Cathay Pacific Credit Card Nightmare

[Anonymous]

Hi, this community is very helpful. I was wondering if anyone had this problem before. I have a Cathay Pacific Signature Card. My daughter is who an authorized user lost her wallet and I reported it to Cathay Pacific Customer Service. They sent out a replacement card for her and they also sent me one. I tried to activate her card and I was informed that the account was closed. I asked why, they said it was because MY card was returned to the bank. 

I asked why my account was blank, i.e., no balance info, completely blank. They said it was completely closed. I then asked them how am I supposed to pay my bill when there is no information online when I logged in and everything was zeroed out? I was told to then reapply. I said that was ridiculous as I need to pay my bill and that would cause me problems with late payments, etc. and on top of that I can't do anything online with a zeroed out account information.

They then said that because my card was returned there was nothing they could do.  I kept asking the CS what should I do then. He then said did I want a replacement card? I said of course so he said he was going to send a new card out and then I would have to re-register. I'm not sure if I believe it because as they said earlier my account was closed. 

My question is this to anyone who might be able to help. Is this normal with credit card companies? Close out the account and zero out the balances so you can't pay the bill? 

I'm freaking out because I don't want to have to deal with not paying my bill. 

Thank you in advance for any enlightenment with answers. 

[thornback]

No. That's not typical and good gosh what a freaking headache. I'd call back tomorrow and escalate to a supervisor. I'd also send the minimum payment (since you don't know your balance) by mail. Include your full acct # for the "closed" account. Or, you can try to push the payment to them through your bank's online bill pay service, if avail. Figure out how to at least pay the minimum asap just to cover yourself. But definitely escalate up the chain tomorrow. Perhaps someone with a similar experience will post with additional (and hopefully more helpful) advice. Sorry you're dealing with this.

[Jnbmom]

Sorry about what you are going through this

Now since you mention a payment , I assume you have a balance with them and their reps state your account is closed and shows no balance? I would call back until I got someone who understands the problem and fixes it, you might have to talk to ten morons before you get someone to help.

Good luck

[CreditInspired]

Hi Op

I wholly agree with Thornback—pay the minimum due and escalate this.

Also, is there a branch near you? I think talking to a branch manager face-to-face will resolve this craziness much faster.

[Anonymous]

I think this was just a case of slight miss communication with the customer service rep. What Synchrony does with some of their cards is when you lose your card or fraud happens they close your account (not just the card) and issue you a new card AND account. Once you get the new card you register it and everything is back to normal....sort of..It sucks because it appears as new account on your credit report.

Discussed a bit here:

https://ficoforums.myfico.com/t5/Credit-Cards/Synch-PayPal-2-Fraud-Acct-Closure/m-p/5639957

[Anonymous]

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@thornback wrote:
No. That's not typical and good gosh what a freaking headache. I'd call back tomorrow and escalate to a supervisor. I'd also send the minimum payment (since you don't know your balance) by mail. Include your full acct # for the "closed" account. Or, you can try to push the payment to them through your bank's online bill pay service, if avail. Figure out how to at least pay the minimum asap just to cover yourself. But definitely escalate up the chain tomorrow. Perhaps someone with a similar experience will post with additional (and hopefully more helpful) advice. Sorry you're dealing with this.

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Thanks. I did try to push a payment through but it's greyed out. I called again and they said to just wait until I get a new card. I'm probably overreacting but I can't stand not making my payments. 

[Anonymous]

Yes, I have called, messaged and will keep calling. I'm stressed out. 

[Anonymous]

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@CreditInspired wrote:
Hi Op

I wholly agree with Thornback—pay the minimum due and escalate this.

Also, is there a branch near you? I think talking to a branch manager face-to-face will resolve this craziness much faster.

---

No branch where I live. What a nightmare. 

[Anonymous]

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@Jnbmom wrote:

Sorry about what you are going through this

Now since you mention a payment , I assume you have a balance with them and their reps state your account is closed and shows no balance? I would call back until I got someone who understands the problem and fixes it, you might have to talk to ten morons before you get someone to help.

Good luck

---

Thanks. Yes, I always have a balance even though I push payments through to near the full balance everymonth but since my daughter is abroad at university in Europe she constantly used the card everyday in Europe as this card and Capital One don't have FTF so it's a great card. 

[CreditInspired]

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@Anonymous wrote:

I think this was just a case of slight miss communication with the customer service rep. What Synchrony does with some of their cards is when you lose your card or fraud happens they close your account (not just the card) and issue you a new card AND account. Once you get the new card you register it and everything is back to normal....sort of..It sucks because it appears as new account on your credit report.

Discussed a bit here:

https://ficoforums.myfico.com/t5/Credit-Cards/Synch-PayPal-2-Fraud-Acct-Closure/m-p/5639957

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Thanks Morpho. This makes sense.