I went into the pawn shop to attempt to extend loan repayment by paying the interest owed which would give me more time to retrieve my item. I was past the deadline and instead of moving forward and telling me the penalties, the customer service agent spoke to me loudly in a degrading humiliating matter in front of customers and the other staff. First he thought it necessary to give me a math lesson regarding dates. then he proceeded in an highly argumentative manner to scream at me. When I asked him why I haven't received a reminder notification, he looked me up in the computer and read me an address, *** ******** avenue, an address that I have never lived at nor do I know anyone at that address. When I told him that this was not my address he told me that the computer doesn't lie and that they input the address given to them by the customer which is not true because each loan I have taken there they have copied my address for my CA Identification card and I've lived at the same address since 2009. When I realize this person was lying to my face about their procedures, I asked for a payoff amount and said, "I'm not coming back here", he screamed at me "well that's just fine with me! I then said "well its whatever", he then screamed, "its not whatever and do you want to know why its not whatever. I realized that this customer service agent was totally out-of-control so I told him to just give me my payoff balance, that he had upset me and I just wanted to get my items and go. The fact that I had to pay a penalty for items was not the issue. the fact of the matter is that person continually lied to me about the procedure, spoke to me as if I was too stupid to understand, plus had the wrong address for me in the computer and tried to make it appear as if it was my fault and felt justified in trying to berate me in public. I refuse to be bullied into patronizing a business who treats their customers this way. The fact that they have the wrong address for me in there system is a real red flag
I request a refund of all excess penalties paid for my humiliation and a written apology. People like this should not be allowed to interact with customers.
To Whom it May Concern,
This is an official statement of receipt of Case #XXXXXXXX filed against Early Payday Inc., on January 24, 2014. Early Payday Inc., takes our customer service and satisfaction very seriously and we found grave concern in the claims made against one of our employees. Our company mission statement emphasizes fairness, friendliness and professionalism in all of our interactionsa culture which is fully embraced and often praised therefore we are taking all of the necessary actions to clarify and resolve this situation.
After receiving the claim, our first step was to go straight to the employee involved and listen to their side of the story. Although our employee remembered the interaction with this specific customer, the details of the dispute were very different than the ones included in the complaint letter. Our next steps were to interview the three additional employees who were working in the store that day and witnessed to the interaction. Lastly, we reviewed the video tape of the interaction and listened to the conversation in question.
Once we collected this information from the staff and the video tape we were able to determine this complaint to be factually incorrect and highly exaggerated. We do not discount the customer's dissatisfaction and are taking the necessary steps to resolve this issue.
The facts collected during our internal investigation of the complaint are as follows:
At approximately 9:30am a woman came into the store and handed an employee an expired pawn ticket (making her foreclosed items property of the pawnshop by the nature of this business.) The employee asked the customer if she was aware her payment (and option to pay only the interest and retain the loan) was 20 days passed the due date. Her response was "no." As per company procedures and for clarification's sake, the employee proceeded to explain how the pawn ticket due dates plus the 10 day grace period work and the customer responded by saying "Whatever, just get my stuff and tell me how much it is going to cost, I'm never coming back here." To which the employee followed procedure by explaining the payment options and charged the women the standard service charge plus California sales tax as requested. The amount was roughly equivalent to what she would have paid if she had returned to the store on time, paid the interest and redeemed her item. The customer left the store and came back approximately 30 minutes later to retrieve her item. At no point did the employee in question or three witnesses, feel the interaction was tense, dangerous or escalated. A few hours later, a young man claiming to be the women's son entered the store to confront the employees using inflammatory language.
The nature of the business unfortunately means customers are often distressed, financially tied or frustrated and it is projected onto the employees. We have trained our employees to handle these situations delicately and with specific language to calm upset customers. As a precaution, the employee in question is required to review our company's manual for interacting with distressed customers and has received a note on his record regarding this incident.
Also, the address in the computer and on the record for the customer matches the address provided and approved by the customer as validated by her signature. In the paperwork received by the customer at every interaction it states it is the responsibility of the customer to notify the store if their mailing address changes from the one on record.
We take great pride in preserving our customer's satisfaction, trust and good-faith and we will do everything in our power to avoid a similar incident in the future.
(The consumer indicated he/she DID NOT accept the response from the business.)
The incident happened exactly as I explained it. My ticket was 7 days past the final due date and I went to the bank and cashed a check in order to retrieve my items and went back to the location. As I said it wasn't the money, I admit to being late and no I had not called first I admitted that. My main concern was the way I was spoke to as to incite a fight. I did say that I would not return only after I was spoke to in that manner. I was read an address *** ******** and was accused of lying when I said that I have never lived at that address and told that I gave them that address. I appreciate that I received my item back but no I cannot do business with a company that appears underhanded. My son went to speak to the person who admitted to speaking to me wrong. He apologized to my son and said he should of spoke that way. it doesn't matter at this point only to those who will be the next victim.