Complaint Review: Household Automotive Finance/ Household Finance - San Diego California

Mismanagement and Interdepartmental Cover-up .....

Context copy of Certified Letter sent to General Manager of Customer Service at Household Automotive Finance, San Diego, CA.:

July 10, 2002

Please forward to relevant dept. or individual within your corp. that it may concern:

Following is an account of our relationship with focus on current UNRESOLVED issues.

All dates are approximate to within 48 hours, + or -.

12/23/01: Deducted miscellaneous and unexplained charges from statements of 10/23 and 11/23, sent payment of 238.50 ch.#1780, two months later contacted by collection dept. and apprised of delinquency due to "partial payment" of 12/23. Informed at that time, HFC has policy of non-acceptance of "partial" payments, however check had cleared my bank nearly 90 days prior to notification of policy, indicating your acceptance.

Numerous collection calls and discussions on above with NO resolve or effort on your part to satisfactorily explain. My perception of HFC at this point is one of disorganization and an absence of interdepartmental communication. Issue never resolved!

4/12/02:(on or about) Notify HFC of inability to continue payments due to IRS levy. Voluntary surrender of collateral vehicle, 1996 GMC Sonoma.

4/16/02: 5am, Steve Macwithey, your authorized recovery agent, recovers 1996 GMC S15 truck, vin 1GTCS1944T8408190, from 3201A Blue Heron Dr., Kiss., FL

4/18/02: Receive notice of intent to auction recovered property w/ offer to reinstate or redeem.

5/01/02: Receive Fed-x with offer to refinance at lower interest rate. Contacted 'Danny" @ 800-836-6469 ext.5565 to discuss eligibility and terms.

5/08/02: Received Account Modification Agreement, signed and returned by Fed-x same day. Contract becomes VALID 5/10/02.

5/12/02: Called Danny @ HFC to inquire as to receipt of signed contract and whereabouts of 1996 GMC Sonoma and procedure for my recovery. Received wrong address and phone #, but through conversation with auto auction in Jacksonville, FL, was redirected to auction firm in Tampa, FL., confirmed that said vehicle was in their lot, however had not received 'release' from HFC, called Danny back, advised, he faxed release same day.

5/15/02: First available day off, proceed to Orange Cty. Tag office to renew tag, discover that title had not been transferred to include my name therefore unable to insure or tag, consequently making it impossible to legally acquire vehicle. Called HFC to advise that title had not transferred.

5/22/02: Went to tag office, inquire about title...no title!

5/30/02: Call tag office to inquire about title...no title!

During the time between 5/15 and 6/05, made numerous phone inquiries to HFC about status. Most of the following calls were made between 3:00 and 6:00 pm EST.

6/05/02: Called reinstatement department to speak with a manager about this flaw in our relationship and to find out what if anything was being done. No gratification as there was no manager to be found, paged or called!!! Told by receptionist that I should call on Friday. Then transferred to manager's voice mail to leave message.

6/07/02: Spoke to Customer Service Specialist then transferred to Valencia of the titling dept. where I left voice mail detailing the nature of my problem.

6/08/02: No one home at HFC.

At this point I am feeling angry and frustrated with the lack of communication and follow thru on the part of your organization, in as much as you say "For quality assurance your phone call may be recorded", it became evident that either the playback function of your recording device doesn't work, doesn't record or the personnel reviewing these alleged recordings didn't comprehend and/or completely ignored! As well as the complete absence of any type of "Customer Satisfaction" program in place!

6/10/02: Valencia from titling calls my home. At 5:45pm EST, I return the call and get the answering machine. Valencia returns my call at work within 30 min. and informs me that she will have title to forward to s****.>