Consumer complaint received 2023-02-23
Company: Byrider Franchising, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Vehicle was purchased from JD Byrider/CNAC XXXX of XXXX. On XX/XX/XXXX vehicle was involved in a car accident that was the fault of the other party involved. Vehicle was totaled.. I contacted the office to make them aware of the vehicle being involved in an accident at no fault of my own on XXXX XXXX.. Since my initial reporting of the vehicle loss, there was no attempt to contact me by anyone in this office. The first contact had between myself and CNAC since reporting the accident was initiated by me on XX/XX/XXXX, XXXX. I spoke with XXXX per request of my attorney to get information that would detail what type of coverage for my vehicle was being purchased through CNAC. Nothing was provided despite being promised documents would be sent via email. She and I spoke for a significant amount of time this day and she made no mention of anticipation of any payment on my account. She also did not advise that it was needed. After noticing a late payment being reported to my credit, I contacted the office on XX/XX/XXXX and inquired as to why no one attempted to reach out to me and advise payment would be needed. Up until this point, all monthly payments had been made by me on time. I was also left with the impression after the initial contact regarding the accident that collection on this account would be put on hold. No one could offer a viable explanation but instead hung up on me several times. My attorney called on my behalf and was also hung up on. It was confirmed by XXXX during the interactions on that day that no attempts were made to contact me, and she apologized for that. XXXX alleged to my attorney that the reason I was unaware of payment being needed was that I was difficult to contact, I asked XXXX why she didnt express a need for payment while having an actual conversation with me if that were the case. Her response was to accuse me of playing a blame game and hung up on me. On XX/XX/XXXX, the at fault partys insurance company finished their investigation and was ready to settle the damages portion of my claim. On XX/XX/XXXX, I called the CNAC to inquire about any contact being made from the insurance company regarding this and to also provide the information that was provided to me. I requested to speak with XXXX but was later told I spoke with XXXX ; they share similar tone and dialect. XXXX confirmed that contact had been made from the insurance company. I asked if further action was needed by me on my account and she stated no. Another late payment was reported to my credit on XX/XX/XXXX. I called the office back and spoke with XXXX on XX/XX/XXXX, who advised that the account is still open because they have not heard anything from the insurance company and that XXXX was no longer with the JD Byrider and no one could access her emails. I followed up with the insurance company on XX/XX/XXXX, I was told that XXXX was not who was contacted regarding my account however XXXX had been contacted on XX/XX/XXXX regarding my account. The insurance company representative attempted to contact XXXX on my behalf during this call but was unsuccessful in her attempt and left a message. I called the office personally and was able to speak with XXXX on XX/XX/XXXX. She claimed that a Letter of Guarantee had been sent out by her on Saturday XX/XX/XXXX exactly 12 days from when she was contacted despite telling me on Friday XX/XX/XXXX there had been no contact made at all from the insurance company. I was also told on XX/XX/XXXX by the insurance company that they had only been awaiting the Letter of Guarantee and as of that day they still have not received anything. The lien holder CNAC has been negligently dragging out resolution of my account and providing me with misinformation while simultaneously reporting negatively to the credit bureaus causing detriment to my livelihood and credit worthiness in response to their own incompetence.

Company response to consumer: Closed with explanation