Consumer complaint received 2025-04-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Global Lending Services LLC
State: IN

Complaint narrative:
I contacted Global LendinXXXX services in XXXX and asked questions about the late fees that were on my account and what the total of them would be with my loan payment. I told them I would make the payment for those fees and loan payment online. When I look at my account online these fees are included in my monthly due. These fees are also included in my monthly total due on my paper statements. I paid my normal loan amount and an additional amount to cover the fees. There is an issue where when you go to the make a payment page the fees disappear from the total due. I paid what I thought was the total amount including fees online. When I received a phone call the next day saying I still owed and informed them I made a payment online and there system was wrong, like it is every time I make a payment. I asked that the amount was {$340.00}, but explained the issue happening on the payment page. The agent informed me that the amount was actually {$360.00}, and asked if I wanted to authorize that amount. I said yes, the amount was not changed and only {$340.00}, came out of my account. 

I figured I would just pay the extra {$20.00} this month. This month I get my statement and instead of the additional amount being applied to the fees, it was applied to my next months normal amount. When I called and asked why that I occurred, I was told it is my responsibility to call and ask for the payment to be applied to the fees. They are not allowed to make me aware this is how the process occurs or make me aware that I must call and ask for the extra funds to be applied to the fees. That the online payment system does not allow you to pay anything except for the normal monthly amount due. Even though I asked multiple times why the fees were not showing up on the make a payment part of the website and was told it must be a glitch and that they would put in a ticket for it. I was then told that they are not required to tell me this is how the payments work. I informed them that location is not included in the loan agreement, on the paper statements, nor is it located anywhere on the website and why I was not informed of that when I was asking about the late fees, nor mentioned the incorrect total due on the payment page. I was told they consider it to be the customers responsibility to ask how the late fees can be paid and that it is the customers option to just pay them after the loan has been paid off. He also let me know they only tell the customer that information if they directly ask " Can I make a payment directly to the late fees on my account? '' Otherwise they are not allowed to tell the customer that they must call in and ask specifically for those funds to be placed on those funds. I see this as fairly shadey because I this information is not located on any paperwork that the customer is given. If I had not called and asked why my normal amount due was lowered I would of paid on the loan fully and then been told " oh yeah you owe these fees from 2 years ago we never made you aware weren't actually paid for. '' There statements also do not include an estimated pay off date, the APR, nor the interest accrued during the statement. The contract nor the statement state anything about the customer needing to request the funds being placed on certain fees, and that they must be done as a separate transaction from the normal loan payment.

Company response to consumer: Closed with explanation