Consumer complaint received 2025-10-03 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Struggling to pay your loan — Denied request to lower payments
Company: World Omni Financial Corp.
State: NC

Complaint narrative:
* * Subject : * * Regulatory Violation and Failure to Provide Adequate Support Dear Southeast Toyota Finance Executive Relations, This is a * * clear regulatory violation by SETF * * regarding failure to disclose material policies and refusal to provide proper escalation, which has directly impacted my ability to address a documented * * financial hardship * *. 

# # # Timeline of Events 1. * * XX/XX/XXXX * * On my first call, your representative stated that my * * Financial Hardship request would be reviewed * *. However, she * * did not disclose the six-payment restriction policy * *. 
2. * * XX/XX/XXXX ( my due date, five days later ) * * I spoke with XXXX, who confirmed that extensions are only available after the * * sixth payment * *. When I requested escalation to a manager, she refused and left me on hold without resolution. 
XXXX. Later that day, * * XXXX confirmed that she always informs customers of this restriction immediately * *. This shows inconsistency in your staffs disclosures. She also stated that my account was with another department but offered no assistance in connecting me. 
XXXX. XXXX again * * refused to transfer me to a manager * *. She admitted that other managers were available, but she would not patch my call through. XXXX also refused to disclose the name of the manager who was supposed to follow up. I asked her if this was a policy, she answered no, then who told you a representative can not give a customer a name? No response. 
XXXX. I then received a voicemail from * * XXXX * *, directing me to return a call to * * XXXX * *. When I called, your representative confirmed there is * * no employee named XXXX * * in the directory. This was misleading. In addition, the callback number was not direct, forcing me to go through automated menus and re-explain my hardship repeatedly, without escalation. 

# # # Regulatory Concerns * * * Failure to disclose material terms * * ( the six-payment policy ) at the time of my initial hardship request. 
* * * Failure to provide proper escalation * * when requested, leaving me without access to management or resolution. 
* * * Misrepresentation * * through a voicemail from a non-existent contact ( XXXX ) and redirection to a non-direct line. 
* * * Unfair and deceptive practices * * by delaying assistance, preventing me from resolving my hardship in a timely manner. 

# # # Harm Your lack of transparency and refusal to escalate have * * delayed my ability to address urgent financial hardship * * and created unnecessary stress and confusion. The fake name on my voicemail SETF call, sends a message they might use fake names to avoid being identified in real life. 

# # # Requested Remedy I request immediate corrective action, including : * Written confirmation of your hardship and extension policies. 
* Proper managerial escalation and assignment of a direct case manager. 
* Clarification regarding the misleading XXXX voicemail and non-direct callback process. 
* Assurance that future hardship requests will be handled in compliance with consumer protection standards.

* Please communicate in writing, no phone calls at this time.

Please understand : * * actions have consequences * *. If SETF continues to deny appropriate assistance to a customer in financial hardship, I will escalate this matter to the * * Consumer Financial Protection Bureau ( CFPB ) * * and any other relevant regulatory authorities.

This complaint found in the CFPB database has no other older complaints against SETF in it. It is odd that they behave in this manner for the very first time. 

I expect an immediate response, correction, and resolution.

Company response to consumer: Closed with explanation