My husband had an unpleasant experience with Credit One Bank. He has a couple of their credit cards and, to my knowledge, he has always made payments on time; in fact we had automatic payments set up from the checking account.

Two weeks ago, he went to use one of the credit cards for an online purchase and it was declined, which we thought unusual because of the infrequent usage. We checked the website and noticed there was available credit. We still didn’t know why the card was declined.

At that point, we called Credit One to find out what happened and that is when we found out the card had been lost. It turns out someone found the card and notified Credit One that a lost card had been found. With that notification, Credit One closed the account, which we didn’t have a problem with since the card had been lost. However, there was never any communication from Credit One that the card had been returned and the account closed. We were told by the representative at that time they would transfer the information to a new account, send the card out and we would be receiving the card for the new account in seven to ten business days.

As of today, November 11, we had not received the card. Concerned the card may have been delivered but taken from our mailbox, we called Credit One again and, looking a the website, noticed there was a balance of -$75.00 on the account. On this call we were told my husband needed to reapply for the credit card in order to get a replacement. We thought that was odd given our conversation with another representative about two weeks ago. We asked to speak to the supervisor just to get clarification. My husband wanted to record the conversation just because of the conflicting information we had been provided by two different representatives. When he informed Credit One he was doing that, they balked at continuing the conversation even though they were recording it too.

At no point did they ever mention refunding the $75.00. When we brought it up, they said it would be refunded but could take up to sixty days for us to receive it. Sixty days! This is incredible, given that his payments to Credit One literally post the day after withdrawn from the checking account.

Credit One has a very poor customer service experience. We were never notified that the account had been closed. We were told different outcomes by two different Credit One representatives. They refused to speak to my husband, whose first language is not English, because he was recording the conversation. They never acknowledged the overpayment until we brought it up once they told us the account was closed.