Consumer complaint received 2019-11-12
Company: Innovate Managed Holdings, LLC
State: TN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/XXXX I signed a contract with a buy here pay here car  lot company for my car. I was being financed a total of {$14000.00}. I put down XXXX that day my annual percentage rate of 18 % & I have faithfully paid my payments every month sometimes even two payments ahead for that next month. In the middle of my contract & paying for my car the car lot ended up closing down & selling Off all their contracts to finance companies. With this I was not aware they had done this so 2 all of my payments for 2 months were being paid to the original website payment without me realizing that it was slowly being returned to me but taking too much time & so in XX/XX/XXXX I wake up to go to work & my car is missing & I find out that the finance company that took over my account repossess my car for nonpayment. once I figured out thats what happened to my car I contacted the company & discuss the whole situation the confusion & ended up having to pay for the repossession fee, the car storage fee & the payments that they were missing no problem. Moving on from that I made my payments faithfully again as time went on fast forward to XX/XX/XXXX my payments have come to a complete 100 % paid off.. showing on my XXXX XXXX account they updated my loan as paid in full.. when logging into my online account portal with the finance company its also showing theres no payments due & that its done Paid in full. So I celebrate thinking that Im clear with my car. Fast forward to XX/XX/XXXX I wake up get ready go to get my car & its gone so now Im really confused because theres no reason it should be gone Im thinking my car stolen. I called the police they tell me its been repossessed & Im confused so I called the finance company that I had been working through Before & the woman agent that I speak with tells me theres no reason why my car should be repossessed because The account is telling her that Im good, paid in full, & free theres no payment due & I ask her to doublecheck she again says that Im good so I hang up with her & I called the towing company to try to figure out where the confusion was & they said that they had to get back to me after they talk to the finance company & 5 hours later I get a call from from the finance company but its a  different agent lady.. now saying that Im not paid in full that Im owing almost {$3000.00} on my account & that the previous agent was somehow mistaken. I then tell her thats impossible & ask her how is this possible because Ive been paid off since XXXX On top of that I have received no type of contact from them, recieved no bill in the mail telling me I owe them anything, no calls from them, my credit reports has been updated by them saying auto loan paid in full, when I login to their online portal to pay my payments It is saying that I have no payments due, theres no way I can even make a payment on the account even if I wanted to & so this is a mistake. The agent was very reluctant to help me didnt want to discuss the account, tells me that I cant get my car out until I pay them the {$3000.00} in full or theyre going to auction off my car & then when she was getting  frustrated with me she decides that she wants to just transfer me to a voicemail so I get transferred to the voicemail I leave a voicemail & I wait all day for return call but dont get one. I called the next day get a new person who also said they cant help me & that theyre going to transfer me to the manager & that they promise that Im gon na hear back from them so I get transferred again, I get the voicemail the manager leave another voicemail still dont hear back from them so now Im on day three of my car being gone not being able to work. Call them again get another agent this person just wants to transfer me right away without even speaking with me but I asked them to not transfer me & to go through every payment with me on the account to make sure that were clear up the mistake so I can get my car & we discover that there is some parts of payments that Ive made that hasnt even been added to the account or notated in the past.. also they are saying that with one of my payments made was used for the reposseion fee from before but was supposed to go to my interest & when they realize they made a mistake they retracted that payment for my interest and not making sense. So going back-and-forth not adding anything up with this agent and dealing with the attitude of her not wanting to be helpful I of course got transferred again. They did not send me a 10 day notice on time after repossessing the car the notice failed to tell me what the full payment amount was that they are trying to say I owe on the account. every time I call I get transferred. I sent them a certified letter for a debt validation report from them & I still have not received anything type of communication back from them or reply or any information. it is now XX/XX/XXXX I am about to lose my job Because of not having my car. my car is still sitting in the impound lot & the storage fee for my car sitting there is adding up & adding up each and everyday and Ive still not gotten nowhere with these people they dont wan na help, they dont communicate, they have not follow the rules or proper procedure of repossessing my car & Im sitting here not knowing what to do.. I have paid all the loan off and this is how I they treat their customers who actually pay all the way to the end of the agreement when I know they have customers who dont even come close to making it To the halfway Point of a contract. I am a single mother trying to work hard to provide for my kids. i just lost my baby brother to XXXX  on XX/XX/XXXX just a week before they took my car away. I am a good person who just needs her car back so she can continue to provide for my babies please

Company response to consumer: Closed with explanation