The absolute worst financial institution to deal with ever! The local credit union has more banking savvy than is joke of a bank I truly feel sorry for anyone who either opens and account or agrees to a loan with them They 'lose' payment books in mail to ensure late fees are applied, they charge outrageous handling fees when attempting to pay onlineEarly payoffs result in additional fees to delay closing the account without notification Customer service is sketchy at best You can be connected with someone who is knowledgeable and helpful, or someone who personifies a 'whatever' attitude
I've been a customer for about 4 years. Lately I tried to call customer service to understand some fees charged to my account; however, I was very disrespected by your customer service department. They refused to talk to me especially a customer service agent named Lisa. A manager named Candice is never available to talk to me and never return me voicemail. I never felt so disrespected by a company my entire life.
I bought my Elantra from Jenkins Hyundai dealership, in Leesburg Florida, in November 2014 with my first payment due on December 29. When I hadn't received my bill, which is the only way to get the account number, I called the dealership. Every number they provided brought me to the same automated, prerecorded message with no option for a vehicle loan department. When I spoke to both their credit card and checking account department I was told they do not provide vehicle loans. After several days of back and forth with Jenkins Hyundai, including Christmas Eve, no other contact numbers could be found.
While waiting for ANY correspondence for the bank I owe $20k to, I finally received a letter requesting my insurance information on Jan 5th. When I contacted their customer service department, which apparently closed early for the holidays, I explained the issue expecting a quick fix, as it is a federal law that a bank sends at least the first bill through mail. Not only did the "customer service rep" not wave the late fee, she very rudely with a sprinkle of glee explained (used loosely) that their will also be a $35 convenience fee to process said payment . When it became apparent that I had to talk to a supervisor in order to speak to a competent individual I was sent to a voice mail.
Furious as I was I called back and received the same service, this time from a CSR named Pam. Same request for supervisor, same outcome. On my third call the same Pam answers the phone (lucky me). When questioned about the previous incident I was instructed that I had to leave a message and the "supervisor" will call me back (laugh). It took three phone calls just to figure out their escalation process, which I had to ask about just to get an understanding of the issue. I left my message and as of Jan 15 not received a call back.
I sent my payment through my personal banks bill pay service yet Independent bank has yet to cash the check. I spoke to Lisa today(also extremely rude) and she told me she was able to waive the fee, and to call back tomorrow if the payment hasn't posted. Fingers crossed that the issue is resolved but I'm not holding my breath.
FYI - I've worked for debt collection companies that have more tact and professionalism. If you want to be treated like more than the next voice on a phone interrupting someone's reading, go elsewhere. I know I will in 6 months!!!
The absolute worst financial institution to deal with ever! The local credit union has more banking savvy than is joke of a bank I truly feel sorry for anyone who either opens and account or agrees to a loan with them They 'lose' payment books in mail to ensure late fees are applied, they charge outrageous handling fees when attempting to pay onlineEarly payoffs result in additional fees to delay closing the account without notification Customer service is sketchy at best You can be connected with someone who is knowledgeable and helpful, or someone who personifies a 'whatever' attitude
I've been a customer for about 4 years. Lately I tried to call customer service to understand some fees charged to my account; however, I was very disrespected by your customer service department. They refused to talk to me especially a customer service agent named Lisa. A manager named Candice is never available to talk to me and never return me voicemail. I never felt so disrespected by a company my entire life.
I bought my Elantra from Jenkins Hyundai dealership, in Leesburg Florida, in November 2014 with my first payment due on December 29. When I hadn't received my bill, which is the only way to get the account number, I called the dealership. Every number they provided brought me to the same automated, prerecorded message with no option for a vehicle loan department. When I spoke to both their credit card and checking account department I was told they do not provide vehicle loans. After several days of back and forth with Jenkins Hyundai, including Christmas Eve, no other contact numbers could be found.
While waiting for ANY correspondence for the bank I owe $20k to, I finally received a letter requesting my insurance information on Jan 5th. When I contacted their customer service department, which apparently closed early for the holidays, I explained the issue expecting a quick fix, as it is a federal law that a bank sends at least the first bill through mail. Not only did the "customer service rep" not wave the late fee, she very rudely with a sprinkle of glee explained (used loosely) that their will also be a $35 convenience fee to process said payment . When it became apparent that I had to talk to a supervisor in order to speak to a competent individual I was sent to a voice mail.
Furious as I was I called back and received the same service, this time from a CSR named Pam. Same request for supervisor, same outcome. On my third call the same Pam answers the phone (lucky me). When questioned about the previous incident I was instructed that I had to leave a message and the "supervisor" will call me back (laugh). It took three phone calls just to figure out their escalation process, which I had to ask about just to get an understanding of the issue. I left my message and as of Jan 15 not received a call back.
I sent my payment through my personal banks bill pay service yet Independent bank has yet to cash the check. I spoke to Lisa today(also extremely rude) and she told me she was able to waive the fee, and to call back tomorrow if the payment hasn't posted. Fingers crossed that the issue is resolved but I'm not holding my breath.
FYI - I've worked for debt collection companies that have more tact and professionalism. If you want to be treated like more than the next voice on a phone interrupting someone's reading, go elsewhere. I know I will in 6 months!!!