Consumer complaint received 2016-05-31
Company: DriveTime
State: AL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I had XXXX contracts with Drive Time, formally known as XXXX. The first agreement was on a recalled vehicle that had too many issues that Drive Time was not willing to repair. I was offered a replacement vehicle, thus starting a new contract. Within 5 days of an agreement, you can return the vehicle " no questions asked '' ; however, when I tried, I was informed that U was past my 5 days, which I was not with the new contract. I was also never given my paperwork for the second vehicle at all. I was never informed of my interest rate, but was told it would be the same as the prior agreement, which is legally not the case as the payment dates are different. I contacted several times, even emails asking for the information from the managers, and never received anything from the call center or actual managers at the dealership. I had an XXXX in XX/XX/XXXX and lost my job prior. When I gave XXXX notification, I was told when I stop working to claim hardship. when that happened, they said I could not do that. I was then informed I could not do so until I XXXX. I had the XXXX, had XXXX, was in the hospital over a week, and they kept harassing me. Being that it was a loan, I asked if there was forbearance options and that was when I was informed of the extension. I was also told that I would not receive phone calls and the agreement was fine that they add a months worth of payments to the end of my loan ; however, that was not the case. They kept calling and calling saying I was behind. I borrowed money to be current, but stayed two weeks behind for a month or so ( due to having bi-weekly payments ). A year later from the contract date, I assume, my vehicle was stolen. I had to pay for my car until the claim was paid out. The claim was done within two weeks. No one even tried to look for the car. Per agreement I had paid extra for Drive Time, there was suppose to be a GPS linked to the vehicle in case of theft. The GPS did not work. I told them my locations and even had a detective involved, and their end was not held. They could not locate my vehicle prior to theft and the reporting of it 's locations a week or two prior to theft were inaccurate. It stated I was in another city ( at my fathers house ) when I have proof I was at work. I also mentioned I went to school and work the day prior to theft, and there was nothing supporting that. Drive Time is withholding money they owe me. I am risking my job to receive my funds. I was told the check would be overnighted at least 4 times, by XXXX different managers. When I ask to speak with accounts payable, I keep getting a fake number or transferred back to customer service. I was just on a phone call for One hour, almost 20 minutes trying to get a resolution. I asked from the very beginning of each transfer that I needed accounts payable and no one transferred me correctly. I kept getting different aspects of the cust.service depts. I spoke with XXXX, who said she was a manager ext XXXX per what I was told who transferred me to XXXX, who is apparently a front end cust. ser. sup?, then was rudely transferred to XXXX, also a cust.serv. manager!? XXXX was of no help, whatsoever, and said she emailed the department. This call should have been escalated and documented as a complaint. I do not feel she is compliant. I work for a company that also has to follow CFPB regulations, in which I do not feel this company is! I have other names written down if needed, but all contact of who I have spoken with should be documented into the account. Prior my first transfer on this hour long call, both representatives who answered did not ask for my account information or verify me! They have no issue harassing me for money in critical condition in the hospital, but have a hard time sending me funds they owe me, which is illegal, and has been over a month

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