This is an open letter to Anthony L. Goins, Senior Vice President of Customer Service at Chase Auto Finance.
Dear Mr Goins,
Over the holidays I made one silly and one serious mistake.
The silly mistake I made was that when I sent in my first payment to your finance department I wrote the check for $200.00 less than the correct amount. You'll have to excuse me but it was a few days before Christmas, and I was in a hurry to get my last minute shopping done while getting ready for a week's vacation. It was a silly mistake and I apologize.
A few days after Christmas your "customer service" department called to inform me of the error. However unlike myself your "customer service rep" wasn't a real person. No, instead it was a robo-call telling me to call you back.
Which I did.
I was immediately put into automated phone hell. You know, "Press one if you speak Ethiopian, 2 if you speak Mongolian, 3 if you know 'our' customer number," and so on, and so on, and so on.
After about 15 minutes of talking to a computer, I figured out the mistake and immediately wrote the check and sent it to you.
Silly me…I thought that would be the end of it.
Instead your "customer service robot" called me morning, day and night, and that includes the weekend…telling me to call Chase.
Here's the funny part. Apparently you can't be bothered to actually call your customer instead you have a robot harass your customer to tell them to call you back.
After a week of your constant and non-stop robot calls I was almost at my wits end, but thankfully today "Ed" called me from your "Customer service" department. "Ed" wouldn't give me his last name and of course his English would best be described as that of a waiter at the local curry, joint but never-the-less I tried to explain the problem to Ed.
I told him that I sent $200.00 to you a week ago, and he explained to me that the only possible solution to this problem was to make an immediate phone payment…or you would report my shortfall to the credit agencies.
I, of course, tried to explain to Ed that I had sent in the money last week and that making a double payment was a bit extreme, and besides I'm getting a bit tired of the constant robot calls. He insisted the only possible solution to this problem was an immediate phone payment.
So I insisted and asked to speak to Ed's supervisor.
I believe the conversation went something like this…
Me: "Ed, can I please talk to your supervisor?"
Ed: "This is not a problem the supervisor can help you with."
Me: "Never-the-less Ed, can please speak with your supervisor to straighten this out."
Ed: "You can make a phone payment."
Me: "Ed, do you realize that you are not helping me?"
Ed: "You can make a phone payment today."
Me: "What's your last name Ed?"
Ed: "I can't tell you that."
So Mr Groins, do you recall how at the start of this letter I said that I had made two mistakes over the holidays (one silly and one serious).
Obviously the silly one was writing the check for the incorrect amount.
And just in case your are curious, the serious mistake one was selecting Chase Auto Finance when financing our families new car.
The good news: You can bet I won't ever make that mistake again.