GO Financial

June 8, 2016[redacted]
[redacted]To Whom It May Concern,Denise C[redacted] and I was able to address some of my concerns. After researching, one thing that was never discussed was the failure to help a customer when in FMLA/medical need. I also advised Denise I would like to take care of the balance the best way I can. The amount quoted $2500.00 from Denise C[redacted] is/was unattainable. I am just trying to recover and pay all my creditors. Go Financial was not really trying to help.  Carvana trust that Go Financial has stuck to their promises to offer great customer service. I was failed by both Go Financial and Carvana. This has been a stressful situation and has lead to some of my health problems that put me in this situation.I am asking Go Financial to have some compassion for my situation. My family and I could afford $1500.00. I am asking if this account could be deleted from my credit report since the creditor is not required to provide a reason to the credit bureaus as to why they deleted information previously reported. The creditor has the power to request a deletion PERIOD.I am hoping and praying that Go Financial and I could work on an amicable resolution without involving Carvana  and putting this behind all parties involved.Sincerely yours,[redacted]

March 11, 2016Marie Garcia Revdex.comPh. ###-###-####Fax ###-###-####  RE: Complaint No.  [redacted]       [redacted] 
Dear Ms. Garcia: Thank you for bringing this matter to our attention.  We appreciate the opportunity to...

address our customer’s concerns.On December 26, 2015, our customer entered into a Retail Installment Sales Contract with Frank’s Auto Repair and Sales for the purchase of a 2009 Dodge Journey. Our customer also purchased a Pre-Owned Vehicle Service Contract (a “VSC”).  GO Financial accepted assignment of the contract from the dealer and we are currently financing our customer’s purchase.  On February 26, 2016 our customer contacted GO Financial and informed that she experienced mechanical issues with her vehicle. The starter, water pump, timing belt, motor, ball joints and brakes are in need of repair or replacement.  All the repairs are covered under our customer’s VSC, except for the brakes and the ball joints.  Our customer informed that she plans to pay out of pocket to fix the brakes and ball joints. Our customer also paid for towing, rental car and the VSC deductible to initiate the covered repairs. Our customer later called on February 29, 2016, to discuss payment deferment options to help with her account payments, as she has out of pocket expenses to repair her vehicle. We advised our customer the repairs need to be completed before we can submit for approval for a payment deferral and that they must be in the loan for a minimum of six months.   We spoke with our customer on March 11, 2016 regarding her concerns and we have reached an amicable resolution.  Once the out of pocket repairs are completed and our customer submits paid in full receipts, we will assist by processing a two payment deferment.  We requested that our customer provides us her paid repair receipts by March 25, 2016, as her February payment is past due, and we would like to process her payment deferments before her account falls 30 days past due, and so that she can avoid receiving a negative remark on her credit report. As a goodwill gesture, GO Financial has mailed a $25.00 American Express Gift Card toOur customer address. GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, Denise C[redacted] GO Financial Customer Resolution Specialist

March 11, 2016Marie Garcia Revdex.comPh. ###-###-####Fax ###-###-####  RE: Complaint No.   [redacted]       [redacted] Dear Ms. Garcia: Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our...

customer’s concerns.On August 27, 2014, our customer entered into a Retail Installment Sales Contract with Carvana for the purchase of a 2012 Lexus HS 250H. GO Financial accepted assignment of the customer’s contract. On March 10, 2016, GO Financial spoke with our customer and we are working toward an amicable resolution, where we are offering our customer the option to settle her account balance. In our offer, we will agree to change the status of our trade line on our customer’s credit history. Once the settlement offer is agreed upon and paid by our customer, we will report to all three (3) major credit bureau reporting agencies that her account is “settle-charge off”. Go Financial thanks the Revdex.com for its ongoing support.  Should you have any questions or concerns, please contact Customer Relation at ###-###-####.Sincerely, Denise C[redacted] GO Financial Customer Relation Specialist  Direct Line: ###-###-####Fax: ###-###-####

