Consumer complaint received 2022-08-25
Company: Aqua Finance, Inc.
State: CO
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
We purchased an RV with a loan thru AQUA FINANCE in XX/XX/XXXX. Shortly after, I had an emergency XXXX, but I still made my ( XXXX ) XXXX payment. In XXXX, I knew I was about to have to go for a 30 day XXXX XXXX stay -- I reached out to XXXX, requesting payment accommodations, as my medical problems were the direct result of a COVID illness. XXXX refused to make any accommodations, deferments or alternate payment arrangements. I made my XXXX payment -- and XXXX was not due until XX/XX/XXXX. Upon my release from the XXXXl on XX/XX/XXXX, I noticed my XXXX payment had been marked 30 days late w/ credit reporting. I reached out to XXXX, and still, no options were available and they communicated they would not correct the status with the credit bureaus. I eventually lost my job, resorted to pleading with XXXX, and they continued to report my payments as late -- each month being late while still refusing to correct XXXX 's reporting. By XXXX, they had hired XXXX to collect on the debt from us -- who contacted us multiple times daily, beginning at XXXX XXXX and not ending until XXXX XXXX most days. I communicated with XXXX reps we wanted to voluntarily surrender. Company reps refused to reply to messages and hung up on numerous phone calls. XXXX cont. to harass and threaten us, eventually calling family members not listed on the loan ( mother, father, son, siblings ) -- communicating our debt obligations/status. Again, we communicated that we wanted to voluntarily surrender. AQUA FINANCE finally took possession of the vehicle on XX/XX/XXXX. Although the account is supposed to be closed and they have taken possession of the property, they are STILL reporting the loan as LATE... They are still tacking on interest charges and late penalties. Telling us that they will continue to report the debt as LATE until we pay it in full. They took the property and have refused to tell us where it is located or what ( if any ) repairs are being made and by whom. They have not given us the opportunity to repair the property before hand, nor are they communicating with us regarding the status of the auction/repairs. Reps I have made contact with transfer me to a different department each time I call if they don't just outright hang up on me once they realize I'm not going to make a payment and instead, I'm requesting a correction to the account. The company is in violation of the most basic consumer protection rights. How can we still continue to be reported as LATE when the company has taken possession of the property? Furthermore, how/why did the company fail to request a refund for the remaining Warranty Service Contract fees ( should have been close to {$3700.00} refund ). XX/XX/XXXX, I would NEVER recommend anyone doing business with this company. They do not care about consumers. They are not educated in any of the CARES ACT or consumer protection statues and regulations. They will not hesitate to call family members and your place of employment if you default and they refuse to make any sort of accommodations or account corrections when asked.

Company response to consumer: Closed with explanation