Last January I began the process of applying for an online loan with Sonic Payday... Again in July I tried again - I understood the reasoning behind each and every further request for more information but even then was genuinely frustrated with the process. Items are routinely "lost" but can be found in my account on the website a few days later.
The customer service both on Live Chat and on the phone were always courteous although sometimes the times waiting on the phone and for responses online were sometimes very long. I overlooked this.
Last week I read on consumer complaintss about Sonic Payday and understood the experience all too well but still wanted to try to complete my application - as in the previous times the reasons were credible (I had changed accounts that my paycheck is deposited into... So I had to send a second statement verifying an ongoing deposit.)
Today... I have included the customer service transcript of my experience as a taste of what this company evidently accepts as competent customer service. I also emailed this to the email inquiry section on the website.
I work with people everyday. I work in a welfare office; if I had talked to a client the way this person did - the local legislaturer's office would have my head on a silver platter. The tone and choice of language used is actually worse than how a two year old might be talked to.
I have every intention of repaying any loan received but... If I face this much trouble just getting a loan... I would hate to see how their collection customer service personnel act.
Info: Please wait for a site operator to respond.
Info: You are now chatting with 'Megean'
Megean: Thank you for visiting Customer Care. How may I help you?
You: I do not have access to a fax machine
you: Melisa A. (ssn)
Megean: Please hold while I review your file.
You: was wondering if there was anyway that the fax from last week showed up in your system
Megean: Thank you for your patience Ms A.
Megean: I do apologize but I did not find any new documents
Megean: We will need them in order to proceed with your loan
you: why do items have to be faxed three and four times to you guys...
You: you know... I actually received a telephone call from a cs rep of your
you: telling me that my app was under review
Megean: That was the last documents you sent in
you: this was two days after I faxed these supposed "missing" documents
you: yes... Before these... My file was closed...
You: since... 7/18 or thereabouts
you: unfortunately... It was only a telephone message and I didn't get to talk to the person directly
you: it is almost as if... The docs made it there
you: prompting the reopening of my case...
You: but didn't make it into the overall system?
Megean: The new pay stub and bank statement that we requested is not here
you: it was a 6 page fax and an email last week
you: is it possible that I have two accounts open...
You: one with each verification July's in one...
You: Aug in another?
You: and the person called me about Aug?
Megean: NO
Megean: The last documents we received were on 08/16
Megean: We still need a bank statement showing your direct deposits and your most recent and second most recent pay stubs
you: 8/16 is the date that I have been asking about
Megean: That is fine, we still need more information
you: on the website... The second most recent ones are there
you: July's are listed on the Sonic website
you: for July
Megean: The ones your sent on the 16th were the same documents you sent in before
you: on the website under documents for loan #3
you: there is a six page fax under #5.tif
you: this has the July info
you: I faxed the Aug info
you: on 8/16
Megean: Listen, I can only tell you what your file says and it says you need to send in another pay stub and a bank statement
you: so which months are missing?
You: what dates do the statements/paystubs need to cover
Megean: You need your most recent or second most recent pay stub
you: and what dates do the statements you have already cover
Megean: You also need your bank statement that shows 2 direct deposits. It cannot be any older then 60 days
you: ok...
You: I am still not clear which paystub arrived on 8/16/...
You: is it the one dated 8/1/04?
You: that would be my most recent
you: I get paid once a month
Megean: I dont know as it does not give me a date
you: ok...
You: so... If July's paystub is in that #5.tif file
you: and shows up on your website... Do I need to send that one again too?
Megean: Yes
you: July would be my second most recent
you: Ok. That was my confusion...
Megean: You need to send in another pay stub
you: I assumed if it was on the website then it didn't need to be resubmitted
you: my last two paydays were 7/1 and 8/1
you: if I send those in along with the bank statements that show the account they go into then it should be set?
Megean: You have been told more then once that you need to send in another pay stub and bank statement
you: did you look at that file #5.tif?
Megean: Listen to me
Megean: You need to send in a bank statement and a pay stub
you: I did that...
Megean: If you have any questions other then those two things let me know
you: what is your supervisor's name/
you: and telephone number
you: Those are my only other questions
Megean: Okay, you need to send in your most recent pay stub or second most recent pay stub
Megean: You also need to send in your bank statement
Megean: What do you not understand?
You: I am trying to explain that I have done that... On 7/17/04 and 8/16/04
you: I sent July's doc on 7/17 and Aug on 8/16/
you: You told me you have Aug's
you: I see on the website that you have July's
Megean: No you haven't
you: That is what I do not understand.
Megean: I have already told you that the documents we received on the 16 were the same documents you sent before
you: Did you look at all the dates...
You: they are not the same...
Megean: I am not allowed to
you: they look alike which would stand to reason but the dates are different
Megean: You documents were already reviewed and in the notes it still says that your need another pay stub
you: Did the reviewer look at previosly submitted documents?
You: is there anyway to get a message to them...
You: I really do need the help... I am not allowed to use the fax at work
Megean: You need to send in new documents
Megean: We will not proceed with out thme
you: So if I do that... They will just say that they need one more paystub...
You: the Aug one... The one sitting in another file...
You: sorry... It is frustrating...
Megean: If you do what/
Megean: Your documents are not sitting in another file
you: If i run home and resend July's..
You: I am sorry this is very frustrating
Megean: You need to send your MOST RECENT or SECOND MOST RECENT
you: ok... I am not stupid...
You: just very frustrated...
You: I read about this company on a website
you: and now am beginning to have my doubts as well
you: thank you
Megean: You know what you you have to send in at this moment, I will not continue to argue with you anymore
Megean: Thank you for chatting with us. Please feel free to contact us again.
Info: Chat session has been terminated by the site operator.
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