Consumer complaint received 2023-06-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: Byrider Franchising, LLC
State: NC

Complaint narrative:
To whom this may concern I am contacting you in regard to my recent experience with CNAC. 
On XXXX XXXX I purchased a car with CNAC from XXXX XXXX, located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. {$500.00} was put down and a payment of {$120.00} was made in XXXX, even though payment was not due until XXXX XX/XX/2023. After speaking with a representative with CNAC in XX/XX/2023, I requested a due date change. The payment schedule set up at the dealership in the initial contract does not coincide with my pay cycle. I am paid semi-monthly ( XXXX and XXXX ) instead of biweekly. The representative told me I had to make several payments before we could make a due date change. ( Unbeknownst to me that was incorrect advice ), and to keep making payments on time in case I needed to do a fresh start. Which is XXXX on time payments before payments could be put towards the end of the loan. Each time I have spoken to a representative from this company their rules and policy are different and confusing and keep changing. So, in XX/XX/2023 CNAC received XXXX payments when it should have only been XXXX. I could not do the due date change until I made the end of XXXX payment that should have been for XX/XX/XXXX. Once the due date was changed, I continued to make my payments on time and early. For XX/XX/XXXX payment I made it early, on XX/XX/XXXX and contacted CNAC earlier enough to see if I could plan to have payment ( XXXX ) put towards the end of the loan since I am currently in the process of moving. When I spoke with the representative, I was advised that I needed to be 14 days past due before I could receive assistance. So now that I am past due the criteria have changed yet again to receive assistance with this auto loan! Now I am being told that I can not receive assistance and have been met with rude and hostile customer service because they did not receive a payment in XXXX ( paid early at end of XXXX ) and have been threatened with derogatory marks on my credit report due to inconsistent policy that keeps changing and that they refused to provide to me in writing. Seems as though I am being penalized for paying early and on time, that I am unable to receive assistance with a skip payment. I have explained to several representatives that I have paid my bills early and that XX/XX/XXXX payment was paid on XXXX XXXX. Below is a breakdown of my payment history. 
XXXX XXXX {$120.00}, XXXX XXXX {$240.00}, XXXX XXXX {$140.00}, XXXX XXXX {$240.00}, XXXX XXXX {$240.00} ( should have been for XX/XX/XXXX ), XXXX XXXX {$220.00}, XXXX XXXX {$220.00} ( should have been for XX/XX/XXXX ) Currently XX/XX/XXXX and XX/XX/XXXX have not been paid due to the move and finances, which is the reason why I requested for a skip to get caught up and to avoid negative reporting to the credit bureaus. I also was notified by my insurance company that this car was in some type of accident, despite the fact it was not reported to XXXX and the paperwork in the contract from the dealer gives this false information in the damage disclosure statement. This was not disclosed to me prior to signing the contract!

Company response to consumer: Closed with explanation