Consumer complaint received 2026-05-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Stellantis Financial Services US Corp.
State: AL

Complaint narrative:
XX/XX/XXXX Complainant Information Name : XXXX XXXX Address : XXXX, Alabama Phone : XXXX Email : XXXX Account Number : XXXX Date of Complaint : XX/XX/XXXX Company Being Complained About Company Name : Stellantis Financial Services Type of Company : XXXX XXXX XXXX XXXX ( Original Creditor ) Customer Service Email : XXXX Product/Service : Auto Loan Account # XXXX Summary of Complaint I am filing this complaint against Stellantis Financial Services for a pattern of three related violations occurring between XX/XX/XXXX and the date of this filing : ( 1 ) systematically restricting my ability to make online payments without any prior written disclosure, causing ongoing financial harm through continued interest accrual ; ( 2 ) subjecting me to excessive, harassing phone contact from multiple numbers across multiple weeks despite spoken and written requests to stop ; and ( 3 ) continuing phone and text contact in direct violation of a formal written cease contact notice. All three issues are thoroughly documented in writing, with screenshots, voicemail records, call logs, and email correspondence attached. Issue 1 : Undisclosed Online Payment Restriction Beginning XX/XX/XXXX, I attempted on multiple occasions to submit a payment of {$950.00} through the Stellantis Financial Services mySFS online portal and web payment platform. On each occasion, the system rejected my payment and displayed the following error : 'The minimum payment that can be made on this account is {$1900.00}. ' I documented eight separate payment rejections between XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I called Stellantis at XXXX and spoke with rep XXXX XXXX for 34 minutes. She confirmed the restriction but was unable to provide any written disclosure or policy documentation authorizing it. I was transferred to manager XXXX XXXX ( ext XXXX ), who also refused to provide her Employee ID or full last name. During this call I verbally requested that no further calls be placed to me until the end of the month. That request was not honored. I formally requested written documentation of the payment restriction by email on XX/XX/XXXX. On XX/XX/XXXX, Stellantis responded in writing and confirmed that 'this is a system-driven restriction rather than a separate written policy, which is why there is no standalone disclosure or document that can be emailed. ' This admission that a material restriction on consumer payment options exists with no written disclosure is attached as a supporting exhibit. On XX/XX/XXXX, I sent a formal follow-up demanding written notice of when the system would be corrected and requesting reversal of all daily interest and fees accrued during the period I was blocked from making payments. As of the date of this filing, Stellantis has not provided either a correction timeline or confirmation that fees will be reversed. On XX/XX/XXXX, I successfully submitted a {$950.00} payment ( Confirmation # XXXX ) through the same web portal that had been blocking me demonstrating that the system was capable of accepting the payment at all times, and that the restriction was a deliberate system configuration applied without consumer disclosure. Issue 2 : Excessive and Harassing Phone Contact Beginning XX/XX/XXXX, Stellantis Financial Services initiated a pattern of repeated phone contact from multiple numbers including ( XXXX ) XXXX, ( XXXX ) XXXX, and ( XXXX ) XXXX. Voicemails left by representatives identified themselves as XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and others calling on behalf of Stellantis Financial Services. This contact continued despite the following steps I had already taken to address my account : spoken directly with Stellantis representatives on multiple occasions; made a verbal request on XX/XX/XXXX that calls cease until end of month; made a promise to pay; submitted a payment of {$950.00} ; and filed a written complaint with Stellantis that went unanswered while calls continued to escalate. Stellantis also contacted me via text message from shortcode XXXX, directing me to call XXXX. Text messages were received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX including dates after my written cease contact notice was submitted. Issue 3 : Violation of Written Cease Contact Request On XX/XX/XXXX, I sent a formal written cease contact notice to XXXX revoking consent to be contacted by phone and directing all future communication to occur in writing via email only. Despite receipt of this notice, Stellantis continued to contact me by phone and text on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX including multiple calls per day from ( XXXX ) XXXX. On XX/XX/XXXX, I sent a formal written notice of cease contact violation documenting the first post-notice call received at XXXXXXXX XXXX. Stellantis responded to this violation notice with a generic holding response that did not acknowledge the violation, did not commit to stopping calls, and did not indicate any corrective action. Calls continued the same day. As of the date of this complaint, Stellantis has placed calls to me on at least four consecutive days following my written cease contact notice, including two calls today, XX/XX/XXXX. The full call log, voicemail records, and evidence timeline are attached. Relief Requested Based on the documented pattern of conduct described above, I am requesting the following relief : Immediate Relief 1. Immediate and permanent cessation of all phone and text contact from Stellantis Financial Services and any affiliated third-party collectors, in compliance with my written cease contact notice dated XX/XX/XXXX ; 2. Written confirmation from Stellantis within 5 business days that my phone contact preference has been updated across all systems and affiliated collection accounts ; 3. Correction of the online payment system to accept full monthly payments regardless of delinquency status, or if the restriction is to remain written disclosure of this policy provided to me and all other affected consumers. Financial Relief 4. Reversal and credit to my account of all daily interest, late fees, and any other charges that accrued between XX/XX/XXXX and XX/XX/XXXX the period during which Stellantis ' undisclosed system restriction prevented me from submitting online payments despite my repeated attempts to pay ; 5. Removal of any negative account notations, delinquency flags, or adverse status designations applied to my account during the period I was blocked from making payments through no fault of my own ; 6. Correction of any adverse credit reporting submitted to credit bureaus that reflects delinquency during the period XXXX XXXX XXXX, including submission of corrected tradeline data and goodwill deletion requests to all three major credit bureaus. Regulatory Relief 7. A formal investigation by the CFPB into Stellantis Financial Services ' online payment restriction practices, including whether other consumers have been subjected to the same undisclosed system-driven restriction and whether this constitutes a systemic UDAAP violation ; 8. A formal investigation into Stellantis Financial Services ' consumer contact practices, including the use of multiple phone numbers and shortcode text messaging to contact consumers who have requested cessation of contact ; 9. Any civil money penalties, enforcement actions, or remediation orders the CFPB deems appropriate based on the documented pattern of conduct. Note Regarding Civil Remedies : I am separately consulting with a consumer protection attorney regarding potential civil claims arising from this conduct, including claims under the Consumer Financial Protection Act 's UDAAP provisions and applicable Alabama consumer protection statutes. The documentation compiled in support of this CFPB complaint will also be submitted in support of any civil proceeding. Supporting Documentation The following documents are attached to support this complaint : 10. Evidence Timeline ( XXXX ) 33 chronological entries from XX/XX/XXXX to XX/XX/XXXX with event type, description, violation notation, and evidence file references 11. Call Log documenting inbound/outbound calls with rep names, durations, and summaries 12. Screenshots ( 8 ) mySFS portal and web portal payment rejection screens, XXXX XXXX XXXX 13. Payment confirmation {$950.00} payment, Confirmation # XXXX, XX/XX/XXXX 14. Email thread : Initial payment policy request ( XX/XX/XXXX ) and Stellantis response admitting no written policy exists ( XX/XX/XXXX ) 15. Email : Formal demand for interest reversal and system correction ( XX/XX/XXXX ) 16. Email : Formal Cease Contact Demand & Notice of Complaint Escalation ( XX/XX/XXXX ) 17. Email : Notice of Cease Contact Violation documenting call received XX/XX/XXXX at XXXXXXXX XXXX 18. Voicemail log calls from ( XXXX ) XXXX dating back to XX/XX/XXXX through XX/XX/XXXX 19. Call log screenshots ( XXXX ) XXXX and ( XXXX ) XXXX voicemails referencing XXXX XXXX 20. Text message screenshots shortcode XXXX, dated XX/XX/XXXX through XX/XX/XXXX Respectfully submitted, XXXX XXXX System will not allow me to upload screenshots. Available upon request from CFPB

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation