Consumer complaint received 2023-02-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: SUNCOAST CREDIT UNION
State: FL

Complaint narrative:
On the XXXX of XX/XX/XXXX, our automobile was repossessed involuntarily by Suncoast credit union from our residence. We had previously had an issue with depositing our direct transactions to the account and were even receiving confirmations that the payments were going through. Our bank statements also have show the payments being deducted largely with no return payments seen. The month of XXXX, XXXX we were told this problem was rectified and given direct information to use to pay our accounts. To all intents and purposes we were paying our bill and we were watching said payment same be deducted from our checking account, our credit also showed the payments were current despite the mess up the direct payment system had in XXXX of XXXX that the lender rectified for us. 

When we contacted the lender today and paid our bill in full today after discovering this issue via repossession noting we seem to have had perfect payment history via our credit report, we were then notified of what was happening ( repossession ) by the lender by a service rep. We were then told we had been contacted multiple times ( at an old number that was not provided to you for this loan by us nor our dealer that sold us the vehicle. ) We were then told oh, we just pulled it from an old account that was more than a year old and closed. That is our mistake or something of that nature. This is highly unprofessional. 

When we asked why no one was emailing our email on the account, they stated they had emailed us at the email. Let it be known I reviewed the email on file and no such intent to repossesses was emailed. Only en email stating our XXXX payment was due this month on its date, which would appear to be normal, ( which hasnt occurred yet ) a payment reminder only. They also advised this issue, now paid would not apply to our monthly payment history and asked for an additional payment. There is nothing in regards to unpaid monthly payments seen in this email at this time referenced regarding this matter. 

We then asked the representative from this lender why no mailing regular or certified mailing was sent, and they stated they did. We have not signed for anything certified and our mail comes in also to our email via a scan from the USPS to tell us whats coming for the day. We also have no record of any physical mail at our address certified or regular from suncoast credit union. There are no scans of any mailings coming from suncoast for at least two months at our home address confirmed and that our truck was repossessed from, so I know this is correct and on file because the truck driver had it. 

The repossession truck driver advised the bank stated of some sorts it was involuntarily repossession order out of refusal non payment. Which is simply not the case. We have asked the credit union to reach out to us and to please rectify the mistake on their behalf and correct this mistake regarding the credit beareau. We are quite embarrassed and as customers feel this experience was and is unethical and very predatory. Our payment history is always up to date and on time. On behalf of the lenders negligence in communication and multiple stated banking system issues that have had to have been rectified as well in the past, I and the co-signer will be forced to deal with this lenders mistake on credit for a long period of time if not rectified by the lender immediately. All calls are advised as recorded and I do wish to retain these if the lender refuses to rectify this very unfortunate mistake they have made in error. We are hoping someone will step in and do the right thing, but we were advised to make a complaint so that we do have a paper trail at this time. 

We are still trying to figure out where and when our payments were and were not applied despite confirmation emails of payments made and having proof of same. We paid up front almost XXXX dollars and hope this company can do the right thing as quickly as possible. We dont want to call in and scream and yell, that does no one any good and we want to continue being the good customers we are. Mistakes happen, but I also feel that the lender should be responsible for this mistake and fix the mistake in good faith. We do not feel currently the lender has acted in good faith with us and hope to speak with a supervisor soon. 

Thank you for your help when possible

Company response to consumer: Closed with explanation