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Home >> Lending >> Vehicle Loans
Bank's Continued Errors Drive Me Nuts!
I have an auto loan with a national bank that was recommended by my dealer. My wife also has her car with them. I sent them a blank check for autopay. One of their agents mistyped in the data and now every single month, I get hit with a late payment notice, which they excuse each time I call in and correct them. I have spent hours on the phone giving them correct information and each month, it does not get properly changed causing the cycle to repeat.
If I had a late payment, they would be entitled to a penalty, but because of their errors, do I have any recourse for having to respond every month on my time? When you account for the times I have to fish through their call prompting and then get an agent who will actually do the work without losing me on the phone, it is about two hours each time I call.
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 The next time you have to contact the bank about the same error, get the name and address of the customer service center's supervisor, and the vice president (or similarly-situated individual) in charge of the area. Take the time to write a carefully-worded letter explaining the error and the fact that you have repeatedly had to deal with it, and ask that the error be rectified once and for all. If that tactic doesn't work, you can lodge a complaint with the Office of the Comptroller of the Currency, the federal regulator of national banks. There is contact information and an online complaint form available at here. If you work with that auto dealer again and it suggests that you use the same bank, ask for a different recommendation.
Published on BankingQuestions.com 10/01/09
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