Complaint Review: HBSC - Orchard Bank

As a customer for over 3 years with HBSC/Orchard Bank I was a bit dismayed at what has transpired. HBSC was the only credit card I carried out of 5 which had an annual fee and a high apr so I made the decision to close my account in February 2007.

At that time, I called the customer service number and asked to have my account closed - I was told I was all set and that was that. unfortunately I received a May statement from HBSC stating an annual fee had been charged in the amount of $59.00. I called HBSC and was told they had no record of my request to close the account in February and they would credit my account the $59 fee and close the account.

I received a June statement saying I still owed the annual fee plus additional late fees and interest. I called again and was told, they were terribly sorry, the account would be closed and all fees and charges credited. I was also told to expect a letter to confirm the closure.

In July, I received yet another statement from HBSC, this time, the amount was up $156.63. I called again and was told there was no record of my previous conversations, the account was still open and I would need to pay $60.00 to have the matter settled. The customer service rep. said she could credit me the additional fees but not the annual fee. I had to pay $60.00 for an annual fee on an account I do not even own a card for.

The Rep. also told me that although she could credit the charges - aside from the annual fee - I could write a letter to try to get a refund of the annual fee after I paid it.

But, she did not think I would get my refund.
At least as of a phone call to check in today, my account is finally recorded as closed! what a ripoff!

Michelle
Bantam, Connecticut
U.S.A.