Consumer complaint received 2023-09-22
Company: COLUMBIA BANKING SYSTEM, INC.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX purchased a semi-truck through XXXX around XXXX XXXX XXXX, for {$61000.00} + {$3900.00} less {$10000.00} ( down payment ) = {$55000.00}. XXXX XXXX is one of the lenders XXXX uses. Insurance was purchased for the vehicle as soon as possible and the proof was provided by our insurance advisors in XXXX to XXXX XXXX ( XXXX ) ( Contract # XXXX ). However, we were advised that the certificate of insurance was never received. 

Issue XXXX ) XXXX XXXX charges : The account was charged insurance from XXXX through XXXX even though we were advised by our insurance advisors that proof of insurance was provided to XXXX in XXXX. We received no further communication from XXXX regarding the ongoing insurance charges other than XXXX passing it off as someone else in the company is responsible and the account will eventually be updated. 

Issue XXXX XXXX XXXX XXXX XXXX and adjustment reflection : As of XX/XX/XXXX, XXXX with XXXX ( Insurance Tracking ) advised me that they were no longer tracking XXXX XXXX, XXXX insurance as of XX/XX/XXXX and it usually takes XXXX billing cycles for the account to be adjusted with possible credits to the account. XXXX was the XXXX billing cycle and here we are again with XXXX pointing the finger at XXXX and vice versa and we can not get a clear answer on the credit amount. I also spoke with XXXX ( XXXX XXXX ) and he pushed it off on XXXX as well. The reason why the insurance credit is vital to XXXX XXXX, XXXX is that the company has been struggling financially and the credit will assist XXXX XXXX in bringing the account current with {$1000.00} balance owed for XX/XX/XXXX and more that can be returned to XXXX XXXX or used toward the balance. 


Issue XXXX ) : The account balance is more than the purchase price of the vehicle. Speaking with XXXX and XXXX on a three-way call on XX/XX/XXXX, I asked more questions for me to estimate the insurance credit because XXXX said XXXX could not see in her system how much the company paid in insurance from XXXX even though she could tell us the balance to date, which is {$76000.00}. However, again the purchase price of the vehicle was only $ XXXX. So, I asked more questions. XXXX stated that XXXX XXXX 's beginning balance was {$95000.00}. How is this possible? That had never been explained to us. Also, it is not detailed on their payment system either. Their payment portal only reflects the amount owed. Now, I can see a contract detail section stating the current balance, but that is it. 

Issue XXXX ) : Unable to obtain a complete account history from XXXX. I am currently working with XXXX who is the collections specialist handling our account until the end of XXXX. She is to call me on Friday ( XX/XX/XXXX ) to collect the remaining XXXX balance, but she says that she must ask her supervisor for a complete account history. She advised me that certain requests are sent to different departments, and she is unable to provide that information and she can not give me a turnaround timeframe as to when I will receive the information.

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 explanation