Consumer complaint received 2025-01-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Innovate Managed Holdings, LLC
State: AZ

Complaint narrative:
Heres a rewritten version of your text : -- - On XX/XX/XXXX, I contacted Innovate Auto Loan to discuss the balance on my loan and obtain the loan documents for my XXXX XXXX XXXX. Unfortunately, my online account portal does not display balance information or provide a complete payment history. After calculating my payments to date, I discovered that the outstanding balance appeared to be thousands of dollars higher than expected. This prompted my request for the original contract documents. I was assured I would receive these documents within a few days, but I never did. 

I followed up on XX/XX/XXXX, and spoke with a representative who promised to send the documents. When I didnt receive them, I followed up again on XX/XX/XXXX, and spoke to a representative named XXXX XXXX She also assured me the documents would be sent and advised me to call back if they didnt arrive. Around XXXX, I attempted another follow-up, but their office was closed. 

On XX/XX/XXXX, I spoke with XXXX XXXX, the XXXX XXXX Supervisor. I informed him that I would not pay my bill until I received the requested documents. XXXX claimed the documents had already been emailed to me multiple times, but I never received them. I then requested that the documents be sent via certified mail to my address. XXXX agreed and promised to call me back with the tracking number the same day. During two phone calls with XXXX, totaling XXXX minutes, he never mentioned that my account was at risk of repossession. 

The following afternoon, I received a voicemail from XXXX XXXX requesting a callback. I planned to return his call after receiving the documents in the mail. However, on the morning of XX/XX/XXXX, my XXXX XXXX was repossessed from my home without proper warning. Additionally, I received a Notice of Default & Requirement of Strict Compliance dated XX/XX/XXXX, which stated : The total past due amount of {$990.00} must be paid to us by XX/XX/XXXX. 

I called XXXX on XX/XX/XXXX, and asked how we had spoken just two days prior without any mention of repossession. After paying {$1300.00} to retrieve my vehicle from the repossession lot, I emailed XXXX again to request the contract documents I had repeatedly asked for. XXXX replied : * '' Also, I was notified that we would need some information from you in order for me to send over the contract documents via email. We will need the following information : - Proof of employment - Proof of residence - Proof of insurance ( Binder or Declaration page ) - Three references Once those documents are received, then I will be able to forward you all documents pertaining to your account. You can email those documents as soon as you can to me, and I will have those documents to you ASAP. " * It is also important to mention this loan has never shown up on any credit report. 

After researching Innovate Auto Loan, I discovered they have an F rating with the XXXX XXXX XXXX XXXX XXXX XXXXXXXX  accredited, and have lawsuits and bankruptcy filings associated with them. I have also filed a complaint with my Attorney General. I believe I am a victim of consumer fraud and am requesting assistance from the CFPB. 

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Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation