Consumer complaint received 2020-02-10
Company: Cactus Jacks Auto Sales
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This company 's customer service is atrocious. Their collection practices are, without a doubt, a violation of consumer rights. I have had several instances of violations. They have contacted my references on my account disclosing to them the car is out for repossession, when ONE payment has been missed. My payments are scheduled bi-weekly. I have asked multiple times for online access to view my payment history and to be able to make a payment to prevent having to go in person to deal with these difficult people. I have been denied and been told the only way to make a payment is to come in person. I have been denied access to view my payment history. The company does not send payment coupons. I asked for online access on XX/XX/XXXX, but they failed to send the needed temporary password for access. I have tried to workout payment arrangements in person, but all they want to do is collect money, no matter the situation you're in. I'm appalled and disgusted at how the women in the office speak to the customers. I called on XX/XX/XXXX, to try and make a payment. I spoke with the office manager XXXX. Instead of providing the customer service I was wanting, all she kept saying was your car is in repossession status. She was not providing me information on access online to make a payment. Again, she said the only way to make a payment on my account was to go in person. I can't always go in person, due to work hours and travel. This single available payment option is intentional, as it leaves the consumer vulnerable to a repossession and delinquent payments with no help to make the account current. On XX/XX/XXXX, I sent my cousins into the office to make a payment for me. The front office associate, XXXX XXXX, refused to take a payment on my account. She stated my account was in review by upper management. I have never received a notice of my account being reviewed by management or why it would be. I requested written refusal of payment for my records and she refused to provide it to me as well as refused to speak with me over the phone. I asked to speak with a manager, since my account was in management status and she advised she was the only one in the office. XXXX not accepting my payment resulted in additional interest on my account, which i'm requesting be credited. I was able to go in person on Thursday XX/XX/XXXX, to make a payment. I walked in the office and advised XXXX XXXX, I would like to make a payment. She contacted the office manager XXXX. XXXX came out with nothing, but attitude and no information about my account. She asked how she could help and I advised I didn't know why she was called because I was just wanting to make a payment on my account. I was talking to my fiancee and she yelled so that EVERYONE in the office and lobby could hear that my account was delinquent and my car was in repossession status. If this was not a clear violation of my consumer rights, I don't know what else would be. She disappeared back into her office cubby and I proceeded to make the payment with XXXX. When I asked to speak with a manager, XXXX advised there was no one else to speak with but XXXX and she was in a meeting, unavailable to listen to my request for the interest credit to my account due to XXXX refusing to take my payment on the XXXX. I was so disgusted by our interaction, I went next door to the sales department and requested XXXX 's manager. The associate provided me the General Manager, XXXX 's, information. I called XXXX immediately after I left the office and left a voicemail with my contact information and a request to be called back. Today is XX/XX/XXXX, and I have yet to hear back from XXXX or any upper management regarding my issues. Again, I am requesting the interest that was incurred on my account from XX/XX/XXXX, to XX/XX/XXXX, be credited back to the account. I don't know what repercussions would be recommended for the terrible customer service ALWAYS provided by the staff in the office or the lack of concern from the general manager or even the lack of concern for my consumer rights would be. I would like other consumers to know the terrible customer service and lack of empathy the associates at XXXX XXXX exhibit, so that they second guess who they take their auto loans out with. I would not recommend a loan with this company.

Company response to consumer: Closed with monetary relief