Very poorly trained management .........
So it all started out great. I was and am grateful for the personal loan they granted me and they do seem like great people there. Although....... I'm absolutely besides myself with this office and it all began over $1.05! I live in Logan about an hour north of this location. It was my due date two months ago when I was on my way back from Vegas so I stopped by after going to the bank and pulling out $120. When I got to the office they reminded me that my payment was $121.05. I looked in my wallet and didn't have any change floating around so I asked "Is the $120 okay?" They lady said yes, took the money and handed me a receipt. About 30 miles away I grabbed the receipt and it said your account is in default by $1.05 so I called them right back and she suggested I turn around and pay the $1.05 because the computer will say it's in default until its paid. I told her I've been driving for 8 hours and would send in the cash. I explained to them that if she told me that it would still be in default when I was there I would have went to my car and gathered $1.05 of change. Then the calls began, which is fine but HERE WE GO! I answered one of them and spoke to a female and told them that I would just send an extra $1.05 on the next payment. Then a little while later someone else calls saying the it's behind $31.05 because of the late fee. She told me that the girl at the counter was new and no longer works there. She talked to someone in the background and said they would waive the $30 late fee. I thanked her and told her I'd send more to cover the $1.05 on the next payment. (Bobbi, find that note and talk to her please) But wait, it gets better........ someone else calls and I go over the above story again! She said that the last lady said she would waive the fee as well. She confirmed for the 2nd time that the fee would not be charged. So on the next payment I sent in $130.... more than enough to cover the $121.05 and the $1.05 from the previous month. Then the calls start again. I ignore them for a few days and finally answered to see "what the problem is now." Now I learn that the $30 fee that 2 separate people said they were going to waive was not waived so an additional $30 fee was added to my account. At this point I'm just completely flustered. So today I call and speak to the supervisor Bobbi who says her employees would NEVER tell anyone they would waive the fee because she can't even do that and they never waive the fees. Although 2 separate people did!! Bobbi continued to say things like "You need to stick to your contract and walk in and catch up the past due or they may report negatively to my credit." She refused to believe that her employees told me they would waive the fee and showed no flexibility whatsoever. She said she would talk to all the people that I spoke with to see if they told me they'd waive the fee. I called her back 15 minutes later to see what she found out so that I wouldn't have to call their corporate office tomorrow when they open. She said she talked to everyone I've spoken with and they all said they never told anyone they'd waive anything. Not sure how she could cover all the calls with everyone in 15 minutes but I'll reluctantly take her word for it. But seriously; how could she have effectively covered each call with each collector when she the tells me that they closed 10 minutes ago and the computer systems are down..... but again calls me out on "Sticking to my contract". I've literally spent about 2 hours on the phone total with different employees there over with what started as a $1.05 issue. I've now spent 20 minutes typing this and do feel I bit better, lol. Maybe it wouldn't bother me so much if I wasn't a collection manager for the largest collection agency in the NW for a decade and ironed out thousands of issues much bigger than $1.05 and a couple $30 late fees. There are significant training issues with this office that clearly won't be addressed because the supervisor just chalked me up as a "lying debtor" trying to get out of late fees. Would love to see what the notes say. 12/1 @ 5pm called and spoke to the supervisor Bobbi who stated they never waive late fees and no one would ever say they would. I told her that multiple people told me they would now there's 2 late fees over a $1.05 when their employee told me "it's ok" when I paid the $120. She gave me corporate's phone number. 12/2 called corporate and spoke to marina who said a manager would call back 12/5/16 Bobbi called and left a voice mail asking for a call back 12/5/16 at 5pm called Bobbi back and spoke to her. She said she was calling to see when I was coming in to handle the past due balances. I told her corporate said they were calling me back and she said "They are going to call you back they just forward it to me and we've already handled it." The saga continues......
Reason of review
Problems with payment
Waive the fee like they said they would
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