The Equitable Finance Company

I [redacted] did not theat to go in and kick been buttI asked to make an appointment and Ben said ya I'll make you an appointment and then kick your [redacted] when you get here look at there reviews on how they treat there customers they are not that good of a company they owe me money that they took out of my account thank you

Even though the customer admits in her complaint that she “did not go over the paper work, I just signed it” when she originally signed her loan documents, our employee went over it verbally in detail with her at closing so there shouldn't have been any confusion or questions at the time she left the office after signing She said both she and her son bought cars from that dealer the same day and her purchase was supposedly for $7,500, minus the $she put down, leaving her a loan amount of only $7, In reviewing the “account” details tab and file notes in our system as well as going over the account with the Bend Branch Manager, it looks like the original car purchase price was $7,(not $7,500), plus $for Title work, for total of $8,151, minus her $down payment for an original disbursement amount of $7,to the dealer (not $7,000) She also elected to purchase voluntary Life Insurance, which premium totaled $232.69, had a required GPS cost of $231, and total loan fees of $($doc prep & $prepaid finance charge) for a grand total amount financed and opening balance of $9,(not the $7,000) she apparently thinks/thought it was ..and there is our big difference right there Include in there that it looks like there have been late fees assessed to the account, not to mention that she stopped paying altogether in November after she was involved in a car accident and the car was totaled (her last actual payment to us was on 10/28/15) and her payoff balance is bound to be even higher Per Bend Branch Manager, after the customer's car accident at end of November, the branch spoke with the customer (as she states in her complaint) and explained in detail what the payoff amount would be at that point for her insurance company Customer felt that payoff was too high, and from that point forward refused to work with us On 12/14/(with her account due for 11/15/15), the insurance claims adjuster deemed her car a total loss and we quoted them a day payoff, and on 12/18/the customer refused to accept the offer, and wanted the insurance company to give her the money She then said she was getting an attorney and would not sign a power of attorney for the insurance company The adjuster told us that she was not paying us off until the customer signed the Power of Attorney On 1/21/16, the Branch Manager contacted our own attorney and he sent a letter of demand to the insurance company Again they said nothing they could do On 2/3/our attorney had to file a complaint with Dept of Consumer & Business Services Insurance Division against the insurance company On 2/12/16, the insurance company called the Bend Branch Manager and said they would personally issue a directive to pay us off At that time, her payoff quote went from $8,on 12/14/when first contacted her to pay us off, to $8,on 2/19/ If customer would have just signed the Power of Attorney at the time we contacted her for the original payoff, she would have received a refund check from us after the insurance funds were received As it is, we ended up having to write off an unpaid balance of $after legal fees Again, there has been plenty of times where our branch and specifically the Branch Manager attempted to go over in detail the original terms of the contract and the specifics of the payoff, but the customer each time has been hostile and uncooperative In fact, when I had her attempt to call the customer one more time (after I received this complaint from the Revdex.com), the Branch Manager reported back that the customer hung up on her again while she was trying to explain the situation We have done all we can do at this point for the customer and this account and consider this complaint and account closed Thank you!

Please see below response from our Branch Manager in the Bend Branch (Kim) Also please note that the complainant is not on the loan, as the actual original borrower ( [redacted] ) has given [redacted] authorization to receive information on this account this is one of accounts we are dealing with that are missing titles due to the selling car dealership going out of business We have been and currently are still working with the DMV to get these titles to all accounts, including this one As soon as we do, we will let the customer know (however, customer still needs to make payments on the loan, and although she says "there has never been a missed payment", this loan is currently days past due) [redacted] bought a BMW 325xI from High Desert Auto on 1/28/2016, but High Desert Auto went out of business in March and never produced the title of the said vehicle It was still at the flooring company in Eugene, and the dealer never paid for itI filed a complaint against the dealer on March 21, to try and get titles for of my customers, [redacted] being one of thoseI was told by the DMV that I would receive titles, it would just take some time as there is only one person working these problems for the whole state of OregonThe Adessa Auto Auction in Eugene is who is holding the titles at this timeRob M [redacted] , is the person I have worked with in the DMVI told [redacted] , his mother, and his brother that until I received the title he would have to hold onto the car The account is now days past due, We told [redacted] that unless the payments were made the GPS would be disabledThey could not come up with the payment, so we did disable the GPS as per company policy for non-paymentI am in the process of following up on the titling of the vehicle in question

First of all, to break down the TILA disclosure on the Loan Agreement, the opening balance on 3/1/was $5,(per customer's complaint it was $5,400...so this we agree on) The first minimum monthly payment of $was due on 4/15/ With estimated ON TIME monthly payments OF FULL AMOUNT for the ENTIRE mth term, the total of all payments including interest per the loan agreement would be $8, This was known by the complainant from day one of loan on 3/1/ In response to the complaint filed by [redacted] ***, who is the Co-Borrower on our Loan # [redacted] (borrower is [redacted] please also see the attached payment history of the loan (broken down by dates and what the payment covered) that was sent to me by our Collections Department Keep in mind, that this payment history does not include all of the payments we had to reverse due to insufficient funds (NSF's), which in turn caused more fees & interest to be added to the account After reviewing this account's entire transaction history and very lengthy file notes, I count a total of NSF payment reversals, including the very first payments made to us on 4/29/and then again on 5/10/13, that were made from the time account opened on 3/1/thru when we had to repossess their car (ordered on 11/19/13) and ultimately sell it for $1,net sales applied to their account on 12/19/ The complainant's first actual payment to us that did not bounce was on 5/20/for $(minimum pmt was $213.94) After the repossession proceeds were paid on the account on 12/19/13, there was a deficiency balance of $3,still owing We received a Judgment to garnish for this deficiency balance on 1/21/(reducing min payment to $110/mth) and the first garnishment payment happened on 3/3/ The last garnishment payments was received on 10/16/ After which could not track down the borrowers or their employment When complainant did end up making payments after the garnishments ended, on 2/19/($465.68) and 5/1/($400), both bounced due to insufficient funds Bottom line there has not been a payment made on this account since 10/16/(thru garnishment) and there has not been an actual customer/borrower payment on their own that hasn't been NSF since a $payment on 10/28/(min pmt was $213.94) After reading through the file notes, there were MANY, MANY attempts made to contact these borrowers with no luck or returned calls Our attempts were met with incorrect phone numbers & addresses given to us, disconnected phones, employees where they no longer worked, etcIn summary, we have received a total of $4,in payments on this account broken down as follows: $1,from sale of repo car, $1,in garnishment payments, and $1,in customer payments The issue has been they have been interest short for most of the loan term, and there has been $just in fees stemming from legal, repossession, and NSF checks The pay history is such that the principal balance hasn't been touched since 8/ Payments have either been going to interest short or to collect fees We are now in the process of getting another garnishment so we can continue getting payments on the deficiency balance ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

I *** *** did not theat to go in and kick been buttI asked to make an appointment and Ben said ya I'll make you an appointment and then kick your *** when you get here look at there reviews on how they treat there customers they are not that good of a company they owe me money that they took out of my account thank you

In reviewing this complaint from Mr***, the customer had an initial loan with us that opened 6/26/and it was a joint account that he was on. On 12/9/16, that account was refinanced into a new loan where Mr*** was removed from the account. In review of the files and in
speaking with the Branch Manager and other employees of that branch, there were not aware of any calls from Mr*** alerting us to the fact that this paid trade line was still showing on his credit. We were not made aware of this until this Revdex.com Complaint was filed on 10/17/(almost a year later). As soon as we were able to confirm that Mr*** was indeed still showing for some reason on that old paid account, it was removed. I confirmed with our Director of Underwriting that on 10/24/she submitted a manual update to the credit bureaus (Experian and Equifax) and was told that his account would be updated within hours. Hopefully this resolves the complaint

As Compliance Officer I review all complaints with the Branch Manager, Regional Manager, and also review all loan file notes. From what I see in the loan file notes, I see a note in file from 8/(days after due date) that customer told us that her bank account was hacked, but that she
would be in before the end of the month to make a pmt. Another note in file on 8/said that *** will be in “after she stops by the bank”……obviously she didn’t come in. We called her cell and home to follow up on 8/31, but had to leave messages on both. Note from 9/says American Towing picked up car last night because customer refused to pay. It says that she gave *** the keys
HERE IS THE RESPONSE FROM THE BRANCH MANAGER:
*** & *** *** ACCt # ***
This account was a rewrite on 11/30/2015, they have made payments, of which were lateWe reached out to *** on 8/23/at which time she indicated she would be in by end of her grace periodThen next day she called and said she had been hacked, but it would be fixed and she would be in with payment by end of month “regardless”. She called on 8/and said she would be in after she stopped at the bank, she did not show upWe then tried to call her on the cell phone and the home phone, no responseWe have a no tolerance policy after payment arrangements are made, at that time we asked our Repossession company to resolve the issue
When American Towing attempted to collect payment to resolve debt, *** angrily told the driver he could have the keysHe then took possession and took back to the tow yard*** called me the next day and was very rude to me when I explained that she was given every opportunity to resolve the issue, and that she chose to hand over the keys. She told me I was the nicest person she had ever spoken to and I thanked her, she then replied to me that “I am being sarcastic.” I then apologized to her about that, and continued to thank her even as she called me the "B" word different times
As you can see I did send out our Notice of Intent to Sell Property on 9/1/that clearly states to contact my office for a resolution prior to the sell date after 9/19/She has not contacted my office again
As Kurt (Regional Manager) told her, she is welcome to redeem her vehicle once she pays the fees

First of all, to break down the TILA disclosure on the Loan Agreement, the opening balance on 3/1/13 was $5,437.36 (per customer's complaint it was $5,400...so this we agree on).  The first minimum monthly payment of $213.94 was due on 4/15/13.  With estimated ON TIME monthly payments OF...

FULL AMOUNT for the ENTIRE 42 mth term, the total of all payments including interest per the loan agreement would be $8,985.48.  This was known by the complainant from day one of loan on 3/1/13.  In response to the complaint filed by [redacted], who is the Co-Borrower on our Loan #[redacted] (borrower is [redacted] please also see the attached payment history of the loan (broken down by dates and what the payment covered) that was sent to me by our Collections Department.  Keep in mind, that this payment history does not include all of the payments we had to reverse due to insufficient funds (NSF's), which in turn caused more fees & interest to be added to the account.  After reviewing this account's entire transaction history and very lengthy file notes, I count a total of 5 NSF payment reversals, including the very first 2 payments made to us on 4/29/13 and then again on 5/10/13, that were made from the time account opened on 3/1/13 thru when we had to repossess their car (ordered on 11/19/13) and ultimately sell it for $1,630 net sales applied to their account on 12/19/13.  The complainant's first actual payment to us that did not bounce was on 5/20/13 for $80 (minimum pmt was $213.94).  After the repossession proceeds were paid on the account on 12/19/13, there was a deficiency balance of $3,467.73 still owing.  We received a Judgment to garnish for this deficiency balance on 1/21/14 (reducing min payment to $110/mth) and the first garnishment payment happened on 3/3/14.  The last garnishment payments was received on 10/16/14.  After which could not track down the borrowers or their employment.  When complainant did end up making 2 payments after the garnishments ended, on 2/19/15 ($465.68) and 5/1/15 ($400), both bounced due to insufficient funds.  Bottom line there has not been a payment made on this account since 10/16/14 (thru garnishment) and there has not been an actual customer/borrower payment on their own that hasn't been NSF since a $140 payment on 10/28/13 (min pmt was $213.94).  After reading through the file notes, there were MANY, MANY attempts made to contact these borrowers with no luck or returned calls.  Our attempts were met with incorrect phone numbers & addresses given to us, disconnected phones, employees where they no longer worked, etc. In summary, we have received a total of $4,804.81 in payments on this account broken down as follows:  $1,630 from sale of repo car, $1,562.81 in garnishment payments, and $1,612 in customer payments.  The issue has been they have been interest short for most of the loan term, and there has been $897 just in fees stemming from legal, repossession, and NSF checks.  The pay history is such that the principal balance hasn't been touched since 8/13.  Payments have either been going to interest short or to collect fees.  We are now in the process of getting another garnishment so we can continue getting payments on the deficiency balance. 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Please see below response from our Branch Manager in the Bend Branch (Kim).  Also please note that the complainant is not on the loan, as the actual original borrower ([redacted]) has given [redacted] authorization to receive information on this account.  this is one of 4...

accounts we are dealing with that are missing titles due to the selling car dealership going out of business.   We have been and currently are still working with the DMV to get these titles to all 4 accounts, including this one.  As soon as we do, we will let the customer know.  (however, customer still needs to make payments on the loan, and although she says "there has never been a missed payment", this loan is currently 15 days past due). 
[redacted] bought a 2006 BMW 325xI from High Desert Auto on 1/28/2016, but High Desert Auto went out of business in March and never produced the title of the said vehicle.  It was still at the flooring company in Eugene, and the dealer never paid for it. I filed a complaint against the dealer on March 21, 2016 to try and get titles for 4 of my customers, [redacted] being one of those. I was told by the DMV that I would receive titles, it would just take some time as there is only one person working these problems for the whole state of Oregon. The Adessa Auto Auction in Eugene is who is holding the titles at this time. Rob M[redacted], is the person I have worked with in the DMV. I told [redacted], his mother, and his brother that until I received the title he would have to hold onto the car.
The account is now 15 days past due, We told [redacted] that unless the payments were made the GPS would be disabled. They could not come up with the payment, so we did disable the GPS as per company policy for non-payment. I am in the process of following up on the titling of the vehicle in question.

Even though the customer admits in her complaint that she “did not go over the paper work, I just signed it” when she originally signed her loan documents, our employee went over it verbally in detail with her at closing so there shouldn't have been any confusion or questions at the time she left...

the office after signing.  She said both she and her son bought cars from that dealer the same day and her purchase was supposedly for $7,500, minus the $500 she put down, leaving her a loan amount of only $7,000. 
In reviewing the “account” details tab and file notes in our system as well as going over the account with the Bend Branch Manager, it looks like the original car purchase price was $7,999 (not $7,500), plus $152 for Title work, for total of $8,151, minus her $500 down payment for an original disbursement amount of $7,651 to the dealer (not $7,000). 
She also elected to purchase voluntary Life Insurance, which premium totaled $232.69, had a required GPS cost of $231, and total loan fees of $888.20 ($100 doc prep & $788.20 prepaid finance charge) for a grand total amount financed and opening balance of $9,002.89 (not the $7,000) she apparently thinks/thought it was……..and there is our big difference right there. 
Include in there that it looks like there have been 7 late fees assessed to the account, not to mention that she stopped paying altogether in November after she was involved in a car accident and the car was totaled (her last actual payment to us was on 10/28/15) and her payoff balance is bound to be even higher. 
Per Bend Branch Manager, after the customer's car accident at end of November, the branch spoke with the customer (as she states in her complaint) and explained in detail what the payoff amount would be at that point for her insurance company.   Customer felt that payoff was too high, and from that point forward refused to work with us. 
On 12/14/15 (with her account due for 11/15/15), the insurance claims adjuster deemed her car a total loss and we quoted them a 10 day payoff, and on 12/18/15 the customer refused to accept the offer, and wanted the insurance company to give her the money.  She then said she was getting an attorney and would not sign a power of attorney for the insurance company.   The adjuster told us that she was not paying us off until the customer signed the Power of Attorney.  On 1/21/16, the Branch Manager contacted our own attorney and he sent a letter of demand to the insurance company.  Again they said nothing they could do.  On 2/3/16 our attorney had to file a complaint with Dept of Consumer & Business Services Insurance Division against the insurance company.  On 2/12/16, the insurance company called the Bend Branch Manager and said they would personally issue a directive to pay us off. 
At that time, her payoff quote went from $8,006.66 on 12/14/15 when first contacted her to pay us off, to $8,440.29 on 2/19/16.  If customer would have just signed the Power of Attorney at the time we contacted her for the original payoff, she would have received a refund check from us after the insurance funds were received.  As it is, we ended up having to write off an unpaid balance of $18.48 after legal fees. 
Again, there has been plenty of times where our branch and specifically the Branch Manager attempted to go over in detail the original terms of the contract and the specifics of the payoff, but the customer each time has been hostile and uncooperative.  In fact, when I had her attempt to call the customer one more time (after I received this complaint from the Revdex.com), the Branch Manager reported back that the customer hung up on her again while she was trying to explain the situation.  We have done all we can do at this point for the customer and this account and consider this complaint and account closed.  Thank you!

Please see the attached response to the complaint from Mr. [redacted] from our Regional Manager.  The RM (Kurt) has been in contact with the borrower and continues to reach out to him to leave messages to make sure this is resolved appropriately.  In reading the customer's complaint, I am...

confused on exactly what the complaint is, in regards to his account as he says we "added stuff on my finance stuff", and nothing was added at all to his loan. 
In fact, as Kurt states in the attached response letter, we actually allowed a temporary modification of the customers payments for 3 months where they were lowered to $110, and then on 1/14/16 was reverted back to the original terms payment of $218.40. 
In response to the accusations of the vulgarity being used by the Branch Manager (Ben) towards the company, we vehemently deny this claim, and in fact in speaking with Ben he said that in his 18 years of working in this line of business, he had never been spoken to in such vulgar terms by a customer as with Mr. [redacted].  In fact, it was Mr. [redacted] who used vulgarity throughout the conversation, and ended the call with Ben by saying that he (Mr. [redacted]) was going to "come down to the office and kick your as".....and then proceeded to hang up.  This caused Ben to be quite concerned and actually afraid for his safety. 
Hopefully Mr. [redacted] will respond to the latest messages left by the RM (Kurt) and he will be able to explain to the customer to fully understand the terms and payments of the loan (assuming that is what the customer is confused about). 
Sincerely,
David S[redacted] - Compliance Director