Consumer complaint received 2017-12-15
Company: FC HoldCo LLC
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In the month of XXXX XXXX I fell behind on my payments, during the process of making payments to bring my loan into good standing and current with XXXX XXXX XXXX. I authorized a post dated payment to be withdrawn from my account on XXXX XXXX, XXXX. After 4 days of checking my account and no withdrawal of {$250.00} dollars from my XXXX XXXX XXXX XXXX Checking Account ending in XXXX, I called XXXX customer service line and spoke with a representative who said that she saw the payment pending but now further information was available. I authorized a second payment in the event that XXXX/XXXX/XXXX payment was n't processed correctly. The second payment was processed on XXXX XXXX, XXXX. After a few more days my account did not reflect any withdrawals from XXXX XXXX XXXX processing that XXXX uses for their collection purposes. I spoke with the Bank branch manager who researched the issue on their end and confirmed that no withdrawals were attempted. I gave it a few more days in the event that there were any delays in processing until I received a very rude collection call accusing me of being 50days past due and owing {$530.00}. When i asked about what happened to my previous payments the collection rep was unable to answer that question and informed me that the unsuccessful payments were noted as being NSF. I quickly corrected her that those previous payments were not presented to my bank for collection and then I asked to speak to a manager and supervisor who could answer my questions and find out why my payments were never processed and now being reported as NSF on my account and listing my loan late with the Credit Bureaus. The manager was just as rude as the rep and was less helpful than the previous representative. The company is unwilling to resolve the incorrect information still reporting my account as late for XXXX XXXX with the 3 Credit agencies. 
Monday XXXX XXXX, XXXX I authorized a payment to be collected from my savings account which was successful. Wednesday XXXX a complaint advocate left a message wanting to speak to me in regards to the conflicting information, whoever the telephone number she left for me to call back was incorrect and when I called the general customer service number the agent informed me that they do not forward calls to another departments and if he was not able to resolve my matter that he would forward a message onto his manager and have someone contact me, 48 hours later still no call or solution. 
So I would like XXXX XXXX to provide me with an explanation as to the issue that prevented my payments to be withdrawn from my account on XXXX & XXXX ; then the account to be corrected and reflect the correct reason for the failed payments and not NSF. After that a correction to the 3 credit bureaus that my payment was only 30 days past due for the month of XXXX, XXXX. 
It probably would n't hurt for them to be audited and make sure they are treating customers fairly and not using unethical collection tactics.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation