Consumer complaint received 2019-05-31
Company: UNIVERSAL ACCEPTANCE CORPORATION (NE)
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I called Carhop at XXXX on XX/XX/2019, XXXX a senior manager at Carhop answered the phone. I proceeded to tell her I was frustrated because I called over two weeks ago and set a payment arrangement up with an agent because I was unable to pay on time and that agent from two weeks prior never cancelled my auto pay causing my bank account to overdraft twice since then and I was frustrated that I was getting calls and emails saying I needed to set a new arrangement along with over drafting my bank account multiple times since then. I let XXXX know I needed to set a new payment arrangement now and that I was able to pay everything current on XX/XX/2019. She advised me because they sent another auto pay through today I couldn't set a new arrangement and I needed to callback on Tuesday maybe Wednesday after the payment comes back NSF and that I would need to make a payment to set a new payment arrangement again, I became extremely frustrated that I was having to continue to call back and set new arrangements up along with them over drafting my account again, as I was explaining to XXXX how frustrated I was that they didn't cancel my auto pay when I called to set an arrangement previously and advised I couldn't pay, she proceeded to tell me I needed to be quite and listen to her so then maybe I would understand. She proceeded to tell me if I didn't pay something when I call back on Tuesday or Wednesday of next week that my vehicle could be disabled. She continued to cut me off while I was speaking becoming very abusive to me and continuing to tell me to be quite while I was venting why I was so frustrated, XXXX then proceeded to tell me I was being rude and she was going to hang up on me, she hung up the phone on me. 

I called carhop back at XXXX XX/XX/2019 after being on hold for 6 minutes and 22 seconds, someone picked up didn't say anything and hung up on me I, for a third time, called Carhop again XXXX on XX/XX/2019 when someone finally picked up I asked to speak with a manager, the  woman got another senior manager on the phone named XXXX got on the line at XXXX on XX/XX/2019. When I explained what had happened with XXXX to XXXX she proceeded to tell me it was my fault that I didn't ask to cancel the auto pay and it's not their fault they over drafted my bank account. I explained if someone is calling saying they are unable to make their payments on time and is setting up a payment arrangement why would they not cancel the recurring payments they are set up on, XXXX stated it didn't matter and it was my fault for not asking to cancel them when I set the payment arrangement. I became extremely frustrated again and XXXX told me she was going to hang up on me and I could callback again and speak to someone else. I advised her I want to file a complaint with them for the way XXXX and now XXXX have handled the call, XXXX continued to talk over me and said she was hanging up and disconnected to call on me.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation