Complaints.com

From: Message Author
Date: Wednesday, 06-Jun-07 14:55:32 CDT

Business Info

Below is a letter I just sent to Nuvell.

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Nuvell Financial Services

ATTN: Customer Service

PO Box 7100

Little Rock, AR 72223

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To Whom It May Concern:

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"Nuvell's commitment is to provide superior customer service and exceed =

your expectations. You are our first priority."

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My husband purchased a truck in December, 2006. He passed away suddenly =

and unexpectedly on April 22, 2007. As of right now, there is no cause =

of death. The coroner's office informed me it could take up to six =

months for the autopsy results. The life insurance policy will not make =

payment until there is an actual cause of death. In the meantime, I am =

a widow with three children, one income and the expenses of a two-income =

family.

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I called Nuvell within days of Bob's death and explained that I cannot =

make payments on the truck and asked for help. I was told since the =

loan was so new, nothing could be done. I put the truck up for sale =

privately. After about a week and a half, spoke with Nuvell again, =

explained the circumstances again and that I was trying to sell the =

truck and asked for help. =20

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"We maintain a disciplined obsession with delivering value to our =

customer, ensuring that the customer's needs and desires are our top =

priority."

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This time I was told I could have two extension payments - taking me up =

to June 28 until I had to make a payment. I was very grateful - what a =

relief to have one less thing to worry about in this very stressful time =

for me and my family. I began shopping the truck around and advertising =

it where I could. My last option being to sell it back to the dealer. =

But at least, thank goodness, I had time.

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Guess not. To my surprise, Nuvell collections started calling me - =

every =BD hour. They would call my home phone and my cell phone. When =

I spoke with the callers, none of them had any idea about the extension =

payments, about Bob's death, anything, they just knew I was behind and =

wanted their money or the truck. At one point, I was walking to my car =

while talking on my cell phone. Once I got in my car, I told the person =

I would call him back when I got home, I was on my cell and did not want =

to talk and drive. He very sternly told me that "I could talk and drive =

at the same time." Well, I don't know about Arkansas, but in =

Pennsylvania, it's illegal.

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I eventually got to talk with a manager who told me my extension =

payments were denied because I told them that when the extension was up =

I was just going to turn the vehicle in. If that was my intention, you =

would have had your truck the day after my husband died. What sense =

would it make for me to prolong this??

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I explained to the manager that my name (unfortunately) was on the =

account too - I was trying to preserve my credit (being a widow now and =

all with one income.) My intentions were to get rid of this truck as =

cost effectively as possible by hopefully selling the truck privately =

for the payoff amount. If I could not do that in a reasonable amount of =

time, I would sell the truck back to the dealer and pay the difference. =

I know this is cheaper than voluntarily or involuntarily having it =

repossessed - who knows what the payoff difference would be. Either =

way, if I just need some time to work on this. But no, all they wanted =

was the truck or the money. I was told I "needed to tell her where the =

truck was so they could come and get it." =20

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I asked one caller to quit calling my cell phone. I explained that the =

out of state call was costing me money. Her smart reply was "then why =

did you give us this number." I gave out my cell because when I was =

working through the extension payment option I wanted to make sure they =

could get a hold of me to finalize everything. I never expected the =

number to be used against me to harass me. I have received phone calls =

on my cell since asking them to stop calling the number. I also =

received phone calls on Memorial Day. Four to be exact - after I told =

the first caller that it was a national holiday and they were not to =

call me. I quoted from your website at the beginning of my letter - is =

your commitment to customer service - threatening and harassing a widow?

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Not being able to put up with the stress of the constant phone calls, =

before the second payment was due, I took the truck back to the dealer =

from where it was purchased. All I needed was a certified check for the =

pay off - which was almost $2,500 more and the deal was done. No, =

nothing ever so easy. The title does not include my name. Strange, =

every single piece of paper has my name on it - Why now am I stuck =

paying for a truck I do not legally own????. Anyway, this was a mistake =

on the dealers part - it seems my name was inadvertently left off the =

title. =20

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Now the dealer is working with your title department to get my name on =

the title so I can sell the truck back to them so you can quit calling =

me every =BD hour on the hour. The only bright light in all this was =

Stephanie from your title department who accomplished her part in =

sending the title back to the dealer. Now I can only wait. Hopefully =

this will all be taken care of before the repo truck shows up at my =

door. I see you've already put a mark against my credit for over 60 =

days. =20

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I am extremely unhappy with the way this whole issue has been handled. =

The promised extension payments could have saved so much aggravation on =

both our parts. It would have been a win/win solution. You would have =

gotten the full amount of the vehicle and I would have had the time to =

get it for you. =20

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Since it is going to take up to a month to get my name put on the title, =

June 28 will be my third payment missed - I guess this has now turned =

into a loose/loose situation. My credit rating will be shot - leaving =

me, a widow, with three children that I will now not be able to =

adequately provide for. And you, according to your collection people, =

will be repossessing the vehicle soon. You will incur the expense of =

that process and loose money at the auction. Of course, you could =

always try to track down the legal owner of this truck - you know, the =

one who's name is on the title - to make up the difference. =20

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