Consumer complaint received 2023-08-18
Company: Fleet Financial Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
My husband and I had auto loans with XXXX XXXX for our two vehicles, a XXXX XXXX XXXX and a XXXX XXXX XXXX . We spoke to someone named XXXX XXXX at iLending Direct in XXXX about getting an auto refinance for both vehicles. This refinance was supposed to have a lower APR, lower payment, and shorter time period of the loans. XXXX said over the phone what our payments would be and the APR would be. It was going to be financed through XXXX XXXX XXXX. XXXX said that he would be calling us to go over all of the paperwork on both vehicles. We thought that he was sending the information in an email but unfortunately this was only name confirmation legal forms. XXXX said that he needed to get these loans through right away so they'd fund on time. He originally said a few days before that we would need to print up the documents and send them back via XXXX. He had a woman call us who had the ability for us to sign each document with a computerized pen. She was not a banker so had no information on anything and as soon as we signed them, she removed them. We never received any of these documents showing the total paid, interest rate, number of payments/length of the loan or anything. Just emails saying congrats on the loan. 

About a week later, we had received our documents from the lender/credit union . We opened the website up to start payments when they became due and saw that we had balances MUCH higher than what the payoff was at XXXX XXXX. For the XXXX, the payoff was {$9000.00} ( and we actually made a payment in between to XXXX XXXX so it wouldve been even lower ). We saw on the banking documents however that the payoff was {$11000.00}. No reason given, no explanation. For the XXXX, the payoff with XXXX XXXX was {$37000.00}. The banking documents for the new loan showed {$39000.00}. This was not consistent with what we spoke about and agreed to. We weren't financing anything extra such as a warranty on the XXXX. 

We emailed XXXX at iLending on XX/XX/XXXX and asked why both of these loans were added to and for an explanation. XXXX initially didn't answer. We emailed again on XX/XX/XXXX and let him know we were still awaiting his answer. Please see attachment ( iLending0 ). XXXX still didn't provide any explanation or documents. Only that we would be receiving a refund on the GAP policy. He was also very nasty and said " all our phone calls are recorded and they will support the fact that I reviewed in great detail all aspects of the loan ''. He did NOT tell us that some kind of charges would be added that seem to be a mystery, We never received any refund and have no idea what he's talking about. We did have an XXXX Extended Warranty plan that we had paid {$4000.00} for when we bought the vehicle ( XXXX ) but that had already been added to the original loan with XXXX XXXX. 

You will see from the attachments labeled with XXXX XXXX XXXX XXXX that documents were not signed until XX/XX/XXXX. This was the first time we had seen ANY of this and we had to go through our credit union emails to get it ( and as you recall, on that date we weren't given any opportunity to review these at all. An admin woman was having us sign them and flip through ). We noticed the amounts, the fact that we have 71 months to pay it ( after we said that we didnt want to go any longer than what we've got ), and just the overall dishonesty. We tried to connect with XXXX at iLending to figure out what was going on and just like when he was speaking to us before when he was trying to sell us, we were still not provided any information, Our thoughts are that if he was honest, he'd have no problem with explaining it.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation