Initial Business Response /* (1000, 5, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Mr***'s concernsIn reviewing the account, it appears he is nearly at the end of the loanAny amounts reflected in our previous payment vendor (Portal Pay) will be inaccurate, as we
now utilize a new payment vendor and have been for quite some time; since no payments have been processed via the previous vendor, it will continue to show delinquentWe invite Mr*** to contact The KEY Finance at his convenience, so that we may provide an accurate account history for his review
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not explain why the down payment was added to the total cost of the car instead of deducted from the total cost of the car, nor did they say why it is weeks ago we asked for receipts of all payments made but have yet to receive the receipts
Final Business Response /* (4000, 9, 2015/10/23) */
The KEY Finance would like to reach out to Mr***, again, and invite him to contact a representative at his earliest convenience, so that his account history can be explained to him at length, as well as the confusion regarding his down payment
The KEY Finance understands Ms***'s frustration and appreciates the opportunity to resolve the issue at hand A customer can request a balance statement, transaction history and/or payoff at any time In reviewing the account history, it appears Ms*** received all requested
documentation in a timely manner, as well as her payoff request On February 25th, at approximately 8:am, Ms*** was informed by a representative she had the right to dispute any perceived discrepancies on her credit report, to which Ms*** replied she had started the process We invite Ms*** to contact a representative of The KEY Finance at her convenience, to resolve any other issues or concerns she may have
There was an application completed with Ms***'s information online via The Key on the date in question. AFUSA, LLC received the application during this process and the electronic signature certified Ms*** understood the application disclosures. This is a valid inquiry
We strive to report accurate information to the credit reporting agenciesIf there is a dispute of what is reflecting on someone’s credit report the proper procedure is to make that dispute through the credit reporting agenciesThe amount we gave the customer matches the amount we have provided to the credit reporting agenciesAs far as why the credit reporting agencies are reporting a different amount would need to be disputed through the proper channelsIf documentation of a debt is requested, please contact us requesting what documentation you are looking for and we will do our best to accommodateCorporate council was consulted resulting in accepting the payment arrangements offered by the customerMultiple payment methods are available. Because we updated our systems over a year ago and this loan was closed before that conversion, the option to pay over the phone through the new system was not available because the old account number was no longer validPer the customer’s request to make this payment method available, a new loan # was created allowing payments over the phone through the new system that will apply to the same debtNotification was sent to the customer explaining the new loan number was created for her convenience and that it was referencing the same original debtIf the customer no longer wishes to have the new loan number enabling payments over the phone through the new system, she can still make payments through the mail with certified funds to the original loan number or the new loan numberThe new account number was created only to accommodate the customer’s request to pay over the phone though our new system we use
Mr. [redacted] requested changes to his account on December 17, 2016, but (1) failed to return the signed documents...
by the requested due date of December 31st (2) had someone other than an account holder sign the documents (3) failed to maintain the aging of his account--all nullifying the terms of the agreement. AFUSA made numerous attempts to contact Mr. [redacted] and offered resolution and assistance, but ultimately Mr. [redacted] chose to return the vehicle to AFUSA of his own accord.
While Auto Finance USA understands Ms. [redacted]'s frustration, we have asked repeatedly for any documents she may have to substantiate her claim of payments made that were not reflecting on her account. We have yet to receive those documents. We invite Ms. [redacted] to contact a...
representative at her convenience so that a mutual resolution may be reached.
Initial Business Response /* (1000, 5, 2015/11/16) */
The KEY Finance did indeed change payment vendors; however, the vendor change did not impact Ms. [redacted]'s account. The KEY Finance encourages Ms. [redacted] to contact a representative at her convenience, so that her account history can be explained...
