July of 2006 my husband and I bought a new truck. The dealership set us up with financing through Suntrust Bank. Everything was fine for the first couple months. We moved and I lost the envelopes they give you to send out your payment. I immediately call Suntrust and get their mailing address. I resume making payments as usually. Always paying more than what is due and ALWAYS on time.
Fast forward to this month (August 2007). My mother-in-law gets a phone call that our truck is going to be repossessed. Now my mother-in-law is elderly and was very upset when she called me. I was confused. I had made all my payments on time. My husband calls Suntrust and we figured out that when they gave me the address they gave me some wrong information and my checks weren't going to them.
Now, I admit this part is my fault, I don't keep up with my bank account as often as I should. I get online statements, I deposit paychecks of $1500 at a time, just married, new house. i didn't realize the checks weren't getting cashed. Thats my fault. However...
They hadn't been getting checks for 5 months. They never once called, never sent any mail. Nothing. I was furious. We did a little bit of online research and found alot of postings from people who said that they called Suntrust and were able to pay the past due amounts plus fees. When my husband called Suntrust he got transferred to the repossession department. That's when the trouble starts.
My husbands account representative is Holly Rider. He calls and gets bounced around and eventually ends up with her. She immediately puts him on hold for 15 minutes even though he tells her he is at work and can't be on the phone long. After 15 minutes on hold he gets hung up on. He calls back and gets a woman by the name of Rose. He asks her to help, she transfers him to Holly. Holly snaps at him, makes some rude remarks and hangs up.
Finally sick of it, he calls and asks for a supervisor, they wanted him to give his account information before they would do that. He was unwilling. They chewed him out but FINALLY say they will put the supervisor on the phone. Of course no one picks up. So he calls back. At this point all we want is to work out a payment arrangement. So anyway, he calls back. Suprise, he gets hung up on again.
Finally after 3 HOURS of calling this women Holly finally talks to him. She refuses to let him pay anything less than the full amount. Even after he told her that he talked to people who were allowed to just pay the past due. Holly told him payment arrangements were at the discretion of that department and after "futher review" of our account they will not allow him to pay anything less than the full amount due. $13,700 she said we needed by noon the next day or they would come get the truck. I don't know ANYONE who has that just laying around.
So, we try to talk to every supervisor available. No one helps, we just keep getting hung up on. Finally we find out that my mom will lend us the money to pay it off. So the next morning she transfers the money into my checking account. We call Suntrust to find out how they want us to pay it. Then the fun begins again...
We have until noon to take care of this. At 8am we start calling. And again, hung up on, yelled at, hung up on. Asked for supervisor, no supervisor given. Nothing. Finally we get a hold of Hollly.
After yelling at my husband she gives him Western Union information for us to wire them the money. We go and wire the money. Call her and when we FINALLY get ahold of her (after an additional hour of trying) we give her the MTCN numbers she needed. I ask when the title will be sent. She says a few days.
Fine. I then ask her if we can have an itemized reciept she says NO. Can they make us pay $13,700 and not give us a reciept of exactly what we paid? Further more, if anyone has any contact info for a complaint department that would be great.
These people were rude, we were hung up on over 50 times in 24 hours. We have to have some kind of recourse. This is utterly ridiculous.