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

Review: Good evening, my name is [redacted] and I am filing a complaint against the company that financed my vehicle which is CF Finance. My was impounded due to tags that had expired on the car and also work that needed to be done on it. I was consistent with paying the note on the car from 2/4 - 5/7/2014. All payments were made even though I was not driving the vehicle. In an attempt to save money I dropped the insurance on the vehicle with every intention of re-establishing it once the vehicle was returned. I then contacted CF FINANCE and spoke to a gentlemen named [redacted] who told me that the company would pay half of the storage cost while the vehicle for some odd reason was in a repossesion lot, which I still cannot figure out. He instructed me to put insurance back on the car and to pay the lot 300.00. I did everything he asked me to do. In June, I arrived at the lot to retrieve my car and [redacted] told the people there not to give me back my vehicle. I then spoke with him on the phone. [redacted] tells me that I had to pay June's car payment before receiving my car. This really put a huge burden on me because I didn't have but had previously sent what I could afford to send for June. I told him him this through voice mail and e-mail. However, I walked to [redacted] and made the payment. I then walked back to the lot after making the payment with every intention on getting back my car and upon my arrival, he STILL refused to give back my vehicle and did not respond to any of my calls THAT DAY OR THE NEXT DAY. On Monday, I contacted the company and spoke with two representatives that both told me that they received a payment and that my car was free and clear and that my account was in good standing. [redacted] then calls me and tells me that my car has been sent to auction in Lancaster, Pa. This was my only form of transportation. I take care of my 90 year old grandma up here in MD. and am a proud father of two very beautiful daughters that I love deeply and did not deserve this. When asked why, [redacted] response was ,'I made that decision because you didn't call me back to state that you made the payment.' That in my opinion is crazy, cruel and wrong. I have made payments on the vehicle even when I wasn't driving and did not deserve that at all. All he had to do was check my account. THAT'S IT.... He has hurt me and my family and just doesn't care. What he did was cold-hearted...Desired Settlement: My desired outcome is to receive my June payment of 350.00 returned back to me and for this gentleman ,[redacted], terminated immediately. His actions were unprofessional and outright wrong. He has hurt everyone that has relied on me for transportation purposes in my family and his excuse is, 'You didn't call me back.'

Business

Response:

[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].

C & F Finance has the WORST customer service ever! Oh, let me be sure to clarify as [redacted]) stated, they are not customer service, they are Billing, when I asked her to just give me good customer service in the phone conversation. They called and told me that I was late on my payment and that they had sent a "curement" letter? I told them that I had not received any letter. [redacted]) told me it did not matter if I had received the letter or not, if I didn't pay by the specific date in the letter, they would repossess my car. The problem is that the last rep I spoke with a rep she told me that aside from about $200 in late fees, I was up to date on my payments. Now as I'm having these conversations with the exceptionally rude individuals, I had already made the payment that they requested online. I'm explaining that I'm just trying to understand what happened so that this doesn't happen again. [redacted]) told me that I had been combative with 3 people already and that she didn't have time to sit on the phone with me for 20 minutes. HOW do these people get away with keeping a job and talking to customers this way. [redacted] also told me that if I would stop talking and listen (as she was interupting me while I was speaking), then she would try to help me. When I asked for her supervisor's information and title, she refused to give it to me until I continued to push. Then she told me that her [redacted] would be out until Monday. Oh, did I forget that [redacted] told me that she doesn't a supervisor to which I responded, "So you are the head of C&F?" Just because you may deal with SOME combative customers doesn't mean that the ones who are trying to do the right thing should be talked to in a combative way. Seems to be trigger for them...combative. When I asked for the complaints department info from [redacted], she directed me to the website which I as looking at when she said it and she told me to send an email. Under complaints, it says emails are not secure and doesn't provide a method to file a complaint.

Review: I was previously with a Finance Company by the name of [redacted] which was taken over by C&F Finance. There was no problem with making payments to this company as I could go online or call to make a payment.

With C&F Finance, I was told I would be charged $17.00 each time I made a payment online or over the telephone. This is terrible! Just a way to squeeze more money out of an individual. I did not ask to be with this company, I only received notice via the US Postal Service. They are telling me that I have to go to the bank and wire money (another fee) or pay via Western Union (yet, another fee).

What type of company charges someone to pay on top of a payment?? Just another way in which to SCAM the public. No wonder they were able to take over the other company.

In the meantime, I will search for other financing as this company charges way too much! All I did was call to make a payment!! Oh, and I was NOT able to do so either as the payment was early???Desired Settlement: One should NOT have to PAY in order to PAY!!

Business

Response:

The Compliance Manager received the complaint, performed an investigation, and found the following:- [redacted] was not "taken over" by C&F Finance Company. The principal of [redacted] sold the company. C&F Finance Company won the bid to purchase the portfolio.- The $17.00 fee is a express payment option. Funds will be applied to the account that day. Payment options have been sent to all former [redacted] customers. The free options are to mail a check, pay in a C&F branch, or have Automatic Deduction of payments. Other payment options that C&F Finance does not charge an express payment option are WesternUnion and MoneyGram. WesternUnion and MoneyGram do charge a fee to use their service. The express payment option fee that C&F Finance charges is allowable by state law.Any further questions regarding the complaint, please contact the Compliance Manager at C&F Finance Company [redacted].

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.] To charge a fee of $17.00 even if I pay ahead of time is absolute highway robbery. I have also complained to other agencies and was told this could be a legal issue. Blasphemy and just another way in which to 'screw' the general public! NO other company charges astronomical fees like this to pay either on the telephone or on the internet!!

Regards,

Gwendolyn Armellino

Review: SPOKE WITH COMPANY ABOUT MY ACCOUNT BEING HACKED THEREFORE THE BANK CLOSED THE ACCOUNT. INFORMED OF PAYMENT BEING LATE THAT MONTH (SEPT/OCT) AND WOULD PAY THROUGH MONEY GRAM. LAST SEVERAL MONTHS I HAVE BEEN PAYING THROUGH [redacted] RECIEVED A CALL ABOUT RETURNED CHECK FEES FROM THE LAST SEVERAL MONTHS AS THEY HAVE BEEN TRYING TO PULL MONEY FROM THE ACCOUNT I INFORMED THEM WAS CLOSED. TOLD ME THEY WHERE NOT GOING TO ARGUE AND IT WAS MY RESPONSIBILITY TO GO ONLINE TO CANCEL THE REACURRING IN WHICH I WAS NOT INFORMED OF. FOUR MONTHS LATER THEY BILLING ME FOR THESE RETURNED CHECK FEES AND THEY HAVE STOPPED THE PAYMENTS FROM TRYING TO COME OUT THE ACCOUNT. AND THAT THE PAYMENT MADE FOR THIS MONTH WILL GO TO THOSE FEES.Desired Settlement: I FEEL I SHOULDN'T HAVE TO PAY THESE FEES WHEN I CONTACTED THE COMPANY INFORMING THEM OF THE ACCOUNT BEING CLOSED. WASN'T TOLD TO GO ONLINE AND CANCEL MY ACCOUNT. I WOULD LIKE MY ACCOUNT TO BE CREDITED THE AMOUNT THEY TOOK OUT MY PAYMENT FOR THIS MONTH TO COVER THE FEES THEY SAID I OCCURED

Business

Response:

C&F Finance Company's management has investigated and reviewed the complaint. [redacted] Dowe, Collections Manager, has made several attempts to contact Ms. [redacted] to discuss the complaint and her account. Ms. [redacted] has not answered any calls from C&F Finance Company and the voicemail associated with the phone number we have on file is full and no longer accepting any new messages. C&F Finance Company has removed the NSF Fees on Ms. [redacted]'s account and would like to discuss what occurred. Please contact [redacted] if you have any further questions or comments at [redacted]

Review: I purchased a vehicle in 2014 with C & F Finance being the original finance company. The term of my Financing was a 72 month Term. I paid off early with no penalties. However, since November of 2015 I've been trying to seek reimbursement of gap insurance owed to me which company acknowledges. I've been calling since November to try and get this matter resolved which seems like 2x a week. I have not received any details or update on the matter. I tried calling today and was place on hold for over an hour and a half by a representative [redacted], but could still hear her and other have conversations in the background, Kept saying hello, I chose to hang up and call back on to be notified by [redacted] that I need to talk with [redacted] or [redacted]. I've been leaving several message with them throughout the months and have gotten no where.Desired Settlement: I want this matter to be resolved as quickly as possible and I have been attempting to resolve for over 3 months now with no luck. I would just like my reimbursement that is owed to me to be mailed out to the address on the complaint.

Business

Response:

C&F Finance Company management has investigated the complaint and found that the delay is coming from the dealership. The Recovery Manager, [redacted], was able to get exact information regarding the funds from the dealership and contacted complainant to discuss and ensure she was satisfied with the outcome.

Review: I am 1 month late on my payment and they said they will not take it unless its 2 payments! They wouldn't even take a payment and another one at the end of the month which then I would have been current on my payments. They are saying they are repo it!!Desired Settlement: For them to take my payment!!

Business

Response:

[redacted], after an extensive review of your account, your complaint is derived from a Cure Notice that you received. The Cure Notice states that you are 2 payments past due and if you do not cure your account, we will take further collections actions up to and including repossession. There are numerous attempts to contact you and [redacted] to no avail. If you would please call the office we would be more than happy to discuss your account and the options that we may offer you. Without contacting us we can not assist you and future Cure Notices or Repossession Notices may be sent. Please feel free to contact our Collections Department, Customer Service Department, or the [redacted] at anytime to discuss. As of today you are 17 days past due and could be under review for further collection action by management. Sincerely, [redacted].

Review: On May 30th, 2015 I made a payment to C&F Finance inthe amount of $318.00 for a car payment. My monthly payments are $417.27. My monthly payments are on the 12th of each month. and I talked to customer service (collection )and acknowledged I would pay on the 29th of May. On Tuesday June 2nd,2015 I received a call from a Mr. [redacted] of C &F Finance from collections. He said I needed to make a payment of $100.00 plus late fees which would total $220.00. I told Mr. [redacted] that I did not have it and I just paid $318.00 on Saturday, May 30th, 2015. He said I needed to borrow the money by June 12th. On June 3rd, 2015 called me at 6:53p.m.I was on the phone and I did no picck up. On June 4th, 2015, Mr. [redacted] called me twice. I called back but his aswering machine was on. Mr. [redacted] called me back at 4:12p.m..I asked him why is he continuing to call me and that he was harassing me. Mr. [redacted] replied that he called to see if I was going to make a payment on June5,2015. I was very upset because this was not what we talked about on June 3rd,2015. Again I said that I just made a payment of $318.00 on May 30th, 2015. If I had 100.00 it would have been paid on the 30th and I did not agree or talk to him about making a payment on June 5th and that he was lying. Mr. [redacted] said 'that's what I have on my computer'. (Of course you can write anything or change anything on Your computer )!! I continued to argue with Mr.[redacted] stating that I have paid $15,000.00 on my account for my car and I only owe 5 more payments.Why would I not pay what I owe?My last payment is October 12th, 2015. I feel that Mr. [redacted] is harassing me and not trying to work with me to rectify the situation ,especially since I only have 5 more payments.

Business

Response:

A Collection Manager has contacted complainant and both parties have come to a mutual agreement.

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,

Review: Our automobile was totaled lost in 11/2014. We had an obligation of 11,624.47 left on acct. Our insurance co. paid 7426.26 on 1/24/15 & GAP insurance paid 4073.70 on 2/10/15 leaving a bal. of 124.51. We received a letter on 2/11/15 stating our final bal. due was 802.12. We made arrangements to pay the 802.12 and as of 4/2/15, we paid C&F $450.00 of this amount. On 4/21/15, we received a letter stating that our obligation amt. was 11,624.47, insurance proceeds paid 11,499.96 leaving a balance of 124.51. This balance contradicted what they said westill owed so we called C&F for clarity. We were left on hold with no one coming back to the phone. We were mysteriously disconnected 7 times after confronting them with common sense questions they could not answer. I finally had someone fax me a detailed leader of our account. With my permission, our financial adviser also called questioning the ledger and she was also disconnected. This ledger revealed that after the GAP insurance was paid on 2/10/15, our balance was 124.51. We made a 150.00 payment on 3/2/15 (part of the 802.12 we agreed to pay) which actually left a CREDIT of -25.49. That same day, C&F added 132.00 in interest and 18.00 in late fees for the months on NOV-JAN bringing the amount due back to 124.51. The ledger then shows that each payment received after the fact, C&F would add the amount back as interest. On 3/11/15 we made a payment of 100.00 & 100.00 was added back as interest, the NEXT day on 3/12/15 we made a payment of 50.00 and 50.00 was added back as interest. On 3/19/15, a week later, we made a payment of 50.00 and 50.00 was added back as interest. On 4/2/15 we made a payment of 100.00 and 100.00 was added back still leaving a balance of 124.51 due. Looking over the ledger, the amt of interest & principle applied did not look proper. Also, our GAP insurance was obtained through C&F and we never received a copy of the policy and pay amount other than the letter received on 2/11/15.Desired Settlement: Looking over the ledger, it looks like we are due a refund of at least 325.49. We would like to receive this along with any other monies that we may be due. We would like to have a copy of the GAP insurance policy to see what was actually paid out. We would also like to show that our account is paid in full and there are no more monies due on this account.

Business

Response:

C&F Finance Management has reviewed all notes and materials relating to this complaint and have found the following:On 02/11/2015, an Audit Letter was mailed stating the balance remaining after proceeds from the Insurance Company and the GAP Company had been applied. The amount was $802.12 with a interest per diem of $.07. On 02/20/2015, Mr. [redacted] spoke with a collection representative and an agreeable plan was made to pay the remaining balance. 5 agreed upon payments were received as follows: 03/02/2015 $150, 03/11/2015 $100, 03/12/2015 $50, 03/19/2015 $50, 04/02/2015 $100On 04/01/2015, customer spoke to a representative and stated that a billpay check was sent out for $100 on 03/30/2015 and that another payment will be made on 04/13/2015. On 04/13/2015, 04/14/2015, 04/15/2015, 04/16/2015, and 04/18/2015 a collections representative phoned the home number and left a message in regards to the next payment. A call was never returned. A e-mail was sent on 04/16/2015 to tim[redacted]@gmail.com to call C&F Finance.After numberous attempts to contact customer and due to the broken agreement to pay the remaing balance, Sr. Management followed procedures to Charge-off the account. A Deficiency Letter was sent stating the obligation that is curently due of $124.51. This amount does not include the interest that remains on the account, which was included in the $802.12. A Collections Manager has made several attempts on to speak with customers to settle this matter but has not received a returned call. At this time, C&F Finance will continue with normal business practices to resolve the remaining obligations on the account.

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.

We did not at that time neglect our arranged agreement. We simply wanted someone to explain the contradiction in what they originally said we owed from their 2/11/15 letter verse what was recorded on their account ledger. After several attempts to reach CF, we were constantly hung up on or redirected to someone else who could not answer our questions. According to their records, it looks as if we satisfied this account on 3/2/15 with a $25.49 credit balance. CF said we stilled owed $356.72 of the $802.12 balance which they said was accrued interest. We asked several times if they could forward us a statement showing this $802.12 accrued balance. We also requested a copy of our GAP insurance policy. A representative by the name of [redacted] said she would fax both. She faxed over the policy, but never the statement. We have no issue paying what we owe, we just wanted someone to make sense of what looks like to us, we over paid. [redacted] is a copy of the letters and account ledger from CF for your review.

Regards,

Timothy & Angela [redacted]

Business

Response:

As stated in our previous response, a collections manager has made several attempts to contact you. Please call [redacted] at [redacted] ext. [redacted] directly for the information that you have requested.

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.

We have yet to receive a statment listing the accrued interest in question. This information can be faxed or mailed.

Regards,

Review: My payment is due on the 1st of the month and if it's not there on the first the next day they are calling and will call all day long, but the month of August 2014 I have had a hard month and my payment was late it is now sept 2 and my next bill come due. I told them I could make a payment on sept 17 but the lady just kept asking if I could borrow the payment I told her I couldn't she just kept on and kept on but see the problem goes back to August I told them I couldn't make the payment and asked for a deferment which I have never had to have since taking my loan out with them and they said it had to be paid than they could sept. Which hadn't even came due yet well now both payments are late and I can't make a payment til sept 17 I live on a fixed income and told them this they are unwilling to help. So this last time they called I got a little rude and that's not me but a person can only take so much. I had set up a payment but there was issues and the bank stopped payment. August has been a rough month and I just want to get it settled but they are not willingDesired Settlement: I just want them to help me get caught up I told them that I can make a payment on sept 17 and hope to be able to catch sept and October a payment when I get paid in October. They aren't willing.

Business

Response:

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.

Review: On May 8th [redacted] repossessed my [redacted] because I was 2.5 months behind. I was waiting for my tax refund to come in to catch up payments. Prior to this lapse in payments, I was NEVER ONCE late with any payment. I completely complied with the guy who was repossessing my vehicle. To the point that he had the keys and I was able to get all of my belongings out of my truck, including my 9mm hand gun to which I have a c oncealed weapon permit to carry. Somewhere along the way the[redacted] of [redacted]- made a false accusation to the police stating that I had shot at the repo guy. The police came and saw that there was no real threat, that the repo guy was actually in our home making copies of the paperwork needed to get our vehicle back. No report was filed, nothing was out of sorts. The repo guy said that he would make sure that everyone knew that we were cooperative and he personally would do everything he can to make sure we got our truck back. My tax refund came in Monday and when I called to make the past due payments plus the repo fee, I was told by this finance company that I would not be able to get my truck back because I pulled a gun on the repo guy and they would not release the truck to me. There was not a police report filed, simply because nothing happened. I have copies of the documents that the repo guy actually came into my home and allowed me to copy so that I knew what was going on and had all the proper information regarding the repossession. If at any time the repo guy felt as if I was a threat, I seriously doubt that he would be in my home allowing me to make copies of the repossession paperwork. The repossession guy actually had his female neighbor, the mother of the guy he had working with him, drive the truck away because we cooperated completely and he had the keys. It was at one time hooked up to the tow truck, but since we cooperated they were able to unhook it and drive it off, not risking any damage to the vehicle. Now C&F Funding is refusing to give me back my vehicle even after I have all the money and had the money within four days of the repossession stating that I shot at the guy that repossess the truck.Desired Settlement: I would like to pay my past due payments and the repossession fees and retain ownership of my truck and I will continue to make the monthly payments as originally agreed upon. I cooperated with the repossession people because I knew I was in the wrong and I was late on my payments. But I expect to be able to get my vehicle back when I pay all the payments and fees that caused the repossession.

Business

Response:

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.

Review: C and F Finance stated on January 17, 2014 I had not made a December 2013 payment. Threatening repo. Although they are sending me a statement I was told to make a $350.00 payment for December 2013. I made that payment on January 18, 2014 by [redacted]. Then on January 31, 2014 I made my "January" payment for $390.00. They now say I am still a month behind and that the $350.00 payment went to pay "late charges" only and that it was not a full payment. The $350 is what I was told to pay on a phone call on January 17th. I was told it was a past due payment. I was not told that this money would be re-directed for "late fees" and not counted as a paymentDesired Settlement: The $350.00 payment made on January 18, 2014 is a bill payment. I was told the amount of $350.00 and that it was for a past due payment. This money needs to be properly applied to my bill payment, not to late fees.

Business

Response:

[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

Review: I understand there isn't technically a "grace period" on our loan, but the collection practices being performed are borderline harassment. Within a few days of the first of the month, not only is my wife getting called multiple times per day while she is at work, but we are emailed repeatedly, the references we used to get the loan are called, and when we do have time to talk to people they usually run an interrogation about why we aren't paying the first of the month. The simple answer is, we are a paycheck to paycheck family. Our bills are carefully planned out each month in order to keep them as current as possible, and I do not believe we have EVER paid past the end of the month that the bill is due. It is now December 10th, and our references are already being called looking for us. We try our best to get as close to the beginning of the month as possible, but since we are paycheck to paycheck, bills have to be paid in a certain order. Like I said, I understand there is technically not a "grace" period, but the threats of legal action and the constant calling of everyone they have a phone number to are getting out of hand. They can see our payment history, they know we pay consistently once per month. At least wait until the middle of the month to call references and send threatening letters/emails.Desired Settlement: I do not want anything out of this other than for the company to honor my wish and reduce the calls to me and my wife ONLY. My references do not want to hear from a company that they don't owe simply because we are less than two weeks past due. We work most of the hours that the billing office is open. We have kids we have to take care of, we do not always have time to answer calls immediately. Again, my one and only request is to delay the calls, emails, and reference calls until later in the month. Then ONLY call me or my wife. Rest assured you will be paid each month, once per month. It may not be on the first, but it will be as soon as we possibly can. Living paycheck to paycheck puts us at a severe disadvantage since every single bill we owe is due at the beginning of the month.

Business

Response:

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]?

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.

Obviously the entire complaint was not read and a defensive and rude response was given. This matter is not resolved and will not be resolved until an actual response to my requests is made. If you read the actual complaint, a billing date change will not help the situation. You have a business to run, I understand that, but we have proven that while we pay later than you would like, it is paid once per month, every single month. We are not the ones that you have to worry about not paying.[redacted]

Review: On Friday, January 08, 2016, around 1:24 PM, I called C & F Finance to make a payment arrangement for my car payment. The arrangement date I requested was Friday, January 22, 2016. The representative proceeded to explain an extension could not be made due to a previous extension in October/2015, of which she stated a payment was pushed to the end of my loan. I told her I was unaware of that transaction, however I did remember calling to make a payment arrangement for a later date in the month of October. She retrieved the account information of the request in October and stated the reason why I needed the arrangement. I told her I never ever asked to have a payment pushed to the end of my loan and I want to speak to a Supervisor or Manager concerning that transaction. The representative placed me on hold for about ten minutes and upon returning she stated she did not find her Supervisor and she asked me for my contact information so her Supervisor may call me back. Needless to say, the Supervisor never called! This was a 23 minute and 20 second phone call that was a pure waste of time! I patiently waited until 4:27 PM on January 08, 2016 to call back, requesting a Supervisor or a Manager. I was then transferred to another department, of which a Supervisor was suppose to answer, but unfortunately, didn't! It was another representative. The Representative placed me on hold about three minutes and proceeded to tell me I needed to hang up and a Supervisor would immediately call me back. I hung up and needless to say, it never happened!!!! This is the epitome of POOR customer service! In this complaint, I am requesting the payment that was placed to the end of my loan be removed, and a formal apology for all the unnecessary hassle they put me through. I would love to speak with the CEO/President of C &F Finance making him/her aware of necessary training needed throughout their company in customer service. My contact number is [redacted]! Thanks Revdex.com!!Desired Settlement: An apology and the payment that was place to the back of my loan, be REMOVED!

Business

Response:

C&F Finance Company Collections Manager has investigated the complaint and pulled all recorded calls in relation. The recordings show that the customer was aware of the extension and agreed to the extension during a follow-up phone call in which a Collector stated that she thought the documentation of a hardship was not needed for such a good paying account and waived the requirement and told customer that the extension was approved. Please contact [redacted] if the customer would like to speak to the manager involved with the investigation or if customer has any further questions.

Review: Financed an [redacted] in February 2013 Account #[redacted]. If we are late on a payment, starting after the first day, we are called numerous times. We just paid our March payment on 4-8-14. The April payment is due on 4-9-14 (today) and we have already been called over 5 times by 12:00 pm. I lost my job in January and our finances are very stressed as my husband is the only one working with myself and 2 children to support. We have explained to the representatives several times that when we are late with a payment, we are doing everything we can to get them a payment as soon as possible. They still call several times a day, all day and on Saturdays and Sundays early in the morning. They call our home phone, my cell phone, my husbands cell phone, my husbands place of employment, my parents home, and my husbands parents home. Many times we answer and there is no one on the other end. WE ARE BEING HARASSED!Desired Settlement: Please stop the harassing phone calls, especially after we have explained that we are working on getting a payment out as soon as we can.

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.

C&F Finance Company records all phone calls incoming and being dialed out. I have gone through the phone records and I do not see any phone calls made to any of the numbers on your account for 04/09/14.
If you have any evidence or recordings that say otherwise, please forward that information to me so I can investigate further. Here are the actions that have occurred on your account since 04/01/2014:
-04/01/2014 Phoned Work at 9:27a.m. - No answer
-04/04/2014 Phoned Work at 10:57a.m. - Left message with operator, said customer is working and she will pass message
-04/04/2014 E-mail Sent at 10:58a.m. to [redacted]
-04/05/2014 Phone Home at 8:37a.m. - female answered, said,"really" then hung up
-04/05/2014 Telephoned Cell at 8:39a.m. -no answer to [redacted]
-04/05/2014 Telephone Cell at 8:40a.m. - left message on [redacted] to call back
-04/07/2014 Phone Home at 11:53a.m. - left message to call back
-04/07/2014 Telephoned Cell at 11:54a.m. - [redacted] cell-left message to call back
-04/07/2014 Telephoned Cell at 11:55a.m. - [redacted] cell-left message to call back
-04/08/2014 Telephoned Cell at 10:55a.m. - [redacted] cell-left message to call back
-04/08/2014 Telephoned Cell at 10:56a.m. - [redacted] cell-left message to call back

04/08/2014 is the last time a phone call has been made regarding your account. There have been no phone calls made on 04/9/2014 to any of the numbers that you have provided. We have been provided numbers to call regarding this account and we will use those numbers when the account becomes past due. Whether you are one day late or one month late, you are still late and have broken the Retail Installment Contract, signed at the dealership. C&F Finance follows all laws and regulations regarding Fair Debt Collection Practices Act and Telephone Consumer Practices Act.

If you have further questions or comments, please feel free to contact me.

Review: I called C and F Fiance on February 20, 2014 to get a pay off for my car. I still had 24 more payments, and was told that I had to pay the full balance. I have paid off two vehicles in the past, and I was always able to get an early pay-off amount, but not with this company. I paid the car off on 2/28/2014 and as on April 1, 2014, it is still reporting on my credit bureau. I called C and F Finance to discuss why it is showing on my credit, and I was told to file a dispute. I have been verbally attacked and threatened by customer service representatives at this company. I paid the full amount of the loan, 2 years early, and I think that it is unfair, and illegal.Desired Settlement: I would like a refund of all the interest paid for the car . I paid all the interest on the loan for the whole loan life. I would like to have the interest until 2016 paid back to me.

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 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], at [redacted] ext [redacted] or [redacted]

Review: I requested to have my account reviewed for a possible refinance the representative [redacted] flat out denied the request without going through the proper chanels and did not even review my file. She also said that I might as well and go ahead and clean out my car now. I also requested another copy of my contract to find out the timeframe for car repossessions the collections manager [redacted] has said that is only one day past the due date. She also hung up in my face as well and I have never done that to any of them. I was under the impression that the car payment must be at least 90 days late for the car to be repossessed. These people are just rude they speak to their customers like we are dogs. I've been in a financial bind and have paid what I could but now the car is broken down and I cant pay for both the repair and the monthly payment and they just do not care and will not lift a finger to assist their customers in any way. Why are they still allowed to be in business? They have harrassed and threatned me in the past, something needs to be done!!!!!Desired Settlement: Someone really needs to look into the practices of this company and they should not be allowed to be in business. They obviously do not abide by the law and do not care about the law or their customers. How many complaints are needed to get some action?

Business

Response:

Our Collections Manager, [redacted], spoke to Ms. [redacted] on 7/9 regarding his concerns. They discussed teh issue and the customer was satisfied.

In addition, Mr. [redacted] offered her a 1 month extension to help get and stay current going forward. She was pleased with this help. as well.

Sincerely,

C&F Finance Company

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: [email protected].

Ok, so we financed a vehicle through C&F over 2 years ago and what a mistake that was. C&F is the worst finance company I've ever worked with. 1. Their rates are very high. 2. Apparently, they don't accept split payments. Once I made two payments in 1 month and because they don't take split payments my entire payment of $465 was applied to the percentage rate and they expected me to make another payment that month for another one-time full payment of $465. 3. We're military and was placed on orders to relocate overseas. When we requested a letter releasing the vehicle to travel with us the response was: "We do not release our vehicles to go overseas.....It would be a shame to allow 34 months of perfect pay history to go into repo status." 4. The majority of the representatives are incredibly rude, all of the time and sometimes they can be quite harassing. 5. We ended up trading in the vehicle for another one and when requesting a paid in full letter from them, can you believe the response was: "We don't offer paid in full letters all we can give you is a payment history". OMG, this has the worst financial company in the world. Stay away by all cost!!!!

Review: These people call you the first day your payment is not made ALL DAY. I ask them NOT to keep calling because I am at work and not suppose to answer personal calls. My payments are due on the 13th I agreed to make a payment on the 19th. At 8:30 the morning of the 19th they called three times back to back. I left my work station and callsd back told the representative I wascat work Friday was NOT over & I was going to make the payment. Paymemt was made at Walmart on Sat the 20th. Sunday morning around 4:00am theyvwas outside my house trying to repossess the vehicle AFTER the note had been paid. This is the WORST COMPANY I have ever dealtcwith in my life - 1 payment NOT to mention the 29% interest rate. I have been paying for this car 3 years and still owe a balance of over 15,000.Desired Settlement: STOP harassing me

Business

Response:

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.

Very dishonest and Very rude

Review: I sent in my final payment on October 12th in the amount of $345.00 plus they said I owed $46.21. So I sent in that amount as well. I got my September 30th account statement and it listed the past due amount of $46.21 and current installment amount of $344.13. The terms of this loan was 72 months. On this September 30th statement it had on there I had made at total of 73 payments as of September 30,2015. I did pay for October 12, 2015 so that would make 74 payments. The customer service rep said I would not get my title until I paid them $40.21. Based off what I have paid they owe me money. The terms of this loan was 72 months the number of payments made was 74 payments. I want my title and I want the overage that is due to me. And they are refusing to give me the title or my money back.Desired Settlement: I want my title sent to me ASAP and I want the extra payments that was made on this account sent back to me which would be a total of 2 payments of $344.13

Business

Response:

The Compliance Manager has reviewed the account and found the following:The customer contacted our office on 10/20/2015 and stated that she made the final payment on the 16th. The representative confirmed receipt of that payment, for $391.21, and informed customer that she did not pay the full amount that was quoted to her on 10/09/2015 in the amount of $431.89.Customer signed a 72 month contract and had 2 deferments on the loan which occurred in August of 2014 and September of 2012. A deferment is used to assist customers catch-up on payments if they fall behind. The two installments deferred are due at the end of the contract period and additional interest is accrued as stated on the contract. Customer also had 52 late charges assessed on the account and 4 NSF fees, all of which are allowable and detailed on the contract. Customer has a remaining balance of $40.12. Customer's title will be sent 10 days after payment of $40.12 is received and clears processing. If the customer has any further questions or comments, please contact Stacy, Collections Supervisor.

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,