CREDIT CARD BASED ON A RECOMMENDATION FROM CREDITKARMA, AND PAID THE INITIAL DEPOSIT OF $750.00 USING MY VISA CARD ENDING IN ********. AN EMAIL CONTAINING THE FOLLOWING WAS IMMEDIATELY SENT TO ME: "Reference Number: ************ Dea* ********* * *******, Thank you fo* you* interest in the First Progress Platinum MasterCard® Secured Credit Card. You* application has been received fo* review and will be processed promptly. If approved, you should receive you* new credit card by mail within 7 - 10 days. There are no additional steps required to complete you* application. We will contact you if any additional information is required. Please feel free to visit ou* website at www.firstprogress.com fo* additional information about the card. Thanks once again fo* you* application. We look forward to serving you* credit card needs. Sincerely, *** ******* First Progress Card" IMMEDIATELY AFTE* THE EMAIL CONTAINING THE INFORMATION ABOVE WAS AN EMAIL CONTAINING THE FOLLOWING: "Dea* First Progress applicant, Please click here fo* important information regarding you* application. https://www.firstprogress.com/email_message/RkKfSCdxpgFcpbKEU3nRSGDhb48Dht Sincerely, First Progress Card www.firstprogress.com Date: Wednesday, May 25, 2016 NOTE: If you have not recently visited the First Progress Card website o* believe that you have received this email in error, please forward this email to emailabuse@firstprogress.com." THE HYPERLINK AT https://www.firstprogress.com/email_message/RkKfSCdxpgFcpbKEU3nRSGDhb48Dht TOOK ME TO A WEBPAGE WITH THE FOLLOWING INFORMATION: “We recently received a request fo* a transaction on you* account. The following information is related to this request: The date of the request: May 25, 2016, 9:47 am EDT The date of the transaction: May 25, 2016 EDT Amount of the transaction: $750.00 The requestor’s name: ********* * ******* Card Type: Visa Last 4 Digits on Card: ******** Reference number: ********** To contact us in writing please send you* correspondence to: First Progress, P.O. Box 84010, Columbus, GA 31908-4010” SINCE MAY 25, 2016, I HAVE TRIED 9 TIMES TO CHECK THE STATUS OF THE APPLICATION ON THE WWW.FIRSTPROGRESS.COM WEBSITE. EIGHT (8) OF THE TIMES, I RECEIVED A NOTICE IN RED LETTERS INDICATING MY APPLICATION COULD NOT BE FOUND. ON THE NINTH (9) ATTEMPT THIS MORNING, I RECEIVED AN INDICATION THAT “Identity Verification Required”. IT IS COMPLETELY UNACCEPTABLE TO ME THAT THIS HAS HAPPENED ON THE FOLLOWING TWO-WEEK PERIOD. THIS HAS CAUSED ME GREAT MENTAL STRESS, AS WELL AS, A LACK OF ACCESS TO MY MONEY. I WANT MY $750.00 IMMEDIATELY RETURNED TO THE ACCOUNT THAT IT WAS REMOVED FROM. i APPLIED FO* A SECURE CARD AND SENT $500.00 0N 4/27/2016 FO* INITIAL DEPOSIT. ON MAY 3 AND MAY 7 I SENT THEM A REQUEST FO* CANCELLATION AND REQUESTED A REFUND OF MY DEPOSIT. i HAVE CALLED ALSO AND NOBODY EVE* CALLS ME BACK. ALL I WANT IS MY MONEY THAT I SENT TO THEM. WHAT CAN I DO TO GET MY MONEY???

Desired Settlement: A immediate return of the $750.00 that was removed from my Visa account ending in ********.

Business Response: June 14, 2016 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 for a First Progress account on May 25, 2016, at www.firstprogress.com. He paid the security deposit required for all First Progress accounts, but did not pay for the expedited processing service. As required by the Patriot Act and other federal regulations, First Progress must verify the identity of applicants in order to open a card account. We needed additional documentation in the case of Mr. *******’s application in order to open an account, and therefore mailed a letter via USPS to Mr. ******* on June 4, asking him to provide documentation. The letter was sent to the physical address provided on his/her application, namely **** ****** ***** ****** ********* ** ***** . On June 8, 2016, Mr. ******* spoke with our customer service department, requesting to cancel his application. We canceled the application, and issued a refund of his security deposit to the VISA card used to provide the deposit on June 9, 2016. 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

6/27/2016 Problems with Product/Service | Complaint Details Unavailable
6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dishonored contract; said I maid several late payments. I was late once trying figure out online billing had it on 23rd. Saying my bank wells fargo withdrew 50 dollars on payment trying to submit proper payment methods could not identify my first progress card. They charging me $10 dollars for every monthly payment. I had account close. No way make proper payment other than checking. I talked to customer service told me I was good standing and waved first late payment. CEO said other wise. Also told me tried running my checking account that to many returned checks? I checked my online banking payment has gone through. I don't know what he is talking about. I believe first progress is fake company. I want my current $140.29 waived that they are trying charge me for closing cost; they refuse my payment of checking they do not accept visa. CEO said money gram or western union I never heard of this from credit card company? I want them submitted to the Better Business Beuru bad practice not wanting improve there payment method of debit.

Desired Settlement: I want my fee waived and closed I want bad remark on there fake credit system. I want this removed from my credit report. I am very unhappy.

Business Response: June 6, 2016 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 January 27, 2016 billing statement reflects a minimum payment of $38 with a payment due date of February 24, 2016. When payment was not received by this date, the account was assessed a late payment fee of $27 on February 25, as reflected on the February 27, 2016 statement. The February 27, 2016 statement reflects a minimum payment of $76, due by March 24. A payment of only $50 was received on March 22. As a courtesy, a credit was made to the account for the $27 late fee already assessed. But as the required minimum payment was not received, a late payment fee of $37 was assessed on March 27, and reflected (with the credit) on the March 27 statement. On March 28, however, Wells Fargo dishonored the payment of $50 with the reason code of “Customer advises not authorized” and reclaimed the funds paid to First Progress. The returned check fee of $27 was therefore assessed on March 28. Mr. ******** requested to close his account, which was processed on March 31. At account closure, his security deposit of $300 was applied against his outstanding balance, leaving a balance due of $83.29, due by May 24, 2016. When payment was not received, a late payment of $37 was assessed on May 25. The current balance due is $120.29. To avoid any additional fees, Mr. ******** must submit payment of $120.29 by June 24. Payment can be made via mail or by electronic billpay from Mr. ********’s financial institution. 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

6/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had a First Progress credit card since January 2016. I never used it until last month. Each month the bill showed a zero dollar balance. This month is the first payment I am having to make. I have about 5 other credit cards with other large credit card issuers and have had several others in the past. This is the only credit card company that has refused to accept my payment. My payment is due today, May 24, 2016. On all other credit cards, I pay on the due date on their website. My payment is credited on the due date and isn't late. First Progress doesn't have an online payment option. That was how I tried to pay my bill first. They claim I can pay it through my bank's bill pay. I set that up, but my bank won't withdraw the money from my checking to pay my bill until Friday, May 27. First Progress claims I can pay by phone. They are lying. I called the phone number on the back of the credit card. I was left on hold for so long that my phone eventually ran out of minutes and hung up by itself. No one ever answered the phone. I had to search online forums to find a different phone number to pay my bill. I called it. Someone picked up almost immediately, refused to accept my payment, and instead transferred me to somewhere where I was left on hold for 20 minutes without anyone ever picking up until I eventually hung up because no one ever answered the phone. I called the phone number again from the forums and asked to talk to a supervisor so I could make my payment. The person lied to me, telling me she was transferring me to a customer service supervisor so I could pay my bill. I hung up after about 20 minutes. No one ever picked up the phone. I called the forums phone number 888-379-1075 a third time. The name of the person I talked to is ******. She refused to accept my payment and told me she would also transfer me to "customer service" where "people make payments" (where no one ever answers the phone I had discovered). I told her that if she didn't either take my payment or transfer me to someone who would take my payment, I would file a complaint with the BBB because they have completely refused all my efforts to pay my bill and have wasted over an hour of my time. All of this has occured prior to 10:15 am May 24, 2016, which the date the bill is due. This is way more than enough time for any competent company to accept a payment. They have convinced me that they are trying to get people to pay late by refusing payments.

Desired Settlement: First Progress credit card plans to charge me a late fee of $38.00. They intend to report me to the credit bureaus as having made a late payment. Both of these problems need to be fixed. My payment is made on time meaning before 10:15 am on the date it is due. Absolutely no other credit card company, utility company, bank, or business of any kind would consider this to be a late payment.

Business Response: May 26, 2016 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, Miss ****** used her First Progress card for the first time on April 14, 2016. Her account statement dated April 27, 2016 accordingly lists a minimum payment due by May 24, 2016 of $38. First Progress allows a “grace period” of at least 25 days in order for customers to have ample opportunity to make their payment by the due date. We also provide a payment coupon and a window envelope for customers to make their payment by mail. Payments by mail to the specified address are always accepted without any charge and are credited to the account the same business day they are received. We also accept electronic billpay at no charge, and credit those payments to the account the same business day they are received. We are sorry that Miss ******’s bank would take substantial time to initiate such payments, but we are unable to affect their process. First Progress is unable to initiate electronic payments for customers on our website because under NACHA rules we would thereby be held responsible for any fraudulent payments. In the past we experienced substantial fraud with such online payments, unfortunately preventing us from making this service available more recently. First Progress does try to make available an expedited telephone payment service for a $10 fee, as specified in the application and account disclosures. In our customers’ interest, we do not encourage use of this service; we recommend that customers use the mail or electronic billpay services, for which First Progress assesses no fee, instead. We are sorry that Miss ****** experienced a delay reaching a live customer service agent at our toll-free Customer Service number on May 24. However, the number she found in an online search was not the valid number for First Progress Customer Service. We would encourage her to call only the number on the back of her card, and we apologize if there is a wait. Upon receipt of this complaint, we contacted Miss ****** and accepted a telephone payment from her, waiving the late fee as a courtesy. We can further assure that, as long as her bank honors her payment, her account will not be reported this month to the credit bureaus as delinquent. If there are any additional questions, Miss ****** 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

6/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a secured credit card for the purpose of helping my credit score. After approval process, they deducted 200.00 from my account and told me to expect my card within 5 business days. This was on April 29. I attempted to call them repeatedly after 3 weeks went by with no card and no communication from them. The customer service number has a recording saying all agents are busy and to call back later. I called more than a dozen times in one day and started calling as soon as they opened the next day and got the same dead end message. The only contact info provided online is a mailing address. I have filed a dispute claim with my bank to get my money returned. First Progress has cost me precious time as I was planning to purchase a home and had been advised by a credit counselor to get a secured card to boost the credit score, I am out the money and my time. Stay away from this crooked company who takes advantage of people. With all the complaints, I have read, how does the BBB come up with an A+ rating???? do your homework!

Desired Settlement: I want my money back immediately.

Business Response: May 26, 2016 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 opened an account for Mr. ******** on May 10, 2015 and mailed the card, along with other information about his new account, to him at **** ******* ******, Fort ****** ** *****, the address he provided with his application and the same address as is listed on the complaint. However, the cardmailer was returned to us by USPS on May 23, 2015 with the label “RETURN TO SENDER/NOT DELIVERABLE AS ADDRESSED/UNABLE TO FORWARD”. We are sorry that Mr. ******** did not receive his card promptly; however, we suggest he take up this issue with the USPS. We can provide an image of the envelope as USPS returned it if needed. As per Mr. ********’s request, we have closed the account already opened, waived the annual fee assessed upon opening the account, and refunded the $200 security deposit he had provided. We’re sorry we were unable to serve Mr. ******** better. 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

5/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my card over 5 weeks ago and have yet to receive my refund for my deposit.

Desired Settlement: Send me my money immediately.

Business Response: May 13, 2016 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. Upon receipt of this complaint, we have issued a refund for the amount of $300 on May 9, 2016. 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 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

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i APPLIED FOR A SECURE CARD AND SENT $500.00 0N 4/27/2016 FOR INITIAL DEPOSIT. ON MAY 3 AND MAY 7 I SENT THEM A REQUEST FOR CANCELLATION AND REQUESTED A REFUND OF MY DEPOSIT. i HAVE CALLED ALSO AND NOBODY EVER CALLS ME BACK. ALL I WANT IS MY MONEY THAT I SENT TO THEM. WHAT CAN I DO TO GET MY MONEY???

Desired Settlement: MY $ 500.00 THAT I HAD SENT IN FOR THE DEPOSIT

Business Response: May 25, 2016 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. In order to complete processing of Ms. ******’s application, a letter was sent May 4, 2016 advising additional information was needed to verify her identity; however, a response was not received. We have also searched our records, but cannot find any call or correspondence received from Ms. ****** requesting cancellation of the application. Upon receipt of Ms. ******’s complaint, First Progress has refunded her the $500 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.
When I receive my $500.00 dollars I will advise you and then and only then I will consider this file closed.

Thank You so much





Regards,

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

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: no customer service available . no phone . resulting in excessive service charges and no way to let me resolve them very shark service. extreme damage to my credit.

Desired Settlement: waive fees adjust credit report

Business Response:

May 6, 2016

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 Thomas ********.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

The customer service number, (866) 706-5543, is listed on the back of each First Progress card; correspondence address is listed of every statement.  According to our records, we have no contact from Mr. ******** in 2016 prior to May 2nd.

The annual fee for the account ending in **** was billed on the statement dated February 22, 2016.  A payment due date of March 19 was listed on the statement, but no payment was received.  The statement dated March 22 therefore reflects a late payment fee and payment due date of April 19.  Payment of $66 was received on April 20, leaving the second fee unpaid.  We have waived this fee as a courtesy.

The annual fee for the account ending in **** was billed on the statement dated February 4, 2016.  A payment due date of March 1 was listed on the statement, but no payment was received.  The statement dated March 4 therefore reflects a late payment fee and payment due date of April 1.  Np payment was received until April 23.  The account is now current.

Both accounts are now current and will be reported again to all three credit bureaus in May 2016.

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       

5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They took money from my account and I never even signed up for the card.

Desired Settlement: Money back

Business Response:

May 3, 2016

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 researched our records, but cannot locate any record of any application under the name of Ratoya *****.  We would be happy to research the withdrawal Ms. ***** has referenced upon receipt of proper documentation of a payment to First Progress. Ms. *****’s bank should be able to provide the 15-digit ACH trace number for any payment made.  Once received, we can investigate through the payment processing system on her behalf.

Sincerely,

First Progress

cc:        ******* ******

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120       

Tell us why here...

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was denied secured credit card. However they deducted $200 from my account to fund the card. When I asked for my money to be returned I was told it was not taken, just temp hold. When payment cleared my bank, again they said they never received funds fax proof funds were deducted - I did. Still no refund - they claim my bank did not pay. Conference call with my bank and First Progress - bank refuses to credit my account because funds were collected by First Progress.

Desired Settlement: I would like the funds returned to my bank account immediately. Funds were transferred with a bank card - refund can be immediate

Business Response: April 21, 2016 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, no application has been completed by Ms. ********. Ms. ******** began, but did not complete, an application online on April 13, 2016. However, no security deposit was received, and therefore the application was not completed. Our payment processor does not show receipt of any funds pursuant to Ms. ********’s application or name. If Ms. ********’s bank can supply us with a 15-digit ACH Trace number, we will be happy to pursue the matter further. In the meanwhile, we suggest that Ms. ******** dispute this item directly with her bank, so that she may receive an immediate credit. We are sorry that Ms. ******** has been inconvenienced 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.

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

Regards,

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

Business Response: April 26, 2016 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. Thank you for the documentation provided. Researching with the documentation helpfully provided by Ms. ******** with the rebuttal, we were able to locate an application completed the following day, April 14, 2016, in the name “Tanya L.” (no “********”). This application did include a security deposit for $200. According to our records, this application was not denied, but was withdrawn by the applicant on April 25, 2016. We have therefore refunded the $200 to the VISA ending in **** from which it was paid. We are sorry for any inconvenience to Ms. ********, and hope that this satisfactorily addresses the matter. Sincerely, First Progress cc: ******* ****** Synovus Bank PO Box 120 Columbus, GA 31902-0120

4/18/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I've been with this company for three months. They claimed they reported to all three credit bureau's. At first only 2 of them even showed I opened an account. Now all 3 of them no longer show I have an account and transunion shows the only status as that I have a negative closed account. My account is in good standing and never once had been otherwise. None of the credit bureau's show any type of payment history whatsoever, or even any type of LINE of credit with them. They misleads me because that was the only reason I even got their product was to have my information submitted to the credit bureau's. In order to resolve my complaint they need to do as they promise in their advertising and report all information about my account to the 3 major credit bureau's.

Desired Settlement: I need them to submit payment history, LINE of credit and that my account is in good standing like they promised in the advertising.

Business Response: April 18, 2016 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 records reflect that a First Progress Card was opened for Mr. ****** on March 10, 2016 pursuant to his online application. Mr. ****** contacted Customer Service on March 24, 2016 advising his First Progress card had been lost. For Mr. ******’s protection as well as ours, the lost card account ending in **** was blocked and a new card was issued (at no charge) ending in ***** Mr. ******’s credit history will continue to be reported monthly, under the new account number ending in ****, to the three major credit bureaus, Experian, Equifax and TransUnion. If Mr. ******’s new account is not appearing on one of these credit reports, it may be due to a dispute or other information filed by the consumer with that bureau. If this is the case, Mr. ****** will need to contact the bureau directly to have the alert removed. 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,
**** ******

4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It is impossible to get in contact with someone from this company. I want to cancel my service with them and cannot even speak with a Represenative about policy and procedure and getting my money back. You cant find a phone number anywhere on their website or online. There are complaints all over the internet regarding communication with this company. I want to cancel my service and get MY money back. How is this company rated A+ with BBB. Terrible Customer Service!

Desired Settlement: I put $2,300 dollars in Secure CC and I do not know how to cancel my service and get my money back.

Business Response: April 4, 2016 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. **** had two First Progress accounts. According to our records, Mr. **** opened these accounts in March 2015 but did not make any payments for seven months after August 2015. As a result, the monthly account statements beginning with the statement dated December 12, 2015 showed the account as past due. The accounts were finally closed for nonpayment in March 2016. The account statements were mailed each month to the address of record, *** * **** * ******** ** *****, and are provided at no charge in the online Customer Center at www.firstprogress.com. We notice, however, that the address Mr. **** put on his correspondence, *** * **** * ********** ** *****, is not the address of record he provided for his First Progress Card accounts. Perhaps he moved but did not provide us with his new address until now? First Progress agents stand ready to take calls at the number provided on the back of each card between the hours of 9 am and 9 pm, Eastern Time, Monday to Friday, as well as 9 am to 5 pm Saturday. Our records show that Mr. **** called and spoke to one of our representatives on April 1, 2016, but not prior to that date. The credits remaining after Mr. ****’s accounts were paid in full, $1,963 and $263, will be provided to him via a credit balance refund check mailed to the address listed in the complaint, *** * **** * ********** ** *****. We will issue this check no later than April 7, 2016. We are sorry that we are unable to reopen Mr. ****’s accounts. 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: ******* *****s Synovus Bank PO Box 120 Columbus, GA 31902-0120

4/8/2016 Problems with Product/Service | Complaint Details Unavailable
3/28/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with First Progress which ended in **** that was a victim of a fraudulent charge Case #************* in the amount of $137.00 from an out of country merchant name- ***************. I returned the declaration of Fraudulent Activity form on 2/15 and was informed that the account ending in **** was closed and that they would open a new card for me. I received the card in the mail however I did not want to re-open an account with them based on my previous experience. They closed the new card and informed me that I am due a credit of $790.00 which was based off my security deposit of $750.00 and a $40 account credit from an overpayment. I have never paid late on this card and I have tried to maintain a zero balance, yet after the fraud charge, they have removed all of my credit history from my credit report (and replaced it with a fraud status) which should be returned in full to reflect my account status the past year of having the account open. Additionally, I have not received my $790 account credit, and I want to receive that immediately. I want a check to be mailed out today. All accounts have been closed, and I have shown no indication of any account abuse which would cause a longer delay in returning my funds.

Desired Settlement: Please send me a check for my total credit account balance of $790.00 within the next 5 business days. I have been a good customer and now feel cheated based on how my experience has played out with First Progress.

Business Response: March 17, 2016 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. ****** received a credit on February 11, 2016 for the $137 charge he references in his complaint. His statement dated February 12, 2016 shows the details of the credit as well as the other purchases and payments. The $42.13 credit balance on that statement is net of the credit, the payment, and all other purchases made that month. Per Mr. ******’s request, the account was closed on February 19, 2016. The $750 security deposit was promptly credited to his account as shown on the statement dated March 12, 2016. A credit balance refund check for $792.13, or the $750 security deposit plus the $42.13 net credit balance, was mailed to Mr. ****** on March 12, 2016. The credit history Mr. ****** had built with the First Progess Card is continuing to be reported to the credit bureaus under the new account number ending in ****. We are sorry that he has closed his account and will be happy to serve him in the future if he wishes to open a new account. 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,

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

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After 10 day of applied for a secured credit card ( $200),they took the money from my checking account the same day.After ten days not even a call,or email,nothing.Today I called the Cust Rep and informed that they need more information about me. Asking me for a credit report in order to process my orden.Non sense at all. After that issue I asked for my money back,and the Rep,told me to wait between 7/10 days.They took my money at the same time I placed the order,never contact me . I ask for my money back now. My opinion regarding this company is very very bad. They take the customers money to solve their problems. I would like to place this complaint,in order to receive my money ASAP.

Desired Settlement: The same way the took it,from my bank (ach).

Business Response: March 9, 2016 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 online for a First Progress card on February 27, 2016. As part of the application process, he expressly authorized First Progress to obtain the $200 security deposit and supplied a MasterCard ending in 5603 from which these funds should be obtained. First Progress responds to all completed applications within 30 days. Expedited processing was offered as an option, but Mr. ***** did not request it. On March 8, 2016 Mr. ***** requested that his application be withdrawn. As a result, the $200 has been returned effective today to the MasterCard account in which the funds were withdrawn. 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: ******* Reeves Synovus Bank PO Box 120 Columbus, GA 31902-0120

3/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with First Progress that has a zero balance. But they are reporting on my credit report that I'm over 90 days late on payments even though I have a zero balance.

Desired Settlement: I would like First Progress to delete the information on my credit report.

Business Response: March 8, 2016 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 is reporting this account, and has been for the past year, as having a zero balance and current to the credit bureaus. However, our records indicate that the account had been 90 days past due in 2014. Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Therefore, we are unable to make any adjustments. 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

3/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approved for this card and its secured. I paid the deposit and the expedited fee. It took over two weeks two get the card. I have only used the card twice totaling 60$. I have a limit of $200. I went to use my card and it was declined.I later found out that I had a current balance of $177.13 and an available balance of $28.. I paid what I used but I received no statement and can not see one online. Can not talk to anyone on the phone.. I believe this will mess up my credit and would like to get my deposit back.

Business Response: March 8, 2016 Better Business Bureau Attn: Rosemarie Cook 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 disclosed in the application process, the annual fee was charged upon account opening. Our records indicate Ms. ******* has also used the card for the transactions indicated below. If any of the transactions were unauthorized, Ms. ******* should write us at P.O. Box 84010 Columbus, GA 31908. 2/4/16 $39.00 Annual Fee 2/18/16 $104.94 AmazonPrime Membership 2/22/16 $33.19 Victoria’s Secret 2/29/16 $16.54 Journeys Kidz We do not show that the statement dated February 27, 2016 has been returned by the USPS; therefore, we suggest Ms. ******* check with her local postal carrier. In addition, statements can be accessed at our online Customer Center at www.firstprogress.com. 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

3/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To: First Progress Card I have been a secured-card customer since 6/10/13, and since that time, I first enjoyed my experience with First Progress, but not lately. I am writing to see if you would be willing to make an adjustment to your reporting to the three credit agencies. The reasons listed out below are two-fold: 1. Due to a medical emergency. 2. Due to a sudden change in the online payment process available on your website. Regarding Reason #1 In late 2013 I began to feel ill and on November 8, 2013, I suffered a Grand Mal Seizure and was hospitalized with over 6 months of “no-activity allowed” bed-rest post-treatment. This not only meant I was physically ill, I could not work reliably. I unfortunately found it very difficult, if not impossible, to follow up on every account due, both mentally and financially. My family was able to help make payment obligations on my behalf, but not all. During this 6 month period, I was contacted by phone by one of your representatives; I honestly explained the situation, but he had no emergency-health options for me except to "increase my credit line" which I did not understand. Did you want more money from me than even what was due? He was not helpful but said he would look into options and never returned the call he promised. Regarding Reason #2 Additionally, though I was now capable of making payments by Aug/14, without any warning, on or around 9/19/14, the online payment functionality of the First Progress website was removed – now online payments needed to be made through an online bank using “e-billpay” (which explains my Aug-Sept, 2014 late payment). Again, no prior notice was supplied and other First Progress customers also note that were left scrambling to find out how to set this up and yet meet a their payment deadline (Reference: BBB website). The industry-standard option of auto-pay was suddenly gone. Where the website allowed the same auto-payment initiation as other websites have, your website showed a complicated and cryptic display of a new policy. REMARKS ON CREDIT REPORT (#1) Because of this emergency health problem, my credit report shows: -Dec/13: 30 Days Late -Jan/14: 60 Days Late -Mar/14: 30 Days Late -Apr/14: 60 Days Late (#2) Because of the sudden removal around (9/19/14) of a common, industry-standard online payment system, and now having to call your customer service (unreachable)... then research and set up a new way to pay (my banks e-bill) which finally worked but took some time into place, my credit report shows: -Aug/14: 30 Days Late -Sept/14: 60 Days Late On a positive note, since October of 2015, for 16 months, I have made ONLY ON-TIME PAYMENTS to my First Progress card. Unfortunately, these markings from First Progress are the ONLY derogatory remarks I have on my report, and are now preventing me from getting any auto loan or any financing for seven years. With automatic “e-billpay” bank payment re-occurring, I have reduced my utilization and paid off my balance in full. With stable income, a sound mind, and with my health restored. I hope this shows you this was an isolated event and worth a look. Removal of those “30, 60” days past due markings will undoubtably lift my credit score, which was my goal in opening this secured card. I hope you are still my partner in helping build credit. Otherwise, the attempt to rebuild using a secured First Progress card has ultimately failed and damaged my report beyond repair. I hope that you will truly consider my request due to reasons 1 & 2 above, and prove that First Progress is an asset to anyone seeking to rebuild their worthiness. I look forward to your reply.

Desired Settlement: I am requesting First Progress will understand that medical exceptions are necessary- I spoke to a customer service rep during the 6 months of bed rest and he said he would "see what he could do" -- perhaps he did not mean it, and left me with false hope that First progress cares about its' customers when in an emergency. I'm unfortunately not so sure of that, anymore. I am requesting First Progress will take responsibility for removing the ("old") payment system suddenly from their website and grant a removal of late remarks in my credit file. First Progress removed the most important feature possible from their website with no obvious notice to customers. With the poor phone support available (there is NO level of supervisor available ever), it was very difficult and time-consuming to suddenly set up a new ebill system, in a panic, in order to meet another payment deadline. I find First Progress fully at fault for this and hold them responsible to remove the late remarks for Aug/14 and Sep/14, as they were directly caused by this problem. Lastly, I'd like First Progress to realize they have potentially lost a customer. While it is a credit-building service, it is my secured deposit they are making interest on, they are making interest on my purchases, I pay all annual fees on time, and yet I am treated with cold disrespect by letter correspondence only.

Business Response: March 8, 2016 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 we cannot fulfill your request to amend your credit files. Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment. We realize that you will be disappointed by our inability to address your issue, and that you may choose to close your account as a result. We can only hope that we are more successful at addressing any other issues you may have in the 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: 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.]


First Progress maintains in their response to me, that "Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment.

In two examples of satisfactorily resolved complaints, seen here in the BBB complaints directory, First Progress has has shown that they do, in fact, remove "30+ days late" reporting and other remarks from credit bureau reporting. 

Example #1: 
"Billing/Collection Issues" -  2/1/2016 --
First Progress said "As Mr. ******* has closed his account, as a courtesy, on receipt of this follow up complaint, we have removed the 30+ days late reporting from his credit reports. The update was submitted to the credit reporting agencies on January 27, 2016, and may take up to 45 days for this update to be reflected on his reports. We hope this fully satisfies Mr. ******* in regard to his First Progress Card. "

Example #2:  
"Billing/Collection Issues 2/29/16"

Desired Settlement: I need for the removal of the incorrect late fees as it is inaccurate and are adversely affecting me. On 12/02/15 I spoke with the agent and paid the $103.00 and $142.00 respectively. Please remove the erroneous 31, and or 61-day late payment entries, as they are inaccurate and are hurting my credit rating.

Business Response: February 17, 2016 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 unable to find any record of a bank error in regards to Mr. ******* not receiving his statements, as Mr. ******* signed up for electronic statements. This is something our cardholders must sign up for themselves, as our agents cannot elect for cardholders to receive electronic statements. Our records indicate email notifications of statement availability were provided to Mr. ******* at ******************** on the following dates and times: 2015-07-27 06:36:00 2015-08-29 03:29:53 2015-09-27 11:02:30 2015-10-25 13:29:23 2015-11-24 13:13:21 2015-12-27 05:43:38 2016-01-24 15:43:57 As a courtesy, we have removed the past due history from both of Mr. *******’s accounts, viewing this as an honest mistake, made by Mr. *******.  

It is very clear reading through these, that other people have had their credit reporting changed, and yet my response was that I am denied the same consideration. The account I cited in my complaint is accurate, as others had similar problems when the online payment options disappeared, as well.

 In Example #2, First Progress says exactly "As a courtesy, we have removed the past due history". My response is that they are not capable of that.  Why am I being treated differently or told a different rule? I stated in my complaint that due to the removal of their online pay system, I was confused and did not understand how to make a payment through my bank, when I had been making payments through their website all along. This is an honest recollection of what happened. It was a fundamental change in the way one is able to care/pay for their account. This was honestly the case, and yet First Progress only sends me the same cold phrasing, but sends others "courtesies" as referenced here in the BBB complaints, in numerous cases. 

Other people have had their credit reporting changed, and yet my response was that I am denied the same consideration. 

I believe First Progress does not wish to extend the same courtesy to me and is discriminating against me for some reason. Suddenly taking away an online payment system is a very big deal for keeping current on one's account. I hope others who are reading this realize that this company is not there to help you, or they do so with little real concern, if they show such blatant discrimination towards some customers. Shown here in the BBB listings, they do indeed extend courtesies, even though they tell me "Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies. Unfortunately, this prevents us from extending you the courtesy of an adjustment." Which one is it First Progress? You can't send a form letter to one person and say the opposite to others. I was honest in my statement about not understanding the transition away from your online pay system and that it resulted in late payments.

Since you practice discrimination with your customers, like myself, for what reason I do not know, I cannot do business a company like you. Additionally, I will warn others, there is no auto payment ability with this card, which is the best feature you could offer to anyone seeking to build credit-- making on-time payments. While I can understand First Progress not wanting to address my period of illness and denying an adjustment to that struggling time-frame I encountered (and I took/take responsibility for, I only asked), First Progress has given others courtesy adjustments (evidenced here in the BBB), but will not extend it to me for an honest mistake which began due to the confusion of having auto pay one day, and then not having it all and then having to call my bank, learn how to set up e-payments through my bank (which took some time. First Progress does not even do "e-bills"- you have to GUESS THE PAYMENT or look it up each month).
I am ashamed of this company and no longer wish to do business with you, First Progress. Please close my account and refund my secured deposit within 7-10 days. You are clearly not interested in being a partner in building credit, you are just a bank with no features aiding one to do that, you have no empathy, nor customer service agents who express any, and YOU ARE DISCRIMINATING AGAINST ME, but not others. Is that the message you want to display to other customers? It was an honest mix-up with the payment system, and yet you will not extend me the same courtesy you extend others.

I've had better service and credit-building opportunity with a non-secured lender than this setup, by far. I advise anyone who reads this to heed warning that First Progress will discriminate against you, favoring some, and change their payment system on a whim with little to know notice and then expect you to figure it all out. Then they will decide you are not as good enough for "courtesy," but others are.

Please do close my account and refund my secured deposit of $1000.00 - which I expect to receive within 7-10 days. I again, respectfully request you to "extend courtesy" (which you have repeatedly said you will do for others, but not me) to change the late payment reporting, which was due to your sudden decision to overhaul the way I depended on paying you. As you can see I have been paying quite regularly, since, and the dates I mentioned were the honest mistake, and exception. Thank you.


Regards,

Jason Tillotson

Business Response: March 15, 2016 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 try to help as many customers with their requests as we can, subject to the individual circumstances of their accounts. We are therefore sorry we were unable to assist Mr. ********* with his request for a credit reporting amendment. Per Mr. *********’s request, the account was closed on March 12, 2016. The $1,000 security deposit was promptly applied towards his account and a credit balance refund in the exact amount was issued on March 15, 2016. Mr. ********* should receive the refund via check within 7-10 business days from the date of issue. We regret that Mr. ********* was disappointed. If he 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

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have a credit card through them for the past 3 yrs and 8 months back i changed my address and gave them the change of address .this is prepaid card and i rarely use it. so today i was shocked to look at my credit online and found that i was 30 days late on my payment in transunion and about 60 days late on equifax. i called them and they said they dont shown any change of address in their system and since no mail was returned they did not contact me on my email or phone and just reported to the credit bureau s. . i requested them to help me as this affects my credit all they gave me was an address to write a letter and dispute. i was made to wait on line for 10 minutes before i got a supervisor online. he was no help either. the customer service i received was terrible and when i said i wud like to cancel , they said i will receive my refund in 10 weeks after cancellation.. customer service is poor and no higher authority can be reached on phone or email and this is 21st century and they claim to have highest rating from better business bureau .pls help poor consumers like me.

Desired Settlement: i would greatly appreciate if this can be resolved asap and the late payments removed from my credit without me running from pillar to post. thank you very much best regards **** **********

Business Response:

March 3, 2016

Better Business Bureau

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

500 12th Street

PO Box 2587

Columbus, GA 31902

       

RE:      *********** **********

            Case No.:  11156978

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 checked our records but have received no record of an address change.

Statements are available at all hours at our online Customer Center, where we observe Mr. ********** had set up an online id.

We are sorry that Mr. ********** closed his account. As a courtesy, we have waived the last two late fees and removed the negative credit bureau reporting of the delinquency of the account. A check for his remaining credit of $244.26 has been issued and mailed as of March 3, 2016.

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  

3/15/2016 Problems with Product/Service | Complaint Details Unavailable
3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am traveling as I informed First Progress. I am in SE Asia and the middle east. Getting access to the internet is very difficult. Mail is late to reach me. I did, before leaving Los Angeles tell First Progress to email me any information as I could not receive mail. I pay my balance as often as I can get internet access and now they have turned off my card. They do not have any way to contact them except by US Mail -- slow to say the least from most of SE Asia and virtually impossible in the middle east.

Desired Settlement: Please activate my card, I just paid more than minimum payment.

Business Response:

March 2, 2016

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 last payment received from Mr. ********* was on December 1. As his account has become seriously delinquent, it cannot be used for further purchases until it is brought current. As of today, a minimum payment of $230 is past due.

Payment is due on his account by the 24th of each month. We would recommend that Mr. ********* set up monthly automatic payments from his financial institution, if possible. If this is not possible for him, we would recommend he close the account.

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  

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I can't reach a real person on the customer service number to find out why I can't use my card. I paid the full amount and two days later I still can't use my card.

Desired Settlement: To speak to a customer service representative on why I cannot use my card.

Business Response: February 18, 2016 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. ***** made a payment of $198.21, which posted to her account on February 9, 2016. Ms. ***** has not been able to use her card, due to the payment hold described at time of application and in the Cardholder Agreement: “For all payments, depending on the payment amount and/or how long your account has been opened…such payment will not increase your Available Credit until we are assured that he payment 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. Ms. *****’s payment was processed on February 9, 2016, with an effective date of February 9, 2016. While the payment was posted and credited to the account immediately upon processing on February 9, a hold was placed on the amount of $198.21 until we are certain that the funds will be honored by Ms. *****’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. The hold was released, and funds were made available on February 17. Ms. ***** has successfully been able to use her card to make purchases today. 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

2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I closed my account about six weeks ago. I was told I would be sent my $400 security deposit sent with in six weeks. It's been the allotted amount of time and I haven't received it. I tried calling their 1-800 number but the menu won't continue anywhere without an account number. I currently don't have an account number anymore so I can't talk to anyone about it.

Desired Settlement: I just would like to know if my $400 security deposit check has been mailed.

Business Response: February 17, 2016 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 14, 2015. At that time, his security deposit, in the amount of $400, was applied against his outstanding balance. As Mr. ********* did not have any balance due, his account had a credit balance of $400. A credit balance refund check was issued on February 4, 2016, mailed to the address on file. The standard timeframe to receive a refund, once issued, is 7-10 business days. Mr. ********* should receive his check by February 19, 2016. If there are any additional questions, Mr. ********* may use his former account number for any interaction with our automated system, or speak with 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, First Progress cc: ***** **** Synovus Bank PO Box 120 Columbus, GA 31902-0120

2/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There were two delinquent charges of $103.00 on my card ending in ********. Also, there was another charge of $142.00 on my card ending in ********. I called customer service and they informed these were both late fees for not paying my annual fees that were late. The agent told me they send emails. I never received a statement via mail, an email, or a phone call indicating this and I check my in box daily including spam. Nothing at all. I was never sent my statements via regular mail or an email notification.

Desired Settlement: I need for the removal of the incorrect late fees as it is inaccurate and are adversely affecting me. On 12/02/15 I spoke with the agent and paid the $103.00 and $142.00 respectively. Please remove the erroneous 31, and or 61-day late payment entries, as they are inaccurate and are hurting my credit rating.

Business Response: February 17, 2016 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 unable to find any record of a bank error in regards to Mr. ******* not receiving his statements, as Mr. ******* signed up for electronic statements. This is something our cardholders must sign up for themselves, as our agents cannot elect for cardholders to receive electronic statements. Our records indicate email notifications of statement availability were provided to Mr. ******* at ******************** on the following dates and times: 2015-07-27 06:36:00 2015-08-29 03:29:53 2015-09-27 11:02:30 2015-10-25 13:29:23 2015-11-24 13:13:21 2015-12-27 05:43:38 2016-01-24 15:43:57 As a courtesy, we have removed the past due history from both of Mr. *******’s accounts, viewing this as an honest mistake, made by Mr. *******. 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

2/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for the card it was to be a line of credit. It asked how much i wanted to put down as a down payment I said $200. They said I would have a decision the next business day. I didn't receive and anything so I called them. Customer service proceeded to tell me that i was approved for a credit limit of $200 so i asked what was my line of credit she said $200 I said the how much do i have to put down she stated $200. I said how are you giving me a line of credit then. I asked for my 29.95 dollar fee refunded and she told me no. I asked to speak to someone else she put me on hold and she came back stating that she was told to not refund me my money. I never got to talk to any one else on the matter. I read nothing stating that this was going to be all my own money and they would charge me an annual fee to spend my money and interest on my money.

Desired Settlement: All I want is my $29.95 back and to make sure they are not doing this to others They should be made to post a disclamer on their sight stating excately what they do instead of conning innocent people!

Business Response: February 9, 2016 Better Business Bureau Attn: ********* **** 500 12th Street PO Box 2587 Columbus, GA 31902 RE: ***** ***** Case No.: 11117130 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 does not “con innocent people”, as Mrs. ***** states in her complaint. First Progress Offers Secured Credit Cards, as stated in the application disclosures, in bold print: I understand that if I am approved, as a condition of obtaining the secured credit card account, I will be required to deposit and maintain funds in a non-interest bearing security Deposit Account at Synovus Bank to secure all my obligations on the credit card account, in accordance with the Cardholder Agreement and the Deposit Agreement which will be provided to me. The same disclosure also states If an account is opened in my name, my Account will be assessed an Annual Fee as specified in the accompanying Summary of Terms upon account opening, and annually thereafter, and billed to my account, regardless of whether or not the card is activated or used to make purchases. To which Ms. ***** checked the box Yes, I acknowledge the above. The application further states Your deposit must be from $200 to a $2,000 maximum – you decide how much to deposit, and if your application is approved your Credit Limit will equal your deposit. Ms. ***** then selected the choice We offer an optional Apply Now & Fund Later service for a non-refundable fee of $29.95. This option allows you to have your 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 anytime within 90 days by debit or prepaid card and begin using your card one business day after we receive your funds. And paid the fee. As Ms. ***** asked to close the account, First Progress waived the annual fee assessed to the account, which is therefore closed with a zero balance. If there are any additional questions, Mrs. ***** 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: James Akin Synovus Bank PO Box 120 Columbus, GA 31902-0120

2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I never received my First Progress card in the mail. I never activated it. I never used it. On all three of my credit reports, First Progress incorrectly reported two perfect payments, followed by a 30 day late payment, and then all perfect payments through the end of 2014 and 2015 before they closed out the account. While most of this appears to be a good history, since I never once made any payments to First Progress, nor did I receive, use, or activate the card, the information reported to the credit bureaus is completely incorrect.

Desired Settlement: I am requesting that First Progress remove all history from my credit report. Their records should easily indicate the card was never used or activated, not could it be possible to report any form of credit history to any extent.

Business Response: February 13, 2016 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, and was approved, for a First Progress account on January 20, 2014. A card was mailed to the address provide on his application, **** * ********* *****, ******* ** **********. him at that time. However, the card was returned to us by the US Postal Service as undeliverable, with the reason “Temporarily Away”. Mr. ****** contacted our customer service department on February 5, 2014, at which time his address was updated, and requested a new card be issued. A new card was not issued, as we required additional documentation to verify his identity. When we failed to receive the requested information, the account was closed on March 27, 2014. Mr. ****** had been billed for the annual fee prior to the account being closed, and his statement was returned to us by the US Postal service due to the incorrect address. As a courtesy, since the account was never activated, and his security deposit was refunded on March 27, 2014, we have removed the late reporting from Mr. ******’s credit history with us, and sent a correction to the credit reporting agencies. 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,

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

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a Certified letter to First Progress dated July 13, 2015 requesting to cancel my credit card account and refund my security deposit of $300.00 as per First Progress' online instructions for cancelling credit card account and enclosed my cut in half credit card with my cancellation request and mailed the letter and cut up card to First Progress Card, P.O. Box 84010, Columbus, GA 31908-4010. I received the green USPS signed certified receipt shortly after signed by **** ***** of First Progress. For the past 6 months now, I keep getting a monthly statement from First Progress. In November 2015, I mistakenly sent my other credit card payment to First Progress and now have a $100.00 credit balance with First Progress. I called the Customer Service phone number on my statement 1-866-706-5543 but only get a recorded message, no option to talk to a live person. When I enter the last 4 numbers of my credit card account, the recording says my account can not be found and then the recording asks for the last 4 of my social security number. When I enter my SSN, First Progress finds my account, but again there is no option at this phone number to talk to a person. I want my $300.00 security deposit plus the $100.00 credit balance refunded to me by check as I no longer have the bank account that was used to send my initial security deposit to First Progress. I do not use this credit card any longer and want my money back before First Progress tries to charge the annual fee for 2016. I do not owe First Progress anything and have a $100 credit. The $400.00 refund check should be mailed to my home address: *** ****** ***** **** ************* ** ******

Desired Settlement: A check in the amount of a Full refund of my security deposit plus credit balance of $400.00 made payable to ***** ** ****** mailed to ***** ** ******, *** ****** ***** **., ************* ** ******

Business Response: February 1, 2016 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 a certified letter on July 17, 2015 from Mr. ******, requesting to close his account, and refund his security deposit. In error, the account was not closed as he requested, and the account has remained open until now. We have processed his request to close his account, and as of January 29, 2016, the account has been closed. On January 22, 2016, we issued a refund of $100, from a payment we received on November 21, 2015. He should have received that check within 7-10 business days of issuance. On February 1, 2016, we issued a refund of his security deposit, $300, to the address on file. He should receive his refund within 7-10 business days. We apologize for the inconvenience, and 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

2/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up to get a first progress card, and I moved from Dallas before the card was received. I did not hear anything else from them until a collection agency called me in October of 2015. I disputed it through the collection agency in Oct, and in Dec I still had not heard anything back. I called the collection agency and they told me that they sent it back to First Progress. I contacted First Progress and they said that they never got the dispute, and **** at First Progress said that I need to send another dispute. I did that and there was no resolution. I never used this card and it needs to be corrected.

