Consumer complaint received 2020-09-26
Company: Global Lending Services LLC
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I make the monthly payments for my girlfriend 's car note. The last payment I made on XX/XX/XXXX seemed to go as usual, except the car loan company didn't take the money out of my bank account immediately like they always do. The car loan company gave me a confirmation number for this payment as if everything was okay and up to date, and the next time I tried to make a payment on XX/XX/XXXX the car loan company told me I owed twice the amount I usually pay. My girlfriend 's account with her car loan company has been " blocked '' is what they told me happened when I asked what was going on with the account. This is basically preventing my girlfriend and I from making payments to them. When I asked the car loan company why the account was blocked, the car loan company told me my bank disputed their charge and that I needed to tell my bank to reinstate the charge in order for the car loan company to unblock the account. Now, just to let you know, no attempt was made to notify me that my last payment to the car loan company didn't go through or was disputed. I then called my bank and told them what was going on and my bank told me no charge was disputed AND no charge was even attempted to be made by the car loan company to withdraw their payment. I called the car loan company back and told them what my bank had just told me. The car loan company asked me to fax them my bank statement for the month of XXXX, so I did. I provided all documentation requested by this car loan company and they initiated a " 72 hour investigation '' to look further into what went wrong with the account. I waited over 72 hours and nobody has reached out to me, so I called the car loan company again to see what the results of this " 72 hour investigation '' was and the representative I was talking to told me they didn't know what investigation I was talking about - so she started ANOTHER " 72 hour investigation. '' I then waited over 72 hours once again and nobody has reached out to me. I called the car loan company again and they told me the individual investigating my girlfriend 's account is waiting for approval from his boss to listen into the phone call that I made to them on XX/XX/XXXX to see what went wrong with the information that was provided by me and see if it matches the information their representative took down for the payment I attempted to make on XX/XX/XXXX and that the car loan company needed more time to " investigate. '' When I asked them how much more time they needed, the car loan company representative said she couldn't tell me and just hung up on me. I called over and over after the last representative hung up on me, demanding they give me some kind of way to make a payment since the car loan company 's collections department keeps calling me asking me to make a payment. The car loan company finally gave me the option to make a payment via XXXX and I made a payment the next day. I made the usual amount payment that I do every month at a XXXX XXXX on XX/XX/XXXX. My girlfriend was notified on XX/XX/XXXX from her XXXX XXXX app that her credit score went down, when we checked the app it said her credit score went down over XXXX points due to her car loan company sending my girlfriend to collections. The next week after I was allowed to send GLS my payments through XXXX I sent double the amount which would bring me up to date on my payments altogether. My girlfriend and I have plans on buying a house within the next couple years and to trade in her car before XX/XX/XXXX and our plans are being pushed back so far out of sight at this point. This car loan company is literally destroying our future and our backs are against the wall because we have done nothing wrong to deserve this happening to our family.

Company response to consumer: Closed with explanation