Former COMBAT client plans to return the favor

University of Maine student and working mother Jean K. found herself with a common problem for consumers on a limited budget who hit a speed bump.

Jean was supporting herself and her 6-year-old daughter by working two part-time jobs while attending school.

When her old TV set died, she looked closely at her monthly expenses and determined that even with day care and other expenses, she could squeak out a small payment. So she bought a TV-DVD combo, opting for a payment plan with $35 monthly installments. After dutifully making payments for almost a year, the bottom fell out when the store in which she was employed encountered a downturn and laid her off.

Jean quickly found herself unable to maintain the payments. Embarrassed and struggling, she just ignored the bills and soon began receiving dunning notices. She was four months in arrears when she contacted Northeast COMBAT, saying, “I don’t know where to turn, I have paid over $350 and there is less than $150 left as a balance, but I just can’t pay right now. Can they repossess my TV or take me to court or something?”

COMBAT volunteer and dispute intervention specialist Tony W. of Orono answered, “Yes, the store probably could take those actions,” but maybe Ms K. had missed the obvious: What would be wrong with calling the manager of the locally owned store and asking if something could be worked out? “Do you think they will?” Jean asked. “I am so embarrassed.”

“Doesn’t hurt to ask,” Tony replied. “Better to be embarrassed on the phone or by a visit to the store than in small claims court.” The COMBAT caseworker also advised Jean that the call was up to her because it is COMBAT’s policy in most cases to ask the consumer to do as much as possible to resolve a matter before we get directly involved.

Jean called the store, explaining her money problems and stating her intentions to settle the account. She was pleasantly surprised when the owner suggested they work out a payment schedule. Jean said she could handle $10 per month until the balance was paid. The owner graciously agreed. “Better lower payments in my register and your little girl watching ‘Sesame Street’ than another used TV in my inventory,” he said. Jean K. had nothing but praise for the business, which asked not to be identified by Forum.

This case points out the need for free and honest communication between seller and buyer. Jean K. might have saved herself many hours of worry if she had called the store and explained her problem. Had she done so, she would have discovered sooner that the store was willing to help, and her lingering fears might have been soothed.

Too often consumers run away from potentially embarrassing situations rather than face reality. Admitting that money is tight is embarrassing, but so are dunning notices, letters of demand, repossession and negative credit reports. More often than not, a merchant would much rather have small payments coming in than no payments at all.

If you owe a credit card company, bank or other creditor, try negotiating with them. It couldn’t hurt, and it might even help.

Jean, by the way, went on to graduate with a nursing degree from UM, and her daughter is almost a teen. Mommy called the other day to say she just bought a house, and when Nana gets back from Florida to babysit, Jean K. the client plans to become Jean K the volunteer COMBAT caseworker in her off hours. What goes around, comes around.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership costs $25; business rates start at $125 (0-10 employees). For help and information write: Consumer Forum, Bangor Daily News, P.O. Box 1329, Bangor 04402-1329.