Direct Merchants Bank

"Credit Protection" Plan

Direct Merchants Bank •Application Fees •Change of Address Policy •Collection Policies •Customer Service •"Credit Protection" •Interest Rates •Late Fees • Late Posting of Payments •Over-Limit Fees •Preying on the Disabled • "Rate Reward" •Secured Credit Cards •Security Policies •Disappearing Funds •Telemarketers •An Insider's View

Marlene of Claremont NH (2/2/03):
I had hand surgery on 9/11/02 on both of my hands. My right hand became seriously infected and I ended up having 2 surgeries on my left hand and 3 surgeries on my right hand. I have paid for "Protection Plus" since I got this card. I almost died from the infection but even though I sent the required form to them I was still harrassed while I was home on IV therapy.

I was told that Protection Plus and Direct Merchants were separate only to find out they are one and the same company. I informed them I pay $94.00 a month for this protection and that this is considered theft of service. They didn't care. How much will they be allowed to get away with before something is done?

They told me it will take 30 to 90 days to process this. This is the second time I have sent them paperwork for benefits. I am tired of this. I have always paid my bills. They have called at all hours day and night. They have even called at my job which they were told is illegal. They still continue to call at work and at home. I am jeopardizing my recovery because I am a nervous wreck.

Ronald of Enumclaw WA (1/23/03):
Been out of work for nearly a year off and on, due to lack of work in logging industry. Called Direct Merchants Bank and explained that I was unemployed and I had been paying for unemployment insurance through them. They told me what they needed from me to activate the insurance, I sent all the papers to them, then they told me I had to send them again because I didn't send them the right ones.

I had sent them all the copys of my checks from unemployment and my determination paper, yet to this day 6 months later, all I received from them was a higher bill -- interest rate went up to 29.99% my payment is $245.00 a month on $9,760.00, plus they still charge me $18.49 a month for account Protection Plus. If I pay the min payment the bill goes up every month more than it was when I make the payment. I don't have a clue how to stop this, and they do not seem to care WHATSOEVER and are of no help.

I've lost better than $1000.00 of money they should have paid, am still on unemployment and I'm still paying my monthly bill! Feel like I have been thrown to the sharks, with no way to turn! I am devastated. I can see why people want to check out (suicide) when things seem hopeless.

Dennis of Vista, CA, writes:
I first became involved with them four years ago as Fingerhut. I obtained a credit card and since they sold me a bill of goods, I included the Account Protection Plus plan. I have been paying them every month since inception of this "contract" approximately $0.75 per $100.00 of credit used which totals over $700.00 to date.

On September 9, 2000 I was put on disability by my physician for eight months while on chemotherapy. I immediately contacted the customer service dept of DMB and requested the account protection be invoked. They assured me it would become activated immediately and they were sending a form for the doctor to fill out and return to them. I followed the exact details they required. I did not pay the bill for three months. Talk about harassment. The telephone never stopped ringing! But they never leave a message on my machine.

They threatened me with ruining my credit status, added unbelievable charges to my account and told me I was not on the plan. I finally paid the bill to get them off my back, but I am on a limited income due to inability to work, and I did not have the money. I sold many items I own to pay this bill, while I continued to determine what the problem was with this group.

In January, 2001, they finally agreed that I was indeed disabled and they would make the payment. Well, they only paid half of the bill; would not reimburse me for payments made for the four months; and are still charging me late fees and penalties now that they are paying the minimum due.

I have contacted numerous attorneys, the Better Business Bureau (absolutely useless), and finally the District Attorney here in California. All to no avail. There are no attorneys that deal with this type of issue. I have filed a Small Claims suit against them. But now there are more problems! First, they do not list an "Authorized Representative" to file a claim against. Secondly, I can only recover $5,000 maximum and have already spent over $7000 on this. I take a loss no matter which way I go.

On Nov. 22, 2000, Nancy of Atlanta wrote:
My husband, Wesley, had a credit card from Direct Merchants Bank. He became quite ill in May, 2000 but continued to pay on his credit balance. In August, 2000, because of the seriousness of his illness, I applied for and received financial power of attorney.

Although I knew that he would not survive, I sent a check for $300 -- well above the minimum payment due -- to Direct Merchants Bank. Wesley died at the end of August. I notified Direct Merchants Bank of this and pointed out to them that he had protection insurance which would make me not liable for paying the balance on the credit card. The person with whom I talked agreed with this. She furhter said that they would send me a form to fill out.

When I had not received this, I contacted them again and was told that they had no record of the previous call. Again, I was told that they would mail me a form. Two weeks later Wesley received a bill. I again called the company and was told that I had not sent a copy of the death certificate and, therefore, the delay was my problem. When I told them that I had been waiting for this form, I was told that this policy was no longer in effect.

I immediately sent them a copy of his death certificate. Three days later, Wesley received a dunning letter because he had not paid the credit card bill. I was understandably upset and called them again. I received apologies but no explanations for this letter. I then received a letter saying that they needed a certified copy of the death certificate. (I was not told that this was needed in my previous discussions with these people.) I mailed this to them but did request that this be returned to me. I eventually received a letter saying that Wesley did not owe them any further money. However, this letter was couched in terms that they were doing me a favor. With this letter was a request that I cut up his credit card and send the pieces to them. Again, I complied.

This week a letter came to Wesley stating that Direct Merchants Bank was increasing the fee for the account benefit plan. I was very distressed and, once again, phoned them. Again there was no explanation given. Also, they have not returned the certified copy of my husband's death certificate. If the Social Security Administration can do this, I don't understan why Direct Merchants Bank cannot. I am tired of dealing with this company. They have put up many roadblocks at a time when I am quite vulnerable. It is no only unfair but quite cruel.

The account has been closed and Wesley is deceased. Nancy has no liability or ongoing obligation to the bank. She should simply discard any further correspondence. If she wants to tie up all the loose ends, she can send a certified letter, return receipt requested, reminding the bank that Wesley is deceased and his account has been closed. She can also request that the death certificate be returned, though we would no count on this happening. On Sept. 27, 2000, Thomas of Memphis wrote:
I was out of work for about 4 months and tried to get help with this matter. They stated I was on some sort of insurance and they would send out what was needed for me to fill out. They also said they would waive one month's late fee and overlimit fee. That seemed to not help at all. As my wife tried to make payments the account seem to be at the same amount.

This bank seems to not care whether you work to pay them or not. They still tack those high fees on you even though you are trying to pay your debt. I have not so much as received a form about my insurance coverage, yet I am still charged for this each month. I can imagine what this has done to my credit. The other card companies are working with my wife but this company just doesn't seem to care.

Patricia of Vincent AL (1/31/03):
I have kept getting billed for items, I have not asked for. "Account Protection" and "Magazines" are the worst. I get very upset about this because, I haven't used this card in a year.

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