Nancy
Huntsville,#2Consumer Suggestion
Thu, February 27, 2003
I'm glad everything appeared to work well for you. The experience is traumatic and others might not be so lucky. I was truly amazed to hear of the return of your personal property. May I recommend that you exercise due diligence with Household. The errors and omissions that resulted in your favorable outcome may not be apparent or available if future problems arise. To the best of my knowledge, Craig Streem is not V.P. of HAFC. I know he is/was the Public Relations point of contact for Household International, and has submission authority for their corporate press and news releases. He is in an excellent position to refer consumer complaints at the corporate level to the best response division within Household International and their subsidiaries (Household Finance, Household Auto Financing, Household Retail Services, etc.). I always recommend reporting at the public sites, because the complaints remain accessible and consumers will be aware. I also recommend reporting to the controlling agencies (FTC, State AGs, OCC, etc.) The oversight controllers need to be made aware in order to be effective. Sadly enough, most consumers do not file complaints in an effective manner to the proper regulating and advocate agencies. Their problems are unresolved or escalate past the point of no return. Currently the Office of the Comptroller of the Currency (OCC) is accepting public comments about Household International and subsidiaries, as they consider the purchase of Household by HSBC. You should sent your experience to the OCC at: John Hawke, et al. Office of the Comptroller of the Currency Western District 50 Freemont Street, Suite 3900 San Francisco, CA 94105 You can fax a copy of your letter to: 415-545-5974 fax You can probably use a portion of your letters to the Missouri Division of Finance and others to quickly prepare a letter for the OCC. Consumer advocacy groups need your help.
Daphene
Belton,#3Author of original report
Wed, February 26, 2003
At approximately 8:30 pm this evening there was a knock at my front door. There, on my deck stood a woman (I think) and three trash sacks.
Inside of the bags was all of my property! I made her stand there as I pulled each item out, individually, (including the CD's) and did an inventory. Not a thing was missing! I almost fell over dead right there. Even my money and credit cards were intact!
I have not talked to these people since last week when "Linda" refused to give my belongings back, then tried to make me "buy" them from her, so apparently HAFC took care of that situation as well.
Must have something to do with the fact that repossession companies make the lenders sign Hold Harmless agreements, making the finance company responsible in the end.
I have been so overcome by this situation, I never even thought to cancel my credit cards! I am so glad you came across my story. And to think, all I was worried about was a stupid cellular phone!
Thank you for your words. I'll be on the phone with the cc companies and at my bank first thing in the morning...not to mention changing my locks!
Thank you again.
Daphene
Belton,#4Author of original report
Wed, February 26, 2003
At approximately 8:30 pm this evening there was a knock at my front door. There, on my deck stood a woman (I think) and three trash sacks.
Inside of the bags was all of my property! I made her stand there as I pulled each item out, individually, (including the CD's) and did an inventory. Not a thing was missing! I almost fell over dead right there. Even my money and credit cards were intact!
I have not talked to these people since last week when "Linda" refused to give my belongings back, then tried to make me "buy" them from her, so apparently HAFC took care of that situation as well.
Must have something to do with the fact that repossession companies make the lenders sign Hold Harmless agreements, making the finance company responsible in the end.
I have been so overcome by this situation, I never even thought to cancel my credit cards! I am so glad you came across my story. And to think, all I was worried about was a stupid cellular phone!
Thank you for your words. I'll be on the phone with the cc companies and at my bank first thing in the morning...not to mention changing my locks!
Thank you again.
Daphene
Belton,#5Author of original report
Wed, February 26, 2003
At approximately 8:30 pm this evening there was a knock at my front door. There, on my deck stood a woman (I think) and three trash sacks.
Inside of the bags was all of my property! I made her stand there as I pulled each item out, individually, (including the CD's) and did an inventory. Not a thing was missing! I almost fell over dead right there. Even my money and credit cards were intact!
I have not talked to these people since last week when "Linda" refused to give my belongings back, then tried to make me "buy" them from her, so apparently HAFC took care of that situation as well.
Must have something to do with the fact that repossession companies make the lenders sign Hold Harmless agreements, making the finance company responsible in the end.
I have been so overcome by this situation, I never even thought to cancel my credit cards! I am so glad you came across my story. And to think, all I was worried about was a stupid cellular phone!
Thank you for your words. I'll be on the phone with the cc companies and at my bank first thing in the morning...not to mention changing my locks!
Thank you again.
Daphene
Belton,#6Author of original report
Wed, February 26, 2003
At approximately 8:30 pm this evening there was a knock at my front door. There, on my deck stood a woman (I think) and three trash sacks.
Inside of the bags was all of my property! I made her stand there as I pulled each item out, individually, (including the CD's) and did an inventory. Not a thing was missing! I almost fell over dead right there. Even my money and credit cards were intact!
I have not talked to these people since last week when "Linda" refused to give my belongings back, then tried to make me "buy" them from her, so apparently HAFC took care of that situation as well.
Must have something to do with the fact that repossession companies make the lenders sign Hold Harmless agreements, making the finance company responsible in the end.
I have been so overcome by this situation, I never even thought to cancel my credit cards! I am so glad you came across my story. And to think, all I was worried about was a stupid cellular phone!
Thank you for your words. I'll be on the phone with the cc companies and at my bank first thing in the morning...not to mention changing my locks!
Thank you again.
Nancy
Huntsville,#7Consumer Suggestion
Tue, February 25, 2003
While it is still fresh in your memory, perform a comprehensive inventory of all personal property missing from your automobile. You will also need to provide an accumulated value of loss.
As a former Missouri native and current property owner in Missouri, I know it is a mandatory insurance state. Some losses may be covered by insurance, either homeowners, renters, or automobile policies.
There is a State Highway Department center in Lees Summit and on-line research may be conducted to assess the libility of the repossessing company. It would seem logical that security should have been provided while the car was impounded. At the very least report the items as stolen to the local police (city, county, and state). The property may eventually be recovered from local pawn shops and flea markets.
Because your purse contents, (banking information, personal information, and identification) were "lost", you also need to report those items (banks credit reporting agencies, credit card companies, and insurance company) and initiate an investigation to protect yourself from identity theft and the risk of becoming a victim of fraud.
Due to the exposure of the business practice and the nature of the business you are exposing, you should also take precautionary measures regarding personal security. Check the door and window locks on your residence, be aware of lighting and your comfort zones, become more familiar with surrounding areas and your neighbors. Because of your loss, "they" also know where you live. I don't want to advocate living in fear, just a heightened level of awareness and readiness.
Best wishes,
Daphene
Belton,#8Consumer Comment
Tue, February 25, 2003
You know Nancy, I never even considered they were doing it for show...I bet a hundred dollars you are correct.
When they brought my car back down, the guy made it a point to tell me that they had paid extra to detail wash it inside and out..at HAFC's expense, and they put a full tank of gas in it.
License plates were still on it, as promised, and inside was 1 CD and my air freshener.
Missing are my registration, insurance cards, and all other paperwork kept in the glove box, my CD collection (5 years worth), my cellular phone, my leather engraved daily planner (don't know what good that's gonna do anyone but me) a $250.00 leather coat, and my Coach handbag (which had my driver's license, medical insurance cards, makeup, perfume, eyeglasses and MONEY in it)!
Can't really blame HAFC for that (or can I), it's the repo company that took it and won't give it back. So, now I'm stuck trying to deal with that.
Thanks for your point of view. I'm really not done with the situation yet, my main priority was ensuring I got my vehicle back, so that I can make sure they NEVER get it again, and eat their 19% interest rate!
Nancy
Huntsville,#9Consumer Suggestion
Sun, February 23, 2003
I feel that HAFC was not responding directly to you or your situation. Their response was for the agencies where you filed formal complaints.
HAFC formal response will be regarding the actions of a "wildcat" office and contractor and out of control.
It is great that you complained to the government agencies. Good that you complained to the corporate level of HAFC and their response was in a positive manner. Would the HAFC response have been favorable if they were not aware of the other complaints filed?
Let HAFC and Household International know at the corporate level, regarding the pettiness, viciousness, non-professional conduct, and impact the abuse has on consumers. If it is the action of a satellite office or contractor, then such actions need to be corrected and curtailed.
Of course, HAFC can now report that the situation was resolved in favor of the consumer to the investigating agencies. It also minimizes adverse publicity involved in a "public record".
Daphene
Belton,#10Author of original report
Fri, February 21, 2003
After reading some more reports on this site, I located a post which contained an email address for Craig Streem, the VP of HAFC. The guy who made the post said he sent his story to them, but never heard back from Household.
Figuring it was worth a shot, I emailed him a copy of the letter that I submitted to the FTC, the MO A.G., and the MO Division of Finance detailing the situation that occurred with Household and their repossession agent.
Today, (not even 24 hours after I sent the email), Mr. John O'Brien, another Vice President, took time out of his day and personally called me. I could not talk when he originally telephoned as I was busy, but he told me to call him back when I got home.
I telephoned him at 6:35 p.m. CST. He told me he had received my letter and he was horrified at what I had written. At first I thought that I was going to get yet another run around as he told me "it was probably to late in the day for him to get anything resolved, but that he would do his best to look into the situation and find out what was going on". He ended our telephone conversation by telling me that "I would not hear back from him this evening, but that he would call me tomorrow even if it was just to let me know that he had gotten nothing solved." He then proceeded to give me his cellular phone number incase I needed to contact him and couldn't reach him at the office!
Not more than 5 minutes later my telephone rang. Mr. O'Brien had me on speaker and advised me of that. He told me that he had a lady in the office with him by the name of Valerie who was responsible for arranging the transport of repossessed vehicles. He then asked for me to provide him with an address where he could have my car delivered to me tomorrow, at their expense! I almost fell over from heart failure.
Now, I must say this about Household: Mr. O'Brien's immediate attention to my situation, and the actions he took to resolve the wrong doings, have proven that if their company is TRULY at fault, they will do whatever is necessary to fix it. I guess you just need to have a legitimate complaint.
After dealing with the employee's of HAFC, I was determined that there was not a one there that was professional, or knew what they were doing. Mr. O'Brien proved to me that I was wrong, there is at least ONE, and I am truly greatful for his presence at Household Finance.