Consumer complaint received 08/25/2017 about Vehicle loan or lease (Loan) with Innovate Managed Holdings, LLC (TX).
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint: I bought a XXXX XXXX XXXX from XXXX XXXX in XXXX. I went on XXXX in XXXX to XXXX with the United States XXXX. While I was gone XXXX XXXX sold my contract to Innovate Auto. When I got back from my XXXX the counselor from the Veterans Administration in Virginia told us while we were on XXXX that our interest rate on our credit cards and our cars should be at 6 % and to let our finance companies know so they could adjust accordingly. 

I got back in XXXX XXXX and I got in touch with XXXX XXXX who informed me of the sell to Innovate Auto so I contacted Innovate Auto. Innovate Auto told me I need to send them my orders from my XXXX and they gave me the email address to send them to. I sent the orders over to them. I called soon after and spoke with someone who said the orders were never received and asked me to resend them over, which I did. I called again and spoke with someone different who said they see the orders were received and they had been sent over to the team that would handle them and get me taken care of. 

I never heard anything from them so I called again, only to speak to someone who said they never received anything from me and I would need to send it over to them. I asked for a supervisor whom I was told is not available just to send over the paperwork and they gave me the email address again. I asked them if they could please look through all the notes on my account and see if they see anything about my orders. They finally looked and then said well we received some information, but it is not what we needed from what I am reading, please resend the information. I have sent over my orders several times and never received a follow up email from anyone to say there were received and every time I call they say we have nothing please resend them. 

I dont understand what the run around is about because like clockwork they call me every month for a payment and as soon as I ask about my 6 % interest that I should have gotten from XXXX they say they know nothing about that and have received no paperwork. It is very inconsistent and very unprofessional on their part and I dont understand what kind of business they are running where they can be comfortable giving faithful customers who help them stay in business the run around. 

Finally one day I was able to speak with a supervisor named XXXX who took the time to look through my account after going back and forth and him saying they have nothing and I need to send paperwork confirming what I am talking about. He saw the orders and said he is printing them and getting them over to the right department so that I can get taken care of. I really appreciated speaking to someone who took the time to look at everything and understand where I was coming from, and actually see that I had sent in that information over a year ago. 

Months went by and I did not speak to XXXX again so I called asking for him only to get that he is not in and I was transferred to his voicemail and left several messages that were never returned. Finally, one day I was transferred over and he accidentally answered and stuttered at his surprise in speaking to me. I said XXXX I am following up with you on my 6 % that I should be receiving from my orders to XXXX. He said let me look and see what they said. He said they said you had to be on XXXX while we had the car and you were on XXXX in XXXX and we cant go back that far. They were actually looking at the instructions and policies and procedures. I was very confused because the information on my orders are very clear. I went through the orders with XXXX and showed him where the actual dates are. I then questioned the specialist they have in charge of military information because if they do not know how to read the orders or understand them, what help are they to their faithful customers. He agreed they need to get a better process in order to help faithful customers better. 

At that time XXXX said he was going to highlight the information to show the specialist my actual XXXX dates so they can go ahead and take care of my 6 %. XXXX apologized for the confusion and thanked me for my service and promised to get it all taken care of and said he would give me a call within a week. I have not heard from XXXX since and this was way back in XXXX or XXXX. I call often trying to speak to him and everyone says they are taking a message and giving it to him. I have even left several messages on his voicemail that they have transferred me to. I asked is he still employed there and they say yes, but I guess he just does not want to speak to me. 

They call me monthly several times to ask me about my payment and I always ask them is XXXX available and they say no so I ask have they fixed my account yet for my 6 % according to my orders from my XXXX and everyone I have spoken to says we dont have any record of any orders you have to send them to ; and they give me the email address to send my information to. 

I was making my payment slowly because I know they owe me the 6 % and I was hoping and praying they would do the honorable thing, their job, and look over my account and see that I was on XXXX from XXXX XXXX until XXXX XXXX. 

I would like a resolve to this situation. I believe I have done everything I could have done to try to get things handled in a professional way, but I have not had any cooperation, from this company. I do not understand how such a company can be comfortable presenting themselves in this manner and taking peoples hard earned money without first caring about them as a faithful customer. I dont believe this company, Innovate Auto realizes, it is the faithful customer that allows each and everyone of them to come into a job each day and the faithful customer can bring all of that to a hault. 

I was holding off paying my car off because I did not want them to say well her care is paid off now we should not have to give her anything and being the kind of company they are which in my eyes is sneaky, uncaring, and trifling, this is the only thing I expect from them because this is all theyve shown me. However, waiting to make payments and being late with my payments is only making my credit get worse. 

This is a serious cry for help to the Consumer Financial Protection Bureau to help me with this company. I have exhausted all efforts to get these things handled, and because I am just a little faithful customer with a car payment they treat me like trash with no appreciation that I am a part of the reason why Innovate Auto still exists. 

I have attached emails that I have sent to the company with my orders that were sent to them. 

I sincerely thank you and appreciate your help in this serious matter. Have a wonderful day.

Company response to consumer: Closed with non-monetary relief