Consumer complaint received 2019-02-28
Company: Auto Now Financial Services, Inc., Phoenix, AZ Branch
State: AZ
Product: Debt collection
Sub-product: Auto debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
I had to voluntarily surrender the vehicle due to my finances and personal medical hardship. When the company picked up the vehicle they were very rude and threatened to garnish wages. After the vehicle was picked up I never heard from the company. I didn't even know what the remaining deficiency balance was until my credit was pulled. When I was advised it was on my credit I contacted the company asking for them to send me a paper with the detailed information about the deficiency balance and what they got for the vehicle at auction and so forth. I was told it would be sent, they had an old address which I had updated but clearly was never updated so once again I gave them the new address. I still never received any letters providing information. I never received any calls either. All of a sudden someone shows up to my home and asked my XXXX year old where I was and she told them I was outside so this man walks up to me and hands me a civil summons and says this is for you and XXXX. He never asked me my name or anything. When I review the papers I see its civil summons for the vehicle and on the papers once again they have an old address that I have told them I was no longer at. Also on the summons it stated they have tried to contact me and work with me on the deficiency balance which is a complete lie. I have never received calls from them and if they called they never left a voicemail stating who they were and where to call. I never received any documents in the mail either. I called them again yesterday after I got a response to my first complaint as they stated in the response that they have mailed things and called me but they were willing to still work with me. When I called the manager XXXX was not available so I was told he would call me today XX/XX/2019. I received a missed call from an unknown number and a voicemail. when I went to check the voicemail it was 6 sec long with no one speaking just complete silence. So how am I supposed to know who is calling me and to call back. I decided to call the number back just to see who it was and by shock it was the manager XXXX. He was very rude off the start of the conversation. I told him I have no documents and have never gotten any calls but am calling to see what they can do to work with me. Every time I tried to speak he spoke over me and told me I was being combative. I asked for his manager or someone above him as I could clearly not get a word in as he kept speaking over me. He told me there was no one above him and he was the only person that I could talk to. When I asked what options I had or what they could do to work with me he basically only gave me one option which I am unable to afford and that why I had to turn the vehicle in. he would give me any options to make payments on the balance anything and still kept being rude and interrupting me. The conversation got no where. So not only have they threatened us when picking up the vehicle but they never sent any documents and lied on the civil summons and are not willing to work with us at all.

Company response to consumer: Closed with explanation