Consumer complaint received 2019-10-16
Company: FC HoldCo LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I was involved in a car accident on XX/XX/XXXX that resulted in my car being totaled. I contacted Flagship Credit on XX/XX/XXXX to inform them that my insurance company ( XXXX ) had declared my car a total loss. At that time, I was told ( by a Flagship rep. ) the payoff for my vehicle was approximately {$18000.00}. Fast-forward ... On XX/XX/XXXX I contacted Flagship requesting an update on why my vehicle wasn't paid off yet. I was told by XXXX that they had not yet received payment from XXXX. I immediately contacted ( same-day ) XXXX to see if they had sent a check to Flagship. The XXXX rep. said a check had not yet been processed, but that he would take care of the issue today. He put me on hold so that he could speak with someone from Flagship. After the XXXX rep. spoke with Flagship ( XXXX ), he came back on the line and said the Flagship rep advised the payoff amount was {$19000.00} and that this amount was good for 10 days ( XXXX XXXX, XXXX ). Fast-forward ... I contacted Flagship on XX/XX/XXXX & XX/XX/XXXX to check the status of my car being paid off. I was told each time the check had not been received. Finally, on XX/XX/XXXX, Flagship posted a payment to my account in the amount of {$18000.00}. I was baffled by this posting because they received a check for {$19000.00}, which means I should be due a refund of {$240.00}. When I called Flagship and spoke with XXXX, she told me my car was paid off but that I wasn't owed a refund. I then explained to her that the check Flagship received was for {$19000.00} and that according to my online Flagship account, my car was paid off in the amount of {$18000.00}. She then said she would have to send a e-mail to " some '' other dept. for further review. I asked her would she copy me on the email, and she got very upset and asked for my email address, and then when I asked to speak with a manager, she said no one was available. As of date, I have not received an email as promised by XXXX. Fast-forward ... On XXXX, I e-mailed XXXX XXXX at Flagship and asked about my refund for $ XXXX.She never responded, so on XXXX, I sent her another e-mail asking about my refund. She e-mailed me back and said a check was being issued for {$240.00} and that it was going out in the mail the same day. Fast forward ... As of XX/XX/XXXX, I have not received a refund check. I have spoken to several different people ( XXXX, XXXX, XXXX, XXXX, and XXXX ), and they all have different versions of about my situation. One rep said the check was mailed to my XXXX XXXX , but another rep said it was mailed to my physical address. They all said the check was mailed XXXX. So I told them I had not received them and then I asked for a copy of the check and the check number. I was told they would have to forward my request to their accounting department and that someone would call me back. I called back XX/XX/XXXX and was told they are waiting on a response from their accounting dept. I then asked to speak with a manager and was told that he had just left. I told the guy he was lying, and I demanded to speak with someone in charge. A lady ( XXXX ) came on the phone and could not verify whether the check was processed or mailed. I then asked her to give me the check # and date. She said she didn't have access to that information, which is A bunch of BALONEY! I don't trust this company. They have a plethora of negative reviews that mimic my circumstances. Check out this site : https : XXXX. This company has been sued for robocalls and settled for $ XXXX. Enough said! And finally, the payoff letter ( attached ) does not reference the $ amount my car was paid off at, and it also does not show the $ amount of the check they received from my insurance company. This way of accounting show a lack of best practices in the business world. This company is crooked and they are getting away with ruining people 's lives and credit just to make a buck. Well, the buck stops here!

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