Consumer complaint received 2015-12-10
Product: Consumer Loan — Title loan
Issue: Can't contact lender — 
Company: Cottonwood Financial Ltd. (TX)

My Dad took out a loan and I am trying to help him pay it. He could not afford the loan from the beginning but because The Cash Store does not budget the customer they loaned him {$1100.00}. My dad has not been buying groceries or his medication because he does not want to lose his car. He pays {$200.00} every 2 weeks. He has made 6 payments on time For a total of XXXX and his balance was still {$980.00}. He still had 6 payments left. I called the local branch to work out some type of settlement. They gave me all my dads information ( 3rd party disclosure ) even though I told them I do n't want any information on the account I just want to know who I needed to contact for a settlement. They could not help me but gave me their corporate number. I asked the branch if they normally settle. The Manager XXXX told me not until your loan defaults but your dad is up to date so they will not settle with him. I called the corporate office and spoke to XXXX. She told me that she could not give me any info unless my dad called and said it was ok. I told her I already have the info because the office gave it to me, I just needed to work out a settlement. I asked her 3 more times to let me speak to someone that can help me and she said there 's no one and eventually she hung up on me. I got my dad to call and tell them I had permission to settle his account. I called back and spoke with a collection Supervisor and she again told me she could not help me because the account was not in default, I would need to call the branch. I told her I 've been going back an forth between corporate and the branch and everyone says they cant help. She told me that not one can help because he is not late and has to live up to his contract. I asked to speak to someone else. She told me there was not one else that she was the Supervisor. I proceeded to ask her 3 times and she said I could not talk to anyone else. So, I asked her what good are they if they cant help anyone and then she forwarded me to a voicemail that she said was her boss. I left a message. I also asked her why they will settle with someone that is in default and not a good customer that pays on time. To me that is bad customer service. After I left the message, I called back to get the name of the person I last spoke too. The lady on the phone tried to find out for me but said the Supervisor in the collections department in XXXX, She did not know of a female Supervisor in collections. I 'm not sure if she really was a Supervisor. Their corporate office is not customer friendly or very helpful. They basically are telling me I should let my dad account get 14 days past due so they will settle but they do n't always settle. I asked when do they settle and they said it depends on the situation. I am just trying to help my dad out but no one at the cash store wants to help. I also thinks it a bad loan product. He 's already paid {$1200.00} of the {$1100.00} he owes and still owes another {$1200.00}. Plus, the office suggested to refinance the loan to make his payments more affordable but his balance would go up. That will not help at all. All I 'm asking for is someone to help me come to a settlement to help my dad out.