Consumer complaint received 2021-12-29
Company: Byrider Franchising, LLC
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
CNAC XXXX was overcharging me for car insurance I already had. I initially bought the car ( with a loan ) XX/XX/XXXX of XXXX. I was told I needed to get my own full coverage car insurance but until then Id be put on CNACs insurance. I got insurance with XXXX  XXXX a week or so after purchasing the car. I had my new insurance company fax over the information and I called CNAC to make them aware of my new insurance and to take me off of theirs. In XXXX of XXXX I got a call from my loan account manager XXXX XXXX ; and he had told me he JUST got the information that I already had insurance with XXXX XXXX  and that I was being overcharged {$46.00} biweekly every month since XXXX up to XXXX. He issued me a refund of {$80.00} to cover the last TWO payments. This was his only fix to the issue even though I had stated that is was more that I was owed. ( A little over {$800.00} ) I spoke with a supervisor, XXXX XXXX, and she said they couldnt do anything without proper documentation of when I got insurance with XXXX XXXX I emailed them my Letter of Experience which shows I got insurance on XX/XX/XXXX to which they said it wasnt enough proof and they wanted me to prove that I had the information faxed over at the time I got the insurance. Otherwise there was nothing they could do. I asked them to go back into their files to look for the fax and they said they didnt have access to a internet portal to get the information. It was a whole run around I was getting and when I asked to come in to talk more in depth about the situation in person, they said their offices were closed to the public and phone was the only way I could talk to them. I already spoke to my advisors at XXXX  XXXX and they firmly stated they had sent over the information when I asked them to back in XXXX. I was getting nowhere with this company. In late XXXX I had also asked for a new affordable payment plan because I was going through financial hardship at the time. They asked me to prove my hardship by writing a formal email and also filing out a budget plan to show my monthly expenses. I did both these things through email. It took XXXX XXXX till the XXXX of XXXX to get back to me with a new payment plan offer of {$150.00} a month. This was great but he wanted the payment that day and I couldnt make it because of other bills, so I declined the offer and asked if he could change the payment start date for a week later. ( I didnt want to start a new payment plan late ) he never got back to me and instead harassed me for a payment he knew I didnt have due to the financial struggles I was facing. He sent my account to his supervisor, XXXX XXXX, and she had called me regarding the situation. I explained the financial hardship I was going through to which she asked if there was anyone that could help me out with the payment. I told her no, not at this time and that I was doing everything I could to find a job with more money. When I asked about a new payment plan, she said that XXXX wasnt able to legally offer me a new payment plan because of my contract, especially if she didnt approve it. Which didnt make sense to me, being that he offered me a new plan just last week, with someone elses approval, XXXX XXXX XXXX to be exact. She again gave me a run around and I was getting nowhere with her. XXXX told me my payments would continue to pile up and that repossession would be in the near future if I can not figure something out. I am currently two payments late and still struggling financially.

Company response to consumer: Closed with explanation