Consumer complaint received 2025-01-27 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Line 5, LLC
State: GA

Complaint narrative:
I am filing this complaint against Line 5 for mishandling my account, providing incomplete call recordings, and threatening to report a disputed balance to credit bureaus. 

On XX/XX/XXXX, my vehicle was involved in a total loss accident. I informed Line 5, the dealership, and my insurance company immediately. On XX/XX/XXXX, I had an XXXX call at XXXX XXXX with a Line 5 representative. During this call, I explicitly asked if I should make my next payment. The representative advised me not to pay, explaining that I wouldnt be able to recover the funds since the dealership would handle the cancellation refund. I emphasized my concerns about potential issues with misinformation, and the representative assured me this would not happen and that the account would be noted accordingly. 

On XX/XX/XXXX, Line 5 received a refund of {$3200.00} from the dealership, which was applied to my account. However, they claimed I owed a balance of {$120.00}, citing the Retail Installment Contract terms. This balance has since increased to {$180.00} due to late fees, insufficient fund fees, and interest. 

Concerns and Dispute XXXX. Missing Call Records : Line 5 provided XXXX call recordings, all from XX/XX/XXXX, and omitted the critical XX/XX/XXXX call where I was advised not to pay. 
On XX/XX/XXXX, I spoke with XXXX XXXX, Line 5s General Counsel, who claimed these were the only recordings available but later contradicted himself by saying he would check with IT. 
I have phone records confirming the XX/XX/XXXX call at XXXX XXXX, lasting XXXX minutes, proving the recording exists but was not provided. 
XXXX. Misrepresentation and Harassment : I relied on the XX/XX/XXXX representatives explicit advice when deciding not to make the payment. 
Line XXXX has refused to acknowledge this and is now threatening to report the balance to credit bureaus, causing undue stress and potential damage to my credit. 
XXXX. Violation of Consumer Protection Laws : Line 5s failure to provide complete records, their conflicting statements, and their threats to report this disputed balance may violate the Fair Debt Collection Practices Act ( FDCPA ) and Fair Credit Reporting Act ( FCRA ).

Desired Resolution 1. A full investigation into the missing XX/XX/XXXX, call and all omitted recordings. 
XXXX. Written confirmation that the disputed balance will not be reported to credit bureaus while the matter remains unresolved. 
XXXX. A re-evaluation of the balance based on the assurances given during the XX/XX/XXXX call. 
XXXX. A detailed explanation of their policies regarding call recording and retention. 

I am seeking the CFPBs assistance in resolving this matter, as Line 5s actions have been unfair, deceptive, and harmful to my credit and peace of mind. 

Attachments : XXXX. Phone records confirming the XX/XX/XXXX call. 
XXXX. Documentation of payments and refunds. 
XXXX. Line 5s correspondence and incomplete call recordings.

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