Number of daily phone calls

by Eugene Brickman
(Twinsburg, OH)

For 2 months I have been trying to negotiate a one month deferment,due to a medical emergency,with Santander who recently purchased HSBC auto loans. I have explained my situation no less than a dozen times to different people. None of them seem to ever know what I am talking about nor do they take the time to reference any of my previous calls. At first they stated that I needed to update my account and insurance information in order for the deferment to be approved. Which I did. They said the deferment would be approved. I still was receiving up to 7-8 calls a day, every time explaining the entire situation over and over again and again being told that the deferment was approved. A week later, the phone calls started again and I asked to speak to a supervisor,again explaining the entire situation. She told me that the deferment was being approved and again, a week later, the phone calls started again. 6-8 times a day. At this point I just don't know what to do. I've been as patient as I can possibly be. I'm Tired of repeating myself over and over again to these people and they just don't get it. Do I have any legal recourse. Thank you.

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Apr 30, 2010
 Deferment problems
by: Mary

Your situation sounds very frustrating!!! It sounds from what you have told me that all of your communication about the deferment has been over the phone. To protect yourself and hopefully end all of the back and forth conversations you've been having, I would document your understanding about the terms of your deferment agreement in writing. If you have the date that you and the company arrived at the agreement and the name and title of the person with whom you negotiated the agreement, be sure to include that information in your letter too. In other words, be as detailed as possible. At the end of your letter, ask the company to send you written confirmation of the agreement.

Make a copy of your letter and send the original via certified mail, return receipt requested, to the person with whom you negotiated the deferment. If you do not have that person's name, then send it to the supervisor you spoke with.

If you continue to have problems or get no response to your letter, I would contact a consumer law attorney for help. Often, a letter from an attorney will scare a company into action and hiring an attorney to write a letter for you will not cost a lot.

Good luck!

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