I have had my car financed with Household Auto Finance Corp. For almost two years now. Never had a problem - all my payments have been on time and with sufficient funds. I chose to start making "convenient" online payments on their website a few months ago. Due to a glitch (that no one is taking responsibility for) my payment did not go through my CHOSEN account and they are now trying to put me in collections! Now it's never ending problems with them, unbelievable and horrible customer service, and the run around - and I am FURIOUS with them!
In more details, but shorter version, this is what happened: I submitted my normal payment on December 13th online. I went on vacation due to the holidays and noticed that the payment hadn't cleared my account by the time I had returned. When I followed up with it online, it showed it had been returned for non-sufficient funds. Thinking, well it's the holidays, perhaps I didn't balance my check book correctly, I resubmitted another payment on December 30th (I am obviously willing to accept that I could have made an error).
A few days later, that payment was returned for non-sufficient funds, too. Now I knew that was no way possible. So I contacted my bank and they informed me that there were sufficient funds in my checking account - both times I submitted my payment. They also informed me that HAF was trying to take my payment from a linked savings account (the same account number) that had not been in use for almost a year!
Online, you have the "convenient" option to save all account information (which I did the very first time I made my payment online), including what account the funds are to be taken out of (a checking or savings account from a pull down menu). Every time you access the website, you can "conveniently" skip that screen, instead of re-entering ALL the bank information again, and continue to the next screen to submit your payment. Some how, my account changed from what I had chosen, which was my checking account to my saving account!
When I contacted HAF to figure out why this had happened, I was transfered numerous times, cut off in mid-sentence, and yelled at! In 3 hours, I spoke with over 16 people! Everyone told me that the website was not HAF's responsibility and could not help me. They told me it was True Pay's responsibility and transfered me to True Pay, whom never took responsibility for the website either, and would transfer me back to HAF, saying it was HAF's responsibility.
Finally, I spoke to a representative at HAF who informed me that I could have this investigated. He told me to submit documents from the bank backing up what I had told them (sufficient funds were in my checking account when payments were submitted, savings account not in use for almost a year, etc.).
I also decided to send a copy of my good payment history relating to previous online transactions from the website, which is when I noticed by just using the "continue" and "back" buttons, that the pull down menu would change from savings to checkings, and vice versa. So I contacted HAF again to inform them that there WAS a glitch on the website, and that I could prove it. That representative informed me that I was not the only customer who had experienced this! After putting me on hold, she asked for a phone number I could be contacted at by a supervisor.
It has been a week today, and I still have not spoken with a supervisor yet. HAF says that a supervisor has tried to contact me several times on my cell phone, but I can prove I have not recieved any calls from them and no one has left any messages. The only call I have recieved is from a collections representative at my place of work! I called the company and yelled at them - had they not seen the notes on my account stating that my account was under investigation? I had already informed them that I had a payment in the mail, and that when they recieve it, to check the post mark!
I've also informed them that this better not hit my credit history, because after the investigation is done and proves I did nothing wrong, they'll be hearing from me again! Has anyone reading this ever experience this problem with the website? Have you let them know? If not, please do. For everyone else, WARNING - their website is not reliable way of making payments!
Megyn
Kent, Washington
U.S.A.
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