How can they get it so wrong?

How is it that one company can get things so wrong, so often?

We have our car loan with Chase Bank. First of all, let me say that if I had a bank account with Chase bank I would take my money and run. Far.

This is the second month this year that they have called us before the payment is even due to complain about the payment not being made. Before the payment is even due, people. To make matters worse, they don't call our house or either of our cell phones. Nope. They call Marty at work - or worse, call my brother. My brother.

The first time this year it happened (it has happened before) I called and ended up in a screaming match with our account rep. Not one of my better moments, I can assure you. She refused to give me her supervisor's name - like I wouldn't find out - and started screaming at me so I returned the favor. When I got a hold of her supervisors name and phone number just a few minutes later, I called him. Needless to say he wasn't happy and told me to bypass her and just deal directly with him.

Long story short (too late?) the payment wasn't due for almost a stinking month, she had no business calling anyone, and I thought the issue was dead.

How wrong I was.

On Friday Marty called me and said someone had just called him at work, asking why we hadn't made our payment yet. For the record, the payment was due Saturday and I was planning to make it later on Friday. I called the supervisor, but he was out of the office all day. I called customer service, made the payment and asked that Marty's work number be removed from the account. I was told that he had to call to request that. Fine, he will.

Today Marty calls me while he is on the phone with them. They called again, asking for the payment. He told her that I had made the payment and that she was to remove his work number from the account. She said that the payment was never made, and that he had to put the request in writing.

So can someone please explain to me the following?
1. Why haven't we busted our asses and paid this loan off? At this point it is like a dysfunctional relationship with us begging for more.

2. How is it that such a huge company has such a problem training their customer service reps? Sure, 3/4 of them do not speak English, but can't we train them in their native tongue?

3. How is it that lil' ol' me knows more about consumer lending laws than Chase bank? Oh right. Because I had to school myself because of the way Chase bank treats their customers.

I know that Chase has probably lost a lot of money in the mortgage crisis, but why do they insist on alienating the customers who pay on time and never cause trouble?

The good news is that I am determined to never take out a car loan again. I don't care what kind of car I end up driving, but I will never go through this again.