Consumer complaint received 2015-12-23 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: DriveTime
State: FL

Complaint narrative:
I have been told by multiple representatives of Drivetime that I would be granted a modification to my account and I had to fax in the receipts and documents of my out of pocket expenses. After I faxed in the documents I still had not received any notification that the documents were received or any updates on my modification request. Through a XXXX complaint a Drivetime representative named XXXX told me that in order for a modification to be granted that XXXX things must be involved a ) There must be an out of pocket expense b ) You must be out of hardship and c ) the account must be sixty days past due. When I spoke to Customer Service I was told an exception could be made for my account and that the account does not have to be 60 days past due. I faxed in the receipts of my out of pocket expenses and proof that I am out of my hardship and they still have not granted the modification but continue to call and contact me only for collection purposes only, and has yet to give me an update on my modification request, even after numerous conversations of how and when this modification will be applied to my account. Drivetime has demonstrated unethical business practices and I do not know why the representatives continue to give me misleading information and information that is not truthful. I have been repeatedly told incorrect information and I would just like to know the information involving my loan and what is going on with my account. I would like someone to encourage the representatives of Drivetime to explain the truth about my account and to please stop telling me that a modification will be granted when Drivetime has absolutely no intention of ever granting me a modification, demonstrated when I called yesterday and I spoke to a manager named XXXX that told me that the faxed documents had not been uploaded to my account an that the receipts of my out of pocket expenses had to be for major repairs like to replace an engine! I have never been told my out of pocket expenses had to be a major repair like replacing an engine because my vehicle is supposed to be covered for major repairs, I was told by a supervisor something completely different, I was told I just had to have out of pocket expenses for repairs that were mechanical in nature, and I have a response directly from Drivetime submitted to the Better Business Bureau that describes exactly that same information. Also, when I called and tried to set up a payment arrangement XX/XX/XXXX, Drivetime would not make an arrangement for payment, but instead Drivetime sent me an acceleration notice in the mail two weeks later stating that the entire amount of my loan was going to be accelerated, although my account was not yet 30 days past due, and Drivetime refused to make a payment arrangement before the payment due date, because I knew before the due date I was going to have to make other arrangements with Drivetime, which Drivetime refused.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation