Got financing on a computer with Dell Financial, kept noticing all these "late" fees for $10 here, $10 there. My payments were due the 14th of the month I paid either on the 13th or on the 14th by phone, only to receive Late fees the next month.
When I called to inquire, at Dell Customer Care, was told need to speak with Dell Financial as that was different company. They would transfer me, only to have "Dell financial" transfer me back to get an explanation for the late fees... Round and round we go.
Finally became fed up, they bumped up the APR to 23.99% because of the "Late Fees" that I never had explained to me, so I requested a payoff quote and had had my credit card company send them a check. (My credit card rolled it over at 8.9%!)
Dell says wait ten days to ensure processing. The 13th day rolls around and still not posted to my account, yet my credit card had its check cashed and posted to my credit card balance. It was coming up on the next 14th due date, so I called into dell (on the 9th or 10th) to see if I need to make a payment so I didn't get a late fee. They said I should "To be Safe" and once the check processes, they will refund the small payment I made (Only made $20 payment to avoid late charges (not full payment).
After I make payment, they transfer me back to Dell Financial Care, so I can follow up once again, on whether or not it had yet posted. That customer service representative tells me I shouldn't have paid anything and that the payment department is a different company and shouldn't have requested I do that. He does however reiterate, they will refund the balance left over once the check goes through. I explain my concern as I sent a check for 1300 to them and no one seems to know where it is? His reassures me it is in processing and will post, if it does not in two days call back. I ask if the payoff quote goes up if not done in 10 days? No, you are locked in at 1300, I put it in the notes as well.
I call back 2 days later, still no check posted. Customer service rep tells me it can take 30 days to clear, when I ask well then am I going to have to keep paying on the 14th to ensure no late fees? No, you shouldn't have had to pay the $20 you already did, just give it time to process and we'll refund you the $20 amount that will be left over. Ask to speak with a supervisor to find out about the "New" 30 day policy. Supervisor says no, shouldn't be that long, since it posted the 11th, give it to the 22st if not there by then, call back.
Jump ahead to the 22nd! Well, the check did go through, and my account is closed! Only one thing, it shows a negative balance of only $7.83 (rather than the $20 they owe me). If I hadn't sent in that $20 payment, my account after receiving my payoff check would have shown a balance of $12.17 that I would have owed (probably with late fees of course). So I decided to call in to find out why my $20 overpay was reduced to $7.83?
Get a rep on the phone, she says that I should get back the full $20 however she is not sure how to set that up since the account is now closed. Puts me on hold for 10 minutes comes back and says "My supervisor says all you are due is $7.83". I ask how that can be, since I had a payoff quote, in writing, and was told numerous time I was due the $20."I dunno" was the reply.
Let me speak to your supervisor,
"Well it will take a while he is busy"
Can I speak to his manager?
There is none.
What's your supervisors name?
Tom. I will get him.
On hold 15 minutes
Speak with "Tom the Supervisor" and asks how he can help. And I explain to him that I paid this off, and was told I would receive my $20 back. He then says no I will only get $7 back. When I ask him why? What did the 12.15 go to? He's reply "You'll get $7.83 back". When I push for an explanation, either "he doesn't know, finance fees, something. "You'll get 7.83 back.
Finally ask for his supervisor, and am told, he is the supervisor. Ask to speak with his manager, he says they aren't in this office. Ask for the number to call, and am told he doesn't have it. Ask for his managers name, he doesn't know. He his the Director of Financial Services. Ok great Tom, how can I speak with him, as he may know why I am out this money. He doesn't know how to contact his boss. I will get my $7 back in a few days.
I ask if this makes sense to him? He says: "You gave us the money"
I told him I didn't make it a habit to give monetary gifts to Dell or anyone else, and really would like to know why I had a written payoff quote contract, and now it is being broken because I "Gave you money".
He said the letter with 7.00 should tell me. And hung up.
Great company... I will be contacting them back to follow up and see if I cannot get another manager or someone who actually has a brain... I will update you.
Stay away from these two timing cash sucking idiots.By the way... Ever heard of a COMPUTER COMPANY not allowing you to pay bills online? Should have been my first clue...
Jeff
Mill Creek, Washington
U.S.A.
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