Consumer complaint received 2018-06-19
Company: FC HoldCo LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My car loan is held by XXXX XXXX XXXX. The company requires payment through XXXX XXXX ( though subsequently has expanded payment options - which does not help my current situation ). Three consecutive payments were made via XXXX XXXX, as follows : XX/XX/XXXX : {$650.00} XXXX XXXX XXXX XXXX XX/XX/XXXX : ( Believed to be {$650.00}, though the receipt has faded ) XXXX XXXX XXXX XXXX ) XX/XX/XXXX : {$950.00} XXXX XXXX I also am experiencing an issue with a money order I mailed to them, which was confirmed via USPS Tracking to have been received by XXXX XXXX " Mailroom ''. The money order was in the amount of {$200.00}, and was received by them in XX/XX/XXXX. I have received conflicting advice from XXXX  representatives. I have been told to report the item as missing to the issuer ( which will end up costing me approximately {$25.00} to resolve, and will take more than $ 30 days ). 

Though I correctly filled out the XXXX XXXX payment forms, the payment agents at XXXX incorrectly entered the account number to which the payments should have been applied. Thus, the payments were not applied to my account. 

XXXX XXXX advised that I needed to contact XXXX XXXX to revise the incorrect account number so that it could be applied to my account. The XX/XX/XXXX was resolved after many phone calls. However, the XXXX and XX/XX/XXXX payments remain unapplied to my account. XXXX  continues to claim that my account is more than ( 60 ) days past due, though I have provided them with documentation of each transaction, demonstrating that the payee is indeed XXXX XXXX payment processor ( XXXX XXXX XXXX ). The XXXX representative I have been working with has acknowledged that my payments were received, but that they can not be applied until XXXX XXXX authorizes the account number change. 

I have contacted XXXX XXXX numerous times. According to the XXXX XXXX agents, their process is to reach out to the payment recipient ( in this case, XXXX 's payment processor " XXXX XXXX XXXX '' ) and the recipient is given ( 48 ) hours to respond, by either directing that the account number be revised, or to deny receipt of the funds. XXXX XXXX 's tracking system demonstrates that the payments were received by XXXX XXXX, but have not been applied to my account. 

XXXX XXXX claims that XXXX XXXX does not respond to their requests. XXXX   offers to open a " research ticket '' every time that I call, but this has thus far yet to prove successful. 

XXXX has been calling my family members, causing great distress to them and to my relationships with them. When I asked why, they said it was an attempt to help me, and that I had provided them directly with my family members ' contact information, which is false. I requested documentation of this alleged disclosure, which they refused to supply. My father directly told them to stop calling him, yet they still do, sometimes multiple times per day. 

My alleged lack of payment has been reported to the credit bureaus, though I have provided documentation to XXXX that payments were made ( albeit occasionally a couple of days late, which is my fault ), and XXXX  representative XXXX XXXX has acknowledged that I have made the payments. I frequently receive more than 10 calls per day from XXXX, with their representatives demanding immediate payment, despite acknowledging extensive notes in their system as to the circumstances. 

XXXXXXXX XXXX/XXXX will not respond to XXXX XXXX 's attempts to rectify the matter. XXXX XXXX refuses to return my funds. My credit report reflects a 60+ day  default on the loan. As of XX/XX/XXXX, this will roll over to a 90-day default. 

I have done everything in my power to resolve this. I have made my payments on a monthly basis, and am not in default by >60 days. XXXX XXXX refuses to return my funds. XXXX refuses to credit my payments. I am being harassed many times per day by XXXX, demanding payment. I have spent what aggregates to days trying to resolve this matter, and have come to realize that I can do nothing else to resolve, and neither XXXX XXXX nor XXXX seem to be working to resolve the problem. XXXX  is confirmed to have received more than {$1500.00} of my hard-earned dollars, but through their failures, will not return the funds to me or credit them to my account.

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