The KEY Finance understands Ms. [redacted]'s frustration and invites her to contact a representative of The KEY Finance at her convenience, so that her contractual obligations and account history can be explained in detail. Ms. [redacted] is mistaken in her statement of a "24% interest rate" and is...
invited to review her contract for her specific interest rate. The KEY Finance appreciates the opportunity to resolve this issue with Ms. [redacted] and is looking forward to speaking with her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Auto Finance USA (AFUSA) disputes the accuracy of some of the allegations contained in the complaint, however, AFUSA cannot address specific allegations due to customer and employee privacy concerns. AFUSA complied and continues to comply with applicable law regarding repossession and collection...
practices, as well as its own policies and procedures. AFUSA will contact the former employee/customer to address her concerns and hopefully reach a resolution.
Per the terms of our Retail Automobile Installment Agreement Ms. [redacted] loan was sold to a third party. This is a common business practice and Ms. [redacted] was advised.
Complaint: [redacted]
I am rejecting this response because:
The business states that it would be falsifying information to remove from my credit report, however the amount reported on my credit report is higher than the amount provided by Auto Finance. Being a finance company you would think the numbers would be correct. It is also illegal to report a debt and not provide any documentation. It is also illegal to not have a way for the consumer to pay for such debt. My debt should have been sent to the business' lawyer and was told that they weren't sure why that wasn't done. Also a fake account was created in order for me to pay such debt after 2 weeks of constant arguing. I do not agree to make payments but being forced to because they refuse to remove it from my credit report. I have told them the amount on my credit report is different than they are telling me. Talk about falsifying information...there is the fake account created, the amount is incorrect on my credit report, the 2ND email that was sent to me from [redacted] looked as if I was starting a new loan, and I'm NOT. I am still demanding this removed from my credit report. There will be no proof this will be applied to the debt if I did make a payment.
Sincerely,
[redacted]
All creditors are obligated to act on consumer initiated credit disputes and Auto Finance USA invites Ms. [redacted] to explore that avenue should she have an issue with her credit reporting.
Mr. [redacted]'s title was delivered to his address on file on January 29 by the US Postal Service. We spoke with Mr. [redacted] on 1/22 and advised him it had been sent USPS and provided the tracking number. AFUSA, LLC is not the entity responsible for providing title and registration...
paperwork but we make every effort to assist the customer as we did in this case.
This loan was an old loan in a system we no longer use. All active loans have been transferred to the new system but non active loans like this one were not transferred. This is part of the problem in locating the loan when calling into the service center that does not have access to the older...
system and requiring more time to locate the information.The request to remove accurate information from a credit report because of the challenges to provide the customer with the requested information of an expired loan is declined. We like many other companies are held to an expectation to provide true and accurate information to the credit reporting agencies. The customer’s challenges in requesting information does not justify falsifying credit history. Per the customer’s request we have communicated the following agreement through e-mail outlining the information needed to resolve the unpaid balance. From: [redacted] Sent: Friday, September 16, 2016 9:25 AM To: '[redacted]@yahoo.com' <[redacted]@yahoo.com> Subject: Important Message [redacted], Per your request here is the information needed to pay off Account [redacted] under the name of [redacted] N [redacted] VIN [redacted] that was written off as of May 28, 2015.Payment arrangements have been accepted in the amount of $500 per month until the current balance of $3,246.46 has been paid in full starting September 2016.Payments will be accepted by cashier’s check or money order sent to the following address below. Please include your name, account number, and VIN with your payments.PO BOX [redacted], Oklahoma City, OK [redacted] If I can be of any other assistance, please let us know. Thank you, [redacted]Auto Finance[redacted]@thekeyonline.com
Auto Finance USA appreciates the opportunity to alleviate Mr. [redacted]'s frustration and invites him to contact a representative of AFUSA so that a mutual resolution can be reached.
Initial Business Response /* (1000, 9, 2016/01/19) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns and invites her to call a representative, so the modification process can be begin on her account.
Auto Finance USA has confirmed the successful delivery of all the paperwork requested by Mr. [redacted] and invites him to contact a representative of AFUSA should he have any additional questions or concerns.
