Procedure Stinks

I need to rant. I need to rave. "Ranting and raving" is a saying I remember my Dad using a lot. And doing a lot, come to think of it. Anyway, if you don't feel like "listening" to my tirade, I don't blame you. Feel free to stop reading right now.

Still here? Don't say I didn't warn you.

Why is it that when you are one day late on a loan payment, the threatening phone calls start immediately, and keep coming every single day until you pay up....but when that same company owes you money, they take their own sweet time giving it to you? When we purchased our new car a few months ago, there was still 2 weeks until the next payment on our trade-in was due so I didn't pay it. The dealership took too long to send in the payoff check, and the very day after my payment was due the loan company decended on us with the collection calls. Three days of this and I was sick of my phone ringing several times a day, so I went ahead and paid it, knowing there would be an overpayment on the account. I was assured by both the dealership and the loan company that we would receive this money back. One week after the car loan company had finally received and processed the payoff check, I called to inquire about my overpayment. I was told 30-45 days after the payoff date (August 26th) I would receive a check in the mail. "Sorry, it's procedure." Still waiting. I have called and spoken to many supervisors, told it is an automated thing and there is not an actual person that will print and send the check. I was told there is not an actual person they can contact to find out why it has not been sent. How can this be? There has to be a person working there, right? Unless our world has completely been taken over by computers and us lowly human beings are no longer needed, there has to be a person sitting behind that computer, right?
So here we sit, 53 days later, still waiting for our refund. I asked the supervisor if I can collect interest (like the astronomical amount they collected from us over 5 years) and a late payment fee too, now that the 45 days has come and gone. Let me tell you, I did not get a favorable response to that question. The kicker is...this same company now holds our new car loan. No, they can't just transfer the money over to the new account. I think I'll tell them this next time I call: "I know my car payment is due on the 24th, but it will take 30-45 days for you to receive it. Sorry, it's procedure."