Consumer complaint received 2026-03-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: Duvera Billing Services, LLC
State: PA

Complaint narrative:
Company : EasyPay Finance Product : Point-of-sale auto repair financing Loan Amount : {$3600.00} Loan Date : XX/XX/XXXX XXXX : 118 % Loan Term : XXXX weeks with bi-weekly payments of {$180.00} Promotional Term : XXXX payoff option with {$40.00} finance charge Complaint I am filing this complaint regarding EasyPay Finances handling of a disputed loan that financed defective auto repair services performed at a Meineke location. On XX/XX/XXXX, I entered into a financing agreement through EasyPay Finance for {$3600.00} to pay for vehicle repairs recommended by a now terminated XXXX shop manager. The agreement required bi-weekly payments of {$180.00} for XXXX weeks at 118 % APR, with a 90-day promotional payoff option. The loan was entered into based on representations that the recommended repairs would resolve the mechanical problems and return the vehicle to working condition. This did not occur. The repairs performed under the financed work did not correct the vehicles issues, and the car continued experiencing the same mechanical problems almost immediately after pickup. Timeline of Events XXXX XXXX XXXX XXXXXXXX had possession of the vehicle performing the financed repairs under the supervision of now terminated employee. XX/XX/XXXX I contacted XXXX to report that the vehicle was still experiencing the same problems. XX/XX/XXXX The vehicle was returned to the shop for evaluation. The now terminated shop manager oversaw the inspection and stated they could not find any additional issues. The vehicle continued experiencing the same mechanical problems after this visit. XX/XX/XXXX I contacted EasyPay Finances dispute department via email to notify them that the financed repairs had failed and that the vehicle remained unreliable. XX/XX/XXXX XXXX new management, the XXXX location towed the vehicle back to the shop at their own expense for further inspection. The new manager indicated that the prior manager had been terminated and that repairs performed during his employment had often failed to meet company standards. XX/XX/XXXX A formal written dispute was submitted to EasyPay Finance explaining that the financed repairs had failed and requesting that the loan be re-aged once the vehicle was properly repaired. XX/XX/XXXX XXXX completed corrective repairs at their own expense after determining that a component originally identified by the technician should have been replaced during the initial repair. The technician disclosed that he had originally recommended replacing the component during the first repair, but now terminated previous manager had instructed him not to replace it and not to inform the customer that replacement was necessary. The technician also indicated that his original shop notes reflecting this recommendation had been redacted. Once the component was replaced, the vehicle finally returned to proper working condition. A follow-up dispute email was sent to EasyPay Finance the same day updating them on these developments. XX/XX/XXXX and XX/XX/XXXX EasyPay Finance sent written late and past-due notices despite the active dispute and the ongoing repair process. XX/XX/XXXX A third written notice was sent to EasyPay dispute department requesting supervisory review and a formal response to the dispute. XX/XX/XXXX After repeated collection calls, I spoke with an EasyPay Finance representative and explained that the account was under formal dispute and that defective repairs had been confirmed. During this call we were informed that EasyPay considers the merchants recommendation when handling disputes. After this conversation, we contacted the XXXX manager, who stated he had spoken with EasyPay previously but did not understand that his comments would influence dispute resolution. After reviewing the situation, he contacted EasyPay Finance directly and advised that the loan should be re-aged to the date the corrective repairs were completed due to the defective original work. According to the Merchant, EasyPay Finance declined to re-age the account and instead suggested applying for a new loan, with no guarantee of approval or comparable terms. Later that day I received an email from an EasyPay Merchant Services Team Lead confirming that our correspondence had been forwarded to their compliance department for review. XX/XX/XXXX As of today, more than one month after the original dispute was submitted, EasyPay Finance has not provided any written response or explanation from their dispute or compliance department. Collection calls continue every few days despite the account being under formal written dispute. Issue This loan financed repairs that were materially defective and incomplete, leaving the vehicle unreliable until the shop corrected the work at its own expense. The merchant has acknowledged the defective service and supports re-aging the loan to the date the vehicle was properly repaired. Despite this, EasyPay Finance has : Failed to respond to multiple written dispute notices Continued collection activity during an active dispute Refused to re-age the loan despite merchant acknowledgment of defective service Suggested applying for a new loan instead of correcting the disputed account ________________________________________

Company response to consumer: Closed with explanation