I agree! Have had nothing but headaches with this bunch. Fortunantly due to issues early on, ive kept every conversation noted, all cleared payments, statements, letters, the contract, ect. and luckily have unlimited access to attorney's through my spouses employer!
Never pay over your agreed monthly payment or the extra will provide them the interest or disappear, it also makes it that much more difficult at payoff to go over the transaction history with a CSR (if you can even refer to them as customer service, not sure many made it even through HS when trying to have a conversation with them, duh!)
They will not freely give you any key exec. information or direct you to someone that may know what there doing (accounting, finance, contract dept., ect.) but fortunantly with so many professional networking sites, blogs, ect. out there...they are all just a google click away :)
I will be taking the more peaceful approach and file complaints in the state of purchase, state residing in, as well as Ca. where corp. is instead of arguing with a CSR who is more likened to a pitbull on steroids than customer serv. oriented, only causing frustration of going in circles and ruining a good day at their expense ;)
I recommend filing complaints with the BBB, also through the consumer protection website, your local state agentcies that oversee out of state business practices locally and keep going from there! If your not sure where to go, call and ask one of the mentioned where they would point you and document, document, document every person you talk to, details of conversation, final outcome and dates!!!
Perhaps another class action is looming in their future if they continue to fail to maintain pleasant, professional, knowledgeable costumer service that's also within the scope of contractual agreements and be ethical in their business practices??? hmm, just a thought!
I believe as a christian than no one can steal from you and get away with it, a business will not thrive forever when they work underhandedly :)~