Susana sent a message to William T. Dillard II – Chairman and Chief Executive Officer of Dillard’s Inc. – Email Address that said:
May 18, 2016
Mr. Bill Dillard, III
Dear Mr. Dillard,
I am writing this letter on behalf of my mother. The reason for it is to dispute a late fee penalization charge on her Dillard’s account credit card. When making her April 2016 payment she accidentally was short $3.00. At home when she realized this, she called customer service and the representative assured the late fee would be waived if she made the $3.00 payment. He did not explain she would be penalized. She is a 79 year old woman and lives 30 miles from one of the two Dillard’s in town, she rushed back the next day to make her $3.00 payment. And felt better that the $25.00 late fee was waived.
Imagine our surprise when she saw her May statement stating that her minimum payment included the $25.00 late fee and it will be there for a couple of months. This is some sort of punishment for being $3.00 Short! My mother is on a fixed income and this will hurt her budget.
When we called Dillard’s customer service they explained that the $25.00 each month was not a late fee and that it would go towards the balance……….this was an insult to our intelligence. But, it still feels like punishment.
I want you to know that she understands her financial obligations, and if it weren’t for forgetting $3.00 on her payment, she’d have an excellent payment record. She made a mistake in forgetting the whole payment amount, but she tried to fix it in time. She has been a Dillard’s card holder for over twenty years with a spotless record of on-time payments and I believe this should have been taken into account.
Needless to say, we are very disappointed with Dillard’s.
Respectfully,
Susana
