Gary sent a message to W. Craig Jelinek - President and Chief Executive Officer of Costco Wholesale Corporation email address that said:
I have been a Costco Executive member fo 14 years. I was very unhappy when Costco decided to drop the Costco American Express card. I called customer service to find out what card was going to replace it. The representative I spoke told me that the details hadn't been worked out yet. But it was probably going to be a Visa card. I don't like Visa, their card benefits are not very good. I prefer American Express, or MasterCard or even Discover. So I have decided to try Sam's Club for awhile, they offer a MasterCard with actually more rewards than the American Express Costco did. When I called Costco customer service to get a full refund of my membership, as stated in your refund policy. It states I am entitled to a full refund anytime I am unsatisfied with my membership. The first time I spoke to Izah he said I would get a refund of $110 back to my original payment for the membership within 7 working days. I waited for 8 working days, no refund. So I called back and spoke to a supervisor, Katherine. She told me that I would ony be getting $55 refund because I had received my rewards check, and that would be deducted from my refund. I told her that the membership refund policy states that I am entitled to a FULL refund anytime I am unsatisfied with my membership, and does not say anything about rewards that I earned with my Costco purchases. She would not authorize the other $55. I worked for Safeway fo 35 years in management and I know she could have just authorized the full refund as stated in your policy. She said she would have to call me back. So I called the corporate office, they referred me to the regional office. They just said they would have to call me back and hung up on me. I can't believe among all those so called customer service people no one can authorize a $55 refund. I never thought Costco would treat a long time customer like that. I would have considered eventually coming back to Costco but I don't think that will happen now. I just want to let you know how your customer service people are treating unsatisfied customers. And your stated policy's are not being followed.
Thank You for your time
Gary
