This company has twisted around the two separate conversations I stated so that they can get out of having to fix their mess up. I am left with NO CAR, HAVING to NOW Consider filing bankruptcy and all because of the operators and their abuse of the billing/collecting and payment systems. Wachovia allows their average collection billing operators to Repo your car without any approval from a supervisor. This is how I lost the only mode of transportation I have...Below is from the complaint I made with the BBB in Texas. Here is a link if you want to read
Wachovia has not even bothered putting in the conversation I had with Angel (a billing payment operator). I was verbally abused & harassed and degraded by a person named Ryan Mills and his supervisor Justin (didn't give a last name) on 2/20/09 around 4:45pm. Ryan Mills would not give me his name, I received the name by Angel another operator at the regional office on Sat. at 8am on 2/21/09. Here is a summary of the incident and if you read on past it is a more detailed response to BBB.
I was not behind on my car loan over 30 days. I was 4 days past the grace period of 15 days (my bill is due on the 2nd and I was paying on the 20th of the same month that was due FEB09) and was trying to make a payment over the phone. Was totally treated unfairly and verbally assaulted my intelligence in such matter of financial understanding and harassed about how I need to talk to someone and I that I am ignorant and misguided when it came to understanding how banks work and how Wachovia is sitting pretty in the confidence of that their bank is in good financial security and how I was an ignorant person who needs to get a clue about how finances work.
The problem I am in now is that Wachovia gave a customer service collection kid (Ryan Mills in Texas Regional collections office) authority to repo my car. Not his supervisor (Justin with no last name) or high up (why??!!). A person that makes $7.00 an hour to harass people on the phone put in an order to have my car repoed after I had made an agreement with a SUPERVISOR (Justin), which I had to talk to because this kid keep harassing me and when I asked for his name he wouldn't give it to me refused to (got it later from another service person Angel). Long story short, I finally got to talk to supervisor (Justin), He was rude too and verbally abusive also and degrading my intellegence, however, we made an agreement and I said I would see what I could do and I hung up.
Got cut off after that and tried to call back immediately, they were closed (it was after 5pm their EST on Friday Feb 20th 2009) so I called back asap at 8am on Saturday morning Feb.21.09. (Angel) told me they couldn't take a payment from me because my account was locked and the collections help I talked to the day before (Ryan Mills) put a voluntary repo on the car. He said it was a mistake and I would not have to worry about getting the car repoed as they have to contact a service to actually do this and it would be taken care of Monday when I called back then. I was ok and hung up and then on Sunday Feb.22.09. my car was repoed in the afternoon around 5pm. I was to say the least upset and appalled at how this could happen when I was not behind on my payments, just 4 days past the grace period and I was willing to find a way to come up with the extra money and get the payment to them before the 28th of Feb. 09. Which is what I was currently was due for. I don't understand why this company would rather repo a car then try to work with their customers especially in the current economy situations.
I was paying for the same month due, not behind any months..I am Current on the account as of the day they repoed my car!!! How is that fair business practices? I stated to Ryan Mills that I was not able to make the FULL amount due. I asked what I needed to pay and he repeatedly continued to say he would not accept anything but the Full amount due (including late fees and returned check fee). I explained to him my budget constraints for the month and he continued to harass and lecture me on how I needed to talk to my financial planner and figure out how a bank works and I was a bad person who doesn't pay her bills, degrading me verbally as a person and an human..
He proceeded to do this for over 8 minutes..Why is it that they can harass you and you are not allowed to hang up but as soon as you start to harass them they hang up on you..doesn't sound like good business practices to me!! I got feed up and asked to speak to his supervisor, he continued to lecture me and I asked for his name.. He said I will not give me his name. I told him again to get his supervisor on the line..
He was not helping me at all and that I didn't need to put up with it.. He put me on hold for 3 minutes and then came back and said his supervisor was on the other line, could he call me back. I said NO and would wait, then he went off on me again while waiting... I was very upset and mad at this point. He tried to get me to pay the total amount again in a mad verbally abusive tone.. I said NO I could not and if they didn't want to work with me and try to come up with a payment plan to help me in my financially hard times to keep my car I would have to give it up, because no point in keeping a car they will not take any payments on.. And he said you would give up your car. I said, Yeah sure IF they didn't want to take payments for it..
That would be wrong of the bank to not try to work with their customers...And IF they did this I would have no choice but to file for bankruptcy.. This guy twisted the words I stated around to make it sound like I was giving up my car that day!!! This is not right and against the law I feel. I found out on Sat. from Angel that this Ryan Mills (merely an operator, NOT a supervisor) put an order in to have my vehicle voluntarily repocessed.
The supervisor he put me on with Justin, it did not state in Justin's notes that Angel read to me on Saturday that my car needed to be voluntarily repocessed. I told him I would try to see what I could do and call back later time/day when I could check my finances..He stated he would only accept 552.88 and that is all that he put in his notes.
No notes about repo of the car. This is what I was told by Angel on Saturday morning. Justin just didn't pay attention to what his little operator boy was up to and now I am paying the price. I was not nice to the people but they were rude, hateful verbally abusive and disrespectful and didn't care one way or the other about making sure people records where in tune with what they were telling me over the phone, I ended up disconnected with Justin by accident (I really didn't want to continue the conversation and told him that but I dropped the phone as I was trying to get my 3 year old some food on her plate and the phone went dead, this was an ACCIDENT) I tried calling back immediately and they were closed at 5pm.
That is when I was told by the national office to call on Saturday when they opened up at 8am. MY ? to Wachovia is why cant the National office handle these matters when they don't have the manpower in the regional office!? I did this very thing calling on SATURDAY at 8am sharp, and talked to Angel and told him I got disconnected on Friday and was just trying to make a payment and looked at my finances and could come up with the extra $30 they wanted for the overdraft fees, that I could pay the requested $552.88. I explained the Friday situation to him and he stated that it happens and he would go ahead and get the payment in the computer.
Then he told me the computer wouldn't accept any payment at all.. My account was frozen and I said "What, how is that?" He stated he didn't know and that there was a mistake for a voluntary repo on my car. I said I wanted to keep my car and explained how the guys day before what had happened. He said I would have to talk to Justin on Mon. Morning as Justin didn't order a repo, a Ryan Mills did.. I was scared and frustrated that I called Wachovia, they didn't call me, and all I wanted to do was make a payment on my car.. and now my car is going to get repocessed.
Angel stated "No", that their must be some mistake as I am not even 30 days late and they normally don't do anything until you are a month late, and not to worry about it, it was a simple mistake. He also stated that the person who ordered the repo Ryan Mills, would have to contact a shop to get this done and since they closed on Friday at 5pm and no one could help me Sat (that day) that most likely they didn't order anything up and I could get it all taken care of on Monday and not to worry, my car would not get reprocessed. He stated he would make notes that I was trying to make the required payment to fulfill Feb 09 payment..
I was totally shocked that I was obviously lied to and I had no one available to FIX the MISTAKE on Saturday at this Regional Office. Wachovia messed up and now I will have no choice but to file bankruptcy. I called the # they stated above and they said I had to pay the full amount owed on the car, no other choices.. This is not a company I would trust ever again with a large purchase, a mortgage or car loan and anyone out there reading this.. RUN RUN as fast as you can AWAY from Wachovia, they will NOT work with you and will only put you into financial ruin as they sit pretty with all the money they got from us the taxpayers.. Don't trust this bank with anything financial!!!
I still want them to fix the mistake as I stated above what will make this MISTAKE CORRECTED and will not be "satisfied" as they put it with being left in the situation I am in now because of a mad operator whom doesn't understand how to keep feeding his paycheck and ramifications of the bank losing more money. By me losing this car, the bank loses money and in turn Ryan Mills will be out of work very very soon!!! These tatics must stop. This is NOT HELPING ANYONE.
I guess Wachovia has not learned its lesson in how to operate like a real financial institution as you can read in their "vague" and "beat around the bush response" above. I have heard horror stories very similar to mine all over on my3cents.com and other places as well as a dear veteran friend of mine lost her truck after only being 30 days late from Wachovia.. BEWARE and do NOT give this company your business!!! I would have not had to file for bankruptcy had this company NOT made mistakes, costly ones at that..
This bank WILL FAIL in this economic recession, depression we are in. Just watch and wait, it will happen... This company didn't even give me a reasonable chance to pay, lied to me and basically used unfair or illegal practices to get out of an auto loan and basically verbally abused and degraded me as a customer!!!! Please check out my3cents.com for more similar stories to mine on this company!!!
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