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Lowe's, Why do you not want my money?

So today I took some time today and called Lowe's Consumer Credit Card customer service line to try and get everything figured out. Let me say that it was not fun, but I am glad everything is figured out for the most part.

So I called the customer service line and first had to input a bunch of crap. Then I had to put up with hearing what my credit line was, what my balance was, when my payment was due, and a bunch other crap that I really did not need to sit thru. Then I had to sift thru their menu system and finally after get to the option to speak to a customer service rep.

Well I guess since I was not the only one having problems, I had to wait a long time on hold. Now normally this is not a big problem except that every 20 seconds (I timed it) there was a recording that said "All representatives are still busy, please stay on the line for the next available representative." Every freaking 20 seconds I would hear that, and I was on hold for like 10 minutes.

So I finally got someone on the line and told them what was going on. They were like, "O, you need to call our contractor 'Checkfree' and they can figure out what is going on." So the rep gave me there 800 number, so I called Checkfree and google’ed them at the same time since I had never heard of them.

So I lucky for me someone picked the phone right up, so I told them what my problems was. She said, she would try and help me. So they asked for my Lowe's card # which I gave her. Then she asked me some questions, and at which point I then found out that since Lowe's does not re-direct me to Checkfree's website they did not have access to my account info and that I had been told in error to call Checkfree. The woman even went as far to input my first & last name in to the system with my billing zip code to see if I had a checkfree account. Well no dice.

So at this point I was about to loose my freaking mind. I called up my mom to bitch and she asked me I had lunch yet, which I had not. I figured that going to lunch with my parents would be a good distraction to the issues at hand. So I meet my parents at Mimis Cafe.

Lunch was good except that in continuing with today’s theme, the service sucked ass. I mean, my parents called me when I had just left my house cus they wanted to know what I wanted to drink and eat (they were already at Mimis) so I told them. Well, I got to lunch and what must have been 20 to 30 mins after my our order was taken we still did not have our food. What should have only taken like a hour for lunch (maybe) took like 2 hours.

Anyway, so when I got home from lunch I called back to Lowe's Customer Service line again and again had to wait on hold. This time not as long but I still had to put up with that message coming on every 20 seconds. Anyway, so I get someone on the line and explain again what was going on. She looked some stuff up in my account.

When I asked her about the "Return Check Charges" and she is like "Well, I can remove one of those", and I was like "You can only remove one of them?". Her reply was "Yes, it's company policy to remove one". So I kinda just let it slide and made a mental note that I would to talk to her boss.

So we started to work thru the problem I was having and she had me retype some things in to the stuff online. Well she was going to have me try another payment again, but when I went to submit a payment, I got an error message. It turns out that you can only attempt a payment two times in one billing period. So at this point, the only way I can make a payment is by going to the store (or mailing it, but I hate the USPS).

So she thought that maybe should could remove one of the failed payments and that would allow me to try again, but she need to ask for help, so she put me on hold for like 20 minutes. Well turns out that no matter what they did, it would still not allow me to try another payment. So now I have to wait until next month to give it a shot and see if it will work this time.

So she asked me if I had any other questions, to which I said "No, but I need to speak to your boss". Her reply was "Well, I just release him on the line and it took me 20 minutes to get him, are you willing to wait again?". My response was a very firm "Yes". So I waited again. I must say that after spending that much time on hold I feel like I know everything there is to know about Lowe's Top Choice Lumber and that I could walk into any Lowe's and wear a button that says "Ask me about our Top Choice Lumber" cus I know so much. LOL.

Anyway, after about another 20 minutes of being on hold, her boss came on. I asked her if Debera (my rep) had brought her up to speed on what was going on, to which she had. So then I brought up the "Return Check Charges", and she was like, "We will wave both of those for you since they were not because of fund issues" to which I thanked her. Then she was like, "I am looking at the items you bought, and I am very surprised they are not on promotion."

I then told her that they should have been, as that I was under the impression that they were. So she said that she would look at her matrix, and she was like, "Well I do not see one that was going at the time you bought your items, but there was one that started the week after so we will honor that one." She then proceeded to tell me its 12 months, no interest, no payments.

So by talking to the rep's boss, not only did I get 40 dollars worth of "Return Check Charges" credited back to my account; I also got a better promotion out of the deal. I guess it kinda evens things out for all the crap I had to deal with to get to this point.

So next month we will see if it works. If it does, then I might put things on the card in the future. If it does not work, then I am paying it off right then and there, and never using the card again.

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Kevin Murray

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