Citi Financial Auto: At the end of April, Citi Financial Auto phoned me about my car payment that was due on the 27th of April. I told them I was starting work and had been unemployed since December 19th. I told them I knew my payment was late and I would be sending it as soon as I got paid. The woman I talked to was very polite and sympathetic and told me about a reduced payment plan they had for hardship. There was a reduced payment for a year that required lots of paperwork to show what I was making, and a short-term plan of 6 months. I believed that now that I had finally found work, I would be able to rise above my economic state and pay regular payments again at the end of the six months. She took my information and said that I qualified. She told me they would be letting me know what my payment would be and I would hear from them.
When I got my money to pay them a few weeks later, I called them and asked about the paperwork. The woman who answered said the payment would be $146 dollars and some change, and she had no idea why I had not received my paperwork on this. She would look into it. I called back, and a woman in South Carolina with an attitude said I never had an agreement. She said they never offered you anything. I asked her how I would know what my payment would be and how long the agreement was for if I had not been told about the agreement. I told her they offered it to me when I was about to be homeless. She told me that if I was homeless I should go live in a shelter and that they had never offered an agreement with me.
I talked to another woman who said the agreement failed because I had not returned the papers that were sent to me to sign. I asked if they had my correct address, and they did. Ms Hinson promised that if I made a good faith payment, then the paperwork would be sent to me and everything would go on as planned for the six-month reduced payment arrangement. I sent her all the money I had, $161.62, and they charged 14.95 to process it. No papers came. Miss Moore promised an agreement at 1-888-433-5106 for $320.58. This posted to my account on August 1st. I mailed payment to them. I talked to Mike at 877-255-7212, and he claimed we never had an amendment agreement. I told him it was a short six-month change. I told him I would be reporting this company to the Better Business Bureau, as this was terrible customer service: promises were made, money was received, and then there was no help.
Greta at 972-653-9224 is in TX, and this is a direct number. After talking to her and her checking in on why I had not received my arrangement, she said she would handle it. We talked three times over the next two weeks while I waited for her fax to arrive. I had given her our hotel fax number. Then she stopped answering her calls even though she said she would be there, and she never returned any of my left messages. I talked to the shipping customer number 800-486-1750, and Miss Thomas at manager level passed me to Samantha Quick, who refused to help me. I was given a collections number, 1-888-433-5106, again, and no one there can help.
9-8-09: I talked to Vaughn in TX at 877-575-2838, and he told me my supervisor was Mr. Lancaster and gave me this number to talk to him: 1-888-433-5106. I called this number four times and got everywhere but Colorado. I was even talking to someone in the Philippines. No one can help or transfer you to the number of a person who can. I talked to someone about needing to ship the car, and they said they could not help me because my account was not up to date. They had no idea who I could talk to.
9-14-09: I talked to someone about needing to leave for the mainland to get a job there and needing a letter to ship the car. They called me from an unknown number. I was transferred to Tonya Dobson, and she said her direct number is 303-649-7001 at extension 49036. She had me talk to Philip Samson, who walked my information to the head office. He knew what kind of letter I needed and everything; he had lived in Hawaii and had to do the same thing. He was polite and helpful for now. We talked about having to give up the car if I could not move it to the mainland where I had work. Tonya came back on the line and said they rejected the reduced payments and claimed that they had switched policy midstream between my first offer from them and the present day. She said they refused all offers because people were still losing their cars due to unpaid bills. She said she could arrange for someone to call me for pickup before we left Hawaii if I couldn't make that payment. Now they were offering a $110.00 amendment and the letter to ship the car. I told her I did not trust the company, as I had sent them money two other times and they had lied to me. She promised to make this happen, and that she would answer her direct number and deliver the paperwork to the correct offices so I got my letter to ship in time. She said the letter people needed up to three days to prepare it.
9-15-09: I sold a bike last night and have the needed money for the arranged payment. I am trusting them to keep their word again as I give them my last money needed to survive here in Hawaii. I called Tonya's personal direct number, 303-649-7001, and found it goes nowhere. It transferred me to another woman who said she could not transfer me and refused to help after I explained that I needed to talk to Tonya and that this was arranged yesterday and is time sensitive. She hung up on me. I called back that number, and another woman was friendly but could not transfer me and sent Tonya an email to call me. An hour later, nothing. I tried that number again and got sent all over the place and put on a wait list as operators were busy. Finally, I got someone who sent me to Tonya's office number and just caught her as she was leaving her office. She slipped up in the conversation and said she got the email, and I had just caught her in time. I asked for the information to post the required amount, and she gave me the address and told me she noted the account to have them contact her first thing in the morning. She said she wrote a note to self to do this at 6 am when she arrived in the office. I told her to call me even if it was before 8 my time so we could get the shipping letter processed. She agreed and noted the account that I had said to call her back early. (Another operator read the notes to me the following day.) She promised to call and hand deliver the letter to the appropriate offices and stated she knew a supervisor that worked in the department that writes the shipment letters.
9-16-09: I spent the day on the phone with several people from Financial Auto. Tonya never called, and I could never reach her. I was put on hold for 25 minutes two times and then disconnected. After 5 hours of placing phone calls and getting nowhere, I quit, as their offices were now closed. No response and no fax and no papers for shipping my car. I got a Miss Hampton to give me Phillip Simonton's number, 303-649-6823, but it just goes to his voice mail. He is supposed to be a vice president. I left messages and got no return call.
9-17-09: I leave Monday for the mainland. I will try again today. After reading reports about this company, I doubt I will have a car on the mainland. No one helps. It is funny how the same names keep popping up in the reports, along with all the promises and verbal agreements ignored. Is there someone who can stop this corrupt company? My credit will be ruined, and I will have no car if they don't honor their agreement, and they took our last money to eat and live on until we leave on Monday.
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