Consumer complaint received 2022-09-13
Company: Stellantis Financial Services US Corp.
State: AL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Due to a personal matter, I have fallen 1 month behind on my car note with First Investors Servicing Corporation. I have been calling since XXXX to get a XXXX extension filed. Back when I first called in I was told I was eligible for an extension, but in order to be approved I needed to update my insurance. Well that's what brings me to this complaint. I have done my due diligence in providing proof of insurance, however, their system is still showing that my insurance is inadequate. The first rep I talked to was XXXX XXXX. He gave me the info to contact their vendor XXXX XXXX to send them the documents to update my insurance. I worked one on one with a rep for XXXX XXXX and provided my declaration page. She said I was good and everything is showing updated. Wrong!!! Call First Investors back after XXXX business days to do the extension and my insurance was still showing inadequate. So I talked to XXXX XXXX and he said to send him my declaration page and he'll send it over to the insurance vendor for me. Gave it another XXXX business days, never heard back from anyone, so assumed everything was good and called back to file the extension again. Insurance is still showing inadequate. So the rep XXXX XXXX I talked to said the same thing send him the declaration page and he'll send it over for me. So I did, waited another 7 business day and called back and still showing inadequate. At this point I'm getting highly frustrated that I can't get nothing done in order to file my extension. So that time I called back I talked to XXXX XXXX again and this time he told me they just had changed vendors and I would need to update my insurance with www.myinsuranceinfo.com. So I did and it said that it couldn't locate my loan information. So I called the vendor at XXXX and they said yes XXXX XXXX is our new client, but however, they haven't sent over all of the loan documents, so therefore, there wasn't nothing they can do to update my insurance. Then on XXXX XXXX I called back and talked to XXXX XXXX and asked to speak to a XXXX. Well the XXXX or supervisor never did take my call and instead had asked XXXX to ask me to email her my declaration page and they would review and get back with me. So I did and as of today I have yet to speak to a XXXX and my insurance is still showing inadequate. I'm not understanding why it's so hard to update insurance on their system. I've never had this issue since being a customer for 3 years. Something tells me they use to do the verification in house and decided to outsource to a vendor, and I'm going to tell you from experience that having a vendor to do your work isn't all that great. I'm needing to speak to a XXXX ASAP to get this taking care. Check my notes on account # XXXX and you'll see what I have been dealing with for a month now. This is ridiculous. I can be reached at XXXX. No more running around and no more emailing anymore reps until I speak to a XXXX cause nothing is getting done. I'm attaching my declaration page here. Doubt it will do any good, cause emailing it sure didn't.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief