My first experience with Springleaf was great. This time, not so much...
I'm going to be honest here. The first time my husband and I dealt with Springleaf, I had no issues. They were patient, kind and more than happy to answer any questions I had not to mention their customer service was on point. This second time around, not so much. I had been receiving numerous letters in the mail about renewing my loan and how much I could renew for. I finally decided to look into it, after all a little extra money couldn't hurt. I had such a great experience the first time, I had no doubt I would receive it again. I was wrong. I tried numerous times to get in touch with my branch here in Fort Worth but had no success. I left multiple voice mails asking to return my call. When I finally reached someone (Paula), I was asked if they could "call me right back", that she was with a customer. 3.5 hours went by so I reached out to them again and got no answer. I allowed a few more hours to go by and tried yet again. I managed to reach Albert, who proceeded to tell me that Paula was the one I needed to speak to and that she was currently out to lunch. He told me that he would have her give me a call. I told him, "no disrespect intended but I have been trying to speak to someone about my loan renewal for 2 weeks now and still have yet to get the information I needed, that I did not want a callback, that I was just going to leave work early and come speak to someone in person because I didn't trust their word that I would get a callback." After I leave work early with the intention of speaking to someone face-to-face, THEN I receive a callback from Paula. I explain to her my frustrations about the customer service I was receiving from them and let her know that I was not happy. She apologized and said they were short-handed and down to 2 people. I informed her that if that had been explained to me in the first place, I wouldn't have become so upset because I work in customer service, I get how it can be. She proceeded to gather all my info and told me she would submit it to the underwriters, promising that I would receive a call back no later than yesterday. Upon receiving the call yesterday, I called the office right back. It rang and rang and went to VM. I left a message and repeated the process several times....no callback. I proceeded to call the branch again today and finally got ahold of Paula, who then placed me on hold. She came back on the line and told me that my renewal application had been declined and that they needed me to put my car up for collateral if I wanted to go through with the renewal. I told her "no thank you" and asked her to please remove me from their mailing list and to please stop sending me offers if they couldn't follow through. Such a BIG difference from the first experience I had with Springleaf. I wasted 2 weeks of my time trying to inquire about the renewal process. Terrible customer service and equally terrible communication skills. My husband wanted to look into another debt consolidation loan, for himself, because we had had such a great experience the first time. However, once this loan we have is paid off, I will NOT be continuing my business with Springleaf. Thanks. Wendy Ball (Flippin)