Consumer complaint received 2020-12-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: First Investors Servicing Corporation, Atlanta, GA Branch
State: TX

Complaint narrative:
So since the pandemic I have been struggling to pay my car note I was working with a lady name XXXX I been paying my car note and when the pandemic hit my hours where tremendously cut I explained this to them and the hardship i was facing, and they stated they have no programs that could help me. XXXX stated that if I paid XXXX that would get me out of repo stage and entered into a program that could help. I'm thinking finally some relief so i kept my agreement after maxing out credit cards and borrowing money. On the XXXX of XXXX I came up with XXXX then made a partial payment on XX/XX/XXXX for XXXX. I emailed XXXX and explained that I have kept my arrangements paid XXXX and the program she said I would be on never happened. So now I'm really in a bind borrowed money to get caught up and still cant get ahead or any help. So i make my normal payment of XXXX which is due monthly on the XXXX of each month. Now XXXX after getting automated calls and text from the company how they want to help I receive an email from XXXX. I explain to her my family has been impacted by covid im a single parent of XXXX kids and how I been trying to get a loan modification due to hardship or some type of covid relief for the past 4 months. She goes to say there are no programs available and i should just set up payment arrangements and hopefully a program become available. So here we are again XX/XX/XXXX payment XXXX and a extra on XX/XX/XXXX XXXX my monthly car note is extremely high and now im paying twice a month to try to catch up and not getting any help other than double payment arrangements which is taking a financial toll on me and my family i still have to keep a roof over there head pay utilities, and provide them meals. So i kept my XXXX arrangements still no program available I set up 2 more arrangements for XX/XX/XXXX and XXXX XXXXI kept those still no help. XXXX tells me I'm playing catch up and the way my payment is set up when i pay it always push me a month back. So without any help I can never catch up and I can only pay double so much until the walls start closing in on me. I set up another arrangement XX/XX/XXXX I paid XXXX now coming up in XX/XX/XXXX I just paid another XXXX and scheduled for another XXXX on the XXXX of XXXX XXXX XXXX she see I been paying and was go see if there was a program and email me and let me know last week I kept my arrangement and have yet to hear back about help. This is really unfair to me and my family we didn't ask for covid to be here and we sure didn't ask my job to cut hours to the point where we didn't know if we was still going to have a job. I don't understand how a big corporation cant offer any help especially when they see I'm struggling to keep my arrangements but have met every arrangement I set up.I cant believe there is no covid programs to help or loan modification option for hardship customers make the companies money and good customer service bring more customers. I tried to refi the car but it's to far upside down my loan is around XXXX and the car only worth XXXX right now so im really in bad shape. I have paid to this date XXXX on my car within 4 months which is double what i would have paid if i was just paying once a month during a pandemic simply because i need transportation to get to work and pick up the kids I'm going above and beyond on my end and barely making ends meet and been seeking assistance now 5 months.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief