I lost my "Platinum Signature Card", so on March 3, 2014, I called customer service so I could order a replacement card. The fee was $4.95, and it would take 7-10 business days to get to my residence.The 7th business day came and no card, so I called customer service back, just so I can ask for a tracking number. Their response to me was that I should just wait and if it doesn't come by the tenth business day then they will be happy to give me the tracking number. I found it a bit odd that I couldn't get the tracking number, but I just agreed. I checked the mail on Monday, March 17, 2014... still no card. I called customer service back that very same day, and explained to them the situation and also asked them for the tracking number. Every time a call is placed to them more then twice a month it's a fee of $2.95. So this was my third call, and I spoke with a female associate. She informed that the replacement card was denied and she would have to send an email to cooperate to see why it was denied. I immediately got frustrated, I asked her why after 2 weeks of waiting and calling, that they are now just informing me if this matter? Her answer was "I don't know, call back in 24 hours to see the response from corporate". Even though I really need my money, I said ok. I called back the next day and spoke with a man, he informed me that my card was not denied and I should wait another day. I explained what I had been through with them the last couple of days and that I needed a resolution, all he had to reply with was, I will waive the fee for the call. So I called back today Wednesday the 19th and the agent I spoke with told me I could get it reissued to me for a fee of $34.95, and it would get to me in 3-5 business days. I said no and asked to be connected to his supervisor, I was on hold for 40 minutes before I hung up and called back. Which was another charge.I was given cooperates number only after I threatened to report them to you guys. Still no card on the way and no straight answers.
Product_Or_Service: Replacement debit card
I want my the amount of money I started with back on my card, which was $1,533.30. I would like all the fees waived from the replacement card I ordered and the calls I made. I really just want my money, I want to discontinue my business with them. I'm a single mother that is already struggling, and I feel that they are holding my hard earned money hostage, and it doesn't matter to them. That's all I am asking for. I don't even know how long I'm going to have to wait to get a response from them.
Fees have been returned to the card account so the cardholder can now access them.We appologize for any inconvenience Ms. ******* experienced dealing with Platinum Card support
(The consumer indicated he/she ACCEPTED the response from the business.)
My card was replaced shortly after, but I still had to pay the 34 dollar fee to have it shipped to me, even though it was their fault I didn't receive it in the mail when it was originally sent to me the first time threw the mail. So I would like that to be reimbursed, it's not about the money, but more about the customer service and the professionalism.