Horrible Business Practices
FORT WORTH, TEXAS -- We walked foolishly into this transaction with Chase out of desperation of needing a car. We were not coaxed nor talked into it. We were persuaded by the cost of replacing the transmission in the vehicle we had. We should never have made this decision as quickly as we did. Our fault, end of that chapter.
I will also not blame Chase for the financial bind we put ourselves into, however I do feel they take advantage of people with the type of loans they make and the interest they charge. But again, if we had not been so desperate, thinking this was our only option, we wouldn't have signed the papers and I would not be writing this letter. Our fault again for not paying enough attention.
Where I do find fault with Chase is in the way they do business. But, I guess this is the way corporations do business these days. As long as companies like Chase can distance themselves from the individual customer, they can be uncaring and cold in their practices. I am not asking for special treatment, don’t get me wrong. I have a responsibility and I want to own up to it, but look at me as an individual. Look at my past performance, understand that I may have a problem and run into a hiccup in my finances. Oh, when the customer service representative is on the phone with you, you are made to feel like you are so very important and they have strong desire to help you. What one does not realize in that moment, that the main goal is to sugar coat the fact that while they are “helping” you, they are only thinking to get through this phone call and on to the next dead beat that does not pay their bills on time. In “helping” they suggest various sorts of ways, down to borrowing money from your neighbor. The ultimate “let us help you” I got last year was to defer two months payments. “This way we avoid annoying phone calls and you can get caught up and start fresh in two months.” Great, thank you --- for nothing.
January roles around and the process of trying to purchase a home begins. Yet another assembly of flaming hoops to jump through, but that is another story. Chase has reported not the two actual (which I am not proud of) months past 30 days, but rather four consecutive months. I was told that Chase only shows two when I called three times in one week. When I called the fourth time, the following week, I finally reached someone who walked through the payment history with me. – after being told by the three previous employees they can’t see the history, only that two payments had been late. Hmmm…..lazy or just untrained? As we walked through the history, yes, two payments, May and July were late. And yes, there is reason, which I explained each and every time to every person I talked to at Chase in those months which I was desperately trying to keep our finances afloat, not that they bother to make note of that, it’s better to have the customer repeat over and over the struggle. I digress. Ms. [snip] explains to me that she will personally take care of this error in reporting to the credit bureaus (which I might add were not all reporting the same information) and request that it is corrected and that I would also receive a letter that I could give to the lender for the mortgage.
I waited patiently for two weeks to get said letter. When I got it, it was a form letter that indicated after researching the account, what was reported was indeed accurate and therefore no changes would be made in to the credit bureaus. Nicely played Chase, nicely played.
Upon speaking with an overly cheery Rosie Something-or-Other, who made me feel like the Steve Martin character from Planes, Trains and Automobiles, you know the scene, and being on hold for over 5 minutes, came back to unnecessarily go over the history with me three more times, then tells me she needs to research this info and I could either hold a few more minutes or she could call me back. I told her I would call Ms. [snip], which I did. Who also put me on hold for about 9 minutes only to return and offer the same deal Rosie had. At that point, I informed her that no, I needed to pick up a kid from school then my husband from work, why? because two weeks ago, we were in a four car collision resulting in his car being totaled and we are now down to one car – and yes, I interjected with how badly I wished it had been the Malibu – call me back. Which she did, leaving a message with the term “rolling delinquencies”, meaning we are basically screwed because Chase has determined that while May was late, it is not reported as such, June was late but not past 30 days, but because May was past 30 days, June had (yes, ‘had’) to be reported as delinquent. Because July and August were paid in a double payment, August not being 30 days late, they both ‘had’ to be reported as delinquent. September, which was deferred (and they try to tell me every time that only October was deferred until I insist they check the record and only then do they see that it was September and October both) for some asinine reason, is also reported delinquent. No payment was due, but it is “accurately” reported delinquent. Ms. Corrales did seem genuinely sorry that she had misinformed me about correcting the error two weeks ago, but there was nothing she could do for me further. She told me it does not make sense to her either and that it took quite a bit of explaining for her to understand what “rolling delinquencies” meant, which she was unable to restate other than to repeat how it was reported, not why it was reported this way. Somehow, that all seems “fair and accurate” to Chase and I’m guessing to the credit bureaus as well.
So, thank you Chase for your cold and uncaring attitude toward your customers. I know I am not alone, as I publicly announce my intense loathing of your company; I am comforted in a rather twisted way to know others are treated as poorly as I have been. I am one person, but I will use my voice. Anywhere and everywhere I can get the word out as to your horrible business nature I will.