Consumer complaint received 2023-07-22
Company: MCMC Auto LTD
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Mcmc auto. Repossessed my vehicle this morning XX/XX/23. I have never been behind or missed a payment. I reached out on XX/XX/23 to inquire about assistance. I advised it due to my a situation with kids. My son is XXXX and has been diagnosed with XXXX XXXX  and his therapy is very expensive and. I also have XXXX XXXX and I'll be starting XXXX soon. The agent provided me with some options that would still demand a payment be made on my due date XX/XX/23. So I went into my savings account and tried to be proactive to avoid any issues. And made a payment for the payment due and two FUTURE PAYMENTS that are not yet due. That was on XX/XX/23 and then on XX/XX/23 I mistakenly made another contractual payment meaning to add my debit card to the payment system to set myself back up on auto pay. I reached out via email on XX/XX/23 and advised I mistakenly made that payment and the transaction mostly likely will not clear ( both were ACH ) I was told they couldn't stop the payment but that's fine I'll just be charged a fee for NSF if it returns. Then on XX/XX/23 I received a text from my bank saying they suspected some suspicious activity with my account and identity. And they suspected possible fraud. And we're starting an investigation. I then spoke with the bank on XX/XX/23 they advised the severity of the fraudulent activity may result in my accounts being frozen. And transactions being reversed " may ''. I did confirm with the bank my car payment was a valid transaction. I then reached out to mcmc XX/XX/23 and explained all this to a very nice agent. Mind you I was only contractually due for XX/XX/23. She said I see the note about the mistake payment ( so don't worry about that ) I also told her my bank suspected fraud so I might need to go ahead and make my XX/XX/23 payment now via debit to avoid any issues. She told me " no '' do not make the payment wait to see if the payment will clear. If not " don't worry we will call you ''. I told her I need my car and I don't want any problems! Then on XX/XX/23 at the end of business my bank due to multiple fraudulent charges.. using my personal information got reversed. My payment that was made to mcmc returned for NSF because the scammer cleaned out my account. Then my bank froze my account which caused the mistake payment to return. I didn't get a call. I didn't get a email. I received a text from a XXXX number at XXXX stating I had multiple checks return my car will be repossessed. I didn't get off work until XXXX so I did not see the text. I tried to call and sort things out. They were closed. I even tried to go on mcmc 's website and use my debit card while I was still able to. To make the one payment I contractually owed the system would not allow me to. My card was XXXX at XXXX central. Along with all my other forms of payment. Mcmc doesn't open until XXXX. I woke up to take my son to XXXX at XXXX and my car was gone. I was told on the phone and through XXXXXXXX that it would be XXXX to get unit back. Because I was past due. I was also told the conversation I had with agent didn't mean anything. I was also told I had 24hrs to reinstate my unit. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I communicated with mcmc!! I also have never missed one payment!! I was a victim of identity theft!! And my car without notice was repossessed on XX/XX/23 for being past due for my payment XX/XX/23. I was talked to so poorly! I was treated so bad! I go without food to make sure my car note is paid. I was told not to worry I would get a call!! I had no thought in my mind about repossession. This is not right! The way this was handled was not right! And how could I be repossessed for future payments?? I am absolutely devastated.. my payment history is perfect!! And I communicated with mcmc and was told " they would work with me '' " if there's any problems they would call me '' but without notice my car is repossessed and then I'm told none of that matters and they don't have to call me or email me. They sent me an email " After my unit was repossessed ''

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation