Consumer complaint received 2018-08-20
Company: Fair Financial Corp.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I lease a XXXX  XXXX XXXX through the Fair app. Initially paid deposit through app and after receiving my first mailed bill, I made my first payment by phone in XX/XX/XXXX to ensure it got in on time. At that time I set up a recurring monthly payment through Fairs billing entity XXXX XXXX XXXX for XXXX on the XXXX of each month. 

For background, Fair sends customers a billing notice telling them they can make payments the following way : 1. One time phone payment 2. Set up monthly recurring payment ( sends you to the XXXX XXXX XXXX   number ) 3 By mail Thinking I was set up I left for vacation in XX/XX/XXXX. Didnt notice at the time my account was charged that month TWICE. Once by XXXX XXXX XXXX as I expected, but another charge from the Fair app itself for the same amount!! 

Happened again. XX/XX/XXXX duplicate charges from these two entities on my statement. 

Talk to Fair customer service ( by text because they barely have customer service ) and they send you to their billing department - which ends up being XXXX XXXX XXXX. 

XXXX XXXX XXXX tells me they only handle their own charges not those from Fair app. I ask why on earth they exist if Fair is already handling their own payments by app and why do you not have visibility to other duplicate payments Ive made. Rep has no answer. 

Talk to Fair customer service, by text as usual, and rep tells me to call the billing department. Again. I inform him there are 2 entities billing me. He has no clue about this or what to do. 

1. No where does Fair inform consumers they DO NOT NEED to set up monthly recurring payments as they are already set up when they contract with Fair. 
2. And yet, Fair mails out an invoice monthly telling consumers you have the above mentioned 3 ways to pay ... as if you arent already set up in the app. One of the ways is to set up a monthly payment with a 3rd party Payment Servicing entity. Which results in duplicate billing. 
3. Fair reps are untrained and have no clue how customers get billed and do not assist. 
4. Fair has 2 billing entities that do not have visibility to one another, and apparently no way to track, manage or catch duplicate payments. If they even care to do so. 
5. Fair has been extremely and willfully negligent in its management of monthly payment processing, as well as careless and confusing with incorrect and misleading billing information that is sent to consumers. 


There is no efficient or effective way to get assistance with Fair as they dont even understand how their company billing is set up. They are a circus with no concern for customers. 

Their duplicate billing has put me over my credit limit two months in a row, affected my credit rating, interest, and most importantly negatively impacted my vacation when I could not pay for my last hotel, unknowing they had double dippled on my card. 

I expect the charges from Fair Financing for XX/XX/XXXX and XX/XX/XXXX to be reversed and the company to get itself together with regard to their financial systems and payments.

Company response to consumer: Closed with monetary relief