Wachovia Dealer Services is by far the most unfriendly company I have ever dealt with. Rather than being skilled at customer service, they seem more adept at making excuses and blaming the customer. All of this started over a petty 80 dollars in late fees for a balance I didn't know I had! This is after I have paid them approximately 12 grand over the past 30 months.
When I was told (in October) I had no more payments by one of their reps I took their word for it. HUGE MISTAKE! They never even sent a statement or called to let me know there was still a minimal balance, I had to call them! When I did I was told that statements were sent (funny I got one for September but not October or November) I didn't even receive a December statement until 11 days after I called for a duplicate statement.
The second rep I dealt with in December stated they would not send another statement for December since they already sent one. She also claimed they had tried calling numerous times and that our phone was disconnected so they couldn't get through according to the notes in the computer. Isn't that odd since I haven't had a service interruption and was receiving other calls made on the same days that they supposedly tried? She also claimed they had sent the prior 2 months' statements.
When I brought up that I was not comfortable paying late fees on a balance I didn't know existed she suggested that I make a payment, wait until it posted and call back to discuss the late fees. I fell for it. When I called back a week later I got every excuse in the book and a whole different story from yet another rep.
This rep claimed that when they called no one answered the phone. I asked her why they wouldn't leave a message and was told that I should have seen it on the caller id and called back. What?! She then went on to tell me about the statements that I never received that they are not responsible for the mail service. I hadn't been aware of the fact that apparently I was responsible for the mail until talking to her. I'm glad someone finally let me know.
So I am now forced into paying 4 months of late fees that accrued on a balance that I was assured didn't exist. And to top it all off, the rep that gave me that info refused to get on the phone and talk to me. Nice. I got excuses, I got blamed, and now I'm getting ripped off. It leaves me wondering why they have a "customer service" department in the first place. And this is a reputable company? Yeah right.
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