Consumer complaint received 2021-12-28
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Concorde Auto Management, LLC  DBA  Concorde Auto Acceptance (TX)

Complaint:
It started early this year, I wanted to refinance the vehicle I have with Concorde Auto Acceptance. I asked XXXX, the account manager over the vehicle if I am too, she told me I would not be able to refinance, even if I go outside. I also ask about returning the vehicle, once, and was told it would be a repossession on my credit, even if I give it back on good terms. 

So I became aware of another option and request my billing statements to be sent to me via mail, first via telephone, speaking with a few accounts, which all conversations recorded. I was decline and was given the payoff ( via email ) and an email to ask about getting my billings statements mailed. 

I sent a email to their support team on XX/XX/2021, where I requested billing statements, both past, current, and total. I was asked by XXXX, who implied he had authority on behalf of the CEO to make necessary decisions, who wanted me to send him my address, ID, employer, and last XXXX of my social security number, via unsecured email, yet, in a later email he told me that he/they take security serious and refuse to mail me my billings statements, even future billings statements, which I am entitle to legally, via mail. Later in the emails, he told me that I can pick up the billing statements in person ( which will be out of my way, financially, repetitively ), and after I was already told by the accounts in the office, that I would not be able to get, for they do not do remittance coupons billing statements, and everything is online. 

So after I came into knowledge and notice a billing error. On XX/XX/2021 I sent a billing error dispute to Pursuant 12 CFR 1026.63 " billing error, '' and Pursuant to 1692j the " bills '' Concorde Auto Acceptance furnishes are deceptive and it's a violation to federal law. ( The letter will be attached ) In response to the letter, which will be attached, I was sent a texted by the company and sent a letter to collect a debt, which has been causing emotional destress, for they attempted to tow the vehicle. 

They have not allow me, and still have will not allowed me to pay my car note, and have locked me out of my account online option to pay, which I believe, they are wanting me ti pay their insurance, which I already have my own. They forced ( because they will not allow me me pay my car note ) me to call my insurance for a declaration page, after I sent in my insurance card. Even though I have insurance outside of them now, they are denying me the right to pay my car note, which is causing me emotional and financial stress having to use XXXX or pay others to drive me around. When I spoke with XXXX keep saying they have to verify my insurance in order to let me pay my car note, but is having me call them, because they dont want to accept my insurance card. 

And instead of addressing the billing error dispute, I feel I am being retaliated against and it cause me emotional and financial stress.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation