C & F Finance Company, Moore Loans, Inc., MAC, C&F

To whom it may concern, below is the timeline of the activities that were taken on [redacted]'s account.
October 14th-[redacted] called the office and talked to a C&F Finance Company (C&F) representative.  During this conversation, [redacted] stated that she...

was going to make a full car payment of $464.39 at a C&F Bank Branch on 10/14.  [redacted] would then make 2 full payments, ($464.39 each installment) totaling $928.78, on 10/24.  [redacted] indicated that the reason she had fallen behind was due to starting a new job.
October 17th-The payment of $464.39 was not made as [redacted] indicated during her October 14th phone call.  A decision was made by management to place the account out for repossession on 10/20.
October 21st-[redacted] called the office, a C&F representative advised [redacted] that she didn’t keep her initial arrangement from 10/14 and that is why the vehicle was placed out for repossession.  [redacted] indicated that her paycheck was late causing her not to be able keep the arrangement.  The C&F representative advised [redacted] that we did not receive a online payment.  [redacted] then indicated to the C&F representative that she or her husband would make a payment at a C&F Bank branch today and make a payment on 10/24.  The C&F representative placed the account in a hold status until 10/22, so the vehicle would not be repossessed during this time period.  A payment was made, at a C&F Bank branch, on 10/21 for $464.00, below the required monthly payment of $464.39.  A C&F representative spoke to [redacted] advising that the new amount of $939.34 needing to be paid on 10/24. 
October 24th-[redacted] called in to the office and spoke with a C&F representative indicating that the paycheck she was waiting on was mailed to the wrong address, but her employer is sending her another check via FedEx. [redacted] stated that she should have the money by Monday at the latest and will pay then.  The C&F representative agreed to allow [redacted] until then to make the payment as agreed in prior conversations.
October 28th-[redacted] pays $200.00 at a C&F Bank branch, below the amount agreed too by both parties during the October 21st and October 24th conversations.  However, this is enough to cancel the repossession activity, which was cancelled on October 29th.
October 30th through November 10th-Phone calls, voicemails, and emails were placed to [redacted] attempting to get her on the phone to resolve the past due status.  None of the phone calls or e-mails were returned by [redacted].
November 10th-Vehicle was placed out for repossession due to [redacted] not returning our calls and not following through with the promises for payments as agreed.
November 11th-Vehicle was repossessed.
November 12th-[redacted] called the office and spoke with a C&F representative advising that the vehicle has been repossessed and that she isn’t interested in redeeming the vehicle. [redacted] questioned why the vehicle was repossessed.  The C&F representative explained to [redacted] that the vehicle is 3 payments past due, the agreements made were not fulfilled, and attempts to communicate with [redacted] were unsuccessful.
With regards to [redacted]'s desired resolution, the monies paid will be applied to the account and will reduce the amount that will still be owed, the deficiency balance, after the vehicle is sold at auction.  A letter detailing the sale and the deficiency balance will be sent to [redacted] following the auction.  The monies paid towards repairs may assist in bringing in more funds at auction which could reduce the deficiency balance.  If [redacted] has any further questions, please contact our office.

[redacted]


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RE: Revdex.com Case# [redacted]
 
Mr. [redacted] contacted C&F Finance for a deferment of his upcoming June payment due to incurring substantial costs from buying a house.  Mr. [redacted]’s original request was denied due to the type of hardship. The Collections Manager, Doug D[redacted], spoke to Mr. [redacted] on 06/30/16 and resolved Mr. [redacted]’s needs by granting the deferment. Mr. [redacted] expressed his satisfaction with the outcome.

C&F Finance Company's Compliance Manager has reviewed the account notes for the complainant and found the following inaccuracies to the unsubstantiated claims in the complaint:
C&F Finance Company does attempt to make contact to phone numbers on the account when the customer becomes...

past due.  C&F Finance Co. has 1 phone number on record for Ms. [redacted] which was called once in the morning and if no message was left on the voicemail, a follow-up call was placed in the evening.  Phone records for 2016 show that Ms. [redacted] phone number was called on; 01/14 (one time), 01/15/ (one time with message left), 01/19 (one time), 01/21 (one time), 01/26 (one time), 01/27 (one time with message left), 01/28 (one time), 01/29 (twice with no message left),  01/30 (twice with no message left), 02/01 (twice no message left), 02/02 (one time), 02/04 (one time), 02/05 (one time), 02/08 (one time), 02/09 (one time), 02/10 (one time), 02/11 contact was made with customer and customer had just made a payment on 02/10 to bring account current until due again on 02/13, 02/16 3 days past due (one time message left), 02/17 contact made and customer stated will make payment on 02/19, and 02/19 two calls were placed (11:46 a.m. and 12:41p.m., not 8:30a.m.) to ensure the Promise to Pay from the phone call on 2/17 was still going to be taken care of and contact was made with the second call.  At no time were representatives calling "ALL DAY" or with the intent to harass or abuse.  Ms. [redacted] states that someone was trying to repossess the vehicle on Sunday morning.  This is not accurate as her account has not been issued for repossession to a Repossession Agent.  C&F Finance Company did hire a Field Agent to obtain location information of the collateral as the Promise to Pay was set for 02/19 and the payment wasn't received as promised through close of business on 02/20 at 12:00p.m.   Payment was received on 02/20 at 2:20p.m.  The Field Agent was contracted prior to the payment being made on Saturday at 2:20p.m. and C&F Finance Company closed at 12:00p.m. and was unable to cancel the Field Agent.
Our records indicate that complainant has been late 11 times of the 25 installments made (2years and 1 month) with a $22.85 late charge for each of the 11 late pays.  The interest rate on the account is 21.99. 
If complainant has any further questions or would like to speak with a manager, please contact [redacted] at [redacted] for further inquiries.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They are just a terrible company, and they are not willing to help, and on several occassions I have asked for a manager, and I was told, NO, they will just tell you the same thing.  When I did leave a message with the manager that I was transferred to on a different occassion, I never heard back.  It does me no good to call them, because they don't return your calls.  I defies logic as to why they won't accept payment on the 10th.  It doesn't make any logical sense.
Regards,
[redacted]

This company is awful the representative Christian and his boss Stacy. I received multiple phone calls from these people and I asked could I pay my payment on a certain day and he was like no borrow the money you need to make a payment today maybe we made a mistake loaning you the money I told him that he didn't loan me anything I told him that he was rude and that I wanted to speak to the supervisor. The crazy part is I spoke to a representative a few days prior to speaking to him and they agreed to take my payment on March 4th and he came back demanding a payment today. The supervisor was rude she told me that I lied. she told me to find another finance company they are horrible this place needs to be shut down. I want them to pull my phone records.

On August 20, 2014, [redacted] (customer) was offered an extension for the month of September with the agreement that the customer would call back
to the office to make the August payment in addition to the required $50 extension fee.  At the time of the arrangement, the above...

account was 22 days past due.  
On August 23, 2014, customer called to the office and set a check by phone payment of $567.83 (inclusive of the $50 Extension Fee) for August 25, 2014 to
cover the August payment.  C&F Finance Company began the extension process per agreement until the above mentioned payment was returned by
customer’s bank on August 28th.  
To conclude, C&F Finance Company is willing to work with [redacted] however did not anticipate funds being returned by the bank.

On 05/13/2014, the collateral was repossessed as the account was 64 days past due and deemed in default.  As stated in 3.b., on the [redacted] copy of the contract, since the account is in default we demand that [redacted] pay all that is owed at once in order to regain...

possession of the collateral.  I have [redacted] the Notice of Intent to Sell Property letter that was sent to [redacted].  Any further questions please feel free to contact C&F Finance Company.

[redacted],
Thank you for taking the time to discuss your issues with C&F Finance Co.  You will be receiving a phone call from one of my managers regarding resolution for your account.  We have corrective and disciplinary action plans in place for employees...

and once account actions have been fully investigated, management will take appropriate corrective or disciplinary actions if deemed necessary.  If you have any further questions or comments, please feel free to contact [redacted], Compliance Manager at [redacted] or [redacted] ext-[redacted].

[redacted]Thank you for recently taking the time to express your concerns regarding your account with C&F Finance Company.  We have completed a detailed review of your account and appreciate the opportunity to respond to your complaint filed with
the Revdex.com on 04/01/14. ...

