Consumer complaint received 2023-06-22
Company: Citadel Finance Company
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Problem after you declared or threatened to declare bankruptcy

Complaint:
Originally, we had filed bankruptcy without my car included. We were current on the payments and had paid over {$18000.00} for this used car. We were $ XXXX away from paying it off. When they heard we were filing bankruptcy, even though we were current on our payments, the car was turned off because it had a starter interrupter device on it. They refused to admit they had actually turned the car off or that the box was the issue. Two separate companies, including a shop AND THE company that made those boxes, informed us that the starter interrupter device was the problem. Citadel refused to admit this was the issue. They said I had tampered with the box to make it work. I was current on my payments. I had no reason to mess with the box. I was stranded in XXXX after working all day, until almost XXXX because the car would not start. Why would I have tampered with the box before driving home to cause the box to malfunction? I wouldnt have, however x they made this ridiculous accusation. We had to pull hundreds of dollars from our savings trying to fix the issue after being told multiple times the box had issues and caused other issues. We were told it wrecked the fuse box. I replaced it. Still wouldnt run. I was told it had to be another part. Replaced it. Still didnt run. Finally, i was told definitively that it was the box itself that the finance company put on the car. I was also told the box was so old they no longer used that model and were phasing the boxes out because they were malfunctioning. Citadel refused to acknowledge this and said that it was untrue, even tho it was THEIR company for the boxes that informed us of this. The finance company refused to come up with a reasonable solution to turn the car back on and fix the problem. They wanted me to pay to replace the box, as well as pay over {$600.00} to have it towed to their dealership. We had just drained our savings account trying to fix this car and could not afford it. It sat in the shop for so long, citadel finance sent the title to the car to the shop and told them they could have it. We called our attorney immediately because our bankruptcy was not finished and we had the car included so we would not be responsible for a loan for a car we were essentially screwed out of. Upon receiving notice of the discharge of our bankruptcy, the finance company immediately began reporting 4-5 months of late payments ( during the time period this all occurred and the car sat in the shop ) and reported the loan to my credit and it dropped my credit significantly. I called to resolve the issue and they said they would be pursuing me for the loan amount and late fees and that bankruptcy does not change anything. Now my family is down a car and no way to get another because most car companies arent willing to help me with my late payment history of this car that I was CURRENT on. I do have the ability to contact the shop and receive proof and I have access to receipts where i paid for various car parts trying to fix the issue.

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