Consumer complaint received 2023-07-11
Company: Bepensa Capital, Inc.
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Hello, I was behind on my payments because of loss of job and eviction from my home in XXXX. Thankfully I was able to find the money and on XX/XX/XXXX at XXXX. I made a full payment of {$1500.00} to Credito Real loan company. The next evening XXXX at XXXX, I went outside to find my car taken for repossession. I called the company confused about the issue. They told me to call back the next day to resolve the issue. 

The next day I called upset wondering why the car was taken after the full payment on my car was made. The first man I was talking to started belittling me on how I should have called a long time ago and its my fault Im in the situation. I asked to talk his manager and then he put me on the phone with someone in the repossessions department who was not a manager. The new person on the phone told me that I would owe XXXX dollars in repo fees. I began to cry because Ive already been through a lot and made a big payment. The man told me not to cry and he said he could help me out. He told me that he would add an extra XXXX dollars on my bill every month and that he would defer my monthly payments for XXXX and XXXX to get me back on track. After the agreement, the man in repossessions sent me a form to fill out the deferment form. 

I filled everything out and waited a long time to get the confirmation from the man about what the next steps would be to get my car. He then said though I see you made the full payment on our end we need to see or hear confirmation from your bank that this payment was made. I tried doing this confirmation but the XXXX transaction disappeared on my statement. My bank told me and the guy this happens with large payments sometime and it may appear on my account the next day. After we hung up with my bank the man told me that the typical protocol for repossessions is making a payment in cash with a paynear me link. I asked if he could cancel the other payment on his end so I wont be charged twice. He said he doesnt feel comfortable with that and said I should dispute the payment on my end. I really needed my car to get to a performance obligation so I could not wait until the next day to see if the payment was cleared on my account. 

So I walked to XXXX to make a cash payment of XXXX and a cash payment of XXXX. It was XXXX when I finally made the payment at XXXX XXXX He then told me they were about to close and I wont be able to know where my car was until the next day XXXX. On Friday XXXX I called XXXX that morning waiting a long time again to get information about where my car was. When I finally got the information of where my car was I found out that the repo lot was only open on Tuesdays and Thursday and it was Friday. I had a singing performance on Sunday XXXX minutes away from where I lived and no one could take me. So I had to rent a car. I called back that same day to complain to a manager. A man took notes in my file on the whole story and apologized for everything I went through. I was able to prove my case to my bank and dispute the first payment I made of XXXX on XXXX before my car was even taken away from me. I was able to get my car back on XX/XX/XXXX. 

On XXXX XXXX XXXX weeks later, I got a call from a repo agent saying he were there at my house trying to pick my car up. I was confused because I did everything right. I was out of town visiting my grandma in New York while this was happening. The repo man put me on the phone with the loan company and they started to retract everything we talked about. They kept saying I canceled my payment and they were taking my car. But I didnt cancel the payment. It was disputed with my bank because of double payments. The guy started to threaten me saying if I dont let him talk he would repossess my car again, saying that I should have made my payment along time ago. Shaming me for being jobless and homeless. Lack of communication was made because my phone has been off due to not having a job. This is the XXXX person from this company that did this to me. The call was disconnected because I was trying to do XXXX orders to make extra money. 

On XX/XX/XXXX my car was repossessed again and they said I owed another XXXX dollars.When I try to fight back and explain the situation, no one listens or cares about what happened. It feels like manipulation, I feel alone and confused. Where are all the extra fees coming from. Where is the extra XXXX dollars I made. Why would they repossess my car again after only XXXX weeks before the next payment was even due. Why was my deferment papers ignored the first time. I feel like there is a lot of unfair deception going on with this company and Im being taken advantage of. Every time I try to explain this to family and friend they get confused too. No one is updating the system correctly and I dont think there is any real managerial supervision at this place. Adding to, every time I call, the operator machine says, this call is being recorded and monitored for quality and training purposes Are they training their employees be aggressive and rude? I need help immediately please.

Company response to consumer: Closed with explanation