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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this matter to our attention.  We appreciate the opportunity to re-address our customer’s concerns.On November 2, 2016, at 29 days past due for $249.39, excluding any additional fees, GO Financial and our customer set up payment arrangements of $150.00 to be paid on November 8 and $100.00 on November 15, 2016. On December 8, 2016, at 34 days past due for $485.65, GO Financial and our customer set up payments arrangements of $100.00 to be paid on December 14, 2016 and $100.00 on December 21, 2016. On December 21, 2016, at 17 days past due for $385.65, our customer requested to change her payment arrangement set for December 21, to be paid on December 28, 2016.On January 5, 2017, at 32 days past due for $578.78, GO Financial and our customer set up a payment arrangement of $200.00 to be paid on January 11, 2017.Our customer’s account status, at the end of January, reflected as 58 days past due for $378.78, excluding any additional fees. A 30+ day late mark was reported to the major credit bureaus and, as of April 24, 2017, the account is accurately reporting. GO Financial has attached a transaction history to show all the payments made on the account. We have reviewed the account notations, and phone conversations that took place with our customer between November and January. During these calls, we educated our customer on the importance of maintaining payment arrangements and the negative impacts should the account exceed 30 days past due.At this time, our customer’s account is reflecting a current status with an upcoming payment on May 4, 2017 for $293.13. GO Financial has not been able to make contact with our customer to discuss her concerns further. We encourage her to contact our Customer Relations department at ###-###-#### should she have any additional questions or concerns to discuss.

November 25, 2016Conciliation & Engagement SpecialistRevdex.com  Ph. (602) 212-2207Fax (602) 263-0997  Re: Complaint No.   [redacted]Dear Marie Garcia: Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our...

customer’s concerns.On April 14, 2016, our customer entered into a Retail Installment Sales Contract with National Auto Servicer, Inc. for purchase of a 2004 Audi. GO Financial is the servicer our customer’s contract. Attached is a copy of our customer’s contract.  At the time of purchase, our customer agreed to make 111 biweekly payments of $145.21 beginning May 14, 2016. Our customer made his first and second payment on time as agreed. On June 30, 2016, GO Financial mailed Dallas Forth Worth Tag and Title (DFW) a Bonded Title explanation letter requesting to secure the title as the dealer did not perfect the title within thirty days from the date of purchase. On July 13, 2016, GO Financial spoke with our customer to set up payment arrangements for the following week.  Unfortunately our customer was not able to meet the set payment arrangements.  GO Financial made several attempts to contact our customer by telephone and email to discuss payment options, but was unsuccessful. On October 1, 2016, at 111 days past due, our customer’s account charged-off. On October 4, 2016, GO Financial exercised their contractual right to secure the vehicle and assigned the vehicle for recovery.GO Financial has been diligently working with DFW to secure the title as the dealer did not perfect the title in the required timeframe.   In the state of North Carolina dealers are required to transfer the title into the customer’s name within thirty days from the day of purchase.  The dealer has failed to obtain a title in our customer’s name and has also failed to place GO Financial’s lien on the title within the state required time frame.We apologize for the inconvenience this may have caused our customer.  GO Financial was unaware our customer was unable to register his vehicle until we received this notification.  As a goodwill gesture, GO Financial would like to offer the following resolution:GO Financial agrees to: • Waive the deficiency balance of $10,564.79• Delete trade line from all three (3) major credit bureau reporting agencies. GO Financial made several attempts to contact our customer, but was unsuccessful.  GO Financial sent a letter via FedEx to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach him. Should our customer accept our offer, he would be required to sign a Full Settlement and Release of Claims.  As goodwill gesture, GO Financial has sent our customer a $25.00 American Express Gift Card to the address on file. GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at 877-235-9900. Sincerely, Denise C[redacted]Customer Service Resolution Department GO Financial

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 until for the business to perform this action, send the gift...

card and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On October 24, 2016, our customer entered into a Retail Installment Contract and Security Agreement with Carvana when she purchased a 2013 Kia Soul. GO Financial is the servicer of our customer’s contract. Attached you will find the Retail Installment Contract and Security Agreement for your...

reference.   When customer’s purchase a vehicle through Carvana, they are responsible for perfecting the title and providing it to GO Financial until the loan is paid. Between November of 2016 and January of 2017, GO Financial and our customer had a number of conversations regarding the title. Carvana was delayed in providing the title to GO Financial, we advised our customer of the delay and apologized for the length of time it was taking.   On January 16, 2017, GO Financial advised our customer the registration was completed on December 22, 2016 and perfecting the title takes 5-8 weeks from the time of registration.[EJ1]    On February 22, 2017, GO Financial sent a digital copy of the title to the email address on file and mailed a physical copy of the title to her residence.   At this time, GO Financial has not been able to reach our customer to confirm her receipt of the title copies. We will continue our efforts to ensure she has received them. We apologize for the excess delay and miscommunication on our behalf. We apologize for any inconvenience or confusion this matter may have caused. As a goodwill gesture, GO Financial has applied one monthly payment, of $208.00, towards her upcoming payment.   GO Financial thanks the Revdex.com for their ongoing support.  Should you have any questions or concerns, please contact us at ###-###-####.  [EJ1]I changed this back because I was bit confused as to why we were telling the customer something that had already been completed.

April 9, 2015[redacted] Revdex.comPh. [redacted]Fax [redacted]  RE:     ComplaintNo. [redacted]DearSir or Madam: Thank you for bringing this matter to our attention. We appreciate the opportunity to address our...

customer’s concerns. On November 6, 2015, our customer entered into a Retail Installment Sale Contractwith Super Auto Haus for the purchase of a 2005 Kia Sorento.  [redacted] accepted assignment of thecustomer’s contract from the dealer and [redacted] is currently financing thecustomer’s vehicle purchase. On April 10, 2015, we contacted our customer and reached an amicable resolution. As a good will gesture, [redacted] offered the following resolution:Settlement for customer to pay 15% of the outstanding account balance Credit bureau will show settlement paid in full Settlementoffer expires on July 10, 2015.[redacted] thanks the Revdex.com for their ongoingsupport. Should you have any questions or concerns, please contact us bycalling us at [redacted]. Sincerely, Customer Service

9/15/2015Karina RodesnoRevdex.comPh. ###-###-####Fax ###-###-####  RE: Complaint No. [redacted]Dear Ms. Rodesno: Thank you for bringing this matter to our attention.  We appreciate the opportunity to address our customer’s concerns.On March 18, 2015, our customer...

entered into a Retail Installment Sales Contract with Carvana for purchase of a 2010 Chevrolet Malibu. GO Financial is currently servicing the loan. October 2014, GO Financial suspended credit reporting for all customers to allow for enhancements within our credit reporting processes.  Credit Reporting is a complex area that must be handled carefully to ensure the integrity and accuracy of data that we are reporting to the credit reporting agencies. Credit reporting resumed in May 2015 for customers who had not filed for bankruptcy prior to their vehicle purchase. Our systems required additional enhancements to ensure accuracy in reporting trade lines for those customers who had filed bankruptcy prior to their vehicle purchase.  GO Financial has continued to place focus on enhancing our credit reporting processes for all customer accounts, and we are pleased to inform that we have begun reporting to all three major credit reporting agencies. Additionally, we have verified that our customer’s account will be included in the next file delivery to the three major credit bureaus, and our customer’s credit bureau will reflect their exemplary payment history.GO Financial has mailed a credit rating letter to our customer so they can provide to potential creditors. We strongly encourage our customer to keep a copy for their records. We apologize for any inconvenience our system enhancements have caused for our customer.  It was crucial that GO Financial completed these system enhancements in order to ensure integrity in our credit reporting data.  As a goodwill gesture, GO Financial is sending our customer a $25.00 [redacted] Gift Card.  GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at ###-###-####. Sincerely, GO Financial

The scenario explained in the response from Go Financial is in no way what happened. I informed Ms [redacted] that a representative of Go financial promised me that that the arrangement we made would keep me from incurring a 30 day late. I asked Ms [redacted] to listen to the phone call. 
She said she would listen to the phone call and give me a call back. I have tried to contact Ms [redacted] for the last two(2) days but to my knowledge she has not returned my phone calls.  This is yet another broken promise by Go Financial.  This  lack of communication form Go Financial is a testament of the qualify of Service Go Financial provides. 
 
I urge the Revdex.com of Arizona to no allow this issue to be resolved without action form Go Financial. 
 
I also reject the 25 Dollar Give card promised by Go Financial. My conformity is not for sale.

My main concern was not the additional 2 weeks it took you guys to apply the loan.. My problem is that you representative told me to sign the wrong name when I called and even after I said I thought she was wrong...

I was told buy your representative in the 13th of September that I needed to sign the wrong name. Which delayed the payment an entire month causing me to have to pay an additional months interest because I had to resend all the paperwork.. Be cause your rep gave me the wrong info and your company blamed my insurance.. Right you just say on the 13th Your rep told me wrong and that delayed payment for a month that is what I want fixed September 13th through the 19 the I should have had that paid a month sooner but your company screwed up not me.. Your 50$ gift card doesn't make up for 200 thanks though.. Your company is a joke I will never recommend or get a loan through you again.

September 21, 2016Marie GarciaRevdex.comPh. (602) 212-2207Fax (602) 263-0997 RE: Complaint No.[redacted]Dear Ms. Garcia: Thank you for bringing this matter to our attention....

 We appreciate the opportunity to address our customer’s concerns.On March 27, 2016 our customer entered into a Retail Installment Sales Contract with Carvana for the purchase of a 2005 Ford Expedition.  GO Financial is the servicer of our customer’s contract. At the time of purchase, our customer agreed to make 31 monthly payments of $292.96, beginning April 26, 2015.On June 29, 2015, our customer’s account became past due and was not brought current again. On November 30, 2015, at 96 days past due, our customer’s account charged off due to non-payment. At this time,  GO Financial would like to offer the following resolution: • Waive the deficiency balance of $5,805.24• Delete our customer’s credit reporting from all three (3) major credit reporting agencies. We have made several attempts to contact our customer to advise him of our offer of assistance, but have been unsuccessful.  On September 19, 2016, GO Financial sent a letter to our customer outlining the deletion of our customer’s trade line with the three major credit reporting agencies. Please allow 30-60 days for this update to reflect. We appreciate our customer’s patience in working with GO Financial through this situation.  As a goodwill gesture, GO Financial has mailed our customer a $25.00 American Express Gift Card. GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at 877-235-9900. Sincerely,  Denise C. GO Financial Customer Service Resolution Specialist

Thank

you for bringing this matter to our attention. 

We appreciate the opportunity to re-address our customer’s concerns.On November 7, 2016, GO Financial contacted our customer in efforts to

come to an amicable resolution with him. 

Unfortunately, we were unable to discuss our customer’s concerns with

him, per his request. We encourage him to contact us at [redacted] for

further assistance. At

the time of purchase, our customer agreed to make 47 monthly payments of

$328.00 beginning April 4, 2016.  GO Financial reports payments made to the

credit reporting agencies, along with the current principal balance,

accurately.  We report both positive and

negative information to all (3) major credit reporting agencies.   Go Financial would like to reach an amicable resolution with our

customer. Unfortunately, we cannot address his concerns until we speak with him

and receive a copy of his bank statement as previously requested, for further

review. We thank the Revdex.com for this ongoing support.  Should you have any questions or concerns,

please us at [redacted].

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

December 16, 2016Conciliation & Engagement SpecialistRevdex.comPh. (602) 212-2207Fax (602) 263-0997RE:     Complaint No.   11855577Dear Marie Garcia:Thank you for bringing this matter to our attention....

 We appreciate the opportunity to address ourcustomer’s concerns.On October 10, 2015, our customer entered into a Retail Installment Contract with Diamond Auto Sales, for the purchase of a 2010 Dodge Avenger.  GO Financial is the servicer of our customer’s contract. Attached you will find the Retail Installment Contract and Security Agreement, for your reference.At the time of sale, our customer agreed to make 42 payments of $371.08 and one final payment of $370.56, beginning November 14, 2015.On October 27, 2016, our customer contacted GO Financial requesting a modification due to a financial hardship she had experienced. Our customer advised that she was out of work for 6 months, but had recently regained employment. In order to be eligible for a modification, our customers need to be out of their financial hardship. Our customer qualified and a loan modification was approved. Our customer’s new scheduled payoff date is July 14, 2019. Loan extensions are contract modifications that allow past due payments to be moved to the end of the loan, bringing the account back to a current status; however, as this is a Simple Interest loan, interest still accrues.On December 6, 2016, GO Financial contacted our customer regarding the remaining balance on the account. We advised that in a simple interest loan, interest is charged per day, on the remaining financed balance. Each payment made would first apply towards the amount of daily interest accrued. Any additional amount paid would then be applied to the principal balance of the loan. We explained to our customer that making a late payment causes more of the payment to be applied towards interest instead of principle balance.Our customer has an extensive payment history showing the loan has been 31 days past due two times, 20 days past due two times, 10 days past due three times, and 5 days past due five times. Our customer inquired if GO Financial can refinance her loan, lower APR or lower monthly payments.  We advised our customer that we are unable to refinance loans. We encouraged our customer to seek a third party financial institution to refinance her loan.On December 16, 2016, GO Financial contacted our customer again concerning her balance.  Our customer had concerns that the balance was not decreasing.  Again, we explained that this is a Simple Interest loan and that the payment will be applied to the interest first and any remaining amount will be applied towards the principal balance.  Our customer asked if the full payment could be applied towards the principal balance only.  We advised her that per the terms of the signed Contract, we are unable to accommodate her request to apply the full payment towards the principal only.We apologize for any confusion this may have caused our customer. As a goodwill gesture, GO Financial will credit our customer’s account $25.00.GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at 877-235-9900.Sincerely, Denise C[redacted]Customer Relations Specialist

November 25, 2016Conciliation & Engagement SpecialistRevdex.com  Ph. (602) 212-2207Fax (602) 263-0997  Re: Complaint No.   [redacted]
Dear Marie Garcia: Thank you for bringing this matter to our attention....

 We appreciate the opportunity to address our customer’s concerns.On April 14, 2016, our customer entered into a Retail Installment Sales Contract with National Auto Servicer, Inc. for purchase of a 2004 Audi. GO Financial is the servicer our customer’s contract. Attached is a copy of our customer’s contract.  At the time of purchase, our customer agreed to make 111 biweekly payments of $145.21 beginning May 14, 2016. Our customer made his first and second payment on time as agreed. On June 30, 2016, GO Financial mailed Dallas Forth Worth Tag and Title (DFW) a Bonded Title explanation letter requesting to secure the title as the dealer did not perfect the title within thirty days from the date of purchase. On July 13, 2016, GO Financial spoke with our customer to set up payment arrangements for the following week.  Unfortunately our customer was not able to meet the set payment arrangements.  GO Financial made several attempts to contact our customer by telephone and email to discuss payment options, but was unsuccessful. On October 1, 2016, at 111 days past due, our customer’s account charged-off. On October 4, 2016, GO Financial exercised their contractual right to secure the vehicle and assigned the vehicle for recovery.GO Financial has been diligently working with DFW to secure the title as the dealer did not perfect the title in the required timeframe.   In the state of North Carolina dealers are required to transfer the title into the customer’s name within thirty days from the day of purchase.  The dealer has failed to obtain a title in our customer’s name and has also failed to place GO Financial’s lien on the title within the state required time frame.
We apologize for the inconvenience this may have caused our customer.  GO Financial was unaware our customer was unable to register his vehicle until we received this notification.  As a goodwill gesture, GO Financial would like to offer the following resolution:GO Financial agrees to: • Waive the deficiency balance of $10,564.79• Delete trade line from all three (3) major credit bureau reporting agencies. GO Financial made several attempts to contact our customer, but was unsuccessful.  GO Financial sent a letter via FedEx to our customer’s address on file. The purpose of this letter is to inform our customer of our attempts to reach him. Should our customer accept our offer, he would be required to sign a Full Settlement and Release of Claims.  As goodwill gesture, GO Financial has sent our customer a $25.00 American Express Gift Card to the address on file. GO Financial thanks the Revdex.com for its ongoing support. Should you have any questions or concerns, please contact us by calling us at 877-235-9900. Sincerely, Denise C[redacted]Customer Service Resolution Department GO Financial

the reason my account was 55 days behind was because I stopped future payments until go financial would resolve the issue of drafting payments out of my account more than 1 time a month. I refuse to accept a 25.00 credit.they can have the car back and not pay me back what I have paid in if they agree not to put it on my credit as a reposession. thats only agreement I will accept!

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.On April 4, 2016 our customer entered into a Retail Installment Sales with PGF Automotive LLC for the purchase of a 2012 Kia Forte. Go Financial is the servicer of our customer’s...

contract. On November 2, 2016, GO Financial spoke with our customer regarding his account status, at this time his account was 55 days past due. GO Financial advised our customer the last payment received was on August 14, 2016. We also advised our customer that two payments were returned on his account. The payment made on April 15, 2016 in the amount of $328.00 was returned on April 21, 2016 due to insufficient funds. Our customer made another payment on September 23, 2016 in the amount of $341.00 was returned on September 28, 2016 due insufficient funds. Our customer advised his bank statement shows both payments were debited from his bank account. We requested our customer fax a copy of his bank statement for further review.On November 3, 2016, our customer called and advised he will fax bank statement over. We advised our customer that once we receive bank statement we will review and follow up with him. On November 7, 2016, GO Financial contacted our customer to discuss his concerns. Our customer informed our representative that he cannot discuss his account with GO Financial due to the open complaint.Unfortunately, we cannot address our customer’s concerns unless we speak with him and receive a copy of his bank statement to review. Additionally, we are unable to refund any money to our customer. We request our customer contact GO Financial at [redacted] to discuss the matter further.We apologize for any confusion or inconvenience this may have caused our customer. As a goodwill gesture, GO Financial we will credit our customer’s account $25.00. GO Financial thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please us at [redacted].

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.Other than a phone call stating that they were made aware a complaint that we filed with the Revdex.com we have received nothing showing this issue was resolved.  We requested an account statement IN WRITING, both through this complaint as well as on the phone showing the payments applied as well as the additional principle, and have never received anything.  Since this was not a one time issue, but instead a repeat issue we would like to ensure this is handled correctly.  They seem to not understand this.  The last thing we want is more phone calls with repeated apologies, only to have it happen again.  We are again requesting an account statement showing the resolution and the up to date account information.  We were not asking for an apology we would like to see the account information in writing.

Regards,[redacted]