Consumer complaint received 2026-02-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: First Help Financial, LLC
State: NC

Complaint narrative:
I am filing a complaint regarding the repossession of my XXXX XXXX and the conduct of a company representative. I believe First Help Financial engaged in unfair, arbitrary, and harmful practices that caused severe financial and emotional hardship to me and my family.

Detailed Description of What Happened I am a XXXX  mother of XXXX XXXX XXXX. At the time my car was taken, my children were XXXX, XXXX, and XXXX XXXX XXXX. This vehicle was our only transportation. 

I had been making payments on my auto loan for years. My contract was for XXXX years, and I was supposed to finish paying this year only a few months away. I had been late on payments before, but First Help Financial had allowed this without repossession. 

Approximately XXXX months before repossession, I made a payment of {$6600.00}, which was all of my savings. This money came from an IRS payment related to XXXX XXXX XXXX credits that I received in XXXX after not receiving it earlier. I decided to apply this entire amount toward my car loan because this vehicle was my familys only means of transportation, and I believed this would protect my car from being taken. I was acting in good faith and doing the best I could for my children and for the company. 

Shortly after this payment, my account was reassigned to a new representative. From the very first call, her tone was hostile, impatient, and condescending. She spoke to me in a way that made me feel judged and talked down to. I am an XXXX  person, and her manner of speaking caused me to shut down emotionally and made communication extremely difficult. This was very different from prior representatives, who were respectful and understanding. 

At the time my vehicle was repossessed, I had already made a partial payment and was only behind approximately {$200.00}. Instead of allowing the payment to process, the company reversed it and repossessed my vehicle, XXXX year before my contract was complete, despite my history of payments and prior late payment leniency. 

Approximately three days after repossession, I was informed that I owed {$800.00} in repossession and towing fees, which I believe were excessive and unfair. Based on typical towing and storage rates ( {$200.00} {$300.00} for towing and $ XXXX for storage ), this amount was not reasonable. I do not know what additional fees were applied when the car was later sold. 

I believe this representative played a role in the decision to repossess my car, and her conduct directly contributed to the breakdown in communication. 



Impact on My Life and My XXXX  It has now been months since my car was taken, and my life went downhill afterward. I had to survive without my own vehicle while caring for XXXX XXXX XXXX. I had to borrow a car that does not belong to me. 

My XXXX  witnessed the repossession firsthand. They were getting ready for school the morning the car was taken, and it affected them deeply. XXXX of them will have birthdays next month, and XXXX already had a birthday in XXXX. This situation caused emotional distress, XXXX, and physical symptoms, including frequent XXXX, for which I am now seeking medical care. 

I felt powerless, unheard, and overwhelmed. I trusted that First Help Financial would allow me to resolve minor payment issues, as they had done before. Instead, my only vehicle was taken only for a {$200.00} remaining balance, despite my good-faith payment of {$6600.00} and being only months away from completing my XXXX contract. 

No child should have to see their parents only car disappear away, and no child should have to worry about their family losing transportation. This situation deeply affected my children and me, and I believe the company acted unfairly.

Company response to consumer: Closed with explanation