Personal Finance

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My son lives in a city several hundred miles away. He recently lost his wallet which contained his visa buxx card. I immediately set about having it replaced using their ‘express replacement’ option.

Because my son lives far away, I asked to have the fedex sent to his address rather than mine. This is an extra fee I was comfortable with: $20. In order to send the card to a different place I was told to send a fax including my signature, his address, my home phone number and the last four digits of my social. I did so on a wednesday night. I was told the card would arrive in “two to three business days”.

On thursday I called and asked for a tracking number. The customer service rep. said that it sometimes takes a day to get the tracking number and that I would have to call back on Friday.

I called on friday and was told that no fax had been received so they had send the replacement card to my home address using US mail. Oh, the said I could get the $20 refunded if I would like. I said, no, I want the card sent fedex to my son. They said I’d have to send a second fax and that I should request a “CALL BACK ON RECEPTION”. They indicated that I would get a call no more than 1 hour after reception.

I did not get the call.

I called them. They said that, yes, they had received the fax but that it had not included a copy of my photo ID or the credit card on file so they could not process the request. I asked why they had not called but, of course, the fax reception people are at a different location and they couldn’t answer the question. They said I’d have to send another fax.

I gave up.

I had them send me the card Fedex directly to my home; that would not require anything special (except the $20). I figured at least they could send it to me and I could send it to him.

Bottom line: don’t ask customer service for service. The only thing they seem capable of doing is apologizing.

Oh…. and don’t rely on VISA BUXX to help you in unusual circumstances. They are not in the VISA business, they are in the BUXX business. I wouldn’t so much mind that if they’d just deliver what they promise but they just don’t.

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Banking the Friendly Way Community America Credit Union

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