I borrowed $260 from their company the total of which was to be debited from my checking account on 3/31/10. Today, 4/2/10, Caleb, a representative in their collections department left an "urgent" message, stating that I needed to call his office before 3:30 p.m., Standard Time.
I called and he explained that three attempts to debit my checking account had failed though he omitted any explanation for the alleged failure. When I asked why the attempts failed, he explained that their requests had been returned by my bank. Feeling like I was pulling teeth, I asked Caleb for the account number they were trying to debit. He provided me with an account number which did not match my own. I told him the number was incorrect and offered to provide my new number. He stated that because the matter had been referred to collections, they could now only accept a credit or check card. I asked how much was due. He said, "$350." I asked how much I originally borrowed. He replied, "$260." I asked why I was being charged an additional $90. He replied, "Because you extended the loan." I told him that I never made a request to extend the loan, and asked that he explain how the alleged extension was requested without my authorization. He stated that I had not wanted to extend the loan I should have called, adding, "If you had read the agreement..." I interjected, "I did read the agreement, but evidently you can't comprehend what I'm asking you!" I asked if the loan was to be paid in full by the 31st, why then I would I call to provide a date when I wanted the loan paid-off? He again stated, "If you had read the agreement...." and I again interjected stating that I read the agreement and that at no time did I request an extension and fully understood that the loan was to be paid-off by March 31st. I asked that he explain the additional $90 fee. He stated, "Well the first $30 you have paid anyway and the other two are for the extensions." I told him that if I never requested an extension or extensions, then the charges were unjustified. I added that it doesn't make sense that if the entire amount was due two days earlier that I was now being charged for an alleged extension for 4/1/10 and another for 4/2/10. I told him I did not wish to continue the conversation as he lacked comprehension skills (or was playing dumb) and provided him with my VISA Card number. After placing me on hold to verify that the payment was successful, Caleb returned and thanked me for the transaction.
I asked Caleb for his supervisor's name. He provided the name as "Damari." I asked if this was a first, middle, or last name? Caleb responded, "First name." When I asked for his company's mailing address, Caleb replied, "Why do you want the address?" One would think that would be obvious, but I explained that I intended on lodging a formal written complaint. It was then that he provided PO Box 111, 3531 P Street, Miami, OK 74355.
I received a telephone call from Caleb advising me that it was imperative that I return his call before 3:30 pm. standard time.
I called Caleb at about 12 noon and he stated that attempts to pay my loan had failed. I asked why and he stated that the requests for payment had been returned by my bank who is also my employer.
It was like pulling teeth as his statements were vague and none served as an inquiry, so I asked, what account number do you have. He provided an old account number and said that because I “renewed” my loan I now owed $350 from the orginal amount of $260. I asked that he explain why I was being charged $90 more. He stated that I “automatically” am charged $30 at the time I request to renew a loan and that I was charged another $30 for an ACH fee. Though the total is $60 which if added to what I owed, would result in a total of $320, he continued to insist that I owed $350 though completely incapable of providing an adequate explanation for the additional $30 charge. He also explained that the individual charges were for an extension I requested. I replied that I never requested an extension of the loan, asking him when it was due. He said it had been due on 3/31/10. How then, I asked, did I request 3 extensions as it is only April 2nd. He said that I had to call his company not to extend the loan.
I told him if the loan was due in its entirety on 3/31/10, then why would I have called to tell your company that I wanted to payoff the entire amount. He replied, “If you had read the agreement,” and I interjected quickly, “I read the agreement but I never asked you for an extension because the total was due by 3/31/10!” He replied, “Well you owe $350.” Evidently Caleb lacks the ability to comprehend what he is told or adequately explain the policies and procedures of the loan I obtained. Furthermore, he represents a business, and his lack of professional acumen or ability to understand what is said, really speaks poorly about the quality of service being provided by your company.
At his insistence, I provided Caleb with my VISA© Check Card #. He placed me on hold and said the payment was satisfied providing me with authorization code 202153. I then asked for his supervisor’s name which he simply provided as “Damari.” I asked if this was a first, middle, or last name. He responded that it was his supervisor’s first name. I next asked for their mailing address, but Caleb responded defensively, asking, “Why do you want the address?” I explained, which I should have had to, that I was intending of writing a formal complaint. He provided PO Box 111, 3531 P Street, Miami, OK 74355.
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