Consumer complaint received 2019-01-30
Company: Volvo Car Financial Services U.S., LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
We are requesting assistance resolving a problem with XXXX XXXX XXXX  XXXX and Volvo Financial Services. We leased a XXXX XXXX XXXX on XX/XX/XXXX at XXXX XXXX XXXX  XXXX. We signed all documents in their office, located at XXXX XXXX XXXX XXXX, XXXX WA XXXX. The next day we were informed by XXXX, the Finance Manager that XXXX XXXX needed to provide a copy of a Washington State Drivers License before the deal would fund. He asked about the license during the closing the day prior ; we explained that he did not have one. XXXX originally replied that it should not be a problem. Then, later on in the day on XX/XX/XXXX, we were told that everything was fine. However, a few days later we received a call that they actually required a copy of the license. As the State of Washington was updating computer systems and XXXX was travelling, we could not supply the license right away. When XXXX received the license, he immediately provided a copy to XXXX XXXX XXXX  XXXX. 

We called Volvo Financial when the first lease payment was due and was told that we did not have an account and that Volvo Financial would not accept payments from us. We called the local office of XXXX XXXX and were told that we should make payments to them until the lease funds and that they would forward our payments to Volvo Financial. We made payments of {$1000.00} on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and two on XX/XX/XXXX. 

We received notifications from credit bureaus that we were being reported as 30 days late by Volvo Financial around the second week   of XXXX. This was surprising as we had made all payments within 30 days of the due date. We called Volvo Financial and were told that XXXX XXXX had not forwarded the payment from XX/XX/XXXX. 

We called and spoke with XXXX, the General Manager of  XXXX XXXX numerous times. He told us that they were working on it and that they were speaking with XXXX XXXX to obtain a resolution. He told us numerous times that he would follow up with us by calling and informing us about the status. To date, he has never called either of us. 

On or about XX/XX/XXXX XXXX informed us that his office was refunding our lease payment that was made on XX/XX/XXXX after keeping the funds in their account for over three months. We expressed dissatisfaction and insisted that XXXX XXXX XXXX forward the payment to Volvo Financial as agreed in XXXX. We do not understand why they would keep this payment for over 90 days, just to attempt to return it to us. Frankly, we do not believe that XXXX is assisting us as he does not return calls and when he takes our calls he responds in an apathetic, demeaning tone. 

XXXX received an email from XXXX XXXX, who claimed to be another General Manager on XX/XX/XXXX about our interaction with XXXX. XXXX left XXXX messages in the mornings on XX/XX/XXXX and XX/XX/XXXX. We have yet to receive a response from him either. 
We also spoke with numerous representatives of Volvo Financial on or around XX/XX/XXXX and XX/XX/XXXX. One stated that they would reach out to XXXX XXXX XXXX and another stated that XXXX office would need to contact them. The first representative stated that the report of the 30day late payment would be removed if XXXX XXXX XXXX XXXX stated that we paid the payment in XXXX, XXXX. The second stated that the 30 day late payment would not be removed as Volvo Financial and XXXX XXXX XXXX have no relationship. We were surprised at this response and by the inconsistencies between representatives.

Company response to consumer: Closed with non-monetary relief