I made a payment as requested and called back in today. They are refusing to re-open my account. They said that there was another returned payment in October and one last month so regardless of how long I’ve had my account, the number of good payments made and the amount of money I’ve spent over the 4 years as a card holder, and 20+ years as a customer, it doesn’t matter. They’ve lost me as a customer and anything that I’ve purchased within true 90 return window will all be returned. I’m done with HSN and QVC.

I’d agree that so much of how we interact lacks the human touch and not that I’m a high touch person but, more expedient notification or contact rather than completely closing something out doesn’t seem like much to ask.

Relating to your target experience, I feel like I’m being treated like a delinquent customer and that nothing else was taken into consideration. It doesn’t make you feel like a valued customer that’s for sure!

QVC and HSN contract with Synchrony to offer their card and I’d guess they would have some sort of control over the policies?

Either way, it’s not been a great experience when I’ve not had any issues previously then all of a sudden they close it out before I can even have a chance to correct it. Seems shady to me. I didn’t have these problems when they went through Commenity. I have a Q card also and I’ve had nothing but problems with payments disappearing. When I called in the rep could see the payments and that they were in her words “an area that she couldn’t access”. She had to escalate it to have someone else go in to ensure my payments would get posted properly.

I have another account with Synchrony and it’s been a really good experience. So I’m inclined to think it’s the agreement that the parent company has set up with them.

Maybe it’s better that it stays closed. I don’t know, it just doesn’t seem like a good customer experience when I’ve been a good customer for many, many years.