Credit card or prepaid card -- Trouble using your card -- Complaint #4973195

Complaint Overview

Complaint ID: 4973195

Company: Clgf Holdco 1, LLC

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Trouble using your card

Sub-Issue: Can't use card to make purchases

State: Ohio

ZIP Code: 436XX

Date Received: 2021-12-03T12:00:00-05:00

Date Sent to Company: 2021-12-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I have a Milestone Mastercard. I make the payments on time, every month. In XX/XX/2021 I made a payment, then attempted to use the card a few days later. The purchase did not exceed my available credit, but the sale was declined. I logged onto the Milestone site, to check my account, and discovered that my most recent payment had been processed, I should have had credit available, but my available credit was listed at zero. I called their customer service. I was placed on a lengthy, lengthy hold- before finally speaking to someone. I described the issue and was told that I'd have to speak a supervisor. Another lengthy hold. At this point I've been on the phone for a 1/2 hour. The supervisor tells me that they'd spotted a fraudulent charge on the account, and frozen my credit. It wasn't a fraudulent charge, it was a regular recurring charge ( which had gone through previously ). The supervisor assured me that they'd send and email to the fraud department, and the account would be unfrozen within 3 business days. Three business days later, the credit was still frozen. I contacted XXXX customer service again, this time I was informed that no email was ever sent to the fraud department and it'd be another week or so before the account was unfrozen. It took a good portion of the month, and several lengthy phone calls to get XXXX to correct the mistake they made. The various supervisors I spoke to during this process assured me it wouldn't happen again. On XX/XX/2021, I made another payment, was preparing to make a purchase, but discovered the account had been frozen again. This time there was a twist, when I tried to call customer service ( XXXX ) XXXX, there was a recording stating that number was not accepting calls. There was no chat function, and no email address. It was as if they'd deliberately tried to make it difficult to contact them, and thereby never provide customer service. I had to XXXX an alternative, obscure contact number for their customer service. After another lengthy hold, another conversation with a customer service rep, followed by another hold - I spoke to a supervisor who informed me that XXXX had done the exact same thing they'd done in XXXX and sworn they'd never do again. Again I was informed by the supervisor they'd contact the Fraud department, and the account would be unfrozen within 24 hours. They had no answers to my questions about why it was virtually impossible to contact them directly. I spend more time battling with XXXX, getting them to unfreeze my account, than I do actually using the card. It's difficult to use the card, difficult to use the credit and they make it nearly impossible to contact them. This doesn't seem like an ethically run business or ethical financial institution.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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• Clgf Holdco 1, LLC Company Profile
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