Consumer complaint received 2018-10-16
Company: MARINER FINANCE, LLC
State: MD
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Charged fees or interest you didn't expect

Complaint:
I have been with Mariner finance for many years. Have had many loans and the current one i have. I have had nothing but problems. I put my collateral up got the money. And made payment on time every month!. Then a deer ran out and i totalled the collateral. No problem i have insurance. Hey i even have gap insurance which i paid for.This happened on XX/XX/2018. XXXX got a pay off amount of around {$2600.00}. What was left of my loan. After all was said and done XXXX offered almost {$2500.00} for the car. Yeah me! Not. So i contacted Mariner and informed then the payment XXXX was offering about the value of the loan. Iasked if i could use my gap to cover the rest. I was informed that he would look into it and get back with me. No one called me back so a few days later i called again to check the status on the gap coverage. I was told i was not aloud to use my gap coverage because it was less then the {$500.00} value. Really? So ok my thought was its around {$100.00} i will still owe. Less then my normal payment. So i waited. XXXX reached out 3 times. I called Mariner finance of XXXX every few weeks got a diffrent story each time.. XX/XX/XXXX or XX/XX/XXXX time i talked to mariner they advised me they still havent recieved a check this was XX/XX/XXXX. So i call the salvage department with XXXX. They had me on hold as they once again contacted Mariner Finance of XXXX Md to fond out when they would recieve the letter of guarantee. This is a standard practice between every finance and insurance company. XXXX informed me that they once again faxed the letter and stayed on the phone with XXXX. They didnt recieve it. So she preceded to email and waited untill he recieved it. XXXX did return my call after he finished his call with XXXX. We had a heated comversation of the inability of them doing there job properly. And i asked to speak with a manager and was denied. Ok. He called me back the following day to inform me the letter of guarantee was being summited back to XXXX.. i paid me XX/XX/XXXX payment of {$170.00} on XXXX XXXX. I didnt know what was going to be ledt on the loan since every time i called the number changed. They refused to tell me what the $ amount would be untill they recieved the check from XXXX. Ok on XXXX XXXX they recieved the check. XXXX then contacted me to inform me i have a balance of almost {$80.00} for added interests on my acount to pay it off. ..what? If i did the math correct and my pay off was {$2600.00}, XXXX paid u just about {$2500.00} plus i just paid you {$170.00}. How to i have more intrest to pay. When i have gap insurance and should never have had to come up with {$170.00} in the first place!. 
This is why i paid for gap and i cant even get my money returned on a insurance policy they provided to me at a cost in the event of this exact thing happening. Heart broken.

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