Consumer complaint received 2025-09-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Partnerships & Investments, LLC
State: PR

Complaint narrative:
I am filing this complaint regarding my auto loan with XXXX XXXX XXXX. The account shows a closing balance of {$4000.00} with a deadline of XX/XX/XXXX. I have made multiple good-faith attempts to resolve this before the deadline, including offering a substantial down payment and a short repayment schedule, but I have repeatedly been denied fair treatment and supervisor access. 
Background and communication failures : I believed my loan was paid off in XX/XX/XXXX after submitting a payment. Had the company updated its systems and clearly informed me during my calls, I would have addressed any remaining balance immediately. 
In XX/XX/XXXX ( prior to the repossession ), a representative named XXXX contacted me via text/phone about a balance, confirmed my XXXX address and phone number on the call, then dismissed my case saying it was not in his working area. I stated I was experiencing hardship ( between jobs ) and could pay the balance of the account in XX/XX/XXXX. At that time he did not escalate or provide clear disclosures about timelines, consequences, or options ( e.g., risk of repossession ). 
My vehicle was repossessed XX/XX/XXXX while I was abroad on a student volunteer trip in XXXX XXXX leaving me XXXX sighted. Upon arrival I contacted the bank the following business day XX/XX/XXXX where the customer service XXXX advised that to see any details on the account and provide the information I was requesting she would have to open a ticket and get back to me within XXXX days. This never happened. Again I called the following business day. 
Recent attempts to resolve ( XX/XX/XXXX ) On XX/XX/XXXX, I asked XXXX XXXX XXXX to escalate my case to a supervisor. She refused and instead directed me to a generic customer-service dropbox sounding hassled by my request. I submitted my petition and outlined the importance of urgency in my case, yet I was never contacted or given a path forward despite the immediate financial and personal impact of the repossession. 
On XX/XX/XXXX, Representative XXXX again denied escalation, stating that supervisors were only available XXXX, which directly contradicted earlier information I had been given that business hours were XXXX. She further reported that a supervisor with the last name XXXX had already denied my reinstatement proposal of 20 % of the balance ( {$4000.00} ) plus fees now, with the remainder split over 46 months without ever speaking to me directly. I was more than willing to negotiate. This shows not only inconsistency but also a refusal to provide access to decision-makers, effectively blocking any fair resolution. 
Why is this unfair/harmful? 
The companys failure to update systems and provide clear, timely disclosures led me to believe the loan was closed in XX/XX/XXXX. 
The refusal to escalate and inconsistent, conflicting information ( hours, process ) constitute unfair practices that block a reasonable opportunity to resolve the debt and retrieve my vehicle. 
The handling has caused material harm to my credit health, transportation/earning ability, and emotional and overall well-being.

Company response to consumer: Untimely response