Complaint Review: Circuit City - Richmond Virginia

Circuit City is now charging a $14.95 "Expedited Payment" fee to pay your bill online -- unless you pay it FIVE days BEFORE the DUE date. My email exchange with Circuit City (and Chase, their credit card vendor) is below.

By the way, CC and Chase DID NOT provide a written notification to its custromers about this change, claiming it wasn't a "prerequisite" to do so. I recommend you avoid Circuit City and Chase -- they clearly don't understand customer service, or public relations.

ORIGINAL MESSAGE TO CIRCUIT CITY:

Today is March 2nd and I went online to pay my circuit City credit card bill, which is due tomorrow, March 3rd.

As I went to make my payment, I am confronted with a notice that I must pay a $14.95 "Expedited Payment" fee, unless I pay the bill at least FIVE days ahead of time (in this case, prior to Feb 28th). When I called Chase Card Services (your financial vendor for your credit cards), I was told I can make a payment at a CC store, but that it must be TWO days before the due date, or I will be hit with a $39 late fee.

Clearly, your "due" date is -- frankly -- a fraud. I have credit cards with a number of retailers, but your's is the only one that has imposed these kinds of incredible and misleading payment conditions.

Because of this, I have decided that I will be closing my account, and taking all of my business elsewhere. In addition, (you should know that I am a journalist), I decided to pursue this with both the NYS Consumer Protection Board, and the NYS Attorney General.

In an age when there is so much competition for retail dollars (Best Buy, CompUSA, Tiger Direct, NewEgg, etc.), it is beyond me as to why you would put such a "consumer unfriendly" policy in place.

Sincerely,

(signed)

CIRCUIT CITY'S RESPONSE:

On 3/8/06, Circuit City Cards wrote:

Thank you for contacting us regarding your Circuit City(R)(Rewards/Rewards Plus) Card account issued by Chase Manhattan Bank USA, N.A. (Chase).

We empathize with your concern and certainly wish to retain you as a customer.

The benefits to consider are that this enhancement allows for convenience. When used effectively, it may help avoid late fees and eliminate the potential for missing

payments or delayed posting time that can be associated with in-store or mail methods.

The expedited payment fee of $14.95 has been in effect since 1/26/06.

This is an internal processing fee, which is subject to change without notice. It is not in conjunction with a change to your credit card agreement, therefore written notification of this enhancement was not a prerequisite to making the change.

Customer Service is our number one priority. If we can be of further assistance, please contact our Card Services Department at 1-800-477-6761, or visit our web site at www.cardaccountservice.com.

Card Services hours of operation are Monday through Friday, 10:00 a.m. to 9:00 p.m., ET. and Saturdays 10:00 a.m. to 6:00 p.m., ET.

AND MY FOLLOW-UP RESPONSE:

Wow... this has to be the most unbelievable response I've ever seen. An "enhancement"? -- and a change in terms that doesn't carry a "prerequisite" of written notification? Even the Bush Administration isn't this creative.

Has anybody at Chase heard of good customer service or positive public relations?

Bottom line -- I will be paying off my Circuit City card in full next week... and canceling my account. Your "enhancement" just cost both Circuit City and Chase a customer.

Now, was that really worth $14.95?

Sincerely,

(signed)

Bry

Albany, New York
U.S.A.