For the last 10 years or so I have been in possession of an HBC MasterCard. On February 28, 2014 the card expired and I found it rather odd that I had not received a new one. At first I thought that maybe I had not updated my address so I decided to call HBC and find out why a new card was never issued to me. I gave my current address and was told that a new card was in the mail. I was also told that sometimes they arrive late and not to worry.
A few weeks ago I received an HBC MasterCard bill. I had used my card to purchase some earrings back in February. Still no card though. I logged into my HBC MasterCard online account and tried to pay the bill. I was unable to do so. That’s when I noticed that my available credit was $0.
I called HBC to inquire what was up with the card and was told that it was closed. No other information was given to me. I decided to request a credit report in hopes that it would give me some extra information.
On Friday I received the credit report in the mail and surprise; no extra information was given. I decided to call HBC MasterCard again to find out why the card was closed. The first person I spoke to informed me that it was a “Business Decision”. I asked to speak to a supervisor. They also told me that it was a “Business Decision” and could offer no further explanation. I was told that my credit report should have given me the information as to why it was closed and calling them might give me more information. So that’s what I did. Upon calling the credit report offices I was told that they could actually tell me nothing.
That’s when I decided to call Capital One since they now own the HBC MasterCard that I was no longer in possession of. I ended up speaking with a very nice lady who spoke with her tech support team who was able to give me the title of the person I needed to speak with. I called back HBC MasterCard and asked to be transferred. I explained how I did not want to speak with a manager, or a supervisor but that I wanted to speak with a Executive Response Coordinator.
Right away I was connected and after explaining the entire situation for the millionth time I was told that my card was cancelled due to inactivity. I asked for clarification on this seeing as how I had used my card prior to the expiration date. I was informed that the decision to close my card had obviously been made prior to the expiration date.
The entire phone conversation was pretty laughable, in all honesty. I was apologized to more times then I can remember. I was even asked if I wanted to sign up for a new HBC MasterCard.
I made a point to expressed my disapproval with how HBC MasterCard chose to handle the cancelling and closing of my card and that I would certainly NOT be signing up for a new one since there is no value of being a customer seeing as my current card was closed. I also questioned as to why NO letter was issued. I was told that this is not protocol through HBC MasterCard even though Capital One had informed me that customers should receive a letter if a card is closed or cancelled.
No information could be given as to how long a card needs to not be in use in order to be closed due to inactivity. This type of business decision apparently is in the Terms and Services agreement that Capital One has with HBC MasterCard.
While the HBC MasterCard is not my every day card I do use it every few months, so I’m still slightly shocked as to why it was closed.