Credit Concepts Inc

This complaint is a much different story than our notes show regarding this account. Here are our notes from 12/16/:"DTR CALLED BACKSD WANTS TO SURRENDER RIGSD HEAD GASKET IS BLOWN AND SHE CANNOT AFFORD PAYMENTS (SD CURRENTLY RUNS BUT VERY ROUGH) SD HER RENT GOT RAISED AND SHE
IS WORKING AS CASHIER ONLY FOR $10.50/HRWE DISCUSSED POSS RESCHEDULESHE DECLINEDWE DISCUSSED FILLING OUT APPSHE DECLINEDWAS ADEMENT, WANTS US TO P/U RIG AS SHE CANNOT AFFORD IT, RENT IS GOING UP AND SHE CANNOT AFFORD TO TRY AND TRADE EITHERSD SHE IS GOING TO GO WITHOUT A CARI EXPLAINED THE REPERCUSSIONS OF DEFAULTING ON AUTO LOANSHE SD IT DOES NOT MATTER TO HER NOWSHE SAID SHE WOULD KEEP AN EYE ON THE MAIL AND WILL RESPOND TO ANY LETTERS SHE GETS FROM OUR REPOSSESSION/LEGAL DEPT MOVING FORWARD BUT NOT GOING TO PAY ANOTHER PENNY ON THIS." So at this time the notes showed Credit Concepts, trying to work with Ms*** but she was unwilling at that time, going as far as her saying, "I am not going to pay another penny on this." As far as claims the engine and transmission failed, are untrue. We had this vehicle diagnosed with a vacuum issue and ran through DAA auction and received $in the sale.
Since this time CCI has reached out to Ms*** on numerous occasions to make payments. In August she agreed to pay $50/mo, which never happened, we received $in August and $in October 2015. We have reached out to Ms*** to avoid being served with small claims paperwork, but she has refused to sign the stipulated judgment we will now require to move forward. So as of 1/5/she was served. Then on 1/8/she wanted to pay $which we did refuse, as with Ms*** interest rate will not get her anywhere towards reducing her debt. She went online after that and paid $which we refunded to her as this is not a sufficient agreement. Kristi W*** our Legal Department Manager is more than willing to work with Ms*** on a regular monthly payment that is agreeable and that will make sense towards reducing Ms*** debt with us. Please contact her for any payment arrangements
Thank you,
Jason GM***
President
Credit Concepts, Inc

I answered your complaint yesterday on the Google review you made, but I will be glad to do once again here Due to privacy issues I am unable to discuss in much detail, since you are not on the accountWhat I can say is that we have policies set to protect consumers privacy in placeSince
you are not on the account with your sister, we can not share details of the account with you without her written consentWe can give one time payoff amount by phone with verbal consent, but after this we are required to have written consentWhile I can understand your frustration, we do this as a best practice to protect our customers and their informationIf your sister would like to call in, we can give her the info she needs for the amount to pay and she can give that amount to you, so you call in the amount by phone or send in and we will be more than happy to send her the title and paid papers after the check clearsI believe part of the confusion was our representatives assumed that you were wanting us to release the title to you If this is the case, we would be require have a signed "Authorization for Payoff" from your sister If this is not the case you can simply call in with the payoff, remember to have your sister call for this amount, or send by mail Sorry for any inconvenience this has causedSincerely, Jason M*** President

Thank you for taking the time to review this claimWe would like to start by saying we are sorry if Ms*** had any issues or felt that she was mistreated in any way regarding her account or experience here at Credit ConceptsWe strive to provide great customer service always and
if we find there to be an issue we will investigate to find out the issue and deal with it in the appropriate manorWe would like to help clarify the issues she hasRegarding the issue with her down payment not being applied to her payments with us, that down payment is given to the dealership and is taken off the amount financed before we acquire the contractThat does not apply to any future payments on her account after the start date of her contract since it was already deducted from the amount financedAs far as Ms***’s account and payments, stated she was in in the hospital on 10/17/and wasn’t going to pay until 10/19/and would be late for the next few payments, and at that time we told her we’d be willing to work with herHowever, she didn’t make that payment at that time. On 10/21/she emailed saying she couldn’t pay then but would pay half of the payment on the 22nd and the other half on the 31st. At that time, she complained about her balance not being lower than she thought it should. In fact, it had gone down, from $to $8110.94. While maybe not the amount she wanted it to go down, this was part due to the rate, having the contract set up to pay her 1st payment days from the open date and not paying her payments timely. She had paid payments for a total of $1578.88. Her first payment was on time, however most of this went to interest due to the day start. Then she requested to have her due date moved from the 10th to the 25, making her next payment days later, which again most of that payment went to interest. Then she paid her next payment days late, so once again we had longer between payments, days, and again most went to interest and late fees. Then on her 4th payment she paid day late again, but it was exactly days between payments so she showed a principle reduction The same thing happened on her 5th payment, mind you when she paid days late she received a late fee as well Up to this point we had limited contact with Ms***, since she wasn’t severely past due and had no need to do so. However, in my opinion this should’ve been explained to Ms*** when she wanted to change her due date, and at the very least on her first paymentThis is a simple interest contract and interest is calculated based on the rate and balance, then multiplied by the days between payments or the start of the contract. Sometimes these are hard conversations as customers don’t always like to be explained this, but feel that we still should’ve so she for sure had this understanding. We did however, at this time send her a print out of the ledger of payments, and also had a conversation with her explaining how a simple interest contract works. We received the $on 10/30/16, which was enough to keep from showing a 30-day mark on her credit report. However, still short of the $+ $late fee (we didn’t take the late fee when she paid, we put in to the late fee bucket to pay next time. She said she would pay $on 11/15, and $on 11/We tried repeatedly to contact Ms*** when she did not pay on 11/15. We didn’t hear back from her until 11/26, at this time we discussed wanting to help her by re-scheduling her monthly payments to a lower amount for three months’ payments However, we do need certain info from the customer, unfortunately we didn’t get that from her then. I am not sure why and has been discussed with the employee she spoke with. The employee did reach back out to Ms*** to get this info on 11/28, 11/and 11/to try and get this info but to no avail. We didn’t hear back from her until we received an email from her on 12/Saying she faxed them and that she had sent a payment, which was never received. We reached out to her to let her know this had not happened, but didn’t hear back. After sending a email on 12/to explain she was days past due and we hadn’t received what we needed. We told her it was very important at that time she reach out to us. When she didn’t immediately respond to us we sent out a representative to make sure she was still at the address and to assess the shape of the vehicle, because we needed to make some decisions on the account whether to repo. Also at that time we asked the representative to make contact with Ms*** to let her know we needed to speak with her, if she was there. She was upset, but we were able to finally get contact with her to make get things going in the right direction again. She did tell us at this time she lied on her application about how much rent she paid monthly so she could get the loan. After a lot of back and forth conversations and broken arrangements from Ms*** we finally received the reschedule agreement back with the information needed to process it and the payment of $on 12/23/16. Mind you we back dated this reschedule agreement back to 10/25/payment (almost two months prior), to help Ms*** out. We didn’t have to do this and it is unfortunate that Ms*** is taking the position that she is saying that we haven’t worked with herAt that time, she was already two months behind and interest was accruing, but the principle balance getting paid down. She did make a payment of $on 1/4/and $on 2/28/17, but once again not paying every days effects this account tremendously when the balance is so high and now with less than regular scheduled payments. At the time her re-schedule expired she was still past due, so we did offer to help her get current by offering a deferment and we are still more than willing to help Ms*** with a deferment, but we do not show she made a payment this month as she stated and have not received her updated insurance information with deductibles set at $comprehensive and $collision which is needed to complete the defermentIf she can provide us with the information on the payment she made and insurance she said she gave us, we can research it to see if it was not posted or posted incorrectlyHer account representative has been changed to ***, since she stated she had a good experience with herTo show that we are committed to helping our customers in any way possible we are offering to complete the deferment she is requesting with only full monthly payment no later than May 31st and the required insurance information. If she does this we will waive the remainder of the interest that has accrued to bring her account completely current until what would be the next due date of June 25th, We hope this will help Ms*** to get her account current and help her to be satisfied with our customer service moving forward

I have been in contact with Ms***. She has confirmed that her account is reporting correctly and that this was based on a third party reporting company that sent her incorrect information. If this isn't the case I will more than happily look into this for her again.
Sincerely,Jason M***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. I had my vehicle diagnosed by two different auto shops. Doug's Auto Body & Bothell Import Services. Both have confirmed the cars transmission and engine was failing. I know nothing about the sale of my vehicle. As stated before in the original complaint. Once again I am requesting ALL documents of my loan in its entirety. I set up an automatic withdrawal with Kristi W[redacted] in September 2015. See attached document. The amount listed is the SAME amount that I offered Friday and was refused. So when you say that I could arrange a payment anytime that is a LIE what is the difference between today Wednesday the 13 and Friday the 8th? Kristi W[redacted] admitted that SHE cancelled  but a the automatic withdrawal and if she hadn't I would NOT have been served. If you have notes from Dec.2014 then you should have notes of the numerous times I've called trying to settle this matter. Why haven't you offered to rewrite my contract if you have sold the car and made a profit? How is the amount I offered "not sufficient" when its the same amount agreed on in September 2015?  As shown on the two attached documents I actually paid a few dollars MORE than what was agreed to last September2015 on Friday January 8, 2016. So Please explain what has changed?  Sincerely, [redacted]

On 6/24/16 we received a note with a payment that “The vehicle is being assessed for damage not sure the outcome so will make payment or be paying off in the next couple weeks.” 0n 7/8/16, we called [redacted], as her account is now past due for 6/16/16, she stated that the insurance company was...

trying to total the vehicle and she disagreed with them and would call us back. On 7/13/16, we left another message for [redacted]. On 7/15/16, we attempted to leave a message for [redacted], but her mailbox was full. That same day, [redacted] called back and asked for a payoff. She was going to try and trade vehicle in at a dealership instead of go through insurance claim. She would not discuss a payment arrangement at that time. On 7/19/16, we received a call from Jody at Kendall Lexus with [redacted] there, asking for a payoff today and in 15 days. We verified with [redacted] it was okay to release the information and gave the information. On 7/28/16, we called and left a message for [redacted]. She called back. She didn’t understand why we were calling her. She said that that Geico should have paid us off weeks ago, we asked her for a claim number, she said she doesn’t know and will not give it to us, she said we are now the owners of the car. She said she doesn’t like the claims adjuster and is someone she will not call, we told her we will call Geico, but we need a claim number. She said she was hanging up the phone. We called Geico the same day. Tracked down the information needed, they indicated that the vehicle was a total loss, and a value had been determined, but they didn’t know why payment hadn’t been issued. Since [redacted] wasn’t willing to cooperate with the insurance company, we had to file a lienholder claim. We received $1096.48 from Geico on 08/29/2016 We received $1195.0 from Kendall Lexus as Sale of Security of the vehicle on 08/29/2016. There was a remaining balance of $71.10, plus interest $132.86, and late charges of $30.00. [redacted] was a deficiency balance letter on 08/30/2016 with the remaining balance, in the letter it states to contact our office, and make arrangements to pay the balance to prevent legal action. On 9/9/2016, documents were prepared and small claims were filed in Lane County Circuit Court. On 10/11/2016, we called and left a message for [redacted]. The hope was to get the balance  paid before we had to go any farther with legal action. She called back, but before the conversation could take place she just couldn’t believe that we had to nerve to ask to pay the $71 balance, it was impossible to have a conversation with and felt that we were left with no choice. We obtained a small claims judgment on 01/19/2017. A garnishment was issued. Her employer paid the amount owed on the garnishment, but we are entitled to post judgment interest by law. There was a remainder of $13.05 left owing on her account. Instead of issuing another garnishment that would end of charging her and additional $42.89 in fees, Kristi W[redacted] called and asked if she would just like to pay it. We she came into the office, she paid her balance and was given a receipt that showed the amount she paid, and an account balance of zero. There is no reason for someone to sign it, and frankly is out of the ordinary. We have attached a copy. A satisfaction of judgment was electronically filed and accepted that day, as well as her paid papers sent to the mailing address she confirmed with Kristi W[redacted] over email. This is a simple interest installment contract that Ms. [redacted] signed, and Credit Concepts was within its rights based on this contract to charge interest on any balance for the rate that was agreed upon.  In going over this account, it is easy to see that Credit Concepts tried to work with Ms. [redacted], but her unwillingness to cooperate with us and Geico cost her more in interest and fees by not doing so.  We see no reason to refund anything to Ms. [redacted] or change any credit rating.  We have satisfied our judgment with the court that we had on Ms. [redacted], and mailed her paid contract to her.   Thank you, Jason M[redacted]

On 8/18/2015 I received a call from [redacted]. She wanted to know if legal action had begun. I told her it had not. She wanted to make a payment arrangement. She indicated that her rent payment was more than 50% of her income and could only afford $50 a month. I explained to her that at the rate of $50 a month that her account would not see a decrease in the balance, but because she did make contact with us to resolve it that I would accept those arrangements. She stated that she would pay $25.00 twice a month. I explained that there would be a $4.00 fee for each payment and emailed her a reoccurring debit form.  She called and made a $25.00 payment plus the $7.00 fee over the phone on 8/20/15. She started she would make another payment on 9/5/2015. On 9/29/15, I called and left a message for her, as neither $25.00 payments for September had been made. I also emailed her another copy of the reoccurring debit form. She called me back the same afternoon and said she would make a $50.00 payment after she got home from work. When she called back in that day, she only wanted to make a $25.00 payment, and did not want to pay the $7.00 fee. Jennifer explained to her that her arrangement was for the $50.00 payment she missed in September. [redacted] said she would call back on Monday, October 5th and make the full $50.00 payment plus the $7.00 fee.  [redacted] got the reoccurring debit form back, however, it was not for the correct amount. It was for $21.00 payment plus the $4.00 fee for a total amount of $25.00, instead of the $25.00 payment plus the $4.00 fee for a total of $29.00. When she called in on 10/5/2015 to get it set up, the form was in the Supervisor’s office, and the Supervisor was out of the office. The debit card processor took [redacted] at her word and set it up for the $21.00 payment plus the $4.00 fee. Once the error was discovered, and email was sent to ask [redacted] to contact our office to rectify the payment amount. She was told that future transactions would not be ran and if we did not hear from her, legal action would be taken. We did not hear from her again, until after a summons and complaint was served to her on 1/3/2016. She called our office on 1/8/2016 and wanted to know why we serving her. I explained all of the above. She stated that she never received an email from me asking her to contact us. I asked her why she didn’t call us to find out why her payments were not coming out. She said that she had lost her job and we just were not her priority. She wanted to go back to the $50.00 a month payment arrangement. I told her that now legal action has begun, that she would need to sign a stipulated judgment for an acceptable payment amount. She insisted that she be allowed to pay $25.00. I told her I could not due to legal action. That with interest that had accrued and legal and attorney fees, we would need to come up with a larger payment amount each month. She refused. I was then notified a little later that she had made an online payment of $20.00 plus the $7.00 fee for a total of $27.00. The payment was immediately refunded to her account. I sent her an email telling her once again that if she would like to sign a stipulated judgment for an acceptable amount, then she could avoid a judgment against her. I did not receive a response. I have enclosed the documents that she requested.