Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive never had such a difficult time making credit card payments anywhere, ever. This has happened SEVERAL times with this credit card. I make electronic payments through my bank to send to credit card company, but its supposed to be delivered by regular first-class mail. When I call to ask why payment hasn't posted yet, eZCard has history of saying theyve not received payment via mail, then charging a late fee ($25) if my payment is not received by its due date (when payment was sent at least two weeks before due date). Then suddenly they receive the payment after I cancel the check, then they hit me with another fee because check is no good. Thats bogus that its even MY FAULT they dont get their mail. Ive been making online bill payments since online billing came out. Im old enough that I can figure out when to get payment in on time. So my last payment was sent on MAY 1st, 2024, from my checking account to eZCard, a $250.00 payment. Still hasnt posted to the credit card. Im sick of calling their customer service line, because I get absolutely nowhere. Everywhere else in the ************* Ive sent mail to receives it. This credit card and their system of receiving payments is such a scam for charging fees. Im so done with their c*** I want any late charges reversed and money refunded that I got charged late fee for. Ive checked with my banks that Ive used its not the banks fault. Theyve always sent my payments when theyre supposed to. Thanks for any assistance you can provide with this.

  Business Response

  Date: 06/24/2024

  Hello, This individual isn't one of our credit union members and doesn't show in our records.

  We have no one listed with this name or with this address or phone number.  We are a credit union that does use ezcardinfo which all credit union's use this third party company for individuals to review their credit card activity or set up payments through there bank.  I do know that other banks or credit union's that have **** activity do receive payments through the same PO Box also.  This is a general PO box for all **** credit card holders in the area of Ilinois.

   

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21834132
  
  I am rejecting this response because:
  

  Ive been with my credit union for decades, Northwest Municipal Federal Credit Union, Des Plaines, IL. But my problem isnt with the credit union. The problem is eZCard and them not getting my payments. 
  

  I've used two different banks (changed banks) and neither have ever had problems with any other vendor Ive made online payments to. I can prove it with my credit record. Im 99% on time making bill payments for years and years. Why is eZCard not receiving my payments? I have two missing payments right now and its far from the first time its happened. And eZCard is hammering me again with late charges. I make payments two to three weeks in advance of the due date because this happens all the time. Every payment is a crapshoot, wondering if its going to be processed in time of the due date. **************** there is zero help. Again, its not the credit union. Im happy with my credit union. Its eZCard thats the issue. Why arent my payments being received there? Is it sitting on someones desk and not getting processed? This isnt right and needs to be addressed and fixed.

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2024

  We are rejecting this again since this isn't our member and we aren't Norhtwest Municipal Federal Credit Union as you see here.  We are CBI Federal Credit Union and only serve employees of ************** and Iron which mean we aren't an open to the public credit union.  This individual needs to call her credit union directly or visit their local branch to get this resolved.  All credit unions or anyone who uses **** to make payments uses this service to make **** payments through a third party- EZCard info.  She isnt' one of our members and I would request that this compliant be removed from our file.  Thank you.

  Customer Answer

  Date: 07/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  THEY ARE NOT THE CORRECT BUSINESS IM HAVING ISSUES WITH. This was explained in a prior email.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/30/2024

  We are a small Municipal ******************** that provides financial services to employees of the Cities of *********** and **********;  Police, Fire, Public Works, Library, ************* and all of their municipal employees. In addition to encouraging savings and thrift, we provide various loan products as well. Since we are a small financial institution, we partner with Envisant (formerly ********************* League) as our vendor to process our **** Platinum Credit Card product. Through Envisant, ****** is contracted to administer the billing, payment processing and dispute resolutions of our credit card product. When our member initiated the dispute and issues with her misapplied payments to our office, we have worked diligently via Envisant and EzCard to resolve this issue. Envisant/****** did take a long time to resolve and settle this issue. Our office kept in constant communication with our member via phone calls and emails of all status updates. We were in contact with Envisant/EzCard every few days until this issue was ultimately resolved. We have a great relationship with this member and have addressed and resolved all of her issues with her misapplied payments. All late fees have been refunded and credit bureau has been updated accordingly. Our member has expressed gratitude and has been very thankful to our office staff with resolving this issue. Unfortunately, the timeliness of her payments getting processed by the vendor is either a **** delay issue OR the vendor not processing payments successfully. We continue to strive to keep our members satisfied while restoring faith in any issues that *** arise.