Personal Credit Member Service Help

Frequently Asked Questions
How can I change my mailing address and phone number for my credit account?
My personal information or account information does not look correct. Who do I contact to make those changes?
Are there any times when the Online Credit Center is unavailable?
How do I request a credit balance refund?
Why do I need to enter personal information at the login screen?
I have additional questions about my account. Who can I ask?
Credit Bureau questions/disputes.
How do I change my name on my credit account?
What is an authorized user?
How can I add or remove an authorized user to my credit account?
How can I avoid interest charges?
How can I avoid late payment fees?
 
Quick Cash
Get Quick Cash
What are the limitations for using Quick Cash?
Is there a fee for Quick Cash transactions?
Do I have an additional credit line for Quick Cash transactions?
What is my Cash Advance Limit and my Cash Available?
Do I need a Personal Identification Number (PIN) to use the Quick Cash feature?
Can I use the Quick Cash feature at the ATM's in SAM'S CLUB?
Can I use the Quick Cash feature in Wal-Mart?
 
Download to Personal Financial Software
How can I download account transactions to my personal computer?
What software can I download transactions to?
 
Credit Limits
How can I request a credit limit increase?
How can I request credit limit decrease?
 
Payments
Can I make a payment online?
Can I make a recurring payment online?
What information will I need to make a payment using e-Payment?
Where can I find my checking account number and bank routing number?
What amount(s) can I pay using e-Payment?
Can I make a payment immediately after enrolling?
How long does it take for an online payment to post to my account?
How can I find the status of my e-Payment?
Can I place a stop payment on an e-Payment?
What should I do if my payment has not been posted?
What methods of payments can I use to pay my bill?
Can I get my payment due date changed?
How can I inform you of a recent payment I made or will be making?
What should I do if a payment was posted to my account in error?
What do I do if my balance is a credit? When can I expect a refund?
I did not receive credit for the merchandise that I returned.
Do you report my account to the Credit Bureau?
Why does this account appear on my credit report?
 
Contact Us
Contact us for any additional questions?
 
Technical Help
Browser Requirements?
Compatible Browsers?
Is the information that I enter secure?
Are there any scheduled times when online member service is unavailable?
What should I do when I am having trouble viewing my account information on the screen?
 
Security Information
Am I on a secure site even if the padlock on my browser is not locked?
What is SSL?
What is a "secure session" and how does it help keep my information safe?
What should I do when I have finished viewing my account information?
What should I do if I am using a "public" computer?
How can I tell when my connection is secure?
Why does it ask me for a passcode when I try to access my credit account?
What information do I need to register to view my credit account?
How do I end my online session?
 
Marketing/Advertising (Additional products)
For questions regarding additional products such as insurance, fee based subscriptions etc. please click here for contact information.
 

Frequently Asked Questions    (back to top)

How can I change my mailing address and phone number for my credit account?    (back to top)

Login to your account and on the account summary page select  "Update Personal Information" in the menu on the left navigation side. This service may not be available to all cardholders.

My personal information or account information does not look correct. Who do I contact to make those changes?    (back to top)

Login to your account and on the account summary page select  "Update Personal Information" in the menu on the left navigation side. This service may not be available to all cardholders.

Are there any times when Online Credit Member Service is unavailable?    (back to top)

Our web server is down for maintenance purposes Monday - Friday 1:00 A.M. to 3:00 A.M. and Saturdays and Sundays 12:00 A.M. - 7:00 A.M. Eastern Time.

What should I do if my credit card is stolen or lost?    (back to top)

Please review your account for any transactions that you did not make and contact our Credit Member Service department or visit your local to report your card lost or stolen immediately.

Toll-free number: 1-800-964-1917
Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time.

How do I request a credit balance refund?    (back to top)

You can request a credit balance refund online! Simply return to the Account Summary page and click the "Credit Balance Refund" link.

Why do I need to enter personal information at the login screen?    (back to top)

We require you to provide us personal information to login to ensure that your account is protected from unauthorized access.

I have additional questions about my account. Who can I ask?    (back to top)

The current version of E-Service does not have the ability to provide online updates, however based on your feedback, we will be providing capabilities to request changes to your account online.
In the meantime please contact our Credit Member Service department.

Toll-free number: 1-800-964-1917
Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time.

Credit Bureau questions/disputes.    (back to top)

The primary accountholder can contact our Credit Member Service department by calling 1-800-964-1917,Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time. A written request can be sent to us:

SAM'S CLUB
P.O. Box 981064
El Paso, TX 79998-1064

How do I change my name on my account?    (back to top)

If you believe that we have reported inaccurate information about you to a consumer reporting agency, please write to us at the following address: br>

SAM'S CLUB
P.O. Box 981064
El Paso, TX 79998-1064

What is an authorized user?    (back to top)

An authorized user is anyone whom the primary accountholder has authorized to make purchases on the credit account and is listed on the account as an authorized user. An authorized user cannot close the account, request account information or make changes to the account. The primary user is responsible for any charges that the authorized user makes on his/her account. An authorized user must be on the primary accountholders SAM'S CLUB membership.

How can I add or remove an authorized user to my credit account?    (back to top)

The primary accountholder can contact our Credit Member Service department by calling 1-800-964-1917, Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time. A written request can be sent to us:

SAM'S CLUB
P.O. Box 981064
El Paso, TX 79998-1064

You can also visit the membership desk at your local to add or delete an authorized user.

How can I avoid interest charges?    (back to top)

If there is no previous balance for the billing period or the sum of your payments and credits for the billing period is at least equal to the balance, new purchases and other charges will not incur an interest charge in the billing period when they are made or if they are paid within 26 days of the billing date shown on your statement.

How can I avoid late payment fees?    (back to top)

You will not be charged a late payment fee if we receive at least the minimum payment by the payment due date shown on your statement.


Quick Cash    (back to top)

Get Quick Cash    (back to top)

Quick Cash allows you to get $20, $40 or $60 added to your purchase with no additional fee when you make a purchase using your new SAM'S CLUB Consumer Credit Card. It's faster and easier than a trip to the bank and there are no ATM fees! The cash you withdraw is added to your monthly bill just like any other purchase! Some limitations apply*.

*Cash Advances on your account available at SAM'S CLUB stores at SAM'S CLUB registers. Limit of one per day. Cash Advances will be treated as purchases on your credit account.

What are the limitations for using Quick Cash?    (back to top)

Quick Cash transactions must be made with a merchandise purchase at a SAM'S CLUB owned register in SAM'S CLUB locations and are limited to $20, $40 or $60. You can make one Quick Cash transaction per day, as long as you do not exceed your Cash Advance Limit and your account remains in good standing. Please Note: Excludes purchases made at leased departments.

Is there a fee for Quick Cash transactions?    (back to top)

No! Transaction fees do not apply to Quick Cash transactions. Normal repayment terms and interest charges apply just like they would for a merchandise purchase.

Do I have an additional credit line for Quick Cash transactions?    (back to top)

No. Your Cash Advance Limit is a portion of your Total Credit Limit.

What is my Cash Advance Limit and my Cash Available?    (back to top)

There are a number of ways you can find out your Cash Advance Limit and Cash Available. Access your account information at samsclub.com or call the credit center toll-free at 1-800-964-1917. You can also find your Cash Advance Limit and Cash Available on your monthly billing statement.

Do I need a Personal Identification Number (PIN) to use the Quick Cash feature?    (back to top)

No. A PIN # is not required to use the Quick Cash feature.

Can I use the Quick Cash feature at the ATM's in SAM'S CLUB?    (back to top)

No. Unfortunately, the Quick Cash feature is not available at the ATM's in SAM'S CLUB.

Can I use the Quick Cash feature in Wal-Mart?   (back to top)

No. Unfortunately, the Quick Cash feature is not yet available at the Wal-Mart for purchases on SAM'S CLUB Credit.


Download to Personal Financial Software    (back to top)

How can I download account transactions to my personal computer?   (back to top)

You can download account transactions to your personal computer by clicking Download Transactions.

What software can I download account transactions to?   (back to top)

You can download account transactions to Quicken, QuickBooks, Microsoft Money and Microsoft Excel.


Credit Limits    (back to top)

How can I request a credit limit increase?(back to top)

You may request a credit limit increase by clicking Request a Credit Limit Increase.

How can I request a credit limit decrease?(back to top)

In order to request a credit limit decrease, please call us at 1-800-964-1917, Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time.


Payments   (back to top)

Can I make a payment online?   (back to top)

Yes. For your convenience, you can make a payment online by clicking e-Payment.

Can I make a recurring payment online?   (back to top)

No. At this time, our online payment service cannot accept recurring payments.

What information will I need to make a payment using e-Payment?     (back to top)

You need to have a valid checking account from a U.S. financial institution and the following information:

  • Bank name
  • Checking account number
  • Bank routing number

    Where can I find my checking account number and bank routing number?    (back to top)

    You can find this information on the bottom of your check.

    What amount(s) can I pay using e-Payment?    (back to top)

    You may choose one of the following four options:

    1. Total Minimum Payment Due - amount you must pay in order to avoid a late payment fee

    2. Last Statement Balance - balance reflected in your previous statement (previous balance minus payments and adjustments plus transactions and interest charges)

    3. Current Balance - all transactions since your last statement
    4. Other - any amount up to your current balance

    Can I make a payment immediately after enrolling?    (back to top)

    Yes. You can make a payment provided it is not greater than your current balance.

    How long does it take for an online payment to post to my account?   (back to top)

    An online payment will post to your account two days from the day you initiate your payment.

    How can I find the status of my e-Payment?   (back to top)

    To find out the status of your e-Payment, click e-Payment.

    Can I place a stop payment on an e-Payment?    (back to top)

    Yes, but only if your e-Payment is pending or has not been processed.

    What should I do if my payment has not posted?   (back to top)

    If your payment was made by mail please allow 7-10 days from the mailing date for your payment to be processed.
    If your check has been cashed and it is not showing as posted, please mail a copy of the check, front and back, to the following address:

    SAM'S CLUB
    P.O. Box 981155
    El Paso, TX 79998-1155

    If your payment was made by cash in a Club, please allow 2 days for processing. If your cash payment has not posted after 2 days, please mail a copy of your cash receipt to the following address:

    SAM'S CLUB
    P.O. Box 981155
    El Paso, TX 79998-1155

    If your payment was made by money order, please check with the issuer and mail a copy, front and back, to the following address:

    SAM'S CLUB
    P.O. Box 981155
    El Paso, TX 79998-1155

    If your payment was made electronically, please check with your electronic payment provider, they will advise you on what to do next.

    What methods of payment can I use to pay my credit account?    (back to top)

    We accept cash in Clubs, checks drawn on US financial institutions, money orders, or electronic payments. Gift certificates and other credit cards are not accepted as a form of payment.

    Can I get my payment due date changed?    (back to top)

    At this time, our billing process is unable to accommodate changes to the due date assigned to individual accounts. The specific due dates assigned helps us to provide you with the highest level of service when processing your monthly billing statement. Please accept our apology for any inconvenience caused by this matter.

    How can I inform you of a recent payment I made or will be making?    (back to top)

    You can inform us or a payment you sent or will be sending online! Simply return to the Account Summary page and click the Inform Us of a Payment link.

    What should I do if a payment was posted to my account in error?   (back to top)

    If your statement shows that your payment was received, but it is for a different amount than you sent, please accept our apology for any inconvenience caused by this matter. In order to correct any difference in the amount that should have been credited, please send bank verification to the following address

    SAM'S CLUB
    PO Box 530942
    Atlanta, GA 30353-0942

    The verification should show the difference charged to your account. Upon receipt of this information, we will give this matter our immediate attention.

    What do I do if my balance is a credit? When can I expect a refund?   (back to top)

    For your account protection, only the Primary Accountholder may request a credit balance refund. Please call Member Service to process this request, at 1-800-964-1917, Hours: Monday - Saturday 9:00 AM to 10:30 PM, Sunday 10:00 AM to 9:00 PM Eastern Standard Time.

    I did not receive credit for the merchandise that I returned.    (back to top)

    In order to correct this problem please mail a copy of your return receipt, indicating that the item was returned, to our credit member service office at

    SAM'S CLUB
    PO Box 530942
    Atlanta, GA 30353-0942

    for further research.

    Do you report my account to the Credit Bureau?   (back to top)

    We report the status of accounts to the credit.

    Why does this account appear on my credit report?   (back to top)

    All accounts are reported to the credit bureaus.


  • Contact Us   (back to top)

    For questions regarding  my Personal Credit account, who can I call?    (back to top)

    Please contact our Credit Member Service department for any questions.
    Toll-free number: 1-800-417-8321
    Hours: Monday - Friday 9:00 AM to 7:30 PM, Eastern Standard Time.

    If you are having having trouble viewing your account information online contact our Member Service department at 1-800-417-8321.

    Technical Help   (back to top)

    Browser Requirements:    (back to top)

    To log in to the SAM'S CLUB Personal Credit Account Center you need a browser which is SSL-compliant and has a "secure mode." When your browser is in secure mode, you will notice an unbroken key or lock at the bottom of the page.

    Compatible Browsers:    (back to top)

    We recommend using Netscape 3.02 or later or Microsoft Explorer 3.02 or later. For AOL users, either the 3.0 or 4.0 AOL client for PCs or the 4.0 AOL client for Macs is recommended.
     
    If you are accessing our site with a browser other than those recommended above, you may not be able to login or view your account information. If you would like to upgrade your browser, simply click on the links above and download the latest browser versions for free!

    Is the information that I enter secure?     (back to top)

    We use SSL encryption, an industry standard to protect your account information from unauthorized access.When your browser is in secure mode, you will notice an unbroken key or lock at the bottom of the page.

    Are there any scheduled times when online member service is unavailable?    (back to top)

    Our web server may be down for maintenance purposes daily between Midnight and 6 AM Eastern Time.

    What should I do when I am having trouble viewing my credit account information on the screen?     (back to top)

    Please contact our member service department and notify them of any problems that you are having in viewing account information by calling 1-800-417-8321, Hours: Monday - Saturday 9:00 AM to 7:30 PM, Eastern Standard Time.


    Security Information    (back to top)

    Am I on a secure site even if the padlock on my browser is not locked?    (back to top)

    Your credit account information, credit application and other sensitive information is being encrypted on the SAM'S CLUB Online Credit Center. An encrypted item is scrambled so that no one between your computer and GE Capital Retail Bank (GECRB) can read the message or the information you entered.

    What is SSL?    (back to top)

    SSL is an abbreviation for Secured Socket Layer. SSL technology secretly encodes (or encrypts) information as it is being sent over the Internet between your computer and GECRB's systems. This encryption technology helps ensure that your account information travels securely over the internet and remains confidential.

    What is a "secure session" and how does it help keep my information safe?    (back to top)

    During a secure SSL (Secured Socket Layer) session, data traveling between your computer and GECRB's systems is secured using encryption technology. This SSL technology secretly encodes your information to create a private conversation that only your computer and GECRB's systems can understand.

    What should I do when I have finished viewing my account information?   (back to top)

    When you have finished using a secure area of SAM'S CLUB Online Credit Center, make sure you close/exit the internet browser software (e.g., Netscape, Internet Explorer, AOL). This will decrease the possibility of anyone viewing confidential account information.

    What should I do if I am using a "public" computer?    (back to top)

    If you use a computer in a public place that others may also work and feel uncomfortable that they may view "cached" pages after you have left the computer, you should close/exit the internet browser software (e.g., Netscape, Internet Explorer, AOL) before leaving. This will decrease the possibility of anyone viewing confidential account information.

    How can I tell when my connection is secure?    (back to top)

    To confirm that your information is encrypted perform the following three steps:

       

    1.

    Place your cursor on an area of the screen where confidential information is being displayed.

       

    2a

    With an Internet Explorer browser, right-click, select 'Properties.'

    2b

    With a Netscape browser, right-click, select 'View Frame Info' or select 'View' | 'Page Frame Info' from the browser menu bar.

    2c

    For Macintosh users, Ctrl-click, select 'New Window with this Frame' OR select 'View' | 'Page Info' from the browser menu bar.

       

    3

    Check the web address that you have accessed. If you are in a secure area, the address will appear as https://www. The "s" at the end of "https" means that you have accessed a secure server.


     

    What information do I need to register to view my credit account?    (back to top)

    To successfully register to view your credit account, you will need your account number as it appears on your SAM'S CLUB Membership Card, along with your Last 4 digits of Social Security Number,Email Address,Date of Birth.Please click here to register your account.

    How do I end my online session?    (back to top)

    You must click the LOGOUT link when you are finished accessing your account. If you close your browser without clicking LOGOUT, access will be suspended for 30 minutes.


    Marketing/Advertising (Additional products)    (back to top)

    For questions regarding additional products such as insurance, fee based subscriptions etc. please click here for contact information.