Consumer complaint received 2023-08-11
Company: Veros Credit, LLC
State: TN
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I am writing to express my deep concern regarding the apparent violations of fair practices by Veros Credit in connection with my loan account # XXXX. I believe it is crucial to address these concerns to maintain transparency, uphold ethical lending practices, and ensure compliance with applicable regulations. Recently I have been experiencing hardship and while that is not a priority of your company I do believe you are committed to The Equal Credit Opportunity Act ( ECOA ) requires equal treatment of all credit applicants and consumers. 
In the past I have always been concerned with the debt collection practices as they seem to be aggressive. I have found myself in therapy, pressured, afraid, and now my livelihood has been threatened due to these neglectful practices. 
1. XXXX a. XXXX, XXXX XXXX XXXX made a payment to Veros in the amount if {$490.00} leaving remaining balance {$520.00} to pay in 7 days. 

2. XX/XX/XXXX a. - a transaction took place in my bank account and amount was declined @ XXXX b. I made a payments through the portal online for {$490.00} leaving remaining balance {$30.00}. 
3. XX/XX/XXXX a. I called in and spoke with representative to have my pay due date change in hopes to NOT fall behind and keep account current. I recorded this call to verify, b. Due date was changed from XXXX  of every month to the XXXX c. Requested a copy of my account to show the breakdown of how much was going to my interest rate and how much was going towards car. 
d. Veros Rep stated she will send me a bill and I CLARIFIED I do NOT want the bill, I need the itemized breakdown. She stated she is sending a form within 24-48 hours that will show interest to my account because of the change of date as well as I have to pay more interest because of I needed to change the day. 
e. I asked if that is negotiable and was told no, I thought I needed to sign a new contract to make changes. 

XXXX. XX/XX/XXXX a. I received an email showing my payment of $ XXXXwas returned as well as my account was charged additional fees from the transaction. I called in and expressed with a representative my concern as I just made a payment ( XX/XX/XXXX ) AND I just CHANGED MY DATE, to the XXXX of every month. She interrupted and stated we are not going to do this, the payment is not from this month. 
b. I responded to the fact that even if it is from the prior month ( XXXX ) the money was paid and I only owed {$30.00} for the past 5 days. 
c. I advised that the call was recorded and she hung up on me. 
d. I did not advise a transaction on XXXX and because of it MY RENT DEPOSIT WAS RETURNED AND NOW COSTING ADDITIONAL {$300.00} ***I have been homeless trying to keep up with car note, I have expressed this and all they do is ADD CHARGES. 
XXXX. XX/XX/XXXX a. I received a call from Veros at XXXX while working. I answered in hopes to let Veros know I am wanting to settle the account, however I was working. The rep did advise I was now 10 days past due. 
b. I asked the representative to give me a call back at XXXX to resolve and the representative continued to try and pull more information from me. I asked multiple times to call back and he even seemed to try to coerce me to say I was refusing to verify or pay the debt. I was just asking to call back since I was working and needed my statements in front of me. 
6. XX/XX/XXXX a. Received a bill ( not requested ) as stated in 4a above I needed an itemized statement. 
b. I responded via email stating I do not want contact via phone as the last 3 representatives have been rude, aggressive, and caused me great anxiety and stress 7. XX/XX/XXXX a.Received a response that my email was received. Then a CONTRACT was sent to me but NO breakdown of my interest and fees. 

I have received countless calls from Veros during my work hours. They even keep calling after I sent an email stating I do not want contact. I have done my best to remain silent but now it is getting out of hand. 
-I have suffered housing loss, being evicted XX/XX/XXXX because I wanted to make my veros payments and as I was trying to obtain housing for my XXXX children and I, that payment was declined and caused me a chance of fair housing. Despite my efforts to obtain comprehensive information about my loan terms, repayment schedule, and other essential details, I have encountered challenges in receiving accurate and clear responses from Veros Credit. 
1. I have experienced what I consider to be harassing and unfair collection practices from Veros Credit representatives. Such practices not only violate ethical standards but may also breach applicable debt collection laws. It has come to my attention that changes were made to the terms of my loan account without my consent or prior notification. This lack of transparency and unilateral decision-making is unacceptable. Despite my attempts to address these concerns through various channels, I have not received satisfactory responses or meaningful efforts to resolve the issues at hand. 

In these efforts, I found these laws that have been violated. 
15 USC 1602 ( a ) INFORMED USE OF CREDIT finds that economic stabilization would be enhanced and the competition among the various financial institutions and other firms engaged in the extension of consumer credit would be strengthened by the informed use of credit. 
This law is so the consumer ( ME ) will be able to compare more readily the various credit terms available and avoid the uninformed use of credit, and to protect the consumer against inaccurate and unfair credit billing and credit card practices. 
I repeatedly asked for the itemized statement via the website portal and verbally. I do not know how much is interest, how much is on the vehicle, and if the contract is correct as the amount financed appears added twice. I was financed {$17000.00} and car was $ XXXX and I paid {$1500.00} down but also saw balance of $ XXXX. 

15 USC 1666b ( 4 ) The creditors failure to reflect properly on a statement a payment made by the obligor or a credit issued to the obligor. 
If my payment was made on XX/XX/XXXX, why did it return? Funds were available and I was not informed that it was returned BEFORE IT charged my account again XXXX. 

15 USC 1666 ( C ) ( a ) Payments received from an obligor under an open end consumer credit plan by the creditor shall be posted promptly to the obligors account as specified in regulations of the Bureau. Such regulations shall prevent a finance charge from being imposed on any obligor if the creditor has received the obligors payment in readily identifiable form, by XXXXXXXX XXXX. on the date on which such payment is due, in the amount, manner, and location indicated by the creditor to avoid the imposition thereof I am not able to verify ( b ) APPLICATION OF PAYMENTS DUE TO CREDITOR REFUSAL TO SEND THE INTEREST INFORMATION I AM REQUESTING. 

( c ) CHANGES BY CARD ISSUER If a card issuer makes a material change in the mailing address, office, or procedures for handling cardholder payments, and such change causes a material delay in the crediting of a cardholder payment made during the 60-day period following the date on which such change took effect, the card issuer may not impose any late fee or finance charge for a late payment on the credit card account to which such payment was credited.

VEROS IS AWARE THAT I HAVE MOVED 3 TIMES IN THE LAST 6 MONTHS AS THEY HAVE ADDRESSES ON FILE. 

15 USC 1666 ( e ) EFFECT OF NONCOMPLIANCE WITH REQUIREMENTS BY CREDITOR Any creditor who fails to comply with the requirements of this section or section 1666a of this title forfeits any right to collect from the obligor the amount indicated by the obligor under paragraph ( 2 ) of subsection ( a ) of this section, and any finance charges thereon, except that the amount required to be forfeited under this subsection may not exceed {$50.00}. 



15 USC 1692c violated ( a ) ( a ) COMMUNICATION WITH THE CONSUMER GENERALLYWithout the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt ( b ) if the debt collector knows the consumer is represented by an attorney with respect to such debt and has knowledge of, or can readily ascertain, such attorneys name and address, unless the attorney fails to respond within a reasonable period of time to a communication from the debt collector or unless the attorney consents to direct communication with the consumer ; or ( c ) at the consumers place of employment if the debt collector knows or has reason to know that the consumers employer prohibits the consumer from receiving such communication. 


CEASING COMMUNICATIONIf a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer 15 U.S. Code 1692k - Civil liability ( a ) AMOUNT OF DAMAGESExcept as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of any actual damage sustained by such person as a result of such failure ; ( 2 ) ( A ) in the case of any action by an individual, such additional damages as the court may allow, but not exceeding {$1000.00} ; or ( B ) in the case of a class action, ( i ) such amount for each named plaintiff as could be recovered under subparagraph ( A ), and ( ii ) such amount as the court may allow for all other class members, without regard to a minimum individual recovery, not to exceed the lesser of {$500000.00} or 1 per centum of the net worth of the debt collector ; and ( 3 ) in the case of any successful action to enforce the foregoing liability, the costs of the action, together with a reasonable attorneys fee as determined by the court. On a finding by the court that an action under this section was brought in bad faith and for the purpose of harassment, the court may award to the defendant attorneys fees reasonable in relation to the work expended and costs.

I lost my option to have somewhere to live due to these practices and I demand communication to cancel debt, repay for causing MORE DEBT, and essentially the disrespect to my job is unfair! If I can not work, I cant pay debt. Please investigate this company. The APRs are over 20 % and sellers use the disadvantage of consumers lack of credit knowledge to charge more and become bullies about it. I have been in therapy since May when my car was repossessed. I took efforts to get it back, lost my home, and yet still harassed. Please look into this company. 

Thank you XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation