Valley National Bank

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Attached was sent to customer today

Attached response was sent to the customer

Customer service sucks I’m at the location now at Little Falls and these two women have me waiting 15 minutes to close my account while they are in the back. I had to knock on the door for them to acknowledge me and make me wait more time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as they have refunded origination fee.Lender’s (Valley National Bank) receipt of the completedapplication was not May 26th 2015.Lender’s (Valley National Bank) receipt of the completedapplication including CONDO ADDENDUM was June 3rd 2015. Valley National Bank did not disclose that loan won't beapproved if HOA is in litigation.I would have not applied for loan if Valley National Bankdisclosed that loan won't be approved if HOA is in litigation.
Regards,
[redacted]

I just purchased a vehicle about a month and half or so from a dealership. They opened an account with this bank and all was well.

Today, I received a call from Joe P[redacted] yelling and threatening that I have until 3 pm to make a payment or the car will be repo'd. The best part is that the bank had my wrong address, which was corrected because they called a few weeks ago to make sure we got the vouchers. A lady called me and told me that the payment was do so I set up a automatic payment recurring via my bank and had the first check sent out on 8/*. Today 8/** this guy calls yelling and threatening eventhough I told him that we already spoke to someone a few weeks back and all should be well. He refused to listen, spoke over me and yelled at me.

I'm not sure why a bank treats new customers like that especially since it's obviously and error between him and the dealership. The dealership took my address from the drivers license and had it correct. Either way, it was not on my end.

I would strongly recommend you avoid companies like this at all cost.

Review: My car loan is through Valley National Bank. My payments are due on the [redacted] of each month. I send my checks out anywhere between the [redacted] of the month. From the date my check is mailed until the date the check is processed is usually 3-4 days. I sent my check for this months payment on July [redacted]. When I logged in to my bank account online (PNC) to make sure the payment was withdrawn to meet the payment date, and I noticed it was not, I called VNB right away. I just needed someone to tell me if my check was received, as the summary said there was activity for todays date [redacted]) but the summary for this month did not look the same as prior months. I also thought the payment was possibly received because when logging in to VNB to see my summary, it says my next payment is due August [redacted]. I understand not that the date may update automatically if a payment was received or not. I called VNB immediately to ask for assistance, seeing if someone could tell me if my check was received. I called the Customer Service # and after waiting for 25 minutes, I got transferred to the NY office as that is where my loan is through. I waited another 5 minutes and when someone finally picked up, the hung up the phone immediately. I called the NY office directly, as the Customer Service Rep gave it to me for reference, and the only department open was collections. Since my account is not delinquent, the lady could ont look up my account or help me in any aspect. I told her my situation and she said I would just need to call back tomorrow.

I am so frustrated with this bank, The only way to do online payments is to physically go to a branch and set up a checking account with them. I refuse to open another banking account, as I manage my money a certain way through the accounts I already have open. I also find it frustrating that the day my payment is due, there is no one available to help me even just look at my account to tell me if the check was received and possibly not yet processed.

Also, I have been sent twice "new" labels for me to use when sending my checks, as I was told the labels I was using were ok, but not the best. BOTH times I received the SAME labels. Could this maybe be an issue? I am not hand-writing my envelopes each time when the company is supposed to provide the proper labels. I even called to let them know the labels were the same and a different representative told me the address was ok to use.Desired Settlement: I do not want to get charged a late fee. I sent my check in on July [redacted] I have no idea where it is now after being picked up by [redacted] but I sent it. I would like someone to contact me, someone who actually knows what they are talking about, to let me know if my check was received.

If this had something to do with the labels, I want the correct labels mailed to my house immediately so this does not happen again.

So now I have to wait until tomorrow, the day after the due date, to either make sure my check was received or to drive OVER AN HOUR to a branch since I cannot set anything up online. I want them to resolve this issue immediately and also give me an extension on my payment so it is not late. I should not be penalized if the check did not make it to the office because of the labels provided.

Review: I received an auto loan through Valley National Bank. The terms and Conditions state that I must fulfill 72 monthly payments of $320.76 starting on 8/21/2014. I made a payment of $1.00 on 7/22 and a payment of $174 on 8/6. I looked at my 8/21 payment and it still reflected my payment of $320.76 being owed. I called to find out why and was advised they don't accept partial payments. I explained to them I am meeting my obligation by making sure my monthly payment of $320.76 is paid whether it be 1 payment or multiple payments as long as I have paid my monthly due of $320.76. They stated any payments for less then the monthly payment $320.76 will be implemented towards principal and my payment of $320.76 will still be due and if not paid on time I will be assessed late fees.

If this bank does not have it in the terms.and conditions they should have to honor the method by which I make my payments as long as I am meeting my obliagation.Desired Settlement: Allow me to make payments prior to the due date and apply it towards my monthly payments. Example if I make a payment of $200 apply it towards the monthly fee $320.76 and have the remaining balance $120.76 be owed by the.due date.

Business

Response:

this complaint is the same as #[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], in which they mention it is a dubplicate. I have still not received a response to the original request.

Regards,

Review: On July 22, a cash payment was made i/a/o $799.00 to loan[redacted]. This payment was applied to the wrong account. The customer service representative gave my wife the wrong account number. As mentioned several times it was a first loan payment for a different car loan. The rep even read the paperwork that my wife gave him. I stoppped in another branch on friday August 2, in [redacted] to make an additional paper and that's when I found out about the error made. I was giving the loan dept number, in which I immediately called and spoke to rep name [redacted] for about 35 minutes and the end result was there is nothing they can do since the other loan was deliquent which the car belongs to my grown son. My wife went to the branch on 8/2/13 where the error occured and spoke to [redacted]. She suggested that I write a letter to explain what happened and call on Monday 8/5, to verify that they received the letter. My wife verified the receipt of this letter but I'm still out $799.00 and this was clearly a bank error made at the branch located at [redacted] by the male rep sitting at the customer service counter on july 22,2013. This is absurb and I'm getting the run around and I want my money back.Desired Settlement: I want my $799.00 back so that I can apply it to the right car loan.

Business

Response:

Attached is the response sent to our customer regarding his auto loan.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was told that the remaining balance would be mailed to me.

Regards,

Review: Lender:

Valley National Bank [redacted]

Borrower:

Property Appraisal Value: $320000

Refinance Requested Loan Amount: $148000

I received statement of credit denial (see attached Valley National Bank Credit Denial) regarding refinance of home loan with Valley National Bank for primary residence located

Complaint is regarding Valley National Bank is not refunding $499 origination fee.

According to Valley National Bank Disclosures and Authorization document, under section REFUND OF ORIGINATION CHARGE AND OTHER FEE (see (2) in attached Disclosures_And_Authorization document)

Origination Charge(The amount collected) is not refundable, except under the following circumstances:

(2) your application is denied and our decision is based on reasons other than valid underwriting considerations which we knew, or should have known, from the facts contained in your application;

My refinance loan was denied because of pending HOA litigation which was the fact contained in my application(see attached CONDO ADDENDUM, provided with my loan refinance application. Look for "is the project the subject..." ).

For that reason Valley National Bank has to refund $499 origination fee.

I spoke to Tom,Bob F[redacted] and Jim D[redacted] and they all said we can't sell/re sell your mortgage in secondary market due to pending HOA litigation and we can't approve refinance home loan.

I did not get any answer from customer service or Kimberly D[redacted] Bob F[redacted], Jim D[redacted].

Thanks

[redacted]Desired Settlement: Valley National Bank has to refund $499 origination fee.

Business

Response:

This complaint had previously been submitted to the Consumer Financial Protection Bureau and has already been addressed (see response attached).

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as they have refunded origination fee.Lender’s (Valley National Bank) receipt of the completedapplication was not May 26th 2015.Lender’s (Valley National Bank) receipt of the completedapplication including CONDO ADDENDUM was June 3rd 2015. Valley National Bank did not disclose that loan won't beapproved if HOA is in litigation.I would have not applied for loan if Valley National Bankdisclosed that loan won't be approved if HOA is in litigation.

Regards,

Review: In December of 2013, we took a home equity line of credit with Valley National Bank at [redacted] The Sales associate was [redacted]. We explained to him that we wanted a product that could be paid off at any time without penalties, a product that we could put money down on our principal and lower our monthly payments. We borrowed $110,000USD and explained to him that we would use most of that money but by June 2014 we would put down towards our principal $29000.00 and he guaranteed us that our payment would automatically be adjusted.

Our home home equity line of credit is for $110,000 over 20 years with a 3.50%APR variable. We withdrew $108,111.05 initially and on 6/18/14 I visited the branch and spoke to the manager [redacted] and made a payment of $28,305.81 towards my principal and a monthly due minimum payment of $694.19. She assured me again that for the next month my monthly payment would be adjusted based on what I currently owe. I told her we were going away for the summer and I needed an exact amount for the monthly payments so I could plan ahead. Since this date we have been dealing with all kinds of issues. We have been told that our payment now doesn't adjust automatically, that we still have to pay interest on our initial withdrawn amount $108,000 even though we just owe $79,354.54. We have spoke to [redacted] the branch manager who tells us she wasn't an employee of the establishment at the time we acquired this product so she is not sure, [redacted] who is the sales associate that sold us the product that tells us bank headquarters is wrong and he got us the product we wanted, so the payments should adjust accordingly, [redacted], who tells us that [redacted] information is not correct but he will adjust our payments to approximately $560.00 per month based on what we owe. Once again 06/26/2014 at 12:26pm my spouse went to the bank and spoke with [redacted] & [redacted] and was told that [redacted] at [redacted] informed them my payments would be adjusted to $558.64 ($330.64 principal + $228.00 interest). Again this number doesn't add up, when we had gotten our simulation back in 2013 with the same terms we were told that if at the end of it all we would owe $80,000US our payment should be more or less around $460.00 monthly. I asked [redacted] on 6/26/14 to again print me a simulation with what I owed $79,354.00, rate 3.50% 240 months term and this is what she gave me ( principal $330.64 + $ 129.58 interest = $460.22 monthly payment) I asked why the $100 difference and was told by [redacted] that the branch calculators are different than the calculators in the loan department. He couldn't tell me why this was the case which to me seems to be a scam… when people get loans or lines of credit they go to the branches to get their information and get their simulations from the branch. We got this home equity line based on a budget and now are told that the branch calculator is different??? I do have a print out of this simulation and will try to include it with my complaint. Please explain to me why I have to pay $98.42 more in interest than your branch informed me I would have to and still as of 6/26/14 their calculator still shows you are over charging me interest. [redacted]Desired Settlement: We want to pay the amount we were told we would and that the simulation shows $460.22. We understand the apr is variable but for now is stable and the calculations from the branch should be exactly the same as headquarters. We have gone to other financial institutions and got simulations from them as well as the normal internet home equity line calculators and Valley National Bank is overcharging us, why? The only explanation [redacted] had was that the calculators are different, that's not an acceptable answer.

Business

Response:

Customer was sent correspondence. Due to the nature & content of the correspondence we are not posting it publicly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We are out of the country until September 2nd. We tried resolving this issue with the bank before we left on numerous occasion, we explained to them we would not be available and needed to get this issue resolved.we have attached the simulation that Valley National Bank in [redacted]ave us based on the amount we owed which doesn't match what we are being charged. We want the institution to give us the reason for this through the Revdex.com complaints since they we not willing to do it directly to us when we asked. our email: [redacted]

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted]I am very happy our complaint was forwarded to you since you also spoke with me on the phone and told me that you didn't understand why the calculators at the branch were coming up with a monthly payment of more or less a $100.00 lower.Obviously the issue here is that your representative at the branch Mr. [redacted] sold us the wrong product. We never requested a revolving credit line that stays open for 5 years. We needed a line of credit that gave us $110,000.00 for home construction and we were going to pay $30,000.00 towards that principal with 3 months at the most. We will not be using any additional amount from this so called revolving credit line. We wanted a product that worked for our needs and that gave us the lower monthly payment possible based on our situation. Mr. [redacted] guaranteed us that this was what we were getting not a revolving credit line!!! We were simply putting an addition on our home and needed a set amount of money. Like I explained to you on the phone on 6/26/14 at 12:26pm, while I was with the branch manager [redacted] in your [redacted] branch, Mr. [redacted] told me & my spouse after we spoke to [redacted], that [redacted] didn't know what he was talking about and our home equity line of credit ( as he called it) would automatically be adjusted principal and interested based on what we owed not on what we had drawn upon. And he also went as far as saying: " I know what type of loan I got you, I am very experienced at this and this is what I have been doing for a living, even before joining Valley National", well obviously he does not know the products he is offering to the customers and should not be selling them to anyone. As a long standing customer, I believe the branch representative to know what better suits my needs based on the conditions and requests I presented to him. I know we signed an agreement, but once again, we are not attorneys to understand all the legal terms. We had & have a verbal agreement with the representative [redacted] He told us a totally different story on and before December 13th, 2013 when we signed the written agreement.I continue to ask the same question I asked you on 6/26/14, and again, I have posed that same question several times through the Revdex.com and you have not been able to give me a straight answer. Why is it that at the branch, when your manager [redacted] did a simulation for me based on what I owe, at 3.5% with a 20 year term, she got a monthly payment of $460.22 and [redacted] comes up with a monthly payment of $558.64? I have already forwarded a copy of this simulation with my previous reply through the Revdex.com, but I will send it again today in hopes that you can tell me why the difference, because I cannot accept the answer that the calculators at the branch are different then the ones in the loan department. I buy loans at the branch not at the headquarters loan department. I have also explained to the branch manager that we are willing to switch this product being that obviously Mr. [redacted] sold us something different than we asked for and that he told us we were getting. We have contacted other financial institutions that can provide us with the product we want. If this situation can't be fixed by Valley National, we'll just give our business to another institution where our needs come first and customers get clear answers. Mistakes happen ,we understand that, it's only human but we need to fix our errors.Sincerely,[redacted]

Regards,

Business

Response:

Review: Bank charged 6 fees of $35 each totaling $210 in one day when account was not overdrawn. Bank will not reverse fees. Their online banking system clearly shows that account had a positive balance.Desired Settlement: A refund of fees totaling $210, as well as any additional $35 fee that is charged due to this.

Business

Response:

Letter attached was sent to the customer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have to complaints against this banking company. The first is in regards to closing bank accounts. I have successfully closed two banks accounts, one business and one personal, in two locations, Sparta NJ and Fredon NJ without one form of identification being shown on my part. When I called customer service, I asked what the protocol is for closing an account and both times I have been told I need a valid form of identification to do so. I walked out of both banks without anyone confirming that I was the holder of the accounts. Due to their breech of trust and security, anyone could have closed the accounts and made off with several thousand dollars of my money.

The second complaint is with an account that I closed. It was a savings account that I had for over twenty years, set up for me as a child. At some point Valley National Bank changed their policy and require a $400 balance, but I was never made aware of this and did not receive any kind of statement (conveniently) for an entire year, meaning I was being charged a penalty fee every month unbeknownst to me. To them, $60 is not a lot, but I kept that account open for my daughter, because I figured my money was safe and being saved. They gave $15 back, but I want the other $45. They are refusing to refund. Given their security screw ups, I think it best that they comply with a refund.Desired Settlement: I simply want what is owed to me. They have been dishonest as a company and unfaithful in regards to keeping my assets safe. I do not want to go the legal route, but on a matter of principal, if I cannot find a resolution with VNB privately, it may have to come to that. Security in this company is non existent, I just want what is owed to me.

Business

Response:

Attached response was sent to the customer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: Valley National Banking Stole my Tenant’s Security Deposit money!!!

I have had a tenant’ Security Deposit account with Valley National Bank, which was opened since 2005. Few weeks ago, I called the bank and found out it was closed and the money was gone.

Valley National Bank says the account was inactive and they could not contact me. They claimed they sent it the NJ Unclaimed Property, but I called NJ unclaimed property on 12/3/14 and they say they don’t have a record of the money being sent there.

I sent Valley National Bank online claims demanding the money back, but they refuse to do anything. They say they also took a monthly fee on this account for inactive.

This account was a Tenant’s Security Deposit Account and it was never supposed to be active until the tenant moves out. It is opened as an interest bearing saving account. How could it be inactive??? It is the NJ rental Law to have a tenant’s security deposit account inactive. Now the Bank just took the money from the Tenant.

I urge the Government investigate into Valley National Business practices and their violation of the law. The public deserve to know Valley National Bank stealing Tenant’s Security Deposit Money.Desired Settlement: return the entire balance of deposit 839.73 plus interest since 2011 as agreed when the account was opened in 2005.

Business

Response:

Attached was sent to customer today

Review: Starting in January 2015 charges in a variety of amounts were charged to my checking account by [redacted] without my authorization. Valley national bank paid this charges, however, I opened a claim in May 6, 2015 when I noticed the charges in my account due to a negative status of my account. I was not aware of these charges and notice the recurring charges after delivering my baby in April 21, 2015. The bank stated that a period of 45 days must passed to received a result of the investigation. Their response was to open a claim with [redacted] directly, which I did in July 2015. [redacted]'s response was that they never received a claim from the bank to dispute the charges. I have copies of the charges made since the beginning of the year. I have been in contact with both Valley and [redacted] since July and they are both continue to state that the other party is responsible for the refund. There have been charges over $1,400 since January and neither party wants to be responsible for a refund of these un-authorize charges. I need to resolve this issue since I have been willing to wait for over 3 months for them to complete theirs required investigations. It has let to no solution and I was want to demand my refund. I have copies of the documents available for your convenience. Please contact me in case you need them. Thanks.Desired Settlement: I want a refund in the total amount of $1,456.00 which are the charges made to my account.

Review: Someone used my bankcard to make an unauthorized purchase for $405.00 dollars through [redacted] I called [redacted] told them someone used my card unauthorized. [redacted] saw that the customer used several different ways to make the purchase, and my card went through. Having used a different name just my billing address. I told them I was going to contact the bank. I contacted the bank, filed a dispute. This all happened in March. So [redacted] returned the money to my account. So then in June 22, 2015 the bank pulls out the money from my account. I call them to see why. They said they sent me a letter, I said I never received it. They sent a unsigned certified mail receipt. So I contact [redacted], they tell me we have returned your money and your bank returned back to us saying you authorized the transaction which bank representative (CARD SERVICES) Daisy R[redacted] from Valley National bank. They cant help me since its a dispute but its clear its fraudulent they don't know why the bank did that. To go through my bank again. I asked about the customer who made these purchases to see what was the status with her. They said go press independent charges since she stole all your information. So I then contacted the bank, to tell them [redacted] they cant help since my bank said I authorized this. The bank has to request it again. I went to file a police report against the lady. The bank requested a letter stating it was fraudulent from [redacted] I call [redacted] send them a copy of that letter, to Daisy R[redacted], that's all she need, then she wanted a print out of my [redacted] account to make sure [redacted] didn't return it to my [redacted] account.. I do all of these, request they do not contact me . I proceed to call them again, which each time I call her she never wants to speak to me. So I finally get through speak to her says, she closed my case. The bank cant take a loss. This bank has made my ordeal awful. I feel violated by them as with the lady who used by bankcard.Desired Settlement: I would like my money back. This is awful I had proof of fraudulent activity, and they did this to me. The bank rep didn't do any research just returned my money to the thief. If I have all this proof even [redacted] saying its fraud. I can imagine, how they treat other customers.

Business

Response:

We spoke to [redacted] directly. She now understands, and she is in agreement.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I understand the business will be giving me the money back and agree to that the charges where fraudulent. I thank you for your help in resolving this issue.

Regards,

Review: I had an account at Valley National Bank, opened about 2.5 years ago. It was not my primary bank account and I rarely used it. Several months ago, I received a written notification that my bank account was inactive. The letter notified me that unless I signed and returned the enclosed form restoring the activity of my account, a $15 dormancy fee would be charged each month. I promptly signed the form and mailed it to the bank. It occurred to me that there was too much fuss needed for an account that I did not use anyway, so I cleared some room in my schedule sometime later to head to the local branch to close my account. When I arrived, I was informed that the computer system was down and that the bank would be unable to process my request. Since the closing of the account must be done in person, and I work long hours and have several young children, I did not return to the bank to attempt again to close my account. I had sent in the letter and knew that no immediate action to close the account was necessary, and the bank clerks confirmed in person that the form would restore the activity of my account for a year.

Over the next few months, my husband mistakenly filed away the bank statements from Valley National Bank instead of giving them to me to read. Therefore, it wasn't until I opened the most recent statement that I discovered that a dormancy fee was in fact being deducted from my account, and had been for the past four months. When I called to complain, I was told that my letter had never been received and that the bank assumed no responsibility.

I am well aware of the fact that I cannot prove that I mailed the form; however, I *know* that I did mail the form. Clearly, there was either a postal error or a bank error and I have no way to prove what happened. I also acknowledge that I should have been reading my statements in a more responsible fashion, and that the fault for not discovering the error lies with me. (Since I did not use the account often, my husband assumed that the statements did not need to be read.) However, I am surprised that no attempt whatsoever was made to rectify the situation or compromise in some manner.

I will point out that the bank did not lose anything by my account being dormant and that the $60 collected by them were not in exchange for any goods or services. I understand that their policies allow them to gauge this money, but I am surprised that they refuse to even consider the possibility of bank error, given my absolute assurance that I mailed in the form.

I closed my account today and do not plan on banking with Valley National again.

Business

Response:

Attached letter was sent and check issued by branch

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

I appreciate the effort put in by the representatives of Valley National Bank to provide me with the customer service that I requested.

