A tip when dealing with credit card companies: always use the telephone, don’t use email. Email is quick and easy but also offers the credit card firm an easy way to deny you. I wouldn’t be surprised if they automatically denied all requests sent via email.
I had a questionable service fee charged to my credit card account and wished to get it removed. Below is the response I received from their online secure messaging system
Dear Cayley Vos,
Thank you for contacting us about the fee that was assessed to your Advanta account.
Payments received any time after the due date indicated on your billing statement are late. We must receive your payment on or before your due date to avoid assessing a late fee.
We sent you a statement on 04/14/09 showing a payment due date of 05/04/09…. a $39 late fee was billed to your account. We are unable to adjust the late fee.
We provide free account management at www.advanta.com. By using our Web site, you can make instant payments in a safe and secure environment. If you choose to mail your payment, please send it 7 to 10 business days before the due date to increase the likelihood that the payment will be received on time.
We appreciate the opportunity to serve you and your business needs. If you have any other questions or concerns, please feel free to contact our Customer Service Center. You can visit us online 24 hours a day at www.advanta.com or call us toll free at (800) 705-7255, Monday – Friday 8:00 am to 8:00 pm and Saturday 8:00 am to 5:00 pm Eastern Time.
Not satisfied with this, I called customer service the next day and got the charge removed in 5 minutes.
Below is the response after having called them:
Dear CAYLEY C VOS,
Thank you for contacting us about the Late Fee that recently appeared on your Advanta BusinessCard statement.
We removed the $39.00 charge from your account. Your next billing statement will show that amount as a credit.
Personal service is just one of the many benefits that come with your Advanta BusinessCard. We are committed to providing the service you deserve as you pursue your unique business goals.
VP, Customer Service
Moral: always call your credit card or financial services company to get the best service.