I called Arrow Financial Services in regards to my HSBC account no less than 4 times since October 2009, to November 2009. I spoke with a representative today at 3:38pm CST named "Dyrese" who had quite a problem..
The problem is - while I'm trying to get a letter I need showing this account is at a $0 balance since March or 2005 - she was not only unwilling to help, but rude, reprimanding, degrading, harassed my husband and I, used foul language and abusive terms and overall seemed more willing to scream at us then she was willing to help us.
The simplicity of it all is - the only thing I need is a letter. I have been told several times they mailed this on the 20th of October. I stated I had not received it, and Dyrese stated "Well thats too bad for you that your post office fails to work" and that my "address was obviously wrong".
Now, I think I know where I live. I think the post office knows where I live, as they have confirmed it several times by, you know, delivering my mail.
When I asked Dyrese if she could fax a letter to me, I was rudely told "Well our fax machine hasn't worked all month." I stated I called in October and they said the same thing, and asked when it would be working so I could get a letter I need for closing on my house. My response was "Well it'll work when it gets fixed."
At this point, the conversation became a little heated. I asked her if she could priority mail a letter as this was needed and was told no, that I would have to "wait like everyone else". I stated that I failed to believe a company with no less than 5 toll free number had NO working fax machines anywhere. I received back "Well, sir, ma'am, or whatever you are; there's nothing I can help you with."
I asked repeatedly for a superior and was told nobody was higher than Dyrese. At this point, my husband walked into the house and started listening to the conversation. After Dyrese continued to insult me stating I was "just a failure who never paid a debt" and various other degrading remarks, he calmly took over the phone and began his own process with her.
My husband serves in the military. This house will be to provide better for us and our unborn son, and is needed because of our apartment lease expiring in less than 30 days. He explained this to Dyrese and said she was seriously causing a lot of havoc for a military family - to which she told him to "tell your wife to shut up" and made various other remarks to him about how nobody was higher than her, nobody would assist, and that she had all night to argue over how we would "never see this letter".
I've worked in Customer Service no less than 16 yrs in all departments, INCLUDING financial departments. I'm quite sure if a call is monitored for quality and training purposes, that means they are scored on the calls to provide quality customer service. Ironically, that's also Arrow Financial Services' motto as listed on their website. Those smiling, happy people all presented on their front page have obviously never met, nor spoken to Dyrese.
Ah, the power of the internet. I immediately filed a complaint with the Better Business Bureau, found a lawsuit against this company (for the same reasons) and contacted their lawyer, and now I will sit back realizing nothing will probably ever come of it - but here's to karma.
What goes around, comes around.
The moral of the story is - Arrow Financial Services will treat you like an absolute piece of garbage even AFTER you paid off a debt 4-5 years ago. They aren't interested in sending letters so you can get it updated on your credit report, and they aren't interested in helping you.
They will love to harass, degrade, verbally bi**hslap you, tell you off, call you a failure and overall not resolve a single concern at all. If you feel the need to get your jolly on by talking to an absolute idiot just to hear them call you a plethora of choice words - I suggest you call Arrow Financial Services and have-at-it.
Talk to Dyrese, she's in need of a hug.