Consumer complaint received 2023-01-25
Company: Driveway Finance Corporation
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
I have purchased XXXX XXXXXXXX XXXX at XXXX XXXX back on XX/XX/XXXX. During my purchase I was misled into purchasing the add ons I didn't need and stated so during the purchase. However, I didn't realize that they were added to the total vehicle 's price up until I got my first bill a month later. XXXX XXXX was the one to sell me those add ons and to mislead me by saying I'm only paying a small amount each month and not providing me the final amount or itemized receipt at the end of the transaction, which would list thousands of dollars that I was taking in loans in addition to the car price. 

When I received my first bill I noticed my total owed was very large, so I contacted XXXX XXXX asking why was I being charged all this money, as he gave me his number and told me to call if I had any questions. However, XXXX would not answer any questions. He was very rude, insulting me and refused to talk to me. I ended up going to the dealership in person and asking to speak to someone because even though being present there XXXX would not acknowledge me and even though he did not have anyone at his office, he said was very busy. I ended up speaking to XXXX XXXX - sales representative, at the office right next door to XXXX 's. I told XXXX that I would like to cancel the add ons as I had no idea about the total amount I was actually paying. XXXX asked XXXX to cancel them. XXXX said he couldn't as his computer system was down. After which XXXX told me to write them an email and include the owner of the dealership XXXX XXXX on it. I did write the email to all three of them asking to cancel my add ons and describing what happened, to which I received 3 emails from XXXX accusing me of bothering him and demanding to tell him who referred me. 

After not receiving any help from the dealership, I found customer service numbers for the companies I had the add on contracts with and had to call and email them asking to cancel my add ons. A few days later I received confirmation that my add on contracts were canceled. I'm attaching the proof of this to this email. XXXX XXXX & I told me that they have also contacted XXXX XXXX in the beginning of XXXX last year informing them that they have cancelled their contract add ons with me. 

My loan has been placed with Driveway Finance Corporation. I have called them multiple times asking if they have received the refund checks from the dealership and adjusted my balance. In the beginning Driveway Finance Corporation was telling me to wait for 6 - 8 weeks noting that they could still see the add ons on my account. However, when I called at the end of the wait time period they said there was no record of my cancelled add ons at all and they can only see 2 active add ons ( out of 5 original ) as of that moment. However, my balance hasn't been reduced/readjusted at all. 

Please see the proof of my cancellations attached. As of now, I'm still paying for the add on contracts I don't have and the interest is still being added based on the total higher price as well. 

In addition XXXX XXXX XXXX and Driveway Finance Corporation are under the same company umbrella - XXXX. Nevertheless, there is a huge lack of communication regarding the refund of the money for the cancelled add ons.

Company response to consumer: Closed with explanation