I received a call today claiming I was in past due status and overdue in my account. I said the issue was already resolved last week on the phone with two of their customer service reps. Last week I spoke to two different people about my status.
Apparently I added an extra digit to my account number when making my online payment (which was my very first payment in a 48 month fixed pay plan). I did not catch this error because I did recieve a reciept for my payment, and the computer & next billing statement also said it WAS withdrawn from my bank account and was applied.in paper it said the payment WAS made, but it was NOT showing up. I was confused. I called and inquired. We discovered the extra digit in my account number was the problem.
I asked for the late charges ($29 for the return check fee? And $35 for the late fee!) to be dropped ($64 total) because they didnt try to withdraw the funds until 6 days later (online they said it would be withdrawn in 24-48 hrs). They could have informed me ontime that the payment could not be properly processed, which would have avoided the late charges. Also, they could have called with this problem (since they have no problem calling me now for money!) and it would have been adjusted immediately. Also, the payment was made on time with a legal payment in full with money in the account. The honest error was fixed immediately on my part, once they actually notified me, weeks later. And they also told me the payment was recieved and I had to call to actually figure out what happened... No one notified me! They just started charging me for payments they said they already received!
The customer service rep said she would drop the $64 in charges and fix any penalizations going along with that... Which was hundreds in finance charges and raised interest rates and over due status penalizations. This was all fixed.
I called back fifteen minutes later to confirm this with a second agent and asked "if the charges were removed, how much do i owe you now? She dropped the charges and told me to write a check for $396, instead of $460. I wrote it while on the phone with her. Supposedly these conversations are recorded which i thought was for my protection. Well, apprently not.
I was then contacted a week later (today) and told that I am still in past due status and owe this money! What?!?! I spoke to two people who dropped the charges. The second person said I could remove them from my payment. So I did. Today, the rep told me "thats not how its done around here. You need to speak to a manager. You owe us this money." I told her this is only $64 dollars out of the $9000 I owe you. You dropped the charges and removed them from my payment... Why do I still have to pay you and all the finance charges in addition? Why am I penalized for her mistake? And why do I have to pay if they were already credited back onto my account!?!?!? THIS IS CRAZY!!?!!
She then put me on with a manager. (Mind you, I was calm, quiet and reasonable this entire time with all the reps.) She got on the phone and actually screamed at me raising her voice so loudly I moved the phone at a distance. I quitely asked her to lower her voice and talk about this. She said I was a LIAR and that this company would not drop those charges and tell me to write a check for a lesser amount... That the charges would be credited but I still must send the full amount and take the penalizations of overdue status... Which Im not sure what that is because she wouldnt do anything but scream about $64. She said the message was recorded and I was lying. I told her if they were recorded she would know I am not lying, but actually telling the complete truth. She refused to then let me utter a syllable... She screamed again and then HUNG UP ON ME! I have never been treated so disrespectfully ever by a company who was completely to blame. Especially over a measly $64 dollars. But now the $64 will grow into probably $10,000 by the time i pay them off, due to penalizations with finance charges and over due status. I have no idea what to do and cant get anyone to help adjust the situation. I need to get my account back in good standing, remove their nonsense and addition finance fees and late charges. Otherwise instead of $9000 over 48 months, its gonna end up looking like $20,000 in 8 years! What can I do to stop the madness?
Is there any way to get my interest rates and additional fees adjusted? This was my first payment to them and already its totally under lockdown to screw me over and ruin my credit status forever! I have good credit. I can't let them ruin me and over charge me thousands in the end and ruin my credit history!
Melissa
&, Massachusetts
U.S.A.
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