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United Auto Credit Corporation / The worst

1 United States Review updated:

I purchased my car in August of 2007. At the most, I've only been 1 day or 2 late, and not because I didn't have the money, but because my day may have been hectic and it slipped my mind or something. I lost my job in December 07, and still made my payments on time, even doubling up and paying 2 months at a time (which I did twice).

In June of 2008, I was 5 days late on a payment. My mother offered to make the payment for me, and I was going to wire it to them as I most often did (if I didn't just get in the car and physically take the money myself), but there was already a late fee, so I opted to pay it by check over the phone.

A collector had called me earlier in the week, and I told him that I would make the payment Friday (when it would be available in my account). Friday came, and the money was still not available, so I resolved that it would have to be Monday instead. Monday morning, the collector called and said "Ms., if you want to keep this car then you need to make a payment today!" I called my mother and she told me to get her check book and pay it over the phone. I called and a woman answered the phone; I mentioned to her how rude the gentleman was that left me a message and she gave no response. She said "Okay..." I was stunned and told her that I just needed to make a payment. She transferred me to the gentleman and I told him that I wanted to make a payment; he asked me for my account number (which I don't usually keep on hand); so he looked my account up through my SSN. He put me on hold to look up my account. When he came back to the phone he said "Okay Ms.; your payment is 274.57, and I said yes, and he then said "And you're paying by check by phone." It wasn't a question, it was a statement. I confirmed. He never asked whose check it was or anything other security measure a business usually takes when accepting payment by phone. He told me that he posted a payment of $274.57 to my account and asked me if I wanted a confirmation number; I told him yes, and he gave it to me. While we were on the phone I was writing the amount I paid on the check, and I wrote the confirmation number on the memo portion as well. He never asked me for so much as a check number (which struck me as odd).

The next day my mother's account was overdrawn and she looked at her account online to find out where it came from (as she's VERY meticulous about her money). She called me and told me that UACC had taken $389.00 from her account. She instructed me to call them and inform them of the mistake and to let them know that she had a $30.00 fee that needed to be paid as well. I called UACC and a woman answered the phone; I told her what happened and she transferred me to the gentleman who made the mistake. I explained to the gentleman that he posted more than $374.57 instead of $274.57. The gentleman told me that I told him to post that amount. So this of course put me on the defensive (as this was the same man who left the nasty message on my phone the day before). I told him that paying $100 more made no sense, and he said people paid over the amount all the time. He said that he saw that I did it too and so he didn't question it. I told him to look at my history; yes, I've come in and paid $550, but that was because I was paying April and May, which means that I paid $275 for each month. I've never just paid a random *** extra oddball amount. I asked to speak to a manager and he said "And what's that gonna do? You're not gonna get the money back." I couldn't believe he'd come out of the side of his face like that and I lost it. I screamed at him and ask him who in the [censored] he thought he was talking to. It takes a whoooole lot to get me that mad and I couldn't believe that it was a company that I'd never had a problem with that was pressing my buttons this way. I calmed down and told him I was done talking to him; I wanted a manager. He transferred me to a manager who was in another call, and I had to wait 15 minutes to speak with her. She listened and then put me on hold and then finally transferred me to another manager who told me that the original gentleman said that I authorized that amount. I told him as well, to look at my history and he said that it was a matter of he/said she/said. I asked for yet another manager and before he transferred me he said "What? You just need SOMEBODY to agree with you?!" He transferred me and another manager answered (he had me on speakerphone which sent my heels spiiiining! I could just picture him leaning back in his leather chair; hands behind head, and feet propped up-I was livid!) There was no hello, no what's the problem...there was never any tone of diplomacy in the voices of anyone and that's what customer service is all about. As I've been in customer service since I was 15, I'm a stickler about it. He immediately said to me that I called the first gentleman a liar, twice. I never called him anything, I told him that he made a mistake, and he did...period. I explained again that I wouldn't have paid $100 over; look at my history. He hung up in my face. I called the BBB. Period.

Va
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Comments

  • Jg
      7th of Oct, 2008
    0 Votes

    I am sorry to hear about your bad experience with this company. As a current employee of UACC, the best thing that could have been was for the collector to apologize and work on getting your money back plus reimburse any overdraft fees. I have been guilty of doing this twice and both times I was able to get the issue resolved by reimbursing the over amount plus NSF fee's that the customer incurred. I have heard stories of some offices being way to aggressive with customers. This is not the way to do business. I am fortunate enough to work for a branch that performs very well because our customers, for the most part, call us back. Why you ask? Because we treat all our customers with the respect that is deserved. We are a sub-prime lender. We lend to those that can not get financed by a prime lender like Wachovia, Capital One Auto, Wells Fargo Auto, etc... It is expected that customers are going to be late. Some of these reps just take it way to personal.

    But just keep a couple things in mind:
    1) These are no grace period loans, that means they are due on or before the due date. It is best that you call on your due date if you know you can not pay on time for any reason. Otherwise, the calls will start at one day past due.

    2) Be prepared to give proof as to why you are late. The most common reason I get, especially in this economy, is "my check is short because they cut back some hours". So I ask for a paystub and make arrangements. I also get, "I had to pay $XXX for repairs" and they fax me a paid receipt. 99% of the customers I talk to, do not mind giving proof.

    3) Have a solid plan in place as to when you can pay and where the money is coming from. I get tons of poeple that are due Tuesday or Wednesday and said they can pay Friday because that is their pay date. I am always fine with that.

    4) Once an arrangement is made, be prepared to call in every morning to call in and confirm your arrangement. About 90% of my customers are ok with this.

    This is the best advise I can give to any UACC customer.

    I wish you the best :)
    JG

  • Ca
      13th of Jul, 2009
    0 Votes

    I have been dealing with UACC, for 4 years. I recently made a phone call to pay my balance in full, not only did I have to jump thru hoops to get a balance(which i had already calculated, i just wanted to confirm the amount) the amount they gave me was a $900 difference! I asked to speak to a manager, who was rude and uneducated(no suprise there).Her explanation for the $900 difference was a 1 time late fee of $5, and a 1 time fee of $60 to have someone knock on my door? Do the math that does not add up to $900. So for the last 48 months I was only late (by 2 days) once, and why they had a door knock fee of $60 SHE STILL COULD NOT EXPLAIN. I would rather have CANCER than to deal with UACC! PLEASE STAY AWAY FROM UACC AND THE PEOPLE THAT REPRESENT UACC.

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