Consumer complaint received 2020-09-25
Company: FC HoldCo LLC
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Didn't receive services that were advertised

Complaint:
I took on my mothers car note on the 2018 XXXX XXXX because she couldnt pay it. I have communicated my reasons with Flagship for being late on my payment each month and have made payment arrangements each month with no reports of late payments. In XXXX when I called to do the same thing, the rep introduced me to an extension option. After listening to the recording, I asked additional questions to learn how the extension would benefit me. After learning that placing two late payments for XXXX and XXXX at the end of my loan would bring me to current when I made my next payment, I agreed to do it. The rep told me to look for an email where I would have to submit an electronic signature. This call was around XX/XX/XXXX. Around XX/XX/XXXX I checked back to check my status to ensure they received what they needed from me. They stated they received it and that it takes 72 hours for processing. I made a payment in XXXX that went towards my XXXX payment, and as far as I knew, everything was done and I was current, and that my XXXX payment would be for XXXX. Because I am actively monitoring my credit because Im trying to improve my score, I immediately caught an XXXX point decrease from Flagship for a late payment in XXXX, which was one of the two payments that was supposed to go to the end of the loan! I called Flagship around XX/XX/XXXX and reached a rep named XXXX. After explaining it all to her, she looked back in the recording history and told me that the previous rep DID NOT inform me to look for two separate emails since both my mother and I are on the loan. She said they have to check a box to reflect whether or not all of the important statements were made to the client and that box was not checked by the previous rep. She walked me through the process again and I have since been approved for the extension. But now there really is no need for the extension because they reported me as late anyway for one of the months that they claimed they were moving to PREVENT IT FROM REPORTING AS LATE! I have tried calling Flagship on several occasions and Im constantly told that there are no supervisors or managers available ANYWHERE to talk to. 

Somehow I was transferred to the manager in Collections on XX/XX/XXXX and he understood my argument but was unable to do anything about it because that wasnt his department. I filed a dispute with XXXX, and Flagship reported that the late report was accurate. I cant reach anyone in Flagship that can explain to me why no one told me to complete a second form when I was actively calling to ensure they had what they needed from me. Why would I complete one form but intentionally fail to complete the process with the other form when my sole purpose was to keep my account positive? 

From what theyve done now, I could have just stayed in the position I was in and just called them every month and made arrangements until I got caught up with the payments. They did not fulfill the expectations designed in the extension. They refuse to talk to me. They refuse to give me any documentation to prove that they failed me. And they refuse to overturn their blunder of reporting me as late when I did my part according to the information their initial rep gave me. You can look at my credit reports and see that Ive had a group working on my credit trying to remove what could be removed so I can start paying off what I need to pay off. So if Im actively working on my credit, I wouldnt have INTENTIONALLY not completed the extension requirements that were designed to HELP my credit efforts. 

Can you reach Flagship and have them go through their interactions with me beginning in XXXX? And can you force a supervisor to contact me please? Im trying to improve my credit so I can refinance this loan for a better APR so I can pay my moms car off. And now I really want to get from under Flagship because I dont trust them as a company anymore. They have failed me and I am extremely disappointed. 

Thank you so much in advance.

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