Gateway One Lending & Finance LLC

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 response to your concerns Gateway has conducted an investigation into the matter you...

raise.   In your complaint you express your frustrations with a poor customer service experience during your attempts to cancel an automatic payment that was set up with an incorrect checking account number. Our records show a payment was processed on the incorrect account prior to your request to change the automatic payment account number and a Gateway representative advised you that unfortunately, the payment had already processed and we were unable to cancel that transaction. The Non-Sufficient Funds (NSF) fee for $30.00 you incurred as a result of the incorrect ACH transaction was not due to Gateway error. However, as a courtesy, we have waived the $30 NSF fee. We apologize that your customer service experience did not meet your expectations and thank you for bringing your concerns to our attention.

Gateway One Lending & Finance, LLC (“Gateway”) has received a rebuttal to our initial response from the complainant regarding the referenced complaint. We regret the complainant is not satisfied with our position on this matter. The complainant does not provide any additional or new information that changes our position on this matter. We believe the matter has been addressed appropriately to the third party and unable to provide them with any further information.

Dear [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.   Based on your statement to the Revdex.com (“Revdex.com”), you indicate your frustration with receiving telephone calls from Gateway. Our records indicate you were listed as a reference on an account and calls were made to you in an effort to locate our customer. Based on your request to not be contacted, we have noted our customer’s account to not contact you. We apologize for any inconvenience that this situation may have caused you, and we thank you for your time in bringing this matter to our attention.

The customer has not submitted any new or additional information for Gateway to review and make an additional response.  Gateway has already responded to the customer and considers the matter closed.

Dear [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.   You indicate your account was behind 2 monthly installments and submitted a payment arrangement for a one-time payment of $300.00 under the impression that a 2 month extension would be granted. You claim Gateway one did not honor the extension which resulted in the repossession of your vehicle.    Our records indicate the payment arrangement you made did not occur as the automatic transaction was rejected by your financial institution.  As a result of the continued default in the terms of the retail installment contract you executed, Gateway repossessed the vehicle. Our records indicate the repossession occurred in an appropriate manner, therefore, we respectfully deny your request for loan forgiveness and adjustments to your credit reporting. Tell us why here...

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 account. Due 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 occurred. Our records indicate that Gateway’s attempts to contact you to resolve this matter were unsuccessful.   You indicate your frustration with attempting to redeem your vehicle. Our 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 vehicle. Unfortunately, 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 decline. We have reviewed the credit reporting on your account and the activity reported on your account is accurate.

Dear Mr. [redacted]             We regret the consumer is not satisfied with our initial response. We believe we acted appropriately in the handling of the refund of the overage amount to the complainant. The consumer was informed of the time period to receive the overage reimbursement. We must ensure that payoffs have cleared before any refunds can be processed.  Therefore, our position has not changed on the matter of payment of interest to the consumer since there is no basis for such request.

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]---------- Forwarded message ----------From: [redacted]>Date: Mon, Jan 5, 2015 at 5:44 PMSubject: Complain has been handled by gateway oneTo: [email protected] is [redacted] my complain number is [redacted] I'm writing this email to the Revdex.com to let them know that  Gateway One Lending and Finance has finally send me a lean release for my car on December 26 just 3 days after I submitted my complain thru the Revdex.com, after endless calls and 3 months after the car was paid off I was able to get my title.

Customer Information[redacted] (Complaint ID [redacted]
[redacted]
Daytime Phone: [redacted]Evening Phone: [redacted]Fax: [redacted]Email: [redacted]Account No. [redacted] Gateway’s Response – Gatewayregrets that complainant is not satisfied with the initial and rebuttal responsesto the complaint.  Please note thatGateway has released its security interest to the motor vehicle in questionwith both the Florida Department of Highway Safety and Motor Vehicles (“FLDHSMV”) and the Massachusetts Department of Transportation. As such, Gateway isno longer able to obtain paper title from the FL DHSMV since Gateway no longerhas an interest in the vehicle. Gateway will provide documentation directly to the complainant thatGateway did electronically release its lien in Florida and mailed complainantthe signed Massachusetts memo signed by Gateway regarding the lien release ofvehicle.  Gateway representatives havehad discussions with the complainant and have advised complainant to contactthe Florida agency in order to obtain paper title for the subject vehicle.Gateway had directed complainant to request Duplicate Title from Florida State:http://www.flhsmv.gov  andfollow their online directions.