Initial Business Response /* (1000, 8, 2015/12/28) */
The KEY Finance does not have "grace" periods on payments. Car payments are established to coincide with the customer's pay date. A late charge is assessed on the 11th day past customer's due date; however, this does not mean the first 10 days...
are considered a "grace" period. A payment is considered delinquent the first day past the due date but will not incur a late fee until the 11th day. The KEY Finance encourages Mr. [redacted] to contact a representative to discuss the possibility of changing his current payment due date to a date that would perhaps offer more flexibility.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would rather not talk to such rude people.
Initial Business Response /* (1000, 6, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns, beginning with her claim of a 33% interest. Ms. [redacted]'s interest is most definitely NOT 33% and her current APR is reflected not only on her signed contract and...
purchase agreement (along with any other documents presented at the time of the sale), but always available via an account representative at The KEY Finance. Ms. [redacted] purchased the Fiat in February 2014; the account notes do not reflect her concerns about the size of the Fiat or her car seats until October 15th, 2015, approximately 20 months after the purchase of her car. The KEY Finance encourages Ms. [redacted] to contact us at her convenience so that her concerns can be addressed accordingly.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken to the key several times. October 15th is NOT the first time I mentioned my car and the car seat problem. I tried to get it fixed the first day I received my car and nothing was done. A few months ago when I was explaining my situation, they submitted me for something to switch my car, and then said they would have to have $1000. They will not negotiate payments, or switch my car without more money. I can promise I have complained about this issue many many times. My number is XXX-XXX-XXXX. Your free to contact me if you have a resolution but considerin how many times I have explained the situation SINCE February, I know that you would rather me surrender my car than renegotiate my payments and put me in something that will fit my car seat.
Final Business Response /* (4000, 10, 2015/10/23) */
Finance would like to invite Ms. [redacted] to call a representative at her convenience and discuss the options that are available for her at this time.
Initial Business Response /* (1000, 5, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Mr***'s concernsIn reviewing the account, it appears he is nearly at the end of the loanAny amounts reflected in our previous payment vendor (Portal Pay) will be inaccurate, as we
now utilize a new payment vendor and have been for quite some time; since no payments have been processed via the previous vendor, it will continue to show delinquentWe invite Mr*** to contact The KEY Finance at his convenience, so that we may provide an accurate account history for his review
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not explain why the down payment was added to the total cost of the car instead of deducted from the total cost of the car, nor did they say why it is weeks ago we asked for receipts of all payments made but have yet to receive the receipts
Final Business Response /* (4000, 9, 2015/10/23) */
The KEY Finance would like to reach out to Mr***, again, and invite him to contact a representative at his earliest convenience, so that his account history can be explained to him at length, as well as the confusion regarding his down payment
The KEY Finance understands Ms***'s frustration and appreciates the opportunity to resolve the issue at hand A customer can request a balance statement, transaction history and/or payoff at any time In reviewing the account history, it appears Ms*** received all requested
documentation in a timely manner, as well as her payoff request On February 25th, at approximately 8:am, Ms*** was informed by a representative she had the right to dispute any perceived discrepancies on her credit report, to which Ms*** replied she had started the process We invite Ms*** to contact a representative of The KEY Finance at her convenience, to resolve any other issues or concerns she may have
There was an application completed with Ms***'s information online via The Key on the date in question. AFUSA, LLC received the application during this process and the electronic signature certified Ms*** understood the application disclosures. This is a valid inquiry
We strive to report accurate information to the credit reporting agenciesIf there is a dispute of what is reflecting on someone’s credit report the proper procedure is to make that dispute through the credit reporting agenciesThe amount we gave the customer matches the amount we have provided to the credit reporting agenciesAs far as why the credit reporting agencies are reporting a different amount would need to be disputed through the proper channelsIf documentation of a debt is requested, please contact us requesting what documentation you are looking for and we will do our best to accommodateCorporate council was consulted resulting in accepting the payment arrangements offered by the customerMultiple payment methods are available. Because we updated our systems over a year ago and this loan was closed before that conversion, the option to pay over the phone through the new system was not available because the old account number was no longer validPer the customer’s request to make this payment method available, a new loan # was created allowing payments over the phone through the new system that will apply to the same debtNotification was sent to the customer explaining the new loan number was created for her convenience and that it was referencing the same original debtIf the customer no longer wishes to have the new loan number enabling payments over the phone through the new system, she can still make payments through the mail with certified funds to the original loan number or the new loan numberThe new account number was created only to accommodate the customer’s request to pay over the phone though our new system we use
Mr. [redacted] requested changes to his account on December 17, 2016, but (1) failed to return the signed documents...
