Carfinance.com

January 25, 2016
[redacted]
RE: Revdex.com Complaint – [redacted]
Account Number – [redacted]
Dear [redacted],
                Based on the investigation from complaint ID [redacted] that was discussed over the phone on 01/18/2016, we uncovered the Gap Policy you are inquiring about was purchased and covered the original purchase contract of the 2008 [redacted] on 09/21/2012.  The gap company paid the claim based on the information provided by the customer that CarFinance was the original Lienholder from 09/21/2012 (which was [redacted], not CarFinance). Upon discussion with [redacted], it was found that this claim should have never been paid as the contract only covered the loan at time of purchase with lienholder [redacted]. When the vehicle was refinanced with CarFinance Capital on 6/19/2013, GAP insurance was not purchased. Upon refinance, the Gap Policy should have been canceled by Mr. [redacted] at the dealership of purchase.  Based on the amortization, the balance due on the loan at time of payoff from the insurance company was correct. In regards to the late marks assessed on the credit report, we are unable to remove them. The customer is responsible for keeping the account in good standing until the loan is closed out and paid in full with a zero balance.
Thank you,
[redacted]
CarFinance Capital
Office of the President

March 27, 2015
 
[redacted]
 
RE: Revdex.com Complaint – [redacted]
Account Number – [redacted]
 
 
Dear [redacted],
 
 
Thank you for bringing your concerns to the surface through the...

RevDex.com on 03/25/2015. CarFinance strives to deliver excellent service
to every customer. CarFinance would like to apologize for the inconvenience you
had to endure.
 
We at CarFinance take every complaint seriously and this matter has
been forwarded to the Office of the President. We understand that we have
already made contact with you on 3/27/2015 in regards to your complaint. We
will remain in contact with you throughout the duration of the audit of your
account. In the meantime, if you have any questions or concerns, please feel
free to contact us
[redacted].
 
 
Thank you,
 
[redacted]
CarFinance Capital
Office of the President
v

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution in part would be satisfactory to me.  There was still not an explanation as to why it took over a month to just get our check which Car Finance said they would overnight on January 11, 2016.  The way Car Finance showed customer service to me is poor and unacceptable.  Also after all I have gone through the nerve of Car Finance to claim I owe them ANYTHING at this point except my soon to be February payment.  I am very grateful for the Revdex.com, they are the one and only reason Car Finance responded so quickly and promised again to send out an overnight check but this time we were given a tracking number.  ONLY TO SAVE FACE I realize Car Finance responded.  Thank Jesus for Revdex.com!  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

January 28, 2016
[redacted]
[redacted]
[redacted]
RE: Revdex.com Complaint – [redacted]
Account Number – [redacted]
Dear [redacted],
Thank you for bringing your concerns to the surface through the Revdex.com on 01/27/2016. CarFinance...

strives to deliver excellent service to every customer. CarFinance would like to apologize for the inconvenience you had to endure.
We at CarFinance take every complaint seriously and this matter has been forwarded to the Office of the President. We have looked into your account, and your payment was posted to the account yesterday (1/27/2016). The payment has also been back dated to the date it was received on which is 1/25/2016. When payments are received, they can take up to 48 hours to reflect on the account, but will always be backdated to the date it was originally received on.
In regards to the representative you had spoken with, we will forward the complaint over to the supervisor(s) of that team and coaching will be issued.
To ensure that you don’t get any more collections calls, we invite you to check out our website at [redacted]. From there, you can set up the account for automatic monthly payments through your checking account with no fee, that way the payment will be received and processed that same day. If you would like assistance with setting up the process, please do not hesitate to contact our Customer Service team at [redacted].
Thank you,
[redacted]
CarFinance Capital
Office of the President

Revdex.com:
I have reviewed the 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.
Problem: I started refinance with Carfinance 12/2015 everything appeared to be fine until I started getting these harassing phone calls. The first call I got staring I was behind on my payments I was very irate because I make my payments with bill pay at my bank. I asked to speak to manager he asked if I can send statement from bank over to manager [redacted]. I sent it over we reviewed she is saying it's the banks fault while [redacted] was on the phone I went to bank the bank clerk [redacted] verified and spoke to [redacted] telling her that the payment were made by this bank an the the money is not in the account [redacted] asked me to have bank stop payment and she will take payment over the phone and waive fee. She then told me it's not my fault I told her my check is sitting on someone's desk. She placed me on hold for a very long time until we got disconnected. I emailed her immediately told her I want my account fixed 9/1/16 she responded by saying call office I kept getting her voicemail I received payment back from bank called her she never returned my calls I sent several emails. I sent payment back thru bank on 10/3. I find out today another payment was not cashed by carfinance from 8/1. I called bank again they are saying it's carfinance fault the check is there sitting on someone's desk then I find out they sent someone for my car. I have documents from bank. Carfinance needs to take responsibility of those checks because my bank Huntington doesn't change where they send the payment to carfinance has got multiple payments some they cash some they don't.Desired Outcome: The payment processing center is not doing their job my bank has sent at least two checks that were never cashed by flagship carfinance. I have to go to bank again for another $31 stop payment fee because carfinance aren't cashing my banks checks. I would like my late fees resolved by company and things current. This is unfair I'm being treated like it's my fault when I'm make payments. [redacted] says it takes 10days to cash checks that shouldn't be on consumer. I want this resolved I am so disappointed . I also would like correction to my credit report. Sorry I had to go this far but the people who answer the phone are very rude and don't care.
Regards,
[redacted]

no this is not been resolved I still have not heard back regarding the extension nor do I have access to the online account but I was told I would be able to have I keep getting told that the online accounts are not available at this time and I feel that a business that I am doing business with that you cannot physically visit their location you should be able to view some type of account infthat he would be sending me all 9 months confirmation of payments made I have yet to receive that from him via mail I also have not heard back since completing all the requirements for the extension that I was granted thank you at this time the issues have not been resolved

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Good afternoon,Our supervisor will be calling you back today at the home number we have on file ending in [redacted] has attempted several attempts to contact you since Friday May 22. An attempt was made yesterday 5/26/15 at about 6:39pm Central Time, a voicemail was left asking for you to contact us back. A call was placed again on 5/22/15 at 4:02 Central Time with no answer but a voicemail was left as well. If there is a better number for him to contact you, please let us know.

December 4, 2015[redacted]RE: Revdex.com Complaint – [redacted]Account Number - [redacted]Dear [redacted],Thank you for bringing your concerns to the surface through the RevDex.com on 11/23/2015. CarFinance strives to deliver excellent service
to...

every customer. CarFinance would like to apologize for the inconvenience you
had to endure surrounding your account. We at CarFinance take every complaint seriously and this matter has
been forwarded to the Office of the President. CarFinance Capital does not hold
payments. Our processing system processes payments the same day they are
received. If payments are received over the weekend or a holiday, we back date
the payments to when they were received. In your complaint it is stated that
you use your bank’s bill pay program. Please be advised since CarFinance
Capital does not receive funds electronically, your bank sends us an actual
live check via the [redacted] to our processing center. To ensure we receive your
payments on the same day you submit it, we suggest signing up for our automatic
payment system via our website at www.carfinance.com.
Here you can set monthly payments that will be received and processed by us on
the same date. If you would like assistance with the set up process, please do
not hesitate to contact our Customer Service Department at [redacted]. Thank you,[redacted]CarFinance CapitalOffice of the PresidentTell us why here...

June 11, 2015[redacted]RE: Revdex.com Complaint – [redacted]Account Number – [redacted] Dear [redacted],Thank you for bringing your concerns to the surface through the BetterBusiness Bureau on 06/09/2015. CarFinance strives to deliver excellent...

serviceto every customer. CarFinance would like to apologize for the inconvenience youhad to endure.We at CarFinance take every complaint seriously and this matter hasbeen forwarded to the Office of the President. Since the payment that was inputinto the payment system was not honored, your account with CarFinance wasassessed a $25 payment return fee. In your complaint, you stated that it wasyour bank that put a freeze on your bank account. You will need to contact themin regards to the fee that was assessed, since we (CarFinance Capital) are notat fault. If you have any questions or concerns, please contact our CustomerService Department at [redacted].  Thank you,[redacted]CarFinance CapitalOffice of the President

June 13, 2016 [redacted] RE: Revdex.com Complaint – [redacted]Application ID – [redacted]   Dear [redacted],  Thank you for bringing your concerns to the surface through the Revdex.com on 06/08/2016. CarFinance strives to...

deliver excellent service to every customer. CarFinance would like to apologize for the inconvenience you had to endure. We at CarFinance take every complaint seriously and this matter has been forwarded to the Office of the President. While we understand that your preferred method of contact is email, there are still some processes/further verification that need to be completed over the phone. If you would like to continue with the process, please feel free to contact us back at [redacted], and reference your Application ID. In regards to removing the inquiry, unfortunately we are unable to do so. Since this is a valid inquiry/valid application, it will remain.  If you have any additional questions or concerns during this time, please feel free to contact our Sales Team at [redacted].  Thank you, [redacted]Office of the PresidentCarFinance Capital a Flagship Credit Company

November 30, 2015[redacted]RE: Revdex.com Complaint – [redacted]Account Number – N/ADear [redacted],Thank you for bringing your concerns to the surface through the RevDex.com on 11/18/2015. CarFinance strives to deliver excellent service
to every customer....

We at CarFinance take every complaint seriously and this matter has
been forwarded to the Office of the President. We have looked into the
application that was received, and we have received a credit application from
[redacted]. [redacted] is a third party company that we have a relationship
with. [redacted] assists customers in looking for a company to either purchase
a new auto loan or refinance their existing auto loan. Thank you,[redacted]CarFinance CapitalOffice of the President

May 26, 2015[redacted]RE: Revdex.com Complaint – [redacted]Account Number - [redacted]Dear [redacted],Thank you for bringing your concerns to the surface through the BetterBusiness Bureau on 05/23/2015. CarFinance strives to deliver excellent serviceto every...

customer. CarFinance would like to apologize for the inconvenience youhad to endure surrounding your account. We at CarFinance take every complaint seriously and this matter hasbeen forwarded to the Office of the President. In regards to your phone callnot going through, we sincerely apologize for the inconvenience. We will letour IT department aware of the issue so they may look into it to see whaterrors there may be in the automated system. For your due date, we have submitted the due date change request onyour account. Please allow our system about 48 hours for the request to beupdated and processed. Once completed, your next due date will be on06/15/2015. In regards to your title, we have contacted our titles department toinquire on the status of it for you. It seems that when the vehicle wasrefinanced with us from Open Road Lending, there was a delay (for reasonsunknown to us) from them to send us (CarFinance Capital) the title. However, asof 5/12/2015, Open Road Lending has sent the necessary paperwork over to theDepartment of Revenue in Missouri. Once the paperwork is received andprocessed, we (CarFinance Capital) will get notice of lien, and the title willbe sent directly to you. Unfortunately at this time, the turnaround time isunknown. It all comes down to how quickly the state processes the paperwork. Ourtitles department did state it can take around a month from the state tocomplete the paperwork once received. Once again we apologize for theinconvenience this has caused, and we appreciate your patience. If you have any additional questions or concerns, please feel free tocontact our Customer Service Department at [redacted]or via email at [redacted].Thank you,[redacted]CarFinance CapitalOffice of the President

June 4, 2015 [redacted]RE: Revdex.com Complaint – [redacted]Application ID - [redacted] Dear [redacted],Thank you for bringing your concerns to the surface throughthe Revdex.com on 05/27/2015. CarFinance strives to deliverexcellent service to...

every customer. CarFinance would like to apologize for theinconvenience you had to endure surrounding your application. We see in our system that you have already been in contact with anotherSales representative and it appears that the application process is almostfinalized. We sincerely apologize for any misunderstanding and confusion we mayhave had in regards to your application. If you have any further questions or concerns, you may contact ourSales Department directly at [redacted].Thank you,[redacted]CarFinance CapitalOffice of the President

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

February 8, 2016 [redacted]
[redacted]
[redacted]
RE: Revdex.com Complaint – [redacted]
Account Number – 700001114[redacted]0001
Dear [redacted],
Thank you for bringing your concerns to the surface through the Revdex.com on 02/01/2016. CarFinance...

strives to deliver excellent service to every customer. CarFinance would like to apologize for the inconvenience you had to endure.
We at CarFinance take every complaint seriously and this matter has been forwarded to the Office of the President. We would like to first thank you for your patience while we got everything corrected. The account number ending in [redacted] has been closed out with a zero balance, and the payments made on that account have been applied to the correct account ending in [redacted]. We have also submitted a request to the credit bureaus to delete the account number ending in [redacted] from your credit report.
If you have any additional questions or concerns, please feel free to contact our Customer Service Department at [redacted].
Thank you,
[redacted]
CarFinance Capital
Office of the President

February 16, 2016 [redacted] [redacted] RE: Revdex.com Complaint – [redacted] Account Number – N/A Dear [redacted] [redacted], Thank you for bringing your concerns to the surface through the Revdex.com on 02/15/2016. CarFinance strives to deliver excellent service to...

every customer. CarFinance would like to apologize for the inconvenience you had to endure. We at CarFinance take every complaint seriously and this matter has been forwarded to the Office of the President. We have looked into the application that was received, and we have received an application from [redacted] is a third party company that we work with. [redacted] assists customers that are interested in financing an auto loan, so they will send out your application to all the finance companies that they work with, to find you the best deal. Thank you, [redacted] CarFinance Capital Office of the President

January 14, 2015[redacted]
[redacted]
[redacted]RE: Revdex.com Complaint – [redacted]Account Number - [redacted]Dear [redacted],Thank you for bringing your concerns to the surface through the Revdex.com on 01/06/2015. CarFinance strives to deliver excellent serviceto every...

customer. CarFinance would like to apologize for the inconvenience youhad to endure surrounding your account. We at CarFinance take every complaintseriously and this matter has been forwarded to the Office of the President. In your complaint, you addressed that your references were beingcalled. In attempt to address the issue, we see that you have spoken tomanagement on 12/22/2014.In regards to the credit reporting for your loan, our system indicatesthat we have reported your loan as closed and paid in full on 12/24/2014. Thereis no reason as to why it would disappear from your credit report. If for somereason there has been a system error, please contact us at ###-###-#### and we will route your account to the appropriatedepartment to submit a manual update to the three reporting agencies (Experian,Equifax and TransUnion). Please be advised that if we do a manual update, itcan take anywhere from 30-45 days from our report update date to be reflectedwith the reporting agencies.If you have any additional questions or concerns, please contact us at ###-###-####.Thank you,[redacted]CarFinance CapitalOffice of the President

Revdex.com:
I have reviewed the 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.
Regardless of what the contract say or said, that is not what I was told by your customer service representative.  If I had been told that, I would have paid it at that time.  The other issue is one of being charged "late fees" when the payment isn't late.  This is a tactic that to collect additional monies and using the contract as a crutch to assess such fees.  Again, because your customer service rep, did not advise of this stipulation, I am requesting to have the fees waived.  No other alternative is acceptable.  I am sure you have a recording of this call since you record them for quality assurance.  This is a perfect example of when those should be pulled out and verified.  
Regards,
[redacted]