Misty Estevane
1/5
Received a bill after son's surgery, made regular payments like a normal adult should. Received subsequent statements that even had a note saying "continue making regular payments"; perfect.. no problem.
Last week I try to log in to make final payment and my access code is expired and the error message says to check statement for new code or call office. I call the office and put on hold after each question I ask so the receptionist can get the answer and I'm told I can only get a new access code by getting a new statement in 3-5 days. I tell the receptionist no problem, as soon as I get the statement I'll pay that final bill. So she calls me back almost immediately and tells me that she can't send me a statement because I'm being turned over to collections tomorrow. I ask her how that's even possible since I've been making payments and even received notes on my statements telling me to keep doing what I'm doing. She tells me that "someone" sent me a payment agreement and I ignored it, which also makes no sense and I ask if the handwritten notes on the statements are supposed to be a payment agreement - she can't answer that question (shocker). She tells me that she can take my payment over the phone right now and I have to explain that I don't have my purse with me because of where I work and that I will pay it as soon as I get home, I just need the new access code. She argues that she can't give me the access code and doesn't have the "access" to do that, but maintains that she can take my payment "right now so that I don't get sent to collections".
I ask to speak to someone in charge and I get the whole "that person is in and out of the office and we never know when he's going to be here". So I ask for a direct extension of that individual, which results in the "I can't give out his personal phone number". What I didn't ask for a personal phone number, I asked for a WORK number.. you know, where people WORK? It didn't matter who I asked to talk to, I was only allowed to call the number where this incompetent girl answers and wasn't willing to transfer me to anyone who was remotely competent. I told her that I knew that wasn't true and that she didn't have to make up lies to appease me; I just want to talk to someone who knows SOMETHING. Her response, you can call this number. Thanks! Because you've been such a tremendous help so far!
My solution was to send a check from my bank's bill pay service with a love note in the memo section to let them know how much I appreciate their help. Jokes on you, rude receptionist; I still paid my bill.
The moral of this story is a) find competent people to answer your phones and knows how to deal with customers; b) if someone is on your side and trying to make sure you get paid for your services, let them pay you instead of threatening to turn them over to collections; and c) extortion is illegal and ignorance isn't a valid excuse.
**Update
Received an envelope today (12/6) with my cashiers check in it and a post it note with a collection agency's address on it. Mind you, they held this check in their possesion for a month and the stub has been detached where I left them a love note. Petty much?
**Update
I called repeatedly to speak with Amanda, who was supposedly in charge. The same receptionist always told me she wasn't in or wasn't available and that she would give her a message. I eventually told her that I wasn't going to leave any more messages because I knew she wasn't getting them. I finally called and got someone different that answered. Her name is Kathleen and she was extremely helpful and apologetic. She took the time to listen to what had happened and thankfully Amanda had left notes in my account from a previous phone call so she could see what was going on. Long story short, Kathleen took care of the account and made arrangements for my check to be re-delivered to her personally. So, thank you to Amanda and Kathleen for doing the right thing!
