Before you read this rant, don’t be too dissapointed that there’s no profanity or references to horrible acts of bodily harm. Also, when you see the fact that I’m in “collections,” realize I grew up in a single parent home, and know exactly what it’s like to live from paycheck to paycheck and have collection agents call about payments on bills. Here’s my story. I purposely repeat myself in a couple places (so as to see my intentions with this entire situation, which I concede may have no been easily recognized by the person I was dealing with.)
This lady calls, and on someones account we can get a really good idea of their credit before and since they’ve bought their car. Her husband was also on the account, and along with their credit I saw their occupations at the time the vehicle was purchased. Usually one doesn’t make assumptions, but if you see a lawyer with a mustang you’ll be inclined to think it’s a toy, or if a carpenter has a truck, he/she probably uses it for work.
Anyways, had never been late before, and were calling to make arrangments because our automated machine left a message (it’s just a generic “please call us at 1800…”) So, she was returning the call.
First, she was a total witch because she wouldn’t give me a chance to talk. Now, I know people can be very to the point when it comes to dealing with creditors, but she was rather rude about it. At first it seemed simple enough and I wasn’t put off. She just started telling me how she was paying the bill and when. Of course, I have to ask why she’s late because according to their contract, we have to know why someone defaulted on their loan. I have learned to be pretty tactful with asking this (it’s a part of my job) and have had some tell me their life story while others tell me it’s none of my business.
Moving on, we also offer assistance (because she had never been late before so I would be happy to help, and even if she had I enjoy helping people who really need it) I don’t even get this far. After she tells me how she’ll be paying, she asks the fee to use our over the phone check service, and as I said before I ask why shes late…
This is where she becomes rude. She keeps repeating and interrupting me, “IS THERE A FEE? IS THERE A FEE IS THERE A FEE?” This was while I was asking why she was late because If I knew why she was late, I could help her out, OR protect her immaculate credit history…Like I said, I can get a general idea of someones credit, and hers has not a single blemish and I am always happy to help someone keep it that way…
I concede and tell her the fee (thinking it would prompt her to move on and let me tell her that the payment she was saying she would make would go over 30 days). She tells me when she’ll make the pmt, then, this lovely person hangs up on me. AT FIRST, I thought the line just disconnected (because that happens sometimes)
So I called back…and as soon as I say I’m calling back she says “I’m disconnecting the call” and hangs up…NOW HERE I should have just said to myself “OKAY, FINE, I’m calling to tell you that when you shouted you are making your pmt, it will leave an “over 30 days late pmt” mark on your perfect credit, and I can prevent there, or if there is something that happened that cause you to fall behind - EVEN if you would refuse to tell me - I would gladly help you. Since you’re a total witch I won’t tell you and I’ll move on…” BUT
I called her back and said “M’am before you hang up, please understand if you make your pmt then you will affect your credit and I can help you prevent that…I am calling to protect your credit, and offer assistance if you need any…” OF couse as when she first calls, she won’t let me say anything, she says “IM RECORDING THIS” (repeats over and over while I’m telling her about her credit) To which I said she does not have permismission to (which is a corporate policy… nothing she recorded would fly in court anyways especially after I stated she does not have company permission to do so) THEN states What company are you with and whats your name? SO, I said “m’am if you make the phone pmt next week it will hurt your credit and I am trying to prevent that as a courtesy to you.” While I say this she continues to repeat the same as before, and then after I identified myself she states, “so you called me back after I told you I disconnected a call,” and hangs up.
She hangs up on me. Happened a hundred times before. Okay, so I’m extremely mad and angry at this point. This woman wants to be rude and hang up on me when I’m trying to offer help to protect her perfect credit. Then the worse is yet to come
She calls someone else, who I assume stated “M’am you are probably right he’s an idiot and was mean to you – I will do everything to make this better and apologize that this insensitive creton wanted to assist you.” She then FAXES a formal complaint letter that stated that she was telling me she was mailing a pmt and would gladly phone pay a pmt, then I went off asking her inappropiate questions, and then started harassing her. She made other comments such as "Does your company like to waste time harassing it’s customers and does Pathros_1983 have nothing better to do? My supervisor’s boss (because my direct supervisor wasn’t in today) laughed and thought the lady was a complete jerk. Little solace until my direct supervisor sees the little complaint letter. I don’t fear anything, because he always supports what I say to a customer, but this event made me mad.
Forgive me for trying to help or protect your credit.