I have used this particular store for longer than a decade. Over the years there have been many different employees who have come and gone. Some efficient, some not so. Recently I had an emergency come up at the end of June and needed cash to cover unexpected bills. Remembering how kind a previous employee/manager had been I drove a distance to take out a loan. It matters to me that the people I am working with are good-natured, helpful and trustworthy. When I arrived at the store in the afternoon there was a note that the store would be closed for over an hour and half, so I drove away and got some lunch and came back when it was open. The manager was onsite. A young woman who was seemingly efficient with a very professional but curt manner.
I got the loan and it was a quick turn around to the beginning of the next month. I thought it strange that it did not date for a longer period, given the usury rate, but I wanted to clear the debt fast so I made no mention of the early turnaround date. July started over the weekend and the 3rd was a Monday and the 4th, a bank holiday, was on a Tuesday. I had asked for a call as a reminder, which I received on the 5th. I called back shortly afterwards and asked for more time, and/or installment agreement as a mode of payback. Many issues had evolved as I am caregiving and it was not possible for me to drive out to the store.
The manager was the person who picked up the phone call. Her manner was abrupt. There was no problem solving on her part and no interest whatsoever to help. I am used to fighting what I consider unfair practices and mentioned that she was not being helpful. I asked for her to hold the check until the next day or to allow me to send her a partial payment. By law a good faith payment for a bill is always to be accepted. However, this industry has no real regulation in California and customers should be aware that not all payday loan stores are equal. Some run top notch professional environments that are staffed with well trained employees and managed by individuals who are ready for the vested authority. While others are not properly trained and often can be inappropriate in their communications with customers.
In a larger socio-economic analysis of the payday loan industry, I recognize that the banking industry is rarely on the side of the average consumer. Our entire economy is being floated on debt. The largest GNP is interest on debt. We are a splintered society and sadly short-term cash is often desperately needed in such an unforgiving society. Going to family and friends for small loans is usually not possible. Therefore, these outlets have replaced the friendly neighborhood banker who would look out for the local residents in a town or community.
Many stores do treat individuals with respect and regard. It is all about the management's approach to policy and customer service. When good management practices are in place the employees and managers work to the best of their ability with everyone who has a concern.
This day, I was treated with rudeness by the manager. I was in pain from a bad back so I was quite irritable. The young woman I spoke with said she was the manager. I then asked for her supervisor. She refused to provide me the contact information. I insisted and she kept refusing. The call ended. I called back and the young woman who had previously called me with a reminder call picked up the phone. I asked her who the supervisor/owner was and she put me on hold, but the call was actually disengaged. So, in my mind, she hung up on me. I called back again and got the manager. She claimed that I hung up on the employee. I did not. I then realized that this young manager was immature once she disrespected me yet again with a classic deflection. It became clear she did not know anything about the company and this young woman was being left to run a store with no infrastructure. It was not her fault. The owner was responsible.
I gave her my criticism about how I felt. She finally gave me a phone number and name of the owner/supervisor. As one might expect, I called the number, left a voice mail with call back information - and, no surprise - I never received a return call from him.
But the next day, I received a bogus voicemail from a sham mediation company in Florida claiming that a complaint was filed against me. I googled the number, called them back, and after a few disconnected calls was informed that it was a mistake. I filed a complaint with the State Attorney General, Nomorerobo, and contacted the Department of Consumer Affairs. I spoke with staff about the current state law.
State employees implored me to write to my current Assemblyman about the need for reform and regulation in the industry. I did so and was directed to write up a bill proposal, which may then be adopted and redrafted, if it gains interest.
The underrepresented poor and struggling working / middle class need to have better laws and lower rates. read more