Please find below my letter to Dell Financial Services detailing what has occurred so far.
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I purchased a Dell computer in the fall of 1999. Just recently I called an 800 number back that was left in a voicemail message on my work phone. I had received it maybe one other time a month or so ago. Thinking it was a tele-marketer I never called the number. With some time to burn waiting in an airport after driving 30 hours in two days to take my son back to college I come to find out that I am being accused of not paying my bills. I was told that I owed $515.00 for a computer I paid off after I sold my house several years ago. To say I was upset is the least that could be said. I don't not pay my bills. My credit history will show that. So to be accused of such a matter let alone four years after I paid it off is very unsettling. Just what I wanted to have to deal with before I even step foot in my hometown from a vacation.
I paid this computer off when I sold my house years ago. Did I keep the paid in full document? No I don't keep every single paper to document every single purchase I have made in my life. I am 52 years old and this has never happened to me before or have I ever heard of it happening to anyoneso I guess you can see I never saw the need. I am now going to have to pay my bank $25 an hour to research and find the check that I paid you off with and pay $4 a copy for every single check they look at. I don't owe you any money!
Very paraphrased I spent almost two hours this morning on the phone with Dell Financial Services employees. Oh how I wish I would have asked and written down each name. But then again there were three that I could hardly understand and had to repeatedly ask them to repeat what they said. Let me preface the rest of this story with I don't curse and am a very respectful and patient person. So to be this upset only indicates the capacity of poor customer service, lack of training, and incompetent employees you employ. Since I was at work and couldn't spend the time I did this morningafter I was hung up on by a Lisa in Collections Recovery I waited until this PM to make another attempt to get some answers. It was in the PM that I called and actually spoke to the exact same person I started off with this AM. Her name is Diane and you should keep her on forever and give her a bonus and a raise. Oh my goodness! She pulled up my screen to see that not a one of these other people even made a note on my account. How accurate can the handling of an account be if no one is so much as making note of what occurred?
Speaking of accounts - I have been told today that I have a business account and also a lease account. And amazingly I don't have either! When I did buy the computer it was for personal use. Another example of inaccuracies surrounding my old account.
In speaking with Lisa (who hung up on me) I asked just what address they were sending any correspondences to. She told me 2941 &, &. Okay, since there is no such address how could anyone have ever corresponded with me? When I bought the computer I lived on 2941 — , — . I then moved to a — , IA address for approximately two years and then to my — address a couple years ago. (And yes, I filled out a change of address order) Now how anyone got &, IA 52302 tacked on to my old address in — is beyond me. And no, I did not give anyone that address. When I left — in — , I never even so much as thought about ever moving to Marion, IA and didn't for several years. So this is another example of inaccurate records on Dell Financials' part.
Another very disturbing element to this situation involves the phone numbers I was given to even so much as reach you. I started off with an email yesterday to Dell who returned an email to call you at 1-800-283-2210. The recording asks for my zip. I input the zip and I proceed to listen to the details of someone's account. Their balance, their last payment date and amount, and their credit line. All this by typing in a zip code? It was at this point that I could wait for a Customer Care Rep. Which were Diane twice, a Richard, and a couple others I didn't ask their names? Lisa in Collections was incredibly rude. Now I would think that someone in this department has surely worked with an upset customer. Let alone someone that has been accused of not paying their bills and four years after the fact that I paid it off. Upset? You bet I wasI also know from experience how to speak with someone in a very similar situation and let's just say Lisa doesn't have a clue how to treat customers. I most definitely was questioning her about the address situation. At that point in time it was getting unbelievable. And she tells me that I gave the address to Dell and that is all she has to work off of and I need to call Dell.
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I tried calling several more times to be told that no one knows anything about my account and I need to call the collection agency's number. Hmmmm. Strange they did the first time I called. They are as inept as Dell's people. I was passed around to three different people. They had no record of me calling back and then requesting info to be sent to me. Great. So their records are worthless as well. The guy then tells me that he will contact Dell and tell them that I am disputing this account. That has been two weeks ago. Haven't heard a word. Mind you that I am not even sure what month this account was paid off or the amount.
Who else is Dell Financial trying to double charge?
Teresa
Marion, Iowa
U.S.A.
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