Consumer complaint received 2018-06-12
Company: COMMUNITY CHOICE FINANCIAL, INC.
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Vehicle was damaged or destroyed the vehicle

Complaint:
i took out a title loan in XX/XX/XXXX, and began making my monthly payments in XX/XX/XXXX, and also made a payment of {$600.00} in XX/XX/XXXX to get my account current, and paid extra. I was told my title loan had to be transferred to a different type of arrangement because they lost their license for the arrangement I agreed upon in XX/XX/XXXX, in XX/XX/XXXX, my vehicle was repossessed, and I didn't receive any type of notice through the mail or via phone call. no calls were made to any of my references either. when I went down to the store the manager gave me the notice and said it was returned cause I didn't check my mail, but the address that the letter was sent to, wasn't my address. I was told when they transferred my arrangement to a different one, the employee didn't update my info, I never gave them a different address other than the one I live at, and I verified with corporate over the phone that they had my correct address, and that the store must have used an address in the system from 4+ years ago when I used to cash my checks at easy money. I talked to corporate and was told I had to pay {$600.00} to get my vehicle back, which was the towing fee, and the 2 payments I missed, which were under {$80.00} a piece. when I agreed to this, I went down to the office and was told the district manager requested that I pay the balance in full of {$1100.00} to get my vehicle back, eventhough my ive never had a vehice repossessed in the state of TN. my total balance left on the loan was {$540.00}, and I was told I had to pay everything before I could get my vehicle. I was hung up on multiple times by the manager in the corporate office, and then I was told by the towing company that Easy Money had my vehicle sent to auction 2 days after it was repossessed. I called the auction company XXXX XXXX, and they told me I wasn't allowed to buy my vehicle because easy money requested it be up for auction on XX/XX/XXXX. the  letter I received after my vehicle was taken stated I have until XX/XX/XXXX to get my vehicle back, and they already had it up for auction. XXXX XXXX showed me the email sent for my personal items to be released and for it to be auctioned off asap. when I went to look at my vehicle, the front bumper is completely hanging off, and my muffler was taken off and put in the back seat. i called community choice financial and spoke with the manager of Tennessee title loans, and he told me if i paid the balance today they would release my vehicle, i asked him why i was told i wasn't able to pay for it after 10 days, and he just hung up on me. i called again, and explained the damage to my vehicle, and the fact that my sons tablets are missing and he stated they have nothing to do with that. the towing company sent me pictures of how my vehicle arrived to the auction, and the front bumper was in tact, and stated they didn't know anything about tablets because easy money requested it be sent to auction asap. i have the title to my vehicle, I'm not sure what to do or who can help me because I'm always hung up on by the employees at community financial, and there is something not right going on, i have the letter that was supposed to be sent to my current address, and the address that the vehicle was repo 'd at, and its an address that i never provided to them for this title loan. my contact information is XXXX thanks, XXXX XXXX.

Company response to consumer: Closed with explanation