Total Amount in Dispute:
$15,694.00
Total Amount Settled:
$0.00
Complaint Experience
14%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege a variety of issues including billing and accounting errors, difficulties or delays in having account errors corrected, and customer service issues. Specifically complainants allege they are unable to access their funds, deposits and loads are not reflected in their balance, inability to login to accounts or receive account information, and difficulty correcting canceling accounts. Some allege they are unable to receive assistance from company representatives regarding account issues including balances, account information, cancellations, unauthorized charges, and refunds. Complainants also allege difficulty reaching customer service, long wait times, disconnected calls, or inadequate assistance.
The company responds to a few complaints by advising the account holder to contact their customer service phone number.
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