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

I can say that my experience has been an overall favorable one. When I fell behind on a payment, C&F worked with me to not only defer the late payment; but also changing my due date in order to accommodate me so there would be no issue in making my payment each month. No negative information has ever been reported to the CB's in regards to my account either. I will admit, prior to this being put in place, the calls were a little embarrassing, especially when my references were contacted. However, I understand that this is what the representatives are hired to do and first & foremost, my not keeping up with my contractual agreement at that time is why the calls were made. The only regular correspondence I receive now is an email each month telling me my e-statement is ready for viewing. If you work with them, they will work with you. Note: As far as recommending to friends, family or colleagues, C&F Finance chooses you based on credit issues, you don't choose them. So if you do get approved for vehicle financing through them, make sure you adhere to the contractual agreement and there will be no issues.

Review: No help even for those who pay their bills on time. I recently called to request a deferred payment and was thoroughly questioned by 2 employees then advising me that my reason was not important enough for a deferred payment. Even after I told them I wouldn't be able to feed my family. I have paid my bill on time every month and feel I was treated very poorly. I would like a return call from someone higher than a customer service or call center manager.Desired Settlement: I need a payment deferred

Business

Response:

[redacted]

[redacted] 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.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]. I am very satisfied with the outcome and professionalism

Regards,

Review: I have had my car finance for the past 2 years. I have been late an have made up for it, however in attempts to make my payments I am often told I have all these fees that add up more than what my car note is. I have feels equally 900 at the moment when my note is only 523. I am being reported to the credit bureaus as being late for example on april 19 I got a credit report stating I owed 1355 in which 832 were late fees and 523 was the payment. I am never getting on time because they are including late fees and penalties as part of my note. I spoke to Ms Meryl there and was advised that late fees/penalties were not part of my note, but when I do the math I am never 2months behind as they seem to state. This is causing damaging and inaccurate report on my credit. I has many began to send 100 dollars extra to break even but the fees always seem to increase making me again seem like I m owing thousands of dollars when its one payment but the late fees/penalties are coming out as me owing. I have asked repeatedly to adjust this but nothing seems to happen and the penalties are more than the actual noteDesired Settlement: have them late fees not reflect in what is actually owed because it is causing me to play catch up everytime

Business

Response:

Mr. [redacted] has made 29 payments on the account. Out of the 29 payments, 23 of the payments

have been paid 15 or more days late which incurs late charges of 10% of the

part of the payment that is late according to his Maryland Retail Installment

Sales Contract. Mr. [redacted] has accrued

$1,154.70 in late charges and has paid $566.50 when payments were made over the

actual payment amount, leaving the late charges owed on account at a balance of

$588.20. (Example: Customer paid $550 on 04/05/16, payment is

$523.06, so the extra $26.94 paid went towards late charges. Example:

Customer paid extra $294.76 on 04/29/16, which $249.76 went to late

charges and $45.00 went to other fees.)

Late charges and other fees are due when assessed. C&F Finance Company has applied the

customer’s payments in a manner to keep the customer the most current. Late charges owed on the account are

reflected in the past due amount that reports to the credit bureaus. Mr. [redacted] is current on installment payments

and is due for 05/31/16 but still has $588.20 in late charges owed on the

account which is reflected in his past due amount. If Mr. [redacted] doesn’t want the fees due to

reflect in his past due amount on his credit report then the fees need to be

paid in full.If Mr. [redacted] would like more explanation of assessed fees

on his account then he can call Daniel M[redacted] Operations Manager, at [redacted] ext. [redacted].Sincerely,Daniel M[redacted]

Review: Most of the time I call I get a voicemail and have to leave a voicemail, they never return my call, they do call but never address that is a returned call to me and then they will call all of my references and tell them I need to call them because they cant in contact with me or I am not returning there phone calls and they send me emails stating the same thing. They took my car back in 2014 stating I never returned phone calls even though my account was behind I realize that but they put in the statement I was late and never reached out to them. Then they say they dont have ext but when you get behind they all of a sudden have an ext for you to ask for. Then I was told they are in the office till 6 or 8 but they say no we never stay past 5. so jsut one lie after another. then I ask about refinance or and they will not address that issue either like was told in begininng of contract that I can refinance and ger a lower interest rate. they say they dont do thatDesired Settlement: Not to be ignored and a return call in reference to my left voicemails

Business

Response:

C&F Finance does not offer refinancing options. If a customer wishes to refinance, they would need to do so with a bank or credit union. The customer has called our office and reached us 3 times over the past 50 days, showing the ability to make contact with C&F Finance. Due to the unaddressed delinquency of the account, C&F Finance Collections Department has been making daily calls to the maker. Based on the customers statement in this complaint, customer knows of the past due status and can contact our office to make agreeable arrangements to resolve the delinquency. Our collection center is staffed from 8:30AM – 8:00PM Monday – Thursday and 8:30AM – 5:15PM on Friday. Our toll free number is [redacted] In the event the customer continues to have difficulty she may call our Collection Manager, [redacted] directly at ext[redacted]

Review: On October 9th I made a payment to C&F Finance company online for the amount of $464.00. On October 21st someone was at my home at 5:00 a.m. here to repossess the car. Prior payment arrangements were made before than. Since I wasn't home the car wasn't picked up. I made a call to C&F and was told by [redacted] that they never received the payment. I wasn't aware of this. When I initially made the payment I never received a confirmation number. Which I've never received one when I made a payment online before. My account was put on hold I took a payment of $464.00 to the bank on 10/21. I kept in clear communication with [redacted]. My next paycheck was late and I made her aware. I paid on my account with what I had which was $200.00 on 10/28. I was told that the money would be used towards my car payment not the late fees at the moment. They wanted me to catch up with the late fees after the car payment was caught up. On 11/7 I paid another $200.00 towards my car payment. On 11/11/2014 my car was picked up for repossession. I have explained to C&F numerous of times about my husband job situation as well as mine. There are people out here who won't even bother to make a payment and yet I was just trying to catch up on mine to get the account in good standing. C& F practices unfair lending practices and I'm willing to take this on in court. You all prey on those that either have bad credit and/or rebuilding their credit and treat them any kind of way which those are the folks that's making your bank rich. You all harass customers when they are a day late. All around this is not a good company to deal with. Lesson learned.Desired Settlement: I would like a refund for the repairs that were made on 11/06 for the total amount of $603.00. I would like a refund of the $200.00 that was paid on 11/07. I understand that C&F doesn't take partial payments but if this was the case than why don't you return the money that I've paid towards my account in partial payments.

Business

Response:

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.

Review: I have a vehicle financed through C&F Finance Company with my EX wife still on the Vehicle Title that was awarded to me in our divorce along with the Vehicle. Since the divorce I have moved to [redacted] and found out by registering my vehicle that as long as my ex wife is on the title I can't drive my vehicle. I have talked to C&F Finance company about this matter and they told me that even with the Vehicle being awarded to me in my divorce they can't remove my ex wife from the title because it's company policy. I make my payments every month plus insurance and now I can't even drive the vehicle not to mention I can't refinance because I am upside down in negative equity. I am a Retired/Disabled Vet that has medical appointments at the ** Hospital and other ** clinics that I need.Desired Settlement: Change the Policy on Vehicle Titles so I can remove my ex wife from the Title and Drive my Vehicle to my ** appointments.

Business

Response:

It is the policy of C&F Finance Company to not remove customers from the Title. If you need to get titled in another state I would suggest having the joint title holder sign the title so you can proceed, pay the balance in full, or get the vehicle refinanced. C&F Finance is sorry for the inconvienence this has caused. If you have any further questions or comments, please feel free to contact me at [redacted].

Sincerely,

Consumer

Response:

I have reviewed the offer 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.

I have already talked to a manager at C&F Finance regarding this matter as well and I'm being told the same things. I can't refinance the vehicle because of my credit nor can I pay the loan out in full. My ex wife refuses to sign her name on anything dealing with the vehicle because it was awarded to me in our divorce. I am a Retired/Disabled Vet that couldn't get any help from unreliable C&F Finance Company. C&F Finance knows that I can't drive my vehicle in the state of Florida where I live because my ex wife is still on the title of the vehicle. I will no longer make any more payments to C&F Finance Company on a vehicle I can no longer drive. C&F Finance Company made it clear that they don't care to really help a loyal customer that makes his payments on time every month by making exceptions to their policy.

Regards,

Review: I [redacted] did not authorize a credit report to be pulled from your company. Please remove the inquiry from my credit report.Desired Settlement: Remove inquiry on credit report

Business

Response:

[redacted],C&F Finance Company received an electronic application for credit from [redacted], on 08/14/2015 in the name of [redacted] and [redacted] with address, [redacted] and [redacted] respectively. The application that [redacted] submitted to C&F Finance Company was used in connection with a credit transaction for the purpose of extension of credit. The application that C&F Finance Company received on 08/14/2015 from [redacted] was used for the permissible purpose to review the applicant’s credit in accordance with FCRA.If you did not apply for credit at [redacted] on 08/14/2015, please send a letter stating this to: ATTN: Compliance Dept., 1313 E. Main St. Suite 400, Richmond, VA 23219. A Fraud Packet will be sent to you to fill out in its entirety. Thanks.

Consumer

Response:

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.

I would like proof that I had given your company my signature to submit a credit app

Regards,

Review: They repoed my car I tried to get it back they said I needed to fax proof of residence, check stub and insurance. I turned all that in and then he said he needed the declaration page of the insurance. The insurance company and I faxed the paperwork over a couple times, and claimed they did not receive it. They finally received it today and yesterday when I called they asked me to fax over a copy of my social security card and they had to verify my employer. They claimed they had the wrong social in their system. Today they talked to [redacted] at [redacted], and she told them the paper they send it the one they are asking for. They are continuing to claim they don't have the proper paperwork. I feel like I am getting the run around. They should have already taken care of this situation by lst Friday. I have the money in my possession to pay them for my car, and I want my car as soon as possible. I think they just want my car to sit as long as possible because I have to pay them storage fees.Desired Settlement: I want them to pay for the extra storage fees since Friday. They could've been resolved buy last Friday. I have the money to pay them, they are giving me the run around.

Business

Response:

04/03/2014

[redacted]Re:Revdex.com# [redacted]
C&F Finance Company, Company Respondent
Product: Retail Installment Sales Contract
Issue: Servicing

Dear [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.

The Insurance Binder that was provided to C&F Finance Company is not the Declaration Page that was requested and required. Also, the insured on the Binder is not the name on the account, Red Flag of a Straw Purchase, and
C&F Finance Company must be identified as the loss payee.

C&F Finance Company does not collect storage fees. You will pay this fee to the repossession company when you physically go and pick up the vehicle. There is no benefit to C&F Finance Company for holding onto your car. Our best interest is in obtaining the proper paperwork and getting the collateral back to the customer as soon as possible.

If you have any further concerns please feel free to contact me.

Sincerely,

C&F Finance Company

Review: The contract at hand between C&F Finance, I was very unethical. The terms and conditions did not disclose any of the charges that are revealed on the total price of the vehicle in purchase. I am being charged a daily fee to have the car outside of the contract. The total price of the vehicle in contract does not go down each time I make a payment. Also I am not given a statement every time I'm making monthly payments. I have to request receipts to see if my payments are being processed and if my money is being put toward the vehicle at hand. The charges I am being charged with are unethical.Desired Settlement: That all the money I have put toward the contract at hand be used toward my total principal/interest and the daily fee be taken off and refunded to my account or to me directly.

Business

Response:

05/13/2014

Re: Case# [redacted]

C&F Finance Company, Company Respondent

Product: Retail Installment Sales Contract

Issue: Contract Dispute

Dear [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 5/12/14.

You state in your complaint that, ”The terms and conditions did not disclose any of the charges that are revealed on the total price of the vehicle in purchase. I am being charged a daily fee to have the car outside of the contract.” I reviewed your account and see that you have made 19 payments of which 12 incurred late charges. The late charges are disclosed on the contract you signed in the amount of $6.00 per late event. The late charge occurs 10 days after your payment has not been received on your installment due date. The “daily fee” you refer to is called a per diem. This is the amount of interest that accrues on your account each day as this loan is a Simple Interest Loan. If you have any questions regarding what a Simple Interest Loan is please contact our Customer Service Department at [redacted]. Someone will be glad to explain this to you. You can also reference the back of your Contract as it states, We will figure the Finance Charge on a daily basis at the APR on the unpaid part of the Amount Financed.” When you fail to pay on time, that daily per diem

increases the Amount Financed causing the overall total to be increased. This is why it is very important to pay your installment on time as you agreed to in the contract.

You also state, “The total price of the vehicle in contract does not go down each time I make a payment.” We apply payments to your account as stated in the contract. We apply a portion of your payment to principal and a portion to interest. Please review the back of your contract regarding how payments are applied. If you pay on time as agreed upon in the contract, then your principal will go down faster than if you pay late and accrue additional interest and late fees.

Regarding statements, here at C&F Finance Company, we are not required and therefore do not send monthly statements to customers. We are in the process of putting into place an automated phone system

that customers may utilize to obtain account information.

If you have any further questions or concerns please feel free to contact me at the information below.

Sincerely,

Review: My car was repossessed from my residence on 01/02/2014. I called C&F Finance 9:00a.m. on 01/03/2014 and spoke to a representive ([redacted]) and he informed me that I had a past due balance on my account and my car was repossessed. [redacted] then stated that I had to pay the loan balance in full in order to retrieve my vehicle from the towing company "Final Notice Recovery". I asked to speak to a [redacted] because I only have a past due balance for the payment that was due on December 30 2013 for $301.55.My payments are split into two sometimes three payments. August 24, 2013 is when I received a Notice of Default and Intent To Repossess for missed payments $151.55 for June 2013 and 301.55 July 2013. I called and asked to speak to the supervisor immediately because in April we had this issue before where they did not record one of my payments properly and stated I missed a payment. After some research they realized their records was wrong. This was the same situation for Jun. August 6, 2013 I made a payment of $150.00 to satisfy my payment for June 2013. I aid $856.49 on August 30, 2013 to cover July and August and the late fees which I also argued didn't add up because my contract only states that I am charged 10% when my payments are late past 15 days. I called to get a breakdown of the late fees and I never received a call back. C&F Finance has mishandled my payments since August. November 10, 2013 I received another notice for missing payments for 09/30/2013 and October 2013. Once again I called and did not receive a call back. October 2013 was the only payment that was behind. When I finally was able to reach [redacted] on 01/03/2014 I had my fiancee [redacted] to speak with her as well so I had proof of the conversation. [redacted] stated that the $856.49 I paid on August 30, 2013 paid my account through September 2013. I made $600 in payments after that and they aren't acknowledging them and I have record of ALL payments.Desired Settlement: I would like my car returned at no fee to me and a detailed list of late fees. I have requested this before and never received a list of fees and dates.

Business

Response:

[redacted] has also filed a complaint through the [redacted]. Below is the response to the [redacted] Review:

[redacted] has a MD Retail Installment Sales Contract dated 05/14/2010 with an opening balance of $12,543.74. On 08/30/2013, [redacted] made a payment of $856.49, which was 61 days late, and advanced the account from the 6/30/2013 due date to 9/30/2013. A partial payment of $100 was received on 11/11/2013 and $205 on 11/13/2013 which advanced the account to become due for the 10/30/2013 payment since the two partials totaled over the full payment needed, when the account was 44 days past due. C&F Finance received payments on 11/19/2013 & 11/26/2013 both in the amount of $100 and did not total to the full payment amount and therefore did not advance the account and the funds of the two payments went to late fees owed. On 12/04/2013, when the account was 35 days past due, a [redacted] for $100 was received and since the 2 prior $100 payments plus this one was not enough to satisfy one installment and C&F Finance has had no contact with [redacted] since the 11/07/2013 Notice of Default and Intent to Repossess was sent, C&F Finance decided to return the partial payment made on 12/04/2013 to the customer by certified mail and request that the customer contact us. C&F Finance has not received the check back from [redacted], however since the check has not been deposited, C&F Finance can apply the $100 as part of the total past due amount needed to redeem the vehicle. Late fees are calculated at 10% of the payment amount of 301.55, which equals $30.16, as stated in the contract. The account currently shows 68 days past due with a past due amount of $1,093.23 ($993.23 once check returned is voided and applied to account), which includes the remaining late fees of $158.58 and $30 in NSF Fees.

C&F Finance has appropriately provided notice to [redacted] regarding the delinquency of the account. C&F Finance will also not charge [redacted] the repo fees, as a courtesy, if she decides to redeem the vehicle. Upon further detailed review of the account, the payments were applied and accounted for properly. [redacted] is a copy of the Retail Installment Sales Contract, Payment Ledger, Notices of Default and Intent to Repossess dated 08/22/2013 & 11/7/2013, and Notice of Repossession dated 01/03/2014.

Review: C&F Finance Company has the worst customer service ever. Working with them has been a hassel since day one. First, it takes 4 months for them to finally get my direct deposit set up properly. I needed my due date to be on a later date, so this caused my payment to show up late in their system (4 times). Now I must admit I am actually behind this month due to job switch and need to have a payment arrangement set up. I called today to schedule one and the customer service rep was very rude and then the account manager was worde. He said in a very condescending way " well you need to figure something out" because I can't give you any more time on this new loan any pretty much ended the conversation that way! Now I find it very strange that the first rep said I could make the payment on Friday, now he's telling me a different story. This is ridicules. Someone needs to properly train these employees or maybe they just care about the money.Desired Settlement: I would like an extension until Friday and not have my car picked up.

Business

Response:

July 10 regarding her Our Collections [redacted] spoke to [redacted] on July 10.

[redacted] seemed satisfied with their discussion. If [redacted] has further questions or issues, she can contact [redacted] directly.

Sincerely,

Review: I have a loan with this company and the option to set up payment via auto draft is available to be set up online. After a self inflicted payment issue that occurred in Jan I decided to resume using the auto draft option to draft my payment for 2/28/16. This was submitted successfully per the final screen that indicated my 2/28/16 payment of $46x.xx would be drafted. On 3/23 I get an email stating my account is past due and attempts to contact me has failed. This email is the first time I'm aware of an issue with my account. It may be possible attempts were made via phone from this company however being military 90% of my calls will go unanswered BUT if a voicemail is left a return call would be made so if phone calls were attempted no VM was left . I call imediately and am told my payment due on 2/28 was not made and a late fee would be due in addition to a fee for remitting a payment to resolve the past due balance. I advise they should have drafted payment as the money is there and I refused to pay any additional fees since I've done my part. I was told because the auto pay was not set up "9 days" before the due date it didn't take. After advising that there was nothing stating this and the fact it accepted my 2/28 date for withdrawal how am I to assume it's not going to draft. I then asked why I was being billed an additional late fee for a previous month as I was previously advised there was a 14 day grace period. I was told because I purchased my car in GA my account is a GA account even though I live in TX and GA has a 10 day grace period...after much debate I was told a manager would contact me. The following day my reference called me staying they called her looking for me. Livid I called them imediately and was transferred to a [redacted] voicemail. After leaving a 2 messages I called back to back multiple times and was placed on hold or was unable to speak to ANYONE. Here it is March 31st and I'm still waiting on this callback to resolve this issue.Desired Settlement: -An actual call back from a Manager as promised 2 weeks ago. (I do not want to speak with anyone that is not a Sup/Mang)

-Adjustment on the multiple late fees charged.

-Correction of Feb 28 payment reflected as late (unsure if this has been reported to the credit bureaus)

-Assurance that any monies owed has been successfully drafted as they should have been when the auto-draft was set up and accepted.

Business

Response:

C&F Finance Company's Collection Manager made contact with customer and resolved any issues. Customer is satisfied with the outcome.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Sleaze.

Better off with a Mafia loan.

Review: we had spoking to a person from c&f on 3/5/2015 about our car to see if we could work somethimg out with them on making payments my wife had told the person she talked to that I had had problems with my neck and back thats why we had gotten behide on payments they told my wife that thats not their problem its nothing that they can do they would need the money or the car by 12:00 noon the next day. I recivied a call on my cell the next day at 10:00 am the person on the phone asked me why did iget so for behide on the payments I told him that I had been having back and neck proablem and could not work some and if I could have to theend of the month I would have all thats behide and April payment to catch it up he told me that the only thing that they could do was that I had to have $1100.00 there by 3:00 and the rest by March 27 he give me his info to call him back to make the payment.I hung up to call my wife she told me that they had come and pickedthe car up.I call the person back to let him know that the car had been picked up he had me to hold on he came by to the phone and said that its nothing he could do sends the car had been picked up and he did know that itwas going to be picked up.He went on to tell me that now the only way that I could get the car back was to pay $2229.00 plus towing and stoage fees.I told them that I under stand that I got behide im willing to pay as I promistDesired Settlement: to settle for the desired amount the $1100 and the rest at the end of the month like he told me.

Business

Response:

C&F Finance Management as reviewed the account and is willing to work with [redacted] to bring his account current. Phone calls and messages have been made to [redacted] by the Collections Manager on 03/09/15 @ 9:28am home number, 03/10/15 @ 9:25am home number, 03/10/15 @ 9:29am cell number, 03/10/15 @3:17pm home number, and 03/12/15 @ 7:50pm home number. There has been no return call from [redacted]. We are unable to work with Mr. Flanigan to assist in redeeming his vehicle without a returned call.

Review: HAVE TRIED MANY TIMES TO GET A PHONE NUMBER FOR [redacted] LOANS BECAUSE THEY HAVE NOT RELEASE LIEN ON VEHICLE PAID FOR MORE THAN 6 YEARS AGO. SENT LETTER STATING LOAN WAS PAID OFF BUT DID NOT RELEASE LIEN OR SEND TITLE TO VEHICLE.Desired Settlement: RELEASE LIEN AND SEND TITLE FOR VEHICLE ([redacted])

Business

Response:

[redacted],
We have tried contacting the number you provided in the complaint but no one answered and the mailbox was full so we were unable to leave a message. Please call [redacted], at [redacted] ext) [redacted] at your earliest convenience. Our system shows that the original title was sent on 7/21/2008. [redacted] is able to electronically release the lien but needs to speak with you first to ensure our information is accurate.
Sincerely,

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

THERE RESPONSE WAS NOT SATISFACTORY TO ME BECAUSE WHEN I WENT TO [redacted] TO GET A COPY OF THE TITLE, I COULD NOT RECEIVE IT BECAUSE OF THE LIEN THE COMPANY HAS ON IT. I LOST THE SALE OF THE CAR BECAUSE OF IT. THERE RESPONSE WAS THEY SENT A TITLE IN 2008, BUT WHAT GOOD IS IT WITH A LIEN ON IT.

Review: I spoke with C & F Finance and spoke with [redacted] on July 5 2013. I set up two payment for processing One on July 19 2013 and one July 26 2013. When I check my bank account on July 9th. I see two payment for C & F Finance have been deducted from my bank account. Leaving my checking account in the negative and caused me over draft fees and one of the payments has been returned for non payment. I called C & f and they explained to me that I needed to send in a bank statement showing this. I did and also sent it in the following day. I was talking to a [redacted] and she then turned it over to a [redacted]. They told me he has to approve this reversal of charges. I have called and called and called. Now I get no help. Meanwhile my checking account is still overdrawn and they don't care. If their account was overdrawn they would want to get this straightened out. This has been going on since Monday July 9th. The supervisor will not return my call. I called last night and [redacted] answered the phone and ask me to hold on and then automatically put me in [redacted] voicemail. Which he never called back again. Some of the other Customer Service Reps have been very rude. [redacted] and [redacted] have not but some act like you are trash. I need to get this resolved. I have just called again and it goes straight to [redacted] and [redacted] voicemail. I told them that I have other charges that are going to come through on my checking account and I will be charged overdraft fees If this does not get fixed. I am trying to resolve this in a speedy manner but with no help.Desired Settlement: I would like them to reverse the charges that have incurred on my account. I would like someone to return my call. If it was their account screwed up they would get it fixed I bet. They need to learn how to talk to people. Not ignore the phone calls. I would like them to listen to the original phone calls where I scheduled the payment. I know they tape the phone calls. This will prove when I schedule the payments.

Business

Response:

Our Collections Supervisor, [redacted] spoke to [redacted] on 7/12. He explained to her that their was a posting error and that he was correcting it. She seemed satisfied with their discussion.

If [redacted] has further concerns, please have her contact [redacted] directly at [redacted].

Sincerely,

Review: I have called the collection s department and tried to make payment arrangements and they said that they gave me one extention back in March when my daughter was in a car accident and I had to pay out the money for the repair of my car and could not also pay my car payment. I have informed them that my husband and I have recently separated due to financial stress and asked if they could please work with me on a payment araingment that I could possible make happen without filing for bankruptcy or turning my keys in. They refuse to help me. I asked to speak with a manager which they refused to do saying there was nothing the manager can help . I just want to make my car payment ts but I need some type of help with payments scheduleDesired Settlement: Would like to have to have one month payment just added to the end of my loan

Business

Response:

The Compliance Manager has reviewed the complaint and performed an investigation. On 10/20/2015, customer called C&F Finance to make payment arrangements for 11/07/2015. The collector customer spoke with said that we were unable to accept a payment until next month. Customer was given an extension in May of 2015 to assist customer in catching the account up. Customer is currently 33 days past due and last paid 44 days ago. Customer has only made 11 payments on a 75 month loan. C&F Finance Company Policy states that we will only grant a deferment once the customer has made 12 payments and only one per year with a maximum of 5 per loan term. C&F Finance has already made an exception and allowed for a deferment when customer has made less than 12 payments. The Compliance Manager will forward this complaint and account to [redacted], Collections Supervisor, to contact customer to see if anything else can be done.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: DUE TO THE INFLATION IN THIS WORLD I TRY TO MAKE PAYMENTS THAT I CAN AFFORD. I BEEN TRYING TO GET THIS CONTRAST REFINANCE THRU ANOTHER COMPANY AND I EVEN TRIED TO TRADE THIS THING OFF. BUT IF I AM 1 DAY LATE WITH THE PAYMENT THESE PEOPLE ARE CALLING MY OLD PHONE NUMBERS LEAVING PEOPLE HORRIBLE MESSAGES. I TRIED TO TELL WAY BACK LAS T YEAR THAT I WAS HAVING TO CUT BACK ON THOSE THING S LIKE MY CELL PHONE ETC. I GAVE ONE NUMBER TO LEAVE MESSAGES ON BUT THE FRIEND IS SAYING THAT THE MESSAGES LEFT IS SO HORRIBLE THAT THEY DELETES THEM.Desired Settlement: I TRIED TO TELL WAY BACK LAS T YEAR THAT I WAS HAVING TO CUT BACK ON THOSE THING S LIKE MY CELL PHONE ETC. I GAVE ONE NUMBER TO LEAVE MESSAGES ON BUT THE FRIEND IS SAYING THAT THE MESSAGES LEFT IS SO HORRIBLE THAT THEY DELETES THEM.

Business

Response:

[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.

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,

Review: I recently lost my grandfather. He had no insurance and his funeral is coming up. I made every effort to come up with the funds for both his funeral and my car note and C&F offered no help because "My loan is too new." Does that mean I can't go through a financial hardship for a year before I request assistance? Where is the empathy because I'm sure if it were one of the employees going through the situation, they would want some type of help. It's bad enough my payment is entirely too high. I've called for that as well and no one will help me. It's just dead silence on the phone. I was also advised that they do not do refinances. Which is clearly a lie. If I would have known this is who I was dealing with, I would have never signed the agreement for this car. I do not want my car to get repossessed. I need helpDesired Settlement: I cannot afford this payment right now. & if there are options to lower my payment, I would like to know what they are so that I can get some assistance. I am a full time college student living on her own. Not complaining but every now and then I may run into a situation where I need help & you're telling me my own car loan company isn't willing to do so?? I NEED this payment to be put off and I NEED to know if there are any options to lower my payment and if so, PLEASE HELP ME!

Business

Response:

Our Collections Supervisor, Mr. [redacted], spoke to Ms. [redacted] on 7/17 regarding her concerns. He discussed the options that she had on her account. She informed us that she was refinancing with another institution to lower her payment.

She was satisfied with her discussion with Mr. [redacted].

Sincerely,

EVP/COO - C&F Finance Company

Review: When I called C & F they had the worst customer service I have ever recieved. I inquired about making a late payment, and that I just add $6.00 to the late fee. I asked this because the payment stubs THEY sent me says "if late, add $6.00". The agent was very hateful and rude and stated that I HAD to pay online or over the phone (which they charge $20.00). So, if they do not accept late payments, they should take the "if late add $6.00" off the payment stubs.Desired Settlement: Business should clarify the late payment fees. If you do not accept a late payment in the mail then take the late fee off of the payment stubs!

Business

Response:

Our Collections Supervisor, [redacted], spoke to Mr. [redacted] on 5/29 regarding his complaint. He explained that payments are expected to be made on this loan on or before the due date and explained to him that late charges in North Carolina are the lesser of 5% of the payment or $6 after the loan is 10 days past due. In Mr. [redacted]'s case, his late fee is $6 after the 10 days.

Mr. [redacted] explained the various payment options available to Mr. [redacted]. They discussed Mr. [redacted] enrolling in the automatic payment plan which would ensure that he would never have a late payment . Mr. [redacted] said he would consider signing up for this plan in June since his pay date have changed.

Mr. [redacted] was satisfied with their discussion.

Sincerely,

Executive VP and COO

C&F Finance Co.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].