Consumer complaint received 2018-03-03
Company: TMX Finance LLC
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
Due Hurricane Harvey, my car was totaled so I spoke with XXXX XXXX ( District Manager ). XXXX graciously told me all I needed was pay back the money borrowed ( {$2000.00} ) and asked me what I could comfortably pay. I told I would pay {$200.00} a month until I pay it off. I thought they are very nice to do this for me. Later he decided to make me XXXX instead the original agreement of {$2000.00} without anything in writing. I told XXXX that I was getting very uncomfortable with this situation so I asked for something in writing. There was one delay after another and XXXX would tell me one thing and Manager XXXX would tell me something else.He wanted me to wait until the Title Loan default to start making payments. The amount went from amount to another then I speak with XXXX ( Manager ) and she would me something totally different so I had to call XXXX back. XXXX called XXXX to type up an agreement with the original terms but I did not have the {$200.00}. I presented {$150.00} initially but they would continue with the written agreement. I borrowed the additional money needed to pay them. After I paid the {$200.00}, they wanted me to paid the {$2000.00} not subtracting the {$200.00} paid to them. Again I had to call XXXX to ask what was happening. That's when he stated he would call XXXX to subtract the XXXX from the XXXX with a balance of XXXX. Also, XXXX lowered the payments to XXXX per month until paid off but it was after the outside agency contact them. Then I started getting calls from XXXX XXXX which told XXXX did not have the authority to make those arrangement with me. I called XXXX again to ask why they were calling me about the loan. He said I will call them so they would stop calling me. The corporate did stop calling for a few weeks then started calling again. At that I knew they were playing games so I would go back to the original Therefore, I decided to get outside help because the situation became uncomfortable and I did not trust what they were telling me. The following month I paid XXXX that left a balance of XXXX. Hurricane Harvey left me in Financial Hardship so sought a consolidation Loan that would include XXXX to pay off the debt. I called XXXX to let him know what I was doing then I called XXXX which stated they would take a credit union check. XXXX says yes we will take the check to pay it off. I started processing the loan then I got a call from XXXX. XXXX says if I pay with a check that I would need to pay the original loan amount plus the interest. I had an agreement that stated all I needed to pay was the original amount XXXX and XXXX until I pay it off. Therefore, the agreement signed by both parties was worthless and started paying close attention to what is said from them. I retain an attorney just to make sure they did not do somethings and I'm happy I did. My brother gave me XXXX to pay them off so I presented them with a cashier check. First, XXXX says if you use this cashier check of XXXX she would not be able to give the XXXX back. In amazement, I said what and asked why not? I told ok apply the full amount and I will access outside help to get the XXXX because you just can't keep it. She called XXXX and was told her to give me a check for {$50.00}. I received the XXXX and the attorney says to get the title because they could use it legally against me. XXXX says we tried adding a lien on the vehicle and was told they couldn't because there was another lie holder on the vehicle. I told there isn't any other lien holder. She says see here is the XXXX check for the lien holder because we did not pay to add a lien. What she did not know was I could see the endorsement on the back of check. Also, I show her the title pulled from County records and they were the only lien on the vehicle. I left with the old title and call the credit union and the attorney that says go back to get the lien release. I called XXXX told her I was on my way back to get the lien release. When I got there she had typed up the lien release and dated for XX/XX/18 instead of XX/XX/18. I called her again and told I was coming back again to get lien release the correct date. She had it ready but before driving off I sent a picture of it to attorney and credit union. It seemed to be ok so I left. Although they attempted to deceive the customer with information and documents that wasn't quite legal, I'm still waiting to see what they've done that would come back on me. I've not heard anything from credit union that there are problems. I don't trust it so I needed to get it on file with an outside source. This is an untrustworthy and conniving company so I would like this be on file for any future customers.

Company response to consumer: Closed with explanation