Consumer complaint received 2017-08-30
Company: STATE FARM BANK, FSB
State: AR
Product: Debt collection
Sub-product: Auto debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
The letter from State Farm Bank alludes that I gave them incorrect information, which in fact is wrong. I explained to XXXX XXXX from State Farm Bank on several occasions the situation that was based on my complaint against State Farm Bank. 
I indeed for a fact called State Farm bank on several occasions concerning the XXXX XXXX for which I had financed with them. I even had an agent call on my behalf and ask the same questions and was under the same impression that I was under when talking with State Farm Bank. I explained to the customer service representatives on several occasions what was going on and the situation that I was in. I was assured by the Customer Service Representatives that the loan would be wrapped with another loan due to the remaining would be an unsecured loan. So I was assured that if I bought a new car that the remaining negative equity would be wrapped with a new car loan. The jeep was filed under the lemon law and once it went under the lemon law the dealer would not touch it to even look at it to fix it. I did filed that complaint against XXXX in XXXX with the AR Attorney Generals office and State Farm Bank does have the documentation on the Jeep that was filed under the lemon law. XXXX would not buy the XXXX back unless the negative equity was paid in full, which is what started all the conversations with State Farm Bank as I was trying to resolve the issue with the XXXX. State Farm Bank has the documentation showing that they could have received {$25000.00} from XXXX for the XXXX if they had followed through with what they had stated they would do. When State Farm Bank did not follow through with what they said they would do that left me with two car loans instead of one, I am a single mother and could not afford both payments. I could not trade the XXXX due to the fact that it was under the lemon law and the dealer would not accept it as a trade, BUT I bought a new vehicle on the information that I had from State Farm Bank stating that they would wrap the XXXXwo loans into one. Since they did not do that they left me no choice but to call and have them come get the XXXX that I would not drive because it was unsafe to drive and had been sitting parked for over a month since the dealer would not even look at it. 
As for the Second loan as I explained to XXXX XXXX on the phone again, that I called my State Farm Agent on a Monday morning I believe it was maybe XXXX XXXX, XXXX I bought the XXXX on a Saturday the end of XXXX XXXX. I talked with XXXX at my Agents office and explained the situation to her and what information I had. XXXX called me back and stated that they bank would not do what I was previously told and would only allow {$900.00} over the XXXX. So I did not fill out the paperwork for a loan because I did not want that on my credit after just purchasing the other vehicle if State Farm Bank was not going to do what I had been previously told. After I was told that I did not have a choice but to call the bank and tell them to get the XXXX that was under the lemon law. ( On my credit report it shows that it was an involuntary repossession, which is in fact incorrect. I called them and told them to come get it since they told me incorrect information and left me in a bind. ) With all this being said State Farm Bank if they had followed through with what they had told me originally in all of those phone calls to them they would have received a guaranteed payment of {$25000.00}, instead they did not follow through and sold the XXXX that was a lemon at an Auction and received around {$15000.00}. So they knowingly sold a XXXX that was deemed a lemon under the AR Lemon Law and knew XXXX had acknowledged and was going to buy it back. 
My complaint about State Farm Bank is the fact that they told me incorrect information over and over by their customer service representatives and I bought a vehicle on the information that I had and in turn that left me in a bind. I would not have bought another car if knowingly that State Farm Bank was not going to do what they said that they were going to do. 
XXXX XXXX stated in our phone conversation on XXXX/XXXX/XXXX that he did not understand the situation and my complaint. He did not understand how this has ruined my credit, but yet this is a man that works for a lending company. He also called my phone on XXXX/XXXX/XXXX and left a voice mail thinking it was the Better Business Bureau and requested an extension. So he not only called me in error but left a voicemail thinking it was the Better Business Bureau when in fact he called my phone and should have realized that it was a voicemail. ( I still have the voicemail and I have a witness to Fridays phone call. ) This shows incompetence on their behalf which has been seen again and again but the fact that they are to narrate the phone conversations that have taken place and when going back and have been read to me not all the information was in there, calls are recorded are they not? That is what is stated when you call, can they not listen to the calls? I do not know how to explain this situation any plainer or simpler for the company to understand what they have done that is wrong and that their incompetence and mistakes is causing me great grief in my life. I did all that because of the information that was told to me prior to buying a vehicle in XXXX and then in turn did not say what they were going to do and thus causing the repossession. The repossession was due to their error because I was told that they would work with me. I also talked to a lender on XXXX/XXXX/XXXX and I was told that State Farm Bank had put a lien on a home that a woman was selling and the lien was due to her ex-husband and his name was not anywhere on the house. That yet again shows incompetence by this lending company. 
Again I do not know how to make it any simpler or plainer of the situation that is at hand. I am not making any of this up this is all the complete facts, why would I make this up. I would not put myself through all this grief and stress if it was not. I would not be this upset if I was not being honest. I do not appreciate that the lending company alluding that this information is not correct because it is, I would most definitely not put myself through all this if it was not. 
I want this loan removed off of my credit and the matter resolved immediately, this was their error and I am continually having to pay for their mistakes. I also do not want XXXX XXXX XXXX looking into this complaint any longer, due to his incompetence, if he does not understand why I would be upset at the fact that this incorrect information has put my life at a standstill then he does not need to be in the business that he is in. I was very upset after the phone conversation on Friday due to the fact of the questions that he asked. 
Thank you for your attention in this matter.

Company response to consumer: Closed with non-monetary relief