Below is a letter I sent to them through the mail. I think it explains it all.
To Whom it May Concern:
I would like to voice my disappointment with your company. I will never recommend anyone use you for loans or any other service! Your staff is rude and uncooperative, and you have major problems within your mailing department.
I mailed out a payment on 3/23/07 for my bill due on 4/3/07. As of today, my check has not yet been cashed. I called customer service to see what was going on, and was informed that my payment had not been received. The woman informed me that I could pay over the phone for a $15 fee. I explained to her that I should not have to pay the fee because this was out of my control, and asked to speak to a supervisor.
She snapped back at me, I am the supervisor! I stressed to her again that this situation was out my control, and stated that your company or the post office was at fault. At that time, she transferred me to the collections department, stating that they might be able to waive the fee.
I again explained the situation to the woman in the collections department, also noting that I was not at fault, and should not have to pay the fee. SHE LAUGHED AT ME!!! And said, while laughing, We do not waive fees. She told me that my only options were to pay over the phone, mail a check next day shipping, or accept a late fee. I was appalled at the attitude of this woman, both of them actually. I don't understand how you could let people like this talk to customers. I work in retail, and if I ever heard one of my employees talk to customers that way, I would fire them on the spot.
In addition to this horrible experience, there have been several occasion when I have not received my bills in the mail. I was forced to call customer service. No one could ever give me a reason why I didn't receive the bills! It almost felt as if they were implying that I was lying. I also find it very inconvenient that I cannot access my account information or pay online.
As a result of your company, I was forced to pay $15 to send in a payment that I already sent in, I had to pay my bank to put a stop payment on the original check, and I had a HORRIBLE customer service experience. Thank you! I look forward to the day when I pay off my loan and never have to deal with you people again!
Christine
Garwood, New Jersey
U.S.A.
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