Complaint - Dell Financial Services (DFS)

Complaint - Dell Financial Services (DFS)

This is my recent experience with Dell Financial Services (DFS), an absolutely horrifying and upsetting experience. If you buy Dell DO NOT use Dell Financial Services!!!!!!! Today, I had the displeasure to receive 6 calls from Dell Financial Services, the last call which I was finally available to take, came at 10:28pm EST. After a woman asked for Jamie, and I answered yes, and then asked for me by my full name, to which I answered yes again, then she proceeded to tell me that my Dell Payment was past due. This is something of which I was very aware of, since my bank accounts had been frozen for a week for a real estate purchase. However, I did go online to Dell Financial Services website that morning and paid my bill via CheckFree.com. Once I informed the customer service representative that I had in fact paid my bill online that very day, she replied that since my account was 3 days past due, that my payment would not go through. I have never heard of such a thing, especially since I have used Check Free to pay other bills (ie. Macy*s) and received a billing confirmation that my payment was being processed. However, this customer service representative continued to state that my payment would "go through."

I felt a little uncomfortable starting to think that I might be a victim of a scam in which someone is trying to get me to give my account information over the phone, especially since it was 10:30pm at night. When I asked for a manager, the representative refused, saying she could help me in all my matters. I asked for a manager again and she persisted, after asking for a manager a third time she asked, "about what?" I stated that I wanted to talk to a manager about my account, again she refused. I had to ask three more times before finally reaching a "supervisor." I reported the utter lack of "customer service" and respect to the supervisor, who didn't seem to even care.

When I asked the supervisor about the online payment going through, she stated the same about because the account was past due that the payment would not "go through." I then went online to see that in fact my payment was listed as scheduled for the first available business day. The supervisor told me I could "wait a day" to see if the payment went through if I was uncomfortable making an

additional payment. I then said I would wait and also asked for the customer service number so I could make a complaint about the service. She gave me the Customer Service Number and hung up. When I called the customer service number the office was closed, which is ironic considering that billing is making harassing phone calls at 10:30pm at night. I will be posting a formal complaint to Dell Financial Customer Service, Dell Corporate as well as filing a claim with the Better Business

Bureau (BBB). This is the worst customer service that I have ever received, and I will never do business with Dell Financial Services and possibly Dell ever again! Sincerely,

Jamie

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I work in collections. It is a violations of FDCPA (federal collection act) to contact someone after 9pm in the customers time zone. 10:30 at night is a direct violation of a federal law.

Comment On This

I had the experience of trying to be verified to make a purchase and they said they could not verify me. I asked to speack with a supervisor (jackie who intern closed my acct with out my permission. I called and spoke with Diana who told me it was nothing she could do. I asked to speack with a supervisor and she refused to let me speack with a supervisor. I call and made a formal complaint with Carmen and she transferred me back to the same person Diana who would not let me speack with a supervisor again. I made a complaint with the BBB today as well.