Consumer complaint received 2020-01-25
Company: World Omni Financial Corp.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I was a co-signer on a loan with my daughter. Southeast Toyota Finance was the creditor. My daughter totaled the car XX/XX/2018. I made the XXXX payment and the insurance made their payment in XXXX. There was a small balance due in XXXX. I thought the payment was taken care of after I received the original letter. I did not receive any other notification stating it was not paid. The day after the loan was written off, I received a voicemail on my work phone number stating the person was with Southeast Toyota Finance and I needed to call them back. I returned the call the following morning and was told that the auto loan was written off. I paid the balance immediately over the phone. In XXXX, I decided to refinance our house and during the credit pull, I noticed the write off and called Southeast Toyota Finance. I was trying to get the credit removed, as I made the payment as soon as I was told the payment was due and I was not contacted before the write off happened. I was told by the supervisor that there were several attempts, but she sated they just leave the phone number and can't leave a name or who they were with. This is where I have a major issue. First, with fraud happening daily over the phone, they should have to leave their company name, phone number, and who the message is for. Second, why were they able to leave my name, their company name, and their phone number after my account was charged off? If company policy was to not leave any information except the phone number, then it wouldn't have been paid off bc I wouldn't have known to call them in XXXX. When I called in, I thought it was fraud. She was asking me to verify things and I was worried about verifying anything bc I thought the loan was fully paid off. This policy should have to be updated, as it is an unfair practice. I understood they weren't going to help me with the charge off, it didn't matter how unfair their practice was, so I asked them to correct it as it wasn't showing anything but the write off. The new supervisor, XXXX, I was working with submitted the request to update the information. They misreported the information, showing late pays from XXXX on, which was also not accurate. I paid the XXXX payment and then they received the insurance check in XXXX. I called in and asked XXXX about it and she stated that it would hurt me more to have the corrected information because XXXX is before XXXX. Since I work in finance, I knew this was a blatant lie and they just didn't want to deal with fixing it. I told her that wasn't accurate and I wanted it corrected properly. My credit is now showing 2 charge offs, I'm not sure how that is even possible. I tried submitting the correction through XXXX   and Southeast Toyota replied to them they reported properly. So, I sent in the page to XXXX showing the 2 charge offs requesting again they submit the correct information. I gave a month to correct the issue and  they did not correct it. At this point, my credit is affected and it is what it is. I would like their policies updated so this doesn't happen to anyone else who uses their financing.

Company response to consumer: Closed with explanation