Consumer complaint received 2015-10-12
Company: TMX Finance LLC
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I obtained a title loan from Title Max in XXXX for $ XXXX I paid on the loan for a few months when I was offered a increase in the loan due to the value of my vehicle in XXXX XXXX I accepted the offer and paid that for a few months each month I paid on time either on the due date or within the grace period before there is a late fee accessed. I continued to pay the loan each month adding additional money to apply towards the principal whenever I could. This was not my first time going to title max for assistance and previously I paid the loan off with no problem. During the summer of XXXX I was offered the opportunity to increase the loan and get more money again due to the value of the car. I agreed since I had incurred some expenses and I had taken a decrease in income. My payment increased but my interest rate was lower ; however the loan ofcourse was interest only. I paid the loan each month on time or within the grace period for over a year until XXXX of this year when my XXXX passed away. I called them and advised them I had severe financial problems due to funeral cost. I was led to believe if my payment was not there within a few days the car would be picked up per the terms of the agreement. I was referred to XXXX by the store employee XXXX to obtain a payday loan. I advised him unfortunatley i can not make the payment that week because of the the unexpected cost, I advised i didnt want to loose the car was there anyway to take part of the payment and work out an arrangement or defer the month so that I could at least keep the car, I was advised no the car would be picked up. I continued to receive dphone calls and the car wasnt picked up the following week i asked for a copy of my loan documents and payment history to be sent to my attention. I was told no I would need to come into pick up a copy. I spoke with XXXX again on Friday XXXX/XXXX/XXXX and advised I would come in the evening to get the documents, payment history and a payoff so I could make arrangements to have the car paid. When I arrived he through me the payment page which is given each time i come in and said my account was frozen and he wasnt going to give me any information. He also shouted in the office in front of other customers " We have been calling you all week '' which i responded to yes and I have spoken with you I was told to come in and I came in for the loan documents and history. He said again in front of a customer your car is up for repossession the account is frozen I 'm not doing that tonight, I 'm not giving you any information. I asked if another store could help he said NO all your information is here. My dispute is his refusal to assist me when I asked for the information over XXXX times face to face. I spoke with XXXX on XXXX/XXXX/XXXX and I was advised I would need to come into the office and I also went on the website of Title max and asked for a Debt Validation. After several request to have my documents emailed or mailed or even handed to me I was not successful. In addition my privacy was violated when he yelled in front of a customer your account is frozen your car is out for repossesion He also said to me in front of a customer " we treat our customers who pay nicely. '' Not only was i very hurt and offended it happened at a very difficult time after the death of a parent. I have had many loans with Title max and have always had a good payment history to have XXXX incident happen and be treted like I 'm a criminal was awful. I would like to have my debt forgiven.

Company response to consumer: Closed with explanation