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.
Regards,
[redacted]
Again Gateway fail to understand their at fault. My name is [redacted], 44. I'm employed as a [redacted] at [redacted] at $14.00 dollars an hour. I live in a single bedroom apartment of 840 square feet. In my savings I have less than $2.00. I'm a father of two girls who depends on every penny I make. I said this because....I DONT HAVE MUCH! All I have is my name(credit). Which I work very hard to keep in great standing. As you know Gateway. On the 25th of November while speaking with [redacted], Gateway Representative. Yes I did have the vehicle, for the third time picking it up from [redacted] repair shop. [redacted] was aware of this issue and I was testing the truck to see was the repairs corrected. As we all know now the fourth time the transmission failed. During my conversation with [redacted], she stated that she couldn't move forward until she verified my employment and she would need a recent paystub because I was only making $14.00 an hour. She prematurely and mislead me that she wasn't going forward until she receive my paystub. On the 27th the truck broke down for the fourth time less than three weeks. I called [redacted] at [redacted]. Telling him that the truck broke down again and if we can negotiate another vehicle. He immediately said....NO! He was paid on the truck. The problem was mines. This was all because of [redacted]'s lack of responsibilty to me. She DIDNT get a paystub so how could she move forward. Gateway is wrong. There not excepting that they have wrong me. I have nothing. I only wanted a good running truck that I can make extra money for my daughters and I. [redacted] has the truck, which was towed to them on the 11th of December at my expense. Because they refuse too. Also why are you taking a ordinary person through something like this....all I wanted was a reliable truck that I tried over and over to make this deal fair with [redacted] and you, Gateway. The FAULT isn't mines. Please I ask you don't damage what I have worked hard for...my CREDIT. I struggle everyday. I live paycheck to paycheck. I only wanted a fair deal. [redacted] won't even work another truck with me...why is that...I don't understand. The truck is a Lemon and I have the rights as a consumer to return a lemon, less than thirty days. Also [redacted] didn't receive any paystub, which I have the voicemail.

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 indicate your frustration with not understanding why the interest...

portion of your monthly payments fluctuates month to month.  At this time, our records indicate the payments are being applied to your account accurately. The amount of interest for each payment is based on the simple interest method, where the number of days between payments (accrual period) multiplied by your current principal balance multiplied by your daily APR will equal the amount of accrued interest for that period. The formula is Days Accrual x APR/365 x Outstanding Principal balance.  The Retail Installment Sales Contract - Simple Finance Charge that you completed at the time of your vehicle purchase indicates the finance charge is computed using the simple interest method. Additional explanation can be located in section 1. Finance Charge and Payments, located on page two (back page) of the contract, which indicates how the finance charge and payments will be determined. For your review we have mailed a copy of the contract to your address on record.  We regret any confusion you have regarding this matter and trust your concerns have been addressed.

Customer Information
[redacted] (Complaint ID [redacted])
[redacted]
Daytime Phone: [redacted]
Evening Phone:
Email:  [redacted]
Account No: [redacted]
 
 
Gateway’s Response–...

1/5/2014
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 customer.
 
Based
on payment received from the customer’s insurance company, American Family
Insurance Company, and the fact that the vehicle was deemed a total loss, the
title for the motor vehicle in question was released to the insurance company.  Gateway has contacted the insurance company
on multiple occasions, but has not yet been able to communicate with the
adjuster assigned to the claim.  Gateway
will continue to contact the insurance company to retrieve the title.  In the interim, Gateway has sent customer a
lien release associated with the motor vehicle. 
 Customer’s account is reflected
as paid in full.