Desired Settlement: I want a new card sent out with the correct credit on it of $260 which is the deposit of $300 that I did minus the annual fee of $40 that they charge.

Business Response: January 26, 2016 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, an application was received online from Mrs. ******* using the same email address, *******************, as is listed in this complaint. An account was opened pursuant to that application on February 20, 2015, and a First Progress Card subsequently mailed to the physical address listed on the application, **** ******** ****** ******* ** *****. On March 4, 2015, the card was activated using Mrs. *******’s personal information by a call from the same telephone number she provided on the application. The card was subsequently used for purchases at local merchants within the Dallas area, as detailed on the statements dated March 12 and April 12, 2015, and mailed to that same physical address (statements are attached to the BBB). After no payment was received for several months, the account was permanently closed July 10, 2015 and the security deposit applied to offset the balance owed. A balance remains unpaid. We see from the complaint that while Mrs. ******* acknowledges that she did indeed apply for the card, she moved from the Dallas address shortly thereafter. Unfortunately, we do not have record of Mrs. ******* communicating, either verbally or in writing, a change of address at any time before the account was closed for nonpayment. As specified in the Cardholder Agreement provided at time of application, the cardholder promises to “inform us promptly in writing of any change in your address or other contact information”. It does not appear that the promise was kept in this instance. If there are any additional questions, Mrs. ******* 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

2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On two separate occasions tried to pay my bill by phone and could not get through, both times I placed 15 or 20 calls and could never get through, which resulted in late fees and overage fees. When they finally called me I paid it promptly and explained the situation and they told me the fees would be credited back, this was false, I have paid $108.00 in fees now. If you want customer service, you have to write a letter, what is this?? 1965?? . If they were truly trying to help establish credit, you'd think that they would make it easier to contact them. I am extremely unhappy with the service provided by them to date. I requested that they close my account out using part of my deposit, that's not how they operate, they get every nickle out of you that they can. I personally had to go to my bank and set up auto bill pay because of their out dated business practices .

Desired Settlement: Refund the fees is the main thing, secondly easier access to customer service. I paid my bill in full today , it should credit Monday, if they decide to cancel my card, I expect them to refund my $300 security deposit as quick as they took it out of my account. Thank you

Business Response: January 22, 2016 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. Instructions are provided within the First Progress Card online Customer Center for how our customers may use online billpay for their convenience: To make a payment directly from your bank, login to your financial institution’s online banking account and locate the online bill payment section. You must be enrolled in your bank’s online bill payment service for this payment option; please check with your bank regarding any fees they may charge for this service. First Progress Card does not operate this online bill pay service. According to our records, the only payment received for this account via this service was received January 13, 2016, and credited to the account on the same day. If Mr. ******* attempted to make other payments but was unable to do so successfully, we recommend he contact his financial institution. In addition, payments on the Card have always been accepted, at no charge, at the address listed on every statement: PO Box 84019, Columbus, GA 31908-4019. According to our records, Mr. ******* called the First Progress Card Customer Service center on three occasions: October 12, December 9, and December 16. On the first occasion, Mr. ******* made an expedited telephone payment. The fee for such a payment, as specified in the application disclosures as well as before a payment is processed, $10, was waived on that occasion. Mr. ******* also made an expedited telephone payment during the call of December 9, without the fee being waived. We have no record of other attempts at contacting the Customer Service Center, which is open Monday to Friday 9 am to 9 pm eastern time and on Saturday from 9 am to 5 pm for the convenience of our customers. Mr. ******* began using the First Progress Card on August 8, 2015. These telephone payments were the only payments made on the card during 2015. As a result, one late fee was assessed for the payment due but not received by September 27, and another on November 25. In response to the BBB, we have therefore waived one of these late fees as a courtesy. The account remains open and current at this time. However, we do not appreciate Mr. *******’s repeated use of profanity on calls with our customer service representatives. While Mr. ******* states in his complaint that he is unhappy with the service provided to date, we can assure him we are unhappy with his phone behavior. Hopefully both of us will be better pleased with the relationship 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: 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.] What action did they offer?? They said they were crediting back the over limit and late fees, they have yet to do it. I'm glad my cussing bothered them! After numerous calls every time I had to pay a bill, I was a little angry. I would like someone from the BBB to attempt to call first progress and see how many times the call is dropped or your request can't be completed . I was told that they would credit the over limit and late fees and that's what I believe should happen. 

Regards,

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

Business Response: February 1, 2016 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. As specified in our response dated January 22, First Progress would waive one late fee, and $38 has in fact been credited to Mr. *******’s account, as can be seen on the statement dated January 27. First Progress did not charge the account any overlimit fees, for the simple reason that the First Progress Card does not charge any overlimit fees and never has. First Progress calls are recorded for quality assurance. After review of the call recordings, we were unable to find any instance of where Mr. ******* was promised any credit for over limit or late fees other than the one late fee already credited. First Progress places the highest value on professional standards for its customer service representatives. If Mr. ******* is not willing to hold himself to similar standards, he is more than welcome to close the account. 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

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had over paid my balance on my First Progress card and they sent me a check for $11 to compensate the overpayment. I was ready to cancel my card because I was not confident in their payment methods and was worried my credit would be affected. I called and spoke to an agent about canceling my card. They told me a refund would be made in the amount $300 and sent to me in the form of a check 70 days later. That was months ago! Then I received a notification from my credit report that First Progress has reported a missed payment to the crediting agencies and my credit score has dropped 40 points! How is this possible when I have not been using the card! So I called to ask why the card was still active. They said the card was not closed, and that I was charged their annual fee, and occured late charges on their annual fee in the amount of $96. I had no record of this. I though the card was paid and closed. I paid it in full! There was never an issue. Now I have a late payment on my credit report for a card that is paid in full and unused! I worked so hard to build my credit! This is heartbreaking. I was doing everything right! I was under the impression that the card was no longer active. First Progress will show that I have not used the card in many months, and the balance was paid in full, in fact it was overpaid! They also told me they have in their notes that I called to cancel. IF they are here to help people build their credit, whey do things like this to good hard working honest people. I can't understand what we did to deserve this. After so much work building my credit up. Just to lose it all because they made a mistake.

Desired Settlement: I just want the late payments taken off my credit report! Please! I do not deserve this, I have always paid. I have not missed a payment. I thought the account was closed, and therefore did not use the card at all, so how was I to know that there were still fee's? Please remove this from my credit report.

Business Response: January 15, 2016 Better Business Bureau Attn: ********* **** 500 12th Street PO Box 2587 Columbus, GA 31902 RE: ****** ******* Case No.: ******** 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. We have reviewed Mr. *******’s call with customer service on July 21, 2015. At that time, Mr. ******* stated he would pay off the balance then decide what to do after he asked how to close the account. Mr. ******* did not ask to close the account, therefore his First Progress account remained open. His account was assessed the annual fee on September 30, 2015, as reflected on the October 12 billing statement. When payment was not received, he was assessed a late payment fee on his November 12 and December 12 billing statements. Mr. ******* attempted to use the card for a purchase on December 24, however was declined due to the past due status on his account. Mr. ******* contacted Customer Service on December 30, 2015, at which time he requested to close his account. The account has been closed, and his security deposit has been applied against his outstanding balance. As a courtesy, we have waived the annual fee of $29, as well as the late payment fees of $29 and $38. 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. As a courtesy, on receipt of this complaint, on January 13, 2016 we have issued the credit balance refund in the amount of $300.00, his security deposit in full. Mr. ******* should receive his check within 7-10 business days of this date. We hope this fully satisfies Mr. ******* in regard to his First Progress Card. 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.

I am not so concerned with being refunded the money. I am more so concerned with the late payment mark on my Credit Report that has significantly damaged my credit score.  I would rather First Progress remove the negative remarks on my Credit Report and keep their fees. I am not sure why my card was denied. I cut it up and threw it away as I was under the impression that the card was terminated. So it would have been impossible to have used it. I wasn't aware that my credit card was still active until I received a notice form my Credit Report saying I had a late payment with First Progress. This was a shock!

Again, I am more concerned about my credit score, than late fees. I have always had the money to pay $30 late fee's that was never the issue. The issue is that First Progress almost seems to set you up for failure, when most of us are just trying to do our best creating a credit history. My advice to them is call the person if they are late, I never received a notice, Also set up online bill pay. It is 2016, payments via Money Gram and snail mail is completely outdated and insufficient.  Provide more value, and you will have happy customers, happy costumers equals more business. 


Regards,

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

Business Response: January 29, 2016 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. As Mr. ******* has closed his account, as a courtesy, on receipt of this follow up complaint, we have removed the 30+ days late reporting from his credit reports. The update was submitted to the credit reporting agencies on January 27, 2016, and may take up to 45 days for this update to be reflected on his reports. We hope this fully satisfies Mr. ******* in regard to his First Progress Card. 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

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had originally signed up for the secured credit card and deposited $500, I waited almost 3 weeks and still had not received any card nor had anyone tried contacting me. When I finally got a call, I told them I felt that this was a scam/fraudulent activity and that I wanted to cancel, they told me it would be 70 days before everything is cancelled and then I might receive a check in the mail for my refund. This is absolutely ridiculous, and I am not sure how they are even still in business. I should not have to wait 70 days for a refund when I never received a card or account number or anything.

Desired Settlement: I would like my full amount refunded.

Business Response: January 11, 2016 Better Business Bureau Attn: ********* **** 500 12th Street PO Box 2587 Columbus, GA 31902 RE: ******* ******* Case No.: ******** Dear Rosemarie ****: 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 Miss ******* contacted First Progress, her application had not yet been approved. Therefore, at her request, we are able to cancel her application, and refund her deposit to the credit card used for the deposit. Ms. ******* does not have to wait 70 days to receive her refund. We apologize for the misinformation she received from our customer service agent, and on January 7, 2016 we withdrew her application for credit. We have issued a credit in the amount of $500 to the VISA account ending in 5408. Miss ******* will need to contact her issuing bank to verify receipt of the credit. If there are any additional questions, Miss ******* 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,
Madison Greaves

12/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: they took my money six weeks ago and still no credit card....im begining to think they are scammers

Desired Settlement: i want my card and t interest they collected off my money yurring the past 6 weeks

Business Response: December 16, 2015 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 opened on November 20, 2015. His card was mailed to the address on file, as provided on his application, 338 Camp St, Barre VT 05641-3250. According to our records, the USPS took possession of the card mailer on November 25, 2015. USPS has confirmed that it was in their regional post office in Shrewsbury, MA as of December 9, 2015. 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.

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

Regards,

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

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've paid my bill on time for the last two years and in the last two months have experienced issues with my banks bill pay as well as payments posting to my account a few days after the due date. The first this is occurred was Octobers payment. On October 6th when realizing my payment hadn't posted on the 2nd as I set it up to and was scheduled to post on the 7th of October I called in and made a payment which I was charged a $10.00 fee to make a payment over the phone. This left me with a balance of around $14.00. This happened again to me for the month December, where I scheduled the payment through my banks bill pay to hit my Progress account on the 2nd and since I was paranoid about my past experience I checked my account on the 3rd of Dec and noticed it was marking my account as 30 days past due. So I called in on December 4th to make any payments needed immediately to bring my account current and avoid any reporting to the credit bureau as I have made my payments on time for a few years now with this company and wouldn't want a negative on my report, especially for a $14.00 balance. I spoke with a ***** and was told that the payment wouldn't post till the next business day and they report to the credit bureau every 5th of the month, therefore making the payment over the phone wouldn't help me any and since there is a payment already scheduled for the 7th through my banks bill pay, it wouldn't make sense to make the payment over the phone. I was told that I would need to write a letter to First Progress disputing the reporting and then they will review my account and make a decision which takes 7-10 business days. I then asked to speak to a supervisor, ***** immediately told me there isn't much a supervisor can do to help, I still asked if I can speak with one. She then placed me on hold for about 5 minutes and returned to tell me that her supervisor is on another call and cannot help me at the moment. I then asked what the procedures are when requesting to speak with a "higher up" like, can I wait on hold, expect a call back? She then went on to say "there isn't anything he can do for you, so not sure why you would want to speak with one" I politely said I would just like to make sure I am covering all my options to avoid this minor mishap to ruin my credit that I've been working so hard on building. She placed me on hold again and said the supervisor, who's name was ****, will not get on as he cannot help me, which I though was horrible customer service as he could've at least got on the phone to explain what he was passing along to his representative to relay to me.

Desired Settlement: I believe they should try their best to assist their customer in the best way possible. This is a credit card company that offers to assist you in building your credit, mind you this is a secured card, so it is a line of credit they are extending. I understand we have responsibilities to fill to help ourselves build our own credit but this company seems to make it difficult to do with adding late fees without allowing any grace period and not accommodating their customers who are responsible enough to reach put to them during hardship or mishaps and requesting their assistance in keeping a good track record with the credit bureaus. I understand they have certain fees in place to make money but at least give your customers GOOD customer service and try your best to keep to what you are offering your customers assistance with "building their credit." I am not upset about any late fee but I am very upset that they did nothing to assist me with not having this be reported on my report or even took the tome to discuss with me. I am asking for this minor mishap not to be reported to the credit Bureaus and for **** to work on his customer service skills. Thank you!

Business Response: December 14, 2015 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, the statement dated September 4, 2015 showed a minimum payment due of $38 by October 1. No payment was received, and a late payment fee of $38 was assessed on October 4. The statement dated October 4 showed a minimum payment due of $52.62 by November 1. A payment of $40 was received and credited on October 6. In the call on October 9, Ms. ********* informed of the late payment, and First Progress waived the $38 fee assessed on October 4 as a courtesy. However, no further payment was received by November 1. A late fee of $38 was therefore assessed on November 4, which was shown on the statement of that date, along with the minimum payment due of $14.12 by December 1. When no further payment was received by this date, a late fee of $14.12 was assessed on December 2, and the account had become 30 days past due by the next statement dated December 4. First Progress reports its accounts regularly to the credit bureaus, both in the cases when payments have been promptly and when they have not. First Progress does not skip reporting during months when payments are made promptly. When reporting to the credit bureaus has been accurate, we are unable to remove the delinquencies reported on the account, in accordance with the provisions of the Fair Credit Reporting Act, which obliges us to report accounts correctly. After reading Ms. *********** complaint, a recording of the call was reviewed for quality assurance. We found that when Ms. ********* asked for a supervisor, our customer service representative ***** informed her that Jon was on a call. ***** explained that any reporting dispute must be submitted in writing. Ms. ********* accepted the correspondence address, but said she would like the adjustment made today & agreed to hold. ***** returned & responded that she had spoken with her Supervisor, but that we would not be able to make the adjustment today. ***** again asked Ms. ********* to submit a written request. Ms. ********* said she disagreed, requested the name of ******* Supervisor, & ended the call. We agree with Ms. ********* that she should have had the option to speak with the supervisor, and apologize that our representative did not provide further options given that a supervisor is unavailable at the time of the call. However, we cannot adjust the credit reporting as requested 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

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened two secured accounts with First Progress back in February 2014 in an attempt to begin to establish credit. I used the accounts responsibly and made all monthly payments timely. Once my credit began to improve I started receiving credit opportunities with better fees and interests rates. In June of 2015 I contacted First Progress to close out both accounts. I received a statement reflecting a much higher balance and contacted First Progress. At that time I was advised my accounts were never closed and late payment penalties have continued to accrue. The representative I spoke with stated she could credit one month of late payment penalties on each account, however a written request must be faxed to request the additional charges be removed. I submitted a request for the removal of all late payment penalties from June forward be removed for each account. I did not receive another notice from First Progress and then I received a notice from a collection agency for a balance with First Progress. I again contacted First Progress who advised since the account has been forwarded they are no longer handling the case and transferred my call to the collection agency. I spoke with a representative of the collection agency who advised they are not able to make adjustments to an account they can only file a dispute and I must contact First Progress so they may request the accounts back to make adjustments. Once again I contacted First Progress only to be transferred a second time to the collection agency. I asked if they are able to provide an alternate phone number that I may be able to reach someone who can help me and was given the same number I was transferred from on both attempts.

Desired Settlement: I'm requesting First Progress adjust the inaccurate late payment charges and corrects the discrepancies reported to the credit agencies, which is reflected on my credit reports.

Business Response: December 15, 2015 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 has no record of a request from Ms. ********** to close either of her First Progress accounts prior to September 30, 2015. According to our records, the last payment received from Ms. ********** towards her account ending in 0510, on May 23, 2015, was in the amount of $60, less than the required minimum payment of $72.07 due by June 19, 2015. There were additional purchases made in June, as reflected on the June 22, 2015 billing statement, as well as a late payment fee of $37.00. As no additional payments were received after May 23, the account was past due and assessed late payment fees, as shown on the statements dated June 22, July 22, August 22 and September 22. On September 30, the security deposit of $300 was applied against the outstanding balance of $461.74. A late payment fee of $38 was also waived as a courtesy. A remaining balance of $161.74 remains due and payment is required immediately to bring the balance to $0. The last payment received from Ms. ********** towards her account ending in 7623, on May 23, 2015, was in the amount of $60, less than the required minimum payment of $75.68 due by June 19, 2015. There were additional purchases made in June, as reflected on the June 22, 2015 billing statement, as well as a late payment fee of $37.00. As no additional payments were received after May 23, the account was past due and was assessed late payment fees, as shown on the statements dated June 22, July 22, August 22 and September 22. On September 30, the account was closed for nonpayment. At this time, the security deposit of $300 was applied against the outstanding balance of $457.13. A late payment fee of $38 was also waived as a courtesy. A remaining balance of $157.13 remains due and payment is required immediately to bring the balance to $0. As the late payment fees were accurately assessed due to non-payment of her accounts, we are unable to remove the delinquencies reported on the account, in accordance with the provisions of the Fair Credit Reporting Act, which obliges us to report accounts correctly. 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.

First Progress responded claiming they have no record of the closure request for either account, which appears to be a common occurrence according to previous complaints. I understand my last payment was made in May and I requested my accounts closed after my payments were due in June so there would be a late payment assessment for June. However, there were continued late payment assessments for July, August and September. I'm fully aware there maybe a balance due and will pay for the June penalties but do not feel I should be responsible for the additional penalties.

Regards,

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

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they took 2000 as a secured deposit. then when I go to use the card on my vacation they decline it and leave me stranded,

Desired Settlement: tell the world that first progress sucks and for everyone to boycott this first rate ripoff company called first progress

Business Response: December 3, 2015 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 29, 2015, the pattern of use for Mr. *********’s account was potentially indicative of a card that may have been stolen, as measured by the scoring system used across the credit card industry. This triggered a temporary block on the account, which was placed on the night of November 29th. When Mr. ********* spoke with us on November 30 and verified the charges, the block was immediately removed. We note Mr. ********* does have two First Progress accounts, and the other account remained fully available for use even during the hours that the first account was blocked. 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

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So I am a medical student. Who goes to school outside of the United States have a credit card with first progress. Some where in April some one used my card so I got it cancelled and told the customer service person I was not in the country so I don't use the card. I had overpaid my bill for 122 dollars. I called to check if my card was active since I was going home for the Christmas break was told it was cancelled because I had a 39.99 annual fee which was past due. I informed the person I overpaid so when it got to the annual fee it could be taken out. So one the have reported to the credit reporting agencies of late fees. Instead of building my credit they messed it up. And now my credit is a mess.

Desired Settlement: I will need my card reinstated and I want my credit issue fixed.

Business Response: December 9, 2015 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, and was approved for, a First Progress security credit card account with a credit limit of $300 on April 1, 2014. Mr. **** provided a security deposit of $300 as collateral for the credit line at the time the account was opened. On January 16, 2015, Mr. **** made a payment of $300, when the balance due was $254.71, resulting in a credit balance of $45.29. With no account activity after the payment was received, on February 22, 2015, a credit balance refund check was issued to the address on file at the time, ** *** *** ****** ** **********. This check was cashed on March 24, 2015. Due to the credit balance refund being issued, when the annual fee of $39 was assessed, on April 30, 2015, a balance due was created, as reflected on the May 22, 2015 billing statement. These statements, nor any subsequent statements, have not been returned to First Progress, so we have no reason to suspect Mr. **** had not received his statements. Each month a payment was not received, he had been assessed a late payment fee, and after 4 consecutive months with no payment received, the account was closed due to non-payment, on September 23, 2015. The security deposit of $300 was applied against the outstanding balance $178, resulting in a credit balance of $122. On November 22, 2015, a refund was issued and mailed to the address on file for the amount of $122. When Mr. **** spoke with our customer service department on November 27, 2015, he was advised of the status of his account. At this time, the agent waived one late payment fee of $38 as a one-time courtesy, resulting in a credit balance of $38. As a courtesy, we have removed the past due reporting from June 2015 to present, and submitted a correction to the major credit reporting agencies. We have also waived the annual fee of $39 assessed on April 30, 2015, and all late fees assessed due to the annual fee. The additional fee waivers bring the total credit balance to $178.00. A refund check was issued on December 8, 2015 and Mr. **** should receive his refund within 7-10 business days. As the security deposit has been refunded to Mr. **** in full, we are not able to reinstate the account. Mr. **** is welcome to apply for a new First Progress account. 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,

***** ****

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I closed the account with First Progress on September 9, 2015, paid the $3.00 balance and was told that I would receive my deposit back of $300.00 within 4-6 weeks. I have yet to receive my money and would like a resolution to this issue.

