The repo incident, continued from here.
I don’t know how I fell asleep after that, but I did. Sleep is my escape. On the morning of April 6, I woke up earlier than usual because I had to take the bus all the way to work without using the Park & Ride like normal. Not having my car added an extra 30 minutes to my commute each way. I was already a partial bus commuter, so I didn’t have to make too big a change, but I still spent well over three hours each day on buses. Ghetto buses. I used my breaks at work to call the car loan company to figure out what to do.
When I first called, they told me that I would have to pay off the entire remaining balance on the car in order to get it back. That’s on top of about $400 in repossession fees and more in late fees. There was no way for me to get that kind of money in the time they allotted me. I reminded them that I had told them at least twice in advance that I would pay them in full on or before April 7. I also told them that I had tried to pay on April 3, both online and over the phone. I had tried to contact them at a reasonable hour, but I was thwarted by their business hours and my time zone. I reminded them that I had been unemployed for 15 months and that I had still managed to pay them on time every month for more than a year, but I’d had some additional difficulties and I fell behind after a long struggle.
The representative was sympathetic, and said she would see if they would make an exception for me. She was unable to tell me immediately the exact amount I needed to pay to get my car back.
I called back day after day. The silliest thing about it was that if they had actually listened to me, they would have already had their money, but because of their own haste, I was just sitting on it. Towards the end of the week, the representative at the car loan company told me that I could have my car back if I paid $1500. I was initially about $700 behind, and my third car payment had been due on April 12. They wanted the three full car payments and $450 in late fees and repossession fees. I hadn’t spent much money from my student loans, and I was working, so I was able to come up with $1500 on my next payday (during the week of April 13). I would have had to ignore other bills, but I could do it. I was also unable to buy books for school, which is what a large portion of that money was for. Technically, it was illegal to use a federal student loan to pay for something completely unrelated to school. I just wanted the car back so I could put the ugly mess behind me, and that was the only money I had.
After a repossession, they will not allow you to pay with a check or credit card, and the representative told me that the fastest way to pay would be through Western Union. There was a Western Union kiosk at a grocery store that was a ten-minute walk from my office, so I went there during my lunch break.
Prior to wiring the money at the main counter, I had to call Western Union on a phone at the customer service desk. When a customer picks it up, the phone calls Western Union automatically. It’s like the Bat-Phone only it connects you to the depths of customer service hell.
As soon as I picked up the phone, I was given a long list of automated warnings and instructions. I was told not to send money to any Nigerian princes or to anyone who may have informed me that I won a foreign lottery I had never entered. The message went on a long time, describing various ways that I could be scammed and warning me not to send money if I was in a situation that resembled any of their examples. After all of that, I finally got to speak to a customer service representative.
I asked the representative if I could give her my bank account information and wire the money that way. She said that there was no problem with that. She asked all of her questions (which took about 15-20 minutes), and then she gave me some kind of confirmation number. I went to the main desk with my confirmation number, and they told me that they only take cash. I did not have $1500 plus fees in cash. I couldn’t withdraw that much from my account in one day. I wanted to have the money wired directly from my account. I called back on the Bat-Phone. I’m not sure why. I guess I wanted to plead.
I listened to the automated warning about Nigerian princes again. I answered all the ridiculous questions again. I told the customer service representative what I wanted, and she said that she had to transfer me to a different department. She did –and I had to answer all of the questions and listen to the stupid message a third time. I had been doing this for about an hour at this point, I was supposed to be at work, and I had initially predicted it would take no more than twenty minutes.
I gave the next representative all of my bank account information, but then the bank refused to authorize the transaction. I realized that $1500 (actually $1564 with the fees) was an uncharacteristically large amount for me to withdraw at once. I begged the representative to stay on the line just a few minutes until I could call my bank on my cell phone because I was really pressed for time and I simply did not have 20 more minutes to call back and answer all those questions again. She agreed.
I called my bank and they verified my identity and lifted the hold. I was free to spend $1564. I spoke again to the Western Union representative and said “Okay, the bank lifted the hold! Can you run it again?” She said “no.”
“I’m sorry, your transaction declined, please call back another time.”
“But there was just a simple hold because it’s a large amount of money! It’s fine now!”
Again, she refused to process my transaction. I was pissed. I told her that I had just spoken with my bank. In fact, she probably heard me on the phone with my bank because she was just sitting there while I was talking on my cell phone. She continued to refuse to request the wire. I got very angry at this point and demanded to talk to her supervisor. Her supervisor came on the line and immediately started asking me the same questions I had already answered multiple times. Once she got to the Nigerian prince stuff, I just hung up.
I picked up the phone again and once the automated message started again I just hit zero zero zero zero zero zero zero until the zero button just stuck. I slammed the phone down so hard I think I broke it.
I stormed out of the store and walked towards my office. I glanced at my cell phone to see what time it was, and I saw that I had missed a call and had a voice mail. The voice mail message was from a man at Western Union. He asked me to return his call in regards to some money I had just transferred. I called back at the number he gave me, and I got through to someone right away. I gave them some basic information, and they told me to disregard the call because no money had gone through.
There was a payday loan establishment close to my office, and they had a sign out front that said that they would send money. I figured it was worth a shot. I was already late in returning from my lunch break and probably going to get in trouble at my brand new job. Might as well be shot for a sheep as a lamb, as my mother would always say.
I was a bit dismayed that the payday loan office also used Western Union, but I really just wanted to send the money off. I never knew it would be so difficult to give money away.
The process at the payday loan place was simpler, but once again the transaction was denied — this time for insufficient funds. I knew the money was there. It had been there when I had the other representative on the phone, and I had just lifted the hold, so what now?
I called the bank again. My bank gives account balance once you enter in your account number, before you ask to speak to a representative. There was over $1500 missing from my account.
I called Western Union customer service to tell them that they had somehow wired my money after telling me that they hadn’t, and I wanted a confirmation number so that I could give it to the car loan company. They asked me some questions and went through their records, and told me that they had not sent any money on my behalf. I even gave them the original confirmation number I was given the first time I called. They said that my original transaction had been canceled and that they absolutely had not wired any money from my bank account.
“But clearly you have. My money has vanished.“
They told me over and over again that they had not sent my money. I called the bank again. They verified that Western Union had definitely sent my money, and they gave me a transaction number. The number did not help me deal with Western Union, but was good for my own verification. I called Western Union again and told them that my bank had verified the transaction and gave me a transaction number. This may be obvious, but my bank’s transaction number did nothing to prove or disprove any of Western Union’s claims. The bank’s transaction number could not double as Western Union’s confirmation number, and was no good to my car loan company.
I called the car loan company. They told me that they had not received any money from me, and actually could not claim the money from Western Union until I provided them with a Western Union confirmation number. I called Western Union again. And again. And again. A few times, I got disconnected. A few times I hung up to call either the bank or the car loan company again. Several times, Western Union would transfer me to an automated system that would ask me to enter my confirmation number — which was what I was calling to get from them. If I pressed zero, the call would be disconnected. If I just waited and didn’t enter anything, the call would be disconnected. I was then forced to start over. Every single time I had to start over, I would have to answer the same set of questions and tell them my name, the spelling of my name, my address, my phone number, the name of my bank, and my account number. I did this over and over and over for three hours.
I wanted to die. Or kill someone. Or both. I had been trying to send money (or at least find the money I may or may not have sent) for three hours, all the while missing work and (possibly worse) missing pay and annoying my new boss.
I called Western Union one last time. I don’t know what the problem had been the other many times I had called, but the woman I spoke to was finally able to give me the confirmation number to give to the car loan office. I asked her why it was such a huge ordeal to get such a simple thing, and she had no idea. Before I got in touch with her, I had spoken to at least 13 different Western Union employees who had no clue about anything.
I called the car loan office to give them the number –and once again it was after 5pm their time, and they were closed.
That night when I got home, I checked my e-mail with my stolen wi-fi to find out that my job had cut benefits for temporary employees.