Ford Motor Complaint - Committed to profits not people
August 11, 2005 – I Called Ford Credit at 0820am and spoke with a CSR who was very diligent in researching the events over the course of the past few months. He attempted to give his account of why he believed no automatic payment was withdrawn in May – that it was due to the fact that I requested a deferment for April, but my April payment went through. Then, when the payment was returned, the account showed delinquent for May – hence the courtesy call on June 1 to inquire as to why my payment had not been received. My question is: If the “system” was able to impede my May payment, why then could my April payment (the one that had been deferred) not have been stopped? Clearly, the intermittent e-bill auto-pay issue remained a mystery. After speaking with the CSR at Ford early the following morning and realizing that he could do nothing on his end once again, I spoke with Carol in Irving, Texas. Carol was not as pleasant and advocated that this was not the fault of Ford Motor Credit. She made it clear that e-bill is a courtesy for consumers and that CSR’s do not have access to view e-bill information. Furthermore when I requested - as previous CSRs had offered - to be reimbursed for fees I had incurred as a result of the duplicate payment, she informed me that again, this was not the fault of Ford Credit and that she could not guarantee the fees would be recovered.
As of today, August 11, 2005, I cannot buy groceries for my children, food for my dogs, or take my sick cat to the vet until my account becomes positive. Furthermore, I cannot purchase school supplies for my children who meet their teachers tonight and begin school on Monday – because my bank account is more than $400 overdrawn. I have incurred $84 in overdraft fees to date, and expect several more between now and Saturday as I have schedule several billpay debits.
I am an intelligent, respectable, extremely computer proficient consumer who has been making regularly scheduled, on-time payments to Ford Motor Credit for over three years on our current vehicle. Your advertisements and your websites clearly state that your commitment is to your customers, yet you fail to improve the transmissions in your vehicles so that we don’t have to get them replaced after only 3 years of ownership. You offer your consumers a “courtesy service” in providing them with the option of enrolling in e-billing and e-bill auto-pay, yet you refuse to take responsibility when the system falls short. You fail to fully qualify and educate your CSRs before you allow them to assist customers over the phone thereby affording them the ability to “assume” to know what is happening with the customer’s account. You “are not a bank” so you cannot simply refund my over-payment through electronic means, but you can very easily TAKE my money in this manner. Your company made over $700 million in profits for the second quarter of 2005, nonetheless you cannot admit fault in that communication between your virtual and existent “systems” need tweaking so that those of us whose profits for the second quarter of 2005 were less than $10K won’t suffer from errors such as these.
I realize that the CSR on the other line is underpaid, just working to earn a paycheck, and has no vested interest in my life whatsoever. I am also aware that they can only do as much as they are instructed and authorized to do. What I don’t understand, is why they don’t have the ability or authorization to transfer me to someone whose “commitment” truly is to the customer, and who does possibly have the knowledge, skill, and authorization to help me in my hour of hardship. Clearly, nobody, and no “system” is perfect, and a truly “committed” entity would accept that fact and take responsibility when in fact the “system” fails. I believe that the only thing the Ford Credit Corporation is committed to is profiting from the misfortune, trials, and tribulations of its customers.