GE Corporate Specialist, Consumer Relations Response Letter To Me - AMAZING!

[Creditaddict]

I hope this works... Here is letter then I will make comments in just a couple locations!:

GE Capital Retail Bank

PO Box 965030

Orlando, FL 32896-5030

Member FDIC

June 4, 2012

RE: PayPal and Walmart Account (removed digits of account number, guess my original letter stated both)

Dear Mr. XXX - 

Your recent correspondence was forwarded to me for research and response. This

response is made on behalf of GE Capitol Retail Bonk, the provider for the above

referenced credit card account.

We appreciate the time you took to provide your input. We strive to learn from our

past experiences and your feedback is very important to us. Great customer service

and satisfaction are an integral part of our business. We understand your

disappointment and would like to keep you as a valued customer.

Federal Law requires us to consider your annual income (From all sources)* when prcoessing your request for a credit line increase.  For this reason require our customers to call in to speak with an associate when requesting a credit line increase.

GE Capitol Retail Bank's evaluation of on account is made utilizing a sound credit

scoring system. This system periodically generates a score, which is a result of point

values assigned to various items found on a consumer's credit bureau, which in our

experience, have been shown to predict the statistical probability that an account wil

be paid in accordance with its terms. If the score fails to meet certain criteria, the

request for credit may be declined.

On May 16, 2012 a letter was sent to you and would hove included further

information about the action taken. We regret any inconvenience our action may

hove caused you, but the action token on your account will remain as stated in our

original letter.

In response to your payment on your PayPal account, please be advised that

payments are applied against your outstanding balance immediately upon receipt.  However, because we allow time for your bank to process the payment, your account may not be available for immediate purchasing of that amount.

We are continually evaluating opportunities to improve our business and overall company in order to compete in an increasingly comptetitive marketplace.  As a result we will leverage our highly skilled and trained resoucres in India to meet ongoing service expectations from our clients and customers. with GE Capital Retail Servicing-lndia, we regularly review our customer service levels to ensure they match or exceed the standards set by our U.S. operations.

Should you have additional questions or concerns, please do not hesitate to contact my office in writing at the address listed above.

Sincerely,

Corporate Specialist, Consumer Relations

Okay... Couple thoughts:

1.Federal Law was in effect long before you changed from automated online Credit Line Increases but it's good that "at least how I read it" that they are following the law and that's why we now have to call and work through the automated system that works just PERFECT!

2.  "Periodically generates a score" Isnt that part of the issue that decisions on CLI are based sometimes on scores as far back as 90 days.

3. "Predict the statistical probability that an accout will be paid" - Isnt that why you shopped around a buyer for your entire "Store Card Division" a few years back and you were saddled by so many delinquencies and high balances that no one would touch the buy with a 10 foot pole!?

4.  "WE" and "My Bank to process payments" should never be in the same sentence to why I have payment holds!! I'm using bill pay and those funds have cleared my account before they even go to you!

5. "Highly Skilled and Trained Resources in India" Oh dear, again putting words into a sentence that should not be near the same page typed on.. Clearly you have never called your customer service line and received the India call center to talk about your credit card!!

Any ideas what I should type back!!!

Wonder if I will get another letter from Tonya next week or another Consumer Relations Rep when responding to my new round of letters that went out a couple weeks ago to 2 different GE Offices!!

[drkaje]

What was the issue?

I can't believe they'd go that far in response to a complaint about no CLI.

[Creditaddict]

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@drkaje wrote:

What was the issue?

I can't believe they'd go that far in response to a complaint about no CLI.

---

I can't find the first letter but found the 2nd one that I have not heard from... I assume it was pretty close to a lot of the posts I made then.

have to call in for cli, the automated system takes 5-10 minutes to just try to get around and if you hit wrong button you can't do anything until it talks again... then I did the phone system for CLI and it hangs up... then start all over again and try to get rep this time and it just takes forever and then you get conected with someone that doesn't seem to know what i am saying... they read long scripts... blah blah

talk to underwriter who basically has about 2 options they can do....

Computer automated decisions in a closet or something and again you get a rep that says they are underwriter but can't look at your credit... I don't understand why they are hired and why I can reach them for them to tell me yes Im credit person BUT I can't do anything because the computer system decisioned this... umm... isn't that the point of you, to review as a human not a computer!??

probably also included about the 10 times i got hung up on by the asia call center because they don't want to transfer you to Management because that usually lands you in US.

Then the more recent letter talks about the "Manager" who REFUSED to transfer me to underwriting, just saying "Im sorry sir, I can't do that and I can give you corporate address if you would like to write in.  I kept saying why would you refuse to transfer me, I would like the application manually reviewed and it's very well known that you can ask to be transfered... and he would just repeat Im sorry sir, I already told you their is nothing we can do for you... I felt very "Pretty Woman" at the clothing store being asked to leave... he just repeated and repeated... Finally I just said I don't know why you are being this way but I will finish walking my dog and go upstairs and get the number off my desk that puts me directly into credit and around you.... and he just basically said thank you for calling ge blah blah and hung up on me.... but the funny part is I then end up with the EXACT guy that had told the first rep i didn't need credit, I needed customer service... and you want to know why that confusion happened... it happened because the terrible english of the asia rep trying to communicate with the US credit guy.

