Consumer complaint received 2016-11-29
Company: Globe Acceptance, Inc.
State: MO
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
This loan was transferred to Globe Acceptance in XXXX of XXXX I believe. When they purchased the loan, they purchased it knowing that this vehicle only had liability insurance ; which is the minimum state requirement for Missouri and only what the selling dealership had required at time of purchase. However, without any notice or verbal communication, I was charged for a " forced place insurance policy '' that I never requested nor received proof of. I 've called several times asking for proof and a declarations page of coverage for 1 year now, I 've yet to receive it. I also stated that I would not pay for the insurance since I complied with state requirements of having liability only. I had a conversation regarding switching my payment dates as well since I started a new job last year and spoke with XXXX who at the time was the manager there, he was a nice guy but is no longer there. I have proof of email exchanges between XXXX and I confirming that my payment dates had been changed. Low and behold, they never were. So when I call to inquire, I was told they could not change my payment dates since I signed a contract, which I did not with Globe Acceptance. And that XXXX was no longer there so I was basically screwed. My latest conversation was XXXX with XXXX reps, one lady called me inquiring about when I was going to make payment, I told her I made XXXX payments the day before, she asked me to hold and had me waiting for 20 minutes then hung up on me. I called back and spoke to another rep who was disrespectful right out the gate, she also hung up on me when I asked her to explain why I had to pay for a " current '' insurance policy when I have now have my own full coverage insurance. She told me verbatim that I need to pay for the insurance policy because it takes a couple of months to cancel then the insurance company would refund me. And she still never mentioned who the insurance was with or the coverage. Instead, she hung up on me. I called back again and spoke with the collections mgr who said she teaches her people to hang up on customers if they start getting loud. At no time during our discussion did i ever cuss, use derogatory language or inappropriate names, XXXX hung up on me as well. My entire experience with this company over the past year has been horrible. This company needs to be investigated for illegal business practices and harassment. I made 2 payments of {$410.00} on XXXX/XXXX/XXXX to take care of my entire XXXX 's payment all at once. I received a call the day after from XXXX in customer service asking me when I was going to make my payment since it was due on the XXXX. I asked her if she was unable to see that I made XXXX payments the day before and should n't owe anything for this month. She finally said that she did see the payments but that they applied those payments to the " forced-placed insurance '' balance that I supposedly owed and have disputed for over 1 year now. When I asked if they could reapply that towards my loan balance she immediately said no and that there was no way they could do that. However, on the attached snapshot from their payment confirmation screen, the verbiage clearly states that " I '' the consumer have the right to revoke this authorization ANY TIME prior to the settlement date by calling XXXX. When I stated that to XXXX she immediately said that it would be a courtesy for them to do that since they were n't legally required to and that they were not going to extend that courtesy to me. This is extremely illegal. I even asked why on there website does it not say what my payments are being applied to. I told Globe Acceptance if we are being held accountable for the writing in a contract then so should they be held accountable. They should n't just be able to take payments from consumers and apply the payments however they want without providing any notice or options to the consumer.

Company response to consumer: Closed with explanation