Consumer complaint received 2015-08-29
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: United PanAm Financial Corp. (NC)

On Wednesday XXXX XXXX 2015, I contacted United Auto Credit and asked for assistance because the starter in my car went out. During this time, my account was 21 days past due. I spoke with representative by the name of XXXX and instructed me to fax over the repair receipts. He advised me that he will defer the XXXX 's payment but I will need to sign an e-doc that he is going to send via email. I faxed the repair receipts to the provided fax #. I called back on Monday XXXX XXXX becaue I never received the email as promised. A representative told me to fax the receipts to different #, so I did. However I never received the email as promised again. Instead I received a very disturbing message from a representative name XXXX disclosing on the voicemail that I owe debt and I need to contact him ASAP atUnited Auto Credit. I returned the call and was transfered to XXXX XXXX who apologized for XXXX 's call. He asked me to fax the repair receipts again and that he would defer XXXX payments instead of XXXX based on my situation. I faxed the receipts again as instructed. I received another collection call from them so I returned the call. I asked the representative why am I receiving the collection calls if I have arrangements for a deferment. She stated that I should not be getting calls because my receipts have been received and my account is pending a deferment and it will be processed in 24 hours. I received yet another call. I returned the call and I was transfered to representative name XXXX. The gentlemen who left the disturbing message. During our conversation I tried explaining that I was under the impression that I was getting a deferment. XXXX not listen and continuously inject during the call. He told me that he does not have to give me a deferment. I explained that I understand that however I 'm being different information each time I call. He asked me to fax the receipts again and when I advised him that I have faxed them XXXX times already and I was told that the receipts had been received.While asking why am I being told different information, he interjected and said have a day and hung up on me. I could n't believe it! I called back and asked for his supervisor but the representative transfered me back time XXXX ( the same one who hung up on me ) I asked for his supervisor and he said no I am a supervisor so I asked for upper level of management or the vice president and he said thats not going to happen and he hung up me again. I called back requested to speak with someone other than XXXX and the same thing happened. I called back and pleaded with the representative to not transfer me back to XXXX. I spoke with XXXX XXXX who apologized for XXXX 's behavior. I explained that I am being told different information each time I call and I do n't understand why I am getting the calls after I am told that my payment is being deferred. XXXX asked me to email the receipts to him. I did. He stated that he will send an email to sign the deferment form and he will defer the payment. I called XXXX back to see if he received my email he said yes but they are not going to give me the deferment because there are no more deferments available for the month and my account will be reported negative to the credit bureau. I was crushed because I called when my account was 21 days past due and asked for assistance. I sent the repair receipts numerous of times and returned the collection calls after being told tha t the defer was approved. All I did was ask for help because the starter went out. I sent the proof and followed up and I was mislead and mistreated. And as hard as I have managed to pay monthly for the last two years the treatment that I received was unfair and unethical. From the day I signed the contract I told the finance company during the welcome call finance it because the engine light was on. They told me I signed the contr