Consumer complaint received 2019-08-22
Company: DriveTime
State: MI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I purchased a car from DriveTime on XXXX XXXX in XXXX XXXX on XX/XX/XXXX. I financed through XXXX, the in-house bank. The entire process took all day and when it came time to sign my documents there were three aftermarket products, from XXXX, added to my loan that ended up costing an extra {$5200.00}. I asked the salesman what they were and he was a little surprised that NO ONE had gone over or tried to sell them to me, instead, I bought ALL of them without my consent or even any knowledge of what they were. So when I told the guy I dont want or need them the manager came over and said we would have to start the whole process over to take them off. I suppose thats part of the scam. I was exhausted at this point and he says or you can just call and easily have them canceled. I have called and submitted the cancellation forms multiple times and they are still on my car loan and I am being charged interest. Not just an easy phone call as promised! I want the products removed from my loan immediately and I want every penny of interest that I have paid on the aftermarket amount, beginning from day one, credited back to my account. XXXX, of course, is refusing to take them off. On top of that, I was behind on my car payment but got caught up on all payments on XX/XX/XXXX by making a payment of {$2300.00} to them. The gal said that would make me current. On XX/XX/XXXX I logged in to check my account and like she said it was paid up and current. It also stated my next payment date was XX/XX/XXXX and I owed {$130.00} ( I have a screenshot of this as proof ). I log on to pay it on XX/XX/XXXX to make sure I don't fall behind and it says my account is past due in the amount of {$200.00}!!! I call and they tell me too bad it must have updated and refuses to take the late fee off. So apparently the Drivetime store managers lie to your face and they back them up, the customer service reps lie and tell you you are caught up, and the computer account screen is a liar as well. I want nothing to do with this company or any of its affiliates and would pay off the loan but I REFUSE to pay for the {$5200.00} in illegal add ons by scams, lies, and disgraceful behavior to a first-time car buyer but of course they refuse to do the right thing. I understand the contract but as I said I was scammed by the manager. He encouraged me to sign the contract with the products on it like it was the only choice I had. I have never been this blatantly taken advantage of in my life and I want this brought to every consumer 's attention in the US to warn them to under NO circumstance should they believe any manager,  customer service rep or even the account you log into for information at XXXX. I am sick and tired of XXXX  unwilling attitude to do the right thing and just remove the products and any interest that I have paid on that amount. Maybe this is all part of the way they make money, all part of a bigger scam starting the process at DriveTime and continuing it with XXXX? If it wasn't part of a scam I would think that they would immediately do the only honest thing to resolve this. I guess they are not a company with any values or willingness to help customers who get taken advantage of by them. I have NEVER used or wanted the products, and yet they still want to collect my money for them. I have already contacted an investigative department to do a story about this and they are interested. I guarantee once it airs on TV they will have MANY, MANY more complaints about the same type of scam then just mine. I would also like to see what legal actions can be taken? I understand the contract and all but that is why law enforcement has fraud departments to help people who were taken advantage of by businesses that refuse to make their bad decision right. I will call the top CEO, the IRS, the FBI, the police department and TV studios if I need too. Please let me know what to do next because I will never stop until they take these products off my loan that they illegally put on. Maybe they need a class on how to be a better business! I am sorry to take up your time because of big business thinking they can get away with this. I will be waiting to hear back and take the next extremely necessary step to correct the mistake they stand behind.

Company response to consumer: Closed with explanation