Consumer complaint received 2023-10-15
Company: WHEELS FINANCIAL GROUP, LLC.
State: VA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Title loan
Issue: Vehicle was repossessed or sold the vehicle

Complaint:
I took out a title loan and sent all required DMV documentation and the title to the company per their agreement. I began making all payments as required.

The company began calling me and emailing me daily about 3 weeks after I took out the loan. They indicated they had not received the title to the vehicle. They also
indicated that they had received the signed DMV paperwork.

I had included both the title and the signed DMV paperwork in the same envelope. Loanmart became argumentative and stated they knew I had not sent the title. They stated they had video evidence that I hadn't sent the title. I informed them that 1. I Was overseas with the military and could not address this until I returned with the DMV. 2. That I knew I had sent the title and that if they had video evidence of the envelope being opened it needed to be shared with me as I was not responsible for them loosing the title. and 3. That their threats to repossess the car would be in violation of their own agreement as their loan agreement indicated that the only reason the car could be repossessed was if I failed to make payment on the loan ( I was current and continuing to pay ).

Early XXXX 2023 my neighbor indicated that my car had been stolen and tha tall that was left was the front bumper of the car sitting in my driveway. I received a phone call from LoanMart around the XXXX indicating that they had repossessed my car. I informed them that this had been done in violation of their own loan agreement and that they still had not provided proof that I hadn't provided them the title. 

They told me they repossessed my car because " I had failed to do what I had promised '' not that I was late on payments or anything else. This language is not anywhere in their agreement and their loan agreement clearly indicates the ONLY reason the car can be repossessed is due to non-payment. 

As the car was now repossessed I could only make payments using a payment services that were only available in the XXXX XXXX XXXX, I was unable to continue to make payments via the on-line portal or over the phone. I again informed them that I was overseas with the military. They did not care. I was never told where my car was so I could send someone to collect my belongings out of it. I was never sent any information on the sale of my vehicle and LoanMart stopped communicating with me beyond sending me a letter on rare occasion that indicates I now owe them almost twice what I borrowed for " non-payment ''. I called them to start the arbitration process that their loan agreement requires and they have not to date allowed me to start it, given me any indication of where/what has happened to my car, and have continued to report my car loan as being late and continue to rack up charges against me. They have not reported my car as repossessed on my credit, nor given me a chance to purchase it back and their repossession agent clearly damaged my car severely when they came to recover it.

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