Consumer complaint received 2018-05-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Lender trying to repossess or disable the vehicle
Company: Bepensa Capital, Inc.
State: TX

Complaint narrative:
I have an auto loan with AFS Acceptance and I am seriously concerned about the collections practices of the company and the treatment of their consumers. I will admit that I have experienced financial hardship for the last year and a half due to XXXX XXXX XXXX that has resulted in a loss and change of employment. I have recovered the vehicle after repossession twice ( XX/XX/XXXX and ( XX/XX/XXXX ), and have advised the company that I am working as diligently as possible to get back on track, although recovering a repossessed vehicle is very expensive and has placed me in more of a financial bind. As of today, I am now 31 dpd for XXXX and 1 dpd for XXXX, with a bal of XXXX. Due to my employers guidelines, I am not able to use my cell phone at work. I have verbally requested on multiple occasions that I would like for my cell number to be removed and that I can correspond via email, regular mail, or on my home phone. It should be documented that I have returned several emails, phone calls, and have advised when I could pay, following the company 's instruction to keep an open line of communication. After verbally requesting that my cell phone number be removed, this company continues contacting me multiple times per day, even after contact has been made with one of their representatives with my intent to pay. Multiple representatives advised me that they would remove my number, and I was even told on one phone call that they had to speak with upper management before my cell number could be removed. I was then advised that I would need to submit a written request for my cell number to be removed from my account. I sent a written request via email on XX/XX/XXXX and was told that my cell number was removed. From that day I have corresponded with the company via email and have returned calls when necessary. Today, XX/XX/XXXX at XXXX XXXX CST, I received a call on my cell from a representative named XXXX XXXX. I answered and simply asked why he was calling a cell number that I have not only verbally requested be removed but I have sent in a written request as advised. Instead of accepting ownership for the mistake, apologizing and disconnecting the call, XXXX began to antagonize me and stated that the account is my account and " whatever happens, happens ''. I calmly advised him that I understand that I am delinquent on my loan payments, but that there are guidelines that must be followed and I must still be treated with respect. I advised that I would be able to call him back to discuss the arrangements that were available. Upon calling back, I was transferred to a representative named XXXX XXXX that I have worked with in the past to recover my vehicle. May I add that when my vehicle was repossessed in the past I was well over 90 dpd with no payments made, and this is not the case. Today, XXXX said that there were no options available although I have advised that I would make another payment this month on XX/XX/XXXX. She states that there are no options available and that they will refer my account for repossession. I am now at a loss, I understand that there are collections practices that must be followed but I am truly trying to work with this company and am not receiving the assistance I need. I will admit that I have expressed my agitation with the harassing phone calls multiple times per day and that I have advised them that I know that there are guidelines that they must follow, I feel that this is why I am not able to get assistance and am now being forwarded for repossession once again.

Company response to consumer: Closed with explanation