Consumer complaint received 2020-06-15
Company: Veros Credit, LLC
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XXXX XX/XX/XXXX, I was recalled to XXXX XXXX, upon reactivation I requested that my auto loan be placed under SCRA. From XX/XX/XXXX to XX/XX/XXXX I fought with Veros Credit to have the account placed under SCRA and with held payments for approximately 2 months before Mr. XXXX XXXX of the Veros Credit Loss Recovery department contacted me and finally started to push the process. During our conversation where he placed my account under SCRA, he stated that the interest rate change would NOT affect the remaining balance of the loan, due to four payments having been deferred. This did not make sense to me as there was approximately 2 years left on the life of the loan. I made arrangements and paid to get the account up to date, and by XXXX of XXXX my auto loan with Veros was placed into an involuntary repossession status which damaged my credit score and dropped it to the low 500 's, I emailed Mr XXXX, who corrected it, however the damage was done and my credit score did not return to what it was. Fast forward to XX/XX/XXXX, I made 1 of the 4 remaining payments and received a phone call from Ms. XXXX from Veros Credits Loss Recovery Department, informing me that we did not make the payment for XXXX, I told her we had just made the payment for XXXX, she verified that I was correct and stated she would contact me and inform me on the situation of the account and why it was showing the balance that it was. Ms. XXXX Called me the following week and explained that the four payments that were differed were all due in one lump sum, I  brought up my concerns about how high the balance was and she could not provide me with an answer, however Mr XXXX sent a loan mod package for me to fill out and return. My current deployment began early XXXX of XXXX Mr XXXX contacted me on XXXX XX/XX/XXXX and left a voicemail requesting that I contact him, I made every effort to contact Mr. XXXX, emails from home, work as well as phone calls from work and my mobile phone. during this time XXXX I had one response from him, my initial response to him which was a direct reply to his email containing the loan mod, expressed my concerns about the remaining balance and why there was XXXX dollars on top of the 4 remaining payments. I requested fine print ( policies ) and never received a response to my request, outside of the previously  mentioned which took place on XXXX XX/XX/XXXX when he stated he was out of his office and would make every effort to contact me. The customer service from this department was lacking, and it seems that this company had dodged me at every opportunity with providing policies for me to read through to see why the amount remaining is correct. I sent a final email to Mr. XXXX stating that it would be my final attempt to contact and that I would seek legal representation via a Legal Assistance Officer at our Military Legal Office. This email was sent by myself via my civilian email on Saturday, XXXX XX/XX/XXXX at XXXX EST. I received a phone call from XXXX on Friday XXXX XX/XX/XXXX at XXXX EST, and I politely told her that I already acquired legal representation and that all further contact would have to be via my Legal Assistance Officer. Since the start of this fiasco, I have made 3 of the four remaining  payments with an outstanding balance decreasing from approximately XXXX to XXXX. Latest payments made on XXXX XX/XX/XXXX and XXXX XX/XX/XXXX are currently not reflecting on the loan. Last payment for this loan will be paid on or before XXXX XX/XX/XXXX, leaving the remaining unexplained balance. As of XX/XX/XXXX another derogatory mark has been assessed to my credit report for a late payment.

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