Consumer complaint received 2016-01-13
Company: Total Finance AC LLC
State: IN
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
On XXXX XXXX, my vehicle, a 2005 XXXX XXXX XXXX XXXX XXXX XXXX was repossessed by my finance company, TOTAL FINANCE A.C. L.L.C., within just 25 days of my actual " XXXX '' payment was due. I called the Finance company immediately to ascertain why they confiscated the vehicle, and they stated because the payment was late & I had n't reached back out to them directly in a timely-fashion. Ironically, my XXXX installment, which I paid 23 days late in XXXX ; was beyond my control & I disclosed the reason why. ( My bank account/debit card number had been compromised in XXXX, IN. @ a XXXX 's & I had to obtain an alternate debit card ) I asked XXXX, an acting Manager, if she could provide a copy of the agreement that I signed & send it to my email address so I could CONFIRM AND VERIFY that this action that had taken place by them was LEGAL. I also stated to her that my copy of my contract/lien agreement that I signed, was located in the rear pocket, directly behind the driver 's seat. She originally stated that she would ; then when I had n't received anything, within a timely-fashion ( an HOUR ), I became uneasy & curious & therefore, I called back. When I spoke back to XXXX, she then stated that she did n't have access to my file and would n't be able to send a copy of my contract. I questioned that since she was handling the duties of the Manager in their absence. Long story shortened, She was very rude and unresponsive to several inquiries. 1. ) How much would it NOW take to retrieve my vehicle? 2. ) How could I retrieve my personal belongings? *Since my WORK ID and uniform was currently in the vehicle. * XXXX, In addition, I am a XXXX XXXX & I am so grateful and fortunate that I had taken my Personal equipment out of my vehicle ; because I mainly work on the weekends, and I still had XXXX XXXX to do ; which would have been LITERALLY IMPOSSIBLE to fulfill ; based upon the inability to retrieve my PERSONAL BELONGINGS. The entire day/evening was spent with me being transferred from representative to representative that were n't there, and ultimately not being provided with ANY SUBSTANTIAL nor PERTINENT information about my VEHICLE or my PERSONAL effects. On Monday, XXXX XXXX, I patiently waited ALL MORNING to be CONTACTED & UPDATED on the status of obtaining my vehicle & belongings ; to no avail. Feeling totally frustrated and helpless re : the handling of this situation ; my fiancee ' even attempted to intervene by contacting the Finance company & received the same SPIN-CYCLE rhetoric. Even when she disclosed to XXXX that we had the money to obtain the vehicle back, she was then told that we had to make an appointment and be scheduled in order to complete that action ; because the vehicle was not in their possession.???? I HAVE NEVER EXPERIENCED such UNPROFESSIONALISM and SHEER RUDE BEHAVIOR, nor have I had a FINANCE COMPANY REPOSSESS MY VEHICLE ; in less than 30 days from non-payment. ( when normally, it 's done after 90 days of being delinquent. ) As of Wednesday, XXXX XXXX, the ONLY person to assist in my review of the contract/lien agreement that I signed is the salesperson named XXXX XXXX, who sold me the truck ( & whom has also stated that he would FILE A COMPLAINT, on MY BEHALF ) @ XXXX XXXX, located @ XXXX XXXX XXXX in XXXX, IL. Upon reviewing that document, THERE IS NO SPECIFIC LIMITATION/RESTRICTION that denotes that they may repossess the vehicle IN THAT short amount of time granted. In closing, As a SELF-EMPLOYED individual, I would never have defaulted on the loan ; especially when I was in the VEHICLE OF MY CHOICE, personally SATISFIED with THAT DECISION to purchase it & depended on that entity to fulfill my job requirements and SUPPORT MY FAMILY. Thank you, in advance, for you consideration and continued support & I hope that your place of business can resolve this matter expeditiously.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation