We apologize for the experience Customer had with our representativesWe always strive for excellent customer service and thank Customer for bringing this to our attention so we can review it with the respective employees for training so they can improve in the future We had our quality assurance team review both calls and address concerns with the two employeesAs requested, the VP of our loan servicing department reached out to Customer on three occasions- twice on October and once on October She left a voicemail on the 12th and the box was full when she called on the 13th If Customer would still like to speak with the VP of our loan servicing department we encourage him to call ###-###-#### and ask for the VP of Loan ServicingWe apologize again for the sub-par experience Customer had and hope that future interactions with us will be an improvement
We reviewed the complainant’s account to verify the details in the complaintWe thank the complainant for bringing this to our attention so we can best serve our customersWe find it unfortunate that the complainant felt that their experience was negativeWe strive to provide the highest quality customer service and take issues regarding customer service very seriouslyA cease and desist has been placed on the accountThere will no longer be any phone calls from our collections department to the complainantFDCPA §prohibits debt collectors from calling someone repeatedly or continuously with the intent to annoy, abuse, or harass any personOur company policy is to strictly adhere to the FDCPA guidelinesWe strive to both serve our customers with respect and courtesy while protecting our business interestsOur intent is not to annoy, abuse, or harass, but to provide the customer with every opportunity to stay current on their loan to keep their vehicle and maintain/improve their credit Complainant claims that we “have no proof that the car loan was paid or that the monies were received by the car dealership.” We have attached information showing that we funded the dealership the amount agreed upon for the deal to go forwardBecause the complainant performed a voluntary surrender, the credit bureaus look at that as though the person is unable or unwilling to make their car payments, which will have a negative impact on their credit reportUntil the vehicle is paid off by either the dealer or the complainant, the loan will still appear on their credit reportThe complainant entered a legally binding contract with the dealership and our institution stating that they will continue to make payments until the term of the contract or the principal of the loan is metThe contract has been funded, and as such is enforceable until paid off by either the complainant or the dealershipWe find it unfortunate that the customer has had such a difficult time during this processif there is anything else that we can do to assist them with this problem, feel free to contact usWe will do everything on our power to resolve any problems that may arise
Complaint: [redacted] I am rejecting this response because: I was promised a letter from the prime acceptance on letterhead that my account was closed and the item may be removed from the credit report which is well within my rights I was promised to have that letter within to weekI don't care if they say they don't do deletion lettersThe fact is they are able to supply such paperwork no problem at all The account is closed with balance and they simply do not want to honor their word Sincerely, [redacted]
We reviewed complainant’s account to verify the details in the complaintWhile it is unfortunate that complainant is having a difficult time, they entered into a contract with our company, with the vehicle as collateral, that gave us express rights to repossess it if certain conditions were not metThe payment arrangement was also not fulfilled by the specified date, they were scheduled to pay on the 18th of May, we received payment on the 19th at noonThey have been late on all payments since the inception of the contract, as well as having no insurance on the vehicleBecause of this, we have exercised our right to repossess the vehicleThe contract signed by the complainant contains a clause that gives us express rights to “require you immediately pay us, subject to any refund required by law, the remaining unpaid balance of the amount financed, finance charges, and all other agreed charges.” We also retain the right to “ sell the property and apply what we receive as provided by law to our reasonable expenses of repossessing, storing, preparing for sale...” The complainant can redeem the vehicle by paying the repo fees, past due balance, and providing proof of insurance on the vehicleIf this resolution is acceptable, we encourage them to contact usWe will hold the collateral for an additional daysYou can contact Stacie M***, the assistant manager of recovery, at 801-312-
As stated in our original response, interest accrues daily so the balance will always be changingThis is not a "shady" practice; this is standard with any loanThat is why lenders will give day payoffs, day payoffs, etc As to the statements, statements are auto generated, so Customer's payoff may have crossed paths with the statement (which it appears there was a delay with your payoff since we had to reprocess Customer's final check, so this very well is likely the cause)Once an account is marked as paid in our system the statements are no longer generatedWe are unsure why Customer is questioning the existence of a month loan in generalLoans can be made for any term in order to meet the needs of a customer and a lenderIf Customer will please refer to her original paperwork, the contract that she signed on 6/28/states under "SECTION B: DISCLOSURE MADE IN COMPLIANCE WITH FEDERAL TRUTH-IN-LENDING ACT" that the number of payments to be made was We are unsure why customer thinks that the term was months, but this is a misunderstanding on Customer's partFinally, as we stated in our previous response to Customer, the loan was paid off and closed on our endIf Customer received a statement shortly thereafter that is simply because it was generated before the final payment was entered in our systemThat statement can be disregarded since the loan is closed.We hope that this resolves all of Customer's concerns and wish her the best
We reviewed Customer’s account to verify the details in the ComplaintThe dealership was closed during the time that the complainant was making payments for the vehicleWe have been trying to work with a third party bonded title company, however the owner has been unresponsive to our inquiriesWe feel that, although we are just the finance company and have no responsibility regarding the transference of title or registration to the customer, it would be irresponsible to not help a customer who is having a difficult time getting the paperwork they need to legally and properly operate the vehicle they purchasedWhile we do not agree with the actions of the owner of the title company, we have no control over whether he will return our weekly inquiries or requestsThe only person who would be able to get the paperwork that the complainant needs would be the Bonded title company ownerWe are doing everything in our power to ensure that the complainant can get the help he needsWe will continue to reach out to the title company owner and explain the situation on the complainants behalf until this comes to an amicable resolutionOne possible avenue for the complainant, seeing as though he is a Texas resident, would be to file a suit with the office of administrative hearings to determine if he has the right to a title and if the judgement were in his favor, the bonded title company would be required to get him his registration and title
