Complaint Review: Household Bank - HSBC - Orchard Bank

My payment was due on June 5. When I went to make an online payment on June 4, a box kept popping up saying that I needed to make a rush payment or I would be late. I double checked all information, including the schedule listed by the company which outlined when online payments would be received and I was in compliance. I opted not to make this "rush payment" and continued as normal. Needless-to-say, when I checked the status of my payment the next day, I had been assessed a $35 late fee.

When I called to complain to the company, a customer service representative said that I was late and there was nothing she could do. According to her records, my payment was due on June 5. I said to her, "I made my payment on June 4!". She became silent and stammered a bit after realizing that my payment indeed had been submitted the day before. She then continued that the company advises customers to make their payments three or four days in advance if paying online. I said that this was outrageous and I wanted to speak to a supervisor. I was put on hold for thirty minutes.

I attempted several times throughout the day to contact someone and my calls were never answered.

I have begun email correspondence with this company and I have been given the same information. Not only that, the due date for my payment has now changed from June 5 to June 4.

Sheree
ypsilanti, Michigan
U.S.A.