Consumer complaint received 2017-11-28
Company: COOLEY ENTERPRISES INC
State: TX
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:
This is in regards to a car loan that I have with XXXX XXXX for a XXXX XXXX XXXX. I have acquired my vehicle thru XXXX XXXX in house financing back in XXXX XXXX. I have made all payments in the amount of {$510.00} were all made on time since the original loan. However the XX/XX/XXXX payment I made the remaining payment amount of {$140.00} dollars was made on XX/XX/XXXX and hard posted to my bank account on XX/XX/XXXX. I received as call regarding delinquency on XX/XX/XXXX @ XXXX and spoke with the supervisor XXXX XXXX who advised me that XXXX XXXX has a 3rd party payment processing company XXXX and they advised her that the funds in the amount of {$140.00} ( which was the remaining amount due for my XX/XX/XXXX payment ) was sent back to the bank due to NSF on XX/XX/XXXX. She advised me at that time to reach out to my bank and discuss the matter. I did speak with my bank who advised that the payment had been made on XX/XX/XXXX and hard posted to the account on XX/XX/XXXX and that I had more than enough money in my account to make the payment. The bank requested for me to get a trace number on this transaction so they could do the necessary research on their end to trace this payment. I had a XXXX way conference call on the XXXX @ XXXX with with XXXX XXXX and the XXXX XXXX representative. The rep advised her that there was nothing that did not show NSF nor where there anything showing that funds were being sent back to the bank. 
At that point, XXXX XXXX advised the rep to have someone in the back office look into my account to see if by chance there is a clerical error or if the funds have been placed back in the wrong account. The call ended on the note of a follow up call to be made after the research had been done on the banks end. On XXXX I spoke with XXXX XXXX @ XXXX and advised her that per the bank the payment had processed and the funds have not been sent back over she then advised me that my account is in delinquency and subject to be picked up if the issue is not resolved. On XX/XX/XXXX a 4 way conference call was made with me, XXXX XXXX, XXXX XXXX XXXX XXXX, and XXXX at XXXX ( which is the 3rd party processing collection company for XXXX XXXX ). XXXX advised that the payment was made on XX/XX/XXXX but came back as NSF on XX/XX/XXXX. He provided a trace number via email to XXXX XXXX which at the time XXXX advised that the bank would complete an investigation on and a follow up will be made on this issue. XXXX XXXX advised XXXX and me that she would put my account on hold until we could get this issue resolved. XXXX advised before the call on his end was disconnected that he would send the email over to the XXXX XXXX XXXX with the information approximately around XXXX XXXX that morning. 
I received follow up collection calls since this issue occurred as of XX/XX/XXXX and after XXXX XXXX advised that she would put the account on hold to prevent calls from being made to me. Since our conversation on XX/XX/XXXX I have received the following calls : XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX The bank has completed a complete trace per the number that was provided and I have notified XXXX XXXX several times that the payment has not come back as NSF . However she has advised me several times that if the issue is not cleared up then they will come and pick up my car. However my request of XXXX to do the research on their end to trace the payment and show proof of this payment being posted on XX/XX/XXXX then being NSF on XX/XX/XXXX has gone null and void. XXXX XXXX is threatening to pick up my car for a payment that they can not find. I clearly have all the documents including the email and bank statements to show proof that the bank does not have the funds neither have they been placed back into my account. They are not trying to look at the possibility that maybe their 3rd party processing company has either lost or misapplied my funds. I continue to get the threats that my car will be picked up for this missing payment yet I have everything that shows that the payment was made. XXXX and XXXX XXXX need to find my money ASAP. We need immediate contact with XXXX XXXX on this issue to resolve this due to the repeated threat of a repo on a payment that I clearly have made. I also have the documentation that shows on my credit report that the XX/XX/XXXX payment has been made. That I am not late nor delinquent at all on any of my payments. I think that they are running a scam and trying to get over on people who DO actually pay their payments. You really want to repo my car over a {$140.00} that your company lost when clearly making the payments have never been a problem. There was no other option but repo until this issue was corrected. That is over the top and sad THIS ISSUE IS URGENT!!!!!!!!!!!

Company response to consumer: Untimely response