Desired Settlement: I would like to receive my $300.00 deposit back that I am owed.

Business Response: November 23, 2015 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 Ms. *************** closed her account, On September 1, 2015, her outstanding balance, prior to any payments received, was $303.75. Upon closure, her security deposit of $300 was applied against the outstanding balance, and a payment of $3.75 was received from Ms. ***************, brinigng the balance to $0. As the balance due at the time of closure exceeded the amount of her security deposit, there is no refund due to be issued, as reflected on the September 22, 2015 statement. 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

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a bill pay towards the deposit of my account and it never reflected towards the deposit balance. I tried disputing it through my bank but they said since it had been received I would have to contact the card company. I went on the website to get the contact info and I can't seem to get how I would contact them. They make it impossible to speak to someone unless the deposit has been fully received. I need my money back if I can't speak to someone to resolve this issue.

Desired Settlement: Refund or get my payment applied to the account.

Business Response: November 23, 2015 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 a payment in the amount of $25.00 on November 6, 2015. This payment was made by “Checkfree” through the MasterCard RPPS online electronic system. Unfortunately, Checkfree made the payment to Biller ID “********” (Merchant Name: FIRST PROGRESS REMITTANCES) instead of the Biller ID “********” (Merchant Name: SECURITY DEPOSIT FIRST PROGRESS). As a result, the payment was posted as a payment against the card rather than toward the $300 security deposit required to open the account. On November 18, we corrected this and moved the payment to the account that holds the security deposit to reflect a payment towards the security deposit has been received. We advise that Ms. ********* make certain that any additional funds toward the security deposit are made to the Biller ID ******** for faster crediting. 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

12/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: First Progress r (FP) recently rolled out paperless billing. I enrolled and later learned that they failed to send me the initial statement following my enrollment. I did however receive a paperless statement the the following month which listed the late fee and payment over due for the month I had enrolled. I immediately checked my spam and email and confirmed that they had not sent me a statement the month I had enrolled. I called FP and communicated their error and was told to write in which I did. I also paid my balances and caught everything up to date. FP responded to my letter stating my complaint was "frivolous or irrelevant under regulation V fair credit reporting. This is absurd! I have since filed a complaint with Consumer Financial Protection Bureau and now BBB.

Desired Settlement: I am seeking a credit for the late fee but more importantly that the effects to my credit rating as a result of their error be addressed and adjusted. Thank you.

Business Response: December 3, 2015 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 is happy to offer its customers full access to their statements, both current and historical, online through the Customer Center. Furthermore, at customer request, those customers who completed an Electronic Communications Agreement can, upon request, stop receiving statements by mail and access these online instead. First Progress does not, and has never, emailed statements. According to our records, on August 31, 2015 Ms. ********* requested to stop receiving mailed statements and opted to access her statements online through the Customer Center instead. On November 16, Ms. ********* contacted our Customer Service department to advise that she had been unable to access the Customer Center. A Customer Service representative reset the login and password for the Customer Center account, explained that payment was past due on the account, and as stated in the complaint requested that Ms. ********* write in with the specifics of the issue to address any late fees assessed or credit reporting. Ms. *********’s payment was then received and credited on November 17, bringing the account fully current. Prior to this complaint, we had not received any direct correspondence from Ms. ********* on the matter. The First Progress letter which she cites in her complaint was the result of a credit dispute in the eOSCAR system, employed by the credit bureaus for electronic processing of credit disputes, which was dated November 18. Since eOSCAR did not provide any context of the issue above, instead listing as the Dispute Code “Not liable for account (i.e., ex-spouse, business)”, the reporting was verified and the letter generated. We have contacted the consumer credit bureaus to remove the negative delinquency reporting on this account and credited the account for the late fees assessed, totaling $65. We hope this satisfactorily addresses the issue. 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,

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

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently have 2 accounts with first progress. Both accounts have holds on them that I was told would be removed within 24 hours after receiving a copy of my bank statement which I provided immediately by overnight express mail. After receiving the documents, I have called to have this hold removed and have been told that someone from the bank would review it and contact me back. I have not heard from anyone other then customer service with no one seeming to actually help me get this issue corrected.

Desired Settlement: Remove the hold from my accounts and if that can not currently be done then please expedite the closure of my accounts and expedite a check with my security deposit that's on my accounts minus the current balance. Also please prorate and refund the annual fee for the months I have remaining.

Business Response: November 23, 2015 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, payments were received on November 2 on each account: $1000 on the account ending in ****, and $1500 on the account ending in ****. Both of these payments were dishonored by Mr. *******’s bank. As a result, on November 6, we sent a letter to Mr. ******* detailing that we would require “AN ORIGINAL OF A STATEMENT OF THE BANK ACCOUNT USED IN M****G PAYMENT ON YOUR FIRST PROGRESS ACCOUNT”. The bank statement we received from Mr. ******** was not the account used in m****g the above mentioned payments on his First progress accounts. Mr. ******* was advised of this in a call with our customer service representatives on November 16. If the bank statement for the account used to make these payments is provided within the specified time period, we stand ready to remove the hold on Mr. *******’s accounts. If not, we will close the accounts and refund any remaining credit balances to Mr. *******. 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.


I provided this information as requested on November 17th and it was recorded by first progress on November 19th..  Now the requirements to remove the hold have been changed to state that statement must show the returned payments on the original statement, however the payments were made in November and there is no way to get a statement for this month because it is still the month of November, leaving no option to remove the hold for another 3+ weeks but then states that they need within 15 days of November 6th or they will close the account. This has now been made impossible to fix. The statement I sent to first progress on November 19th belongs to the account the checks got returned on and is the current statement for the last 30 days. This clearly shows that it belongs to the account the checks were made on and is what was exactly requested from me to remove this hold  not only in the letter that was sent to me but also in the response received by BBB today. Please remove these holds. Christmas is coming up, please allow a resolution to this instead of needing a statement that doesn't exist till December and won't be evaluated to mid December.

Thanks 

Regards,

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

Business Response: November 30, 2015 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 happy to report as of November 24, 2015, First Progress received the necessary documentation from ******* Bank, and the hold was removed from each of Mr. *******’s accounts. We notified Mr. ******* of our actions, and he was satisfied to have his accounts reinstated. 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 was satisfactory to me, however I feel that there should be better ways to resolve an issue. Customer service bounced me continuously from person to person and it wasn't in till I got a response from BBB and took the CC ***** **** info at the bottom, googled him & reached out to him, that I actually got some help in regards to this matter. I thank him for his help in resolving this matter. 


To first progress: please work with customer service in better handling matters like this one, allow for a customer to reach out and talk to someone that can understand a problem and make decisions on behalf of it. Customer service kept on putting me on hold to find out an answer, instead I would of just of liked to talk to someone who customer service was asking the questions too lol. However this matter is now resolved. 

Thanks to all that helped.

Regards,

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

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a closed account ending in #**** which has been paid but the payment status reported to TransUnion and Equifax is "late" according to First Progress.

Desired Settlement: I would like for the negative information to be removed and the correct payment status of paid updated to TransUnion and Equifax.

Business Response: November 10, 2015 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 opened on February 27, 2014, at which time he provided First Progress with a security deposit of $350.00. The account was closed on September 22, 2014, due to non-payment of the account. At this time, the balance due exceeded the amount of the security deposit, which left a remaining balance due of $154.92. As the reporting to the major credit reporting agencies is accurate, we are unable to change reporting of historical delinquencies on Mr. ******’s account. Mr. ****** has paid the remaining balance owed, on August 28, 2015, and the account is now being reported as current with a $0 balance, however we cannot change the previously reported delinquencies. 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

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was referred to First Progress by Credit Karma to improve my credit score. I have a secured Master Card with a limit of $350.00. I had a death and I was not doing to good and I inadvertently sent my mortgage payment in the amount of $2,002.00 to First progress after sending in my monthly payment. When I realized it I contacted them. They said I had to wait 6 business days after they had received it to call and ask for a refund. When I called on the 6th business day, they said it would take 7-10 more business days to receive it. That is from 11/10/2015 to 12/1/15. They have used my money for over 2 weeks, making money off of it. I think this is repulsive. And I do not appreciate it. I had to borrow money to pay my mortgage when they could have given it back because they knew that my credit limit was $350.00 not $2,002.00.

Desired Settlement: I want my money back sooner. I want to close my account after I get my money back. They said that it would take 70 business days to get my money back when I close the account. I want that money, $350.00 sooner. I want everyone to know about their practices.

Business Response: November 23, 2015 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 did receive a payment in the amount of $2002.00 on November 11, 2015. This payment far exceeded the balance due on her account, resulting in a credit balance of $1896.80. Ms. ****** first contacted First Progress on November 14, requesting to have her payment of $2002.00 returned to her. First Progress is not able to return the payment itself, however we can expedite a credit balance refund to assist. On November 19, First Progress issued a refund in the amount of $1896.80, mailed to the address on file. Ms. ****** should receive her refund within 7 to 10 business days. We are sorry that we were unable to help Ms. ****** more expeditiously than this. 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 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.]

This makes absolutely no sense.  It took me one day to submit my money and 3 weeks for me to get it back.  First Progress is not sorry for the inconvenience.  They are using my money to make money.  This is not fair and there should be a law against practices like this. 

I am not a company.  I am not able to make money off of other people's money.  Every day that you keep my money in your bank account, you are drawing interest.  Will you refund the interest that you made off my money?  Why do you have to send me a refund?  I sent it to you electronically, so why can't you send it back the same way?  Why didn't you just reverse the charges to my back?  My bank even contacted you and asked for the refund.  Why is it that I have to wait 7-10 business days?  If you sent it out on the 19, 2015 it should have been back in my bank account Saturday or maybe the following Monday, November 23, 2015.  Why do I have to wait to December 1, 2015?  You received it on November 10, 2015. 

No I don't accept this and I refuse to do further business with a company that does business like this.


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

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Closed my account on 2NOV15. Customer service says it will take 70 x days to refund the remainder of my balance on a secured credit card closed account. 70 - days? It only took them less than 15 minutes to accept my payment for the secured card, but is going to take 70 days to process my refund?

Desired Settlement: Refund me the remainder of my balance within a reasonable amount of time (3-5 days).

Business Response:

November 5, 2015

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 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.  Mr. ******* could request an expedited refund by submitting a written request, and a refund will be issued within 7 business days.

As a courtesy, upon receipt of this complaint, on November 5, 2015 we have issued the credit balance refund in the amount of $319.67.  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 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  

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this letter out of desperation, as I have tried to correspond with this company on more than 5 occasions and two of which were in the written form. I have been trying to get assistance with a derogatory reporting to the credit bureau removed, as I was assured by 2 supervisors and a letter from first progress that this would in fact happen. To date, over 10 months later, I am still struggling with this company, who has no direct customer service department to assist, to remediate this issue. Last year, First Progress changed its’ payment policy to automated bank payments only, from previously being able to pay online, as well as other forms of payment. This new payment system caused a hardship for me to be able to pay in a time effective manner, because I learned via my banking institution, that I was ineligible to participate with their bill pay system at the that time and this company would not accept cashiers checks, western union, nor other forms of payment. Unfortunately, I had a previous account, from another banking institution, that was still presenting itself in the CheckPay system. This caused me to be unable to participate with bill pay, at my banking institution, as they also participate with CheckPay. I did not realize that this item was still out there and causing an issue, until I tried to register for bill pay, and was declined. Needless to say, it took me some time to get this matter straightened out. The issue was one that was inclusive in my 2011 bankruptcy case, but CheckPay never removed it from their system. In the interim, my account with First Progress was negatively effected, because I had no other recourse to pay. In January 2015, I called and spoke with **** on two occasions. I learned that a money order payment could be made, but not a cashier’s check. I mailed in a money order for $250.00, in an attempt to reconcile the account to a good standing. **** and I spoke extensively about avenues in which to reconcile the account and after alot of explanation of options from ****, I decided to close the account and to try to reopen the account, once I could get this bill pay matter straight. **** assured me that the derogatory reports would be removed and that the account could be reconciled to a good standing, as I had no problems with payment history, until the First Progress payment system changed. **** also assured me that the account would reflect a volunteer closure by consumer. After speaking with ****, I also did the due diligence of writing a letter to the company to assure that everything that we discussed, would actually be effectuated. I checked my credit report in March 2015 and I saw that the derogatory payments where still reflective, and the only change to the account, was that it stated that the account was a voluntary close by consumer. However, my major issue, the derogatory credit reports, was still reflecting negatively, thus, I called again. On 03/06/15 at 1:15 pm, I spoke with Greg. After speaking extensively with Greg, he said that he would pass the message on to ****, and that **** would give me a call back with a resolution. That call never came. July of 2015, I wrote my second letter and once again, I sent in supporting documentation. I also set a date to follow up with the letter to see the outcome and to see if the company would be responsive. Thus on 08/03/2015, I called First Progress and I spoke with *****. ***** told me that the initial letter that was sent to the Augusta, GA address, had not been received. He told me that First Progress has a new address in Tennessee, that is unpublished, but if I send my things to this new address, I should get a response. He gave me this address: PO Box 9053 ****son City, Tennessee 37615 Before we got off of the line, I asked to speak with a supervisor, because now its August 2015, basically 7 months later, and I have gotten no resolve with this matter. It is just unbelievable to me that the employees of First Progress do not have someone that they can escalate these matters too. They pretty much tell consumers to write letters to dead addresses, knowing that the consumer will get no response. In any regard, I speak to the supervisor **** next. He assures me that he sees no letters received in the system, and that he will personally check in on this matter. **** also, assured that the account was reflective of a zero balance, as First Progress had to issue me a refund check. But, **** said that he would have to send a correspondence to another department for follow up. Needless to say, I never heard back from ****. On 08-25-15, I received a letter from First Progress asking me to contact the customer service department, so that they can fulfill my request. First, I wanted to see a copy of my credit file to see if any progress had been made. Thus, I pulled my credit report in September, and this matter was still an issue. 10-23-2015, I contact First Progress again. I speak with ******. ****** tells me that he doesn't understand why my credit reporting issue has not been remediated, because his system reflects that it was to be fixed and updated in August of 2015. I asked ****** if he could assist me with this matter, and he said no. He said that he would have to send a correspondence to another department to see if they could fix the issue. ****** did say that the system was reflective of telling me how to reopen my account with First Progress. A company that has been negligent in resolving mandatory issues with my account, does not mind if I reopen an account. Unbelievable. To date, my credit report account is still reflective of a negative standing. I am extremely upset about this, as I have worked so diligently post bankruptcy to reestablish my credit, and my First Progress Account played a major role in that. I am extremely disappointed with how this company handles consumer matters, moreover, consumer matters on loyal customers, when they abruptly changed their payment vehicles. I am hoping that you can help me with contacting an actual person who can help to resolve this matter. It has been 10, almost 11 months, and I have never been able to speak with a person, nor a department that handles consumer complaints. Thanking you in advance, ****** ** **** **** ******** ***** ******** ******** *****

Desired Settlement: Correction to credit report

Business Response:

November 3, 2015

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 Devona ****.  We remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist.

First Progress accepts customer correspondence at both the address provided on every statement, PO Box 84010, Columbus, GA 31908-4010, as well as at our Customer Service center, PO Box 9053, Johnson City, TN 37615-9053. First Progress accepts all payments mailed in proper form to the payment address listed on each statement and remittance coupon, PO Box 84019, Columbus, GA 31908-4019.

Our records indicate that Ms. ****’s statement dated September 4, 2014 listed a minimum payment due of $46.00 by October 1. No payment was received by that date. The statement dated October 4 therefore showed the account to be past due, with a minimum payment of $98.00 due by November 1. On October 7, Ms. **** contacted our Customer Service Department and made an expedited telephone payment. A fee of $10 is specified in the Cardholder Agreement and the application disclosures, but our customer service representative waived the fee as a courtesy. Ms. ****’s bank dishonored the payment on October 14. Despite further monthly statements showing the returned payment and the account to be past due, no further payment was received until January 13, 2015. The account is now closed and paid in full and has been reported as such to the consumer reporting agencies.


A review of the calls with Ms. ****, recorded for reference, shows that Ms. **** was repeatedly advised by our representatives to submit any credit disputes in writing. However, we could not find any instance in which Ms. **** was advised that First Progress would waive all late fees (one was waived as a courtesy) or to change the reporting of historical delinquencies on the account. We believe our reporting of the account as current but historically delinquent is accurate and are unable to remove the delinquencies reported on the account.

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  

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is for ***** ****** DOB 0********* at ** ******** ****** ********* **** ****** Several times now I have sent 1st progress information to show I was a victim of identity theft. They have sent no response and this item is still showing up on my credit report and they continue to call. I have told them not to call and remove this item from my credit report. I have proven this debt is not mine and want it removed from my credit report and for them to stop calling!

Desired Settlement: This is for ***** ****** DOB ********** at ** ******** ****** ********* **** *****. Several times now I have sent 1st progress information to show I was a victim of identity theft. They have sent no response and this item is still showing up on my credit report and they continue to call. I have told them not to call and remove this item from my credit report. I have proven this debt is not mine and want it removed from my credit report and for them to stop calling

Business Response: November 12, 2015 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 a cease and desist request on October 15, 2015, First Progress opened up an investigation to the claim of a fraudulently opened account for Mr. ******. According to our records, no further collection calls were made on this account after October 16, 2015. We have submitted an update to the major credit bureaus, to request the delinquencies on this account be deleted from Mr. ******’s credit report and that the account recorded as fraudulent. It may take the credit bureaus up to 45 days to process the deletion request. A Declaration of Fraudulent Activity has been mailed to Mr. ****** for him to complete and return to us. 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: J**** **** 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,

***** ******

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First Progress is a secured card to rebuild credit. In july of 2013 I cancelled the card due to employment problems. There was a balance on the card and they agreed to take the balance out of the deposit and refund the remainder of 175. At this point they closed my account as I could no longer log on to see the card statements. They not only kept the remaining deposit, but also started racking up fees to total 467. However; I was never sent new statements reflecting such and all contact from them had ceased. Fast forward to October 2015 I pulled my credit and discovered charge offs every month from August 2013. When I called them, they said they do not have records that far back and wouldn't let me pay them the 62 they claim just to get it off my credit report. Logged on to their site and it wouldn't me pay direct. Instead it asked me to make an online bill pay from my bank. Without written document of what the payment is for I am uncomfortable doing this, particularly with the way they handled closing the account. This company preys on people and charges illegal fees to steal the deposits of its victims.

Desired Settlement: First progress needs to remove the charge offs for the past two years to all three agencies and refund the remaining 175 deposit.

Business Response: November 13, 2015 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. ***** ******** opened a First Progress secured credit card account on September 10, 2012. The account was closed on June 4, 2013 due to non-payment. At that time, the security deposit of $300 was applied toward the outstanding balance due. The balance exceeded the amount of the security deposit, which left a remaining balance of $172.00. The last payment received, in the amount of $75 on July 29, 2013, and a courtesy waiver of a late payment fee in the amount of $35, the remaining balance due is $62.00. The account has been accurately reported to the credit bureaus as a charged off account, and will continue to do so, even after payment is received to bring the balance to $0, as we are required to report accounts accurately, and we cannot remove historically accurately reported delinquencies from a credit report. While our customer service representatives are unable to see the details of charges from more than a year ago, the statements detailing these charges are available within our online Customer Center, at www.firstprogress.com. According to our records, ***** ******** setup an online Customer Center login and password on October 6, 2012, and most recently accessed the Customer Center online on November 2, 2015. At First Progress, we take our responsibilities with regard to our customers extremely seriously. We are proud of the service we provide our customers, and we deeply resent any implication that the fees assessed on our accounts are in any way illegal, or that the card in any way “preys” on the public 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.

Called today. Nice girl, was willing to charge me ten dollars to make a payment That i do not owe. Will hold the check for ten days. Company is nothing more than a scam. They need to stop re-aging the charge off. It's illegal. Either let me pay the 62 dollars without new fees and penalties or remove these reports from my credit files. She claimed they sent a statement to my old address.  Will update whether it promises a cease and desist on payment or not. 

Regards,

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

11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started a secured credit card with First Progress on December 2013 or January of 2014 with a $300 available credit. My Card # ending in ****. I used the card regularly until I made my last payment on October 29th 2014, at which point I had called in and requested as I had done before if i could change my due date. I explained that I had just been diagnosed with stage 4 metastatic colon cancer and would be admitted to the hospital so I wouldn't be able to make the payment by the 1st. The customer service representative I spoke to was very short and rude. He told me that First Progress doesn't offer the ability to change the due date. I then requested to speak to a supervisor to see if anything else could be done and he told me that I didn't need to speak to a supervisor because he was looking at my account and knows whats going on. I insisted to speak to a supervisor to what he then responded that he was a supervisor.I then told him to close my account and hung up. I called a few minutes later to see is he in fact closed my account and was told by the lady that the account was not closed and she couldn't see a record of my conversation with him. I found that odd because I thought the calls were recorded to which she responded not all calls are recorded but most are. I asked her to please close my account because I was close to my 300.00 limit and would not be able to make a payment because I was being admitted to the hospital and didn't want my card to be flooded with fees. She said she would put the request in and if there are any monies due to me they would be sent in a check.At that point we got disconnected, I kept trying to call back but either got a busy tone or got an automated message no matter what option I chose. Then in late October I tried using my card in Walgreen's to see if it was closed and sure enough it was not, the account was still opened. I called again the first week of November and spoke to a lady explained my situation and asked her to please close my account I don't have any money to pay on the balance due and I wanted them to use my deposit to cover the charges. I explained I was very stressed because I was diagnosed with terminal stage 4 metastatic colon cancer and I had called 3 times to close the account and its still not closed. I explained that the balance on the card right now is $286.49 and that if you guys start charging the account late fees that would put me over the $300.00 deposit that I have to cover the account and I didn't want that to happen. She promised me that she would take care of it. I even told her that I was willing to send First Progress all my medical records so they could see that I in fact was just diagnosed with a rare form of colon cancer that is at stage 4 and has metastasize and spreading rapidly. She said that wouldn't be necessary. So I hung up thinking that everything was taken care of and the account was closed as I requested not once, not twice, but three times. Fast forward to today 3 surgeries later and undergoing intense debilitating chemo. I received a copy of my credit report from ******* ******** Hospital, they had pulled my credit to see if I qualified for the ******* Card. To my surprise I see that my First Progress card was not closed. Not only was it not closed it was reported late since Dec 2014 and every single month after that. The last time it was reported late was this month October 2015. Not only that but the balance that shows on my report is $184.00 all fees charged to the card (late payments and penalty fees). Had the account been closed when I last requested it in November 2014 there would be a $0.00 balance and the account would be listed closed and paid as agreed. Even though I was at the hospital I had my phone with me and no calls were made to me by the bank, alerting me of this issue, maybe because they knew they were in the wrong and that I had requested my card to be closed 3 times.

