Consumer complaint received 2022-02-16
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: United PanAm Financial Corp.

Complaint:
I purchased a vehicle on XX/XX/XXXX. My first payment was due XX/XX/XXXX in which case I was unable to make in time due to COVID. My check wasn't enough to cover. Between XX/XX/XXXX - XXXX there was no communication from the bank or dealership payment being late was a problem. I received no calls/voice mails from either party. XX/XX/XXXX I contacted the bank because I was contacted by the dealership. Was told the bank had been trying to contact me. I explained to the dealership there was no missed calls/voice mail. Called the bank to inquire why I wasn't contacted until the dealership contacted me if there was any issue. I was made aware that my loan was under review. I asked how long will it be under review until a decision is made. No answer provided by XXXX. I requested to speak with a supervisor about no calls and needing a better due date. XXXX  ( supervisor ) never returned my call to discuss the matter at hand. XXXX days later I made my payment at XXXX as instructed. I was told I couldn't use their online services. I called them with confirmation number. A week later I received a text from dealership asking me to come in the discuss the loan which seemed odd. I looked for my contract at this point because I was told this bank didn't offer grace periods which wasn't explained at the deal nor was the contract in my possession to know this info. The contract was NEVER given to me yet the extended warranty was. I was then told financing me through another bank would happen. I would need a cosigner. I provided one. I contacted the bank again. Requested to speak with a sup. and XXXX  who I was connected with. The same sup that never returned my original call back request BEFORE any decision was made w/ the review and payment was made. He was EXTREMELY rude. Could not provide a number the bank was calling me from so I could check my call logs. He then provided XXXX. That number provided was not in my call log nor my scam calls log. I tried explaining this. I was then told they couldn't contact my references because none was provided. The dealership did not request any references. I asked why did they call the dealership and not me and XXXX  responded we don't call the dealerships. After providing the cosigner there was no communication between myself or the dealership for XXXX  days and then I was suddenly told on XX/XX/XXXX I had to return the car. There was nothing he could do. I asked if the reporting of the first payment being delinquent was the issue. I've yet to receive a straight answer. I've requested of the bank contact and I still haven't received that either. I have several screenshots of communication between myself and the dealership. My down payment is to be returned or partially if a bank isn't going to approve me I have sent proof to the dealership of my call logs as well to prove no calls were made to me at all. I asked XXXX to let me speak to his supervisor. Still no call from his supervisor. I was also told that reps email requests to supervisors if needed by cust. XXXX said he never received email from XXXX. He also said that maybe his area mngr contacted the dealership because the department he works in doesn't. I requested to speak with the area mngr. Was denied request. As of today I'm still w/o a contact or return call from XXXX supervisor . I provided XXXX screenshots but have several more to provide including call logs

Company response to consumer: Closed with explanation