Complaint Review: Reliable Credit - Internet Internet

I recently traded my car in for a new, more spacious vehichle with less problems.  My first payment was in April, which was sent out on the due date and I like many others received a call before and on the due date.

In May, a friend was called asking my whereabouts and told that I needed to make my payment which wasn't even due for another 5 or 6 days.  I kept in contact with the customer service and legal departments of Reliable on a regular basis.  I could name nearly every customer service rep because they have called and left messages for me or I have spoken with them. 

Recently, I have come to know the managers very well as that is all I will speak with now.  On June 28th, my car was repossessed.  Not even at my physical address, I had just moved in with my fiance and my address the bank had was my mother's.  She says she was never even contacted nor did the repo man come by.  Not only was the repo company there with 3 people, the city police were there too at 8:30 on a Sunday morning!  I had the money order to send in my payment the following day and had even spoke with the customer service department on Friday afternoon telling them that I would have the money in the mail saturday, but fortunately for me I wasn't able to get to the post office on Saturday.  If I had mailed the payment out, they would have had my money and my car!!!

Well, needless to say, I had no way of coming up with $8999.00 (total amount financed in March) and the car was sent to auction.  I was upset, but dealt with it.  After keeping the payment that I was going to send out in June, (I bought a very cheap, used car the same day the car was repod)

I followed up on the account to get info if the car went to auction, what it sold for, what my balance was, etc.  It's my account and I'm still responsible for it until it's paid off, so I wanted the info. 

Luckily, the gal I spoke with told me that the account was paid off with no balance. (what a relief!!  That's so unheard of) She didn't have the amount the car auctioned for, but did say that there was an overpayment on the account of $506.00 and a check would be sent to me but she wasn't sure as to when.

The following week, I spoke with a manager who also said, "Yes, you will receive a refund check for $506.00.  The check was cut today, so you should get it by the end of the week."  Great, I'm getting money back and at a perfect time in my life......I was nearly homeless. 

The beginning of the next week, still no check.  At this point, I'm furious!  Where's my check?  Well, I spoke with a different manager, explained everything that had happened and what I was told.  He was very rude, said there was an insurance claim of $4,756 because there was damage to the car.  WHAT DAMAGE? When it left my possession, there was no damage to the vehichle.  A scratch maybe, but 4 thousand dollars worth? I don't think so!  He then told me if I would have had insurance on the car, but I DID.  He told me that the $506 went back to their insurance company, becauase the overpayment was from them and they get the money back.  He also proceeded to tell me that I should just be happy that the account was paid off and that my bank accounts weren't being wiped out ande wages garnished.  I was absolutely appauled, one that he would have the nerve to talk to me that way, two that there was significant damage to the car. 

I later called back asking to speak with this man's manager and he was put back on the phone, I told him I did not want to speak to him, just his manager.  He stated that the only person above him would be the VP of the bank and he doesn't take calls.  I later called and asked to only speak with the manager who had originally told me that the refund check was coming to me.

After lots of tears of frustration, the manager eased things over with me explaining that the damage to the car was done at the auction and Reliable's insurance paid on the claim.  He also said that because he is a man of his word and told me that the refund was coming to me, he would make sure i got a check.  He explained that it is very rare for a refund but 99.9% of the time the check goes to the customer and that when the account said refund, he assumed it was to me, the customer, not the insurance. 

Yestarday, I got a call from the nice manager that the check is on it's way, so I'm very grateful for him, but if I hadn't been so persistant, I wouldn't have that money.