Gateway One Lending & Finance LLC

Customer Information [redacted] (Complaint ID [redacted] ) [redacted] Daytime Phone: [redacted] Nighttime Phone: Email: [redacted] Application No [redacted] Gateway’s Response – Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant Gateway is an indirect consumer automobile sales finance company As such it receives credit application s from motor vehicle dealerships on behalf of consumers seeking to finance the purchase of a motor vehicle Gateway accessed complainant’s credit report based upon receipt of information and authorization purported to be from a validly signed credit application on behalf of the complainant Gateway will mail complainant a letter identifying the motor vehicle dealership Gateway requests complainant contact Gateway if she did not authorize the dealership to seek financing on her behalf We trust this satisfies customer’s remaining concerns

Gateway’s Response to Complainant’s rebuttal – We regret the complainant was not satisfied with the response to their original complaint to resolve a Due Date Change requestWe do apologize for any inconvenience or miscommunication surrounding this matter In response, Gateway’s position has not changed and cannot allow a Due Date Change (“DDC”) on a Blackout Day Gateway is not required to offer DDC requests, but does so as a courtesy to customersBlackout Days are necessary for administrative purposesGateway had mailed a DDC form to the complainant for completion Gateway can accept a properly executed (signed & scanned) copy of this form in accordance with our policies and procedures

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 I Do not have the car as the dealership would not release itI Have a $ loan for nothingI now have a attorney and expect calls from them directly Regards, [redacted]

Dear Mr [redacted] Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In your complaint you express your dissatisfaction with the length of time it takes to return an overage payment to youIn addition, you indicate you would like to be reimbursed for the time it takes to return your overage payment Our records indicate the payoff amount of $19,was received and applied to your account on August 3, During a conversation on August 12, a Gateway representative had advised a return of any overage payment would be made within a day periodWe have verified that a check to return any overage payment was issued and mailed to your address of record on August 25, If you have not received this check within a reasonable amount of time after the mailing date, please contact Gateway Customer Service at [redacted] With respect to your request for reimbursement, as there is no indication of any inappropriate action regarding this matter, we must respectfully decline your request

Dear Mr***, Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter you raise You indicate that Gateway repossessed your vehicle without discussing the matter with you and without resolving mechanical issue you claim to have with the vehicleYou also indicate that Gateway did not handle the reinstatement of your loan in a proper manner which caused undue storage expenses With respect to the repossession of your vehicle, Gateway made multiple attempts to contact you to discuss a default in the terms of your retail installment contractAs there was no response from you regarding this matter and delinquent status of your account, Gateway proceeded with a repossession actionAlso, as required, Gateway mailed you a pre-repossession notice Our review indicates the repossession was handled in an appropriate manner and was conducted in accordance with state requirementsThe repossession occurred on August 15, After the repossession, Gateway began a process to review and determine the required amount to reinstate the loanOn August 18, 2016, you were informed via a telephone conversation of the amount that was required to reinstate your loanIn addition, other calls were made this day to discuss your payment made via [redacted] to reinstate your loanUpon verification of the [redacted] reinstatement amount, Gateway provided direction to the recovery agent storing the vehicle that the vehicle could be releasedThe delivery of your vehicle was dependent on you to make an appointment with the recovery agent storing your vehicle, which you indicate you did, but was near the closing time of the recovery agentWe regret that you were not able to recover your vehicle on the 18th It is our understanding that you did recovery your vehicle on August 19thYou request Gateway reimburse you for undue storage fees due to improper handling of your loan reinstatementWe believe there was no undue delay in our processing of your loan reinstatement and authorization to the recovery agent for the release of your vehicle which would justify reimbursement; therefore, Gateway must respectfully decline your request to be reimbursed you for any additional storage fees With respect to your claim regarding the resolution of mechanical issues associated with your vehicle, Gateway does not have records of such discussions with you regarding mechanical issues you claim

In response to complainant’s questions raised in the rebuttal, please be advised that the daily interest accrual is based upon the then outstanding principal balance Therefore, interest accrual after application of the insurance proceeds was based upon the reduced principal balance rather than the initial amount financed With respect to the monthly payment amount, Gateway released its security interest to complainant’s insurance company upon payment of the insurance proceeds Rather than accelerating the entire remainingamount due under the terms of the subject retail installment contract (the “Contract”) upon release of its security interest, Gateway seeks the monthly payments noted on the Contract until complainant’s obligation has been fully satisfied We trust this addresses complainant’s concerns

Complainant, Ms [redacted] ’s advised that she had already donated the vehicle at the time Gateway was contacting her to make arrangements for picking up of the vehicle Gateway would like to thank Ms [redacted] for resolving the situation and we again, apologize for the inconvenience this matter has caused

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant Complainant states that Gateway did not apply a refund stemming from the cancellation of a GAP product (“GAP”) complainant initially purchased from a motor vehicle dealership Gateway is an indirect consumer automobile sales finance company As such it takes assignment of certain retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers Complainant entered into a retail installment contract (“Contract”) evidencing the purchase a motor vehicle from [redacted] (“Dealer”) At that time complainant also purchased GAP from Dealer which is noted on the Contract Gateway took assignment of the Contract from Dealer Gateway did not provide, offer or require GAP Section 2.cof the Contract states that the complainant gives Gateway a security interest in all proceeds from insurance, maintenance, service or other contracts Gateway finances for complainantThis includes any refunds of premiums or charges from the contracts Complainant subsequently cancelled GAP The full refund associated with GAP was received by Gateway and applied to Complainant’s account to reduce the principal The remaining terms of the Contract, such as the monthly payment amount however, remain unchanged Should complainant pay in accordance with the terms of the Contract, the account will be paid off early or the final scheduled payment amount will be less than initially disclosed on the Contract We trust this addresses complainant’s concerns

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainantWe apologize for any confusion arising from complainant’s prior communications with representatives of Gateway concerning eligibility for an extension In order to address the situation, we will be able to make an exception and provide complainant an extension We request that complainant contact Gateway at [redacted] in order to discuss the next steps necessary to provide the extension.In addition, complainant stated: “The mail corespondents are mailed late which do not give much time in the way of taking care of any information there in.” Please note that Gateway’s monthly statements are mailed to the complainant’s address on file approximately days prior to the monthly payment due date We are unaware of any issues regarding the timeliness of receiving the monthly statements We therefore request additional information concerning any issues complainant may have with the timeliness of receiving the monthly statements in order to understand the issue.We trust this addresses complainant’s concerns

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant Please note that Gateway is an indirect consumer automobile sales finance company As such it receives credit applications from motor vehicle dealerships on behalf of consumers seeking to finance their purchase of a motor vehicle Gateway takes assignment of certain retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers Gateway took assignment of the retail installment contract (“Contract”) signed by the complainant and the motor vehicle dealership (“Dealer”) from whom complainant purchased the vehicle It is the Dealer’s responsibility to perfect title on behalf of both Gateway, as the lienholder, and the complainant, as the registered owner In this instance, the Dealer failed to perfect title and Gateway has discovered that the Dealer has gone out of business Gateway has been able to obtain the current title associated with the vehicle and has been in contact with the Georgia agency responsible for the issuance of the certificate of title for the vehicle to identify the necessary forms and the associated costs/fees that will need to be submitted Gateway attempted to contact the complainant on 9/16/to inform complainant of additional actions that will be required of him and to provide additional information to complete the process to obtain title and registrationWe ask the complainant continue to communicate with us to complete this process and thank them for their patience during the process to resolve this matter We trust this addresses complainant’s concerns

Dear Ms [redacted] , Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to your concerns Gateway has conducted an investigation into the matter you raise We regret circumstances surrounding your accountDue to an unresolved default in the terms and conditions of your retail installment contract, and a period of time where you did not communicate with Gateway to resolve such default, a repossession action occurredOur records indicate that Gateway’s attempts to contact you to resolve this matter were unsuccessful You indicate your frustration with attempting to redeem your vehicleOur records indicate Gateway’s Asset Recovery department was in contact with you regarding this matter, and you spoke with Gateway’s Management in an attempt to get assistance with the redemption of your vehicle, in which our Management team indicated they would work with you to allow you time to submit payment to recover your vehicleUnfortunately, Gateway did not receive payment for the redemption of your vehicle by the date provided to you With respect to your request to have credit reporting corrected, based on your allegation that you were provided incorrect information we respectfully declineWe have reviewed the credit reporting on your account and the activity reported on your account is accurate

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 resolvedI have reached a satisfactory resolution with Gateway One Took four phone calls, two customs care specialist and two supervisors But it was 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.However, contrary to their comment, I did call them, and received no new information I will go to the local [redacted] office, and future responses, if any, will be dependent on the outcome of that meeting.Thank you your your effort Regards, [redacted] **

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant With respect to the events that led to the repossession of the motor vehicle in question, our records indicate that we communicated the steps necessary to complete a request for an extensionA loan extension agreement was emailed to complainant on November 8, 2016, however Gateway never received the completed paperwork or necessary fees to complete the extension agreement request Gateway did receive a payment in the amount of $425; however, it was not the amount necessary in order for an extension to be completed The amount still necessary for an extension was communicated to the complainant on December 1, Gateway did not receive the necessary payment nor completed loan extension agreement As no loan extension was completed, the complainant’s account remained in default of the terms and conditions of the Retail Installment Sales Contract entered into by the complainant, and as a result, a repossession action occurred With respect to the $payment referenced by complainant, Gateway’s records do not reflect receipt of such amount

Customer Information [redacted] (Complaint ID [redacted] ) [redacted] Daytime Phone: [redacted] Account NoXXXXXXXXX*** Gateway’s Response Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant A review of the complainant’s account indicates the complainant's vehicle was repossessed as a result of a default in the terms and conditions specified in the retail installment contract executed by the complainantThe payment referenced by the complainant was received by Gateway, but Gateway advised the complainant that such payment would not resolve the default Subsequent to the repossession, the vehicle was transported to an auction facility to facilitate the sale of the vehicleIt is our understanding that during the preperation for sale, certain reconditioning processes were performed by the auction facility and the vehicle apparently sustained damageGateway allowed the complainant to reinstate and recover the vehicle Subsequent to the complainant taking possession of the vehicle from the auction facility, the complainant alleges the vehicle was not operating correctly due to the auction facilities reconditioning processThe auction facility agreed to review a credible estimate by a mechanic that certified the damages were attributed to the processes conducted by the auction facilityThe auction facility has advised that it would reimburse the complainant for only those repairs directly attributed to auction facility’s actions as indicated in a mechanical repair estimate obtained by the customerThe auction facility was not provided an estimate for repairs prior to repair work being completedIt is our understanding that the complainant provided a completed work order for repairs completed to the auction facility which listed additional services performed on the vehicle that the auction facility deemed were not attributed to their actions and thus did not reimburse the complainantWe have verified the auction facility reimbursed the complainant for those repairs deemed attributed to the auction facility’s actionsWe believe the reimbursement by the auction facility addresses any damage to the vehicle while in their possession

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 This is absolutely unacceptable because the company refuses to acknowledge the fact that their employee misinformed me of the informationStill they refuse to take responsibility for their employee's negligenceI am owed an apologyThe have the worst business practicesFurthermore why are there "blackout" dates? The fact that each customer has different financial situations needs to be taken into consideration hereI am on a fixed income which is why I requested the 28th of the monthGateway One needs to re-examine this and make allowance for this date and remove these so called "blackout" dates immediately to resolve this problemAlso the Rep that initially called me [redacted] is never available to be contacted now mysteriously and I have left voicemail but she does not return callsThey also have their phone calls recorded but tell customers they cannot record themThis needs to be addressed as well because if I cannot record the phone call I will not give them permission to record me Regards, [redacted]

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 [I want everything in writingI need the inquiry removed if possibleI do not accept this responseThank you] Regards, [redacted]

Revdex.com ID#*** * *** *** *** *** *** ** ***E-Mail: *** Gateway’s Response: Initial response posted on 2/10/15 Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in aprofessional and courteous manner, in
compliance with all applicable federaland state laws. In response to this complaint, Gateway is in the processof conducting an investigation into the matter raised by the consumerUponcompletion of our investigation, Gateway will provide an updated response tothe consumer’s concerns

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws. In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant
With respect to the repossession of the motor vehicle in question (the “Vehicle”), please be advised that Gateway sent complainant a “Notice of Default and Requirement of Strict Compliance” (the “Notice”) wherein complainant was advised that Gateway would seek to exercise its rights under the terms of the retail installment contract signed by the complainant for the purchase and financing of the Vehicle should a default occur. The repossession of the Vehicle occurred in the morning of March 30, 2016. At that time, complainant’s payment had not yet been received. During conversations between complainant and Gateway representatives on March 30, 2016, complainant was provided with the payoff associated with complainant’s account as well as contact information in order to retrieve any personal property located in the Vehicle. Should complainant require the information again, complainant may contact Gateway directly for such information. Please note that Gateway does not communicate with its customers via text messaging. Gateway does not have any records to indicate that text messages were sent to the complainant on March 25, or March 29, We trust this addresses complainant’s concerns

Dear Mr***, We regret the personal hardships that you are facing and we look forward to working with you in this matterOur records indicate that your account is eligible for a payment extension, and you were emailed (on April 19, 2017) the necessary documents to complete the payment
extension processIn addition, you were informed of the extension process and the need to pay late charges and other fees on your account to complete the extension process To date, we have not received the necessary documentation and fees to complete the payment extension processUpon receipt of these items, we will process your payment extension request If you have additional questions regarding this matter, you can contact us toll free at (888) 810-