Misinformation, misrepresentation of WFNNB - Watch ypur statements and DON'T GO PAPERLESS

I have had my Express card since November 2009.  I am a bookkeeper by profession and I am meticulous in paying my bills on time and mostly, in full.  Records of my credit card payments will show this.

Approximately 2-3 months ago, I chose to have paperless statements because I thought, it will be a good way to save paper and help the environment.   I always get emails from Express and assume that  just like any credit card company such as Amex or Chase Freedom, they (EXPRESS) will email me each month a notice that my statement is ready.  I never got any email from Express reminding me of such.  The only emails I  get form them are emails about Sales and other promotions.  

On June 28, a woman from the World Financial suddenly called me around 8:15 am to inform me that I have a past due balance and that I have skipped two statements.  She called to collect and wanted my bank information that instant.  I told her that I didn’t have my checkbook.  We got cut-off because I was on the Metro-North train and the phone signal was not good.  Immediately, when I got to work by 9 am, I called Express’ 1-800 number to resolve the matter. As expected, it was the World Financial customer representative who answered.  I complained about how choosing the paperless statement started the problem for me because I never received any email notice from them.  I requested for a waiver of the late fee since it was clearly not my fault.  I requested to speak to a manager and she directed me to a supervisor named Cynthia.  I spoke to Cynthia and she confirmed that the reason that I may not have gotten any email statement was because the email I should be expecting should come from World Financial.  I chose the paperless statement from Express.com so it never occurred to me that I should be watching out for an emailed statement reminder from a company other than Express.com.  She added that oftentimes, our Inbox may not recognize the World Financial’s email and would thus, get redirected to the trash box.  Her statement obviously stated that 1) this is not the first time this has happened to a customer and 2) that she acknowledged that it was not a mistake that a client (like me) could have intentionally done to avoid payment.  However, despite her admittance she still told me that it is company policy that only half of the most recent late fee can be waived.  In this case, it is half of $20.  


I had no choice in the matter.  It was clearly World Financial’s irresponsibility and they basically were just telling me to “Shut up and Pay up”.  If this were HSBC or Chase Freedom companies, they would have at least apologized, waived the late payment fee as long as I agree to settle the balance on the phone to show my honesty.  When I called that day to talk to the manager, I was ready to pay my Express balance and close my Express card.  I was very disappointed in the way my account was handled and the callousness of World Financial Network’s representatives and their one-way policy.  Cynthia directed me to yet another representative whom she said will take my payment.  There was a $10 phone payment fee that I was also willing to pay just to get the matter settled.  The customer representative told me that she can easily find the routing number of my bank account even if I don’t have my checkbook with me.  With this, I gave her the name of my bank and account number.  She put me on hold and came back saying that she found the routing number.  She got all the information and confirmed my payment.  Then she directed me to another representative to close my account.  The new representative also confirmed that my account has been closed.

Today, July 6, 2010,  I received a statement in the mail saying that I still have not paid my balance of  $134.81.  Immediately, around 7:35 pm,  I called the Express number in the credit card, the voice mail confirmed that I paid the amount of $134.81 on 6/28/10 but I still had a balance of $134.81.  I spoke to a customer representative who told me that my payment returned since I didn’t give the correct routing number.  I told her that I gave my bank name and account number and Cynthia’s representative told me that she can easily locate the routing numbers for me.  This new representative explained to me that the customer representative who took my payment last June 28 was not from the same department as she was.  The previous representative was from the collections department while she was from customer service and this was the first time she has heard that a client can pay using his/her bank/name account without a routing number.  However, despite the representative’s mistake, the processing fee of $10 for phone payment could not be credited back to my account. According to this representative, if I were to make another phone payment, I will be charged another $10.

I honestly have never encountered anything like this in my 30 years of credit card experience, both here in the US and Internationally.  

All my conversations with each customer representative and supervisor should have been recorded and I challenge anyone to investigate and listen to all those recordings to verify that what I have been saying was true.  Apart from the supervisor’s name, Cynthia, I had not been able to get the other representative’s names but all their computer records should indicate the time and names of whom I had spoken too.  In fact, the last representative verified through her computer that I did make such a transaction and even knew who I spoke to.  She knew the name of the representative in collections who volunteered to locate the routing number for me to process my payment but didn’t tell me.

This is misrepresentation and deliberate dishonesty.  I was not made aware that I should be watching out for an email notice from World Financial Network and not, Express.com.  It was made known that orders and option for paperless statement can be seen and requested when we log in to Express.com’s credit card site and not World Financial Network.   Thus, I was forced to pay late payment fees, interest charges and phone payment fees for mistakes that I didn’t even commit.  I feel very sorry for those who are easily taken advantaged of because they either can’t voice out their complaints or are too busy working hard to earn and naïve to see the deception.

I also checked the FAQ about what happens after I enroll in paperless statements and this was the only thing it says:

.  After I enroll, when will I receive my first paperless statement?
A.  You will receive your first paperless statement on your next billing cycle. Depending on when your account last billed, you may receive one final paper statement.

The above answer found in Express.com’s credit card site does not help me understand that the emailed statement I will be getting will be from another company.  Moreover, the paper statements clearly shows Express.com.  Whatever internal arrangement Express.com has made with WFNNB, is for them alone and should not confuse the customers.  (Enclosed statement that clearly shows EXPRESS)


To date, I have written a check to pay for the $134.8.  I was told by the representative that I should just mail a check payment instead of paying online so I don’t pay the $10 fee again.

I am very concerned what this can do to my credit rating and score.  It is very disappointing and disturbing to take responsibility for a mistake I never committed.   The only mistake that I can think of is choosing to have a paperless statement.  If you don't want the $1 charge for paper statements, close your card.  You already got your 15% discount incentive already anyway.

I filed a complaint to the Better Business Bureau, Atty Gen's office and Federal Trade Commission.  I don't want this to keep happening to others.  It is not fair.  Even if this complaint doesn't change anything, I still believe in strength in numbers.  The people file a complaint, the more these agencies will take notice.  If there is a smoke, there must be a fire.  Keep recording all your conversations with these representatives.  Record the dates, time and name to have better ground.