ProWest Services Inc.
Complaint 9383 Details

First of all I would like to say that never in my dealings with customer service agents as well as my being one at one time have I ever been treated the way that I was treated by this company. First of all I have never heard of an agent hanging up on a customer. When I was a customer service agent we didn't even have the ability to hang up. The phone conversation would not even end unless the customer hung up. That being said I spoke to a Linda Glider on the morning of August 1st and she gave me instructions on how to pay my security deposit that was required for a loan we were obtaining. I proceeded to make the payment and call back and give the reference number to the company to put in the system so that my fund could be released. I was assured that my loan would be direct deposited into my account within 24 hours. I then received a call from a Jason the very next day stating that because my husband is a high risk client he is required to buy the optional insurance policy to protect the lender from default on the loan. I was also told by Jason that after sending a security deposit of nearly $1000 he felt that coming up with an additional $1225 was outrageous and he assured me he would contact the lender as well as the insurance company and see what he could come up with. He came back and said that the best that he could do would be if I paid a minimum $700 payment the funds would be released and then within the first 2-3 business days of receiving the funds I had to make the remaining $525 payment. I reluctantly agreed because he told me that a refund would take 14-16 business days and I simply did not have that kids of time. The following day, August 3rd, I then went to MoneyGram and wired an additional $700 and when I called back and spoke to Jason again and gave him the reference # I was assured that the money would be in my account by 7pm. I then received a call from David at around 2:30 pm stating that Jason had given me the wrong name to send the money to so I would need to change the name. I called back around 4:30 pm to let David know that the name had been changed and was assured that the funds would take about an hour to be in my account. I called several additional times throughout the night and was continuously told that the money would be there within the hour. I then called several times in the morning and kept getting voice mail because no one was answering the phone and my money was still not in my account. I finally spoke to Linda Glider again at around 12:30 pm August 4th and she stated that it was unacceptable that I had already been dealing with this issue for 3 days and she would get to the bottom of it. When I contacted her 30 minutes later she stated that I needed to pay the insurance premium in full before my funds would be released. I went on to tell her that Jason had stated that I could make the minimum payment and then make the additional payment once the funds were released. She told me that was true but if I wanted to do that I had to wait for the insurance packet in the mail before my funds would be released which takes up to 10 business days to arrive. They have us between a rock and a hard place because I can't come up with the additional money and I can't wait the 10 days for the packet and I can't wait the 14 days for a refund but the fact that their company gave me wrong information was none of their concern and I spoke to several people all of which hung up on me several times and told me I had attitude when all I was trying to do was get someone to listen to me and each of the agents continued to interrupt me and talk over me and would not allow me to get a word in edgewise and I was treated with complete disrespect and they never once offered to rectify the situation. At one point I even asked if they could send me the insurance packet FedEx overnight since they were the ones that screwed up but I was repeatedly told that everything I was asking was "against policy". I tried to say that I realize that they have policies but sometimes there are ways around policies to make a customer happy especially when the dissatisfaction was due to the companies mistake which was that the agent gave me wrong information. I would NEVER have handed over $1700 if I had known that it would take up to 10 days to get my loan! I have 3 children to feed and obviously we are in a tight financial spot or we would not be taking out a loan. As of August 5th I paid the additional $525 payment and have still not received my loan.