Consumer complaint received 2025-01-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: World Omni Financial Corp.
State: AZ

Complaint narrative:
When you visit the Southeast Toyota Finance main page you will see the words " We're driven to help you! '' XXXX  # XXXX came into my possession XX/XX/XXXX, and sometime around XX/XX/XXXX and XX/XX/XXXX the car was repossessed. I relocated from the XXXX XXXX to Arizona on XX/XX/XXXX and I exercised my deferred payment option in XXXX sometime, however I was never in danger of repossession. On XX/XX/XXXX I was placed on short term XXXX, and my bi-weekly paycheck from my employer XXXX XXXX  XXXX was reduced. I tried to communicate with Southeast Toyota Finance through secured message, however they responded with the standard You have a XXXX grace period. I returned to work on XX/XX/XXXX, and since then I have been trying to bring my account current. I continued to ask Southeast Toyota Finance for assistance through secured message, and a few calls to prevent a repossession. I provided them with my reason for falling behind. I have offered to provide my medical documentation. I received the same XXXX grace period response from secure messaging, however a few phone calls would say " Youre not up for repossession. '' The last time I heard this statement was XX/XX/XXXX from XXXX XXXX, she instructed me to pay $ XXXX while alluding to deferment options becoming available. A couple of weeks ago I received a text message alert stating this was the final alert, and I needed to call them. '' I admit I did not call, because I did not have anything to give ; And I was ashamed and embarrassed. I began trying to expedite my income tax refund, and I was going to schedule payment for XX/XX/XXXX which is my next pay day. While taking my trash out I noticed my empty parking spot. I contacted Southeast Toyota Finance on XX/XX/XXXX and spoke with XXXX, she said the following " So the car has been picked up, were you able to give them the keys? '' I responded " No, I was taking my trash out and I noticed the car was gone. '' XXXX replied, " Okay how may I help, are you looking for reinstatement options? '' I responded " Yes. '' XXXX said, " Reinstatement is available, has the car been repossessed before? '' I said " No. '' XXXX said " You will call XXXX XXXX at XXXX and let them know you have the keys and are willing to give them the keys ; If they cut another key, you will be charged more. {$1700.00} which includes the past due amount and fees, along with the {$450.00} pickup fee is required by XXXX before XX/XX/XXXX. The car can be sold at any time. '' I asked if there were any payment options? XXXX said " Not at this time, if we would have heard from you before the pick up there may have been options, when did we last hear from you? Oh, I see XX/XX/XXXX. '' I tried to call the XXXX XXXX however they were closed, causing me to leave a long-drawn-out message regarding the keys. I let them know I have both sets of keys. As of this complaint I have not heard back from the XXXX XXXX. XXXX lacked empathy in my opinion. I forgive XXXX, and I hope she and her loved ones never experience a challenging time ; And must speak with someone like her. Let me be clear her tone was pleasant ; in my opinion she was not willing to explore options on an escalated level maybe? In my opinion her empathy was lacking. I understand in Arizona lenders are not required to let you know when your account has moved to repossession status. I have tried to access my account online, and my account information has been deleted. When I log in, I see account setup options resembling New Customer set up. I admit I have fallen behind. I admit I became ill, and being placed on short term XXXX caused a reduction in my pay. XXXX is typically ranked in the XXXX XXXX when it comes to vehicle safety, and customer service ; I must disagree with the customer service aspect.

Company response to consumer: Closed with explanation