Disappointing
So, I received a call from Drivetime this morning. Transcription Follows:
Veronica: Hello, is this James?
James: May I ask who’s calling?
Veronica: It’s Veronica.
James: Okay.. Veronica from wher–
Veronica: –Drivetime. Are you James?
James: Yes I am. What can I do fo–
Veronica: Listen. I’m calling to make a payment.
James: (Confused) Umm.. Ok. How did you want to make the payment?
Veronica: No. I’m calling BECAUSE YOU need to MAKE a payment. How did you want to pay today?
James: Veronica, I’m not able to make a payment at this time.
Veronica: And WHY is that?
James: Well, I’m honestly sort of busy right now. Would you mind reading the notes on my account regarding the situation?
Veronica: James, I’m the one who spoke with you at the beginning of the month. I know about the “situation” with disability, and that you said it can take months. WE can’t wait that long.
James: Ok, So you know the situation, and that I don’t have any money until that decision is made.
Veronica: Then we are going to come pickup the car today. You didn’t think you can just drive he car for free, did you?
James: No, I honestly didn’t. At the beginning of the month, we both agreed that the car was going to be repo’d didn’t we?
Veronica: Well, we simply can’t wait for payment any longer. You’re 90 days past due.
James: I know, and I’m sorry; but there is nothing I can do about that at this time, as you well understand.
Veronica: So you’re simply just not going to pay your bills?
James: Veronica, if you know that I have no money until my disability comes in; and you’ve told me that you are repossessing the vehicle, and you are in full understanding of what’s going on, why do you persist in repeating the same questions.
Veronica: Fine. What is the address of the vehicle?
James: Same address that’s on file.
Veronica: OK. Have a great day, and thank you for choosing Drivetime.
—
So, I called her back, and straight out asked her. I’d have a log, but google voice doesn’t transcribe outbound calls. Sorry. It went like this:
Larry: Thanks for calling Drivetime. My name is Larry. How can I help you?
James: Yes, can I speak with Veronica, please?
Larry: One moment and I’ll patch you through.
…
Veronica: This is Veronica.
James: Hi Veronica – This is James. You just spoke with me.
Veronica: Yes?
James: I was just curious as to why you were being confrontational and degrading during our conversation?
Veronica: Because you are past due.
James: Yes, but you understand that the entire situation is out of my control, and despite the fact that I cannot pay, do you not see that I am a human being?
Veronica: Well…
James: Well what? I do not appreciate being made to feel like a horrible person simply because you feel the need to degrade someone. If you need to disassociate from the people you are talking to, then do so; but verbal abuse is not acceptable.
Veronica: Well, you are past due on your account, Sir.
James: Yes, and we both know the reason why. Your job doesn’t entail this kind of behaviour.
Veronica: Very well. (Sarcasm) I’m Sorry… (/Sarcasm)
James: I didn’t call for an apology, but thank you. I called to let you know that your behaviour was disappointing, especially as a person who is supposed to be a professional. That being stated, I hope you have a sincerely wonderful day.
So, there you have it. Please feel free to call Drivetime, and ask for Veronica. The number is (800) 483-1963.
My favourite question to ask her so far, is why she believes degradation of customers is part of her job.
Oh, and if she divulges ANY account information, please contact me immediately.