Consumer complaint received 2025-05-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Heritage Financial Group, Inc.
State: IN

Complaint narrative:
A few months ago Heritage acceptance shut down our vehicle when our water lines were frozen and we had to buy water to flush toilets to drink and the bathe. Even after we paid in full because their closed over the weekend, when they shut it down on the weekend manually knowing that we could not get back to them until XXXX  in the XXXX We still had to wait until then for them to reactivate our vehicle even though our account was paid in full. We missed work because of this, church service, and meeting new family members that we had never met before, on that weekend as a result of their foolishness. 

Fast forward to this XXXX  they shut down the vehicle we made XXXX full payment, still owed about XXXX payments. And as we explained to them it was mainly because we were losing track of when the payments were due, because even though originally the dates were set to my wife 's paydays, somehow they changed without us knowing. And although they suggested we change the due dates, our common sense thought was, well if we do that it may just change again and you'll be in the same situation so we left it where it was. And mostly it was getting paid around my paydays. Then they told us we have to pay {$300.00} on XXXX and then we can pay the rest of next week and I said fine. And normally they will reactivate us upon that agreement, this time they did not. Even after telling them that I need to take my children to school and go to work so I can pay them they still refused. 

First off we only got this vehicle because we had a couple accidents and we were down to XXXX vehicle, our credit was good when we went to get this vehicle we just didn't have a lot of cash to put down on the vehicle and heard that they had a shutdown process for the vehicles. Which we dealt with a company like that before and really did not want to do it again, but needed to get something quickly to be able to get back and forth to work, school, church service, grocery stores etc etc etc. It was our first American vehicle in a decade, and we've had nothing but problems with it and fixing it ever since we had it from day XXXX. This company service is horrible they do not have good customer service and it's no wonder they don't have a XXXX  account because they would definitely have an F, although even on other sites when you look up their complaints on XXXX you can clearly see they have a XXXX rating and below and many complaints about the same kind of foolishness that we dealt with with this company and worse with a so called Supervisor named, XXXX who is horrible. I don't even know how she's in any type of customer service industry, her name is named on multiple complaints on internet on XXXX and she is one of the worst managers and/or supervisors we have dealt with in a long time. Then on top of that, when we ask to speak to her supervisor, and I clearly asked was she XXXX 's supervisor she said yes, yet at the end of the call she told us she couldn't work with us because XXXX was actually her boss. This company is full of liars, unethical practices, and falsehood. They are charlatans at best, they need to be investigated by the Attorney General 's Office, and I'm sure they will find more proof of these things and they need to be shut down for it.

Company response to consumer: Closed with explanation