Consumer complaint received 2016-01-26
Company: Consumer Portfolio Services, Inc.
State: MD
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I fell behind on my auto loan payments with Consumer Portfolio Services. On XXXX XXXX, XXXX, I spoke with a department supervisor and agreed to make a payment of {$1100.00} on Friday, XXXX XXXX, XXXX and that would avoid a repossession of the vehicle. I was told that after that payment, I would need to make arrangements to correct the remaining outstanding balance of {$1100.00}. I asked if they could give me anything in writing so that I would n't make this payment that we agreed upon and the agreement not be honored by CPS. I was told that they could not put anything in writing. I was told by ( XXXX XXXX, Supervisor ) that once a payment was made on a pending repossession, that CPS wasrequired by law to halt the repossession and allow the customer to remedy the situation. On Friday the XXXX, I made the agreed upon payment of {$1100.00} and confirmed receipt of the payment with a representative over the phone. On Sunday morning, somewhere between XXXX and XXXX., the vehicle was repossessed. I called CPS on Monday to find out what happened. I was told by XXXX XXXX that the vehicle should not have been taken, and that she had personally contacted the recovery agent on Friday, after I made the payment, and related to them that the repossession was halted. I was then told that there was nothing that she was able to do since it was taken, and that I would have to speak with the Recovery Department. I spoke with the Recovery Department on Tuesday, XXXX XXXX, XXXX and was told that they would review my case and contact me within 48 hours. I did not receive a call back, and tried on numerous times to contact them. I left numerous voice messages over the course of the next couple of days and never received a call back. A few days later, I received a letter dated XXXX/XXXX/XXXX which was a " Notice of Our Plan To Sell Vehicle. '' I left numerous messages on the number that was given but my calls were not returned. I reached out again to XXXX XXXX and explained that the people in the other department would not return my call. She had XXXX of her department persons walk to the XXXX department and place a note of explanation on someone 's computer monitor. I still did not hear from that department. Today is XXXX XXXX, XXXX, and I received another " Notice Of Our Plan to Sell Vehicle '' stating that the vehicle will be sold at a private auction on TOMORROW, XXXX XXXX, XXXX at XXXX My requests for a phone call have not been honored, the vehicle should never have been taken, and I should not be penalized with an unjust repossession on my record, especially when I paid the amount agreed upon in order to stop the repossession. I discovered that this same company just paid out {$5.00} XXXX in XXXX to the FTC for the same practice that they are doing with me now ... ( " CPS is also charged with failure to establish and implement reasonable written procedures and failure to reasonably investigate and respond timely to consumer disputes under the Furnisher Rule '' ) Here is the link : https : XXXX This is totally unfair to me as a consumer.

Company response to consumer: Closed with explanation