Consumer complaint received 2024-05-09
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Sensible Auto Lending, LLC (NY)

I purchased my vehicle and SENSIBLE AUTO was my lender and about a Month after I purchased it an irresponsible driver rear ended me for being in his cellphone and totaled my car, upon this happening the car ( XXXX ' XXXX XXXX  ) was taken to a repair facility after going back and forth for 2 weeks with the insurance company it was decided that the car was a total loss, during this time I want to clarify that not once a payment was missed as i was making biweekly payments. I spoke with the insurance company and was given 2 options the first option was to surrender the car to them ( XXXX XXXX ) and receive a payment for {$23000.00} which would've covered my loan in ins entirety ( Payoff {$18000.00} ) or the second option was for me to keep the vehicle and receive a reduced settlement for {$16000.00} and pay the bank the remaining balance which was around {$2000.00} which is the option I choose, Upon agreeing to this option the car was released to me and delivered at home by the body shop as I was planning to pay for the repairs myself. 3 days went by and I got a call from a tow truck driver at around XXXX stating that he saw a baby car seat in the car and he felt bad just taking the car so he decided to give me a courtesy call so I can gather my belongings as he had a " REPO ORDER '' i told him it was impossible the car was always paid on time and in his paperwork he said he agreed with me the order stated there was {$0.00} balanced owed to the bank but he said he still had to take it, gracefully he provided me with a copy of that document which i have as proof so after speaking with him for about 30 minutes there was nothing i could do he ended up taking the car, the next morning i called the bank and i was told that the car is being processed as a repo because i had " refused '' to surrender the car to the insurance company which was a total lie also the car was always paid on time never missed a payment so it shouldn't been processed as a repo they just wanted to sell the car and get more money this is bad business practice which even XXXX agreed it was ( they gave them a hard time providing the title so the can submit payment ). For what was a simple process still hasn't ended for me the accident happened on XX/XX/24 it is XX/XX/24 and i still haven't resolved the matter. The bank decided to process the car as a repossession when it was a total loss, proceeded to sell the car in auction, get paid around {$11000.00} from auction and also collect the {$16000.00} check from the insurance settlement for the total loss and in the process damage and trash my credit as now it appears as i have a repo and still owe {$8000.00} for some reason which I don't understand i only owed the bank {$18000.00} minus the $ XXXX and $ XXXX I'm due a refund for over {$8000.00} i called them and I was told several times that if i wanted it fixed, I needed to submit a claim to the credit reporting agencies and then they would address it i was also told I will get the check in the mail for the overpayment within 10 days from when payment was received from insurance ( XX/XX/24 ), its been a month and i haven't received anything, every time I call I'm being told different things and my credit is still damaged i cant even get another car please help me!