Consumer complaint received 2025-02-25 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: FL

Complaint narrative:
On XX/XX/XXXX, I contacted Titlemax ( XXXX, XXXX location ) to make a payment on my delinquent title loan and bring it current in order to renew the monthly agreement. I conveyed this information to the Titlemax agent, who advised me that my vehicle was in repossession status. However, she told me to pay {$1100.00} to bring my account current, that my vehicle would not be repossessed, and explained that I could sign the new monthly agreement immediately after my payment was received and processed. The Titlemax agent accepted my payment for that amount, which she debited from my account in two transactions ( {$560.00} and {$560.00} ). However, when it came time to sign my new monthly agreement, the Titlemax agent told me that she was having system issues and advised that it appeared down at the time. Furthermore, I asked if there was a problem with me signing a new agreement, and she told me that there was no problem with me signing it, minimizing the situation to being a system issue. The agent advised me that I could log into my account and sign my agreement at a later time, no later than the following day. However, my efforts were unsuccessful. After days had passed, I spoke with a Titlemax agent from its XXXX, XXXX  location, who advised me that my account was delinquent. I was shocked and surprised by this information, because I was told a week prior that my account was current. Furthermore, the voice of the agent I spoke with at this time sounded similar to the agent who accepted my payment as current on XX/XX/XXXX. However, she denied being that agent. This agent told me that no one told me that I could sign a new agreement because my account was several months past due. She told me that I had to pay the delinquency in addition to the payment that was becoming due on XX/XX/XXXX. I explained that my account wasnt delinquent because I paid {$1100.00} to bring it current. However, this agent told me that my payment was made to keep my vehicle off the repossession list only. She then advised me that I could park my vehicle on Titlemaxs lot if I couldnt make the payment. I asked the agent to review the recorded phone records of the agent I spoke with on XX/XX/XXXX. However, she was reluctant to do so or provide me with the name of the person who accepted my payment. Otherwise, she explained that my vehicle would be repossessed. At this time, I recognized that Titlemaxs agents willfully conveyed deceptive information to me about the status of my account in order to force me into forfeiting my vehicle by repossession. Furthermore, the agent who accepted my payment on XX/XX/XXXX lied willingly and knowingly to me that day. As a result, my account continued on the same agreement ( not renewed ), and the {$1100.00} I paid had no merit to my account because Titlemax wanted me to pay my account in full ( no options ). The agents knew that this was impossible and my vehicle would become repossessed. 

On XX/XX/XXXX, my vehicle was repossessed during the early morning hours from my driveway. When I discovered it missing, I contacted Titlemax and confirmed that it was repossessed. XXXX of the Repo department advised that I had 10 days to pay {$4600.00} by XX/XX/XXXX, which is the date he explained my vehicle would go to auction. However, he reluctantly would not tell me where the vehicle and its contents ( my personal property ) were located. He only advised me that I must call and make an appointment to retrieve my personal items. His statements were ridiculous because that was the reason for my call. On XX/XX/XXXX, I received an inventory list in the mail from Titlemax ( XXXX, XXXX  ). However, the inventory list contained no items and only listed a number for me to contact about retrieving my personal possessions. Upon calling the number listed on the inventory list, I spoke with a Titlemax agent ( XXXX, XXXX  location ) who gave me a different number to call for my personal possessions. I called the provided number and spoke with XXXX of XXXX XXXX. However, XXXX stated that his business did not conduct repossessions for Titlemax. He advised me to contact XXXX XXXX XXXX ( XXXX ), the business he explained does repossessions for Titlemax. I found my vehicle listed for auction on the XXXX website. However, I reached out to XXXX to no avail. 

If the Titlemax agent hadnt lied about the status of my account when she accepted it as current on XX/XX/XXXX, I would have my vehicle to this day. In addition to losing my vehicle, I also suffered a financial loss because the payment I made meant nothing. 

Please, avoid doing business with Titlemax.

Company response to consumer: Closed with explanation