Reliable Credit Association, Inc. (WA) Reviews (21)
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Reliable Credit Association, Inc. (WA) Rating
Description: Consumer Finance & Loan Companies, Savings & Loan Associations, Financial Services, Escrow Service, Financing Consultants, Loan Servicing, Financial Planning Consultants, Financing, Loans, Loans - Small Business
Address: 14916 E Sprague Ave, Spokane Valley, Washington, United States, 99216-2151
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Great customer service easy to work with even without perfect credit!
NEVER GO TO THIS COMPANY!!!! If you fall on any hardship expect your vehicle to go missing even after making a plan! They are money hungry and that’s IT! I see many other reviews with this same issue, they Repossessed our truck AFTER saying they will work with us through COVID-19! Having the truck impacted our credit negatively! I am so so sorry to everyone else who has had to experience this, please NEVER do business with them. They have poor Revdex.com ratings and ratings everywhere. They repossessed our truck and then REFUSED to give my sons car seat and our belongings out of it unless we paid over $4,000! We were 60 days late because of COVID and they said that we can do partial payments of whatever we can afford and just to keep them updated. This was FIVE days ago. *** company, stay far far away. There is SO much more, but I’d have to write a book. UNRELIABLE CREDIT
I contacted reliable credit asking for them to terminate my contract, or reduce loan financed! Every month I've been having to take the car to the auto shop and I've had it since August 2019. Now the car STILL isn't running. $6000 is still owed per contract and I've already paid over $3000 worth of repairs. Headlights are new, so is the battery, catalytic converter and spark plugs! Its been sitting the parking lot for 2 days now. After all repairs the car still isn't worth half of loan amount. I CAN SEND YOU RECEIPTS, PLEASE HELP!!!
Reliable Credit Association, Inc. (WA) (“Reliable”) received
the consumer’s complaint regarding her vehicle. On August 29, 2019, the consumer purchased the vehicle from Cars R Us
Auto Sales (“dealer”) pursuant to a retail installment contract (“contract”). The dealer subsequently assigned the contract
to Reliable. Reliable had no involvement
in the consumer’s choice of vehicle or negotiation of the terms of the vehicle
purchase or the contract. It is
unfortunate that the consumer is dissatisfied with the vehicle. However, Reliable is the assignee of the
contract and is not responsible for the mechanical reliability of the
vehicle. Regardless of the purported
mechanical issues, the consumer is responsible for adhering to the terms of the
contract. Reliable previously offered to
work with the consumer on her monthly payments while the vehicle was being
repaired but the consumer was not interested in such assistance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I will accept Reliable Credit's assistance to extend my monthly payments due, as I am not currently working and through the next couple of weeks due to the COVID19 crisis.
Sincerely
My father died suddenly, leaving behind his car loan from Reliable Credit. After calling all his debtors to inform them of his passing and ensure all debts are paid in a timely manner, Reliable Credit refused to release any information without the death certificate. As anyone who has dealt with being the executor of someones estate knows, death certificates take a couple of weeks to be sent from the morgue to the state to the executor. They informed me that with the Death Certificate, they could release the information, quoting privacy laws and "company policies". Fine, that makes sense for his personal information, but I just want to make a payment so the car doesn't get repossessed and we don't get hit with a huge late fee. They refused to give me the car payment amount or the account number, or accept payment over the phone. This has nothing to do with privacy law, that is a crooked company trying to exploit people in a very difficult situation and trying to squeeze money out of poor people.
In addition, once the death certificate was presented in person, they still refused to give us the account number and payment amount, or the payoff balance. So even after presenting the proper documentation, they are trying to scam us out of more money.
Reliable Credit Association, Inc. (WA) (“Reliable”) received the consumer’s complaint on January 6 and conducted an investigation. The consumer is the daughter of a Reliable customer who is recently deceased. The consumer complains that Reliable refused to release any information to her on December 23 about her deceased father’s account without a death certificate. As explained below, federal privacy law prohibits Reliable from sharing customer account information with third parties absent specific exceptions.
The Federal Gramm-Leach-Bliley Act (“GLBA”), 15 U.S.C § 6801, et seq prohibits Reliable from releasing NPI to a third party absent specific exceptions set forth in the statute. None of those exceptions are applicable here. In the case of a customer’s death, Reliable may be willing to release very limited information to a family member, but only if Reliable can confirm the customer’s death via receipt and review of a death certificate. If a death certificate is not readily available Reliable attempts to form a reasonable belief that the customer is deceased, for example, through an internet search to locate an obituary.
Here, the consumer called Reliable on December 23 and asked for information related to her father’s account. The consumer said she had a death certificate that she could send to Reliable. Reliable also performed an internet search to obtain confirmation of the customer’s death, but could not find an obituary or similar information to form a reasonable belief that the customer was deceased. The consumer continued to ask Reliable for account information and Reliable repeated its position that we may release some information upon receipt and review of the death certificate. The consumer hung up the phone. Reliable called the consumer on December 26 to follow up on the death certificate. The consumer stated that she would get it from her mom and hung up the phone. On December 30, the customer’s spouse presented the death certificate to Reliable’s Lynwood, WA branch office and made a payment on the account which Reliable accepted.
The consumer requests that Reliable “waive all late fees for missing payment”. There was one late charge assessed to the customer’s account on December 20, three days prior to our first contact with the consumer. As a courtesy to the consumer, Reliable will reverse the late charge and credit the amount of $14.56 back to the customer’s account.
If the consumer has any questions, she is encouraged to contact the Lynwood branch manager, Christian V, directly.
Tell us why here...
Complaint: ***
I am rejecting this response because: After spouse presented death certificate, stating she was surviving spouse, reliable credit still would not release information regarding the account, including payment amount, payoff balance, payment due date.
late fee waived, but additional accrued interest was not.
Sincerely
Reliable Credit Association, Inc. (WA) (“Reliable”) received the consumer’s rejection of its response to her complaint on January 17. The day prior, January 16, the consumer and the customer’s surviving spouse came into Reliable’s Lynwood, WA branch office and paid off the customer’s account. Neither the consumer nor the surviving spouse raised any further complaints or requests for Reliable to waive any additional amounts. However, the consumer’s rejection of Reliable’s response complains that Reliable refused to give the customer’s surviving spouse any account information when the surviving spouse presented death certificate on December 30 and that Reliable did not waive “additional accrued interest.”
On January 17, 2020, Reliable’s Lynwood, WA branch manager called the consumer, apologized for the consumer’s loss and frustration, and explained that staff have been re-trained in how to handle requests for information on accounts with a deceased borrower. Although the consumer admitted that she did not previously ask Reliable to waive any interest, Reliable offered to refund interest as of the date she first contacted Reliable on December 23. The consumer thought that was fair. Reliable told the consumer it will mail a refund check in the amount of $70.77, along with the vehicle’s title, to the address on file for the customer fifteen (15) days after the date the account was paid off. The consumer thanked the branch manager and accepted that as a resolution of her complaint.
If the consumer has any additional questions or concerns, she is encouraged to contact the Lynwood, WA branch manager directly at *** ext. ***.
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.
Sincerely
Last month I paid more than I should had and they put every penny towards interest and non towards principal. This month I also paid more than I should have and out of the $400 I paid, they put all towards interest again and only $50 towards the principal. My due amount was only $299 for this month. This company is a huge scam and no one is doing anything about it. I wish someone would sue this company and set them straight out of cheating people’s money.
On April 26, 2018, the consumer purchased a vehicle from a motor vehicle dealer pursuant to a retail installment contract that called for 60 payments of $555.86 with an APR of 24.99%. The dealer subsequently assigned the contract to Reliable Credit Association, Inc. (WA) (“Reliable”). On May 22, 2018, Reliable reduced the consumer’s monthly payment to $412 as a courtesy to assist him through a financial difficulty. Reliable sent notice of that change to the consumer on the same day. Reliable heard nothing further from the consumer until it received this complaint on October 13, 2019 wherein he questions why so little of his last two monthly payments were applied to the account’s principal balance. The consumer called Reliable on October 14 stating the same complaint. Reliable explained how simple interest works and how his payments are applied to the account. He seemed to understand and asked for a copy of this account statement which Reliable mailed to him that same day. If the consumer has additional questions about the balance on his account, how the interest is calculated, or how the payments are applied, we encourage him to contact the Lynwood branch’s assistant manager or manager for further assistance.
ll us why here...
I recently have had many turns of events this summer, my family has been dealt with a passing and another being extremely ill. This led to missing a payment but had reached out to Lynnwood reliable credit and was told everything was resolved. I was at a work event when they repo my car. Not only did the man who took my car threatened my father but did so in front of my children. I contacted reliable credit asked why they repossessed my car and stated I had to pay 3000 in order to get my car back. They would not work with me explaining we had a payment plan resolved. Nobody could give me a full understanding why I had to pay the auction cost 3000.
Reliable received two Revdex.com complaints from the consumer regarding the repossession of her vehicle -- one on September 8, 2019 and one on September 10, 2019. Because both complaints make similar allegations, this response will be filed for both complaints.
On November 29, 2018, the consumer purchased a vehicle pursuant to a retail installment contract. The contract required the consumer to make her payments on or before the 13th of every month and to keep the vehicle insured. The consumer’s vehicle was repossessed on September 4 after her account was past due for the July and August 2019 payments. The consumer did not have any payment arrangements with Reliable to avoid the repossession.
When the consumer called Reliable on September 4 to ask how she could get the vehicle back, Reliable asked for proof of insurance and an explanation for the delinquency. Reliable asked these questions to determine whether the consumer had the ability to pay and continue with the contract’s terms. Washington law only requires Reliable to offer a consumer to redeem a vehicle for the amount required to payoff the account which, for this consumer, was $7,068.78. However, as a courtesy to the consumer, Reliable offered to allow the consumer to reinstate the contract and continue with the account for a payment of $3,000, the estimated amount that Reliable would receive if the vehicle was not redeemed by the consumer and was sold at auction. Reliable required a payment of $3,000 because it determined that there was a lapse of insurance and that the consumer’s financial problem may be on-going resulting in further delinquencies. On September 6, the consumer made arrangements to come into Reliable’s Lynwood branch office on September 9 to make the payment and reinstate the contract. The consumer filed a Revdex.com complaint on September 8 upset about the repossession and the customer service she received on September 4.
When the consumer came into the Lynwood branch office on September 9 the branch manager explained in detail the reasons for the repossession and why Reliable could not offer reinstatement for just the past due payments. The branch manager also listened to the consumer’s frustration with the customer service provided on September 4 by another Reliable representative. The branch manager apologized for the consumer’s dissatisfaction with Reliable’s customer service and promised to discuss the matter with the relevant representative, which she did. The consumer left satisfied and thanked the manager her for the information and taking the time to explain it. The vehicle was returned to the consumer without further incident.
The consumer filed a second Revdex.com complaint on September 10 making similar allegations to the complaint filed on September 8. Reliable again reached out to the consumer to resolve any remaining concerns. The consumer stated that she was still upset about the initial customer service she was provided on September 4 but she did understand why the vehicle was repossessed and why Reliable required a $3,000 payment to reinstate the contract. The branch manager again advised the consumer that she investigated the consumer’s customer service concerns and discussed the matter with the relevant representative.
Reliable investigated the consumer’s allegation that the repossession agent threatened her father. The agent admits to using foul language in response to an unknown male who was approaching him in an aggressive manner and also using foul language. The agent regrets not handling the situation professionally and extends his apologies to the consumer. When the consumer came into the office on September 9, the branch manager asked what threat was made. The consumer admitted that there was no verbal threat but the agent’s body language and foul language felt threatening. Undoubtedly, this was an emotional and stressful situation for the consumer and the agent. Reliable has addressed the situation with the repossession agent directly and will continue to monitor him to insure he conducts himself in a professional manner going forward.
If the consumer has any remaining questions or concerns, she is encouraged to contact the Lynwood branch manager, Tracy D, directly.
Tell us why here...
I missed my June and July payment due to a
Death and issues with my account being hacked . I was never late
Since getting my car in February 2018. I contacted
Reliable several times and attempted to pay my payment from 8/23/19
August 29th the day my car was taken. They have all the emails in writing. Being two payments with late fees I owe around 800 my loan balance
Is 8000 and they want 2900 because they think that’s what they will get at auction. The car is a piece and had so many repairs and a broken
Windshield. The tow company they send hit my neighbors car. At this point they will end up with nothing. I find it unfair to not take what a currently owed and being deceptive in turn when I communicated every day and they turned off the option to make payments online and closed during the times I’m available during work.
Reliable reviewed the consumer’s complaint and her account, and investigated the complaint’s allegations. The consumer alleges that she was never late prior to her recent delinquency, however, the account review showed that the consumer has a lengthy history of delinquent payments since her account was opened in February 2018. While the consumer communicated with Reliable about her late payments and made several payment arrangements, she failed to follow through. At the time of repossession on August 29, 2019, the consumer was past due for her June, July, and August 2019 payments totaling $1,193.08. The consumer most recently promised to bring her account current by August 23 and when she failed to do so, Reliable assigned the vehicle for repossession.
Once an account is coded for repossession it disables the consumer’s ability to pay online but the consumer may make a payment by mail, in office, or via telephone. The consumer emailed Reliable on August 26 asking about making a payment online. Reliable responded and asked the consumer to call us to discuss making a payment. Reliable never received a call. The vehicle was repossessed on August 29. The consumer called that same day asking how she could get her vehicle back. Washington law only requires Reliable to offer a consumer to redeem their vehicle for the amount required to payoff the account which, for this consumer, was $9,595. However, as a courtesy to the consumer, Reliable offered her the option to reinstate the contract for $2,900, the estimated value of the vehicle if it was not redeemed and was sold at an auction. The consumer told Reliable she would look into borrowing money for the reinstatement. Reliable told the consumer it would hold the vehicle for 10 days. Although that 10 days runs on September 9, Reliable will continue to hold the vehicle from sale through September 16 to give the consumer additional time to reinstate her contract and continue with the account.
Reliable investigated the consumer’s complaint that the repossession company, ***, damaged her neighbor’s vehicle during the repossession. *** told Reliable that prior to physically removing the vehicle from the parking stall, it knocked on the consumer’s door to obtain the keys to the vehicle. According to ***, no one answered and the consumer was not present during the repossession. *** said it towed the vehicle straight out of the parking stall and an additional employee was standing outside of the vehicle to ensure the recovery was performed without damage to the consumer’s vehicle or any other vehicles or property. *** maintains that neither its truck nor the consumer’s vehicle made contact with any other vehicle. If the consumer can provide Reliable with any photographs, documents, or other proof to refute ***’s position, Reliable will review it.
If the consumer has any questions, she is encouraged to contact Reliable’s Tacoma branch office and ask to speak with the manager, Danielle M.
This company lie about their loans applications and interest rate. I pay my car payment 2 weeks ahead and never late but my interest rate continues to sky rocket.. I confronted them about it, no explanation given.. I cant wait to payoff what I owe. To get away from this lying,money hunger, ripping off loan company.. Please do not Loan through this company.
When I say this, please, take it as serious as possible: DO NOT DO BUSINESS WITH THIS COMPANY. Let me repeat it for those of you who are still considering it: DO. NOT. DO. BUSINESS. WITH. THIS. COMPANY.
Reliable Credit as a company is the definition of "predatory lending". This company is amoral, extremely deceptive, and quite honestly should be shut down, among many, many, other things. I will refrain from sharing anything personal as it pertains to me and my experience (as I have recently acquired the necessary resources to be able to do what many others could not do and fight them), but again, please refrain from doing business with this company.
January 5, 2018Bettter Business BureauPO Box 1000DuPont, WA 98327RE: Complaint #***The consumer complains that payments she made online via Reliable Credit Association, Inc(WA)’s (“Reliable Credit”) online payment portal (“portal”) were declined after she received a confirmation numberShe
also complains that Reliable Credit has not yet received a money order she sent via mailLastly, she complains that Reliable Credit made negative marks on her creditEach complaint is addressed below.All debit card payments scheduled by a customer via Reliable Credit’s portal are processed at 5:pm each business day. Once processed, Reliable Credit receives the results of each debit card paymentSuccessful payments are posted to customer accounts each eveningThe next business day, Reliable Credit places phone calls and sends letters to customers whose debit card payments were declined by their financial institutions. This consumer scheduled a payment via Reliable Credit’s portal on December 1, for a payment due November 29. A confirmation number confirming the scheduled payment (as opposed to confirming the payment processing) was generated for the consumerUnfortunately, the payment was declined when it was processed at the end of the business dayReliable Credit contacted the consumer the following business dayThe consumer stated she was aware of the decline and needed to go to her bank to make a deposit. The consumer scheduled another debit card payment via the portal on December to cover the November paymentAgain, a confirmation number for the act of scheduling of the payment was provided to the consumerThe consumer called Reliable Credit on December and told us she would come into the office with a money order or mail itShe was worried the payment she scheduled on the portal was made with the wrong cardWe provided the consumer with the Tacoma branch’s physical address and mailing address for the money orderReliable Credit contacted the consumer on December to notify her that the debit card payment was declined. She told us she knew it was declined and had mailed a money order to Reliable Credit’s Tacoma branch to cover the payment. Reliable Credit contacted the consumer on December to let her know we had not received the money order and her account was still past due for the November payment. The consumer confirmed that the money order was mailed out on December On December 29, the consumer confirmed that the money order had not been cashedReliable Credit cannot control the mail and has no record of receiving the paymentWe advised the consumer of the steps she could take to have the money order reissuedReliable Credit agreed to accept a partial payment from the consumer and set the next payment due date to January 29, while she waits for the money order to be reissued. If you have any further questions please do not hesitate to contact me 253-240-or by email at [email protected] Thank you,Danielle *M***Manager
On December 14, 2017, shortly after the consumer submitted this complaint but before Reliable Credit Association, Inc(WA) (“Reliable”) was notified of the complaint by the Revdex.com, a Reliable representative agreed via telephone to a mutually acceptable reinstatement agreement for the vehicleDuring
the conversation the confusion about the past due payment arrangements was discussed and clarifiedOn December 15, the Reliable branch manager called the consumer to verify that he is satisfied with the reinstatement offer made on December and that the issues raised in this complaint have been addressed and satisfied. The consumer confirmed that he is satisfied with Reliable’s offer and that the issues have been addressed.As to the complaints regarding the repossession agent’s actions and demeanor, the repossession agent is not employed by Reliable but is a third-party Reliable hired to repossess the vehicle. While the repossession agent is not a Reliable employee we do regret that the consumer felt belittled or treated in a rude manner
Held a car title being used as collateral for over 2 weeks after loan had been paid in full on 7/20. Funds were debited from my account on that day. Called on 8/3 to find out where the title was and they said to expect it on 8/6/18. Nothing in mail on that date, called back on 8/6 and it had just been mailed that morning. Had they bothered to tell me it was still at the office on 8/3, I could have picked it up in person. Both the employee and manager I spoke with gave random reasons for why it was being held and were rude. I will never do business with them again.
I purchased a vehicle and Reliable Credit was the lien holder when I lived in Washington State. I moved to *** about two years ago. I paid the contract off in June of this year. I had to call them and ask for my title. They sent me a document for "Loss of Title". The State of *** is a title only state and will not issue title from this document. I can't even trade the vehicle in without a title. I sent them an email I June and as of this day, I have had no word from them. According to the DMV....It is Reliable's responsibility to obtain a clear title and send to me. I was told by the DMV in Washington State that I would have to come there in person with the Loss of Title document or go through some legal documents and send $81.00 to them and they would issue a title. It is not my fault that Reliable Credit lost the title but it is their responsibility to obtain a new title.
We reviewed the consumer’s July 26, 2018 complaint and conducted an investigation. The investigation revealed that a Reliable employee erroneously sent the consumer a completed Affidavit of Loss/Release of Interest form instead of the actual title. Unfortunately, the consumer’s June, 2018 email to Reliable following up on the title went overlooked. When Reliable became aware of its error on Friday, July 27, it immediately called the consumer to explain the error and apologize for the frustration. Reliable informed the consumer that the title would be mailed out via overnight mail as soon as possible. The consumer appreciated the call and resolution. Reliable mailed the title to the consumer via overnight mail on Monday, July 30th .
Thank you.
Revdex.com:
Thank you for your help in resolving my situation. Reliable has sent me my title and as far as I am concerned...this matter has been resolved. Again I want to thank the Revdex.com for their prompt and satisfying help.
Sincerely
I have way to much to write but I can say this: I WISH TO GOD THAT I NEVER DID BUSINESS WITH THE CAR DEALERSHIP IN TACOMA AND WISH EVERYDAY - ESP WHEN I SEE THEM CALLING, 20X A DAY! - THAT I NEVER SIGNED THE PAPERWORK WITH 'RELIABLE CREDIT'!!!!!!! Biggest mistake of my life, and yes I can say that with confidence, getting tied up with this company was the biggest mistake of my life!!!! And I have no choice but to continue to pay, late or on time it doesn't matter because this company does not care about their customers, they only care about about 'HOW MUCH CAN WE ANNOY THIS PERSON INTO PAYING US MORE' factor.
Don't do business with this company!
the car dealership pushed me into purchasing gap insurance through their company and charged me for that insurance in the contract and then, when my car was totaled, stalled for several months paying off the car resulting in additional principle and interest charges to me that they have threatened to report negatively on my credit and have threatened to sue me for. car was totaled by insurance approximate march 1, 2018; farmer's paid reliable credit on approximately 03/24/2018. reliable's gap insurance did not pay off until approximately the end of may. I was forced to make payments AFTER THE CAR WAS TOTALED AND SHOULD HAVE BEEN COVERED BY RELIABLE'S GAP INSURANCE WHICH I SHOULD GET REFUNDED NOW AND THEY ARE STILL TRYING TO COLLECT INTEREST FROM AFTER TOTALING THE CAR UNTIL THEIR OWN GAP FINALLY PAID OFF. THEY ARE SENDING ME TO COLLECTIONS AND HAVE THREATENED TO REPOSES THE CAR THAT WAS ALREADY TOTALLED AND PAID OF
!
The consumer consummated a loan with Reliable Credit Association, Inc. (WA) (“Reliable”) on November 14, 2017. The loan is secured by the consumer’s vehicle. As part of the loan, the consumer voluntarily purchased GAP Waiver (“GAP”) from Reliable. In March, 2018, the vehicle was involved in an accident and was deemed a total loss by the consumer’s insurance carrier.
On March 19, Reliable offered to file a GAP claim for the consumer as a courtesy. Reliable told the consumer that, as stated in the GAP policy, GAP will not cover late fees or interest that accrue after the date of loss and that claims typically take 4-6 weeks to complete. We offered to accept partial payments of $125 from the consumer during the pendency of the GAP claim to avoid late fees and minimize the accrual of interest. The consumer accepted Reliable’s offer for partial payments and authorized Reliable to file the GAP claim. Reliable did so on March 19. The only information outstanding to complete the claim was a copy of the total loss settlement check.
Reliable received the total loss settlement check on March 26. Reliable processed the check and sent a copy to the GAP provider on March 29. After hearing nothing for three weeks, Reliable called the GAP provider to follow up on the claim on April 17. The GAP provider notified Reliable that it needed a copy of the statement of loss from the consumer’s insurance carrier to complete its claim review. Reliable requested a copy that same day but did not receive it until May 8, despite follow up calls. Reliable received the GAP proceeds on May 21 and applied them to the consumer’s account.
The consumer made only one partial payment (on March 26) during the pendency of the GAP claim. The consumer called Reliable on April 17 and May 9 and asked if he needed to make a payment. Reliable told him we would accept partial payments. Reliable also told him that he did not have to pay but if the GAP insurance proceeds did not pay off the account, he would be responsible for the balance. The consumer said he understood. Due to the consumer’s nonpayment in April and May before the GAP proceeds were received, the consumer incurred late fees and accrued interest. The balance on the account as of May 23 was $132.49.
Reliable apologizes for the consumer’s frustration at the GAP claim process and the remaining balance. Although Reliable tried to expedite the GAP claim as much as it could and tried to advise the consumer about the process and potential balance at every opportunity, Reliable will charge off the remaining balance, not pursue collection, and will report the account to the credit reporting agencies as paid-in-full as of May 31, 2018.
If the consumer has any questions or further concerns, he is encouraged to contact the manager of Reliable’s Federal Way branch directly.
Tell us why here...
My wife and I were paid through April before she became ill and was hospitalized. She was so sick we lost our son who she was pregnant with. Due to the circumstances we missed paying may and the company whom we had the car loan through never contacted us. They just showed up and took the car. We have an obituary and several documents showing we had a family crisis. I tried to tell them we could pay the payments and catch up, but they said it was too late. They wanted it paid for what they would sell at auction which is $6,600. This company has been the biggest nightmare to work with. We are at a loss
Reliable Credit Association, Inc. (WA) (“Reliable”) reviewed the consumer’s complaint and the account. Reliable contacted the consumer, expressed its condolences, and came to a mutually satisfactory settlement with the consumer. Reliable will sell the vehicle, waive the deficiency balance, and request that the credit reporting agencies delete the tradeline for the account.
The consumer filed this complaint with the Revdex.com on May 26. Reliable Credit Association, Inc. (WA) (“Reliable”) received the consumer’s complaint on June 6. Reliable reviewed the complaint, reviewed the consumer’s account, and conducted an investigation. A summary of the facts of the account and...
Reliable’s decision to not repossess and sell the vehicle are set forth below.
The consumer is a co-borrower on a direct loan with Reliable dated October 11, 2016. The loan is secured by a 2000 Dodge Durango (“vehicle”). The loan had a principal balance of $4,596.03, a rate of 24.99%, and required monthly installment payments of $183.21 due the 15th of each month. The account was paid timely through the March 2017 installment.
On April 20, 2017, the customer called Reliable stating the vehicle needed mechanical repairs. An installment payment was due for April 15 and the customer stated that she could make that payment by May 5. That payment arrangement was acceptable to Reliable. Reliable scheduled a payment follow up date for May 8.
On April 28, the customer called Reliable again, informing us that she would not be able to afford the mechanical repairs the vehicle required. The customer stated that she may need to voluntarily surrender the vehicle. A Reliable employee invited the customer to apply for an additional loan to pay for the repairs rather than surrender the vehicle. The customer voluntarily applied for such a loan. Reliable processed and approved a credit application for $1,300 to repair the vehicle. On May 2, the customer informed Reliable that she was not interested in consummating the loan because it would be too costly.
The customer’s complaint alleges that had she taken out the loan, she would have owed over $10,000. That is not accurate. At the time of loan approval, the balance of the account was $4,165.56. If the consumer had signed the approved loan, the new principle balance would have been roughly $5,674.56 (plus interest and late fees accrued from the date of last payment and date of the new loan signing, plus any optional ancillary products).
The customer alleges that Reliable told her “these ways to get the money for the pay off in an illegal way.” Reliable does not understand what the consumer alleges is illegal. Reliable’s offer to the customer to apply for another loan to make the repairs to the vehicle is not illegal. The customer voluntarily applied for the loan and ultimately decided against signing it. The customer also alleges that Reliable told her to part the vehicle and scrap it. Reliable never made that suggestion. In fact, the customer herself asked Reliable for the title to the vehicle so she could scrap it out. Reliable fairly told the customer that it would not release the title.
The customer wanted Reliable to repossess the vehicle. On May 4, a Reliable representative advised her that Reliable must evaluate the vehicle’s value to determine if it was cost effective for Reliable to pick up and sell the vehicle. Reliable’s research determined that the estimated value of vehicle at auction was between $275 and $1,050. On May 5, Reliable informed the customer that it was not cost effective for it to pick up and sell the vehicle. However, Reliable agreed to reduce the interest rate on the account from 24.99% to 6% and the payment amount from $183.21 to $100. At this time the account was still due for the April 15 installment payment.
On May 9, Reliable contacted the customer to follow up on the payment arrangements the parties made on April 20. The customer asked Reliable to charge off the account. Reliable informed the customer that if Reliable charges off the account, the account will be sent to a third-party collection agency. She asked Reliable to please send it to collection and she would not pay us anything. The account was coded for charge off and assigned to a third-party collection agency on May 12.
The customer’s requested resolution is for Reliable “to make this right.” On June 1, before Reliable received this Revdex.com complaint, Reliable offered to release the title to the vehicle for a payment of $275 via cash or cashier’s check – the lowest estimated gross proceeds that Reliable would obtain from the sale of the vehicle. On June 2, the consumer contacted Reliable and stated that they liked the offer and should be able to accept it by payment on or before June 9. Reliable has docketed a follow up date with the consumer of June 12.
I have made several payments on line and there has been four occasions where they have given me my confirmation number for my payment and then three days later email me saying that my payment was declined. so just last month I sent them a money order for my payment and I called them and gave them the number and amount of payment, which was 400.00 dollars and once again they tell me I have not made a payment and are trying to charge me late fees. I have had to borrow money so they do not repo my car. And I have stated to them on every occasion that I have a confirmation number from my payment and they say that its no good that I need to make another payment. And they keep making negative marks on my credit.
January 5, 2018Bettter Business BureauPO Box 1000DuPont, WA 98327RE: Complaint #***The consumer complains that payments she made online via Reliable Credit Association, Inc. (WA)’s (“Reliable Credit”) online payment portal (“portal”) were declined after she received a confirmation number. She also complains that Reliable Credit has not yet received a money order she sent via mail. Lastly, she complains that Reliable Credit made negative marks on her credit. Each complaint is addressed below.All debit card payments scheduled by a customer via Reliable Credit’s portal are processed at 5:30 pm each business day. Once processed, Reliable Credit receives the results of each debit card payment. Successful payments are posted to customer accounts each evening. The next business day, Reliable Credit places phone calls and sends letters to customers whose debit card payments were declined by their financial institutions. This consumer scheduled a payment via Reliable Credit’s portal on December 1, 2017 for a payment due November 29. A confirmation number confirming the scheduled payment (as opposed to confirming the payment processing) was generated for the consumer. Unfortunately, the payment was declined when it was processed at the end of the business day. Reliable Credit contacted the consumer the following business day. The consumer stated she was aware of the decline and needed to go to her bank to make a deposit. The consumer scheduled another debit card payment via the portal on December 18 to cover the November 29 payment. Again, a confirmation number for the act of scheduling of the payment was provided to the consumer. The consumer called Reliable Credit on December 19 and told us she would come into the office with a money order or mail it. She was worried the payment she scheduled on the portal was made with the wrong card. We provided the consumer with the Tacoma branch’s physical address and mailing address for the money order. Reliable Credit contacted the consumer on December 20 to notify her that the debit card payment was declined. She told us she knew it was declined and had mailed a money order to Reliable Credit’s Tacoma branch to cover the payment. Reliable Credit contacted the consumer on December 27 to let her know we had not received the money order and her account was still past due for the November 29 payment. The consumer confirmed that the money order was mailed out on December 19. On December 29, the consumer confirmed that the money order had not been cashed. Reliable Credit cannot control the mail and has no record of receiving the payment. We advised the consumer of the steps she could take to have the money order reissued. Reliable Credit agreed to accept a partial payment from the consumer and set the next payment due date to January 29, 2018 while she waits for the money order to be reissued. If you have any further questions please do not hesitate to contact me 253-240-1818 or by email at [email protected] Thank you,Danielle *. MManager
After be coming 2 months late on payments for my leased vehicle I had discussed with management from reliable credit about possibly not being able to make another payment till late December early January after agreeing upon the 1st of December for payment. I was then told that if the December 1st payment could not be made that we were ok and told "dont worry about it" untill the end of december. Without any calls texts or emails a very rude repo Man banged on my door very very hard and rudely ask me for my keys or to Forfeit possessions twice before he would tell me what was going on and then just turn around and tried leaving. When I asked him what did he mean he said "your 07 hundai, well not technically yours its always been the banks. Has been repossed." Then continued to argue with me belittle me and insult me verbally.
On December 14, 2017, shortly after the consumer submitted this complaint but before Reliable Credit Association, Inc. (WA) (“Reliable”) was notified of the complaint by the Revdex.com, a Reliable representative agreed via telephone to a mutually acceptable reinstatement agreement for the vehicle. During the conversation the confusion about the past due payment arrangements was discussed and clarified. On December 15, the Reliable branch manager called the consumer to verify that he is satisfied with the reinstatement offer made on December 14 and that the issues raised in this complaint have been addressed and satisfied. The consumer confirmed that he is satisfied with Reliable’s offer and that the issues have been addressed.
As to the complaints regarding the repossession agent’s actions and demeanor, the repossession agent is not employed by Reliable but is a third-party Reliable hired to repossess the vehicle. While the repossession agent is not a Reliable employee we do regret that the consumer felt belittled or treated in a rude manner.
The issues revolve around me having a loan with reliable credit and the fact that I had been paying on this vehicle for over a year. The interest on vehicle was obserdly high. I had made payment for the most part on time for the first year while putting down payment. Yet is seem to have no head way. The fact that I lost a percentage of my money due to loss in bonuses at my work. I reached out to reliable credit multiple times to get back on my feet with it. But when it came to trying to get caught up. They constantly asked me to apply for a loan to get caught up to refinance and was told after a year of being with to apply to refinance so I did. Rejected it along with rejected for loan also with a pretty good track record. I tried going through to get a private refinancing no one would touch because it was reliable credit. So I called them to surrender the car they took three weeks to pick up the car. I didn't run or hide the vehicle I left it where they could pick it up. So to sum this up I tried every resource to keep the vehicle from loans, to refinancing, to working with the company and got no where. No I have been presented with a lawsuit because I surrender the car. Not only am I being sued but they have demolished my credit. The interest rate was 29.99% with daily accruing interest if ever late so basically if you get behind you more likely to lose your vehicle.
On January 21, 2016, the consumer purchased a vehicle from a motor vehicle dealer (“dealer”) pursuant to a retail installment contract (“contract”). The contract was subsequently assigned to Reliable Credit Association, Inc. (WA) (“Reliable”). The consumer complains that he “made payment [sic] for the most part on time for the first year while putting money down, yet seem to have no head way”. If “money down” means the down payment the consumer paid when he purchased the vehicle, that money is paid to the dealer, not Reliable. The contract was assigned to Reliable after the consumer paid the down payment to the dealer. As for the consumer making no “head way”, Reliable assumes he means the balance on his account was not decreasing as fast as he expected. That is due to the consumer’s late payments, partial payments, and how finance charges accrue on the account.
The amount of the consumer’s payment that is applied to interest and the principal balance varies each month, depending on the principal balance at the time of payment and the number of days that elapse between payments. If a consumer pays early (or more than the monthly payment), the amount of interest is less, the principal balance decreases faster, and the account is paid off sooner than the original estimate. If a consumer pays late (or less than the monthly payment), the interest is higher, the principal balance decreases slower, and the final payment will be larger than the original estimate because they did not pay down the principal balance at the expected rate. In this consumer’s case, additional interest accrued each month because he paid late, paid less than the monthly amount owing, or both.
The contract financed an amount at the rate of 29.99% payable in 36 monthly installments due on the 6th of each month, starting March 16, 2016. The consumer paid the first two (2) installments timely but the third installment was late. In an attempt to accommodate the consumer’s financial situation, Reliable adjusted the due date to the 20th of each month. Despite the adjustment, the consumer continued to pay late and/or make partial payments.
The consumer complains that when he tried to get “caught up” Reliable “constantly asked [him] to apply to refinance”. Throughout Reliable’s communications with the consumer while servicing the account Reliable learned that he suffered additional expenses and reduced income that hindered his ability to repay the contract under the original terms. The income change, expense change, and struggles to pay timely are indicators of a possible need for additional credit. This fact pattern is why Reliable asked the consumer if he would like to apply for additional credit.
The consumer applied for a loan on October 28, 2016 but was turned down due to multiple credit factors. The consumer’s claim that he tried for “private refinancing” but “no one would touch it because it was Reliable Credit” is inconsistent with Reliable’s experience. Reliable routinely receives payoffs from all types of lenders who have refinanced a Reliable contract. Although Reliable turned down the consumer’s loan application, Reliable allowed him to make reduced installment payments for a three (3) month period from November, 2016 through January, 2017 in an effort to assist him through his financial difficulties. Despite this adjustment, the consumer still paid late. It was apparent to Reliable that the consumer’s financial problems were ongoing.
On May 2, 2017 the consumer contacted Reliable stating that due to his reduced income, he would like to voluntarily surrender the vehicle to Reliable. At this time, the consumer was past due for the April monthly installment. Reliable explained the voluntary surrender process to the consumer, including the request that the consumer bring the vehicle Reliable’s office to avoid the cost of Reliable hiring a tow company to pick up the vehicle and adding that cost to the consumer’s account. The consumer said he would drop the vehicle off by May 5 but he failed to do so. At no time did the consumer request that Reliable pick up the vehicle.
Between May 5 and May 17 Reliable attempted to contact the consumer numerous times through numerous channels (letter, email, and phone) with no success. On May 17 the consumer called Reliable stating he got a new job, wanted to keep the vehicle, and could afford to make a payment on May 26. No payment was received. At this time, the consumer was past due for the April and May monthly installments. Reliable’s attempts to contact the consumer were unsuccessful and the vehicle was assigned for repossession on June 2. The vehicle was recovered on June 4 and sold at auction on June 20. A deficiency balance remained and was assigned to a collection agency. According to the collection agency, they spoke with the consumer on October 26 and he refused to pay.
The facts of this account show that Reliable made multiple attempts to accommodate the consumer’s financial situation but given his circumstances he was not able to comply with the terms of the contract and the accommodations offered by Reliable. If the consumer has additional questions he is free to contact the Spokane Valley branch office and ask to speak with the Manager.