Consumer complaint received 2021-06-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: CHALLENGE FINANCIAL SERVICES
State: CA

Complaint narrative:
My car was totaled XX/XX/XXXX and the finance company picked up the car on XX/XX/XXXX after the insurance company rescheduling multiple times. Now the car is no longer in my possession and Im dealing with constant harassment via text and phone. But the finance company refuses to give me any information regarding my claim and as of XX/XX/XXXX I was informed that my insurance claim can take an additional 6-8 wks but payout has already been approved. During this 6-8weeks my loan will continue to accumulate interest, also the finance company refuses to send any information from the insurance as well regarding the payout or my gap insurance. I also was informed that Im not entitled to know this information because its 3rd party but I pay for both car insurance and gap insurance why am I not entitled to the information regarding a loan that I finance and solely responsible for. Also the supervisor informed me that even though she gave me a estimate of an additional 6-8 wks theres a possibility that it might be a year. Ive explained to challenge financial this isnt my first loan nor my first totaled car and I feel like some fraud activity is going on behind the scenes. Ive read multiple reviews and from what Ive read Challenge Financial does this to a lot of customers. Ive had the car for 2yrs not one payment missed the loan started at XXXX apr 13 % and I still owe XXXX. And my previous loan was XXXX apr 24.99 % with XXXX XXXX I had the car for 3 yrs missed over 10 payments throughout the loan and when it was totaled I owed XXXX. So giving an example I dont understand how a loan with lower apr % and less to payoff with no payments missed still have XXXX dollars owed after 2 years? And why am I not entitled to know whats going on with my insurance claim if the car is in my name, my credit, and Im responsible for. Their employees call and harasses you for payments even after they have already been paid and I literally have to tell them check their system and stop sending me repo text ( one guy XXXX actually told me well you need to do my job then and hung up ), I also never went over 30days past due and would receive repo text messages. When you ask to speak with the manager they hang up. When you try to speak with a specific person they hang up even the manager has hung up on me because I was reporting a rude employee that wouldnt transfer me to the insurance claim department, the next day that same guy calls my phone after Ive already requested for him to no longer call me due to his rudeness. When your nice they become rude when your asking too many questions. XXXX actually told me he couldnt help me because I didnt know my account number Because he would lose his job and hung up ( Ive NEVER used my account number when calling ) When I called right back a lady answered and with no problem my account was pulled up with my number like I normally do. Their just overall rude and running a fraudulent company. Not all but majority or rude and shouldnt work customer service

Company response to consumer: Closed with explanation