Consumer complaint received 2019-10-24
Company: AMERICA FIRST FEDERAL CREDIT UNION
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I purchased my vehicle on XX/XX/19 and signed an open-ended insurance policy with XXXX XXXX XXXX in the amount of {$2.00} per month times every {$1000.00} of my loan amount ( {$13000.00} ) for Life/Death and Disability coverages with America First Federal Credit Union, which should have been around {$32.00} per month. I had an injury on XX/XX/XXXX that put me out of work from XX/XX/19 to XX/XX/19. I called America First on XX/XX/19 to have them open a claim on my behalf since they were the ones paying the insurance premiums from my monthly payment. XXXX XXXX XXXX made a payment on my Personal Loan on XX/XX/19 but did not make a payment on my Auto Loan, so I called XXXX XXXX XXXX to find out why. They informed me that I did not have coverages on both of my loans and I would need to call America First Federal Credit Union for further clarification. So I called them and they reiterated that I did not elect for coverages when I signed on my Auto Loan in the dealership on XX/XX/19, which is contradicting to the paperwork that I have that states otherwise. I agreed to sign up for coverages again to make sure that I would really be covered in the event of an accident since they stated that my first insurance document was invalid. I was told over the phone that the coverages would cost me about {$2.00} per month, and I agreed. It was a different amount on the document they sent me to sign, which instead was adding a total amount onto my loan of {$1200.00}. I was charged {$19.00} on my loan payment for XX/XX/19, and I was told that I had coverages with XXXX XXXX for XX/XX/19 through XX/XX/19, so I called XXXX XXXX to let them know that I did have coverages and they told me that they didn't have to pay on the claim because I had signed for the insurance coverages after the date of the incident. So I called back America First to ask for a refund of the unearned premium and they refused despite knowing that XXXX XXXX would not pay my Auto Loan payment for XX/XX/19 to XX/XX/19. They also would not send me written correspondence explaining why they would not refund me the premium. I filed a report with the Washington Department of Insurance on XX/XX/19 to try and figure out something with XXXX XXXX, and XXXX XXXX received the complaint on XX/XX/19. They called and talked to someone named " XXXX '' who was apparently in charge of my loan. She told XXXX XXXX that because I signed up for the second insurance policy in XX/XX/XXXX, it canceled out any insurance coverages that I had previously signed up for, and they indeed do not have to pay for my XXXX claim. I am now being charged for that first insurance policy as an addition on my monthly payment and I still have an extra balance of {$1200.00} for the second policy. America First also told them that I don't have any coverages right now because they need me to sign another insurance document. So America First Federal Credit Union has been losing my financial documents, stealing my money, lying to me, discriminating against me for having a XXXX, and collaborating with the insurance company to make sure that they don't have to pay on my loan as they originally agreed to when I purchased the vehicle along with Life/Death and Disability Insurance, as well as XXXX Insurance and a warranty through the dealership.

Company response to consumer: Closed with explanation