On 8/23 we submitted a loan request to ACL, formerly Blackcard Loan. While payday loans aren't the answer, we were in a pinch and waiting on a reimbursement check for something else. We received an approval for $600, called and verified all the information and was told the funds should be in our account on Friday, 8/24. The funds were not in our account on that day, we called and they said they would be sent sometime during the day and to check our account in the morning (Saturday, the 25th).
Saturday dawns, still no funds in our account. I utilized the online chat feature at ACL and talked to someone identified as Pamela. She said that funds were sent to our account, that we should call our bank. Now, I'm not a genius or anything, but I am smart enough to check the bank first. When I told her we had, she said there was nothing she could do for us, that we needed to call customer service.
Customer service on 8/25 told us the funds were sent. When I asked that they track the funds, I was disconnected. I called back, was put on hold before even speaking to someone, then was disconnected again. I decided to wait and see what Monday's bank statement looked like. I thought I would give ACL the benefit of the doubt. (See, obviously not a genius)
Monday, 8/27, still no funds posted. I called ACL and we conferred with my bank who verified that the funds were not received. You see, ACL thought we got the money and were just screwing with them because obviously we have so much time on our hands. They launched an internal investigation to see what had happened to the funds, meanwhile I was left twisting in the wind to deal with my financial emergency on my own.
Tuesday, 8/28, no funds posted. Called customer service and was hung up on again after hearing platitudes about how the account was funded and we weren't being patient enough. Requested a supervisor only to hear "click."
Wednesday, 8/29, no funds posted. I called customer service again, was told the funds were lost and that my loan would be resubmitted. I received 3 carbon copied emails in 4 minutes telling me my funds were on the way. Was told over the phone that the funds would post the next day.
Thursday, 8/30, no funds posted. I called and requested a supervisor who assured me, swore up and down, that the funds would post sometime during the day.
Friday, 8/31, no funds posted. I called customer service, the first person who didn't identify themselves told me my loan was funded. I requested a supervisor and lo and behold, after 20 minutes of waiting, I hear "click." Disconnected again.
So I decide to make use of the online chat feature again. Here is the entire conversation, minus the editing of names and social security number. And surprise again, I got to talk to "Pamela."
Please wait for a site operator to respond.
You are now chatting with 'Pamela'
Pamela: Hello there! Thank you for using livechat! How can I help you?
You: My social
is *-*-*, my account was to be funded a WEEK ago. I call customer
service everyday, was told by a supervisor yesterday that the funds
would be in my account this morning. Again, they were not. I tried
calling again this morning and when I asked for a supervisor again I was
hung up on. I've already filed a BBB complaint, my next step is the
Atty General
Pamela: your full name and ssn please
you: Dummy McStupidpants, social, as above, *-*-*. And Pamela, I talked to you
Saturday morning and you told me the funds were in my account.
You: They were not. You told me to call customer service, they wouldn't help me either.
Pamela: can I have a good callback number
Pamela: I will have one of our representatives contact you shortly
you: you have my
phone number. I'd like a good phone number for a supervisor since
customer service can't even seem to connect me to one.
You: Not that I'm surprised, you can't even seem to fund my account like you've been telling me you have for a week.
Pamela: We will have this escalated and you will receive a callback within 24-48 business hours
you: Really? 24-48 hours to discuss something with someone that was supposed to have happened a week ago?
You: And that someone will likely never call anyway, just as you've never funded my account like you've told me daily for a week.
You: Oh, even better, business hours! So it could be another week?
Pamela: We assure that this will be escalated and that you will receive a call from us today
you: which answer should i believe? 24-48 BUSINESS hours, or today?
Pamela: 48 business hours is the maximum but I will make sure you will receive the call Today
you: not that
I'd believe anything from you people anymore. I just wonder what will
happen if the funds never post, will you still take the payments out of
my account anyway? I'm betting you will, cause you may have problems
funding an account, but I'm betting you'll have no trouble at all taking
funds from it.
Pamela: we
understand where you are coming from, again we will have this properly
escalated and will have one of the supervisors contact you today with
regards to your concern
you: Honestly,
you don't understand where I'm coming from. If this was truly
"escalated" and someone actually cared about their job performance and
their company reputation, we wouldn't have been put off every day when
we continue to call. It's been over a week now and nothing has been
resolved.
Pamela: I already forwarded your concern for escalation and you will receive a callback today
you: And I've
already filed a complaint with the BBB as of Saturday when you, or
someone else claiming to be "Pamela, " told me you did your job. I'm in
the process now of filing a complaint with the Ohio Atty General.
Pamela: I will have that noted on your account
you: Whatever,
not that I think this information will make you or anyone else there
actually follow through. But maybe our experience with you will get out
and when other people have a financial emergency, like we have, they'll
turn to a company that actually cares and will do the job they say they
will. Oh, and I love to get phone calls telling me how much of a VIP I
am. Some VIP treatment I'm getting.
Pamela: would there be anything else?
Pamela: Again we apologize for the inconvenience
Pamela: I have escalated to our supervisor. Please wait for a call back anytime today.
You: Yeah, you
could finally fund my account. Oh wait, you don't seem to be able to do
that. You could also send me the stupid mp3 player that you were
supposed to last spring when I had a loan from there. I guess I got off
lucky that time, since the funds actually were put into my account.
Pamela: Again, I have escalated your concern to our supervisor. Please wait for a call back anytime today.
You: I hope you
get to experience the level of satisfaction in your business dealings
today as I've been granted by your company. I'll sit by the phone and
wait for the call I'll supposedly get. I've nothing better to do with
my time.
Pamela: Again we apologize for the inconvenience that it may have caused you. Please wait for the call anytime today
you: I've
enjoyed your attitude, now run along and tell other people that you've
funded their account and to call customer service so that they can be
hung up on. I bet you're proud to work for such a reputable company.
Pamela: would there be anything else?
You: Nothing you seem capable of.
Pamela: Have a good day
you: Not bloody likely.
Chat session has been terminated by the site operator.
And yes, I had some attitude myself, but I've been dealing with their lack of ability for over a week. Had they done their jobs the first, second, third, etc, time they wouldn't have had to listen/read my attitude.
And yes, I've actually filed a BBB complaint, and am in the process of filing a complaint with my states atty general office.
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