Consumer complaint received 2024-09-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: Global Lending Services LLC
State: FL

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXXXXXX XX/XX/XXXX Subject : Urgent Complaint Regarding Illegal Repossession and Unlawful Practices by Global Lending Services and XXXX  To Whom It May Concern, I am reaching out to urgently address a grievous situation involving the illegal repossession of my XXXX XXXX XXXX by Global Lending Services and the unethical practices of XXXX. This ordeal has caused me immense emotional and financial distress, and I seek the Consumer Financial Protection Bureau 's intervention to resolve this matter. 

In XXXX, I purchased a XXXX XXXX XXXX from XXXX for approximately {$14000.00}, including taxes and fees. The actual financed amount was around {$18000.00}, with a {$2500.00} cash down payment. The loan carried an exorbitant interest rate of 28 %, well above Texas 's legal limit of 18 % which I had no idea at that time. As a result, I was on track to pay over {$55000.00} for a vehicle that was worth about {$12000.00} at purchase. 
From the outset, I encountered numerous issues with Global Lending Services. Despite my best efforts to stay current on my payments, including a payment of {$570.00} made on XX/XX/XXXX, I was assured by a customer service representative that my next payment was not due until XX/XX/XXXX. I actually made XXXX payments in XXXX as youll see receipts and confirmation in the attachments. This assurance was crucial as I was preparing to leave for a XXXX vacation. However, upon returning on XX/XX/XXXX, I discovered that my vehicle had been repossessed. This repossession, occurring in XXXX  despite the loan being based in XXXX, left me stranded at XXXX with all my belongings and my purse inside the vehicle. 
Following the repossession, I was informed by Global Lending Services that if I returned the key, the repossession would not negatively impact my credit, as it was deemed an error. I knew it was a mistake, so I made several attempts to speak to managers at GLS, however, I was repeatedly transferred between departments, hung up on, placed on hold for over 35 minutes, and denied access to detailed records of my conversations with the XXXX customer service reps I had spoken to and made pmts with on the phone. The same XXXX females that assured me over and over I was up to date and to have a great XXXX. Each time, I requested to review recorded conversations proving it was a mistake made on their end, I was told the recordings were unavailable or was redirected to other representatives without resolution, or told a manager would contact me later. This lack of transparency has prevented me from understanding the full extent of the error and resolving the issue. 
Moreover, I was advised that I would need to pay over {$7000.00} to retrieve the vehicle, despite the cars current market value being approximately {$3500.00}. They told me I still owed over {$9000.00}, but in emails of my continuous efforts trying to contact them, they always told me different amounts that was completely different each time. After XXXX years of payments, including a {$2500.00} down payment, my records suggest that I have only paid off about {$5000.00} on the loan. This is a stark contrast to the nearly {$60000.00} I have spent on a vehicle originally valued at {$12000.00}. 
The entire experience has not only caused significant financial hardship but has also resulted in severe emotional distress. I have been dealing with XXXX XXXX XXXXXXXX, and my ongoing struggle has been exacerbated by this situation. I am now XXXX XXXXXXXX  to manage the emotional fallout from this ordeal. 
In light of these severe issues, I urgently request that the Consumer Financial Protection Bureau investigate the following : XXXX. The legality of the 28 % interest rate charged by Global Lending Services, which exceeds the legal limit in XXXX. 
XXXX. The wrongful repossession of my vehicle, including the lack of transparency about the vehicle 's sale, the deficiency balance, surplus and the promises made regarding the impact on my credit. 
XXXX. The deceptive practices and inadequate customer service experienced throughout my loan term, including misleading information and refusal to provide access to recorded conversations. 

Attached are documents, emails, payment records and correspondence with customer service to support my complaint. 

Thank you for your immediate attention to this critical issue. I look forward to your prompt and just resolution This email ( including any attachments ) is intended for the designated recipient ( s ) only, and may be confidential, non-public, proprietary, and/or protected by the attorney-client or other privilege. Unauthorized reading, distribution, copying or other use of this communication is prohibited and may be unlawful. Receipt by anyone other than the intended recipient ( s ) should not be deemed a waiver of any privilege or protection. If you are not the intended recipient or if you believe that you have received this email in error, please notify the sender immediately and delete all copies from your computer system without reading, saving, printing, forwarding or using it in any manner. Although it has been checked for viruses and other malicious software ( " malware '' ), we do not warrant, represent or guarantee in any way that this communication is free of malware or potentially damaging defects. All liability for any actual or alleged loss, damage, or injury arising out of or resulting in any way from the receipt, opening or use of this email is expressly disclaimed.

Company response to consumer: Closed with explanation