Complaint: [redacted]
I am rejecting this response because: I was told to have [redacted] sign the document because she was on the account and because the car was in her care. So because of improper training done to your staff I'm not paying for it. We were offered a deal to pay X amount and then have the remaining balance added to the end of the term we accepted the offer and we were ready to pay immediately the woman said she cleared it with her manager but after wanting verbal confirmation from the manager he told us a completely different thing. Since the calls are recorded go back and listen to the calls from December 2016 till February 2017 and you'll see we accepted the offer and was willing to pay for their mistake and misinformation. I do see we are not the only ones that have had this issue such a same you do this to customers.
Sincerely,
[redacted] & [redacted]
Initial Business Response /* (1000, 11, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns and apologizes for any frustration and/or confusion in dealing with her automatic payments. The Finance department recently switched payment vendors, which also...
entailed switching all automated payments to the new payment system as well. Our new payment system is up and running with no further issues. We invite Ms. [redacted] to contact The KEY Finance to discuss any other concerns she may have.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not resolved as I just received a call from the finance department on October 20th over the same issue. And I have tried to call and speek to management on 5 occasions and represenitives refuse to let me speek to anyone that may be able to resolve the issue.
Final Business Response /* (4000, 15, 2015/10/23) */
To reiterate, Finance apologizes for any undue frustration caused by the payment vendor and ultimately automated payment conversion. Our new system is now viable and functioning as before; we invite Ms. [redacted] to check the email address she provided to Finance and she should find the link and temporary password confirming her payments are now set up on automatic withdrawal.
Auto Finance USA invites Ms. [redacted] to contact a representative at her convenience so that mutual resolution may be reached concerning her payment schedule.
Complaint: [redacted]
I am rejecting this response because: I was told to have [redacted] sign the document because she was on the account and because the car was in her care. So because of improper training done to your staff I'm not paying for it. We were offered a deal to pay X amount and then have the remaining balance added to the end of the term we accepted the offer and we were ready to pay immediately the woman said she cleared it with her manager but after wanting verbal confirmation from the manager he told us a completely different thing. Since the calls are recorded go back and listen to the calls from December 2016 till February 2017 and you'll see we accepted the offer and was willing to pay for their mistake and misinformation. I do see we are not the only ones that have had this issue such a same you do this to customers.
Sincerely,
[redacted] & [redacted]
Initial Business Response /* (1000, 11, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns and apologizes for any frustration and/or confusion in dealing with her automatic payments. The Finance department recently switched payment vendors, which also...
entailed switching all automated payments to the new payment system as well. Our new payment system is up and running with no further issues. We invite Ms. [redacted] to contact The KEY Finance to discuss any other concerns she may have.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not resolved as I just received a call from the finance department on October 20th over the same issue. And I have tried to call and speek to management on 5 occasions and represenitives refuse to let me speek to anyone that may be able to resolve the issue.
Final Business Response /* (4000, 15, 2015/10/23) */
To reiterate, Finance apologizes for any undue frustration caused by the payment vendor and ultimately automated payment conversion. Our new system is now viable and functioning as before; we invite Ms. [redacted] to check the email address she provided to Finance and she should find the link and temporary password confirming her payments are now set up on automatic withdrawal.
I have contacted the the complainant and advised what we need to adjust the account. Privacy regulations do not permit me to comment further.
Auto Finance USA invites Ms. [redacted] to contact a representative at her convenience so that mutual resolution may be reached concerning her payment schedule.