Consumer complaint received 2015-05-19
Company: Farrell Holdings, LLC
State: NV
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I have been trying to pay my car note to this company and they charge an {$8.00} fee that they will not always tell you about. I have been paying on this car for over 2 years and have paid this ridiculous high fee every time I pay by phone or online except for XXXX time. The only way to avoid the fee is to mail it in and they wo n't tell you that unless you ask. I 'm having financial issues and I asked if they could waive the fee because I did n't have enough for it. I was told to call back Monday because only a supervisor could waive it and there was not XXXX in the office that day. So I call back Monday and the agent tells me that I have a credit on file and they could use that for the fee. I done see how I could have a credit when I still have a balance. XXXX of the agents told me that they do n't apply it to the balance unless I tell them too. I had no idea that was the case. And I 'm appalled that they would n't automatically put it towards the balance due. I talked to XXXX different agents and both lied to me stating that there is no way the fee could be waived. When I told them that I know that 's not true because it 's been done once before. They put me on hold for a supervisor. The XXXX time it took too long and I disconnected the line because I was at work. The XXXX agent I spoke with got a supervisor on the line. I spoke with collections supervisor XXXX. She was rude right off the back. She told me that there is no reason I should be talking to her because the fee ca n't be waived even before I was able to explain my situation. When I told her I know that is n't true she said " well, we get charged so why do we have to eat the {$8.00} fee for you?! '' When i asked her for her employee ID number or badge number she stated that she does n't have XXXX. She did n't even let me speak without talking over me or cutting me off until I asked her to let me talk. I then told her to notate my account that I will be mailing in my payment she said NO because I 'll be late and pass the 10 day grace period. My payment is due on the XXXX and I spoke with her on the XXXX. When I told her I 'll be filing a complaint her tone completely changed and said " well I 'm still not going to eat the fee for you ''. She told me that I had " a late fee or something " when I 've never been late. And how could I have a late fee if there is a credit on file and I 've never been late? she went back to " we can put the credit you have towards the rest of the balance and you pay the fee ''. I told her that I do n't have a credit because I have a balance. She then stated that it is applied to the balance, which completely contradicts what the agent who transferred me to her told me. Sthe payment due is {$280.00} and some change. I told her that my statement says different so I wanted to pay the amount on my statement which is {$290.00}. She told me that is not what my statement says. I had the statement in my hand when I was talking to her, and she stated " well, I do n't have your statement in front of me. '' I was completely shocked on how she handled my account, giving me false information and the when I corrected her or asked her questions on what she stated, she completely ignored it and went back the {$8.00} fee. I do not want someone like XXXX, the only XXXX there as she claimed to have any type of access to my account. She gave me false information and lied about me being late on my payments and not clarifying if a late fee was assessed on my account or not. there is no other way to avoid a fee unless I mail it in, and if mailed in, according to XXXX, I will assess a late fee. I do not have the luxury of having the money to mail in a payment and ensuring that the payment gets there on time. I try my best to pay my bills and Sometimes I have just enough for the bill due. I want to pay my bill on time but according to XXXX, in order to do that I have to pay {$8.00} or get a late fee.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation