Hi Gary, I've located your account and have reviewed the details and phone calls with management. It is correct that the debt management plan does not override promotional rate plans on included accounts. This was communicated during your intake, as well as on your creditor statements. Our counselor advised that he thought you had a promotional rate based on the low payment amount due, but at that time you felt that was not the case because you had not purchased anything recently and that the promotions had likely already expired. At no point did we convey verbally or in writing that we would investigate this on your behalf. The charges are for deferred interest, not fees. By including the accounts on the program, the APRs were suppressed to a lower amount when they adjusted. Feel free to contact me directly if you'd like to discuss this further: Thomas Nitzsche, VP of Public Relations - [email protected] - (404)490-2227
Hi Darrin, I'm sorry to hear of this as it does not reflect the experience we strive to provide all our clients. I'd like the opportunity to look into this further, so please contact me directly: [email protected]
Hi Sarah, thanks for your review! We are so happy to hear we helped you move in a positive direction. I've shared your comments about improving the account closure process, and management let me know that we are actively working to improve that as part of our new customer database system, launching next year. Thanks for working with us and extending us grace as we corrected the mistakes!