We apologize for the experience Customer had with our representativesWe always strive for excellent customer service and thank Customer for bringing this to our attention so we can review it with the respective employees for training so they can improve in the future We had our quality assurance team review both calls and address concerns with the two employeesAs requested, the VP of our loan servicing department reached out to Customer on three occasions- twice on October and once on October She left a voicemail on the 12th and the box was full when she called on the 13th If Customer would still like to speak with the VP of our loan servicing department we encourage him to call ###-###-#### and ask for the VP of Loan ServicingWe apologize again for the sub-par experience Customer had and hope that future interactions with us will be an improvement
We reviewed the complainant’s account to verify the details in the complaintWe thank the complainant for bringing this to our attention so we can best serve our customersWe find it unfortunate that the complainant felt that their experience was negativeWe strive to provide the highest quality customer service and take issues regarding customer service very seriouslyA cease and desist has been placed on the accountThere will no longer be any phone calls from our collections department to the complainantFDCPA §prohibits debt collectors from calling someone repeatedly or continuously with the intent to annoy, abuse, or harass any personOur company policy is to strictly adhere to the FDCPA guidelinesWe strive to both serve our customers with respect and courtesy while protecting our business interestsOur intent is not to annoy, abuse, or harass, but to provide the customer with every opportunity to stay current on their loan to keep their vehicle and maintain/improve their credit Complainant claims that we “have no proof that the car loan was paid or that the monies were received by the car dealership.” We have attached information showing that we funded the dealership the amount agreed upon for the deal to go forwardBecause the complainant performed a voluntary surrender, the credit bureaus look at that as though the person is unable or unwilling to make their car payments, which will have a negative impact on their credit reportUntil the vehicle is paid off by either the dealer or the complainant, the loan will still appear on their credit reportThe complainant entered a legally binding contract with the dealership and our institution stating that they will continue to make payments until the term of the contract or the principal of the loan is metThe contract has been funded, and as such is enforceable until paid off by either the complainant or the dealershipWe find it unfortunate that the customer has had such a difficult time during this processif there is anything else that we can do to assist them with this problem, feel free to contact usWe will do everything on our power to resolve any problems that may arise
Complaint: [redacted] I am rejecting this response because: I was promised a letter from the prime acceptance on letterhead that my account was closed and the item may be removed from the credit report which is well within my rights I was promised to have that letter within to weekI don't care if they say they don't do deletion lettersThe fact is they are able to supply such paperwork no problem at all The account is closed with balance and they simply do not want to honor their word Sincerely, [redacted]
We reviewed complainant’s account to verify the details in the complaintWhile it is unfortunate that complainant is having a difficult time, they entered into a contract with our company, with the vehicle as collateral, that gave us express rights to repossess it if certain conditions were not metThe payment arrangement was also not fulfilled by the specified date, they were scheduled to pay on the 18th of May, we received payment on the 19th at noonThey have been late on all payments since the inception of the contract, as well as having no insurance on the vehicleBecause of this, we have exercised our right to repossess the vehicleThe contract signed by the complainant contains a clause that gives us express rights to “require you immediately pay us, subject to any refund required by law, the remaining unpaid balance of the amount financed, finance charges, and all other agreed charges.” We also retain the right to “ sell the property and apply what we receive as provided by law to our reasonable expenses of repossessing, storing, preparing for sale...” The complainant can redeem the vehicle by paying the repo fees, past due balance, and providing proof of insurance on the vehicleIf this resolution is acceptable, we encourage them to contact usWe will hold the collateral for an additional daysYou can contact Stacie M***, the assistant manager of recovery, at 801-312-
As stated in our original response, interest accrues daily so the balance will always be changingThis is not a "shady" practice; this is standard with any loanThat is why lenders will give day payoffs, day payoffs, etc As to the statements, statements are auto generated, so Customer's payoff may have crossed paths with the statement (which it appears there was a delay with your payoff since we had to reprocess Customer's final check, so this very well is likely the cause)Once an account is marked as paid in our system the statements are no longer generatedWe are unsure why Customer is questioning the existence of a month loan in generalLoans can be made for any term in order to meet the needs of a customer and a lenderIf Customer will please refer to her original paperwork, the contract that she signed on 6/28/states under "SECTION B: DISCLOSURE MADE IN COMPLIANCE WITH FEDERAL TRUTH-IN-LENDING ACT" that the number of payments to be made was We are unsure why customer thinks that the term was months, but this is a misunderstanding on Customer's partFinally, as we stated in our previous response to Customer, the loan was paid off and closed on our endIf Customer received a statement shortly thereafter that is simply because it was generated before the final payment was entered in our systemThat statement can be disregarded since the loan is closed.We hope that this resolves all of Customer's concerns and wish her the best
We reviewed Customer’s account to verify the details in the ComplaintThe dealership was closed during the time that the complainant was making payments for the vehicleWe have been trying to work with a third party bonded title company, however the owner has been unresponsive to our inquiriesWe feel that, although we are just the finance company and have no responsibility regarding the transference of title or registration to the customer, it would be irresponsible to not help a customer who is having a difficult time getting the paperwork they need to legally and properly operate the vehicle they purchasedWhile we do not agree with the actions of the owner of the title company, we have no control over whether he will return our weekly inquiries or requestsThe only person who would be able to get the paperwork that the complainant needs would be the Bonded title company ownerWe are doing everything in our power to ensure that the complainant can get the help he needsWe will continue to reach out to the title company owner and explain the situation on the complainants behalf until this comes to an amicable resolutionOne possible avenue for the complainant, seeing as though he is a Texas resident, would be to file a suit with the office of administrative hearings to determine if he has the right to a title and if the judgement were in his favor, the bonded title company would be required to get him his registration and title