Below is our responses regarding your complaint.
Your account was paid off early due to the car being deemed a Total Loss by the insurance company.  The insurance company sent a check to C&F Finance for the balance of the account.
Here at C&F Finance Company, we record all incoming and outgoing calls for quality assurance and training purposes.  I have pulled all calls associated with your phone number and there is nothing in those recordings that state you were told that you had to pay the full balance, as stated in your complaint.  I also pulled the most recent call in which you talked to[redacted] in regards to your credit bureau still reporting C&F Finance as having a balance.  There was nothing in the recordings that would suggest that you were verbally attacked nor threatened.  If you received phone calls to another phone number, please provide me with that number so I can pull those recordings as well.  So far I have heard nothing that would substantiate your claims.
In regards to your inquiry about your credit profile.  C&F Finance reports to the credit bureaus at the end of every month.  Your car was paid off with insurance proceeds on  3/5/14.  Therefore, your account would not be sent over to the credit bureaus until 3/31/14.  It would then take approximately 5 business days for the credit bureaus to update that information.  I checked with my [redacted] and below is how you will report once the bureaus are updated, CL = Closed PD = Paid:
[redacted]If you have any further questions or wish to provide me with alternate phone numbers to pull recordings, please contact [redacted], [redacted], at [redacted] ext [redacted] or [redacted]

When C&F Finance Company purchased Ms. [redacted] contract from the prior finance company, a Welcome Packet was sent which included a disclosure of the available payment options C&F Finance accepts. In addition to the initial disclosure, each time Ms. [redacted] calls into the...

office to make a payment, company representatives are required to disclose payment options prior to accepting a payment.  There is a $17.00 fee associated with Express Payment Options which post funds to the account the same day payments are made over the phone or online.  Customers are not required to choose this option and may choose to pay using our other lower cost and free options.  Lower cost options include [redacted] and [redacted]  Free options include, making a payment at a C&F Bank branch, mailing a check, and automatic recurring payments.   If you have any further questions, comments, or would like assistance enrolling in the free automatic recurring payments, please contact a representative in our Customer Service Department.

C&F Finance Company received the complaint and performed an investigation and found the following:Calls made the customer:October 10, 2014 – Customer set a PTP for $302.71 for 10/17/14, her pay day. 7 DPDOctober 17, 2014 – Customer paid $302.71November 3, 2014...

