Message to Elan Financial (They Manage EmigrantDirect’s Visa)

I sent the following (in two parts) to Elan Financial. Am I being unreasonable?

I am writing to express my dissatisfaction thus far with Elan Financial services who are managing my EmigrantDirect Visa card.

1) When received my first statement in January I immediately went to the Elan Financial website and signed up to have my bill paid in full each month from my bank account. According to a recent exchange I had through this messaging system I apparently should have been aware that, even after having double checked that the payment date was showing as February 6 (two weeks in the future), Elan’s system would not actually make the withdrawal since, inexplicably, this is not enough time for a financial institution in the 21st century to set up such a connection.

I saw no indication on the website that I was to ignore the listed payment date and go ahead and send in what to me would seem to be a duplicate payment via snail mail.

I am astonished that a financial company, managing the credit card portfolio for an ONLINE ONLY Banking service, is incapable of both setting up a funds transfer in under 6 weeks and is further incapable of communicating that fact on the website through which the financial arrangements are being made.

2) A few days ago I received a letter from Elan welcoming me and letting me know that I should activate my card and that my reward rate would be at 1% – no mention of the 1 1/4% that I signed up for and am ostensibly receiving. This was a bit confusing since I have actually been using the card for a month and a half now. Has Elan reneged on the original offer? Is Elan unaware that I am using the credit card?
3) Coincident with the above welcome letter I received a notice from Elan’s collection department whining about my not having paid my first bill. This in spite of the fact that I have been in contact with Elan via this secure messaging system and had clearly set up my account to fully pay my bill fully two weeks prior to the first due date. Can it really be that Elan’s various departments have no contact with each other nor do they have access to my account records?
4) My first attempt at crafting this secure message on the Elan website was lost when the website timed out after 15 minutes of “inactivity” and did not even retain a draft of the message. I again emphasize the primitiveness of a system, in 2013, that would be so unyielding as to not allow the customer a chance to either confirm that they are still using the site or to at least provide a mechanism to retain the work in progress. The page literally vanishes and is replaced with one showing that the session has expired. Also Elan’s website limits these messages to 3500 characters but does not actually tell you this until you submit and then doesn’t tell you by how many characters you have exceeded the maximum.
5) My recent communication with Elan regarding the minimum amount of points required to obtain a statement credit resulted in the unhelpful response that I should phone the rewards department during business hours. Ignoring the fact that the reward website needs to actually say what the minimum rewards amount should be rather than simply responding “You do not have enough rewards points to purchase this item”, I emphasize again that it is no longer 1980 and that email is a common and acceptable way to communicate. One of the reasons I deal with an ONLINE BANK is so that I can communicate asynchronously and not waste my time on hold waiting for a representative to get around to working with me.
I need the following from you:
1) Acknowledgment that my bill will be paid by your online system as it currently indicates that it will on March 6
2) Acknowledgement that my rewards rate is at 1 1/4% as was agreed upon with my initial application
3) Acknowledgement that I will not be fined or assessed any fees as a result of my trusting Elan Financial’s website when it indicated it would withdraw funds through a system that I, in good faith, set up weeks ahead of the payment due date.
4) Confirmation of the number of reward points required to redeem a statement credit.
I await your reply,
Marc

Posted under Retail Experiences

This post was written by Marc
on March 2, 2013 at 6:20 pm

2,548 views

2 Comments so far

  1. Carl March 23, 2013 12:38 pm

    Amex dude.

  2. Marc March 23, 2013 6:39 pm

    @Carl – LOL! Already have one as my corporate card.
    AMEX is a bit of a mystery to me. As a consumer, I would pay an annual fee to have a card that charges such high rates to the merchants that it is always a gamble as to whether or not an individual location will accept my card.

    I must say that the best card I’ve ever had is Chase’s Amazon.Com branded card: VISA so it’s accepted pretty much everywhere, a reward program I can easily understand and cash in on and an online payment system that lets me specify “Pay it off” automatically with no effort on my part each month. It’s only downside is that it has the 3% Foreign Exchange Fee nonsense that plagues nearly all cards out there. If they got rid of that it would be the perfect card for me.

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