Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am unable to pay my bill. There are a lot of issue with the automated payment system. When attempting to pay in June the system was not working. I had this problem in the past and reported it to the *****************************************. When the system is not working, I am getting charged late fees. I was told previously by customer service, my payment is not due till the 30th, when paying early there automated didn't recognize the payment for the month and had me still owing for the month. In June I tried to wait and pay on the 30, automated was not working. I tried to pay two payments at the end of July, they had my account set to where I could not pay, I was told I needed to speak with a mgr. I was told a manager would call or send an email. I have not gotten a call or email, called again and was told he would look into it, and have it taken care of so I can pay. I tried to pay again, could not pay. I owe over $150.00 including late fee's now there will be late fees for July as well and it will appear I'm two months overdue, but they have it set to where I cannot pay. I am in an issue where they are preventing me from paying my bill and making it an issue it really, Is not. The only time I have been late is when the automated was not working. I don't like giving my card numbers to random people in their office that answers their phones. When their website was updated, I was no longer able to use the website to pay and that was never resolved. So, I deal with the issues with their automated phone pay system. The automated use to give a confirmation number but when it was updated, when the payment is made it abruptly hangs up. I want this issue with my bill resolved and I don't want to be responsible for their late fee's when I'm prevented from calling to pay. I have called 4 times: 7/30 when I was not able to make the payment, and one has called or emailed me. I called again 7/31, 8/5 and lastly 8/6/24 and spoke to ******** @ 4:15 pm. No calls returned.

  Customer response

  10/08/2024

  Regarding Unit 2210 -  ***** ******
  
  Attention ***************** ****
  
  I am in receipt of your letters dated 8.17.24 received on 8.30.24 and your letter dated 9.3.2024 received on 9.23.24.  I was not able to pay my storage from June 2024 up through August 2024 because you had me blocked on the automated line, on the customer service line and when I called into the office.  Upon calling in to the office and the customer service line, I was told I had to speak with a manager.  I called several times afterwards to each area to pay my unit fees for days and months to no avail and never received a call from anyone and I could not pay my storage fee.
  
  On the letter dated 8.17.23 which had to be back dated for me to receive it on 8.30.24 because it does not take two weeks for mail to arrive.  Stating that I am now delinquent in payment and fees under my leased agreement of July 17, 2019.  I called on 8.26.24 and was told the manager ****** ****** was out of town by ****** and would be back the next day and would give me a call.  The letter clearly said my lock was cut and my items would be put up for public auction.  A list of fees including late fees and for cutting my lock off was listed as $146.00.  I reached out to the ************************* and Better Business Bureau who both accepted my complaint. 

  I received a letter Monday, 9.23.24 dated 9.3.2024 requesting I come by the office and my gate access has been turned off.  I called and spoke to ****** once again, ****** was not available and I gave her a week to call me back and as usual, there was no communication from ****** ******.  Also stating a $15.00 assessment fee has been added with a total balance of $329.00.  I am confused as to how I owe all the late fee's when you prevented me from paying in the month of  June where I would not have been late and then blocked me from the ability to make payments via the automated line and the customer service lines as well as the office personnel.  I kept a running diary of all my calls to the office and automated and some of the people I spoke with in customer service.  I was promised to get phone calls, emails and to no avail, no one has returned my calls.

  This is fraudulent practice and misleading while attempting to unfairly bill for late fees.  I want a copy of my contract, a copy of all my payments dating back to July 19, 2019, the date my payments were blocked from my ability to pay my storage fees so you can change me unfair late fees, and the date you cut my lock off to sell my items.

  Your practices are illegal and whoever is writing your letters and sending them to customers should be more precise in the communication and should be signing these letters as a professional.  I want these items within.

  30 days.  I will be taking further legal action against these horrible practices you are conducting.  I strongly advise you not to sell my items and I need a balance without late fees for what is owned on my storage unit.  You caused the late fee payments by having me blocked from the ability to pay.

  People I have spoken to outside of trying to call automated line to make payments from June up through August after receiving the letter dated 8.17.24:

  8.5.24 - Spoke to ****** at the ********************* location, he was not able to take my payment and a manager will call me. 

  8.6.2024 - ******* from the customer service line told me I needed to speak with a manager and confirmed I would get an email or the manager will call back.  She was not able to take my payment.

  8.26.24 - Called, spoke to ****** he said the manager was out on vacation and she (****** ******) will give me a call tomorrow when she returns.

  9.3.24 - Spoke to ****** from the customer service line who stated she was going to escalate this issue up the ladder.

  I never received a call or email from anyone.  

   

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