Consumer complaint received 2025-12-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Byrider Franchising, LLC
State: OH

Complaint narrative:
On XX/XX/XXXX, I was four days late on my auto payment. The manager at XXXX XXXX told me I needed to make the payment by XXXX, but she did NOT disclose that not paying before XXXX would result in repossession. That day, we had severe weather and school closures, and I had to drive around for hours in dangerous conditions to gather the funds. I informed her it would take me an hour or two, and she acknowledged this. 

At XXXX, I sent a message letting them know that even though I did not make it by XXXX, I would still be paying online. Their online portal does NOT have a cutoff time, and I have spoken with them after business hours before, so I did not know they had already gone home. I made the full past-due payment around XXXX. Despite this, they repossessed my vehicle later that night around XXXX. 

The next morning XX/XX/XXXX, the manager demanded a {$350.00} repossession fee and claimed there was a zero-day late policy. I reviewed my contract and found no such rule anywhere, nor any language stating that payments made online after business hoursbut before midnightwould still result in immediate repossession.

When I asked why it wasnt made clear that repossession would occur if payment was made after XXXX, she responded : Why wouldnt you think it would be repoed? 
This shows I was expected to assume terms that were never disclosed. 

Because the terms she was citing did not appear in my contract, I sent a formal email request asking that the {$350.00} repo fee be removed due to failure to disclose material information. When I called to confirm she received the email and asked for a written yes or no response, she said : Im not responding to anything, and hung up on me.

I called back and spoke with another employee, he claimed the zero-day late policy is on a page called a Statement of Understanding, which is missing entirely from my signed paperwork. I asked them to send me a copy from my file that they have, but instead of helping, he became irritated and transferred me back to the manager.

When I again requested that she locate the Statement of Understanding or read it to me, she dodged questions, cut me off repeatedly, changed the subject, and could not provide any documentation supporting the zero-day rule. She then abruptly shifted to, Lets reevaluate your financial eligibility, which appears to be retaliation or an attempt to cover up their inconsistencies. 

XXXX XXXX is XXXX enforcing terms not written in the contract failing to disclose material conditions that led to repossession claiming policies that they can not produce refusing to provide required contract documents avoiding written communication using misleading and deceptive statements during a collection action charging a {$350.00} repossession fee that is not supported by the contract I am requesting CFPB assistance in having my vehicle returned without the improper {$350.00} repo fee, since I made the full payment and the repossession was based on undisclosed and undocumented terms.

Company response to consumer: Closed with explanation