Regards,

Review: I have had a vehicle loan with Valley National Bank since January 2008. It was a 7 year loan. I believed I made 2 payments in November for my September and October payments. I still owed for November and December. I have made payments on this vehicle loan for the 6 years falling behind at times for no more than 30 days. On December 6th at approximately 1pm there was a knock on my door and I got up to answer and it was a woman who said she was sent by Valley National to repossess my 2008 Jeep Wrangler. She then advised me that the 2 payments I thought I had made had bounced for insufficient funds, which has happened in the past because I have 2 accounts I use to make payments and if there is a miscommunication between me and the customer service representative I am speaking to they could be taking the payments out of the wrong account. I asked if I could have time to call the bank to sort things out and I was told no. She then advised me the police were already notified which made me burst into tears because I was not being difficult and was already completely embarrassed by this situation. She then told me if I did not give her my keys that they will bring a tow truck in, and asked if there is anything I wanted out of the Jeep. Out of embarrassment I handed her the keys and asked her to get a pair of shoes out of the back seat. The next thing I knew a man that was with her was carrying everything out of my Jeep and just dropping it on my patio until I said you can put that in the house. When the woman handed me her business card it was from [redacted]. I asked her is this where you are taking it. Her response was no we have different holding facilities I have to call the bank to see where they want it to go. Immediately after they left I called the bank and spoke with a woman named [redacted] in the repossession department who had no idea my Jeep was even repossessed. She told me she would call me once she heard something. She returned my call at approximately 3pm and I asked her how I can get it back she advised me I had to pay the loan off in full or I can send them information for them to reconsider reinstating my loan. I told her I would email her the information which included my current insurance information, 2 personal references, and 2 weeks of paystubs, and she was going to lunch and would return my call when she got back to verify she received it. I waited almost an hour with no return call and I called there again when someone told me she was on the other line and would call me back. She returned my call around 4:15pm and advised me that the manager denied reinstatement and I would need to pay the balance. I asked to speak to the manager and she advised he would return my call. [redacted] returned my call at approximately 4:45pm he began the call very rudely and speaking very loudly and I asked him to please not speak to me that way I am trying to figure out this situation considering I have paid for this car which was brand new in 2008 for 6 years and only have 1 year left of payments. [redacted] then said we will not reinstate your loan because you are on unemployment since September and that I was not longer with [redacted] and I did not notify them. I corrected him by saying I was on unemployment since March and I was still with [redacted] up to December 3. I advised him that I have a severance pay coming which I can gladly pay off the loan but it takes approximately 1 1/2 mths to get the payment. He said that makes no sense and as I went to explain he began speaking over me about how bad my credit it is and how I have a foreclosure on my credit and how I have paid 30 days late 53 times on the Jeep payment. There was no reason and he had no permission to pull my credit. He also made a statement that I have no contacted them to work out any payment. Which is not true since I had just spoke to them in November. He continued to belittle me about my credit and how I must pay the loan in full of $9397.03 plus a $2.00 per day per Diem late fee plus repossession charges plus holding fees. He said your payment is due on the 6th. Well I was speaking to him on the 6th, my Jeep was repossessed on the 6th at 1pm. I could have driven a payment to the bank but after the run around they had given me since 1pm it is now 5pm and the banks are closed. The next 2 days were Saturday and Sunday so I am paying holding fees for days that I couldn't do anything. I received no paperwork from the repossession company or my bank telling me where my car was or even itemizing the charges. I called the bank 12/10/13 and spoke with a [redacted]n the repossession department. I asked her where my car was because I needed my registration to try and refinance my car she said you weren't given any paper work and put me on hold. She came back and said you're trying to get the car back and I said yes of course I have been paying for 6 years the car is worth 22,000 to 24,000 I'm not just giving it up. I then said how I was told I could not reinstate the loan and she became very rude and said what are you calling about, and I said I need to know where my car is I need my registration. She again placed me on hold and gave me a number to call still not telling me where my car is. The number she gave me was the holding lot where my car is where I was advised its a $35 fee to get my personal belongings and that they are in [redacted] (2 hours away from my home). I found a company to refinance me and I am going thru the process now and they are seeing the payoff of the vehicle as $8749.00, I have yet to received anything from my bank itemizing where they are getting $9397.00.Desired Settlement: I would like my loan which I have been paying for the past 6 years reinstated and the repossession taken off of my credit. Whether I was late on the payments or not I still was paying on the Jeep. I was never any later than 60 days on the loan. I am willing to pay the past due amount which would be the 4 months of payments. I would like an apology from [redacted]or how he treated me. People fall on hard times and not on purpose, and do not to be treated the way he treated me.

Business

Response: