Flex Pay System Is Broken
I am now coming here to try n maybe find an answer to my questions . I have spent about 7 days straight worrying about this, including a teenager that was highly disappointed not having a birthday gift due to this BROKEN FLEX PAY SYSTEM.
So I purchased a TV last week on flex pay. 3 payments 92 dollars everything is fine besides it still isn’t delivered after today the 8th day. So a day later I go to get an Xbox One , above mentioned Birthday present, and I put it on Flex Pay Using my HSN charge card. Coupl hours later the order is cancelled and I get an email stating this. So then begins my nightmare and we begin the THE PHONE CALL TANGO. In order to the best of my memory, I called a CSR and was told the order cancelled because of flex pay dept. TRANSFERED, then I was told by Flex Pay Dept I was new customer and could only have one item on flex pay at a time , sounds legit but next day we decide to check that answer and WRONG A NEW CUSTOMER CAN HAVE A TOTAL OF 1000 dollars in flex pay . So next call back CSR and I can’t get any answers on why it was cancelled, so I get a supervisor CRT Ed and he tells me oh I see its our fraud/ loss prevention dept fault your order was cancelled , TRANSFERRED. I reach DOUG from fraud , he says oh no this has nothing to do with our department , this is flex pay department issue . So he says let me get the supervisor Ed back on the phone and we can have a group conversation about this , okay sounds good put me on hold , jingle bells jingle bells , couple minutes and a woman answers askin how may I help you , LOL . So I then explain the situation for the 99th time , and she tells me by the end of our talk it’s the credit card bank blocking transaction! Well I call the bank and of course , just like I thought they have 0 to do with it. So finally today speak with flex pay department supervisor and they tell me it’s because a CREDIT REPORT WAS DONE TO SEE IF I COULD USE FLEX PAY!!!! And tells me it’s done by outside agency so they have no info why it was cancelled. So I ask what is the limit I can use on flex pay, I’m told there is no limits it just comes down to each purchase . And remember my story beginning I bought a TV on flex for 3 pays of 92.00 , so I ask if it’s just a total guessing game for the customer to GAMBLE N USE FLEX PAY BECAUSE IF YOU ROLL THE DICE AND GET CANCELLED THE MONEY YOU COULD HAVE USED TO BUY THE ITEM OUTRIGHT IS GONE FOR A WEEK AND YOU CANT BUY WHAT YOU WANTED. THEN WHEN YOU GET THE FUNDS BACK YOU CAN GAMBLE AGAIN ON A NEW ITEM N HOPE YOU DONT GET CANCELLED AND WAIT ANOTHER WEEK TO BUY SOMETHING. I asked for the agency name and number could not get that, and couldn’t be told what criteria was used to determine if you get to use flex pay or not …. LOL THIS IS YOUR COMPANY PROGRAM AND YOUR A FLEX PAY DEPARTMENT SUPERVISOR AND THE REST OF HSN EMPLOYESS I SPOKE WITH NOT ONE PERSON CAN TELL ME HOW THIS WORKS… After about 5 to 7 days the 250 for the first payment of the Xbox one flex pay was finally put back on my card. And my final statement is that I have good enough credit to have an HSN credit card but not good enough credit for a 250 dollar payment trust till next month and it’s their HSN CREDIT CARD I AM USING . What a shame it seems like a good program but caused me so much stress confusion and embarrassment , I’m not sure I will ever purchase another item , NOT A GOOD WAY TO BEGIN RELATIONS WITH A NEW CUSTOMER HSN , AAND THINK I WILL TAKE THIS REVIEW ALL OVER GOOGLE AND YELP.
Hi Ambers1280, I’m sorry you were given confusing information when you called in. I looked into this and see our senior team is expecting a call from you to further assist you. I encourage you to give us a call at 800-284-3400 (hours 8 am to 1 am, EST) and ask for a supervisor to see if we can get this worked out for you.
Yes I will be calling and hoping to get the correct answers . I’m fine with using a system to determine things but I also want to be able to understand how the system works and the criteria it uses, so I am not guessing and taking 12 days to buy an item I could have purchased outright from the start. It amazes me that I am approved a credit limit 3 times the size of the payment on flex pay and can’t use it.
wow and I thought I was treated poorly. I tried to place an order and the two different people were out of it. Then I did place the order(thrid try) and thought better of the purchased and immediately cancelled. Then the female tells me ok I will do that and she didnt. When I did not receive my email cancelling I called again and this person said "I cant do that but I will pass you to a supervisor" then she hung up. I called CS and wow it was too late they were closed. So I now, like you have to wait and see what is going to happen.
I hope you get it cleared up..Things like this can be for all kinds of various reasons.Even the little food catalogs that are sent in the mail saying pre approved,etc can take a few calls to get cleared up.I had that happen with a food gift last year,NOT HSN, and they told me the order would cancel so I called in and paid for it by credit card.This year I got their catalog with the same offer and I ordered and it shipped the next day.So it basically can be a number of things since there are so many departments that has to clear new account orders.I have found it best to order a couple of inexpensive orders at first to establish a better payment history before ordering a more expensive item.The cost of the item may be flagging it since its a first flex pay order.Its probably best to give them time to clear up the problem before trying to order again.A new account is treated differently than an established one and I suppose thats for the security of all concerned.
I agree with what dynac said. That happened to me as well. They want you to establish a good paying relationship before they trust you with bigger ticket items. This isn’t just HSN. This is all businesses’. That’s just how they work. The banks want to make sure they will get back their money, and will only allow a certain amount until they know you will pay it back. It can be frustrating, but it’s not any one businesses, it’s mostly the bank that issues you the credit.
Posted in Customer Service
10.19.15 8:18 AM