Complaint Review: Chrysler Financial

My husband and I purchased a 97 Neon in Feb 1998. We were able to get a 0% interest loan for 60 months. The first year, we received a letter in early November asking if we would like to take advantage of a deferred payment for December, their way of saying thanks for your business and happy holiday. We of course, took advantage of this by signing the letter and sending it back to them.

10 days past the Dec payment date, we started receiving calls that our payment was late. We explained, each time, that we had been offered a deferred payment for December and had signed the agreement and mailed it back. We were assured, time and again, that the error was their fault and we wouldn't be called on this anymore. That finally was resolved before the 30 day "late" notice would have been posted on our credit report.

A few months later, we requested a payment date change, to better accomodate our budget and pay dates. We came to a verbal agreeement, made the payment that was coming due that month on the old date because they said it would take some time to process the request. After getting the paperwork from them, signing a copy and mailing it back, we thought we would be all set. Nope; for the next 3 or 4 months, we continued to get rude, harassing phone calls regarding payments they considered late but we considered not yet due.

A few years went by and my husband was laid off. We struggled
financially for a time but didn't actually miss any payments by 30 days; we were a few weeks late and had some at 25-29 days late; we were always upfront with them, explaining our situation, and giving them a date payment would be made, and sticking to our committments. We received phone calls daily in the days between the 10 day grace period and the time they received payment. We were called thiefs for trying to not pay for the car, we were told they could call any time they wanted up to 9 or 10pm when we requested they stop calling daily, or at least call earlier, as we had children sleeping after 8pm.

We got closer to the end of our 60 payments, and the harassing phone calls increased. On more than one occassion, they would call because they didn't recieve a payment, and when I did a "phone pay" right then, they would immediately ask when the payment for next month would be going out. When I told them it was inappropriate to ask, as it wasn't due for another 3 weeks, I was told they can ask because I owe the money.

There was one instance last year that I made a payment online. Next thing I knew, the check I wrote to my daycare bounced. When I called the bank, they had taken 3 payments from my checking account, not the 1 that was due and authorized by me.

When I called them, they admitted they had a problem with the website and they had posted 3 payments. I explained what happened with my overdrafts and got the runaround. Basically, I was told that while they understood my frustration, the money was taken electronically and they couldn't fix it. They did tell me that I would have the money back, since I wouldn't have car payments for the next 2 months because they were paid in advance now!

After much back and forth and refusal on their part to connect me to the regional office, I found the number myself online through a phone directory, and was able to get it resolved. Of course, to do so meant "proving" that their error caused my overdraft, not my poor money management. I had to provide interim bank statements prior to and a few days beyond their
drafts to prove that I had sufficient money to cover other checks I had written, if they had not drafted more than authorized. I had to fight to get my overdraft fees reimbursed, as they felt they shouldn't have to take the full brunt of the problem, it was a computer glitch after all. That check came 5 days after reimbursement of the draft amounts.

I was finally down to 3 payments left and sent the payoff amount to the payoff address given on the automated phone line. I then received a "release of lien" that seemed to be the final disposition on their end, but where was my title? I called the phone number on the letter accompanying the lien release and was told to call the automated customer service number.

I did so and was told I had the title to the vehicle since I purchased it 5 yrs ago. No, the financial institution holds the
title in my state. The gentlemen I spoke with INSISTED that they NEVER had the title. I got belligerent and told him that I had paid for 5 yrs and put up with their crappy service and somebody better have a different answer than that, and produce my title. I was put on hold, and he came back and said my title would be mailed on 3/31. No apology.

A few days later, I received another lien release, this one notarized and with a letter saying to take it to my DMV to receive a clear title in my name. I was suspicious but took it to my local DMV office. The clerk there validated my belief that yes, CF would have the title and should send it to me. It appeared to her that they may have lost it and I would have to get a duplicate.

I called the main office of the DMV and said "how do I get a duplicate title?". I was told to send in the application (available at my town clerk's office) along with the $25 fee. Now, I had paid the $25 fee at the time I purchased the vehicle
and first got it registered. I then called CF and asked where the title was, why was I only getting the lien release and having to pay for another title myself? I was told they never received the title. I informed them that my state DMV had just confirmed they mailed it in March of '98 to the CF office in Mansfield, MA. The CF repsonse? "oh, well it's not in our vault". I then asked why I should have to pay extra because they can't file a piece of paper and leave it in a drawer for
5 yrs? I was told they "couuuld" do it for me but it would take "a really, really, really long time". If ever a person was being discouraged from accepting an offer, I was being discouraged then. I decided it was worth my $25 to never deal with them again, and I will send for the duplicate myself.

I have a hard time believing that I am the one instance that they lost a title. My luck is not that bad. I believe they probably receive titles and then shred them, rather than file them away in a secure place. Why else would I get the runaround for several calls and then when I tell them that I know for sure they had it 5 yrs ago, I'm told it's not in the vault. If it truly was an isolated odd incident, I'm sure it would be handled differently on their end. A little surprise or a genuine offer to make it right perhaps?

It is my belief that they never checked in the vault because there is no vault of titles. If anyone else has a similar situation with a title from CF, I'd like to hear about it. I would get great satisfaction from a class action lawsuit, or just some press about the poor service from them.

Oh, a sidenote...the paint is peeling off my car, as it is off every other Neon I see on the road. I've seen cars 30 years older that have never had peeling paint. Mine is coming off the side panel rear, side panel front, roof, and trunk cover. Will I fight it with Chrysler? NO WAY will I deal with them again for anything!! I'll get Maaco!

nja-won't make the same mistake twice
Enfield, New Hampshire
U.S.A.

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