Consumer complaint received 2020-07-15
Company: FC HoldCo LLC
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Flagship Credit I have attempted to maintain contact with Flagship credit concerning my auto loan and delays in payment. I have made contact with them weekly to update them on the financial situation due to COVID-19.

When my car payment started to become late, I was offered a deferment but I decline because my payment was less than 30 days late. I asked if I could request a deferment at a later date and was told by the representative that I could do so. I had been filed for unemployment benefits and had hopes that I would receive those benefits prior to my next payment date. That did not happen. 
I has able to scrape together payment for the account and contacted Flagship myself to make that payment. The payment was slightly above my regular monthly payment, but less than the total due. I asked for a deferment and was told there was no deferment available. This is contrary to what I was previously told by another representative. 
I was also told there was no record of me contacting Flagship concerning the loan. This is completely false. As I have spoken with 4 different representatives ( 2 male, 2 female ) within the last 30 days in calls I initiated.

I am within 1 year of completing my loan and Flagship is now threatening Repossession. I received a letter today ( XX/XX/2020 ) stating the required strict compliance from the receipt date or they will repossess my vehicle. I made a payment today ( XX/XX/2020 ) but it was not the full total indicated in the letter. The date which I have been given to pay the indicated total is 6 days from today 's date and I have paid the most I can due to COVID-19. I continue to get charged late fees, with no relief in sight, The representatives call approximately 8 times a day. I even got a call from a representative about an hour after I made the payment today ( XX/XX/2020 ). 
The representatives have been rude and disrespectful, I have asked to speak with a supervisor over accounts and there has been some reason why a supervisor is unavailable. 
When you call Flagship there is a recording that states if you have been affected by COVID-19 to press an indicated number. When you press the number the recording directs you to their website and customer portal. There is nothing on the website or customer portal concerning COVIS-19 or assistance because of COVID-19 which I can locate. 
In addition to calling, I have also emailed Flagship from the customer portal requesting a deferment or extended grace periods due to COVID-19, and have received no response.

The letter I received makes reference that this has been my pattern of payment before the current COVIS-19 Pandemic. I have not been in default related to this loan and this statement is false. 
I feel that I am receiving threats due to something that is completely out of my control. Due to the PANDEMIC and employment status because of this PANDEMIC, I have fallen behind, but again I have made contact with Flagship weekly providing updates. 
If I receive my unemployment claim or return to work, which ever is first, I will be paying this loan off as quickly as I can. If I am able to pay my loan paid off before they act on their threat to repossess, I will NEVER do business of any kind with Flagship Credit.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation