Consumer complaint received 2026-05-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Veros Credit, LLC
State: CO

Complaint narrative:
I am filing a complaint against Veros Credit regarding repeated account servicing failures, inaccurate charges, excessive collection contact, and an inability to obtain consistent or effective customer support. Over an extended period, I have experienced the following issues : I was charged for lender-placed insurance multiple times despite providing valid proof of insurance on four to five separate occasions. Each time, it took months for the charges to be reviewed and removed. I was assessed late fees that customer service representatives acknowledged were incorrect and stated would be removed ; however, those corrections were not made in a timely manner and required repeated follow-up. Customer service representatives frequently provided inconsistent or inaccurate information and appeared to have limited knowledge of my account or how to resolve issues. Requests for escalation were not handled appropriately, and I did not receive promised callbacks from management. The automated phone system often disconnects calls instead of routing them to the correct department, making it difficult to resolve issues. The automated payment system applies service fees that appear to be incorrect for my state. I am unable to make online payments without incurring service fees, despite residing in a state where such fees should not apply. I receive excessive collection calls, ranging from approximately 2 to 7 calls per day if I am even one day past my due date. When attempting to discuss payment flexibility or short-term arrangements, I was told by a representative that no such options are available and that collection calls would continue regardless of my efforts to communicate or resolve the situation. In reference to my attached phone records, all listed phone numbers are associated with Veros Credit and reflect the frequency of these calls. Although some of these issues have eventually been corrected, the pattern of errors, delays, excessive contact, lack of flexibility, and poor communication has created an ongoing burden and raises serious concerns about the companys account management and customer service practices. Desired Resolution : Implementation of a reliable process to ensure proof of insurance is properly recorded and verified before any lender-placed insurance charges are applied. Timely and automatic correction of any future account errors without requiring repeated follow-up. Access to a payment method that does not include improper or undisclosed service fees, or a clear written explanation of the companys fee policies as they apply to my state. Review of collection practices to ensure contact frequency is reasonable and compliant with applicable regulations. Consideration of reasonable payment communication practices, including the ability to discuss short-term arrangements without excessive or repeated collection calls. Improved escalation procedures, including access to a knowledgeable point of contact or management when issues arise. Review and correction of customer service and call routing systems to ensure customers can reliably reach the appropriate department. I am seeking assurance that these issues will not continue and that proper servicing standards will be followed going forward.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation