Consumer complaint received 2023-10-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Loan opened without my consent or knowledge
Company: TOWNEBANK
State: VA

Complaint narrative:
On XX/XX/XXXX I and my son went to XXXX XXXX to take a look at a vehicle for myself. I requested to see a used XXXX XXXX XXXXXXXX XXXX XXXXXXXX that was offered at around $ XXXX. I and my son were taken out to take a look at the vehicle then the rep took me for a test drive in it. My son remained at the dealership until we returned. Upon arrival back to the dealership, I was speaking with my son concerning the vehicle and asked him to drive it to tell me what his opinion was. After receiving a decent opinion from him, I began speaking with the auto representative of whom I informed that I had a pre-approval from my credit union. He then invited me to sit down with him at his desk while he spoke with me concerning features on and in the vehicle. 

During the conversation with the rep, I inquired about obtaining GAP for the vehicle if I decided to purchase it. He mentioned that they had it for {$1000.00}. I stated that I didnt want to pay that amount for it because I could get it from my credit union for {$390.00}. He then stated that he would provide it to me for the amount that I quoted. He then began to go back and forth, in and out of his office to speak with colleagues regarding the vehicle. He eventually mentioned that their establishment could give me a better rate than my credit union and later on he introduced me to the finance manager. 

We were out in the lobby area and the lady came out claiming that she had a credit union that would give me a better rate after they inquired as to what rate Id been given by my credit union. I said 6.2 and then she stated that she had a credit union that would give me a 5.4 APR ( XXXX XXXX XXXX XXXX ). I mentioned that I wanted to discuss it with my son. The male rep then asked why do you need to discuss it with your son? Dont you like saving money? I responded in the affirmative but told him that I still wanted to do this. I walked over to my son to discuss matters and then we stepped outside to call my daughter to get her opinion too. After speaking with the both of them, the agreement was if I were going to get a 5.4 APR and save money, then that was a decent offer. I decided that maybe Id take the vehicle. We returned back inside and I continued speaking with the male rep in reference to the vehicle. He then took me to the female financial manager 's office to speak with her. 

She took me into an office to a computer that she had documents on. One of the documents that she asked me to sign was one that she stated would grant her permission to retrieve my credit for XXXX XXXX XXXX XXXX. I agreed to allow that, since they were the entity that she stated would be offering the 5.4 APR, so I signed the document. She completed whatever documents and told me that XXXX would be sending me documents to sign later via electronic signature. She then took me back to the male rep, who took me to the vehicle to explain how some things worked prior to letting me depart with the vehicle. 

On XXXX XX/XX/XXXX at XXXXXXXX XXXX. I received a text message from the female asking if she had the correct phone number for me. I responded in the affirmative, then the mess began with her ( see text messages ). 

On XXXX XX/XX/XXXX I texted her after two failed attempts on her part to obtain financing because the 2nd financial institution ( XXXX XXXX ) that she tried rejected the request. When I inquired as to what was going on, she responded I dont know. I then called her up and told her how about I just bring the vehicle back there and put it back on your lot and be done with it? She claimed that she was getting it taken care of. 

When I inquired on XXXX XX/XX/XXXX, she responded stating that she sent all of the signed documents to Town Bank, I never signed ANY documents for that bank. I only signed documents for XXXX XXXX and XXXX XXXX. They both sent me documents to sign when I was supposed to be financing with them and both institutions rejected the contracts. I also have copies of the documents that I signed with both institutions. There should not be ANY documents signed by me with TOWN BANK. I never agreed to conduct business with them and I did not sign any documents with them. If they have a document with my signature, then she ( or someone else she got ) manipulated them. 

On XXXX XX/XX/XXXX I messaged her regarding my credit report. I was checking on my report and had seen that she pulled my credit about 4 times, This made me extremely angry because I was only aware of her supposedly pulling it for XXXX XXXX. I reached out to her via text to state my position on it and told her not to pull my report again. She responded with " I was just trying to get you a better rate. '' On XXXX XX/XX/XXXX I reached out to inquire because I hadnt heard anything from her since I told her not to pull my credit again. She sent me a text message claiming to have finalized documents with TB ; I did not respond. 

I had spoken with one of my real estate friends concerning this debacle with XXXX staff and this vehicle and she gave me the name of another XXXX representative that she knew. On XXXX XX/XX/XXXX, I reached out to the lady and explained the situation to her concerning this vehicle and how XXXX was conducting business. Her recommendation to me was as soon as you can, return that vehicle to their lot, give the keys back and let them know that you dont want to do business with them. She stated that it was messy and it should not have taken all of that. I got into the vehicle and drove to XXXX XXXX right after I finished speaking with her. I was accompanied by someone to the dealership. 

On XXXX XX/XX/XXXX I walked into XXXX XXXX on XXXX XXXX and told the manager and the young lady at the front desk that I was returning a vehicle. They asked me was it for service? I responded in the negative and told them that I was returning it for them to keep. He asked if it had a lien on it? I told him that nothing was on it and that it had never been financed. I also expressed my disgust with how his staff member pulled my credit a number of times and I told him that this is not how you do business and I would not be doing business with them. I also stated that if there was nothing else for me to do then I was leaving. He and the lady asked me who had worked with me and I provided the names. He said that the female was there and he left my presence. While I was inquiring again as to whether I needed to do anything else, the female staff member came out. She spoke and I spoke to her and she began to say something to the effect of we have been in touch, I sent you a message. I said NO, I dont want the vehicle and this is not how you do business. I also addressed the fact that she pulled my credit numerous times. She began to say that I gave her permission and I said to her again, NO, you had my permission to pull my credit for XXXX XXXX and anything beyond that, you shouldve been contacting me!! She said okay and then walked away from me. I prepared to depart from the dealership when she eventually walked back over to me and stated the bank is still going to hold you responsible. I said what bank is holding me responsible? She responded Town Bank. I responded I havent signed any documents with town bank and I didnt do any business with Town Bank . She responded okay and walked away from me. I then told the person who accompanied me that I was ready to leave and we departed. 

On XXXX XX/XX/XXXX someone from a mortgage company did a soft pull on my credit report and told me that the female at XXXX had pulled my credit a total of 15 times. I was livid when I learned of this because I had only seen it 4 times AND I had a pre-approval when I arrived at the dealer so there was no sensible reason to pull my credit beyond the one time that I gave permission for. At this time, there was nothing on my credit report regarding the vehicle in question or TowneBank. 

On XXXX XX/XX/XXXX, I reached out to my credit union to obtain another pre-approval for a vehicle. Naturally the rate provided was higher than the previous one due to the many inquiries on my report. 

On XXXX XX/XX/XXXX I received a text from the female member being sarcastic concerning the vehicle and telling me that I needed to pick up my XXXX or her manager will have it removed from their lot. She also left a message on my phone asking that I return her call to discuss the vehicle. I ignored both, the message and the voicemail. I did not make contact with her at all. I was determined NOT to do any business with that establishment. The vehicle had been returned with no financing, therefore it was never my vehicle. I had also decided that I would seek legal guidance, so I began to go online researching consumer attorneys. 

On XXXX XX/XX/XXXX I texted my brother and asked if he would go with me to purchase a vehicle. I spoke with him again on XXXX XX/XX/XXXX and we agreed to go on the next day ( XXXX XX/XX/XXXX ). On XXXX XX/XX/XXXX, I received notification that an envelope had arrived for me from TowneBank. I received an email notification regarding my credit report on XXXX XX/XX/XXXX early, so I checked it as the message suggested. I looked on my credit report ( XXXX ) to find that Town Bank had loaded a bill for {$35000.00} for a vehicle that ( 1 ) was not in my possession and ( 2 ) that I NEVER purchased from them or anyone else. I immediately checked my XXXX and XXXX reports. It was listed on my XXXX but not the XXXX. I called my brother and told him about it and he postponed the vehicle shopping and told me to take care of this matter first. I reached out to all three and placed freezes on my reports until further notice. I went online and submitted a dispute for those that showed up on my reports. I also contacted the XXXX XXXX XXXX XXXX XXXX  ) concerning the matter. 

On XXXX XX/XX/XXXX a lady called my phone from Town Bank ( XXXX ) leaving a voice message, stating that she wanted to verify some information with me regarding the purchase of a XXXX XXXX XXXX. I did not return the call because I was seeking legal representation concerning this matter. She called my phone again on XXXX XX/XX/XXXX and left a message. 

On XXXX XX/XX/XXXX I reached out to the XXXX XXXX XXXX and was instructed to send documentation to their establishment for review, so I forwarded the documents that I have regarding this matter. 

On XXXX XXXX another lady from Town Bank called my phone requesting that I return her call to ( XXXX ) XXXX. I did not return the call. After various conversations with XXXX staff, one of the attorneys instructed me to reach out to TowneBank to obtain a copy of the contract that they are attempting to enforce against me. 

On XXXX XX/XX/XXXX, I called one of the ladies who had reached out to me from XXXX to request a copy of the contract. I explained that I had never submitted an application to or signed documents requesting a loan from them and that I wanted to have a copy of the contract. I also mentioned that I was seeking legal guidance. The representative responded that I would need to have the attorney contact them to obtain this. I stated that as a consumer, I was entitled to a copy since they were claiming that I had submitted it. She eventually provided the address to me. I typed an email request for a copy of the documents soon after and submitted it. 

On XXXX XX/XX/XXXX I received a copy via email of the XXXX XXXX XXXX from the bank. Upon receipt, I saw that the original document for XXXX XXXX had been duplicated. The financial institution 's name ( XXXX XXXX ) had been crossed out and Town Bank had been handwritten above it. 

A friend recently informed me of the CFPB and so I am filing this complaint seeking resolution.

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 explanation