Primary Financial Services / Customer Service
On April 26, 2010 I called PRIMARY FINANCIAL SERVICES in order to set up a payment plan on a defaulted student loan. I had just received gainful employment and was now able to begin paying off my debt. The first time I called, at 12:15 p.m., I spoke with customer representative CHARLENE STONE. Ms. Stone must have been by far the worst person I had every spoken to in Customer Service history. Ms. Stone was highly unprofessional. Ms. Stone made aggressive, condescending, and unbelievable comments to me. She insulted me a number of times by doing such childish things as name-calling. And to make matters worst, Ms. Stone proceeded to disconnect the phone conversation while I was in mid-sentence.
After Ms. Stone’s uncouth disconnection, I promptly called back to understand why she had done such a thing. She screamed and, of course, claimed she did not do what I had stated. I asked if there was someone that I could speak with that was more professional and she told me that she wasn’t even the person handling my account and she gave me that person’s name and extension. I hung up.
Still not satisfied, I called back to speak with a higher authority. At 12:46 p.m. I spoke with the VICE-PRESIDENT OF OPERATIONS, MR. L.T. RIMBACH. I explained the situation to him, and to my surprise, he was just as rude (if not more) as Ms. Stone. Again, I was spoken to in a very disrespectful manner. My concerns were not addressed. Mr. Rimbach even agreed that Ms. Stone’s actions were appropriate and proper protocol. Mr. Rimbach placed me on hold while I was in mid-sentence. Frustrated after that ridiculous act, I could no longer take any more ridicule, so I hung up.
A day later, I called back to try once more with the actual person assigned to my account. Thankful, she was an angel, compared to the two. She got everything taken care of. The payment plan that I initially offered to Ms. Stone and Mr. Rimbach was accepted.
I cannot believe that it is right by any means for any company to treat its clients/customers in the way that I was treated. This issue must be addressed. This company, or at least the people stated in this complaint, should not be able to legally operate in such a manner. I was very disappointed with the customer service within this company and I feel something MUST be done.
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