I've been trying to follow up with a "good" customer to get the lien card for his vehicle loan. The state has been slow to process and send out new car titles on purchases, so it wasn't that much of a surprise when after more than 3 months, we hadn't gotten the lien card. I called back in December. He hadn't gotten the title yet. So I waited patiently.
But today, I left him a voicemail on his cellphone and got an angry call back:
I'm "blowing up your phone"? I last called you 2 weeks ago, and you didn't respond. I called you a month before that, and you hadn't received the title to your car yet, so I gave you some time before I called again. Now you're saying you've got the title (the dealership sent it to you directly, you say), but for some reason, the bank isn't listed as lienholder. Maybe it's because you neglected to give the dealership the grant form we gave you to give to them. Maybe they just neglected to process the lien. Either way, it's not my fault that we're not listed.
Oh, you're threatening to get a loan with a different bank and pay this one off? It's "mostly paid off" anyway? Ha. Go ahead and get a loan for $5,000 to pay this one off. If you weren't Goodhair's friend, I wouldn't care about losing you as a customer. And you've only paid down about 1/3 of the loan. That's not "mostly paid off." You want to change it to an unsecured loan? That dollar amount is above our guidelines for unsecured loans, I can't do it.
Now you're saying we should come pick up the vehicle? Why would we want it? We want you to send us the title, which you now have, so we can get listed on it as lienholder. That's all. Just drop the damned thing in the mail. You will? Great. Thanks. That's all I wanted. -_-
This is why I always have the customer sign a second copy of the grant form, so we have an original in the file when they (almost inevitably) don't give it to the dealership to file when transferring the title. I always put the check for the seller or dealership in an envelope with the grant form, so it doesn't get "lost," but it often still does.
But today, I left him a voicemail on his cellphone and got an angry call back:
I'm "blowing up your phone"? I last called you 2 weeks ago, and you didn't respond. I called you a month before that, and you hadn't received the title to your car yet, so I gave you some time before I called again. Now you're saying you've got the title (the dealership sent it to you directly, you say), but for some reason, the bank isn't listed as lienholder. Maybe it's because you neglected to give the dealership the grant form we gave you to give to them. Maybe they just neglected to process the lien. Either way, it's not my fault that we're not listed.
Oh, you're threatening to get a loan with a different bank and pay this one off? It's "mostly paid off" anyway? Ha. Go ahead and get a loan for $5,000 to pay this one off. If you weren't Goodhair's friend, I wouldn't care about losing you as a customer. And you've only paid down about 1/3 of the loan. That's not "mostly paid off." You want to change it to an unsecured loan? That dollar amount is above our guidelines for unsecured loans, I can't do it.
Now you're saying we should come pick up the vehicle? Why would we want it? We want you to send us the title, which you now have, so we can get listed on it as lienholder. That's all. Just drop the damned thing in the mail. You will? Great. Thanks. That's all I wanted. -_-
This is why I always have the customer sign a second copy of the grant form, so we have an original in the file when they (almost inevitably) don't give it to the dealership to file when transferring the title. I always put the check for the seller or dealership in an envelope with the grant form, so it doesn't get "lost," but it often still does.
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