This a copy of an e-mail I received after contacting BBB read from the bottom up.
To: "April Jones"
Subject: Re: Reply from Americredit
Date: Friday, December 26 9:59: 50 AM
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Ms. Jones
This is not completely accurate. I recieved a notice of reposession in November. I contacted Americredit and inquired about the notice. They informed me that in order to keep the vehicle I would have to pay $1759.00 by November 12th. That was less than 10 days notice. I told them that I did not have the money and I pay my rent on the 10th. They replied how could you not have the money, you just went bankrupt. Although, her question was not professional and did not deserve a response. I explained that I have been asked to provide huge deposits on utilities etc. After being belittled, I asked to speak to a supervisor. After leaving messages for four days without a return call, I made contact with Jeanie, supervisor on the 5th day and explained my financial situation, she agreed to accept payment and requested that I contact her with transaction number provided by Western Union.instead of paying my rent, I paid $1200.00 via Western Union and as directed, I left a message for Jeanie informing her of the Western Union transaction number and that I overlooked that a week prior I obtained car insuranace and I contracted with Liberty Mutual to take payments out of my check and the 1st payment began that pay period. I also explained that I had to aquire my medication and not having my medication was life threatening because they affect my brain and my heart. I offered verification of my claims and asked that she please return my call. I did not get a return call. I paid $100.00 the following week and I called Jeanie and left a voice message that I had an eviction notice and I had to pay my rent and late fees of $1360.00 plus 5.00 per day to avoid eviction and I would be able to pay remaining cost of $459.00 plus last months payment on the 10th. I did not get a call back regarding either voice messages. On December 8th, I was informed by my administrator at work that someone with a badge was in my office requesting to see me. It was a representative by the name of Junior and he was there to inform me that he was at my office to repossess my vehicle. I was shocked and embarrassed to say the least. I had not a clue that my car was going to be repossessed because it was obvious that I was making an effort to make payment and I was in constant communication. I attempted to explain to Junior, the man repossing my vehicle, that I had no updated information that my car was going to be repossessed. I attempted to contact Americredit at or about 4:00 PM Pacific Standard Time and I was not able to make contact and my vehicle was repossessed. I had no way home. It was dark and cold. I was at a lost. They didn't come to my home to repossess my vehicle and no notes left at my door.
I called Americredit the following morning to inform them that a friend was going to loan me $1000.00 and I could wire it that day. That should of covered the remaining cost of $459.00 and one month payment. I spoke to a representative who told me that I needed more than $1000.00 because as of 12/09 I owed towing and storage fees, the $459.00 remaining and a car payment for November. All fees totalling over $1600.00. I told them that I just paid 1300.00 in November and I did not have the $1600.00 and I can't pay my rent late again because they may give me another eviction notice. I asked for payment arrangements and was denied.
I was shocked and it was obvious that I had been manipulated into paying fees for the prior months I was in bankruptcy, Americredit had set me up to fail and intensionally repossessed my vehicle for the remaining cost of $459.00 and then charged me additional fees so that there was no way I could get my vehicle back. The interest was at 24% so to let me keep the vehicle would give them more money. Be that as it may, Americredit had not only solicited payment from me which is illegal according to bankruptcy law, but was in practice of extorting money from me.
I contacted Americredit on Thursday to obtain information on the vehicles whereabouts so that I can obtain my personal items out of the vehicle. I spoke to a customer service agent who stated that he did not have the information and had to transfer me to the right department. I spoke to a customer service agent, explained what I needed and her response was do you want to keep the vehicle. I was puzzeled and responded that I did but I was told that it was not an option. She said we (Americredit) can do a deferment. I stated that I asked for a deferement and Americredit told me no. She stated that she didn't know why because I am eligible for a deferment. I was in disbelief. I explained my previous experience, I no longer had the vehicle and the extra fees. She gave me the name of the company who was holding the vehicle. I thanked her and the call ended.
I attempted to google the name but there were similar names and I was not able to contact them. I called Americredit back and asked for the name and address again. I spoke to a male customer service agent and he transfered me to a representative. I spoke to another female who looked at my case and explained the same option of deferment. I was upset. I thought the first representative that mentioned the option of deferment was a fluke but speaking to a different representative offering me the same option of deferment made me ill. I explained my experience and money transfered and that I was assisted finacially by friends in the purchase of a new vehicle. I received the contact information for the company that was holding the vehicle.
Upset about the option of deferment, I attempted to contact Kenda another Supervisor in the bankruptcy department to request a refund of $1300.00 money sent in November. I left 3 messages and no response. I finally made contact on the fourth call. I explained the situation and the option of deferment that was denied to me. Kenda's response was that the representatives/customer service agents do not represent the bankruptcy department. I inquired what can the consumer rely on when calling Americredit. I made a request for a refund. She denied my request and stated that I owed that money for previous months. My reply was that I was in bankruptcy for those months and the money was paid in an effort to keep the vehicle that was repossessed. If the vehicle was going to be repossessed, I would not have paid the funds. I informed her that I had the vehicle in November, I would be willing to pay for November and to please send me the remaining funds. She denied my request.
Americredit practices are unfair to the illinformed, disadvantage and the consumer in general. Americredits tactics are borderline illegal and similar to those of organized crime. They are in the habit of preying on the credit challanged and operate using bate and switch schemes. I am still requesting a refund.
I will be contacting the Attorney General's Office in Texas and Washington State and have contacted the BBB.
Sincerely
Original message
From: "April Jones"
December 24
RE: AmeriCredit Account:
2007 Suzuki Forenza
Dear...
This letter is being sent in response to your recent letter forwarded from the Better Business Bureau.
Our records indicate that on November 3 you called in to advise that you wanted to pay $1,000.00 on November 25 and $1,000.00 on December 25. At that time the representative advised that the Cure Letter stated that you would need to make $1,759.29 due on or before November 12 and that arrangement was unacceptable. On November 5, you called in asking if you could pay $1,500.00 on November 11 and you would pay the remaining balance on November 25. We agreed that we would allow t his arrangement.
On November 11, you made a payment of $1,200.00 and on November 22 you made a payment of $100.00, which does not equal the $1,759.29. The decision was made to place the vehicle out for repossession on December 4 due to your failure to abide by the arrangements. We are unable to comply with your request to refund the $1,300.00.
Thank you for bringing them to our attention.
Sincerely,
Cassie Neighbors
Regulatory Compliance Analyst
Legal Department
April Jones | Consumer Specialist/Philanthropic Advisory Coordinator
Tel: 817-332-7585
Fax: 817-882-0566
Email: [email protected]
www.fwbbb.org
Better Business Bureau at Fort Worth
101 Summit Ave, Ste 707
Fort Worth, TX 76102
Better Business Bureau at Fort Worth serving
Tarrant, Johnson, Hood, Wise, Parker, Erath, Somervell, Palo Pinto Counties
101 Summit Ave., Ste. 707
Fort Worth, TX 76102-5978 USA
817.332.7585 800.621.8566 817.882.0566 FAX www.fwbbb.org
December 26
Re: americredit financial services, case #0bf5-562%
Dear ms. Valentine:
Subject's response to your complaint is indicated on the attached. After reviewing it, if you believe it is inaccurate, unfair, or incomplete, please advise the BBB in writing by returning the form below.
Please complete the form and return it to our office within ten (10) days. Otherwise, we have no alternative but to close the file on this matter.
Unless you hear from us differently, your return of this form will also close the file.
Are you satisfied with the company's response? Yes% no%
If you are not satisfied, please state why:
Sincerely,
April Jones
[email protected]
Riko
KENT, Washington
U.S.A.
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