ComplaintsforConcora Credit Inc.

• Initial Complaint

  06/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon discovery of multiple information reporting errors to each of the Credit Reporting Agencies (TU/EQ/EX) a dispute was submitted requesting removal of the incorrect data, replaced with verifiable data reflecting the correct account history. Unfortunately, ** ******/Genesis Card Services has furnished additional information indicating that the account was "charged off" in addition to unverified 30, 60 and 90 day lates. If an account is paid or settled as agreed how can it be Charged off? Why are the 30, 60 and 90 day lates being reported to each of the CRAs different for each one? I have attached screen shots documenting the above issues for reference. This exemplifies poor data retention , incorrect validation processes and a violation of FCRA policies

  Business response

  06/15/2021

  Please see the attached response. 

   

  Thank you, 

  Genesis-FS Card Services

  RE:          Mr. ******* ********
  ****** ********** Account ending in ****
  Case # ********
  
  
  Dear Better Business Bureau,
  
  This letter is in response to your inquiry dated June 4, 2021, regarding a complaint filed with your office by the above referenced consumer. In his complaint, Mr. ******** stated that his Account is being inaccurately reported as delinquent and charged off. For Resolution, Mr. ******** requests the tradeline be removed from all three credit reporting agencies.   
  
  As for Mr. ********’ requested resolution, on June 10, 2021, Mr. ******** spoke with a Customer Resolution Specialist in regards to his credit reporting. Mr. ******** was informed that the delinquency reporting for April 2017, August 2017, March 2018 and July 2018 were requested to be removed. The charged off status will be replaced with a settlement status. Please allow up to 60 days for the credit reporting agencies to update their records.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services  
  
  Please note, Mr. ********’ Account was issued by ****** **** and serviced by Genesis FS Card Services, Inc. on their behalf.

  *****ALL SUPPORTING DOCUMENTS REDACTED BY BBB*****

• Initial Complaint

  06/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday June 03, 2021, I contacted Genesis FS Card Services to go over some negative reporting on my account. It was agreed to have the negative reporting removed from my credit report. I have been a customer with them for more than 4 years and have enjoyed an excellent relationship with them with on-time payments. The agreement was to pay the entire balance to have the negative reporting of 1 missed payment removed from my credit report. After the payment was made, I am being told they do not have the authority to fix reporting with the credit bureaus.

  Business response

  06/11/2021

  Please see the attached document which contains our response.

   

  Thank you,

  Genesis FS Card Services

  
  
  June 11, 2021
  
  Better Business Bureau
  12639 W Explorer Dr, Ste 200
  Boise, ID 83713
  
  RE:         Mr. ***** *****
                 ***** ******** Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated June 3, 2021, regarding a complaint filed with your office by the above referenced consumer.  In his complaint, Mr. ***** stated that he made an agreement for the negative reporting to be removed from his credit report in return for paying off is balance. For resolution, Mr. ***** requests a correction to his credit report.
  
  Our records indicate:
  
  On June 3, 2021, Mr. ***** contacted our Customer Service Department regarding the credit reporting of his Account. He stated that he was informed the negative reporting would be removed. Mr. ***** was informed that we do not accommodate goodwill requests but that a call review would be completed to determine if he was provided with misinformation.
  On June 4, 2021, Mr. ***** spoke with an Account Manager. He was informed that the call review was completed and there is no record of Mr. ***** being informed that his credit reporting would be adjusted.
  
  
  As for Mr. *****’s requested resolution, we are required by the credit reporting agencies to report both positive and negative information, as to not undermine the integrity of the credit reporting system, therefore, we are unable to remove the delinquency reporting from his credit file, as we have determined the information reported to be accurate.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-888-261-2279.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Mr. *****’s Account was issued by ******** ********, Inc. and serviced by Genesis FS Card Services, Inc. on their behalf.
  

  *****All supporting documents redacted by BBB*****

  Customer response

  06/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  

  A letter was sent to my residence regarding the deletion of the negative items. I have already consulted with my legal team and a potential lawsuit will be filed. Also when speaking to the account manager, It was advised it may be taken out. The credit bureaus have indicated to make contact with the creditor first before any action is taken against the creditor. I am appalled by the response and customer service of this company and will encourage everyone who has an account to close the account and no longer do business with this company. See you all in court.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I inquired at ***** ** ** to make a purchase, I went in more than once because I hadn't decided what I was going to purchase yet. Darryl Holmes was my salesperson, at ***** ** **, back in February. Each time I would go in, he would give me his card with his phone number and asked me to call him to let him know that I was going to go in. When I first went into the store, he explained that Genesis Credit offered 6 months with no interest charges and that I would have 6 months to make a purchase. I purchased a dining set, but he didn't file the paperwork properly. Technically, they couldn't deliver the dining set, if the paperwork was not filed properly, that is basically what he told me. He would call me to ask if I would go in to finish signing the paperwork. He should have known that the paperwork needed to be signed before I left the store. I didn't feel comfortable going back into the store to sign the paperwork as I was not confident with the purchase

  Business response

  06/11/2021

  Please see the attached document which contains our response.

   

  Thank you,

  Genesis FS Card Services 

  
  June 11, 2021
  
  
  Better Business Bureau
  P.O. Box 1000
  DuPont, WA 98327
  
  RE:         Ms. ********** *******
  ***** ** ** ******* **** Account ending in ****
  Case # ********
  
  
  Dear Better Business Bureau,
  
  This letter is in response to your inquiry dated June 6, 2021, regarding a complaint filed with your office by the above referenced consumer. In her complaint, Ms. ******* stated that she visited a ***** ** ** location in February 2021 to purchase a dining set. As the paperwork was not completed, the purchase/delivery was not completed. Ms. ******* also stated that she was informed by a store associate that she would have six months to make a purchase. For Resolution, Ms. ******* requests a correction to her credit report.
  
  As for Ms. *******’s requested resolution, her Account is accurately reporting as closed due to inactivity. The closure was completed in accordance with the Accountholder Agreement and is permanent. Ms. ******* is welcome to reapply for a ***** ** ** ******* **** Account.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-502-6439.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services  
  
  Please note, Ms. *******’s Account was issued by ***** ********** **** and serviced by Genesis FS Card Services, Inc. on their behalf.

  *****All supporting documents redacted by BBB*****

  Customer response

  06/11/2021

  
  Complaint: ********
  
  I am rejecting this response because: The response doesnt address my concern.  I am not requesting to the account show closed on my credit report.  I am requesting the closed account and the inquiry on my credit report be removed form my credit report  due to the inaccurate information I received.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  06/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company continuously calls me, leaving a message about my "*********" account, of which I do not have, I do not do any business with them, have never done any business with them. Every single day for weeks on end they call me. At least two times a day or more. They always leave a message stating they want to talk to me about this account which I don't have! I even tried to answer the call once to tell them they have the wrong person. It went straight to their voicemail that they always leave. I am fed up with this phone harassment, I have them blocked via my cell provider, which doesn't stop the voicemails, and i am registered with the do not call list. I really hope you can help me. I am going to contact them at another phone number I found online to give them a piece of my mind. Thank you in advance of any help you may be able to provide.

  Business response

  06/11/2021

  Please see the attached document which contains our response.

   

  Thank you, Genesis FS Card Services 

  RE:          Ms. ******* *******
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated June 3, 2021, regarding a complaint filed with your office by the above referenced consumer. In her complaint, Ms. ******* stated that we continually call her regarding a ********* Account that she does not have. For resolution, Ms. ******* requests no further contact.
  
  Our records indicate that we have no ********* Account on file in Ms. *******’s name.
  
  
  As for Ms. *******’s requested resolution, the phone number provided in her complaint has been permanently removed from our system.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, ********* Accounts are issued by *** **** ** ******** and serviced by Genesis FS Card Services, Inc. on their behalf.
  

