Consumer complaint received 2017-07-15
Company: TCF NATIONAL BANK
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In  XX/XX/XXXX  I bought a   XXXX   XXXX   from a local dealership and financed the vehicle through Gateway One Lending. On  XX/XX/XXXX of the same year, I was involved in a collision which resulted in my vehicle being declared a total loss by  XXXX , which is my insurance carrier. At the time, I was 3 months delinquent on my car payments due to unforeseen hardships.
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On  XX/XX/XXXX  my  XXXX  insurance adjuster called Gateway One and reached a representative in collections who was assigned to my account. For now, I will now release her name. She gave my insurance a ten-day payoff quote of {$15000.00} to pay off the vehicle. Just a few days prior, I had checked my ten-day payoff amount online and obtained a quote exceeding {$16000.00} ( approximate, ) so the moment my insurance adjuster discussed the total he was quoted I became suspicious. He proceeded to issue a check for the amount he was given over the phone, which by the way, was processed by Gateway One just before they surrendered the title to  XXXX .
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A couple days went by and I was still having an unsettled feeling about the different payoff quotes so I called Gateway One and reached this same agent. She confirmed that {$15000.00} was the amount she quoted, but maintained that I still had a remaining balance. Obviously disagreeing, I argued that in the finance world and insurance world, a ten-day payoff means you are paying off the entire balance of the loan, so I could n't understand how she could quote anything other than that. The exact verbage on Gateway One 's website regarding the calculation of ten-day payoffs states " The payoff on a simple interest account equals the principal balance, plus any finance charges accrued and any other outstanding fees. '' With this said, I do n't see how there was any confusion or gray area. This agent was very nasty toward me -- making threats and scolding me for being irresponsible in my payments on the vehicle. She talked badly about my insurance adjuster, claiming he should have sent the check electronically and not by postal mail and requesting his contact information from me. The depth of her unprofessional behavior and condescending remarks toward me gave me the impression that for some strange reason, she took it personally that I would not be making payments out of pocket, but that the insurance was paying off this vehicle.
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I called my   XXXX   adjuster back to report this information and double-check my facts. He assured me this was the amount quoted and at the time of their conversation no other fees or balance were discussed. To date, Gateway One can not provide me with any justification for a remaining balance, yet around the first of  XXXX  they reported I owe them {$1300.00}, which was 90 days delinquent and reported the full balance of the loan of over {$15000.00} as an active debt, which is inaccurate, and as of  XX/XX/XXXX , still remains on my credit report. As luck would have it, I was monitoring my credit report actively after my conversation with the agent. The information was updated at least twice after the check from  XXXX  cleared. There is NO REASON the correct information should not be there. I have been denied credit multiple times, including having not one bank accept my application in my current car search because they all take this credit report entry seriously and believe Gateway One 's word over mine.
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I want Gateway One 's entry removed from my credit report at once! It is manipulative, erroneous and detrimental to my status as a consumer. I will not accept that I have to wait while an investigation is conducted when I am providing ample proof that this was not a simple mistake, nor is a valid debt.

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