Hello to every unsatisfied customer fo Drive Financial Services. Every one of you are correct about their services... They suck! You think it's bad to be a customer? Try being an employee, it is even worse, please believe! I state this because we know how you feel.
Nine out of ten calls is another customer yelling at us, the representative that has no authority to change or do anything to make anything better! This is very frustrating.
For anyone who is reading this, we has representatives have to verify ALL info on accounts if you as a customer call in before we are allowed to release any info on the accounts to you. This includes your 1st & last name, home address, home & work #, name & address of your place of employement, the mileage on your car, the insurance company on your car, & the location of your car.
For some reason this is very difficult for our customers to do, and we representatives understand IT IS ANNOYING!!! It is annoying to us as well, and only makes it more annoying when we have yet another dis-satisfied customer giving us a hard time about it. If we don't verify it & our supervisors listen to the call, WE DO GET FIRED!!! So for those of you who say we representatives suck & our customer service skills suck, don't blame us, we don't make those rules we only have to follow them if we want our paycheck.
Just like they mess up your loans, they mess up our paychecks too. We will work for 10 hours a day & our paycheck will only reflect 7 hours paid, then they state to us that their system is right & we did only work 7 hours. They seem to like to do this on a weekly basis, and this is NOT an exaggeration! Then they supposedly accidently over paid me, and as I'm sure you guessed, they were all over that with quickness & you bet they want their money back now.
This company is so screwed up and the consumers don't know the half of it. We are instructed at times to give incorrect info about the processed. A number of services are out sourced to 3rd party agencies, we are not allowed to tell you that though. The third party companies aren't given correct contact #'s for serious account issues, no one has the phone # to accounting, accounting has no clue what they are doing!
Extensions, re-modifications, and vehicle repair assistance is all done through the Dallas office & half of the time they don't do it right & they don't explain how the extension will post or that if you make a partial payment for the extension that the remaining balance from that payment will not be extended to the end of the loan term but that it will be due with the next month's payment. Then the customer calls back yelling at the innocent representative who answered the call only to have to take sh*t for something they know could have been prevented if it was only explained to begin with.
No dis-resepect to the customers, because I do feel you, BUT STOP YELLING AT US!!! It only makes it worse, and only makes us want to hang up on you & hope no one helps you ever because your so nasty & foul mouthed over the phone because it is rare we are able to help with the tools we are given from this awful company. The only assistance we can offer is the do-it-yourself assistance, which is to tell you which resources to go to outside the company in order to get your situation taken care of. We can't fix anything right then & there, we have to fill out a hand written report & turn it in to & it goes to some where that we have no idea of & where they are going & who ever is getting them isn't getting the issues fixed, even if it is a simple mis-applied payment or a reallocation of a payment.
Another thing, if you call in demanding to speak with a supervisor, half the time our supervisors won't get on the phone to help you, because there is nothing they can do to help you either, so they leave us reps to deal with the sh*t. This is why we always try to find out whats going on first before we ask for their assistance, and half the time if they tell you they will get one for you, it's really another rep because the supervisor wouldn't take the call.
We don't currently report to the credit bureaus, so if your account was behind when we last reported it, good luck contacting us to re-report now that it is in good standing. And if your account was last reported in good standing, you got lucky & you should probably try to refinance your vehicle now. If you paid off your car, good luck getting your title, it's an outsourced company that Drive Financial Services uses & hasn't updated the rest of us with the new contact info on yet, so we don't know where your title is or when your gonna get it.
Nothing works at Drive Financial Services except their dialer, for those of you who don't know what that is, a computer system calls you, not an individual person. We only find out who we are calling once your already on the phone. Even when you have made your payment through a post dated check the dialer will still contact you back, & even then we are STILL required to verify the account info name, home add, home & work #'s, name & add of your employer, insurance, mileage, & vehicle location! Although the majority of the reps now found a way past having to do that through a technical glitch in the dialer system in how we code the outcome of the call.
Drive Financial Services doesn't treat their employees very well & we get ripped into all the time, although we have no authority to make any of the decisions we just have to follow the decisions the company heads have come up with themselves. And they suck, that is why I quite as of today.
Anonymous
Dallas, Texas
U.S.A.
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