Desired Settlement: I feel deeply aggrieved and disrespected regarding how this issue was handled considering what I was going through and what I'm still going through. I am requesting that all lates be deleted from all credit reports (Equifax, Transunion, Experian), since I had closed the account and secondly there were no charges that I had made that had led to the lates. I also want the account to be closed and listed payed as agreed with all negative information removed. If the bank needs to see my medical records as a backup to what I'm saying I will be more than happy to provide that to them. I just need this to be taken care of so that I can get the treatment that I need which I cannot get until this information is removed from my credit reports.

Business Response:

October 28, 2015

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 to hear of Ms. ****’s health issues and would like to assist her at this difficult time.

According to our records, the last call to our Customer Service department from Ms. ****’s number was on September 29, 2014. We have reviewed the recording of the call, and found that Ms. **** initially asked if she could change her due date. Our customer service representative responded that this was not possible (as per established First Progress policy, the cycle date cannot be changed). When our representative suggested if Ms. **** was unable to make a payment, the option to close was available, Ms. **** declined, stating directly that she did not want to close the account. We could not find any point during the call where Ms. **** requested that the account be closed.

Ms. **** made her last payment on October 1, 2014, in the amount of $50.00.  However, she continued to use her card for purchases until November of 2014, with five purchases other than the Walgreens purchase referenced in the complaint detailed on the account statements.  Our search of the phone records did not locate any call from Ms. **** during November 2014.

The account therefore remained open until it was closed due to non-payment, in February, 2015, the balance due exceeded the amount of the security deposit.  The balance included the annual fee of $39.00, assessed on December 31, 2014.  We have waived the most recent annual fee, assessed prior to the account’s closure for nonpayment, as a courtesy.  The account still has a balance due of $145.22.  Prompt payment of this amount would cause us to report the account as current; however we cannot change the historical reporting of delinquency on the account, as we are obliged by federal regulations to report accurate account information.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I stated in my original complaint I did use the card to see if in fact it was closed. Because you call and call and its hard to get a hold on anyone. Only three transactions (that I used)

were posted in November not five as stated in the First Progress response, that's a lie. The transactions were Wallgreens which I mentioned in my complaint and Netflix and Hulu the last

two were ACH. Those charges made my balance 286.49 which is what I explained to the last representative I spoke to at which time I told her that if First progress starts adding late fees

I will go over the 300.00 limit and that's exactly what happened. To the 286.49 you guys added $37 late fee and $3.43 interest charge bringing my balance on the October 05, 2014 to

November 04, 2014 statement to 326.92. Even after that you still didn't close my account. Its no secret when reading all the complaints on BBB and elsewhere that it is very difficult to

get a hold of someone at First Progress and to get a straight answer. It is also no secret that you guys move at a slower pace to get things done. I don't want to believe that its done on

purpose to charge the consumer all these fees but unfortunately in my case it looks that way. 

On my Sept. 05, 2014 to Oct. 04, 2014 statement the balance was $251.41

On my Oct. 05, 2014 to Nov. 04, 2014 the balance was $326.92 this balance includes:

Post Date TransDate RefNo. Description or       Amount/Credit Payment

10-06 10-05 *********************** **** NETFLIX.COM CA       $8.64

10-22 10-21 *********************** **** WALGREENS ***** ** $18.45

11-03 11-01 *********************** ****HULU.COM/BILL CA     $7.99

$251.41+$8.64+$18.45+$7.99=$286.49 what put me over my $300.00 balance was the $37.00 late fee + the $3.43 interest charge making the balance instead of $286.49 $326.92. 

Every month after that I have been charged the $37.00 late fee and the $3.43 interest charge.

I called more than 3 times to have my account closed and it was never closed. Are we supposed to as consumers start recording our conversations with the businesses we deal with

because we cant trust that they will do the right thing?

If I owe something I will pay it but I don't think that after I have done my due diligence to call you guys and request that my account be closed not once, not twice but three times that I

should penalized when your company has not followed through.

Since the October 05, 2014 to November 04, 2014 the balance was $326.92 I am willing to pay the $26.92 that's over the 300.00 deposit but not a penny more. I don't have money to

spare and my cancer medication is very expensive that's why I’m trying to get into the program that's available to me but i cant do it until this is resolved. Besides the annual fee wasn't

charged on the account until December. Had the account been closed the third and last time I called in November the account never would have been charge the annual fee.

If you in fact remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity to assist you will do the right thing here. One other point I want to

make here is that I am not making up my illness and as mentioned in my original complaint supporting document can be provided or I can give you the number to my oncologist. I need

this resolved so this is removed from my credit report so that I can be approved to enter the treatment program that I need. This is the only thing holding me up and I don't have much

time left so if this business has a heart you will do the right thing.

I will pay the $26.92 and again request all late fees and negative information be removed from all credit reporting agencies.



Regards,

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

Business Response:

November 4, 2015

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 have now, as a courtesy, waived all the fees and finance charges since the November 2014 statement, bringing the balance still owed to $26.92, in recognition of Ms. ****’s health issues.  However, we are obligated by compliance with federal regulations to report accurately.  Since we believe our reporting is accurate, we are unable to remove the delinquencies reported on the account.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear

below.

Although I think we are moving in the right direction I feel that we are not there yet. I'm holding true to my original complaint that I called First Progress on three occasions requesting for the account to be closed. Had the account been

closed on my last call in November none of this would've happened. My account wouldn't have reported late to the credit bureaus because it would have been closed per my request but that didn't happen. My account was never closed

despite my numerous request and since I was hospitalized I didn't have a way of checking and just trusted that First Progress would do right by me, instead I was charged fees every month and was also reported late to all three credit

bureaus hurting me in more ways than one.

As stated in my first correspondence with you, I need both the amount/account status due and the late's (any negative information) to be removed from all three credit reporting bureaus if I have any chance for my application to the

cancer treatment program be reviewed again for approval. I wish That when I called in November things would've been done and my request fulfilled saving all of us the headache of trying to fix it now. To me its more than that, its

having to be paralyzed with pain from the cancer because I don't have access to better medication due to the negatives listed on my credit report for First Progress.

So I ask again, open your hearts and try to put yourself in my shoes I did what was right, I called in November for the third time before I was admitted to the hospital and requested again for my account to be closed. If i go back to

that conversation and the representative would've said ms. **** even if we close your account today you will still have a balance of $26.92 I would have paid it during that phone conversation because I knew I wouldn't be able to call

or do anything about it for months due to the aggressive nature of my cancer. I wouldn't have left it like that. So again if you in fact remain committed to maintaining a high level of customer satisfaction and appreciate the opportunity

to assist please please do the right thing here. I need two things to happen in order to meet the requirements and finally get in the program get chemo and the pain medication that i so desperately need. I need this treatment and the window is

closing really fast so please do whats right.

I need all lates/negative information to be removed from all credit bureaus (Equifax, Transunion, Experian), I need the account to be closed in good standing/paid satisfactorily. I will in turn complete my part and pay $26.92 if you guys

do the above. Even though I know I did my due diligence and called to close the account in time to avoid all this I will still be forever grateful if you can help me with this. I will send you a copy of the program approval letter and God

willing once I am close to being mobile or close to normal I will come back to First Progress.

 

Thank you

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

11/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I made a payment to first progress to pay off my outstanding balance. The amount was debited from my account as an ACH check since that is the ONLY way that the take payments. Since the beginning of having the card they have been a total pain in the ***** to get a pay to. I made the payment on 10/6 of this month, and no credit was available to me even though they received the money from my bank and my balance was 0. I called them on 10/13 in regards to this and they informed me it would take up to 15 days for me to have the credit available, Irate I closed the account and demanded the deposit back, and they told me it would take up to nine weeks to get my deposit back. This is completely unacceptable. they got the deposit for the card in a timely manner they should return it in a timely manner, and 7-9 weeks is ridiculous.

Desired Settlement: I want my deposit refunded to me immediately.

Business Response:

October 23, 2015

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 currently accepts payments through several different means, including online electronic billpay initiated by customers at their financial institution or a third party provider, as well as all payments mailed to the remittance address (provided on each statement, along with an envelope for the customer’s convenience).  As disclosed at time of application and in the Cardholder Agreement, payments will be credited on the business day they are received, but we will need to “hold” the payment until we are assured that the payment has not been dishonored; this payment hold may take up to ten (10) days.  Mr. ******’s payment was received via the fully optional  telephone payment service and immediately applied against his outstanding balance on October 6, 2015.  According to our records of the call, the hold of up to 10 days was disclosed to him at that time.  This payment was credited to the account that same day, as shown on the statement dated October 12; but the available credit was not increased until the hold period had passed.

Per Mr. ******’s verbal request, on October 13, 2015, we have closed his account, and issued a refund of his security deposit.  According to our records of the call, he was informed that, as per the terms disclosed at the time of application and in the Cardholder Agreement, the security deposit would be applied against any outstanding balance and any remaining credit refunded within 10 weeks.  If a written request is received to expedite the refund process, the credit refund will be issued within 10 days.  We have regarded this complaint as a written request and issued the credit balance refund accordingly.

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       

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I notice when I checked my online banking account I had a withdrawal from this credit card for the amount of $300.00. Never did I reply for the card. I contact this business numerous times promising I'll would get a refund and their going to investigate the matter I've brought to their attention. Call now I get hung up on or on hold for quite sometime. It's October haven't heard nor seen a refund.

Desired Settlement: Find out who has done this but first pay me my money.

Business Response:

October 21, 2015

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. **** notified First Progress of a potential fraudulent application upon withdrawal of $ 300.00 for the security deposit from her banking account.  In error, a refund of the deposit was not issued at that time.  On October 13, 2015, we issued a refund in the amount of $300 to the card ending in ****, as this was used to make the deposit.  Ms. **** should check with her issuing bank for receipt of the refund.

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       

10/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was misinformed by a customer service rep which is now the reason I will not be anle to close on a home. He told me several times that although it was the weekend that and I was making a payment to reflect a low balance for my credit score that it would in fact show to the reporting agencies as a low balance. The next monday I called and asked tfor them to resubmit everything to the reporting agencies due to the young man misinforming me which he admitted to the supervisor and they said it could not be done and was too late. I am hoping to have you all report again asap to reflect a low balance so I can close on my home since it was beyond my control. I have been working extremely hard to build my credit and the supervisor made me feel like it was no big deal. However this is extremely big to me and my family. Thanks in advance.

Desired Settlement: to report to the credit agencies again showing a new lower balance to raise my score. Please update this ASAP for me it is very important and my payments are always on time and I always pay more than owed.

Business Response:

October 2, 2015

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’re sorry Ms. ****** was misinformed by our agent, and that our supervisor was not appropriately sympathetic to her issue.  By the time she spoke with us on September 26, the monthly reporting to the credit reporting agencies had already occurred the night before. 

As a courtesy, we have waived the phone payment fee of $10 that was assessed on September 26.  This credit will appear on her next billing statement.  We hope that we can offer better service to Ms. ****** in the 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       

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 would like for first progress to resubmit my updated status with the three credit bureaus again. This will satisfy my complaint. I have researched this and it can be done. The $10.00 is the least if my worries. That will not get me into the last process of closing on my future home for my family. I feel first progress can do more and are not being sympathetic to my problem they caused. The sole purpose of me getting this card was to better my future.

Regards,

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

Business Response:

October 16, 2015

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.

First Progress reports account information to the major credit bureaus on a monthly basis, at the end of the cardholder’s billing cycle.  As Ms. ****** contacted us to make payment after her account was reported in September, the account was reported accurately. 

Due to conflicting information that was provided to Ms. ****** by our customer service department, as a one-time courtesy, we have submitted a correction, on October 7, to the major credit reporting agencies to update the current balance and last payment date for her First Progress account.  Please note this submitted update may take up to 45 days to be reflected with the credit bureaus.

If Ms. ****** 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  

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made an electronic check payment that was inputted erroneously, adding a "0" to the end of the account, which rendered it not valid. I made this payment with a customer service agent and was billed a $10 service fee. I made the payment in full on October 7, 2015 in the amount of $1151.43 and with the addition of the $10 service fee the total amount paid was $1161.43. I made this payment several days prior to the due date. I attempted to use my Mastercard today and it was declined. I contacted First Progress and spoke with a supervisor, **** *******. I inquired as to why I hadn't been contacted and he stated it was not their policy to contact customers. He refused to help me by reversing the late fees and I canceled the account toady (October 14, 2015)

Desired Settlement: I want my late fees reversed. This would be the $38 late payment fee as well as any interest fees.

Business Response:

October 16, 2015

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 October 8, 2015, Mr. ******* contacted our Customer Service department to make an expedited telephone payment.  On October 13, Mr. *******’s bank dishonored the payment, citing no such account. 

A review of the recorded call revealed that, when Mr. ******* made his payment, the agent repeated the banking information, including the account number, to which Mr. ******* confirmed what we were about to submit was correct.  Mr. ******* contacted Customer Service on October 14 at approximately 3:00 pm, as referenced in the complaint.  At that time, Mr. ******* listened to the recording of the call, in which he provided the incorrect checking account number.  Mr. ******* then admitted that the account number was entered by our agent as he had provided it.

As of October 15, no valid payment has as yet been received, either by mail, electronic billpay, or telephone payment.  First Progress has not assessed any late fee to date.   We believe our reporting of the account as not current is accurate and are unable to remove the delinquency reported on the account. 

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.

[Provide details of why you are not satisfied with this resolution.]They never notified me the payment did not go through. A simple phone call is expected. Notification via mail is demanded. I paid $10 to have a customer service rep make the initial transaction for me. Common courtesy would dictate they contact me in some fashion. My account history shows I pay the balance every month and I had in excess of $70,000 in my checking account. This is outrageous. I am going to sue them in Small Claims court. 

Regards,

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

10/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $348 money order to pay the ENTIRE balance on the credit card account on 9/23/15 and immediately placed it in the mail. I assumed it would be postmarked for 9/24/15 which is usually the case when dealing with the United States postal services. My minimum payment was due on 9/24/15 as well. First Progress posted my payment for 9/29/15 and charged me a $37 late fee. I called customer service. I was hung up on twice before a third call final made it to a customer service agent. He informed me that they use the date a payment was received, not the post marked date. I HAVE NEVER IN MY LIFE HEARD THAT ABOUT ANY BILL PAYMENT SITUATION. The day I send the money order out is the day I paid my bill!!!! I opted to close my account at that moment. I highly recommend that the BBB rethink the accreditation it gives this business! The phone number was impossible to find on the website and I had to come to BBB's website and look up the phone number. They are making customer service and any problems, concerns or errors extremely difficult to pursue. I find the A+ rating unbelievably misleading.

Desired Settlement: I would desire the $37 late fee be removed from the account, the account closed and my $350 deposit for the secured card to be refunded immediately, not within 70 days.

Business Response:

October 6, 2015

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. ******* states she mailed her payment immediately, on September 23, 2015.  As her payment was due on September 24, 2015, she did not mail it in sufficient time for the US Postal Service to deliver the payment on or before the due date.  As specified in the cardholder agreement, as well as on every billing statement, payments are applied and credited to the account on the date they are received, not the date the cardholder gives the payment to a third party, such as the US Postal Service, for delivery.  First Progress currently accepts payments via several means, including online electronic billpay, as well as expedited telephone payment service, as described in the Cardholder Agreement. If payment is instead mailed via USPS, sufficient time (7-10 days) must be allowed for a payment to be received.

In regards to Ms. ********* claim of being hung up on, our call records indicate Ms. ******* contacted our Customer Service Department twice on September 30, 2015. Our records indicate the first call was abandoned by the caller, not by our handling system or agent. The recording of the second call indicates after the Customer Service representative provided the requested information he then asked the customer if there was anything else he could assist with. Ms. ******* indicated no additional assistance was needed, and the agent thanked her for calling First Progress. We do not see any indication that Ms. ********* call had been disconnected prematurely.

In addition, we would also like to remind Ms. ******* that our toll-free telephone number is on the back of every First Progress card. 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       

10/20/2015 Billing/Collection Issues
10/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I just opened this card 700 security deposit was the amount I needed to pay.I paid 45.00 2 weeks ago which left me with a balance of 645 needed I paid this on 9/11 through a prepaid card ,made payment spoke with representative said would post on Monday card wasn't active on this day was advised Tues or Wednesday this card is still not active .I did call the prepaid company charges went through but First progress can't find it

Desired Settlement: I need this credit card activated and for them to find d the payments

Business Response:

 

 

September 17, 2015

 

 

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 of today, First Progress has only received two payments towards Ms. ****’s $700 security deposit.  On July 16, 2015 we received payment of $40.00 and on September 10, 2015 we received a payment of $15.00.  If Ms. ****’s prepaid card shows any other payments to First Progress, she should immediately contact her prepaid card company and dispute these charges, as First Progress has not received any additional funds for this account.

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called First Progress was advised to send in documents  where payments were debited sent over information supporting  payments were made, company said not sure what happened and to make payments again ,made payment on 9/19  for 458 was advised can make payment on Tuesday tried to make payment for 197 won't process ,this the last day I can make the rest of the security deposit ,when I call this company I get different answers  they told me payment would post today still hasent 
Regards,

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

Business Response:

 

September 29, 2015

 

 

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 to hear Ms. **** seems to be experiencing issues with submitting additional funds toward her security deposit.  As of today, we can confirm that the remaining amount of $197 has been received and credited to her security deposit.  The card is now active and ready for use. 

 

f Ms. **** 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  

 

10/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid off my account and never received my $300 back. They decided to terminate my card and have been giving me the run around. They told me to write a P.O. Box address because they don't have a phone to call. I did that with no response. I called back they told me they were going to look into it and call back in a week. I did that and they hung up on me. Now I call again and they told me a check has been sent out in the amount of $82 and was cashed. I have never received a check and I would not want a $82 check. I should be refunded the whole $300 because I paid my account in full.

Desired Settlement: I think the business should refund me my $300. My account was paid in full.

Business Response:

 

 

September 23, 2015

 

 

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. *******’s First Progress account was closed on December 4, 2013, when the account became 91 days past due.  At the time of account closure, her balance due was $217.34.  The security deposit of $300.00 was applied against the remaining balance, resulting in a credit balance of $82.66.  This was issued in the form of a check on February 5, 2014.  The check was cashed on February 18, 2014. 

 

For your reference, we are including the billing statements from December 2013 through February 2014, as well as a copy of the cashed check, endorsed by ******* *******. 

 

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       

 

10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had some fraudulent charges and the company sent me a declaration form to have them removed. I filled out the form and returned via fax and mail. I called back and they said they received the document. I proceeded to work with the customer service area and they closed my account and sent me a refund check. 2 months later I sent received a past due notice and they had also sent a past due notice to credit bureau. I was lied to when the disputed group said they received the declaration form.

Desired Settlement: Would like to have a letter sent to credit bureau correcting the mistake and credits back to me as they weren't mine in the beginning. Close the account

Business Response:

 

 

September 16, 2015

 

 

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 records confirm First Progress did receive a completed Declaration of Fraudulent Activity (DFA) form from ***** ****** on June 24, 2015.  In error, this was not processed correctly, which then resulted in the disputed charges being applied back to the account, with a balance due of $120.00.  Due to this error, there have also been late payment fees and purchase finance charges assessed on the account.

 

We have reopened the investigation of these charges.  Due to our error, all late payment fees and purchase finance charges assessed, a total of $117.14, have been removed from the account.  These credits will appear on the October 4, 2015 billing statement.  Additionally, we have submitted an update to the major credit reporting agencies to remove the incorrectly reported delinquencies from First Progress.  We apologized for the inconvenience this has caused.

 

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've called the customer service line and the dispute line and they have said they have not found the declaration form which is

Not what has reflected on what first progress response. I'm not happy with the service or outcome.


Regards,

***** ******

Business Response:

 

September 23, 2015

 

 

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. ****** is not satisfied with our previous response, however, we have located his completed Declaration of Fraudulent Activity (DFA) form, which he returned to us at fax number (877) 858-2211, which is our Customer Service Department, not to our Dispute department, fax number (706) 649-4073, which is pre-printed on the DFA form. 

 

Due to this being sent to us by Mr. ****** at the incorrect fax number, the DFA was not handled properly when initially received.  As previously stated, we have re-opened the case upon receipt of his complaint last week, and all fees have been credited back to his account, as well as a correction to his credit report has been sent to the major credit reporting agencies.

 

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  

10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a secured MC in which I applied 400 dollars of my money to to start building my credit back up. I had auto payment or a card on file and it defaulted early in the year 2015 bc I had changed accounts or got a new card and when I realized it hadn't been paid, I called them to get my balance and payment due. Per the representative, my payment was due at 30 a month. So I said I'm gonna set up bill pay through my bank on the middle of the month for $50 and I will pay it early just so it's cleared and paid for by the 1st, which is the due date. As of yesterday I looked at my payments through my bank and see that I have paid over 500 back and have not used my card for any purchases since. I called my card to hear thank you for your payment of $50 your balance available is $11. So I normally freaked out and called and they said that I've been paying late every month and that my payment is more than 50 bc of the late fees and that I'm getting charged a $38 dollar late fee every month. So you can imagine...I just gave 400 of my money then I've paid off over 500 thinking it's getting paid down per the rep I spoke with before I started these payments.. The rep said there was nothing they could do but refund one late fee....are you kidding me....today is Oct 1st and my payment is due, so I log on to the site to make a payment and it is not working. I called and they said they will reset it and check in an hour....it is still not working. I called and asked to make a payment over the phone since the online payment will not work properly and they denied waiving the $10 processing fee. ARE YOU KIDDING ME....ALL THIS AND THEY ARE BASICALLY SAYING SORRY. No one is responsible for giving the wrong info when I set up my e bill with the back of $50 a month and no one there is responsible for the payment site not working and refuse to waive the fee so I can pay my bill on time today. I'm sorry I'm not giving them another penny of my money. I have been cheated out of 900 or so dollars. It's robbery. It's disgusting and mostly their customer service is poorly handled. They claim no managers can speak to me first and they don't have a complaint department to speak with just mail in a letter. I'm sure based on my experience so far they will not be helpful either way. I've been trying hard to fix my credit bc I'm buying a house and this is what I have to deal with? I'm so disappointed.

Desired Settlement: I would like all my late fees refunded and the interested that hiked bc of the late fees and apply what I payed per the customer service rep to my balance and have my credit updated as to paying on time. They are doing this on purpose to get more money out of people like us. They prey on people like and it's morally and ethically wrong. Thank you

Business Response:

 

 

October 2, 2015

 

 

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 has no record of a phone call with Ms. ******* for this year prior to August 1, 2015.  The March 2015 billing statement reflects a payment due of $37, on April 1, 2015.  When payment was not received, a late payment fee of $37 was assessed. The April 2015 billing statement reflects an additional late fee of $37, and a minimum payment of $74, with a payment due date of May 1.  Ms. ******* did not remit a payment until May 19, at which time the required minimum payment was $111, as the May 2015 billing statement reflects an additional late payment fee of $37 having been assessed.  The payment received on May 19, $50, did not satisfy the required minimum payment that was due by June 1.  Every subsequent payment has been $50, which continues to not satisfy the required minimum payment.  When payments received within a billing cycle does not satisfy the required minimum payment, a late payment fee is assessed.  As a courtesy, we have waived the late payment fees for the months of July and August 2015.  Ms. ******* will see credits on her next statement totaling $74.    

 

On October 1, Ms. ******* states she had issues logging into our website to make a payment.  Unfortunately, we do not accept payments via our website, however customers can use third party bill payment services, such as with their financial institution, to remit payments to us.  This was information provided to Ms. ******* during her phone conversation with our customer service department in October 2014. 

 

We received a phone payment Ms. ******* on October 1, 2015 in the amount of $100, which does satisfy the required minimum payment due. As long as the minimum payment is satisfied within each billing cycle, Ms. ******* will not be assessed a late payment fee.  However, as this is a credit card with a revolving balance, the required minimum payment will fluctuate based on the balance at the time the account cycles each month.  Ms. ******* should be reviewing her statement each month upon receipt and ensure her payments will satisfy the minimum required payment.

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My issue with First Progress is that overtime when I contact customer service, I am given inaccurate and incorrect information. It makes me question the quality of customer service. After I realized my payments were not being sent at the beginning of the year,I contacted customer service and according to the person I spoke with, paying around 35 dollars a month would be sufficient and I figured I would pay $50 to pay it off faster. I then set up a direct bill pay prior to the 1st to start paying it off. At that time, my credit card would be paid off in about 6 payments. Apparently they have no record of the call, which doesn't surprise me. A good example of this happening again was on October 1st when I called customer service and the automated system asked If i would like to make a payment by phone and the minimum payment due was $60. I had preferred to speak with a representative and low and behold, the rep states that the minimum balance is $75. I immediately said, hold on, your automated system just said $60. I know this bc I called you 3 times in the last few days and that is what it has been saying. I also spoke with 2 reps before making a payment stating to log in online to view my bill and make my payments. I cancelled my bill pay that very day because of what she said and tried to log in but could not do so even by requesting new password etc. On Oct 1st. I figured I would just call and make the payment and request they waive the fee. Then the final rep I spoke with told me I couldn't make a payment online. 


So, clearly the problem is with customer service giving out wrong information to the customer. They are human beings and they CAN make mistakes or are obviously not being trained thoroughly to continuously give out different information if I have to call 3 times in one week.  I don't understand how the company can't take responsibility of their customer service giving wrong information to the customers which leads them to default. I have lost quite a bit of money and while trying to fix my credit, damaging it. They need to take responsibility for misleading information and damaging someone credit. It's not executable to call get one thing and follow through with payment and find out they were wrong and now it only hurts me. What is the point of having customer service?

Regards,

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

9/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had a complaint with them earlier, still haven't received my refund check. It's been months.

Desired Settlement: Just want my refund and to be done with First Progress.

Consumer Response: No, I still haven't been refunded my money.  Maybe they can direct deposit it because this is ridiculous on their part if not fraudulent.

Business Response:

 

 

September 16, 2015

 

 

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 sent a new refund check to Mr. ***** on August 25, 2015, as stated in response to his previous complaint (case # ********).  The check was mailed to the address on file, which matches the address on this complaint, ** ***** **, ********** ** *****.

 

On September 1, 2015, the refund check was returned to us from the US Postal Service, with the reason “Temporarily Away”.  Mr. ***** must speak with his local post office and remove the mail forwarding/mail hold he has with the post office.  We are including a copy of the returned item for your reference.

 

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       

 

9/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started a secured credit card with the company in January of 2014 . I used the card regularly until I made my last payment on June 19th 2014 , at which point I had called in and requested the account be closed, as I was being posted overseas for the next 12 months for a job posting . However, upon my return I found that the card had not been closed, additionally there was an annual fee charged to the card , which went unpaid due to which the card incurred late payments and penalty fees, and the bank closed the account and used my deposit to pay itself the late payment fees. My credit report now shows a 90 day late payment due to this and my score has plummeted. I had over $****** in my checking account at the time and could have easily paid the amount if I believed the account was still active. Additionally, I had my phone on while overseas and no calls were made to me by the bank , alerting me of this issue.

Desired Settlement: I feel deeply aggrieved regarding how this issue was handled. I am requesting that the late payments be deleted from my credit report, since I had closed the account and secondly there were no charges that I had made that had led to the lates.

Business Response:

 

 

September 21, 2015

 

 

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 has no record of a request, written or verbal, from Mr. ******** prior to September 11, 2015.  Every month, statements were mailed to the address on file, which matches the address on this complaint. 

 

On January 30, 2015, the annual fee of $39 was assessed, as reflected on the February 22, 2015 statement.  When no payment was received, a late payment fee was assessed on March 22 in the amount of $26.  Late payment fees of $37 were assessed each month from April until June 2015, when the account was closed due to non-payment. 

 

As a courtesy, we have credited the account for the annual fee, as well as all the late payment fees, for a total of $176.00.  An update to is credit report has been submitted to each of the credit bureaus to remove the negative past due reporting as well.  We have issued a refund in the form of a check, and Mr. ******** will receive his refund in 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       

 

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,

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

9/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a secured credit card on July 29, on July 30 First Progress deducted 300 dlls from my Bank account as agreed for the security deposit for the credit card. I was sent various emails confirming reciept of the 300 dlls deposit and the emails confirmed my card would arrive in 5-7 business days. Around the 14th of August I started calling First Progress inquiring about my card and was continously told in would be just a few days. On the 21nd of August I still had not recieved the card so I called First Progress to cancel. I cancelled in the morning on the 21nd and the card Arrived that afternoon. I called First Progress to make sure they would be refunding my money and they said they would send me a check. After one week I called to confirm the check was mailed out and First Progress assued me it was mailed out on the 21nd of August. Since the 21nd of August I have received a letter from First Progress confirming the cancellation of the card, I have recieved a PIN number for the card and just recently received a monthly statement from First Progress ...but no check which supposedly was sent out on the 21 nd of August. I am well aware it does not take 2 weeks to send mail between states in the US. First Progress has had my deposit for 40 days and has not returned it.

Desired Settlement: I would like my 300 dollar deposit refunded immediatley.

Business Response:

 

 

September 10, 2015

 

 

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, and was approved, for a First Progress secured credit card.  The application was approved on August 10, 2015, and a card was created and mailed after the approval.  Mr. ***** was advised at this time by customer service that his card should arrive by August 20, 2015.

 

On August 19, 2015, Mr. ***** contacted customer service, requesting to close his account. We honored his request and the account was closed.  We also credited the annual fee since the account had only been opened for 9 days.  Furthermore, his card was delivered to the address on his application by the US Postal Service on August 19th as well.

 

A check was issued on August 21, 2015, to refund Mr. ***** the security deposit of $300.  This check should have arrived within 7-10 business days, as it was mailed to the address on file.  To date, the check has not been returned to us by the US Postal Service.

 

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       

 

9/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My credit card company wil not help me dispute a charge to my account simply because it is not a completed transaction. The company **** ******** in Commerce California charged 186.13 to my card, but something went wrong with there system. So instead of it being a completed transaction, **** ******** is "holding" the money. So te funds are not available on my card and the company wont release it because they say they don't see where or how the money is being held. The only one suffering here is myself, the consumer. I don't have access to money I should rightfully have access to. And First Progress isn't doing anything to help resolve the issue.

Desired Settlement: Release the hold on my money if **** ******** wont do so. It has has been almost 3 weeks, and I desparately need that money to be available to me. Or if First Progress cannot release it, then fight the "hold" for me. "Dispute" the hold.

Business Response:

 

 

September 4, 2015

 

 

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. ***** contacted First Progress on August 21, 2015, wanting to dispute a charge that was an approved authorization on August 16, 2015 in the amount of $186.13.  At the time she contacted us, the transaction was still in a pending status, meaning that we had not received confirmation from the merchant that the transaction was completed.

 

When a merchant obtains an authorization, a hold is placed on that amount of available credit until the merchant completes, or cancels, the transaction.  As of the date of this letter, we never received a confirmation from the merchant, therefore after 14 days, the authorization hold was released, and the available credit on Ms. ***** account increased by $186.13.

 

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       

 

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Today Friday August 28th I call to the customer service of First Progress Card to cancel card and get a refund of my $800 Deposit of the Secured Credit Card that I had with that company.. They Canceled the card and told me to way 70 days to receive my refund of my deposit... I don't want wait 70 days to get a refund of my own money... Since is canceled they have to send what is mine back immediately... In the same way when I opened the credit card they collected my deposit in seconds I want my refund in the same speed. Closed the card because I opened an unsecured credit card with the bank that I have checking account... I want me refund NOW.. My deposit was $800 and I have a balance of 285 dollars.. less that I have $520 to get back...

Desired Settlement: They must return my deposit in the same speed they collected the money from me when I opened the credit card

Business Response:

 

 

September 2, 2015

 

 

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.  Upon receipt of a written request for the security deposit to be refunded, we issue the refund via check within 7 business days. 

 

As a courtesy, upon receipt of this complaint, on September 2, 2015, we have issued the credit balance refund in the amount of $448.66.  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 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  

9/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have paid my credit card on time for the last year. This company continue to penalize me because I pay my bill early. I made a payment to my account on 8-20-15 but my payment was due on 9-1-15. The payment amount was $25 which was the minimum payment ACCORDING TO MY STATEMENT. I still received a late payment fee of $40. Upon calling the company, the representative stated that my payment was $25 but after I made the payment there were other charges making the minimum payment more than $25 AFTER I MADE THE INITIAL PAYMENT. I was not notified of this and feel that my statement told me to pay one thing and the company says to pay another but did not relay that. I waited on hold for 15 minutes for the representative to go in the system and change the payment information so that it was based on what she was telling me. After going back online to see the information updated I decided to write this complaint.

Desired Settlement: I would like a refund of the $38 late fee that was placed on my account.

Business Response:

 

 

September 10, 2015

 

 

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. *******’s July 4, 2015 billing statement reflects a minimum payment of $37.00 due by August 1, 2015.  Ms. ******* did make a payment on July 29, however the amount of $25.00 was less than the amount to satisfy the required minimum payment, therefore a late payment fee of $37.00 was assessed on August 4, 2015.

 

Each month since then, Ms. ******* has only made a payment of $25, which is less than the required minimum payment reflected on her billing statements.  Even though she has made a payment, if the payment does not satisfy the required minimum payment, a late payment fee is assessed, as per the cardholder agreement.  In order to not receive a late payment, Ms. ******* must pay the required minimum payment as reflected on her billing statement each month.  Currently, her September 4, 2015 billing statement has a minimum payment of $78.41.  If we receive a payment of at least this amount by the due date of October 1, 2015, she will not be assessed a late payment fee.  The late payment fee of $38 that was assessed on September 2 was waived as a courtesy on September 8,2015, and this credit will appear on her October 4, 2015 billing statement.

 

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. Also, I have copied my statements that reflect only owing a minimum payment of $25. I am not sure where the mix up happen but I paid the exact amount requested of me. I July I paid $25 also but I only made the $25 payment because the computer system stated that was the correct amount.

Regards,

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

9/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cancelled my account almost 3 months ago. Called customer service multiple times. Still haven't received my refund.

Desired Settlement: I just want my money refunded.

Business Response:

 

 

August 27, 2015

 

 

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 May 9, 2015.  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. 

 

First Progress issued a Credit Balance Refund check in the amount of $271 on July 22, 2015, and mailed to the address on file, which also matches the address on this complaint.  The check was returned to us by the US Postal Service undeliverable with the reason “Temporarily Away”, which means that Mr. ***** had his local post office hold his mail for a period of time and the hold time expired.

 

On August 24, 2015, Mr. ***** spoke with our Customer Service department, and a new refund check was issued.  Mr. ***** 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:        ***** ****

            Synovus Bank

            PO Box 120

            Columbus, GA  31902-0120       

 

8/31/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied to a few secured credit card companies, other got my deposit and sent me a card long time ago. First progress disappeared with the money some where and no way to reach them. After reading all the complaints I don't even want to deal with them. Please help

Desired Settlement: I don't want to deal with them period.

Business Response:

 

 

August 31, 2015

 

 

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.

 

My ******* applied for a First Progress account via our website, www.firstprogress.com, on August 18, 2015.  He did not request the expedited processing option, so his application was still in progress, as referenced by the secure email link he was emailed, at the time of his complaint.  Per his request, as stated in this complaint, on August 27 his application of credit was withdrawn and Mr. ******* issued a refund of his security deposit, in the amount of $300 to his 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       

 

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 will accept it when I will et my deposit back, I withdrawed from having an account with first progress, I don't think I should be waiting 60, 70 or even 90 days for a deposit back as I read from reviews from other customers. They need to put the money back ASAP 

8/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an account for over three years with "First Progress". I have never had a late payment or any infractions with this company as I monitor my credit and debt very strictly. I have went through their company and set up automatic withdrawals to cover any balance I may have. I have not used this account in over one year and have maintained a 0.00 balance with the exception of when they feel the need to throw a fee at me. Being that I have automatic withdrawal the fees have been paid on time. Apparently they charged my account a 29.00 fee for whatever they say they needed and turned around and charged another fee of 26.00 because they said the balance for the 29.00 was not paid. I called and spoke to an arrogant "customer service" representative named "*******". She told me my bank doesn't know to pay them. I explained my situation and became very dis-satisfied that she was blowing me off and telling me tough cookies so to speak. I cancelled the account. My reason for writing this complaint is to inform others about this snake in the grass of a company; And to let the BBB know that they are endorsing a crook. I do not mind paying an "annual fee" or whatever else the company wishes to impose. What I do have a problem with is spending my ever so precious time to set up an automatic withdrawal for their company to be paid on time whenever something is due, and for them to turn around and charge me another fee and claim that their must be some problem. I have the automatic withdrawal set up and adequate funds in the account, I have handles what I needed to on my end. This company is doing their best to reach into more and more of my hard earned money that they are absolutely not entitled to. I told "*******" I wished to pay my 29.00 and 26.00 fees today and she informed me that there is a 10.00 fee just to pay them their other fees. This is absolutely ludicrous. I have accounts with Capital One, American Express, Citti Bank, among several others. I have never had any issues with them as they are here to do respectable business. I have managed to pay off every card onetime with automatic withdrawals with over 10 companies a month without a glitch for years. This company is a scam waiting to happen to people trying to boost their credit scores. Furthermore this company claims to report to the three major credit bureaus satisfactory as long as you pay your bills on time, I have yet to see them report anything in the three years I have been an A+ customer. Today I closed the account(I was surprised there was not a fee for that) and "*******" told me it would be Nearly three months before I could expect to receive my 300.00 deposit back. This is after I just paid off the entire account and closed it. What could possibly take so long to get me MY money back? Crooks I tell you. STAY AWAY FROM THIS COMPANY!!!

Desired Settlement: I would like to have my $26.00 that was charged for another "FEE" + the 10.00 charge to pay off their "FEES" refunded and I would like for the BBB to not endorse this company anymore. I would also like my $300.00 refunded in a much more timely fashion that >70 days. Lastly I wish for the company to close my account and report pays as agreed to all three credit bureaus. Thank you for taking the time to read this.

Business Response:

 

 

August 17, 2015

 

 

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 has reported Mr. ******’ account every month to all three national credit bureaus since June 2013, when his account was opened.  We can confirm that there have been no 30+ days delinquencies reported to the credit bureaus.

 

The annual fee for this account, which has not changed since it was disclosed in the application process, has been billed to the account each year in June.  The 2015 annual fee, which was presaged on the June 4, 2015 statement with a message, and billed on the statement dated July 4, 2015 with a payment due date of August 1.  Our records do not show any payment of this fee by that date.

 

First Progress accepts and credits all payments mailed to the payment address provided with every statement, without any fee, at any time. First Progress also accepts payments initiated electronically by financial institutions, also without any fee. The only time First Progress charges for a payment is if made by phone with an agent. This fee is fully disclosed in the Cardholder Agreement *and* at the time of the call, and is only assessed if the cardholder asks to proceed with the phone payment.

 

As requested, we have closed the account, and credited the $300 security deposit against any outstanding balance due.  We have also, as a courtesy, waived the annual fee, late payment fee and phone payment fee.  A check has been issued to Mr. ****** in the amount of $365.00.  Mr ****** should expect to receive this 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  

 

8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: first progress card arrogant customer service agents are always wrong on my account that i never had and they told me they will delete it and all now its not deleted, very arrogant minded individuals and i would never recommend this card to noone. and i need this account taking out of there system and i will make complains federal and state as well as civil if i have to very unfair to myself or anyone else dealing with this issue.

Desired Settlement: ANY-

Business Response:

 

 

August 17, 2015

 

 

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, Ms. ***** applied online for a First Progress Card with a $1000 credit limit on February 26, 2015 and was approved on March 6, 2015; however, Ms. ***** did not fully fund the $1000 security deposit required to use the account as per the terms disclosed at the time of her application.  On June 2, 2015, she informed our Customer Service representative that she did not wish to complete the funding of the account.  The $792 she had provided to date was refunded in full on June 4, 2015.

 

The account was therefore reported to the credit reporting agencies by First Progress as current, but voluntarily closed by Ms. *****.  Because she was unable to use the card First Progress has requested that all three credit reporting agencies remove the First Progress tradeline from her credit bureau file.

 

 

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  

 

8/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There has been a serious error that First Progress has made to my account and credit score but they will not correct it. First Progress closed my account and ruined my credit and is saying that I filed for bankruptcy. The fact is that I have NOT filed for bankruptcy and I told them this. I called First Progress and sent a letter but nothing has changed. All they have to do is check my credit to correct this error but they HAVE NOT. First Progress has reported to all of the credit agencies that they closed my account with derogatory status due to bankruptcy which is false and is ruining my credit score. I have been a good customer since May 2013 but don't understand why they have not fixed this problem.

Desired Settlement: I am requesting that First Progress reopen my account and remove ALL of the derogatory credit marks that they have placed on my credit report.

Business Response:

 

 

August 17, 2015

 

 

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 had received a bankruptcy notification for a different customer with a similar name, and misapplied this notification to Mr. ******* account on February 23, 2015. The security deposit was then refunded in full.

 

The error is entirely ours, and we contacted Mr. ***** on August 10 to apologize and to make amends. Mr. ***** having agreed to provide a new security deposit, First Progress has reopened the account. Of course, we have also contacted all three consumer reporting agencies to remove the incorrectly reported bankruptcy as well.

 

 

We hope to provide Mr. ***** with better service in future, and that this response fully addresses the complaint.  If there are any 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  

 

8/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First progress change their policy and does not allow payments to be made direct from bank accounts anymore. Because of this reason, it caused me to be late a few times which have been reported to my credit reports. I now have to pay my bill every month through moneygram, which cost me money to pay my bill. I have called several times and ask for goodwill removal of those late payment showing on my reports but I have had zero luck. I sent an email directly to the executive office with no response.

Desired Settlement: I would like the several late payment marks on my credit report to be removed. I have since started using money gram for payment, which costs money but my bill has been paid in full every month.

Business Response:

 

 

August 27, 2015

 

 

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 ACH payments initiated by other financial institutions, at no charge to our customers.  First Progress also accepts payments made by mail to the remittance address, PO Box 84019, Columbus, GA 31908-4019.  We also offer the option of payments to be taken with the assistance of a live operator, as per the Cardholder agreement and as disclosed during the call, for a fee of $10. 

 

First Progress allows sufficient time for our cardholders to make payments, as the due date is typically 25 days after the statement date, Mr. ****** has had ample time every month to submit his payments in a timely manner.  First Progress reports accounts accurately to the major credit bureaus.  As Mr. ****** has had numerous late payments on his account, we have reported accurately and cannot remove these accurate reporting from his credit bureau reports.

 

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.

You did accept payment by checking account on your site prior and made the change to not without notice or warning. That change without warning your customer first causes them to have to find alternate payment arrangements and can cause late payments. Esp when trying to send my moneygram and don't include the correct account details, which happened to me. 


Regards,

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

8/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have paid my bill with First Progress and they refuse to give e my credit my current statement which os for Aug states my available credit is $350.00 but the website shows available credit is $0 I call First Progress and they tell me my account is on hold because a check was sent back which is true but only two payments were sent back and there were a total of four payments made they tell me to contact the financial institute that payed the credit and I have it was paid and it shows so on my August statement and also no transactions are posted when I log in First Progress needs to give me my credit but they refuse to

Desired Settlement: They keep telling me my account is on hold till they receive a payment and it shows a payment was received on my August statement they tell me to contact my financial institution and I have and they say it was paid First Progress will not give me my money I payed

Business Response:

 

 

August 26, 2015

 

 

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 apologize for any inconvenience the payment hold may have caused; however, due to payments are not guaranteed and may be returned, available credit may not be immediately increased by the amount of the payment for up to 10 days after the posting date as outlined in Ms. ******’s cardholder agreement.  Ms. ******’s payments were processed upon receipt, between July 30, 2015 and August 6, 2015.  All payments are effective immediately upon receipt, however due to three of the payments received during this time frame having been returned for nonsufficient funds or for closed checking account, the fourth payment, which was successful, did have a hold placed on the amount of $447.26 until we were certain that the funds would be honored by Ms. ******’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.  Since the 10 day payment hold period has expired, the available credit is available for Ms. ****** to use.

 

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,

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

8/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a card with then over a mouth ago I was told by a representative that after I did my application online I can call back two days later and change the address on file so the card would go to the new address and now the address on the application so I did that and they explain to me that it will take 7 to 10 days to get the card so I waited and after 10 business days still no card so I can't in check toake sure the address was correct in the system and they told me yes so at that time I reorder another card and was told 7 to 10 days now I'm her on the 14 business day with no card still from the second request I made for a new card so I starting to think this company is a big fraud and just saying there doing something there not so I have had my account open for over a mouth with no card

Desired Settlement: I will like a new card to be sent out with expedited mail so that I am able to start using my account

Business Response:

 

 

August 10, 2015

 

 

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, and was approved, for a First Progress account on June 30, 2015.  At this time, a card was created and mailed to the address on his application, ***** ** *** ** *** ** ********* **  **********. 

 

On July 15, the first card, sent to the address provided on his application, was returned to us by the US Postal Service, with a change of address sticker reflecting the new address: ** *** ******* ****** **  *****.  A new card was then mailed to this address.  We have checked with USPS, and they acknowledge receipt of the card of July 21, and delivery as of July 25, 2015.   Mr. **** may want to contact his local post office in regard to not receiving his mail.

 

Mr. **** spoke with customer service on August 6, 2015, at which time we have requested another card be mailed to him at his current address:   ** *** ******* ***** ** *********** 

 

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       

 

8/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I AM FILING THIS COMPLAINT BECAUSE I HAVE A CREDIT CARD ACCOUNT WITH FIRST PROGRESS CARD ENDING IN ****. ON FRIDAY AUGUST 8 2015 I CALLED TO MAKE A PAYMENT IN THE AMOUNT OF $80.00. THE CUSTOMER SERVICE REP INFORMED ME THAT I COULD NOT MAKE A PAYMENT BY PHONE USING A DEBIT CARD. I WAS INFORMED HOWEVER THAT I COULD MAKE A PAYMENT USING MONEY GRAM. I DID THIS ON THAT SAME DAY MINUTES LATER. I CALL TODAY AND THEY CLAIM THAT THEY HAVE NOT RECEIVED MY PAYMENT AND THAT THEY ARE GOING TO MARK ME AS 30 DAYS LATE EVEN THOUGH THE PAYMENT WAS MADE.

Desired Settlement: I WANT ANY 30 DAY LATE PAYMENT BECAUSE OF THIS REMOVED OR NOT EVEN PUT ON MY CREDIT REPORT.

Business Response:

 

 

August 17, 2015

 

 

Better Business Bureau

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

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

** *** ****

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 cannot accept credit or debit cards for payments due.  We accept and credit all payments mailed to the payment address, as well as payments initiated electronically by financial institutions. 

 

First Progress received a payment of $80.00 electronically from MoneyGram on August 8, and credited this payment to Mr. ******’s account the next business day, August 10, as shown on the statement dated August 12. 

 

We reported Mr. ******’s account as current to the three major credit reporting agencies after the statement.  The account has only been delinquent prior to August 10, as the minimum due by July 9, as shown on the statement dated June 12, was not received.  To date the account has never been reported by First Progress as 30+days delinquent.

 

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

            ** *** ***

            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,

**** ******

8/11/2015 Problems with Product/Service | Complaint Details Unavailable
8/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a charge in dispute and was told I do not have to worry about any interest or fees while account is in dispute. The results were proven the charges were not mine and the fees were credits however First Progress reported a 60 day late on my credit report. Also I had a credit on my account where I had overpaid my payment before the disputed charge and First Progress took it upon themselves to take it and said this was a credit charge back. Totally unacceptable. This is stealing.

Desired Settlement: I would like my credit report corrected this has affected my business and life tremendously. I would also like for them to put my credit back on my account. I have supporting documents for all correspondence.

Business Response:

 

 

August 7, 2015

 

 

Better Business Bureau

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

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.

 

In April 2014, Ms. ********** contacted First Progress to dispute a charge from ****** ***** on her account.  The charge was placed into dispute and an investigation was initiated.  Ms. ********** was advised that no fees would be accrued for this charge while the investigation is in progress.  However, there appears to have been a misunderstanding, as Ms. ********** was still required to make the minimum payment due on her account as reflected on her billing statements. 

 

As this charge was the only balance on her account, the late fees that were accrued were removed from the account.  At the time the fees were removed, the account was not updated to reflect that she was not past due, as this was a dispute case.  We have updated her account to remove the past due history that was reported from the time of the dispute, May 2014 through August 2014.  A correction has also been sent to the major credit reporting agencies to remove the negative reporting that occurred during this timeframe.   

 

If there are any additional questions, Ms. ********** 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:        ***** ****             ******* ****             ** *** ***             ********* **  **********       

 

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,

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

8/7/2015 Billing/Collection Issues | Complaint Details Unavailable
8/4/2015 Billing/Collection Issues | Complaint Details Unavailable
7/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First Progress charged my an annual fee of $44, which I agreed to. When they charged me my 2nd annual fee they failed to let me know, for 3 months. The 44$, which I would of easily paid has increased to around $100 with the fees. They still failed to communicate this to me. I only found out when I checked my credit karma account an saw my credit score drop 100 points! I called and spoke with a representative and he said he could void 1 late fee but could not do anything about my credit report. For being a credit card for rebuilding your credit this is horrible business! This is a $300 secured credit card, you guys have $300 of my money for the past 2 years but cant let me know that I have a balance? I never missed one payment and they sneak this in on me. Thanks for nothing. I will spreading the word as best I can on-line to let people know how much of scam this is.

Desired Settlement: I will pay your stupid fees no problem. DO NOT MESS UP MY CREDIT!!!!!!

Business Response:

 

 

July 20, 2015

 

 

Better Business Bureau

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

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

** *** ****

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 sends all cardholders a monthly billing statement every month.  Mr. *******’s April 4, 2015 statement had a notice advising his annual fee of $44 would be billed on the next statement.  When the annual fee was assessed, on April 30, it was posted to the May 4 billing statement.  First Progress mailed the statement, as well as the next two statements, reflecting the past due status and late fees that were assessed.  At no time were any statements returned to us from the US Postal Service, and the statements are always available online within the Customer Center.

 

Mr. ******* contacted First Progress on July 13, 2015, in regards to the annual fee and late payment fees.  At this time, he also requested to close his account.  As a courtesy, we have waived the late fee of $37 that was assessed on July 2, as well as closed his account.  We have also submitted a request to the major credit reporting agencies to remove the negative reporting that has been reported since the annual fee was assessed.

 

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

            ** *** ***

            Columbus, GA  31902-0120       

 

7/31/2015 Problems with Product/Service | Complaint Details Unavailable
7/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I closed my account in april 2015 and over a month later they still were charging me and gave me a late fee.

Desired Settlement: I want the negativity to be removed.

Business Response:

 

 

July 17, 2015

 

 

Better Business Bureau

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

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

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. ****** contacted First Progress on April 7, 2015.  In error, her account was not closed until June 19, 2015.  Due to this error, several merchants were able to submit recurring monthly charges to Ms. ******’s First Progress account.

 

We have issued credit for all charges made after April 7, 2015, as well as removed any penalty fees that accrued due to our error.  Additionally, on July 14, 2015, we submitted an update to the major credit reporting agencies to remove the negative reporting that has occurred due to this error. 

 

If there are any additional questions, Ms. ****** may contact Customer Service Department at ***** *******3 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

 

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

 

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got this card since they said they do monthly reporting and help your credit score. Out of 3 agencies they have reported once...the one time i had a high balance and it is hurting me not helping me since they are not doing what they claim they do in their ads.

Desired Settlement: I want them to live up to what they say they do. Report monthly the ACTUAL bill. Not just sit on their butts ripping people off once they get this bogus card.

Business Response:

 

 

July 13, 2015

 

 

Better Business Bureau

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

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

Columbus, GA 31902

       

RE:       *** ******

            Case No.:  10700335

 

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 reports to the major credit reporting agencies on a monthly basis, after our cardholders’ billing cycle has ended.  First Progress has reported Ms. ******’s account every month, beginning in April 2015.  First Progress does not “pick and choose” what information we share with the credit reporting agencies.  Under the provisions of the Fair Credit Reporting Act, we are responsible for accurate furnishing of information to the credit reporting agencies.

 

If there are any additional questions, Ms. ****** 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:        ***** ****             ******* ****             ** *** ***             ********* **  **********       

 

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did apply for a credit card from First Progress , because ****** ***** recommended this company. I have paid my bills without any problem for 14 years, but my score is 664 and I was thinking that I may increase my credit score. The company took the money $300.00 right a way from my bank account and I was expecting to receive the credit card in a week. Instead this I found that after 5 days the customer Service verified that the money are received and I am still not approved. Not approved with my own money!!! I am frustrated for this procedure since I get an approval faster from other banks, sometimes I get an approval for a minute. No need to go to this slow procedure with my own money and I am worried that actually this is something to trick me and to put me in a position to struggle with my money and I am worried that this company use my money and will put me in a bad position to beg for my own money later on... I want immediately my money back, no need of further approval, no need of card , no need to increase my score, no need of this snail service.... I want to cancel my request due to slow procedure, missing e-mail to contact customer service, missing communication and not listed phone number under their web site.. I needed to search for the phone number in Internet. Now I am worried that I have to look for a Lawyer to help me: how someone can take my money from my bank account and in 5 days to send me e-mail that they have it received,... but I am not approved yet and I need to wait the approval procedure who knows how long and what else will come with this company with not clear procedure?. Please help.It sounds very strange and no excuse for this procedure. I want to cancel my request. I made a mistake to apply for this card., I want to correct my mistake and concentrate on my business. Also please warn ****** ***** do not recommend First Progress, due to the complicated procedure when they take people's money. Help me to have the money back. Thank you.

Desired Settlement: My money back to my bank account immediately...

Business Response:

 

 

July 2, 2015

 

 

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.

 

Mrs. ******** submitted an application via FirstProgress.com on June 23, 2015, with a security deposit of $300.  On July 1, 2015, we received a call from Mrs. ********, requesting to cancel the application. 

 

We have canceled the application, per Mrs. ********’s request, and issued a refund to her VISA ending in **** for the security deposit of $300.00

 

If there are any additional questions, Mrs. ******** 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  

 

7/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I started my account with first progress in early may of 2015. They received my deposit and thus was accepted into their program. Their program stated a card would be mailed to my address within 10 business days of being accepted. It is now June 19th, after calling on multiple occasions to their customer service center I was assured my card would be mailed out. I have received a statement from First Progress, as well as another piece of mail. On may 28th, 14 business days after their 7-10 business day claim that they would send me a card, I called to cancel the first card and re-order another card. I was assured the card would arrive at my address no later then June 16th, it is now June 19th. I called the customer service center and was assured a card would arrive 7-10 days and this request is expedited. I have not received to this date either card, that should have been canceled. I have been informed that if I cancel my account with first progress it will reflect negatively on my credit report. Along with my report to the BBB, I am filing a complaint with the department of consumer protection and small claims court in Connecticut if the matter is not resolved

Desired Settlement: My desired resolution is to have my card sent immediately no later then June 30th or a complete refund of the APR I paid 49.00 and the 1000$ deposit I made refunded to me in less then 5 business days of June 24th or June 29th

Business Response:

 

 

June 25, 2015

 

 

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 account, he provided the address of *** ********* **** ***** ********** ** *****.  A card was mailed to this address after the account was opened, on May 11, 2015. 

 

Mr. **** contacted customer service on May 20, advised he did not receive his card yet.  He was advised of the timeframe to receive, 7 - 10 business days.  He contacted customer service again on May 28, at which time we requested a replacement card.  This card was mailed to the address on file, which was verified by Mr. **** as being correct.

 

On June 17, Mr. **** contacted Customer Service again in regards to non-receipt of his card.  He was advised “It should be there tomorrow” and to contact us if the card does not arrive.  When he contacted us on June 18, the card still had not arrived, and a third card was requested.  This was also being mailed to the address on file, which Mr. **** had again verified as being correct.

 

Upon receipt of this complaint, we noticed that Mr. ****’s address included an apartment number, which was not provided on his application.  We have reviewed the recordings of each call, but did not hear Mr. **** mention an apartment number.  We have added the apartment number, and on June 24, a new card was issued, to be mailed to the address Mr. **** provided on his complaint, *** ********* **** ***** *** ** ********** **  *****.  We hope that USPS would deliver this card to this address 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       

 

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 am 100% positive that their is and will never be a apt * ** *** ********* **** ***** ********** ** *****. The reason I failed to put apt 8 on my application is because apt 8 corresponds to another residence in wisconsin @ **** ******** *** *** ** *** ******** ********** ***** to which I never provided your company and I use while away on work. To answer before you ask, the answer is no, the card was not delivered there either. 
                 Furthermore, I requested that First Progress provide my card by June 30th or cancel my account completely refunding the 1000$ deposit, plus the 49$ I paid electronically for the APR on the card by June 30th. Given First Progress's policy of 7-10 business days, assuming the card was drafted and mailed before 4pm on June 24th, that put's the cards delivery between July 2-July7th which is absolutely unacceptable. First Progress has failed to demonstrate how they will meet my june 30th deadline, and completely ignored my alternative request to cancel my account with a complete refund of my 1000$ deposit plus 49$ apr payment by June 30th. 
[Provide details of why you are not satisfied with this resolution.]

Regards,

**** ****

Business Response:

 

July 2, 2015

 

 

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. **** was not satisfied with our response.  Thus far, First Progress has mailed 2 cards to Mr. ****.  One was mailed on May 11, 2015 to the address he provided on his application:  *** ********* **** ***** ********** ** *****.  This card has not been returned by USPS. We suggest Mr. **** contact his local post office as it appears there may be an issue with his mail delivery.

 

On Mr. ****’s BBB complaint dated June 19, the address of the complainant is listed as “*** ********* **** ***** *** ** ********** *********** *****”.  On June 24, therefore, we initiated mailing a new card to this address.  This card has also not been returned to date by USPS.

 

We will close the account and refund the security deposit in full if requested.  However, refunds are mailed to our customers via USPS.  We wish to avoid any further dissatisfaction should we mail the refund check to the same address Mr. **** has not received the card, so we would request Mr. **** supply a successful mailing address with 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  

7/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for this unsecured credit card because I was very determined to improve my credit. Therefore, I started making my monthly payments on time. On november 2014, however, I realize that the payment was due the next day and would need to make an electronic payment to avoid a late payment. I called Customer Service and was told that the only way to make an electronic payment was through my online banking bill pay which would not be processed and posted the same day. As a result, I was assessed a late fee which was also reported to all 3 of the credit bureaus. On February 2015, a payment was set up through my online banking bill pay. However, creditor claimed that payment was never received and assessed my account with a late fee which was also reported to all 3 credit bureaus. One thing to also keep in mind is that their system is never up to date and always create confusion. I called Customer Service to dispute late payments and to see if they can remove them from my credit file. I was given a fax number to send in the dispute but fax number never worked. I, therefore, decided to dispute late payments through credit bureaus and even provided documentation of my attempt to send payments on time through my online banking bill pay, but was denied by creditor.

Desired Settlement: I want the creditor to be human for a minute and realize that their system is not as convenient in helping customers making on time payments. Therefore, I am requesting the creditor to waive the negative credit bureau reporting for November 2014 and February 2015 resulting from my late payments. Thank you

Business Response:

June 22, 2015

 

 

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. ****** did not apply to First Progress for an unsecured card.  First Progress has never to date offered any unsecured cards; as disclosed in the application materials, this is a fully secured credit card.

 

Since the account was opened in April 2014, the payment due date has been on the 19th of each month.  This due date has not changed at any point.  The payment due date is listed on every billing statement, which is mailed to the cardholder’s address on file; we have no record of any statements having been returned by USPS.

 

First Progress has searched its records, but could not locate any phone calls from Mr. ****** in November 2014 or in February 2015 in regards to making payments to his account.  If a payment of at least the minimum payment due amount is not received by the payment due date, the account is delinquent.  First Progress is obligated by law to report accurately to the credit reporting agencies.  As a result, we are unable to remove valid negative reporting to the credit bureaus for this account.

 

As a courtesy, the last late fee assessed, $37, has been waived.  The next statement will reflect this credit. 

 

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.

[Hello, it is indeed a secured credit card which is what I've meant to write and for that I appologize. As far as the late payments, however, I am not disputing that they were not late. But I am disputing the fact that your system is set up in such a bad way to cause the customers to be late.  And since I've made those payments on the actual due date, it's not fair to me to report my account as delinquent simply because the company is not using up to date electronic payment tools that other companies are using to facilitate submitting a payment on time.  If I were to submit my payment 3-5 days prior to my due date, I would still be considered late because the only way to make an electronic payment is through your own financial institutions and would probably take several days or week to process.  By the way, I don't know what system you used to research call logs but I did call your company on the 19th of November 2014.  And although I appreciate the $37 credit applied to my account, I'm afraid to say that I am still very disappointed that the request to remove the late payments from my credit file was not granted although I had provided documentations showing payments were made on the due date.  I signed up for this credit card to help improve my credit but with the way that your system is set up, It is sad to say that it's not working for me.]

Regards,

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

Business Response:

 

June 25, 2015

 

 

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 to hear Mr. ****** is not satisfied with our previous response.  However, First Progress offers customers a variety of ways to make payment, and at least 25 days from the statement date for payment to be received.  It appears as though Mr. ****** is disappointed that First Progress does not initiate electronic payments on behalf of our customers, but we are unable to do this due to repeated instances of fraud.

 

While we could waive a late fee as a courtesy to Mr. ******, in order to remain within compliance of federal law we were not able to remove late payments which reported accurately to the credit bureaus.

 

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       

7/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been with First Progress for a couple of months now. I haven't had any issues with them up until now. I made a payment of $450.00 on June 22,2015 via online bill pay. I was told there was a 10 day payment hold on my money because they were waiting on my bank to give them the money. However, on June 23, 2015 my bank informed me that First Progress had the money and they didn't know why there was a hold on my account. I called First Progress they told me they had not received the money yet. On June 24, 2015 My bank informed me that they had a copy of the cashed check sent to First Progress and that they were a 100% sure that they had my money at that point. I then asked my bank if it was ok to call First Progress on threeway and get some kind of information. They agreed. We called and First Progress acted as if they still didn't have the money and that I should consult my bank to do a stop payment. My bank informed them t hat it was indeed too late to do a stop payment and that they had my money. my bank then informed that I should ask for a supervisor there. Supervisor wouldn't come to the phone instead sent messages through the rep on the phone. We went back and forth and finally I mentioned I had a copy of the check in my possession and that I would email it to them. They told me they didn't do email but I could fax it to 1-877-858-2211. I then proceeded to fax in the form to them. I was told by the rep that the supervisor would call me once he heard anything. However I called them back around 11:57 a.m. to make sure they received my fax only to learn that there was note on my account to receive a phone call back. I then asked if they would notate my account to get a phone call back and they claimed they would call. But, at this point I don't trust them. They have clearly been giving me the run around and taking me through the run around.

Desired Settlement: I would like for the company to apply the money to my account. They have my money and it is only right that they add that to my available credit. I would also like the payment for July 9th to be removed. Because it still says I owe them 37.00 and I just made a 450.00 payment.

Business Response:

 

 

June 25, 2015

 

 

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. ********’s payment was received and credited to her First Progress account on June 22, 2015.  Although payment was credited to her account, the available credit was not increased on that day.  As disclosed at application, a payment hold of up to 10 days may be applied to all nonguaranteed payments.  While the funds were received from Ms. ********’s bank, the bank has not waived its right to reclaim these funds via a payment return.  We therefore encourage customers who wish to make the credit immediately available after a payment to use an online electronic billpay service.  Most First Progress customers use such a service, whether offered by their financial institution or a third party, and receive faster availability of credit without the expense of obtaining a money order or cashier’s check.

 

Ms. ******** is requesting to have the payment of $37 due on July 9 removed from her account.  When the payment of $450 posted to her account, as this exceeds the required minimum payment, there is no longer a payment of $37 due on July 9.

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

This issue has still not been solved. There still holding my money and act as if they don't know where it is. My bank has called them on several occasions letting them know the payment would not be reversed. At this point I  would like to see the money posted to my account. It's been 4 days and this is ridculous 

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

Regards,

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

Business Response:

 

 

July 2, 2015

 

 

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. 
However First Progress has applied her payment in accordance with our Cardholder Agreement, which was disclosed and agreed upon when Ms. ******** submitted her online application, in which a payment hold of up to 10 days may be applied to non-guaranteed payments.  As of today, the hold period has expired and the funds from this payment are now part of the available credit.

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They should allow another option to pay that doesnt inquire a 10 day hold. I feel as if they did the whole situation wrong. I will be closing my account soon. They took the entire 10 days to release my money. I would like an apology for my inconvience.

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

Regards,

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

6/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the beginning of this month (June) I had to contact the Customer No Service Dept because my account information was not up dated, causing me to be unable to manage my account. This was the second time I've had to ask First Progress Card to please do their job and be sure I had access to my account!! First progress management has had ample time to look into this matter again but have refused to do so. Specifically, the portal or my account page is not reflecting current or updated account information so that I may manage my account properly. As of this morning the only statement that I am able to review is April 28th, 2015. The May 28th, 2015 is still not available??I've paid and am paying for a service that I demand to be operating. This No Service Company is becoming a nightmare, but since my credit has been pulled to open this account I will stick with it, and will hold them strickly accountable!

Desired Settlement: This is the second time I've filed a complaint with the BBB. I want this matter resolved so that I have 24/7/365 access to current and updated information on my account. Secondly, I've attempted on both cases to resolve directly with the company prior to filing a complaint with the BBB, which by the way was not resolved! Therefore I am asking for a credit adjustment also in the amount of $100.00 for time spent dealing with the No Service of First Progress Card, and it should be more!cc/tgb

Business Response:

 

 

June 16, 2015

 

 

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 of the date of the receipt of this complaint, June 12, Mr. *******’s statement dated May 28 was accessible in the Customer Center.  We are sorry if these statements are not available more expeditiously; however, the statements are provided online as a customer amenity, for which no fee is charged.  All First Progress Card customers receive a statement monthly, mailed at our expense, to their address on file.

 

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  

 

6/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made my FIRST credit card payment via MoneyGram Express Payment on Saturday, June 6, 2015 and the company is stating they have NOT received my payment and are blaming MoneyGram. MoneyGram has proven to me they've sent the payment to First Progress and the biller (First Progress) has received it. Upon checking my account this morning, I was charged a late fee because the company doesn't think I made the payment when I actually did. I still have the receipt with proof of payment and I'd like help in getting this resolved. MoneyGram is pointing the finger at First Progress and First Progress is pointing the finger at MoneyGram and in the process of doing so, I have incurred a late fee and my credit has not been applied to my account. PLEASE HELP!!!

Desired Settlement: I'd like my credit/money applied, late fee reimbursed or cancel the card altogether and refund my money.

Business Response:

 

 

June 12, 2015

 

 

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 of June 12, 2015, First Progress has yet to receive the payment initiated by Ms. ******* on June 6, 2015 via MoneyGram.  We understand how frustrating this has been for Ms. *******, who has been told by MoneyGram that the problem must lie elsewhere.  We have investigated the issue, and have recently received conclusive word from MasterCard that the problem has been caused by the failure of payment files provided by MoneyGram to MasterCard, and in which First Progress is in no way involved.

 

We provided the below written notice on June 11, 2015 to MoneyGram of this issue, but they have failed to respond as of the date of this response:

 

Several of our mutual customers have complained to us that their MoneyGram payments were not credited to their First Progress accounts.

 

In all of these cases, we had not received the funds. Please see the attached for 3 separate examples of proof, supplied by MasterCard, that we never received the payment. Note that as this attachment contains account numbers, the attached file is protected: use “*******” to open. As you can see, the RPPS payment files from MoneyGram were rejected by MasterCard with a “F20” code.

 

The issue appears to be an ongoing one, so we would request that MoneyGram address the issue as quickly as possible to avoid further customer inconvenience. Please feel free to contact me directly at the number below, or to contact *********** ****** at MasterCard RPPS for further details, referencing the case number in the subject line of this email.

 

 

First Progress is unsatisfied with the lack of response to this issue.  No portion of the fee paid by Ms. ******* to MoneyGram accrues to First Progress, and so while we sympathize with Ms. ******* we cannot address this ourselves.  The lack of payment received did cause a late payment fee to accrue to Ms. *******’s account.  As a courtesy, on June 11, 2015, we waived the late payment fee of $26.00.  We highlight that First Progress remains without the payment.

 

We therefore request that the Better Business Bureau also bring this issue to the immediate attention of  MoneyGram, in hopes that Ms. *******, as well as the other individuals affected, might benefit.

 

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  

 

cc:        MoneyGram International, Inc.

            2828 N Harwood Street

            Dallas, TX 75201

            

 

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,

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

6/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about Mar. 16, 2015 I sent by electronic funds the amount of $600.00., for a secured credit card. To this day (May 26., 2015), I have not received a credit card nor my money refunded or anything. They did send me a statement., and they are charging me money, for a card I never have seen or received. when I call their phone number (1-866-706-5543) the call just ends and hangs up every time., no message box, no voice recorder nothing. I desperately want my money back so I can go take my business somewhere else. More than enough time has passed for my money to be refunded.

Desired Settlement: I want my full $600.00 back ., for product not delivered or services not rendered., or both.Full refund.

Business Response:

 

 

June 1, 2015

 

 

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 a First Progress credit card, he provided the following address: *** ******* **** *********** ** **********.  His card was issued and mailed to this address on March 24, 2015.  Mr. ********’s address was updated on April 9, 2015 to ** *** ***** *********** **  **********.

 

Mr. ******** contacted our Customer Service department on April 13, 2015.  We offered to send a new card, as the original card was mailed to the address on the application, not his PO Box.  Mr. ******** declined and requested to close his account due to the non-receipt of his card.  At this time, his account was closed, and Mr. ******** was advised of the timeframe, up to 70 days, to receive a refund of his security deposit, minus the annual fee that Mr. Whtitlock agreed to when he submitted his online application.   We have not received any further communication from Mr. ******** prior to this complaint in regards to having his refund issued.

 

ON May 27, 2015, we waived the annual fee of $39.00, and issued a refund for the full amount of his security deposit, $600, to his 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       

 

6/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have asked now numerous times to have my security deposit returned as account is now closed. I see I am owed $541.00 and should be sent asap.

Desired Settlement: $541.00

Business Response:

 

 

May 27, 2015

 

 

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 First Progress account has a credit balance of $41.94.  When his account was closed on October 3, 2014 due to non-payment, the balance due was $658.06.  His security deposit of $500 was applied to the outstanding balance, which resulted in a remaining balance due of $158.06. 

 

Mr. ******* made a payment of $200 on February 10, 2015, which paid the outstanding balance due, resulting in a credit balance of $41.94.  As we have no record of a request to have the credit balance issued prior to receipt of this complaint, we had not yet issued the refund.  This has been issued, and Mr. ******* will receive his check in the amount of $41.94 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  

 

6/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been a customer with First Progress for over a year now. I've only had to call them one time when I've had a problem and it was handled pretty quickly. I've been attempting to call them for a few days to get my card cancelled and my security deposit refunded back to me as I no longer need a secured credit card. Each time I call, I'm on hold for so long that the line ends up timing out.

Desired Settlement: I would just like my security deposit refunded and account closed as I no longer need the secured credit card. My account has been free of charges since October 2014 and this should not be an issue.

Business Response:

 

 

May 15, 2015

 

 

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 to hear that Mr. ******** has had trouble contacting our Customer Service department, and that he wishes to close his First Progress account.  As he has requested in this complaint, we have closed his account, effective May 14, 2015, and refunded his security deposit of $300.  The refund was issued on May 15, 2015 and should be received 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  

 

5/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First Progress is a horrible credit card company which hides behind antiquated processes as a means to profit from the use of secured deposits and levying of fees. I am sorry that I ever did business with this company. I mailed my first payment of the full balance on the day that I received my first bill (nearly 3 weeks BEFORE the due date. I then waited nearly 2 weeks for that payment to clear my account. After clearing, I wanted to use my card and found that the payment HAD NOT been applied. After having to literally track down a number to get a live person, I was told that because I paid by check, I had to wait 10 days before they would apply my CLEARED payment to restore my credit limit. After then being told that the ONLY way to get a prompt payment processing was to do it by MoneyGram, I cancelled my card and now have to wait up to 70 days to get my money back AND have to pay a $26 fee as well. THIS IS A SCAM FROM THE START.

Desired Settlement: GIVE ME MY MONEY BACK AT THE SAME PACE THAT YOU TOOK IT. It cannot possibly take more than 2 weeks to process a simple account closure.

Business Response:

May 15, 2015

 

 

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 closure of an account, we do advise our cardholders 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. 

 

As a courtesy, on receipt of this complaint, on May 15, 2015 we have issued the credit balance refund in the amount of $1000.00.  Mr. ******** should receive his check within 7-10 business days of this date. 

 

Mr. ******** references having to pay a fee of $26 in addition to the wait period for his refund.  We can assure him that his account has not been assessed any fees in the amount of $26 by First Progress.  The only fee that has been assessed was the $44 annual fee upon the account being opened.

 

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  

5/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am trying to get a refund of $500 that they put a hold on at my bank. They won't return calls or answer the phone.nthey are scammers. I need my cash and they have had it for 2 weeks with out processing it. I need to be refunded and cancel my card that I still am not approved for.

Desired Settlement: Refund immediately of my $500 to my account.

Business Response:

 

 

May 27, 2015

 

 

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. ***** spoke with our Customer Service department on May 21, 2015, requesting to withdraw her application for a First Progress credit card.  We have canceled the application, and her security deposit of $500.00 was refunded back to her MasterCard ending in **** on the same day.  As a refund may take several days to post to the issuing credit card, Ms. ***** will need to contact her issuing bank to verify the refund has been received.

 

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,

***** *****

5/19/2015 Billing/Collection Issues | Complaint Details Unavailable
5/18/2015 Billing/Collection Issues | Complaint Details Unavailable
5/18/2015 Problems with Product/Service | Complaint Details Unavailable
5/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the later part of March I applied for a "secured" credit card with this company, meaning I'm going to borrow my own money for a fee. On April 1st this company took my funds from my checking account, and at this point had still not approved the card. 4/1/2015 ATM POS Debit FIRST PROGRESS 888 403 188 84034783 PA$ -300.00On April 13th I received an email stating the account had been approved;Congratulations! Your application has been approved and your account is being created. You were approved on 04/13/2015. Your card will be created and mailed within 3 business days of this approval.Today, April the 17th I had still not received my card or access to my money that is being held by this company. I called the company and talked to a gentleman named Chris, and ask why this company waits so long to provide a service after securing the funds from the customer(s). I could not get a rational or reasonable explanation leaving me to believe that is there standard business practices, I.e. take consumers money and sit on it for upwards of a month before a consumer has access to the account.I don't consider this to be an ethical business practice and do certainly plan to verify this through this complaint and the forward of this complaint to the Office of the Comptroller and the Federal Consumer Finance Division of the Dept of Banking and Finance.

Desired Settlement: TBD

Business Response:

 

 

April 22, 2015

 

 

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. ******* was approved for a First Progress secured credit card on April 13, 2015.  When an account has been opened, the card is created within 3 business days,  however the card still has to be mailed to the cardholder, via the US Postal Service.  This can take 7 – 10 business days.  As of the date of this complaint, it was only 4 days after the account was approved.  The 10th business day is not until April 27th.  Mr. ******* should be receiving his card at anytime, and if it is not received by April 27th, he should contact our customer service department at that time, and we will be happy to assist him in reporting his card as lost in the mail, and get a new card sent to him.

 

 

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.

[Provide details of why you are not satisfied with this resolution.] I provided this company an attempt to resolve this matter by requesting as a good faith gesture on their part, to credit the annual fee. They have refused, thus this complaint shall remain active and valid. It is my intentions to forward my complaint to the federal office of the comptroller, and the georgia banking and finance division, and may seek a greater resolution.

Regards,

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

Consumer Response: I did eventually receive the card, however, that was only a portion of the complaint.

4/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been unable to access my transaction history for my secured credit card for almost two weeks (3/30 to present). When I first noticed this, there was a discrepancy (between my available credit and current balance) of several hundred dollars that I could not account for. I called first progress to investigate the issue. The Customer Service Representatives (CSR) that I spoke to could not identify the issue and could not provide me with a complete listing of debits and credits on my account. I notified them I did not have access to my transaction history and no effort was made to fix this issue until after several calls on multiple dates. I made several calls over a period of approximately 10 days, as I was preparing for a week long trip to New York and need my finances in order. Their weird accounting practices resulted in my reservation deposit being declined. i was able to secure the room, using the card that was previously declined, but it took much effort on my part. I have all calls recorded. I still do not have access to the transaction for that billing cycle. the statement was generated 4/12/2015.

Desired Settlement: I want to have reasonable access to my transaction history and accurate accounting of my balance.

Business Response:

 

 

April 17, 2015

 

 

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 to hear that Mr. ****** had trouble viewing the recent activity on his account at our website, www.firstprogress.com.  We are enclosing a copy of his most recent statement, dated April 12, 2015, which includes the transactions that he was not able to view on the website.  The display of this statement within the Customer Center did not begin until late on April 15.  However, the Credit Available on the account is made available around the clock on the website or on the automated voice response menu, as well as from a live Customer Service representative during our hours of operation.

 

If Mr. ****** has any further issues viewing his account online, or 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  

 

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened an account for a prepaid Visa card with First Progress in January of 2014 to help build up my credit score and everything was fine made all my payments on time and never had any issues until I decided to close this account out in January of 2015 for I was no longer using this account in I received my statement for the months of December 05, 2014 thru January 04, 2015 which showed they had charged me the annual fee of $39.00 when I called in to close the account in January of 2015 the representative for First Progress informed me that as long as there were no charges made to my account that I would receive the refund of the $39.00 annual fee along with the balance of my prepaid Visa Card which totaled $151.30 but there would be a 60 day waiting period to make sure that there were no charges made to my account finally I received my refund in March of 2015 but it was on for the amount of $151.30 and did not include the refund for the annual fee of $39.00 in which the representative for First Progress indicated I was entitled to receive so I contacted customer service with First Progress and was told I would have to write a letter to the First Progress Correspondence department to request my refund which I did on March 10th 2015, I received a response dated March 11, 2015 indicating that I would have to contact customer service to resolve this issue so I contacted customer service and they said that I would have to contact the Progress Correspondence department what they are doing is giving me the run around and violating their own policies for which I have been told 3 different times by a Customer service representative that I am entitled to the refund of the annual fee of $39.00 as long as there were no charges mad to my account in which I have the statements to show that no charges were made.

Desired Settlement: I just want my refund of the $39.00 that I am entitled to according to the information that I was given by the Customer service representatives for First Progress as they indicated it is the policy of First Progress to refund this annual fee as long as there were changes or activity on my account created by me in the 60 day waiting period I have all the records and statements issued to me by First Progress showing there was no activity in this time period.Regards,*** *****************

Business Response:

 

 

April 17, 2015

 

 

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 December 9, 2013.  First Progress is a secured credit card, not a pre-paid debit card.  Mr. ***** secured his line of credit with a deposit of $300.00. 

 

When he submitted his online application, at www.firstprogress.com, he agreed to the annual fee of $39.  This fee was billed on December 31, 2014, prior to Mr. ***** closing his account.  When the account was closed, per Mr. *****’s request, on January 21, 2015, he was advised the fee could not be waived, however he was welcome to submit a written request for further review to determine if the fee could be waived. 

 

 When Mr. ***** closed the account, his security deposit of $300 was applied against the outstanding balance due, $148.70, resulting in a credit balance of $151.30, which was issued via check on March 4, 2015. 

 

As a courtesy, we have waived the annual fee of $39, as there were no charges made after the fee was assessed, and a refund of $39 has been issued via check.  Mr. ***** should receive the 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  

 

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a call from this company stating that my credit card had frud charges. They went on and stated that we will cancel current card and sent you another one. Then they would send me paper work that I would have to sign and date, then send back in. I did everything as required from this company and sent back a document with 7 charges that I did not take part in. 2 months later I see a charge of 8.88 on my bill, I contact them and stated that I need to send and another document in that they will send out to me. After 2 days of receiving this document I faxed it back in as I did the other one. The next month comes along and the 8.88 charge is still on my bill with late charges. I contacted them again then this time they stated that it has been to long and will not be resolved. I will have to pay charge and late charges as well. The 8.88 charge was on the first document that I sent in which was dead center of the other 6 charges which were are taken care of except this one. I do not believe that I should be charged for this fraud case and this is an over sight on First Progree's that they do not want to admit. I got this card because I was tring to repair my credit, and now have these charges and late fees due to someone in this company not wanting to take responsibility and now I have to take the hit.

Desired Settlement: I would like the fees be paid and my credit cleared of all late charges with a letter from this company stating so.

Business Response:

 

 

April 16, 2015

 

 

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 October 8, 2014, First Progress mailed a Declaration of Fraudulent Activity form to Mr. ****, listing 9 transactions, including the transaction on September 8, 2014 to ************ in the amount of $8.88.  We requested Mr. **** to review, sign and return the form to us.  When the form was not returned to us, the transaction with ************ was rebilled to the account as a valid charge.  All other charges that were being disputed had been credited back by the merchants prior to this date. 

 

As stated on the reverse of all billing statements, we must receive written notification of disputed charges within 60 days of the date of the statement in which the charge appears. On January 10, 2015, Mr. **** contacted us in regards to the rebill of the transaction, and a request to resend the Declaration of Fraudulent Activity form was submitted.  A second Declaration of Fraudulent Activity form was mailed to the address on file for Mr. ****.  This form was signed and dated February 5, 2015, and returned to us on February 12, 2015.  Unfortunately, the timeframe in which Mr. **** was able dispute the charge had already passed, as per MasterCard guidelines, and we were unable to dispute the charge any longer.  Mr. **** was sent a letter to advise the charge was out of timeframe to dispute, as First Progress does not have any chargeback rights for this transaction. 

 

As Mr. **** was not advised during his call on January 10, 2015 that this charge could not be disputed, we are crediting Mr. ****’s account as a courtesy for the disputed charge of $8.88, as well as crediting all late payment fees and interest charges assessed as a result of this disputed charge.   His next statement, which will be mailed out after May 4, 2015, will reflect these credits.  We have also submitted an update to the major credit bureaus to remove the past due reporting that was reported to the credit bureaus on April 4, 2015. 

 

We have closed Mr. ****’s account, per his verbal request, on April 9, 2015, and the security deposit of $300 has been credited to his account.  We have issued a credit balance refund in the amount of $300.00 on April 16, 2015. 

 

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  

 

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They will not refund my money,

Desired Settlement: my refund

Business Response:

 

 

April 13, 2015

 

 

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 March 16, 2015, Ms. ******* requested to close her account with our customer service department.  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 date, we have not received any written request from Ms. ******* to expedite the issuance of her refund.

 

As a courtesy, on receipt of this complaint, on April 13, 2015, we have issued the credit balance refund in the amount of $300.00. Ms. ******* should receive her check within 7-10 business days of this date. 

 

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  

 

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for this card February 26th and at that time sent my 300.00 deposit. I received an email stating that my application had been updated and to call customer service on March 8th because additional information was needed. I called in that day and was told that I had been approved for the card and the card would be mailed within 3 business days. The card was not actually mailed until March 13th, which was a Friday and made me feel that something was going to go wrong. I was told 7-10 business days for mailing, which would have put the card in my possession no later than the 27th. I called the 25th, 26th, and 27th of March checking the status and they can not and do not ship in a method that allows for tracking. I find that irresponsible of a credit card company to not have that option. I called them again on the 31st of March and was told that they didn't know what happened and that they could snail mail me another card and I'd have it within another 7-10. Here I am April 8th, and I have not reached the 7-10 threshold yet but have not seen hide nor hair of the first card yet and they sent it to my secure PO Box. In the small city I live in most of us have had our boxes for well over 10 years and the turnover is almost non-existent there so they all know me so I'm certain that they didn't misplace my card. I'm certain they are an established business because my credit score has already jumped an average of 40 points on each of the 3 bureaus, but their policies and limited ability to ship are terrible. They have absolutely under no circumstances any option to rush deliver or overnight your card to you! If you are looking for an emergency card this is not the card for you. During the time I've been waiting to receive this card I've had a death in the family and I almost missed the funeral and a family member hospitalized I almost couldn't visit, and you guessed it, I was short on cash and could've used the card to cover me instead of taking from my bills money.

Desired Settlement: I would like them to get me my card ASAP. I have waited 30 days since approval with no card and have offered numerously to foot the bill to have them overnight my card as I need it now. They have declined any such help and have not yet gotten me my card. I would love it overnighted so I can receive it before Saturday, but if not I'd like to receive it before the 10th business day which would be this coming Friday the 10th.

Business Response:

 

 

April 13, 2015

 

 

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. ****** was approved for a First Progress Master Card on March 10, 2015.  At that time, a card was created, and mailed to the address provided on his application, *** ****** *** *********** **  **********.  This card was returned to us by the US Postal Service on April 3, 2015 as undeliverable, with the message “Return to Sender – Not Deliverable as Addressed – Unable to Forward”.    As a security precaution, First Progress does not allow cards to be forwarded by the US Postal Service, instead they are returned to us if they cannot be delivered to the address we have on file.

 

Mr. ****** updated his mailing address on March 11, 2015, to a PO Box, therefore his statement, which generated on April 12, 2015, was sent to the new PO Box we had on file. 

 

On March 31, 2015, when he still had not received his card, we did request a new card to be sent to Mr. ******, to the current address we have on file, ** *** **** *********** ** **********.  Our records indicate Mr. ****** activated the card on April 9, 2015, at 3:12 pm EST.  

 

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