Consumer complaint received 2024-10-07 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Vehicle was damaged or destroyed the vehicle — 
Company: CCF Intermediate Holdings LLC
State: GA

Complaint narrative:
I obtained a loan from XXXX # XXXX TitleMax on XXXX due to losing my job during the pandemic and was struggling to meet bills. In XX/XX/XXXX the transmission failed on the car which the title loan was secured, XXXX years later after acquiring the loan. 

I reached out to the branch on XX/XX/XXXX at Titlemax XXXX XXXX XXXX XXXX XXXX XXXX to inform them that the vehicle had broke down and was immobile and what were my options. I was told that the manager was on vacation and will contact me once she comes back in which she will give direction on what can be done regarding such situations. On XX/XX/XXXX I called the branch back and stated I have not heard from anyone. I was told the branch no longer had a manager and to call back next week when they had a replacement. I called on XX/XX/XXXX and spoke to a gentleman who was the " standing '' manager in which case he stated that actual Manager will be starting next week he is only covering. On XX/XX/XXXX I contacted the branch again to see what my options were when dealing with an immobile vehicle. I spoke to the " New '' Branch manager who stated that the only option was to bring it ( at my own expense ) to the Titlemax Branch, where I can do a voluntary repo. However, with the voluntary repo they still will report the repo on my credit report as if I had defaulted on a loan. Mind you I have never been late in XXXX years or missed a payment. 

I explained to the NEW Manager, whom I had never met before because I never had to, my payments were always made on time through the portal. I explained that it was not my intent to default on the loan, but rather to find a common ground of resolution since the car was not mobile. we got nowhere, the manager got frustrated with me and started belittling and laughing on the phone sarcastically stating once I figure it out let her know. I winded up calling a different titlemax branch to see if I could acquire someone with a higher authority to assist. I was given the number to the Director of Operations for that area. 

I called the D.O. ( Director of Operations ) and explained the situation. she stated that another alternative could be submitting a settlement request, in which case they will review and release an answer. I submitted the settlement proposal on XXXX provideing the estimate to fix the vehicle and as a proposal suggested a XXXX additional payment XXXX to be made on next payment of XXXX and I can be released from TitleMax in good standing. 

after XXXX weeks of not hearing from the D.O. and emailing and receiving no response, I decided to contact the Better Business Bureau on XXXX. On XXXX I received a call from the D.O and they stated that the settlement request has been denied again, and that she can put another request in however, I needed to up my proposal to a higher bid. I explained that as of today I have paid into TitleMax {$14000.00} on a {$5300.00} loan since XXXX, my car has not been drivable since XXXX and I have continued to pay on the loan until we can come to a common resolution. I honestly feel with all the runaround that a suggestion of an additional payment was more then being courteous, Not to include while looking through my documents I see where TitleMax has falsified on TitleMax Multi-State Title Product RBP Disclosure form stating I had a XXXX credit score. I suppose to be able to qualify me for that amount of a loan. in which case my score is alot lower since i lost the job and is NOT XXXX, so they lied on their own document with MY INFORMATION. 

As of today, I did my best to comply with all consumer rules and regulations and have paid {$14000.00} to TitlleMax, even without the job i tried to stay in good standing. At this point TitleMax has received 3 times over what the car is even worth and if I do not comply on a vehicle that is not even functional, they will report me to the credit bureau as if I was not ever in good standing with them, as if I have not consistently wiped the sweat off my brow to be in good standing with them? 
So, my assumption is I will never be able to walk out of this debt with good standing ; I don't want a defaulted loan, but at this point, it makes no sense to pay on a vehicle that is not even functional and to a place that has not only treated me disrespectfully during XXXX of my hardest times, but is also not trying to work with me regarding a way out of this horrific cycle that keeps me up at night. This can not be legal ; I can not believe that companies can hide in plain sight and continue to XXXX the very hard-working American citizens who are trying to stay afloat. This has kept me up at night, i feel like I'm going to have a XXXX XXXX or breakdown to try and not fall deeper under. A nightmare you can't wake up from.

Company response to consumer: Closed with explanation