Consumer complaint received 2026-06-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: CIG FINANCIAL LLC
State: FL

Complaint narrative:
Subject : CFPB Complaint Against AutoNation Finance, Representative XXXX XXXX, and XXXX XXXX To Whom It May Concern : I am filing this complaint against AutoNation Finance, its representative XXXX XXXX, and its repossession vendor, XXXX XXXX, regarding what I believe to be unfair, unreasonable, and potentially deceptive practices related to the repossession and redemption of my vehicle. After being advised of the amount necessary to redeem my vehicle, I immediately made the payment required by AutoNation Finance. The funds used for the payment were legitimate, deposited into my bank account, available for use, and successfully processed. I provided AutoNation Finance with the documentation requested, including bank statements showing the deposit of funds, proof of payment, and evidence that the funds had cleared through my financial institution. Despite providing the requested information, AutoNation Finance and XXXX XXXX continued to demand additional documentation. After I supplied the exact bank statement requested, I was informed that it was not sufficient and was then asked to provide a running bank statement. After complying with that request, additional questions and documentation requests continued to be made. At no point was I provided with a clear explanation as to why the original documents were insufficient. Each time I complied with a request, new requirements were added. It appeared that the goalposts were continually being moved, creating delays in the release of my vehicle despite my full cooperation and proof that the payment had been made and cleared. I believe these repeated requests were excessive, unreasonable, and inconsistent. As a consumer, I felt as though I was being subjected to scrutiny beyond what would normally be required to verify a legitimate payment. The delays prevented me from promptly recovering my vehicle and caused significant financial hardship, inconvenience, and emotional distress. I am also concerned about the conduct of XXXX XXXX, the repossession company hired by AutoNation Finance. At the time of the repossession, representatives of XXXX XXXX interacted with my daughter regarding the vehicle keys. According to my daughter, she was told that she needed to surrender the keys and that failure to do so could result in additional charges, fees, or other financial consequences. As a result of those statements, she felt pressured and intimidated into complying. She believed she had no choice and that refusing to provide the keys would result in additional penalties. The interaction caused unnecessary stress and emotional distress. I believe consumers and their family members should not be subjected to intimidation or pressure tactics during the repossession process. Additionally, after the vehicle was repossessed, I attempted to locate it through law enforcement channels. I discovered that the repossession had not yet been reported to the police database. Based upon the information available to me, there was approximately a two-to-three-hour delay between the repossession and the reporting of the vehicles location. Because the repossession had not yet been reported, I was unable to determine where my vehicle had been taken through normal channels. Instead, I was forced to use my vehicles tracking technology to locate it myself. I ultimately identified the location and researched the towing company independently. This delay prevented me from promptly locating my vehicle and raised concerns that unnecessary storage fees and additional charges could accrue while I was attempting to determine where the vehicle had been taken. Consumers should not be forced to independently track their own vehicles because repossession information has not been timely reported. When viewed together, the actions of AutoNation Finance, XXXX XXXX, and XXXX XXXX created what appears to be a pattern of unnecessary delays and obstacles : My vehicle was repossessed. Payment was made to redeem the vehicle. Proof of payment and bank documentation were provided. Additional documentation requests continued after compliance. The repossession was not immediately reported, making it difficult to locate the vehicle. My daughter was pressured into surrendering the keys under threat of additional fees and charges. Delays continued despite proof that the payment was legitimate and cleared. As a result, I experienced financial damages, loss of use of my vehicle, emotional distress, inconvenience, and additional expenses. I respectfully request that the Consumer Financial Protection Bureau investigate AutoNation Finance, XXXX XXXX, and XXXX XXXX to determine whether their actions complied with applicable consumer protection laws and industry standards. I also request a review of their payment verification procedures, repossession practices, consumer communications, and any actions that may have unnecessarily delayed the release of my vehicle or increased my costs. I am prepared to provide supporting documentation, including bank statements, payment confirmations, correspondence, screenshots from vehicle tracking systems, and other records relevant to this complaint. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation