Consumer complaint received 2018-11-21
Company: United PanAm Financial Corp.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I have a auto loan with XXXX XXXX XXXX. I had some mechanical issues with the car that where not covered under warranty which caused me to miss a payment, with another payment coming due soon after putting me almost 60 days past due. A representative called from the company in XXXX and I was able to make a payment arrangement for XX/XX/XXXX, the rep also told me she would change my due date to the XXXX to prevent the account from going to the 60 day status to help me have more time to get my next payment in, however this was never done. On attempting to make my payment that I agreed upon via online and the automated system my payment would not go through. I called the next day to make my payment with a representative and got the same issue after trying several times. I called my bank and got the issue resolved and made my payment. After making my payment I noticed that there was eight additional fee charges pending on my bank account due to the payments not going through, that were causing my account to show a negative balance. Not once while I was attempting to make my payment with the representative did she inform me that each time my card was ran it would charge me this fee, or I would have not attempted several times. Myself and my wife contacted the company and we were told to send a copy of the charges to XXXX, which I did. However the rep told my wife I would only be refunded the charges not the additional fees they caused on my account but would email me a letter to give to my bank in 24hours. For the next 24hours I continued to receive excessive harassing calls about the next payment, but no letter to give my bank. On Saturday XX/XX/XXXX I talked to another rep, calling about my next payment and to make arrangements, I told her I could not make arrangements knowing that my account was in limbo with these additional charges and ask about letter. She put me on hold then came back and informed me the copies that were emailed were not good enough because they came from my online banking and I would need a official statement from the bank. I informed her that this should have been told to me on XX/XX/XXXX when I originally emailed it, as the bank was now closed and I could not send it then. The rep told me to just send documents on Monday and she would notate account to stop receiving the collection call, however I continued to receive multiple calls all weekend and each time none of the representatives knew what was going on and the account was not notated to cease collection calls. On Monday XX/XX/XXXX I received the statement from the bank but was informed that the charges would fall off the next day as three days had already passed and that is the time limit for pending charges to remain on the account without action, however the fees that I incurred while the charges were pending I would not get back, totaling {$120.00}. On Thursday XX/XX/XXXX I received a certified letter stating " 1st letter of right to incur debt '' and that XXXX needed to be paid by XX/XX/XXXX to continue the loan as if I was never late and I continued to receive excessive calls 8-10 times a day and sometimes up until XXXX at night. I have informed them several times that I am a XXXX XXXX XXXX and can not operate a hand held device while behind the wheel, yet they call excessively and never leave a message. They then began to call my references several times. My wife received a call on XX/XX/XXXX demanding that a payment be made ( which she has saved the voicemail ) and when she called back she attempted to make a arrangement and the rep refused to make a arrangement for payment. She ask to speak to a supervisor and got a XXXX that was very disrespectful, rude and condescending. Making the comment to " go borrow the money from someone '' and 'maybe you can't afford this ''. My wife called back to report her behavior and received another supervisor by the name of XXXX that told her the manager was not available but gave her a contact name of XXXX and direct number. Per my wife he was helpful and stated that he would report the issue. My wife told him that she would speak to me about making a payment that day, which she did. I informed my wife that I would not be harassed to make a payment right then after I had already been sent a letter stating that the payment needed to be made by XX/XX/XXXX, furthermore I will no longer make online or over the phone payments after the issue with my bank account. Everyday since then I have received beyond excessive calls but a message is never left and the calls are insistent one after the other even after I have informed them about my policy of distracted driving, being I am under video surveillance. This company wants me to pay but is putting my job at jeopardy with these excessive calls. I understand that the payment is due and I have no problem paying but I do not need the harassment. My wife then talked with XXXX on XX/XX/XXXX and informed him that I would send a payment via mail upon my return XX/XX/XXXX. XXXX ask if debit payment could be made and my wife informed him again of my disagreement to do payments in that manner anymore. I then received a call from another rep on XX/XX/XXXX in my route home demanding that I make a payment and that I could not mail it and needed to go to a XXXX to make it, she also stated there was no record of my wife talking to XXXX, I became very angry with the reps aggressive and abusive behavior and disconnected the call. I called my wife to inform her of call the speak with XXXX which she attempted to do, but there was no answer and voicemail is not dedicated. I would like to see what action I can take against this company. I work and pay my bills and just happened to come across a issue that caused me to be late. I have owned many cars and never dealt with a company that refused to make arrangements, ( it's almost like they set you up to repossess the vehicle ), or have such disorganization and rude, unlawful behavior. Upon investigation this company has numerous XXXX  complaints in regards to this same issue but nothing is being done. I want the company to work with me as I have just begun the loan and have the means to pay and stop harassing me and my references everyday multiple times a day.

Company response to consumer: Closed with explanation