Consumer complaint received 2019-12-23
Company: STATE FARM BANK, FSB
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Speaking with Representative XXXX of Statefarm Bank Auto Finance on XX/XX/2019 at XXXX XXXXregarding the additional payment of XXXX with a total of XXXX due by XX/XX/2019. I advised XXXX that I make all split payments bi-weekly of XXXX and XXXX so that my all payments are made on time. The representative asks to place me on hold to review my account. 

Representative XXXX goes on to say sometimes payments post in the next month. I advised him that I reviewed my payment history prior to contacting Statefarm Bank and my payments are not late and both payments were posted on time bi-weekly and I also checked my bank statements as well. 

The representative gets back on the line and confirms that I am correct and it looks like it was a mistake on their part. The representative asks to place me on hold again to reach out to another department for assistance. 

The representative XXXX advised that my payment of XXXX on XX/XX/2019 went to the principal which from my computer does not give me the option to make such a request. The representative XXXX continually insists that I have the option to do so. 

I advised the representative that I can't see any options on my end from my computer to chose other than to make a payment from my checking account. The representative states that he needs to contact another department to get this resolved and that it takes time and tries to end the call when I'm still addressing my payment. I asked the representative how much time will it take to get this resolved because my next payment is due on XX/XX/XXXX for XXXX which the next payment should reflect XXXX. 
At this point, he is rude and I requested to speak to a Supervisor now and advising the representative XXXX that I don't appreciate his tone with me and that I have been a Customer of Statefarm Bank since XXXX and have Homeowner 's, life, auto with them. 

The representative continues to place me on hold for more than five minutes and still have not reached a supervisor and wanted me to speak to one of his colleagues about my payment issue. 

The representative XXXX places a supervisor XXXX, alias identifier is XXXX, states that I requested to have my payment applied to principal this time by coupon book and I advised the supervisor that I make online payments and that I do not use a coupon book to make payments. The supervisor XXXX, admitted that it was an error on their end and that they will try to get it resolved soon. 

I advised the supervisor that maintaining a good consumer relationship with customers is important and more importantly, my credit should not be tarnished because of their mistake. I advised that I need this resolved by XX/XX/XXXX so that I can make my next bi-weekly payment of XXXX. Lastly, I have been on this call with Statefarm Bank for forty-six minutes. I just tried to go back online to my account and now I'm unable to view my account because of their mistake. I'm really concerned that something is not right here. 

Please assist with this. 

Regards, XXXX XXXX XXXX XXXX XXXX XXXX Account Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL  XXXX XXXX email ( XXXX ) XXXX Mobile

Company response to consumer: Closed with explanation