Customer Service Lies And Does Not Follow Through On What They Tell You Over The Phone
CALIFORNIA -- At this point, I'm too exhausted to re-live this nightmare I've been living for 3 months now. I'm very frustrated and disappointed with Wachovia Dealer Services Customer Service, or the company's lack of simple Customer Service.
In June (it is now September), I had to sell my car, which I still owed $10,500 because I was moving to Japan with my fiance' to work for the government/military. Before I posted my car ad, I called Wachovia Customer Service and explained I would be leaving the country within the month and asked to be advised on title instructions. (I did not have my title, but it was my understanding that once the car was paid-off that Wachovia would send me the title.
I explained that someone else was buying my car and would need the title to get the car registered.
We followed Wachovia's instructions and did a wire-transfer from his bank directly to Wachovia's Headquarter office in the full-pay-off amount. Wachovia's Customer Service representative instructed me to include a note on the bank transfer, in which we stated that the title needed to be sent to the new owner, along with his contact information.
Weeks passed, but the new owner said he did not have the title.
I was on my way out of the country, but contacted Wachovia, who then instructed me to send via mail or fax a letter authorizing the title transfer, including contact info.
I followed Wachovia's instructions, and they assured me they would RUSH the title to the new owner within 3-7 days of receiving my authorized request.
After I arrived in Japan, I received another email from the new owner, and he was still waiting for the title, stating that he was nearing his expiration date, and needed to get the car registered, but that the DMV persisted that they needed the title, but Wachovia did not follow through. What they sent him was a Pay-Off Note stating the car was paid off. However, the DMV needs the title, not the pay-off note.
Now that I am in Japan, it is not very feasible to connect to Wachovia, but at my own expense, I contacted Customer Service AGAIN and explained our dilemma.
The CSR profusely apologized and stated that the notes in my file were very clear and assured me she would send the title to the new owner IN HIS NAME immediately!
It is almost another month later, and I just received the following email from the poor, patient new owner:
"Wachovia did it again and sent a letter of pay off not the title. They even sent the letter to my house in your name. The registration is about to expire and I need to do something. when I call wachovia to try to clear this up they won't talk to me without you faxing them permission to talk to me."
HELP! I am very frustrated. When I try to find a management contact name or physical address, I'm redirected to E-Services, which requires the consumer to input their message. I already went this route and didn't receive a valid response.
I would not advise anybody to go through Wachovia Dealer Services EVER, not for an auto loan, banking services, financial services.
Do they not train their Customer Service Reps? They are a very unprofessional company, and do not care about the consumer, the customer..., Their only concern is getting innocent consumers to commit to a large loan, then they treat you like dirt.
Thanks for reading.