Consumer complaint received 2022-03-16
Company: CARS Acquisition, LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I made a ACH Payment of {$300.00} on XX/XX/XXXX for my car payment that was due the previous month. I didnt see it pop up on it in the recent payments so I made another one of {$290.00} on the XXXX and XXXX XXXX Those did show up on my account. So I called Car financial services to cancel the first {$300.00} payment and they refused to. I explain to them that I accidentally made another payment of {$300.00} because I did not see the first payment of {$300.00} on the account. I told them that I only had the {$330.00} in my account so that payment should go through. And the last one of XXXX will not go through. The person I talk to said this was fine and that the last payment would just be returned after the other one was processed. I was told this on XX/XX/2022. I called again, yesterday XX/XX/XXXX, because I noticed that the money has not been taken out of my account yet and it has been seven days since I scheduled the ACH payment. When I called they told me that all my payments were returned and that none of them went through. This was impossible because the money was still sitting in my account. I did have the money in my account for the XXXX but I told them that I did not have the money for the XXXX payment that I accidentally scheduled. I explained this to them and they claimed that all three payments were returned even though the payments were made through two different bank accounts. I dont know how its possible for all the payments to be returned especially the ones that I told him I had the money for. So I called on the XXXX and that is when my new car payment is due. So I spoke to somebody I dont remember her name, and she handled the situation horribly. She told me that since it is the XXXX that I would owe the past due balance plus the nonsufficient funds fee plus the new payment. This would mean that I would owe almost {$700.00}. I told her that I would like to just pay the past due amount of {$340.00}, because that was due. She refused the payment and said no that I would have to pay the {$700.00} and that she would not except anything less than that. I told her that this was not fair and that this was not true that my payment was absolutely due today because I am normally given a 10 day grace period on my car bill when it is due on the XXXX meaning when my bill is due on the XXXX they usually give me up to 10 days to pay it so I do not understand to why I owe the money today and why I had to pay it today on top of the past due balance. I did not refuse to pay the past due balance I just explain to her that the new balance for XX/XX/XXXX I did not have but I did have the money for the past due balance. She refused the payment again she said I was rude and said she doesnt want to talk to me or deal with me anymore. She said and I quote I do not want to talk to you anymore or deal with you anymore Im going to sell your car back to the dealership. She hung up on me when she said this. I called the dealership shortly after and they were confused what was going on and didnt have any information at the time. I called the car financial services again and they said she did in fact sell my car back to the dealership. So I called the dealership and XXXX the sales agent, said she spoke to XXXX in a text message I think. And the agent that was handling my case and that said she would sell my car back to the dealership, told the dealership that I refuse the payment, said I wasnt going to pay my car off anymore, and said that I wasnt going to pay the nonsufficient funds. This is absolutely not true. I did not refuse payment I just told her that I did not have {$700.00} To pay the new balance. I told her, ( The sales agent ), that I would pay the {$340.00} which was the past due balance. I did not refuse to pay my car and I did not say I would forfeit my car back to the dealership because I did not want to pay this. I just explain to her that I did not have the XXXX that was due on XX/XX/XXXX. I told her I had the past due balance but she refused it. So the sales agent that I spoke to lied and got my car sold back to the dealership like she claims she would. She was upset with me so she sold my car back to the dealership and lied. This is completely unacceptable and not fair to me. I did not know it was possible that just because a car company agent got upset that they were allowed to do whatever they wanted and lie about it. The phone calls are recorded so I implore that someone please listen to the phone calls and go back and see that I did not say I wasnt going to pay I was trying to make a payment and she refused to take it. I am very upset by this and Im so frustrated that just because she wanted to lie and she was mad at me she was able to sell my car back to the dealership and put me in repossession. Im hoping somebody can resolve this issue this is absolutely not OK. This is not the first time I had an issue with Car financial For every time I call them and theres always a problem with their agents being rude or not trying to work with me when it comes to my car payment. I explain to them that I was going through a financial hardship due to Covid and then I was doing everything I could to make a payment. They also refuse to accept any partial payments for me. And on my pay schedule I get paid weekly. Meaning it is hard for me to make a full payment in one lump sum so I asked them could I do weekly. They refuse every time. When I try to make a partial payment they lock my account and therefore I am no longer to make any payments at all. Even when I called them they tell me they will not take a partial payment I have even have had someone hang up on me because I told them I dont understand why you guys can not take a partial payment just until I get the rest of the money next week. This makes it extremely difficult because it allows them to go longer without a payment at all so they can claim that Im not trying to pay my car payment and this is happened before. Also different rules apply when talking to different agents. But when I called them yesterday an agent told me that my balance was XXXX then I spoke to somebody else and they said my balance was {$700.00}. Im not understanding why certain agents are allowed to make claims and its held is true.

Company response to consumer: Closed with explanation