I called to question the amount on my bill and pay my bill for two storage units. I not...

GetHuman-igngzg's customer service issue with U-Haul from August 2018

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The issue in GetHuman-igngzg's own words
I called to question the amount on my bill and pay my bill for two storage units. I noticed that one of them was approximately $** more than it should be and the other one was $* more than it should be. I'm the one that was $** more she told me that I got a lien fee because it was more than ** days past due and I was like "are you serious? you guys are already ridiculously expensive and that's not enough you have to charge $** more just because you held onto my storage one extra day wow I can not believe this". So then I was like "and what about the other one? Are you guys just making up prices now?" That's when she told me that they sent out a notice a month or so ago saying that the rates went up. So I snickered a little and was like "WOW! Uhaul already charges ridiculous prices for the size and quality of your units and now you guys are going to raise the prices this is unbelievable." So I told her I wanted to pay the one that was ** days past due, that one was $***.** (and by the way it's the size of a closet) and she said okay and asked me if I wanted to wait on the other one so I can make sure I have enough in the bank to cover it and I told her "yeah as long as I'm not going to get any more late fees between now and then" so she took my payment said she would make a note in the computer so I don't get anymore late fees. I said Thank you and we hung up. Then the day after the next I called to pay the other one and a guy answered he said my balance was **. ** I said how can that be are you guys just making numbers up because I called the other day and the smaller one was ***.** and the bigger one was ***.** so what did you guys do? That's when he tells me " what I'm telling you is the representative you spoke to applied payment for ***.** for the bigger one and that one's all paid up now until next month, and the balance on the smaller one is **.** and then that one will be all paid up until next month" as he was telling me this I was doing the math to see what the difference was the difference was exactly $** and I just happened to be complaining about $** in late fees to the other representative the day before so I figured the *st representative waived the late fees for me and that's why I only had to pay $**.**, so I went ahead and let him take it out of my bank account. That was like a week ago and now my bank card has been charged an additional $***.**. I am about to call them because this is a bunch of ****, I have a feeling that it is auto pay even though I never pay with auto pay but because I have in the past I think that's why it charged my card. The point is the second representative should have told me that there was an additional Auto payment for ***.** but instead he told me that the representative charged my card ***.** for the big one leading me to believe she paid on the wrong one which ordinarily would make a person upset if a representative put their payment on the wrong one but in this case I thought she waved $** in late fees on the other one so instead I was grateful. My bank account is now in the negatives and I have some really important stuff that needs to go through. Even though the representative didn't end up waving $** in late fees which would make me responsible for ***.** and ***.** , I still would not have paid the **.** had I known a payment of ***.** had already been processed. Instead he led me to believe that the representative used my card to put the money on the wrong one AND Even if U-Haul says sorry that I misunderstood but that I should have canceled auto-pay a long time ago, that still doesn't explain where the **.** came from.
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U-Haul

Customer service issue
Reported by GetHuman-igngzg
Aug 14th, 2018 - a yr ago
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GetHuman-igngzg started working on this issue
Aug 14th, 2018 12:23am