On July 31st 2008 I contacted Nuvell Credit at their 800 number. The number was listed on the monthly bill as 1-800-350-3561. Immediately I knew I was going to be in for a run around because they make it almost impossible to speak to an actual person, but finally I was able to speak to an actual human and request a pay-off amount for my loan.
According to the person that I spoke with I had until August 5th to pay a specified amount. I wrote down this information and contacted my credit union who then mailed the specified amount to Nuvell Credit at their P.O. Box in Greely Colorado.
On August 14th I received a letter from Nuvell Credit, dated August 6th and post marked on August 7th.in the envelope I found the Cashiers check from my Credit Union, made out to Nuvell Credit in the amount previously specified by Nuvell Credit as the amount required to pay the account in full if paid by August 5th, with a note which stated that they could not accept the check because it was not the full amount required to pay of the account.
So rather than apply the check to the account as was clearly my intent, and then send me a letter stating that there was a small amount still required to retire the account, they returned the check to me and allowed the account to go past due.
Immediately upon receiving the letter with the returned check I contacted the "Customer Service" number. As noted earlier This number is primarley an automated line that is not intented to allow contact with anyone who could possibly be held accountable or provide any real customer service. After some effort and speaking with two individuals who would only indentify themselves with a first name I was able to speak to a "supervisor" who gave me a first and last name but would not give a contact number. Again doing everything they can to obscure the process.
As far as their "Customer Service" is concerned it is a total joke. Basicly I was told that they had no record of ever recieving my check, had no record of my ever being quoted a payoff amount, and they would never apply a overpayment to the principle if the check was not accompanied my a note which stated that the overpayment was to be applied to the principle. They also said that there was nothing they could do without specific information on who gave me the pay-off and when.
When all is said and done this company quite deliberately refused to take a payment because it would have paid off a multiple year dept in just over one year, so they returned the check, sent the account into deliquency and collected an additional $345 dollars in interest and penalties.
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