Eppicard

We have made attempts to contact [redacted] via email/phone. CH has been given contact information for assistance. We have pulled and reviewed calls pertaining to service issue.Thank you, [redacted] Cardholder Advocacy SpecialistCard Services, Center of Excellence###-###-####

Dear [redacted],
 
We received your complaint in regards to the denied dispute. We apologize for the inconvenience this has caused you. The claim remains denied. If you do have new information, we would be more than happy to review it. You are more than welcome to fax the information...

directly to me at ###-###-#### or you can attach them in an email and send them to [redacted].com . Looking forward to assisting you with your claim.
 
[redacted]
Cardholder Advocacy Specialist
 
Office #:###-###-####

Dear [redacted],
 
A credit of $603.05 was applied to your account on 10/16/2014 bringing the total credit issued to 1222.48. Thank you for allowing us the opportunity to assist you. If you have any further questions or concerns, please contact our offices at the number below so we may assist you.
 
Thank you,
[redacted]
Cardholder Advocacy Specialist
Tel :  ###-###-####
Fax:  ###-###-####

Dear [redacted],
 
We apologize for the inconvenience. A refund of $5.00 has been applied to your account on 10/07/2014.
 
Thank you for allowing us to assist you.
 
 
[redacted] Specialist

We have made multiple attempts to speak with thecardholder directly. We did however correspond with the cardholder via email.the fee has since been credited back to the cardholder's account, and ourdirect contact information provided in the event she requires additionalassistance.Thank you,[redacted]

We called and spoke with Ms. Kindred on 10/06/2014. We advised the cardholder the funds have been placed back into her account. The cardholder has been provided our direct contact information should she need out assistance going forward.
Thank you,
[redacted]

Dear [redacted], We apologize for the inconvenience and will provide feedback to the agents who handled the calls. The claim is currently open pending investigation. If the completed investigation paperwork or a letter outlining your claim details is received within 10 business days from the...

date of your initial call, and the investigation is not complete, a provisional credit may be issued to your card account on the 10th business day which is on 04/13/2015. You should receive your replacement card in two business days. We will complete our investigation within 45 days, unless the alleged error involves a point-of-sale transaction or a foreign transaction, in which case the investigation may take up to 90 days.We have attached the investigation paperwork to this Revdex.com response, please complete it and email it back to gdc.[redacted]@xerox.com or fax it to the number below.If you no longer want deposits going on card first, you will need to contact your local GEORGIA office to speak with someone about changing your payment method. Once you have confirmed direct deposit you can withdraw all the funds from the card then you can call back to have the account and card cancelled. Thank you,[redacted]Cardholder Advocacy Specialist Office #:###-###-####Fax #: ###-###-####

Dear Ms. [redacted],
We have been unable to reach you to discuss the progress of your case.  Please contact our offices by dialing the number on the back of your card for the most current information.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The response to my highly detailed complaint was extremely generic and lacked sufficient information.  The statement that my "claim remains denied" lacks any explanation or grounds for denial, nor is there at any point any confirmation in the response that my numerous attempts to provide the documents via mail (at significant cost of time and personal expense) were ever actually received.  This critical point is not addressed at all in the auto-reply response.  The response also failed to provide direct contact information of an escalation point (only a first name (no last name) provided, no direct contact information). 
I do not have any confidence that the offer to accept my documentation once more, this time via a fax number and a general [redacted] email, will prove any more effective than all my other attempts to send the documents and receive assistance and reimbursement. 
I am requesting that an actual senior official, with valid, direct contact information, replies to my complaint in writing and addresses the specific points in my complaint in detail.  Please help me with this, as I feel that this has been unacceptable and at this point borders on immortal to treat someone with a valid claim this way.  I fear that if I do not get fair treatment soon that I will have no recourse but to obtain legal representation and/or seek out media coverage to bring attention to this injustice.
I am reattaching further supporting background justifying my claim to this response.
Regards,
[redacted]

Dear [redacted],
 
We have reviewed your Revdex.com response and per your request, the case has been reopened for a secondary review.  You will be notified in writing regarding the outcome.  Please note, the secondary review process can take up to 30 days.
 
Thank you,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID [redacted].
The company did call me one time today and left a message that the amount in question has been credited to my account. I was not able to answer the call as I was working at the time.
Regards,
[redacted] [redacted]

We called and spoke with the cardholder on 03/06/2015.The cardholder advised she had additional information to provide from themerchant. We provided the cardholder our direct contact information, and arecurrently awaiting additional correspondence.Thank you,[redacted]

Dear [redacted],
 
We apologize for any inconvenience. Case remains denied, all the paperwork used to investigate the case has been mailed to your address on 09/16/2014. You should receive the documents in 7-10 days.
 
Thank you,
[redacted]
Cardholder Advocacy Specialist

Cardholder's fees have been credited. Issue has been resolved.[redacted]Card Services, Center of ExcellenceEppicard

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

We reached out to the cardholder via email, and have not received a reply. Once contact is made with Ms. [redacted] we will discuss her options for a replacement card with the correct name.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Good Afternoon,
We have spoken to Ms. [redacted] and apologized for her TX EPPICard experience.  Ms. [redacted] was provided our direct contact information for any additional assistance.
Thank you,
[redacted]

Dear [redacted],
Based on the new information you provided through the Revdex.com, your case was re-opened and was approved. A credit of $619.43 was applied to your account on 09/29/2014. Thank you for allowing us the opportunity to assist you. If you have any further questions or concerns, please contact our offices at the number below so we may assist you.
Thank you,
[redacted]
Cardholder Advocacy Specialist
Tel :  ###-###-####
Fax:  ###-###-####

Complaint: 10258023
I am rejecting this response because:
The...

money was refunded the same day that the business response was received.  I do not agree that the business tried contacting me on numerous occasions as I had not received a phone call until the day of the business response. Please have them provide a phone log that indicates that on numerous occasions I could not be reached. This is unacceptable that the business did not respond until after the complaint was received by them.  How do we ensure that this type of issue does not happen again for other consumers and how are the gaps going to be addressed as they do not have an escalation process in place.  
Regards,
Celeste [redacted]