Anderson Financial Services

Thank you for notifying the company of *** ***’s complaint. We appreciate this opportunity to respond An investigation of *** ***’s grievance proved the company committed no wrongdoing. The terms,
conditions and cost of the loan were fully explained to *** *** by the company’s personnel, as well as on the loan documents as required by the Federal Truth in Lending Act. Also in the contract, in big bold print the company warns consumers the interest is high and encourages the potential borrower to seek other alternatives such as banks, credit unions or family. Moreover, based on the monthly income and expense information that *** *** entered on her application, the loan’s scheduled monthly payment was within her ability to repay. At no time did *** *** indicate that she was confused or did not understand the terms of her loan A review of *** ***’s account reveals that she never submitted a payment. Thereafter, the company made every effort to work with her; however, *** *** was uncooperative and had no communication with the company. After exhausting all available means of reaching *** ***, on September 26, 2017, the company repossessed its collateral in accordance with the law. In closing, the company operates in strict compliance with state and federal laws and has committed no wrongdoing. Notwithstanding the above, the company is a consumer focused business and always attempts to find a mutually beneficial solution with its customers. With that said, if *** *** would like to redeem her vehicle for a reduced amount, she should contact the company’s Assistant General Counsel, Ellison, at ###-###-#### by October 17, 2017; otherwise, the company will proceed with selling the vehicle in a commercially reasonable manner. Should the vehicle generate any surplus funds, the company will mail them to the borrower in accordance with the law. Thank you for your assistance in this matter and the opportunity to respond

The statements above are incorrectI called go the company almost on a daily basis I explained to the that the vehicle had become an insurance claimThe adjuster reached out several times to the number listed for *** *** Title Loan but got no reply I made sure I answered every time they called On less than five occasions I had to return there call I never received a telephone call or documentation that my vehicle was going to be reposedOn the telephone conversations I was never advised of my vehicle being in report status I would discuss an updated about any information I received from the insurance adjuster I even disclosed the company with the adjuster information The adjuster stated that no one from *** *** had called her I was on a conference call with her once because I was applaud that no one would speak with her about my account When the adjuster called to review the contract amount and to discuss a settlement officerShe was told no settlement offer could be excepted and Stephanie would call her back She explained the value of my vehicle and what the insurance company was willing to pay out Again she was turn away with the Hispanic lady saying we need the entire amount due We will not reduce *** *** account to a judgement The adjuster ask for corporate numberShe was told there wasn't a corporate She waited for a return call from higher authority but no one from the company returned her call I continued to reach out to *** *** and I have a call log to prove itI was always disrespected and the company was never able to come to an agreement or resolve the account The day if the repo the tie truck had my vehicle up on the liftI immediately called *** *** to make the full pass due paymentI was ready to go to the insurance for an appraisal I called the adjuster to let her know the vehicle was being repossessed She spoke with the driver in speaker He was very rude to her saying I don't if y'all got the money or notI'm going to get paid regardless *** *** refused my payment if $I said to them on the phoneWhy didn't anyone notify me that my vehicle was in repo status and I just spoke with you twice this week She said you haven't paid in two months I said yes but you was aware that the insurance company was payingShe also advised me not to pay and save my money since the insurance company was payingMy money was not accepted the day of the repo or yhevdats after when I calledI requested the company to email or fax me a copy of the repo letter that they stated they sent to meStephanie and the representative said they was unable to do soLast week I received a letter to notify me that they was auctioning off my vehicle on the 19th*** *** did the exact same thing to my cousin and brother years ago I found out after sharing this matter with my family when they asked what happened to my car I will not let this matter go and with proof and evidence I refuse to let this matter go With any loan company before your house foreclose your notified Before your evicted your notified Before your vehicle go into repo status your notified By law and the customer right's, you must be notified by mail in writing *** *** refused to do so and handled this matter personal and unprofessionalOn several occasions I had words with anger of the young ladies because of how rude they would speak with me when they would call to say your pass dueI would advise the to contact the adjuster But they would become confrontational and want to argueMy grievance is that I had the pass due amount *** *** wanted the entire amount because they wanted to close my loanBut at the time I was on a monthly payment agreement Even on the day of repo I was told by the tie truck driventhat my vehicle had a hit on it for weeks but was in repo status for two days I was in close contact with *** *** several days weekly and not once was I told it was a hit on my vehicle or in repo status This situation was completely personal I believe this is why I wasn't notified or allowed to pay the pass due amount because of pass verbal altercations My rights with *** *** was taken away from me with no notification if the repo And I refuse to let this matter go. Complaint: ***I am rejecting this response because:
Regards,
*** ***

Review: I have been trying to set up an online account in order to pay my bills online. Called on 7/2 with a promise that IT would get back to me. No phone call to date and it is now 8/15. Customer service rep "[redacted]" seems complacent in her duties, sounds like she is working from a too relaxed a setting, like from home, and very combative on the phone. She finally found where she relayed my issue on 7/2, but did not follow up, and seemed like she didn't care. Because she was getting frustrated with my issue, she cut me off mid sentence, told me to hold, and next thing I knew, I was in someone else's voicemail. Did not know what I was supposed to do, as I did not know who I was transferred to, so I hung up and re-dialed customer service. "[redacted]" now refuses to answer the phone.Desired Settlement: That any and all measures be taken so that I am able to have access to an online account and thus be able to access my account online and pay my bill.

Business

Response:

Thank you for bringing this matter to our attention. We willl thoroughly investigate your complaint regarding our customer service and take appropriate action.

With regard to an online account, we do not offer that service. However, we can certainly look at options to make your payments more convenient.

Please contact me directly so that we may discuss your concerns and needs.

I may be reached at ###-###-####.