Complaint Review: GE Capital / LensCrafters - Las Vegas Nevada

I opened an account with GE Capital through LensCrafters in 2005. I did not receive a bill EVER! I called for nearly 3 months requesting one. During each one of these calls they verified my address, and each time they had my street number off by ONE number (7405 or 7504 instead of 7404) - and EACH time we corrected it and they said they resent a statement that never arrived. Finally, I just paid over the phone (including the processing fee they would not waive), with the statement still sight-unseen to prevent the account from reported as delinquent (they did waive ONE of the three late fees). I requested this account closed.

Fast-forward to 2007, annual family trip to LensCrafters for glasses and contacts. They offered to charge to our account, to which I gave a passionate NO!

Beginning January 2008 I started receiving collection calls from GE Capital. At first they would not provide any information over the phone, after multiple harassing collections calls a day for weeks I finally was able to learn that it was for my CLOSED GE Capital account with LensCrafters. Since I paid cash, and thankfully had receipts, for the amount the insurance didn't cover this was very alarming. I had NEVER received any statement (apparently there is some grace period where we don't have to pay which is why it took them so long to start calling me).

After months of requesting statements which never came, I asked what I needed to do to get a copy of what this charge was for. They said we could open a fraud investigation, so I asked them to do that. They would not even provide to me my account number, which I obviously did NOT have because I had never gotten any statements. The rep told me to destroy my card, I did not even realize there was a physical credit card attached to this account which I, of course, never received.

After 2 weeks the fraud department still had not contacted me. I continued to call, and still no statements came. Each time I would verify our address, which inexplicably kept changing in our records from call to call. Whenever I would ask to speak to a supervisor, without fail the call was dropped. Mail sent to the correspondence address they provided was returned as undeliverable, and oftentimes the numbers for other departments (such as fraud and lost/stolen cards) was incorrect or just rang with no answer.

The reps are often times discourteous, rude and disrespectful, have a thick Indian accent and if you ask them to repeat what they said or read back the information they provided to you they act as if you are insulting them. Very difficult because they only act like they don't understand what I said when I was asking for resolution on my account, but not when they are demanding payment and threatening "further action" on the "delinquent" account.

This morning I, once again, paid this account off without ever seeing a statement! They refused to give me the account number over the phone for security reasons, and refused to fax a copy of the statement that still has not come in the mail. The rep even commented on my poor mail service, and I pointed out that ALL of my other mail arrives safely and on time. They did waive the late fees, after nearly an hour on the phone haggling. It came down to find a way to fax it and then get a LIVE person from the fraud department on the phone, or waive the fees and close this account. I still had to pay the financing fees.

BTW at the end of the conversation he told me that because my account was not in good standing they couldn't close it and suggested my calling back and freezing it on Monday since I had misplaced my card (which I was very clear had never arrived in the mail). I had been told two months ago it was frozen, when we made the initial request for the fraud department to investigate it and provide copies of the original charges (since I have NO idea what these charges are even for or how they came to be on my account). I am very concerned about how this effects my credit.

This company is a nightmare!!!

Anon

Las Vegas, Nevada

U.S.A.

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