Consumer complaint received 2019-08-22
Company: Auto Now Financial Services, Inc., Phoenix, AZ Branch
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I purchased a vehicle from Drive Now on XX/XX/XXXX. Drive Now is a buy here pay here car dealership. I had previously purchased another vehicle from Drive Now in XXXX and had successfully paid off my loan earlier this year. I am not a new customer to Drive Now. Recently, I had to have significant mechanical repair work performed on the vehicle which caused me a financial hardship since I had to pay a {$300.00} deductible to Drive Now to have my vehicle repaired. Since I knew I needed to request additional time to make my car payment I reached out to Drive Now and requested an extension on my car payment. 
When I called to request the extension to make my car payment I was told by Drive Now employee XXXX that my current loan was not going to be secure unless I called back and made arrangements as quickly as possible. This conversation with XXXX took place on XX/XX/XXXX. I did not want to be in breach of my car loan and was able to setup a secured payment for XX/XX/XXXX in order to make up for the payment I missed on XX/XX/XXXX. 
On Monday, XX/XX/XXXX, I received a phone call from a man identifying himself as XXXX from an unrecognized phone number. I replied wrong number and I hung up the phone since I normally do not take phone calls from unrecognized numbers due to past incidents with phone scams. I then called Drive Now and asked to speak to XXXX. When she got on the line I was told she was the only one there and had not spoken to me. I requested to speak to her supervisor and transferred me to XXXX. He stated that had called me before but I had hung up on him and explained I usually hang up on callers from unrecognized phone numbers. XXXX then proceeded to say now youre going to verify the last XXXX digits of your social security number in a rude and condescending manner. 
I tried to explain to XXXX my current situation and he interrupted by saying, did you not Bonus this month? I said what are you talking about he said you work for XXXX so you didnt bonus? I then said that I dont bonus at my job and he asked me what my position was and I had told him Quality Analyst. Then he proceeded to ask me do you know XXXX? I was shocked and felt uncomfortable because I do work with another XXXX XXXX   employee named XXXX and then I said to XXXX I am going to discuss other employees with him from XXXX. He then got very upset and said I will give you till Friday to make your payment. 
I am concerned that since he told me he knew a fellow employee, he could violate my confidentiality and privacy by discussing my personal account information. In addition, it was completely inappropriate that he mentioned that he knew one of my coworkers, which made me feel he was intimidating me and/or threatening me and he could embarrass me would by divulging my private account and/or financial difficulties to my co-worker. 
I am now current with all of my car payments with Drive Now. However, I feel I was treated unfairly and unethically by XXXX. In addition, XXXX actions were reckless, threatening and very unprofessional. He has violated my privacy and Im certain it is not one of Drive Nows policies or procedures to threaten or intimidate customers by breaking confidentiality requirements so I am bringing this complaint to your attention.

Company response to consumer: Closed with explanation