Sara J.

I have never written a bad review or complaint in my life. I feel bad for writing this review because I know it doesn't speak for all of the customer service reps but I have called a couple times for different issues and am floored by how horribly they have done at helping me. On a couple occasions it took forever to get off hold, which I was kind of irritated about but I understand there can only be so many people to answer phone calls and these calls sometimes take forever. However, for one, the call quality is so horrible, I can rarely understand what they're saying because it is so muffled. Just today, I called because my card(focus card) declined 3 times, even though I had money in my account, and I had just used it like 3 hours prior. Also, I The lady answered and asked what she could help with. She was nice, but she clearly did not understand my issue. She asked me for my card info and my name, then I told her "My card declined at target and I have money in my account, I just used it earlier, and I got 3 alerts saying I spent 0 dollars at target and my balance was 0." Im not sure if I'm just dumb and that happens usually, it's never happened to me. But she proceeds to ignore my information and starts reading off my transactions, and I said yes to everything because those were my earlier transactions, then all she told me was that she thinks I should get a replacement card, then when I get it to call them back. Like what? And she didn't say anything about my card declining at target, I just wanted an explanation why it was not working, not just her to tell me to get a new card. Mind you I just got this new card yesterday. So I was clearly irritated about that. Then she said something I couldn't understand because of the call quality, and she said okay is there anything else I can help you with, I said no thanks bye. She ignored every question I asked about the declined transaction at target. I am just so confused how she literally did not help me at all.