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I opened this account in 2018 and as with every other credit card I placed this on auto pay. I never look at the statements as I trust NFM to just draft whatever I owe.
Today, Feb 4,2020 I received a text message on my cell phone that stated I was past due. I initially thought it was a mistake considering im on auto pay and the payments appear to be drafting just fine. I called into customer service where I was treated like I did something wrong. I was told that my balance changed in April of 2019 and it has only been drafting based on my original balance.
This is shocking news to me! I go on to explain that it was my understanding that it drafts for whatever the bill is due for, I was told if you make a purchase you have to go in and somehow change the auto pay. I have SEVERAL credit cards as well as bank loans and I have never heard of this! I was told I should have looked at my bill that "we provided" ok...I admittedly do not and THATS WHY im on auto pay to begin with.
So that I do not have to comb through the bills and so regardless of the amount it gets paid. I was then told well you've been past due since last June of 2019, I then asked about the 15.00 late fees and was told they would only remove $5.00. I asked for a manager and another CSR (Crystal) who clearly is not a manager gets on the line and I explain this very logical point to her and she says the same, I will remove 5.00...i have the ability to remove them all however its been past due since June. PLEASE BE REMINDED that I have not missed a payment, that it is still drafting but apparently not the extra $5.00 ( i was behind 27.00 by the way).
I was sure to ask Crystal again just to be sure that this company was going to not reverse 15.00 based on a clear and unorthodox issue, she advised me again. I got off the phone, went online and paid the 27.00and contacted NFM AGAIN (by chat this time...where I encountered Crystal the CSR) and asked how I cancel my account and also for the corporate address to write to about such a terrible experience. I will never patronize NFM again and just so happens that I am apart of a huge social group who will also be hearing about this terrible experience.
I asked repeatedly "does this make sense", apparently when you set up auto pay and YOU PAY...8 months later you will be informed that you're past due when I had no clue about. Shame on you!
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
Location: 1601 Village O Dr, Maryville, MO 64468