Consumer complaint received 2019-02-19
Company: 3rd Generation, Inc.
State: NV
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:
I received a call approx at XXXX XXXX  on XX/XX/XXXX from a customer service representative named XXXX from XXXX XXXX XXXX in regards to my past due payment of 22 days from what she said. However my due date is on the XXXX of every month. I advised her I did not get paid until the XXXX of the month and that's when I would be able to make the payment. She then said to me with a superior and rude tone, " You do not have until the XXXX, you need to pay now ''. I said, " I cant as I get paid on the XXXX, so that's when you will receive payment ''. She then said, '' Why can you not pay, you just got an extension and you still cant ' catch up. ". I told her, " My house became a one income household and I received a deferment, as it would be on your notes ''. She then said, " It's been a one income household since the beginning of the loan, you took sole ownership of it. '' I stated, " No, I actually purchased it with my husband. '' She said, " Well I cant give you another extension so you have until tomorrow to pay the XXXX '' I said, " I didn't ask for an extension ''. She then threw it in my face again about the deferment I had received back in DXX/XX/XXXX stating once again I had just received an extension and still couldn't catch up. She was being so demanding, rude, and abusive, that I finally said to her you can come pick up the vehicle if you want. She then replied, '' Okay, whats the address? ". I stated it should be on file, she then had the nerve to ask if was a reliable address since I couldn't even keep up with my payments. I then said to her, '' You know you're harassing me. Let me speak to your manager '' She asked, '' How? because I'm asking you to pay your bill. '' I asked again to let me speak to her manager, as she was talking over me. She said, '' No, I'm just asking when you can pay ''. I advised her that if she didn't stop talking to me in a demeaning way I was going to contact my attorney. Asked for a manager once again, she ignored the request for a third time. Continued talking over me and threatened to end the call since I had mentioned the attorney, and she could no longer speak to me. I advised her that if she knew how to do her job correctly she would obtain my attorney information then seize communication as she cant without it, she then said go ahead and have your attorney contact us have a good day and call ended. At the end of that call I felt harassed, abused, humiliated and upset. This call was probably worse than what it sounds, the way she was talking down to me was disgusting and with great lack of empathy. 
I called right back and had my call answered by a female name XXXX who identified herself as a customer service manager. I complaint to her straight off the bat that the previous agent I had just spoken to was incredibly rude and was baffled by the way she expressed herself. I said, " Your agent had the nerve to throw in my face the deferment I received and had the nerve to say to me why was it that I still can not catch up, as well as threatened to pick up the vehicle, which I know you cant she then asked if my address was good because I obviously couldn't even keep up with my payments. I have never missed a payment, yes I have been late but never have I missed a payment '' I said to her, " I too used to work at a XXXX XXXX XXXX   company and she can not speak to me that way ''. The manager acknowledged that the agent should not have spoken to me in that way and said she was going to pull the call and listen to, which I really hope she did. The manager then offered to give me until the XXXX and to only make my minimum payment of {$320.00}, Which from previous reps had said that was not a problem. Manager stated she could not give me until the XXXX as the account would be in the collections department, but even so I would still be able to make the payment and be fine, Around XXXX XXXX  on the same day, I received another call from XXXX XXXX XXXX, by another agent who was trying to collect the payment after an arrangement had already been made. 
When I called back to inquire about the names of the reps I had spoken to, the 3rd agent didn't leave any notes on the account about her contacting me. I wonder how many other notes are missing in my account. 
Point is that this call violates the FDCPA in so many ways, not to mention they love to contact my references and advising them of when I'm late on my payments. From my knowledge working in XXXX   and XXXX XXXX where you are trained and tested that's a violation. The agent violated first off using an abusive tone and language, she treated me unfairly by assuming my address wasn't reliable, because I'm doing the best that I can on making my payments every month, she implied threat by responding okay when I offered to take the vehicle, as well as denying me to speak to a manager after requesting one several times. She didn't even attempt to de-escalate the call or acknowledge my request. I felt as if I was getting hit with a bat every time I tried to reason with her. 
This woman is a customer service representative who had the tools to to give me until the XXXX, as her manager did, but instead chose to harass, abuse and made me feel small to nothing. Not to mention I'm currently filing for bankruptcy because I do not have enough income to pay all my bills.

Company response to consumer: Closed with explanation