Consumer complaint received 2024-05-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Global Lending Services LLC
State: CA

Complaint narrative:
On XXXX XXXX I made a payment on my auto loan account for {$1300.00} dollars and according to my records that payment should of been my last final payment. I then called global lending and spoke with XXXX different agents to verify my account way in fact paid in full.. they did verify that it was paid but that it would take 10 days for the payment to process and show on my account paid in full. So I waited until XX/XX/XXXX I logged on to the online portal and it showed what appeared to me a negative balance in the amount of ( = {$5800.00} ) so because it said negative I figured something was wrong with the payment I made XX/XX/XXXX so I made another payment for {$1500.00} and a few days later logged on again and it still had a negative balance so again I was trying to get this paid off asap I made XXXX more payments XXXX in amount of {$2000.00} and XXXX for {$5000.00} to bring that negative to a positive and to cover any fees for it being late and in negative. After I made these payments I called and spoke with an agent 2 days after I made the {$5000.00} dollar payment to ask questions about my account. They verified it was showing paid in full since XX/XX/XXXX I explained to them I was on their online portal payment center and it wasn't showing paid off and I explained to them it actually showed I owed a negative balance of ( - {$5800.00} ) dollars when it never showed that before I made the payment on XX/XX/XXXX they told me that they couldn't see that on their end and that my account was paid so I asked them to send me a payoff letter and they did. Then I asked about the XXXX overpayments I made after the final payment on XX/XX/XXXX. The agent said let him contact the payment processing department and see what's going on. After being on hold for XXXX min he gets back on the phone and tells me he's transferring me. Then a lady gets on phone and I explained to her I made XXXX over payments after my account was paid in full thinking that my final payment didn't go through because when I go on their online portal it shows me that I'm in negative and it doesn't show me that it's payed off the lady said that it's just their system updating and that I can call my bank. I explained to them I already did but they said I had to wait for the payment to processed before disputing payments. And that my auto financial company will issue me a refund after payments been posted. And the agent from global lending said very rudly that she dont know why I made those payments that they can't issue a refund until 45 days and that my payments won't get to me until after the 45 days I asked the lady about my title when I should receive that she said 45 days after my account being closed. A few days later I received my title in mail and a check for {$9.00} which was the difference from the payment I made XX/XX/XXXX that paid off my account. So I called globel lending again and told them I received my title and a overheat for {$9.00} but what about the overpayments they said they couldn't see any overpayment if I had confirmation number so I gave it to them and they checked with payment department and they said that I had to wait 10 days until payment was fully processed and that after its processed on their end they would have 45 days to send out my over payment. Everything everyone from global lending is telling me is different. So I called back XX/XX/XXXX spoke with an agent and before speaking with him the last time I called I did tell them that it's still not showing online my account is paid off when I go on their portal it's still showing negative and it shows the last payments I made which were the over payments. So this agent tells me he can see the over payments that I made and he'll put in a request for refund. He then transfer my call to payment processing or some other department that is when I spoke again with this rude lady that explained to me that my account is closed and paid in full I told her about their online portal how it's showing negative when I log on as a guest. She said that it's hasn't been fully updated but that pretty soon I won't beable to even log on because account is closed and I won't beable to do anything on there once it updates. I said really I just want my refund it was a clear mistake made on my part for misunderstanding their portal not being updated and it showing negative she said I had to wait 10 days I explained to her it's been since the XXXX and that we'll over 10 days and online it shows the last payment on my account was now XX/XX/XXXX and for the amount of XXXX that was updated but wasn't showing at all in the history the over payments could it be cause they refunded them she said no she dont know why it's showing that.so at this point I'm really concerned and scared that it's not showing anything about my overpayments to account on-line where and why was it showing the day before and not that day but I had already screen shot all the payments and overpayments because of how they were acting with me and my concerns then I asked when im getting my money back. And how I was concerned because it wasn't showing online anymore like it did before. She told me very rudly she dont know why I made those payments basically it's my fault. Their system wasn't updated correctly. But there's a request for refund but that I have to wait to see if its approved so XXXX XX/XX/XXXX I call and get totally different information them telling me that I should receive my first overpayment today which was XXXX XXXXXX/XX/XXXX and then XX/XX/XXXX the other XXXX payments will arrive I said ok well I didn't receive the check yesterday. So today XX/XX/XXXX I call again and this time being told yesterday 's agent lied to me that she dont know where he got that information from. That she'll call me back by next week I don't understand how they can all tell me something different where do they get their information from. 
I just want my money back. And I'm so worried that their not gon na pay me my money back. The agent today said they can't issue refunds over {$1000.00} and I asked previous agents if the amount of refund was able to be refunded and he said yes the amount wasn't a problem but I had to wait the 10 days days for it to process which it's been over 10 days but now today I'm being told they can't refund that amount and that she dont know when I'll get my over payments back.

Company response to consumer: Closed with explanation