Consumer complaint received 2019-02-01
Company: Select Management Resources, LLC
State: MA
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Struggling to pay your loan

Complaint:
I applied for and received a title loan on XX/XX/XXXX from XXXX in XXXX, NH. I had to give them the title to my XXXX XXXX XXXX in order to receive the loan. I got {$800.00} loan at 200 % interest. We made the following 3 payments, {$280.00} on XX/XX/XXXX, {$260.00} on XX/XX/XXXX, and {$240.00} on XX/XX/XXXX. Unfortunately the transmission on my car died and I can't afford to fix it or buy a new car, which caused me to lose my job. My fiance, who consigned, was hit by a XXXX XXXX yesterday, causing serious injuries that will put him out of work for at least a month. I called XXXX today to explain my situation as well as give them the location of the vehicle so they can repossess it. I spoke to a woman named XXXX who told me they weren't going to pick up the vehicle and that I still needed to resume payments. I told them that due to unforeseen circumstances I'm unable to make the payments, which is why I called them prior to the next payment being due and that's why I'm telling them where to pick up the vehicle. XXXX told me that's " not their problem and the money is still due ''. She then said collection calls to me, my fiance, and our friends that we listed as references will continue to resume. I told her XXXX  is not to call our friends under any circumstances, and since they don't want to work with us they can stop collection calls to us. XXXX said " that's not up to you, collection calls will resume '' and she hung up. I immediately called back and spoke to a woman who said her name was XXXX. When I asked how to spell her name she asked me why and I told her it was because I wanted to know who I was speaking with she repeated her name and when I told her I needed the spelling she then said okay then my name is XXXX. I proceeded to explain our situation to her and she cut me off by telling me that all collection calls will resume to both me my fiance and all three references on the application. When I told her to cease and desist all communication with me my fiance and anybody listed on the application she told me I can't make that request and collection calls will resume and hung up. At this point I was outraged and called back again, except this time they picked up and hung up three times. They must have called ID. I tried one more time and XXXX answered the phone, so I told her I was recording the call. She said " that's fine, pay your bill '' and hung up. I've already paid {$780.00} of the {$800.00} principal balance. I had no idea I'd lose my job because my car died andi had no transportation, or that my fiance would get hit by a car and be forced to miss work as well. I really thought by calling them, prior to the next payment being due, and being honest instead of ignoring their calls like most people do would be received in the unprofessional manner it was. I worked in XXXX  for years and if I ever spoke to a consumer in the manner they did, or lie about my name especially I would've been fired and surely reported to the FTC or FDCPA.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief