This is the email I sent Wachovia today, I think it accurately describes our situation:
Hello.
I am writing this letter in hope of a resolution and because of the outrageously disrespectful manner in which we have been treated on more than one occasion.
My husband and I have been having financial problems now for several months. We owned our own business which unfortunately failed, and mine was the only income we had to live off of for several months. Being in the small town of Seaside, Oregon, there were not many job opportunities for my husband and so we decided to move to Las Vegas. I am happy to say that within 2 weeks of moving, my husband and I are both gainfully employed.
Before we moved however, I had set up an automatic payment with a lady named Melissa. She was very nice to me on the phone at that time, but unfortunately that was not to last. There were some unexpected problems with our bank account and the payment did not clear. When I found out this happened, I gathered together the only money we had ($700) and went to my mother's house, gave it to her, and we called Wachovia and made the payment with her account instead.
About a week later, I received a phone call from a woman named Tracy on my voice mail. I promptly returned her call, what I was met with was less than polite behavior. She informed me that the last payment I made had bounced. I told her that I didn't understand why because it was my mother's account and she had over $10000 in that account but that I would call my mother to find out what happened and call her back. I called and spoke with my mother immediately who checked her bank account online and said that the payment had posted to her account on 7/30. I called Tracy right back and let her know this, and she continued to argue with me for over 15 minutes about how I was wrong, that the bank was wrong, that we needed to call the bank, etc. Finally, she decided to check some other information, came back on the phone, informed me that it was the previous payment that had bounced, was rude about it, never apologized for the incorrect information, and continued her extreme rudeness. She asked me when I was going to make my next payment and I told her at that time I wasn't prepared to give her an exact date because I didn't know what our finances were going to be like but that I would make every effort to make a payment as soon as possible, and I meant that. However, Tracy informed me that that was not good enough and continued to lecture me. I was finally so upset that I hung up the phone. I couldn't believe how I had been treated. She then proceeded to call me THREE TIMES in a row within less than 5 minutes. That's just about what I would call harassment. At that point I had no interest in speaking with anyone because I was trying to do what I could to get the situation resolved and was being treated like an unruly child.
I would also like to say that I gave Tracy my new phone number when I called, and that I had given it to the previous person I spoke to when I made my payment as well. We also informed Wachovia that we were moving to Las Vegas but did not have a permanent address yet. We are certainly not trying to hide, but I also don't expect to be harassed EVERY DAY. I receive a voice mail from Melissa every business day, sometimes more than once a day, and it's got to stop! Why would I want to call a place that is only going to degrade me and treat me like dirt when I'm trying to do the best that I can?
Today, Melissa left another voice mail. My husband wanted to speak with her since he knew I was still upset by the way I had been treated. He called Melissa and spoke with her briefly, and this is why:
He called Melissa to make payment arrangements, letting her know that we were both now employed and would be receiving our first paychecks within two weeks and would like to make a payment at that time, and every two weeks thereafter until we caught up which wouldn't take long. What he was met with was a rude rebuff, Melissa informed him that Wachovia just didn't want to deal with us anymore and that our arrangements were unacceptable, that we were going to be taken off the registration, and that she was going to call the sheriff's department and have us arrested for theft. HOW RIDICULOUS IS THIS?
I have an extensive background in customer service and collections, and I understand how hard it can be to get people to make their payments. But in my years of experience, I have never treated anyone that way nor would I expect someone else to treat me that way, especially more than one person from the same company. I am considering reporting your company to the better business bureau unless there is some resolution. I can't think that we are the only customers who have been treated this way by Wachovia, especially after the things I've just read online.
Theresa
Las Vegas, Nevada
U.S.A.
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