– Payment became dueNovember 4, 2014 – Telephone cell phone, left message on voicemail.   Sent email 1 DPD (Days Past Due)November 5, 2014 – Telephone cell phone, left message on voicemail 2 DPDNovember 6, 2014 – Telephone cell phone, left message on voicemail 3 DPDNovember 7, 2014 - Telephone cell phone, no message left (dialer) 4 DPDNovember 7, 2014 - Telephone cell phone, no message left (dialer) November 7, 2014 - Telephone cell phone, left message on voicemailNovember 8, 2014 – Telephone cell phone, no message left (dialer call) 5 DPDNovember 10, 2014 – Telephone cell phone, no message left (dialer call) 1:37pm 7 DPDNovember 10, 2014 – Telephone cell, left message on voicemailNovember 12, 2014 – Telephone cell, left message on voicemail.  Sent email 9 DPDNovember 13, 2014 – Telephone cell, left message on voicemail 10 DPDNovember 14, 2014 – Telephone cell, left message on voicemail 11 DPDNovember 15, 2014 – Telephone cell phone, no message left (dialer call) 12 DPDNovember 15, 2014 – Telephone cell phone, left message on voicemailNovember 17, 2014 - Telephone cell phone, left message on voicemail 14 DPDNovember 18, 2014 - Telephone cell phone, left message on voicemail 15 DPDNovember 18, 2014 – Sent email to both address’ on file November 19, 2014 - Telephone cell phone, left message on voicemail 16 DPDNovember 20, 2014 – Customer paid $300.00 online 0 DPD November 20, 2014 – Credit card will decline  18 DPDNovember 20, 2014 – Telephone cell phone, left message on voicemailNovember 24, 2014 - Telephone cell phone, left message on voicemail 21 DPDNovember 24, 2014 – Email sent because credit card declinedNovember 24, 2014 – Telephoned reference, Deborah, no answer, no message leftNovember 24, 2014 – Customer made an online paymentDecember 4, 2014 – Dialer called customer, no message left  1 DPDDecember 5 2014 – Dialer called customer, no message left  2 DPDDecember 5 2014 – Dialer called customer, no message left December 5 2014 – Telephoned cell phone, left message voicemailDecember 6 2014 – Telephoned cell phone, left message voicemail  3 DPDDecember 8 2014 – Telephoned cell phone, left message voicemail 5 DPDDecember 8 2014 –sent email requesting customer contact officeDecember 9 2014 –sent email to both maker & c/maker requesting a phone call 6 DPDDecember 9 2014 – Telephoned cell phone, left message voicemailDecember 10 2014 – Dialer called customer, no message left  7 DPDDecember 10 2014 –Telephoned cell phone, left message voicemailDecember 10, 2014 – Called reference, Deborah, left messageDecember 11, 2014 –Telephoned cell phone, left message voice mail 8 DPDDecember 12, 2014 – Telephoned cell phone, no message left (dialer) 9 DPDDecember 12, 2014 – Telephoned cell phone, no message left (dialer)December 12, 2014 – Telephoned cell phone, left message voicemailDecember 12, 2014 – Telephoned cell phone, left message voicemailDecember 12, 2014 – Payment made for $284.71 @ 10 DPDThe preceding details all contact attempted with customer.  At no time did C&F Finance Company contact the customer when they were not past due.  At no time did C&F Finance Company contact either customer at their work number and, according to account records, we do not have a contact number for either customer at work for which to make contact.C&F Finance Company called the customer (within [redacted] guidelines) every day they were delinquent in an attempt to work out a payment arrangement and/or offer a due date change.  The customer failed to return any of ourcalls or emails.  The customer is eligible for a due date change however, must contact our office to have it set up.If the customer has any further evidence that calls were made, other than listed above, please feel free to contact the Compliance Manager so further investigation may be conducted.Sincerely,[redacted]
[redacted]?

[redacted],
Our Collections Manager [redacted] has made several attempts to contact you.  We have made changes to your account so that the monies you paid will go towards your installment amount instead of the late charges as per your Desired Resolution.  Please contact...

[redacted] at [redacted] to discuss how payments are applied and what occurs when a full installment amount is not paid.  If you have any further questions please call us. 
Sincerely,
[redacted], Compliance Manager

[redacted],
Thank you for recently taking the time to express your concerns regarding your account with C&F Finance Company.  We have completed a detailed review of your
account and appreciate the opportunity to respond to your complaint filed with the Revdex.com.
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Here at C&F Finance Company, we record all calls incoming and called out.  I have pulled the recordings relating to your account and I have not heard anything that could be construed as "horrible."
What I have heard is the collector stating their name and number for which you can call them back.  If you happen to receive a "horrible" message, either call me or e-mail me and let me know
when the message was left so that I can pull the recordings and take appropriate steps to discipline.
It is our policy at C&F Finance Company to call customers when they become one day past due.  I will refer you to your contract that you signed regarding the actions we are legally able to take when you do become past due whether it is one day or one month, either way you have broken the contract.  As of 04/10/2014 you are 47 days past due.  It is very important that you call the office and speak to a recovery agent as soon as possible, preferably today.
If you have any further concerns or questions, please feel free to contact me.
Sincerely,
[redacted]
[redacted]
[redacted]

C&F finance company

My car was repossessed on Friday 2/2/2018 while I was away from home on Albany Ga. It was towed to Speedy Recovery Services, which was an hour away from Albany. I live and work in Atlanta. The letter I received from C&S finance dated 2/2/18 said that my car would be up for private sale after 2/12/18. Paid what was due to get the car back on 2/9/18 and had an appointment to get mybelongings out of the car on that date drove to Tifton which is about 3 and half hours from Atlanta and was informed that the car was picked up on 2/8/18 and taken to the auto auction in Savannah Ga. 2 hours away. After I had been on the pbone ALL DAY on the 9th with C&F they never informed the vehicle had been moved. The reps except 1 were very useless and the so call mangers are worse! SMH gonna report to the Revdex.com

I contacted C&F Finance over a week ago to ask about deferring my current payment due on 10/19/17. My fiancee will be starting a new job (after being out of one for 3 months) and I won't be able to make a payment until mid November. I was told that I've already had a deferment in the past, however, because I've always been on time, she would speak with her supervisor and see about working something out with me. I have yet to hear back and she was supposed to call me back that evening or the next day. I have even emailed the company 4-5 days ago and no response. What do I need to do to get some assistance?

C & F Finance is the worst loan company I have ever dealt with! They came to my house before the loan was even 30 days past due, & I had made the payment online the day before! Grrrrrr...

I have had great experiences with C&F Finance company. They have always worked with me been professional cordial and courteous! They don't harass me! If your always late what do you expect!

C&F Finance is a ripoff and take advantage of people. Need yo be put out of business they finance a car in 2010 and 7 years later I'm still paying these ss. my payments were 425.00 a month and they keep garnishing my wages and taking money 7 years later. I have paid them over 50,000.00 dollars

Review: First I was mislead about interest rate. I was told at the dealership the interest was 14% but where I received the paperwork in the mail it is actually 17.2%. But main complaint is the constant harassment I receive from the company every time I am a couple if days or weeks late. I literally receive several calls, emails and text daily until they receive payment. I receive these calls even if I speak with an associate or supervisor and when they don't want to except arrangements they hang up on me and continue harrassing me the next day. This is unexceptable business behavior.Desired Settlement: For them to stop harrassing me and calling me after initial contact has been made.

Business

Response:

RE: Revdex.com

case# 11454577Ms. [redacted] purchased a vehicle at [redacted] and signed a Retail Installment Sales Contract (RISC) on November

11, 2014 with an APR of 16.96%. [redacted] assigned the RISC to

C&F Finance Company. Ms. [redacted]’s

complaint is that C&F Finance Company continues to call her in regards to

her account when payments are not made according to the due date on the RISC. Sixteen payments have been made on the

account and six of them have been over thirty days past due. Ten of the sixteen payments have been paid

past the contractual due date. C&F

Finance calls all delinquent accounts daily unless some type of payment

arrangements have been made on the account.

Ms. [redacted] rarely communicates with the Collections Department when she is

past due so calls continue on the account until some resolution has

occurred. When Ms. [redacted] communicates with

C&F, calls don’t continue as long as there is some payment arrangement made

on the account. (For example: Ms. [redacted] was past due for her 04/24/16

installment, C&F called her each day since she went past due and received

no contact until 05/02/16. Ms. [redacted]

stated she couldn’t pay until 05/12/16.

C&F did not call her until 05/11/16 which C&F stated we would

call the day before to confirm the promise to pay will be made on the

account. On 05/11/16, we contacted Ms.

[redacted] as agreed upon on 05/02/16 and she stated she couldn’t pay until 05/20/16. We informed her that the expectation was for

the account to be paid on 05/12 since she had just received an extension back

in October 2015 to get the account back on track and she hung up on

C&F.) Lack of communication with

C&F and broken promise to pays will keep collection efforts

continuing. Communicating with C&F

and setting up payment arrangements to get the account back current and staying

current will make the collection calls stop.

Ms. [redacted] opted in to receive text message reminders on the status of her

account. She can reply ‘STOP’ to any C&F

message at any time to opt out of this service.

Doug D[redacted], Collection Manager, reviewed the account and agreed to not

call Ms. [redacted] until her account is 15 days past due, however she will receive

calls after that unless she contacts C&F to make agreeable payment

arrangements before. Ms. [redacted] can contact

Doug D[redacted], Collections Manager, if she has any further questions regarding her

complaint or account at 804-236-9601 ext. [redacted].Thanks,Daniel M[redacted]Operations Manager

My car was sold on 7/25/16 and they were paid the pay off on 7/29/16. On 8/18/16 my account was debited for a full payment and bank fees were assessed. After finally getting a agent who could help, ( after trying 6 different agents) I was told it would be taken care of, then 4 days later I get a call saying that they needed bank statements AGAIN and that my bank fees would not be repaid to me. I am furious and will never do business with them again! Horrible customer service!