Innovate Auto Finance

Mr***,This complaint has been resolvedThe information that you requested to be sent to your bank was faxed on 3/11/ That information should be satisfactory for your bank to release the funds back to youIf it is not, please contact [redacted] ***, the customer service supervisor to assist further.Thanks,Innovate Auto Finance

Complaint: [redacted] I am rejecting this response because:I was never informed that my lease was being transferred to another company I never agreed to this I have never heard of this company Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: this report isn't coming from clay cooley it shows from InnovateClay Cooley never reported any missed payments Regards, [redacted] ***

Your complaint was reviewed by Innovate. Your loan is currently only being serviced by Innovate on behalf of Peritus Portfolio Services. The loan term in our system is incorrect but is being corrected. A copy of your contract is attached to this response. Although the loan term is incorrect,... the balance is not. Our records reflect that a settlement has now been sent to management for review. Repair documentation is needed in order to proceed. Once this loan is settled, the title to your 2004 Dodge Ram will be released to you and your credit will be updated to reflect it was paid with a zero balance. Regards, Innovate Auto Finance

Complaint: [redacted] I am rejecting this response because:I always made my payments on timeI always paid before the due datesYour company has a reputation of doing this to your customersThis balance is not my responsibility and you KNOW it!!! And, if you feel good about trying to ruin my credit when your company claims to help people rebuild then so be it! Your company is horrible and you guys are going to "reap what you sow" when you treat people like this! Regards, *** ***

Ms***, We regret to hear of your negative customer service experienceIn researching the account, we have listened to the phone call in question to identify corrective action and additional coaching to the customer service agent in question At Innovate Auto Finance, we strive to provide quality customer service experience for all of our customersWe value your feedback and request that you please not hesitate to contact us again if you have any further issues or questions regarding your accountRegards, Innovate Auto Finance

Ms***, Thank you for your patience while Innovate reviewed your complaint Unfortunately, your request for email confirmations after your payment has been received is not an option That is not currently our policy when you mail in a paymentWe are only able to verbally provide that information for youIf you would like an email confirmation, it may be easier for you to pay your bill through your bank's bill pay systemIn order to set that up you would need to know your account number, our payment address, the payment amount and due dateThat option would allow for you to see when the payment reached us and when it cleared your bank and can be viewed onlineRegards,Innovate Auto Finance

On September 13, 2016, the servicing of Ms [redacted] vehicle lease with Breeze Labs, Incwas transferred to Innovate Auto FinanceThis servicing transfer was a transaction and in no way affected the terms or conditions of Ms [redacted] Membership Agreement / Vehicle Lease contract with Breeze Labs Ms [redacted] does not have a “debt” with Innovate Auto Finance, Innovate Auto Finance merely provides servicing on her vehicle lease with Breeze Labs, Inc Servicing includes: payment processing, customer support and other servicing-related issuesPrior to the servicing transfer, Ms [redacted] was sent a ‘Goodbye Letter’ from Breeze Labs, Incinforming her of the upcoming change, and, subsequently, was sent a ‘Welcome Letter’ from Innovate Auto Finance, further explaining the servicing change and providing relevant information concerning Innovate Auto Finance (website address, phone numbers, mailing address, service hours, etc.) As has been communicated to Ms [redacted] over the phone by Innovate’s customer service agents, the transfer of servicing from Breeze Labs, Incto Innovate Auto Finance did not change the terms of her Membership Agreement / Vehicle Lease Contract with Breeze Labs, Inc This Agreement, with the agreed upon payment schedule / fee structure and payment terms with her Dwolla or Stripe account, is still in effectPer her Agreement with Breeze Labs, Ms [redacted] has a weekly payment of $that is due every Monday Also, per her Agreement, she may be charged a Balance Carry Over Late Fee of the lesser of 2% of the beginning balance for the week or $if her account has a balance that is past due as of 12:a.mon MondayAs of today, January 16, 2017, Ms [redacted] has a past due balance of $ This includes past due weekly payments for: $(11/28/2016) & $1,(12/5/16, 12/12/16, 12/19/16, 12/26/16, 1/02/17, 1/9/and 1/16/17) The past due balance also includes a Balance Carryover Fee of $(for the weeks of 12/4/16, 12/11/16, 12/18/16, 1/1/, 1/08/2017, 1/15/17)In addition to these fees, there are also Citation/Toll fees of $and No Earning Fees of $Ms [redacted] is aware of her payment obligations as she has spoken to Innovate’s customer service agents regarding the past due balance as well as receiving weekly statements for her account that include the amount currently due, past due balance, and an itemization of chargesPer her requests, Innovate did send two copies of her payment historyThey were mailed on 10/17/and 11/18/For her records, a copy will be attached to this responseAt Innovate Auto Finance, we strive to provide quality customer service experience for all of our servicing clientsWe appreciate Mr [redacted] questions and feedback and advise her to not hesitate to contact us again if she has any questions regarding her account

Ms. [redacted] : Thank you for your patience while Innovate is researching your complaint. We are still in the process of trying to get in contact with the owner of [redacted] to verify and get confirmation of the payments you made to them prior to Innovate purchasing the loan. Once we... receive that information, we will be able to credit your account. Once resolved, we will notify the BBB and also contact you directly. Regards,Innovate Auto Finance

Ms***, Complaint ID#: *** Innovate Loan Servicing Corporation (“Innovate”) is submitting this letter in response to your complaint with the Revdex.com (“Revdex.com”) filed on January 4, 2018. We regret to hear of the dissatisfaction of the handling of your loanOn May 25,
2016, your Mercedes Benz C Class, VIN *** was secured by Innovate. The maturity date on your loan is December 17, Our records indicate that on June 10, that you contacted our office to confirm if the unit was sold and was advised it was not as you were intending to pay the deficiency balanceOn June 20, we received auction proceeds to apply toward the balanceUnfortunately, our records don’t indicate that you were every advised you didn’t have a balanceOnce the vehicle sold, and all fees applied the deficiency balance was $7,A copy of the breakdown has been attached to the complaintIf you would like to settle on the balance, please contact our office at (888) 904-Innovate trusts this information and documentation will allow the Revdex.com to close this matter satisfactorilyIf there is any more required, please do not hesitate to contact us at the number listed above Regards, Innovate Auto Finance

Dear Ms***Thank you for bringing this matter up. As you will see on the attached from our loan system we have not reported any missed payments on your account. We have recently had issues with customers who are getting credit information from apps like CreditKarma who are showing
increased balances and missing payments. If this is the case please feel free to send us a copy of this information so we can report it to the bureau. As we only report payment information and balances we do not produce credit scores, those are generated by the credit bureaus. Also please understand that we report credit information at the end of each month, so that it takes up to days for this information to reflect on your credit reportFeel free to reach out if you have additional concerns.Best regards,Innovate Auto Finance ref acct ***

Ms***, We regret to hear of your dissatisfaction with the handling of your loanYour account has been reviewed to address your concernsWe’ve pulled our records and were unable to find another customer with your contact informationYou have a simple interest loan with an interest rate of
19.99%Your balance will change daily until you make a payment and it will go downThe per diem or daily change may be the cause for the amount changing when you call in to confirm the payoffOur records show you were quoted a payoff on 6/2/in the amount of $1,116.75. Previously, a payment was quoted to you on 5/18/with a post-dated payment that was removed so that balance would not be correctA disclaimer was read to you and our records reflect you agreed to a payment being drafted on 5/27/17, that payment was drafted the day you indicated for it to beThe current balance today is $A copy of your payment history has been attached for you to reviewAt Innovate Auto Finance, we strive to provide quality customer service experience for all of our customersWe appreciate your concerns and feedbackPlease contact our office if you have any further questions after you review the attached documents. Regards,Innovate Auto Finance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I have sent numerous forms in along with my personal check to set up automatic paymentsThis is the second complaint regarding this same issue, I have taken pictures to show proof that the paperwork and check was filled out together and mailed togetherThe paperwork that needs to be signed is the paper that is sent in the mail with innovates addressStill they tend to receive my check but no paperworkEvery payment I have to pay over the phone because of "the paperwork being not there", charges me $each time and $if a person is live on the phoneI did not purchase my vehicle from innovate so I had not signed any contract through themI continued to pay my bill as in good faith that they would treat me fairly and not give any stress pertaining to setting up an automatic payment.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I have been stressing over the automatic payments being set up, and my bill being late due to "the paperwork not bring there"I want this issue to be resolved and desire some type of compensation for the amount of stress sent to me

Ms*** We raised this issue with our contacts at Clay Cooley and they advised that the reporting issue is with their reporting. They have asked that you resubmit your request through Transunion so that they can make the correction on their reporting.Sorry for the inconvenience.Best regards,*** ***Chief Risk Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This company never contacted me, nor did the previous loan servicer, they have nothing verifying that they did contact me, because I am sure I would have received something, and still have notIf their information was not correct from Tag Financial (as stated in their reply) then how would they have contacted me? They ordered a repossession without my knowledge of this company having anything to do with my vehicleThey did not show concern when I tracked down this business, and the manager slipped up and said she worked for Tag financialThe same company that I purchased from but that now has no website, has no phone number, and office is closed down Something shady is going on with this companyI never signed any contract with them, and I believe they have the burden of letting someone know if they've bought their loanThey stole my vehicle and I still had to pay $to get my belongings.From what I have gathered, Accord Financial purchased my title from Tag Financial when they went into bankruptcyThey then highered Innovative to service all the loans they purchasedInnovative dropped the ball and did not contact me, but rather just allowed a certain amount of time and then just ordered a repossessionA way for them to get more money for the same vehicle.
Regards,
*** ***

Ms***, We regret to hear of your dissatisfaction with the handling of your loanYour account has been reviewed to address your concernsThe month deferment that you requested has now been approved. We apologize for any inconvenience getting this approved has causedAt Innovate
Auto Finance, we strive to provide quality customer service experience for all of our customersWe appreciate your concerns and feedbackPlease contact our office if you have any further questions after you review the attached documents. Regards, Innovate Auto Finance

Mr***,We are unable to determine what is happening to the authorization forms that you are mailing in. The transaction department has looked through old documents and faxes per the last correspondence sent to you and nothing has been received.As a resolution to this issue, if you are willing to confirm that the bank routing and account information from the check you mailed in April is the account you wish to use, we can make a concession and use that to setup the automatic payments going forwardPlease respond to this response as soon as possible so that we can proceed to ensure you do not have any further issues. Sincerely, Innovate Auto Finance

Mr. ***,We are still waiting for your response to the message that was sent on 5/11/16. Our records reflect that you called in on 5/to see if the auto-pay was setup up but did not confirm what was mentioned in the message. Please advise per the previous message sent if the bank routing and account information from the check you mailed in April is in fact where you would like the payments debited from monthly. Your cooperation is necessary to try to assist with resolving this issue.Please respond to this message or contact Eddie (collections supervisor) directly at ###-###-#### so that we can have your loan updated and resolve this complaint. Regards,Innovate Auto Finance