by the requested due date of December 31st (2) had someone other than an account holder sign the documents (3) failed to maintain the aging of his account--all nullifying the terms of the agreement. AFUSA made numerous attempts to contact Mr. [redacted] and offered resolution and assistance, but ultimately Mr. [redacted] chose to return the vehicle to AFUSA of his own accord.
While Auto Finance USA understands Ms. [redacted]'s frustration, we have asked repeatedly for any documents she may have to substantiate her claim of payments made that were not reflecting on her account. We have yet to receive those documents. We invite Ms. [redacted] to contact a...
representative at her convenience so that a mutual resolution may be reached.
Initial Business Response /* (1000, 5, 2015/11/16) */
The KEY Finance did indeed change payment vendors; however, the vendor change did not impact Ms. [redacted]'s account. The KEY Finance encourages Ms. [redacted] to contact a representative at her convenience, so that her account history can be explained...
in detail to her and a resolution reached.
The KEY Finance understands Ms. [redacted]'s frustration and invites her to contact a representative of The KEY Finance at her convenience, so that her contractual obligations and account history can be explained in detail. Ms. [redacted] is mistaken in her statement of a "24% interest rate" and is...
invited to review her contract for her specific interest rate. The KEY Finance appreciates the opportunity to resolve this issue with Ms. [redacted] and is looking forward to speaking with her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Auto Finance USA (AFUSA) disputes the accuracy of some of the allegations contained in the complaint, however, AFUSA cannot address specific allegations due to customer and employee privacy concerns. AFUSA complied and continues to comply with applicable law regarding repossession and collection...
practices, as well as its own policies and procedures. AFUSA will contact the former employee/customer to address her concerns and hopefully reach a resolution.
Per the terms of our Retail Automobile Installment Agreement Ms. [redacted] loan was sold to a third party. This is a common business practice and Ms. [redacted] was advised.
Complaint: [redacted]
I am rejecting this response because:
The business states that it would be falsifying information to remove from my credit report, however the amount reported on my credit report is higher than the amount provided by Auto Finance. Being a finance company you would think the numbers would be correct. It is also illegal to report a debt and not provide any documentation. It is also illegal to not have a way for the consumer to pay for such debt. My debt should have been sent to the business' lawyer and was told that they weren't sure why that wasn't done. Also a fake account was created in order for me to pay such debt after 2 weeks of constant arguing. I do not agree to make payments but being forced to because they refuse to remove it from my credit report. I have told them the amount on my credit report is different than they are telling me. Talk about falsifying information...there is the fake account created, the amount is incorrect on my credit report, the 2ND email that was sent to me from [redacted] looked as if I was starting a new loan, and I'm NOT. I am still demanding this removed from my credit report. There will be no proof this will be applied to the debt if I did make a payment.
Sincerely,
[redacted]
All creditors are obligated to act on consumer initiated credit disputes and Auto Finance USA invites Ms. [redacted] to explore that avenue should she have an issue with her credit reporting.
Mr. [redacted]'s title was delivered to his address on file on January 29 by the US Postal Service. We spoke with Mr. [redacted] on 1/22 and advised him it had been sent USPS and provided the tracking number. AFUSA, LLC is not the entity responsible for providing title and registration...
paperwork but we make every effort to assist the customer as we did in this case.
This loan was an old loan in a system we no longer use. All active loans have been transferred to the new system but non active loans like this one were not transferred. This is part of the problem in locating the loan when calling into the service center that does not have access to the older...
system and requiring more time to locate the information.The request to remove accurate information from a credit report because of the challenges to provide the customer with the requested information of an expired loan is declined. We like many other companies are held to an expectation to provide true and accurate information to the credit reporting agencies. The customer’s challenges in requesting information does not justify falsifying credit history. Per the customer’s request we have communicated the following agreement through e-mail outlining the information needed to resolve the unpaid balance. From: [redacted] Sent: Friday, September 16, 2016 9:25 AM To: '[redacted]@yahoo.com' <[redacted]@yahoo.com> Subject: Important Message [redacted], Per your request here is the information needed to pay off Account [redacted] under the name of [redacted] N [redacted] VIN [redacted] that was written off as of May 28, 2015.Payment arrangements have been accepted in the amount of $500 per month until the current balance of $3,246.46 has been paid in full starting September 2016.Payments will be accepted by cashier’s check or money order sent to the following address below. Please include your name, account number, and VIN with your payments.PO BOX [redacted], Oklahoma City, OK [redacted] If I can be of any other assistance, please let us know. Thank you, [redacted]Auto Finance[redacted]@thekeyonline.com
Auto Finance USA appreciates the opportunity to alleviate Mr. [redacted]'s frustration and invites him to contact a representative of AFUSA so that a mutual resolution can be reached.
Initial Business Response /* (1000, 9, 2016/01/19) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns and invites her to call a representative, so the modification process can be begin on her account.
Auto Finance USA has confirmed the successful delivery of all the paperwork requested by Mr. [redacted] and invites him to contact a representative of AFUSA should he have any additional questions or concerns.
Initial Business Response /* (1000, 8, 2015/12/28) */
The KEY Finance does not have "grace" periods on payments. Car payments are established to coincide with the customer's pay date. A late charge is assessed on the 11th day past customer's due date; however, this does not mean the first 10 days...
are considered a "grace" period. A payment is considered delinquent the first day past the due date but will not incur a late fee until the 11th day. The KEY Finance encourages Mr. [redacted] to contact a representative to discuss the possibility of changing his current payment due date to a date that would perhaps offer more flexibility.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would rather not talk to such rude people.
Initial Business Response /* (1000, 6, 2015/10/21) */
The KEY Finance appreciates the opportunity to address Ms. [redacted]'s concerns, beginning with her claim of a 33% interest. Ms. [redacted]'s interest is most definitely NOT 33% and her current APR is reflected not only on her signed contract and...
purchase agreement (along with any other documents presented at the time of the sale), but always available via an account representative at The KEY Finance. Ms. [redacted] purchased the Fiat in February 2014; the account notes do not reflect her concerns about the size of the Fiat or her car seats until October 15th, 2015, approximately 20 months after the purchase of her car. The KEY Finance encourages Ms. [redacted] to contact us at her convenience so that her concerns can be addressed accordingly.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken to the key several times. October 15th is NOT the first time I mentioned my car and the car seat problem. I tried to get it fixed the first day I received my car and nothing was done. A few months ago when I was explaining my situation, they submitted me for something to switch my car, and then said they would have to have $1000. They will not negotiate payments, or switch my car without more money. I can promise I have complained about this issue many many times. My number is XXX-XXX-XXXX. Your free to contact me if you have a resolution but considerin how many times I have explained the situation SINCE February, I know that you would rather me surrender my car than renegotiate my payments and put me in something that will fit my car seat.
Final Business Response /* (4000, 10, 2015/10/23) */
Finance would like to invite Ms. [redacted] to call a representative at her convenience and discuss the options that are available for her at this time.