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.Stop collections calls at work Gateway One Lending has repeatedly attempted to contact me at my place of employment about 4 times per day. where I am not permitted to accept personal calls. I have also received taunting voicemails in which no one says anything but I can hear heavy breathing on the other end. I would like for Gateway One Lending to cease and desist all attempts to contact me via phone and send me official documents by certified mail detailing their business with me. Stop calling and send detailed information by mail as to why you are contacting me.
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. As...

noted in the complaint, complainant’s husband is the Gateway account holder.  Gateway repossessed the motor vehicle associated with the account on December 29, 2015.  The account holder called Gateway on December 30 and 31, 2015 seeking information about return of the motor vehicle.  At that time, Gateway was unable to provide the information requested.  On December 31, 2015, Gateway mailed account holder a Notice of Right to Reinstate which disclosed the amount necessary for account holder to reinstate the account and retain possession of the motor vehicle.  On January 6, 2016, a Gateway representative called the account holder and advised of the amount necessary to reinstate as noted in the Notice of Right to Reinstate mailed to the account holder.  On January 15, 2016, Gateway received payment for the account.  Please note that the Notice of Right to Reinstate makes the following statement: “The dollar amount is an estimate because any storage costs will continue to accrue on a daily basis until you reinstate your Agreement and get your Vehicle back.” Gateway did waive the additional storage and communicated an authorization to release the collateral on January 15, 2016. Although account holder may not have been able to retrieve the vehicle on January 15, 2016, Gateway has been informed that any additional storage associated with the vehicle has been waived and account holder was able to retrieve the vehicle.  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. We...

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 20 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.

Revdex.com ID#[redacted]E-Mail:[redacted]
 Revdex.com ID#[redacted]
[redacted]E-Mail: [redacted] 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 consumer. Uponcompletion of our investigation, Gateway will provide an updated response tothe consumer’s concerns.

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.
1) I looked at my account and even though the balance states $0 - in the 'account information summary' it is still stating that I have a Due Payment of $173.42 on 12/27 - I would like to see this corrected. If my balance is 0 why is there a payment still due?2)Seeing how long they took from the time the insurance company sent the check to showing payment (over 10 days) - I request this stay open until I am assured (A) The Title is cleared AND - (B) I want it reflected on my Credit Reports that this is paid in full.  I can't have it on my credit report that I am still showing a balance and a payment due.Thank you
Regards,
[redacted]

Gateway One Lending & Finance, LLC (“Gateway”) regrets that complainant is not satisfied with the initial response to the complaint.  As previously noted, a Gateway representative did have a telephone conversation with the complainant on November 25, 2015 at which time complainant was in possession of the vehicle after having initially returned the vehicle to the dealer.  Complainant raised no issues with respect to the vehicle at that time.  [redacted] has informed Gateway that they have addressed the mechanical issues with the vehicle.  It does not appear that complainant has taken possession of the vehicle to determine whether the mechanical issues have been addressed.  Gateway once again requests that complainant contact [redacted] to arrange for pick-up of the vehicle and keep Gateway advised.

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.c. of the Contract states that the complainant gives Gateway a security interest in all proceeds from insurance, maintenance, service or other contracts Gateway finances for complainant. This 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.

Customer Information[redacted] (Complaint ID [redacted] Daytime Phone: [redacted]Account No. XXXXXXXXX[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.  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 complainant. The 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 vehicle. It is our understanding that during the preperation for sale, certain reconditioning processes were performed by the auction facility and the vehicle apparently sustained damage. Gateway 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 process. The auction facility agreed to review a credible estimate by a mechanic that certified the damages were attributed to the processes conducted by the auction facility. The 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 customer. The auction facility was not provided an estimate for repairs prior to repair work being completed. It 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 complainant. We have verified the auction facility reimbursed the complainant for those repairs deemed attributed to the auction facility’s actions. We believe the reimbursement by the auction facility addresses any damage to the vehicle while in their possession.