• Initial Complaint

  06/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a credit card with ******* Card Services/Genesis FS. They charge an annual enrollment of $76.55 which I paid immediately on May 20, 2021. It is now June 1, and the payment has not been posted or made available to me. They state it takes 14 days for payments to be posted. I advised I would like to close my account due to how it take 2 weeks for funds to be available after you have made payment and requested a refund of the annual fee. It has not even been 30 days since the account was opened. They refused to refund the fee. This is the first time I have experienced a credit card company that handles payments in this way.

  Business response

  06/11/2021

  Please see the attached document which contains our response.

   

  Thank you,

  Genesis FS Card Services

  RE:          Ms. ***** *******
  ******* ********** Account ending in ****
  Case # ********
  
  
  Dear Better Business Bureau,
  
  This letter is in response to your inquiry dated June 1, 2021, regarding a complaint filed with your office by the above referenced consumer. In her complaint, Ms. ******* stated that she submitted a payment in the amount of $76.55 on May 20, 2021 that has still not been applied to her Account. Ms. ******* also stated that she was informed that the Annual Fee could not be removed from the Account. For Resolution, Ms. ******* requests the Annual Fee be refunded.
  
  Our records indicate:
  On March 11, 2021, an Annual Fee in the amount of $75.00 was applied to Ms. *******’s Account in accordance with the Cardholder Agreement.  
  On April 26, 2021, an interest charge in the amount of $1.55 was applied to Ms. *******’s Account in accordance with the Cardholder Agreement.
  On May 20, 2021, Ms. ******* submitted a payment in the amount of $76.55. At this time, a 14-day Available Credit Hold was placed on Ms. *******’s Account in accordance with the Cardholder Agreement.
  On May 26, 2021, a transaction in the amount of $120.70 was applied to Ms. *******’s Account.
  On June 1, 2021, Ms. ******* spoke with a Customer Service Representative as well as an Account Manager. Ms. ******* was informed that her payment was posted to her Account according to when it was received and that the 14-day Available Credit Hold was in place to ensure the payment made was in good funds. Ms. ******* requested to close the Account and for the Annual Fee to be refunded. As the available credit on the Account had been utilized, Ms. ******* was informed that the Annual Fee could not be credited.
  
  As for Ms. *******’s requested resolution, the Annual Fee was billed in accordance with the Cardholder Agreement and cannot be refunded. Her Account was closed on June 1, 2021, per her request, and currently reflects a $0.00 balance.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-844-222-5695.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services  
  
  Please note, Ms. *******’s Account was issued by ***** ********** **** and serviced by Genesis FS Card Services, Inc. on their behalf.

• Initial Complaint

  05/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** is reporting inaccurate information on my credit file. They are claiming that I was late 8/20 3/20 and 3/21 for an unpaid balance. I have never been late! I have requested physical verification of the originally signed contract showing my personal information and any other documentary proof ****** has in their files to verify that I was late with this debt but they continue to refuse to send me this proof. I strongly believe that this company is purposely refusing to provide me and the Three Credit Bureaus with the documentation they have in their files because they know for a fact that the information that they have on me is incorrect . THEY ARE TRYING TO COLLECT A DEBT FROM ME THEY KNOW I AM NOT LIABLE FOR, THEY ARE WITHHOLDING INFORMATION FROM ME ON PURPOSE SO THAT THEY WON'T HAVE TO REMOVE THIS FROM MY CREDIT REPORT.. it’s showing late payments now! Remove off

  Business response

  06/10/2021

  Please see the attached documents that contain our response. 

   

  Thank you, 

  Genesis-FS Card Services

  RE:          Ms. ***** ****
                  ****** Platinum **********® Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated May 31, 2021, regarding a complaint filed with your office by the above referenced consumer.  In her complaint, Ms. **** is disputing the delinquencies reporting to her credit file. Additionally, Ms. **** states she has requested a debt validation; however, has not received the documents. For resolution, Ms. **** requests that all delinquencies be removed from her credit reporting.
  
  Our records indicate:
  On March 23, 2020, Ms. **** made a payment for $170.27 and on March 30, 2020, that payment returned for the reason of insufficient funds. 
  On April 10, 2020, Ms. **** made a payment of $28.36.
  On April 24, 2020, Ms. **** made a payment of $80.00.  On May 1, 2020, the payment was returned for the reason of insufficient funds.
  On May 8, 2020, Ms. **** made a payment of $11.04 on her Account.  On May 23, 2020, MS. **** made a payment of $211.04 on the Account.
  On July 25, 2020, Ms. **** made a payment of $45.59 on her Account.  On July 29, 2020, the payment returned for the reason of the Account being a non-transactional Account.
  On August 28, 2020, Ms. **** made a payment of $199. 36.
  Since June of 2020, Ms. **** as requested four Goodwill Adjustments to her credit reporting.  The requests have acknowledged that the late payments have occurred and have asked for updates due to financial hardship.  Each time she was informed that the late payments being reported to her Account are accurate and therefore we cannot make any adjustments to the Credit Bureau Reports.  Ms. ****’s Account is not being reported delinquent for March 2021.
  
  
  As for Ms. ****’s requested resolution, we are required by the credit reporting agencies to report both positive and negative information, as to not undermine the integrity of the credit reporting system, therefore, we are unable to remove the tradeline from her credit file, as we have determined the information reported to be accurate. Additionally, we have attached the statements reflecting the above information to this response.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Ms. ****’s Account was issued by ****** **** and serviced by Genesis FS Card Services, Inc. on their behalf.
  
  
  
  
  
  
  
  

• Initial Complaint

  05/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Genesis Card Services(******* Credit Card). April 14, 2021 Wednesday morning I got a call from their company saying I’m behind a payment. I said “can I pay Next Friday(23rd), I just don’t want my account or credit affected”. The lady says that’s fine, before the 23rd came. Got a email that they flagged my account!!! And because of that, I lost 42 points on my credit. Called them and ask why that happens, their response was because I didn’t pay by the April 21st. The lady that called me on April 14, should’ve told me that the 23rd is not fine and that my account would be flagged. Or atleast said she didn’t know and transferred me to someone else. But because she gave me misinformation I had to file a dispute. Which I did, and they still didn’t fix my issue seeing THEIR REPRESENTATIVE that called me gave me MISINFORMATION... When I clearly told her I don’t want anything done to my account or credit. She gave me information, which caused a negative action against me!!!! That’s ENTRAPMENT!

  Business response

  06/08/2021

  Please see the attached document which contains our response.

   

  Thank you, 

  Genesis FS Card Services 

  
  RE:          Mr. ****** *******
  *******® **********® Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated May 29, 2021, regarding a complaint filed with your office by the above referenced consumer. In his complaint, Mr. ******* stated that he spoke to a Customer Service Representative on April 14, 2021 who told him that if he made a payment by April 23, 2021, he would not be reported as delinquent. For resolution, Mr. ******* requests that the delinquent credit bureau reporting be removed.
  
  Our records indicate:
  
  On April 14, 2021, a Customer Service Representative contacted Mr. *******. During this phone call, Mr. ******* stated that he was unable to make a payment until April 23, 2021. The representative offered to schedule the payment for April 23, 2021 but Mr. ******* declined. There was no mention of credit bureau reporting during this phone call.
  On April 22, 2021, Mr. ******* contact our Customer Service Department. Per his request, a Credit Bureau Dispute initiated.
  On May 19, 2021, the Credit Bureau Dispute was completed and a letter was sent to Mr. ******* to inform him that his dispute was denied.
  On May 29, 2021, Mr. ******* contacted our Customer Service Department about his Credit Bureau Dispute being denied. He was advised that the call from April 14, 2021 would be reviewed again, per his request.
  On June 1, 2021, a second call review was completed. It was confirmed that there was no mention of credit bureau reporting during this phone call.
  
  As for Mr. ******* requested resolution, we are unable to remove the delinquent reporting as the credit reporting agencies prohibit selective reporting of credit information and only permit information to be removed or updated if it is inaccurate or incomplete.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-844-222-5695.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Mr. *******’s Account was issued by ***** ********** **** and serviced by Genesis FS Card Services, Inc. on their behalf.
  

• Initial Complaint

  05/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Genesis is not a company that works with you I have called them a number of times and when I did leave messages they would not call me Finally they call me back after leaving a number of messages on answering machines I'm making a complaint because I asked them to work with me on the payments I am on social security disability I don't want to not pick the payments I want to work with me on payments. The Customer Service people are very Rude. They keep calling me and Harassing me to send in a payment and I told the I have Depression and anxiety and I can't take them calling me asking for payment. They wanted to change my payments from 90.00 to 145.00 I told them I can't do it. Now they say I have to make a payment 290.00 on June 4. I did send them 100.00 5-6 and on 5-12 ***** ****** had money left over from the loan of 54.00 and sent it to genesis so I don't I should be charged a late payment or pay them 290.00 on June 4. I hope you can help me. I am doing the best I can.

  Business response

  06/07/2021

  Please see the attached document which contains our response.

   

  Thank you,
  Genesis FS Card Services

  RE:         Ms. ******* ******
  ***** ****** Account ending in ****
  Case # ********
  
  
  Dear Better Business Bureau,
  
  This letter is in response to your inquiry dated May 29, 2021, regarding a complaint filed with your office by the above referenced consumer. In her complaint, Ms. ****** stated that she is unable to make the Monthly Minimum Payment on her Account but her requests for assistance with her payments have been denied. For Resolution, Ms. ****** requests a billing adjustment.   
  
  Our records indicate:
  On February 3, 2021, a purchase in the amount of $1,804.00 was billed to Ms. ******’s Account. At this time, the Account was set to a fixed Monthly Minimum Payment of $90.00 per the balance on the Account.
  On February 24, 2021, a purchase in the amount of $743.00 was billed to Ms. ******’s Account. At this time, the Account was set to a new fixed Monthly Minimum Payment of $145.00 per the balance on the Account.
  On April 12, 2021, Ms. ****** spoke with an Account Manager. Ms. ****** inquired about the increase on the monthly minimum payment on the Account. She was informed that the minimum payment increased from $90.00 to $145.00 due to the second purchase that increased the balance. Ms. ****** was also informed that the amount of interest charged increased due to the overall balance increase as well.
  On May 6, 2021, Ms. ****** spoke with an Account Manager. Ms ****** was informed that neither her interest rate nor her Monthly Minimum Payment could be decreased as they were billing accordance with the Accountholder Agreement.  
  On May 12, 2021, a refund from ***** ****** in the amount of $54.00 was credited to Ms. ******’s Account. This refund did not reduce the balance enough to decrease the Monthly Minimum Payment.
  On May 13, 2021, Ms. ****** spoke with a Customer Resolution Specialist. Ms ****** was  again informed that neither her interest rate nor her Monthly Minimum Payment could be decreased as they were billing accordance with the Accountholder Agreement. 
  On June 4, 2021, Ms. ****** made a payment in the amount of $145.00.
  
  As for Ms. ******’s requested resolution, we were unable to lower the Monthly Minimum Payment on the Account. Due to the balance on the Account, the payment will reflect as the fixed payment amount of $145.00 plus the greater of the past due or overlimit amount. For further inquiries regarding the Monthly Minimum Payment calculation, Ms. ****** should refer to her Accountholder Agreement.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-293-1661.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services  
  
  Please note, Ms. ******’s Account was issued by *** **** ** ******** and serviced by Genesis FS Card Services, Inc. on their behalf.

  Customer response

  06/08/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In reference to my CB/Indigo CC ending in ****. I was late with one payment ( November 2020) due to my reduction in hours at work due to the covid-19 pandemic, other than that my payments have been on time with no issues. I am asking for a goodwill adjustment one time to remove the late payment and I am being given the run around. I am a mother of 3 young children and I am trying to apply for a mortgage to buy a home for my family and this late payment has been a big hurdle. CB/Indigo does not try to work with it's clients when they have a hardship and leave them hanging. This pandemic has hurt a lot of people and I thought you would understand but it seems like you do not care about individuals hardships. My other cc company saw the same situation and they understood and made the adjustment om my credit bureau. Can I have a goodwill adjustment removal for this one payment.

  Business response

  06/07/2021

  Please see the attached document which contains our response.

   

  Thank you,
  Genesis FS Card Services 

  June 7, 2021
  
  Better Business Bureau
  12639 W Explorer Dr, Ste 200
  Boise, ID 83713
  
  RE:         Ms. ****** ******
                 Indigo Platinum *********** Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated May 29, 2021, regarding a complaint filed with your office by the above referenced consumer.  In her complaint, Ms. ****** stated that she had a late payment on her Account in November 2020 that resulted in a delinquency being reported to her credit bureau report. For resolution, Ms. ****** requests that the delinquency be removed from her credit bureau report as a Goodwill Adjustment by us.
  
  As for Ms. ******’s requested resolution, we are required by the credit reporting agencies to report both positive and negative information, as to not undermine the integrity of the credit reporting system, therefore, we are unable to remove the delinquency reporting from her credit file, as we have determined the information reported to be accurate.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Mr. ******’s Account was issued by ****** **** and serviced by Genesis FS Card Services, Inc. on their behalf.

  *****All supporting documents redacted by BBB*****

  Customer response

  06/07/2021

  
  Complaint: ********
  
  I am rejecting this response because: Genesis does not seem to care about their customers. My other credit card company can do a goodwill adjustment, so I do not understand why the same cannot be done if all my other payments have been on time. I will be closing my card with you and will not do anymore business with Genesis/Indigo card services. Alot of us were hit hard by the pandemic and you do not seem to care to help. I see why this company have the poor reviews. My services with this company are now terminated effective tomorrow.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company kept re routing me to some promotional website and upon me repeatedly saying I don’t want it they signed me up anyways. The representative asked me all my personal information and told me it was so that he could get me to the right department then after giving my card number and three digits on the back he disconnected the call. Every time I call back they don’t say anything when they pick up. I was mislead into thinking the person was getting info to help me when actually he was just signing me up for the promotion I did NOT want.

  Business response

  06/07/2021

  Please see the attached document which contains our response.

   

  Thank you,

  Genesis FS Card Services 

  RE:          Ms. ***** ****
                  ******® Platinum **********® Account Ending In ****
  Case # ********
  
  Dear Better Business Bureau:
  
  This letter is in response to your inquiry dated May 28, 2021, regarding a complaint filed with your office by the above referenced consumer.  In her complaint, Ms. **** stated that she provided her card number to a representative whom she though was assisting her and was signed up for a promotion that she did not want. For resolution, Ms. **** requests that she be contacted.
  
  As for Ms. ****’s requested resolution, she spoke with a Customer Service Representative on May 28, 2021 and informed us that her Account may have been compromised. She was advised that there were no recent transactions and per her request, a new card, including a new Account number, was sent to the address on file for her Account. Please allow up to three weeks for the card to be delivered.
  
  We hope this resolves this matter, but if you or the consumer has additional questions or concerns, please contact us at 1-866-946-9545.  Our customer service hours are from 6am to 6pm, Pacific Time, seven days a week.
  
  Sincerely,
  Genesis FS Card Services
  
  Please note, Ms. ****’s Account was issued by ****** **** and serviced by Genesis FS Card Services, Inc. on their behalf.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