Ironic that I suffer bad service even when Im not talking to the rep and that even within GE they don't get the right information and can't understand the rep and further deliver wrong information.

[drkaje]

That much attention to a customer service issue makes sense.

I don't have a GE card but it's sorta nice to know they'll respond on matters like that. Not getting the itch, either!

[android01]

Why in the world do you put yourself through this?  Is it really worth it?  Why do you continue to do business with them?  I understand the principals you are trying maintain with people who don't adhere to the same.  Give it up and let it go.  You don't have to do business them, and it seems to be causing more grief for you than it is worth.   Proving a "point" isn't necessarily worth the effort and frustration. 

[Creditaddict]

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@android01 wrote:

Why in the world do you put yourself through this?  Is it really worth it?  Why do you continue to do business with them?  I understand the principals you are trying maintain with people who don't adhere to the same.  Give it up and let it go.  You don't have to do business them, and it seems to be causing more grief for you than it is worth.   Proving a "point" isn't necessarily worth the effort and frustration. 

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HAHA, Very True sometimes!

Many times it's just a principle thing for me and it's fun.  If you saw my Facebook you wouldn't believe some of the companies I deal with outside Credit!

[linux007969]

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@Creditaddict wrote:

I hope this works... Here is letter then I will make comments in just a couple locations!:

GE Capital Retail Bank

PO Box 965030

Orlando, FL 32896-5030

Member FDIC

June 4, 2012

RE: PayPal and Walmart Account (removed digits of account number, guess my original letter stated both)

Dear Mr. XXX - 

Your recent correspondence was forwarded to me for research and response. This

response is made on behalf of GE Capitol Retail Bonk, the provider for the above

referenced credit card account.

We appreciate the time you took to provide your input. We strive to learn from our

past experiences and your feedback is very important to us. Great customer service

and satisfaction are an integral part of our business. We understand your

disappointment and would like to keep you as a valued customer.

Federal Law requires us to consider your annual income (From all sources)* when prcoessing your request for a credit line increase.  For this reason require our customers to call in to speak with an associate when requesting a credit line increase.

GE Capitol Retail Bank's evaluation of on account is made utilizing a sound credit

scoring system. This system periodically generates a score, which is a result of point

values assigned to various items found on a consumer's credit bureau, which in our

experience, have been shown to predict the statistical probability that an account wil

be paid in accordance with its terms. If the score fails to meet certain criteria, the

request for credit may be declined.

On May 16, 2012 a letter was sent to you and would hove included further

information about the action taken. We regret any inconvenience our action may

hove caused you, but the action token on your account will remain as stated in our

original letter.

In response to your payment on your PayPal account, please be advised that

payments are applied against your outstanding balance immediately upon receipt.  However, because we allow time for your bank to process the payment, your account may not be available for immediate purchasing of that amount.

We are continually evaluating opportunities to improve our business and overall company in order to compete in an increasingly comptetitive marketplace.  As a result we will leverage our highly skilled and trained resoucres in India to meet ongoing service expectations from our clients and customers. with GE Capital Retail Servicing-lndia, we regularly review our customer service levels to ensure they match or exceed the standards set by our U.S. operations.

Should you have additional questions or concerns, please do not hesitate to contact my office in writing at the address listed above.

Sincerely,

Corporate Specialist, Consumer Relations

Okay... Couple thoughts:

1.Federal Law was in effect long before you changed from automated online Credit Line Increases but it's good that "at least how I read it" that they are following the law and that's why we now have to call and work through the automated system that works just PERFECT!

2.  "Periodically generates a score" Isnt that part of the issue that decisions on CLI are based sometimes on scores as far back as 90 days.

3. "Predict the statistical probability that an accout will be paid" - Isnt that why you shopped around a buyer for your entire "Store Card Division" a few years back and you were saddled by so many delinquencies and high balances that no one would touch the buy with a 10 foot pole!?

4.  "WE" and "My Bank to process payments" should never be in the same sentence to why I have payment holds!! I'm using bill pay and those funds have cleared my account before they even go to you!

5. "Highly Skilled and Trained Resources in India" Oh dear, again putting words into a sentence that should not be near the same page typed on.. Clearly you have never called your customer service line and received the India call center to talk about your credit card!!

Any ideas what I should type back!!!

Wonder if I will get another letter from Tonya next week or another Consumer Relations Rep when responding to my new round of letters that went out a couple weeks ago to 2 different GE Offices!!

---

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I would like to know what part of them is in india? Every time I called the different phone numbers for my GE backed cards I have always gotten an Amercian Rep and was hardly on hold before i got a rep too i might ad! I mist be lucky.

[Booner72]

I totally agree with the first complaint about the online CLI thing.
It's a real pain.

I've never gotten an out of USA rep, either, so weird. Maybe they send people in your area code or zip code out or something. (ha ha).

[jwduke]

This is why I owe GEMB, NOTHING!!! I ONLY use their cards when I can do $XXX for XX months for 0% interest.