Consumer complaint received 2025-10-21 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Vehicle was repossessed or sold the vehicle — 
Company: CCF Intermediate Holdings LLC
State: TX

Complaint narrative:
This Morning, TitleMax Said They Sold My Vehicle Early Morning of XX/XX/XXXX Despite Active Payment Agreement and Potentially Blocked Me from Paying This is a new complaint, not a duplicate. This is a separate issue from any previous submission, stemming from a new violation : TitleMax accepted a settlement agreement for my repossessed vehicle, then told me that they sold the car while I was actively attempting to pay as agreed. They then called me back, said they actually can stop that auction transaction and allow me to pay the $ XXXX as agreed -- They then cited technical and legal holds that prevented the transaction from occurring today. 

XXXX : XXXX XXXX XXXXXX/XX/XXXX, TitleMax representative XXXX XXXX from XXXX ) confirmed on a recorded line that I could redeem my repossessed car for {$5000.00} and this would allow me to redeem my vehicle and be cleared from having to pay anything else, the debt would be settled. She said the vehicle would be held through XXXX XX/XX/XXXX. 

XXXX confirmed I agreed to that amount ( $ XXXX ) and told her I was actively preparing payment for Monday. She acknowledged this was acceptable. 

-On Monday morning ( XX/XX/XXXX ), when I called to complete the payment, I was told the car had already been sold earlier that morning, and that the auction transaction was irreversible. I was devestated that they breached the agreement and immediately notified TitleMax via email. 

XXXX few hours later, around XXXX XXXX  XXXX called back and said the sale had actually been reversed, and I was once again allowed to pay that same day. I was shocked because the person this morning said they sold and it was irreversible. I was in the middle of picking up my daughter at school and assured her I'll call back when I get home ( same day ) to complete the process. I notified her that I'm definitively paying today, she said this was fine. 

-However, when I tried calling shortly after, the XXXX redemptions number, it was suddenly out of service. I tried from three separate phones and captured video of the disconnected redemptions department number I had just used and just spoke with XXXX at. 

XXXX called the main TitleMax line ( XXXX ), and after repeating my entire situation, a rep confirmed she saw a large number of notes on my account. 

-She attempted to transfer me to redemptions, but left me on hold for nearly XXXX minutes before disconnecting. 

XXXX called again, was escalated through multiple departments, and eventually spoke with a supervisor ( XXXX from redemptions ), who informed me my account was under a legal status and no payment could be accepted until that status was removed. 

XXXX confirmed that if the issue wasn't resolved that day, the {$5000.00} settlement would still be honored XXXX  ( XX/XX/XXXX ) and the vehicle would be held from auction. 

XXXX never received a follow-up and was essentially blocked from paying due to XXXX internal mismanagement and technical failures. 

If the vehicle has not yet been sold or released, I am still ready to complete the {$5000.00} settlement as agreed and recover the car. 

If the vehicle was sold, I am requesting the following : Cancellation of the remaining balance, Full compensation equal to the retail value of the vehicle ( not auction value ), Removal of any negative credit reporting, and credit reported as " paid in full '' or " paid as agreed '', A written explanation from TitleMax outlining why I was blocked from payment on the day it was promised.

Company response to consumer: Closed with explanation