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So this is one of those facepalm moments from when I worked in Auto Collections in a big east coast Bank. For what it’s worth, I worked with past due auto loans , much of which were up for repossession. Per policy, if the tow truck is at the house, whether customer is on the phone or not, they have to take the vehicle. Last second payments in desperation is too little too late.
C= Customer / M= Me.
M= Opens call, opens account and verified customer.
*at this time, customer gives me some bullshit story as to why they haven’t paid their car note in 6 months, something about their phone being broken but now they’re assigned for repo and want to make a payment*
M= “Okay, I can take the payment for you. Just to verify, you still have the vehicle correct?”
C = “Yeah I have it. Why?”
M= “ah, like I mentioned it’s assigned for repo and I just wanted to make sure. No worries” (if it was picked up, customer would have to talk to the repo dept to make arrangements)
*takes payment, makes a solid ptp moving forward to get them up to date.*
M = “Anything else I can do for you today?”
C = “Yeah uh, can you talk to the tow truck driver and tell him I made a payment so he can put my car back? He’s in my driveway but my cars on the truck. He told me he’d wait for me to call to see what you said”
M = “Maam, I asked you if you had your vehicle, that probably would have been a good time to tell me the driver was at your house. Unfortunately, you need to let him take the car. I’ll have to cancel your payment and you can talk to Repo tomorrow.”
C = “But I made a payment! Let me talk to your manager! All you have to do is tell him it’s paid so he can go!”
customer didn’t keep the car. Payment was canceled, customer cried and hung up on my manager when she didn’t get her way. One payment in 6 months probably would’ve stopped this, too.
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