Consumer complaint received 2015-11-04
Company: DriveTime
State: FL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I got a car through Drive time I am currently passed due on my acct i have gotten behind on a few bills due to a financial hardship i am aware i am behind and am working on trying to get caught up with the company ... each and everytime i can afford to or on my paydays i will send in a pmnt i am aware that the amt i am sending in does not add up to what i owe but i am trying anyhow each and everytime i call drive time 's customer service number the representatives on the other end of the phone are so rude and they interrogate you like they are the fbi asking personal questions like why did i get behind etc ... there is no compassion in their voice kindness or care for what people are going thru they give off a rude attitude with the intent to only want to get the debt paid ... with that bieng said because of the rudeness i allways end up having to hang up on them well today i called because i recieved an email from a XXXX XXXX at drive time she offered to help me in that email get caught up and stated i had options that i could take advantage of well when i called drivetime i specifically asked to spk to XXXX XXXX the representative on the phone basically told me he couldnt transfer me without an extension when i asked why was that he stated they had a bunch of XXXX working there and without an extension he couldnt transfer me ... i asked him why was that he stated they were a big company i asked him did they not have a company directory and he never answered that question ... he did however attempt to remind me that i owed my bill and was 102 days past due in again an attempt to get it paid i adv him i wanted to spk to XXXX the young lady who sent me the email and he refused to do that telling me he was going to transfer me to another department when i asked him why he was transfering me he couldnt give me a clear answer i asked to speak to a supervisor who then adv she was going to transfer me to the department who could let me speak to XXXX once i was transfered i could tell that the tone of the next representative was rude and i was not able to speak with XXXX XXXX again as she adv me that XXXX was no longer handling my account as of XXXX the first the representative didnt give me a quality assurance statement or mini miranda and neither nor did she advise wether or not the call was recorded i had to ask and when i did she said the call was bieng recorded when i told her she didnt advise me of that she said she didnt have to in a rude tone i then tryed to explain to her about the rude customer service i have allways recieved with them and that is why i never get anywhere when i call and that is why i dont call and i just send in what i can send in when i can afford it to avoid the harsh rude representatives and she began to get rude with me again she was patronizing me and was overtalking me and caused me to hang up she presented herself as if she just did not care as soon as the call started and put it in her head that she was not going to listen to me about anything i feel like it was all a setup they were not trying to help me or give me any options they just wanted me to call in so they could obtain my contact information with the intent to continue to harrass me and never really help me ... now i am aware of the amount if money i owe and i am aware of how many days i am behind and also aware that i am in a contract but that doesnt mean i deserve to be treated this way each and everytime i attempt to contact them to try to make a resolution on my account!!!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation