{"took":160,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2415990","_score":22.259945,"_source":{"product":"Prepaid card","complaint_what_happened":"Hello, I recently set up my first online business called XXXX XXXX. This whole process has been a complete learning process for me. After getting off to a slow start, business finally started to pick up for the month of XXXX. I made sure that every single order was processed and shipped out. Now, due to technical issues with my email support server at XXXX, customers were receiving there order confirmation, but were not receiving their shipping confirmation ( tracking numbers ). Being that customers were not receiving there shipping confirmation emails, they began to get worried and as a result, some customers opened disputes on PayPal as there only way of communication. Once I realized the trend with customers saying they are n't receiving tracking and that emails to XXXXXXXXXXXX were not able to be sent, I quickly called XXXX and worked with them to resolve the issue ( support email is working fine now ). As a result of all the disputes filed, PayPal placed an account limitation on my account which prevented me from accessing my money and demanded I provide extra documents and resolve all of the open disputes. ( Fair enough for the commotion ) During this whole process I was working hand in hand with paypal, sent all the required documents, updated every single customer tracking number, and called every single day to resolve all of the open disputes. I 've dealt with very helpful agents, as well as agents who really did not want to help me at all. At one point they even permanently banned me and realized they did not have any reason to, being that I was working with them diligently, and all the information was presented, ( i.e : confirmed proof of deliver to numerous disputes that were opened ), that they appealed there decision and brought my account back to temporary limited access. I had since been working tirelessly to close out all of the disputes, even taking it as far as allowing PayPal to issue full refunds to certain customers for the inconvenience of the whole situation and still allowing them to keep the product they paid for. On XXXX/XXXX/2017 after working with paypal for over an hour, I was finally able to close out all of the disputes. The representative I worked with was amazing and really helped me out. She then transferred me to the limitation department for review and I was greeted by an underwhelming agent who sounded like she hated her job and was n't so motivated to help. She did not allow me any opportunity to explain my situation at hand prior to her decision. After she had already made the decision to permanently ban my account I literally had to beg her to allow me to speak to someone else. She finally got her supervisor to review the account for me, after he reviewed my account, he said there is nothing they can do because I had already had been granted an appeal before, which was absolutely ludicrous. The only reason I had to even get an appeal done was because I had to deal with an agent who messed up and sent my account to review even though I was not even close to closing off the disputes. Of course they would ban my account, and of course I would have to call them and have them check there records and realize there was no reason for all that to have been done, no reason for my account to have been sent for review so early in the first place, being that everything was being worked on faithfully and with honest intentions. I tried to explain this whole situation to them but they were unwilling to even consider my reasoning and just continued to reiterate there is nothing they can do. This whole situation started from a third party issue with my email server hosted by XXXX and it has since been resolved, so to be banned after spending so much time and effort working with PayPal to prove I am a legitimate business is completely unfair and I really feel like I have been XXXX over big time.","date_sent_to_company":"2017-04-03T22:27:48.000Z","issue":"Managing, opening, or closing account","sub_product":"Mobile wallet","zip_code":"08857","tags":null,"has_narrative":true,"complaint_id":"2415990","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2017-04-03T21:55:32.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Hello, I recently set up my first online <em>business</em> called XXXX XXXX. This whole process has been a complete learning process for me. After getting off to a <em>slow</em> <em>start</em>, <em>business</em> <em>finally</em> <em>started</em> to <em>pick</em> up for the <em>month</em> of XXXX. I made sure that every single order was processed and shipped out. Now, due to technical issues with my email support server at XXXX, customers were receiving there order confirmation, but were not receiving their shipping confirmation ( tracking numbers )."]},"sort":[22.259945,"2415990"]},{"_index":"complaint-public-v1","_id":"5299123","_score":14.697369,"_source":{"product":"Mortgage","complaint_what_happened":"Parties involved Bank of America employees XXXX ( loss or escalation dept ) XXXX XXXX ( escalation dept ) XXXX XXXX ( mgr escalation dept. ) XXXX ( CSR ) Account one I had the unfortunate privilege of having Bank Of America hold two mortgages on properties that I own. One my primary residence and another a rental property. During Covid I was instructed that I could take advantage of a forbearance option and the company made it quite easy to continue to do that over the 16 month. When prompted to explain how this was going to work at the end of the crisis I was repeatedly told that more than likely it would just extend the life of my loan adding the payments that were missed to the back end. ( I was told after the crisis that a heloc would not have qualified for that option and that I never should have been told that ) this seemed plausible at the time because they had a precedent of doing that prior to Covid by paying taxes of their own accord and applying that sum to be paid by the maturity date of the loan. During my 16 month forbearance a few payments had slipped through my bill pay from my bank and were received and deposited at Bank of America. After contacting them and explaining my clerical error I requested to have these payments reversed and they informed me at that time that would not be an issue and would easily be accomplished. NOT the case. I requested these payments be reversed several times over the entire 16 months. they were eventually reversed BUT not before the forbearance option had been closed XX/XX/XXXX. At this point Ive been contacted to bring the account current and I repeatedly brought the multiple missing reversals to the attention of the people who were harassing me for payments. this went on for several weeks until finally I was able to get in touch with XXXX who was the only employee of Bank Of America who would provide me a phone number. After speaking with him over several weeks ( further exacerbating my delinquent position ) waiting for a straight answer as to where the payments went. I was repeatedly told they did not know where they were that they had processed it and that I shouldve received it. After bouncing back-and-forth between my bank telling me that they hadnt sent it and Bank of America telling me that they had, and me providing all manner of common sense solutions to get no resolution. .miraculously after bringing to their attention that I was about to file criminal charges the money showed up a week and a half later. ( these were electronic payments I still have received no explanation as to why it took so long to process ) I only added that information to the complaint to show history of information lag and Inability to grasp their own processes. and how my patience was exhausted by countless hours trying to surmount their gauntlet of misinformation, poor interoffice communication and XXXX employees. For any customer to succeed in this environment would take a level of tenacity very few people possess or have the spare time for in XXXX. \n\nNow this is where it starts to get really ridiculous. upon finally settling on an actual total and actual months missed. I was constantly given misinformation on what it would take to reinstate the loan back on track to where I was prior to Covid. Weeks went by with me continuing to bring to their attention that I was more than capable of paying all of the missed mortgage payments if they would continue to do what theyve done in the past which is move the taxes or leave them on the back end as well as the late charges. I would be prepared to do that BUT because theyre employees are XXXX poorly trained, understaffed and unable to answer questions intelligently in a timely fashion I was incorrectly and repeatedly informed that was not an option that was available to me. ( which I came to find out in the XXXX hour that it was. ) when I finally spoke to XXXX It was her that brought it to my attention that if I rectify these amounts prior to XX/XX/XXXX that it would reinstate the loan and I could continue to make my regular monthly payment. I felt it was ridiculous that it took me that long to get to an intelligent employee in their organization that can help me get through this troubling time with the only option that I had available to bring the loan current. but because the usual MO of this company is to not know what its talking about i instictivly asked to speak to a supervisor. surely since i was in jeopardy it would be that day NOPE >>>>SEVEN DAYS passed and I was finally contacted by XXXX XXXX who I was told was a manager of the escalation department. At that time not only did XXXX corroborate XXXX ( in escalations ) information after conversing with her and after picking her brain and explaining my situation in more detail another option was presented to me that if I brought the loan current to under 90 days late the option of spreading those three last payments out over the next six months for a total of {$150.00} per month would be available to me. She also provided her email at that time at my request. Since I was on the road when she called I was unable to make the payment at that time. When I finally called in to make the payment. I was connected with XXXX. I informed XXXX of my call with XXXX and what I was trying to accomplish and that I would like to make the account under 90 day late and spread the remainder of the balance broken down over the next six months at the amount of {$150.00} additional per month going forward 180 days. ( keep in mind XXXX knew that I need to satisfy the parameters of the escalation letter and at no point did she informed me that I would not accomplish my goal by proceeding in this manner. I had AND STILL DO the full balance to be applied ) the payment was made I received a confirmation # it was at this point I was informed the payment needed to post before we could set up a repayment plan and that I would just have to answer a few questions but that I should call back monday XXXX XXXX ( 2 days after deadline ) to process but not a problem ( this was all not true ) when I called on monday the amount to spread over the 6 month period had jumped to {$10000.00} and the escalation had proceeded. When I raised my concerns I was forwarded to the escalation department ( XXXX ) who told me that XXXX XXXX had over stepped and had not given me the right info but that it was too late. Now I would HAVE to do a loan modification If I wanted to TRY to keep the house ( but as usual no guarantee that this would not stop the foreclosure process. \n\nACCOUNT two ( Fri the XXXX XXXX XXXX ) After finishing with XXXX I decided to make a separate phone call to another agent to corroborate and see if she would facilitate the same out come with the other account ( because that is what I have been conditioned to do because no two employees will provide the same answer. But due to the fact that the after hours voicemail tells you that business hours are monday thru friday till XXXX XXXX  ( which is not true its XXXX XXXX on friday ) I Called at XXXX and was at the mercy of the auto payment system which would not take a partial payment. ( because at this point I was still operating under XXXX  direction to bring it in under 90 days late. I sent an email to XXXX to inform her of my intentions and update her of my progress and that email is still unanswered and no return phone call has been made as of XXXX XXXX. I am still prepared to satisfy the total of the missed payments if the resolution can be agreed upon since the 6 month repayment plan has never actually been an option that was available to me ( even thought it was couched as a viable solution by 3 employees ) in summary what i have learned is that this company expects clients to be patient while employees cut their teeth on new programs and practices poor communication and resurfacing tech issues all while giving Zero leeway for clients who are left out in the cold due to poor timing and customer service that is too slow to meet their own inflexible deadlines which fall on a weekend. BUT let 's be honest no one would have been able to help me in a timely fashion even if they were open because their company is designed to provide information too slow for the client to act on it and when you do act on it? it was the wrong direction anyway. Which is the best recipe to make it look like you are not actively trying to steal houses. \n\nIF it looks like a duck, and quacks like a duck, it's a home stealing duck.","date_sent_to_company":"2022-03-08T23:06:53.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"15601","tags":null,"has_narrative":true,"complaint_id":"5299123","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-03-08T20:00:57.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Now this is where it <em>starts</em> to get really ridiculous. upon <em>finally</em> settling on an actual total and actual <em>months</em> missed. I was constantly given misinformation on what it would take to reinstate the loan back on track to where I was prior to Covid."]},"sort":[14.697369,"5299123"]},{"_index":"complaint-public-v1","_id":"4795800","_score":11.73095,"_source":{"product":"Mortgage","complaint_what_happened":"Greetings, On XX/XX/XXXX I contact Selene Finance my mortgage lender and requested a forbearance. At the time I was two months behind in my mortgage. The call center representative checked to see if I was eligible for a forbearance and stated that I was and instructed me to download an application from the company website and submit. I was informed I would hear from Selene within a week. \n\nI asked if he would lead me to the document to download and he did. On XX/XX/XXXX I submitted a request for a forbearance via online email and certified mail with all requested attachments. \n\nI waited two weeks and when I did not hear anything, I called Selene Finance the week of XX/XX/XXXX and was inform my request for the forbearance was approved and I would be getting a package in the mail within another week. I waited more than a week and contact Selene Finance again and was surprised to learn I was not approved for the forbearance and that Selene has no record of my request for a forbearance. \n\nPlease see my letter dated XX/XX/XXXX requesting a forbearance. I did not attach the full document, but the letter that included the hardship clause stated why I needed the forbearance. \n\nThe call center representative proceeded to tell me that a loan modification was being processed and that it would take about 30 days to provide me an answer. I informed her that I did not ask for a loan modification and what happened. She said she did not know and I asked to speak to a loss mitigation specialist. I was informed the name was XXXX XXXX and that he was not available. I asked to leave a message. For more than two weeks I called several times a week to Mr. XXXX and was unsuccessful. I was told he was not in his office, in a meeting, and not available. To this day I have never spoken to Mr. XXXX. \n\nThe week of XX/XX/XXXX I spoke to a call center representative who informed me that I filled out a loan modification form and that is why it was processed. I informed her the loan modification form is the same form used to request loan modification, forbearance, deferral, etc. She said I was wrong and that I would hear from Selene via mail with the outcome of the review process. \n\nI again asked to speak to Mr. XXXX and received no answer. By this time I began submitting complaints online to customer service that my calls were never return from a loss mitigation officer. I would receive responses that they will review my concerns and notify me afterwards. \n\nEvery call to Mr. XXXX was my application was being reviewed and that I can leave a message. Unfortunately, I received a letter from Mr. XXXX on XX/XX/XXXX, but dated XX/XX/XXXX to provide additional information by XX/XX/XXXX. I could not understand why I received a letter after a deadline to to respond. I call Selene again, and got a call center representative that could not connect me to Mr. XXXX. I informed the call center representative that the additional information requested did not apply to me. \n\nA sample of the additional information request was tax returns, rent receipts and unemployment letter for my son. He is XXXX and I provided Selene with his XXXX letter and Food Stamp letter for XXXX. \nHis name is listed as a dependent on my tax returns so he is not employed, doesn't file taxes or collects rent receipts. I was asked similar questions of which I am self-employed, do not have W2 's and I file a schedule C for my business on my tax returns. \n\nI was not give any time at all to respond to Mr. XXXX by issuing his request on the XXXX of XXXX and giving me until XX/XX/XXXX but receiving the letter on XX/XX/XXXX. And again, he was not available for me to dispute the need for information that did not even apply to me. My application was therefore complete and should have been sent to review to the underwriter. Instead I was put in a bind from his error and to this day he has not owned up to his error. \n\nThe call center customer service representative agreed that those questions did not apply to me and for me to dispute them in an email to customer service in the form of a complaint. In addition, I asked the representative if I can do a repayment plan instead and that I had {$4000.00} to put toward my mortgage and was only short {$40.00} of which I could have easily paid and would only owe for the month of XXXX in the month of XXXX. My application stated that my need for relief was temporary. As of XX/XX/XXXX, my business started to slow down due a new variant and my customers became concerned and were awaiting to get the vaccine, so business was a little slow for me. As several months went by, as stated, business started picking up and I was in a position to meet my begin paying my mortgage. The reason I had not paid my mortgage was I was awaiting a forbearance and later was informed I was in a loan modification and awaiting the outcome. By XXXX I had XXXX - XX/XX/XXXX mortgage. \n\nThe call center representative informed me he could not accept payment from me because I was in foreclosure after my file closed. I was encouraged to submit another loan modification. For fear of more confusion, I submitted another loan modification but did not include my son. I was denied because I did not have enough income. \n\nAt this point my new point of contact was XXXX XXXX. He too never returned my calls and the call center representative filed an online complaint to customer service. He encourage me to file an appeal and that too was denied. When I called to question the appeal I was informed that the appeal was not an appeal for me to report wrong doing, but to substantiate that the underwriters did not make an error in the previous findings. I am now confused. \n\nAt no time did anyone give me other options when the first modification was turned down. I was led into foreclosure and now no one would talk me about options. I received letters each denial offering me a short sale or deed-in-lieu. And yet again, I am encouraged by the call center representative to submit another loan modification and if I received new income report that and it will go to review. I informed him my daughter lives with me for about 4 years and suggested I include her. My daughter pays the utilities and he instructed me to show her last two paystubs, proof of the utilities she pays and a hardship letter. This was all included along with my sons XXXX letter from Social Security. \n\nI no longer had confidence that Selene was acting in good faith on my behalf and I believe there is either a dysfunction in the office or a deliberate attempt to secure my property. Based on this discomfort, I contact my attorney to inform them that I submitted a third modification on XX/XX/XXXX and am unsuccessful speaking to a loss mitigation specialist. I am receiving instructions and corrections from call center representatives every time I call and they are all providing me different answers to my same questions and its very frustrating. My attorney sent a letter on my behalf instructing them to respond or risk a case against them and payment of all legal fees. \n\nPlease see Selene 's response letter to my attorney. In addition, please see letter dated XX/XX/XXXX where Selene is now offering me several options to get back on track with my mortgage. I am being offered a repayment plan, temporary forbearance plan or modification. In XXXX I was not offered anything to rectify my arrears and not one loan officer would speak to me. This letter was submitted to me by XXXX XXXX from the Loan Resolution Department. I asked to speak to her and was informed she was not available. It took 4 calls and a very determined call center representative to give me the number to her superior and I left a message with him. She called a day later with an attitude that she never heard from me. I informed her that the representative stated they were texting her and her boss messages to contact me. And that the last representative gave me her boss number and evidently he contacted her. \n\nOnce we got past that issue she checked my loan modification and informed me that I only needed a couple of corrections on two documents and my file was ready for the underwriter. She apologized for the confusion since XX/XX/XXXX and that she would follow my case and keep me posted. I never heard from her again. I received a letter dated XX/XX/XXXX that I would be hearing back from Selene on the modification by XX/XX/XXXX. \n\nI have not heard back from Selene and so I called several days ago only to hear my application has been denied due to excessive obligations to my income. I did not receive a letter via mail and only when I called a recording informed me my loan modification was denied and I spoke to call center representative name XXXX who submitted another formal complaint to customer service online, requested Selene send me a reinstatement plan that included attorney fees and a copy of the letter informing me the last loan modification was denied. She also stated that if I had new income to report I could do another loan modification or request a forbearance or deferral. I have not gone full circle with Selene being given the run around. \n\nThere is no consideration that all of my bank accounts showed steady balance of over {$2000.00} after expenses. My daughter 's bank account reflected sufficient income and she submitted one of her savings accounts with a balance of {$8000.00}. And my son receives {$770.00} a month from social security. \n\nMy mortgage is {$1100.00}. I am currently owing {$10000.00} of which I have. And yet I am only offered a short sale and deed-in-lieu. I do not have a lot of expenses. Since XXXX my monthly income to include my son and my daughter 's contribution is over {$5000.00} a month. My daughter is in a position to contribute more based on her income and stated she would to ensure we are meeting our housing obligation. She has received a raise over the last 120 days and as of XX/XX/XXXX, I entered into a new contract with my client paying me a {$3000.00} a month retainer for coordination and editing services. I have been with this company for 4 years and since COVID-19 along with several other corporate account my services was suspended. I received my first payment on XX/XX/XXXX via XXXX  to my business account. I informed Selene of this contract in XXXX via email with letter. XXXX retainer has increased due to added responsibilities. \n\nI have not been able to discuss any of this with an officer because no one will return my call. No one will give my promised options in the XX/XX/XXXX letter. I have been informed of this decision by another loan officer XXXX XXXX. Since XXXX I have had 4 loss mitigation officers to never return my calls. 16 call center customer service representatives giving me 16 different instructions on what to do to get my questions and concerns answered and to no avail. \n\nI will submit another request for a forbearance and I do have the resources to pay my rent. But I should not be asked to pay legal and additional fees to reinstate my loan from foreclosure status. There have been inaccuracies, poor communication, lack of professionalism, and downright poor customer service and treatment once I was informed there was no record of a forbearance. An unwillingness to investigate this error, ignore my customer service complaints by providing me form letters with absolutely no follow up, to refuse to accept payment after a known error was made and to finally 8 months letter send me a letter stating concern to assist me options when I was refused all other options accept short sale or deed-in-lieu. \n\nFinally to hold me accountable for legal fees when I received not one indication in XXXX, XXXX and XX/XX/XXXX that I was about to go into foreclosure if all arrears was not caught up while I am trying to get forbearance. And to mail a letter requesting information to complete the 1st application submitted in XXXX and waiting until XXXX to send me a letter requesting additional information after the XX/XX/XXXX deadline and then closing my case putting me in harms way. Why did it take Selene over two months to respond to my request in such a disturbing matter and punish me for it. \n\nI need your help because I believe I will receive a sale date in the very near future. My attorney is through XXXX XXXX and they pretty much prepare letters. I am not so sure what they will do and if they will pursue Selene and charge them all legal fees. I reached out to them a few days ago and have not heard back from my representative yet, however she advised me to file a complaint with your office and that she is very well aware of Selene 's reputation as a predatory lender. I honestly have to say I have never had a problem with Selene Finance. They have provided me several options over the years and I just do not know what happened to them. I do know that I looked at the reviews from their customers and see my problem is not new. \n\nPlease investigate this situation with Selene, I am in urgent need of your help. I am the XXXX of an adult son with XXXX XXXX XXXX and XXXX. Just XXXX alone he has been in the hospital twice as his XXXX has gotten XXXX. I need to focus my attention on my son 's health and my business which is doing well. I do not want to choose foreclosure as an option for Selene 's mishandling of my case. Its been a long and drawn out situation and time for a fair resolution. I have my mortgage money and should not be in foreclosure or subjected to pay fees because of their negligence. \n\nThank you for our help.","date_sent_to_company":"2021-10-12T07:49:27.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"30034","tags":null,"has_narrative":true,"complaint_id":"4795800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2021-10-12T01:35:25.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In addition, I asked the representative if I can do a repayment plan instead and that I had {$4000.00} to put toward my mortgage and was only short {$40.00} of which I could have easily paid and would only owe for the <em>month</em> of XXXX in the <em>month</em> of XXXX. My application stated that my need for relief was temporary. As of XX/XX/XXXX, my <em>business</em> <em>started</em> to <em>slow</em> down due a new variant and my customers became concerned and were awaiting to get the vaccine, so <em>business</em> was a little <em>slow</em> for me."]},"sort":[11.73095,"4795800"]},{"_index":"complaint-public-v1","_id":"4269482","_score":10.64183,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Friday, XX/XX/XXXX This complaint is an addendum and follow up to the original complaint filed : the number is XXXX, as US Banks bad behavior just won't quit. Apologies for the typos in the XXXX  letter. This is what happens when you have a life outside of having to put up with US Banks poor treatment of you. The list is so long I can not even discuss everything here. Luckily I was able to capture most of it in the previous letters and this one. \n\nWhile I am still waiting to hear back from XXXX XXXX XXXX promised to call me on XX/XX/XXXX ), and now XXXX XXXX XXXX XXXX promised to call me on T, XX/XX/XXXX ), a third party that has no access to my personal checkings and savings accounts, has now brought to my attention that US Bank is claiming that they closed my accounts for me. As usual, absolutely no calls or emails to me on this from the folks that promised to call me back to help resolve this. As usual, theyre always pulling their underhanded games when I in fact closed my account officially on XX/XX/XXXX when I notifed the XXXX, XXXX in email. I am through with all of their sly and low-balling games. \n\nXXXX XXXX confirmed with me in early XXXX that their standard is for the person that I reach out to that is supposed to call me back within XXXX hours or sooner is supposed to call me back within that time frame. They have rarely upheld themselves to this standard as evidenced in all the emails sent to you so far, among so many other standards they never adhere and uphold to with me. They are also speaking to a third party about my private personal and checking accounts and not directly to me even after Ive already told them that I wont accept their slow mail anymore as a result of how badly theyve treated me for so long. \n\nUS Bank continues their unethical practices with their untrustworthiness, lies, stonewalling, passive aggressiveness, etc. While they are claiming that they closed my accounts for me, I closed them on my own accord finally after many forewarnings I provided them, as a result of all of their negligence in refusing to respond to my multiple attempts to reach out to them about an original concern that they refused too resolve effectively and efficiently. \n\nXXXX XXXX has a track record of her negligence, excuses, stonewalling tactics, etc, years before I finally submitted my official closing of my accounts in my final email to XXXX XXXX on XX/XX/XXXX. She's never in her office every time I call, or she stepped out, I leave a message, she never calls back. or she has someone else calls me when I need to talk to HER! Shes always on vacation. The front has lied to me saying she is not in the office when I found out through others that she in fact IS in her office, etc. So many occasions this happened now. Back to the final email on XXXX to XXXX This was after he promised to call me the Friday Before. As usual, no call. I follow up on the following Monday, still no call. So I sent him the email on my own accord to clos everything. Hours later that same day, Mr XXXX XXXX  leaves a message on phone saying that obviously they got the email and that they are sending things in the mail. But this is premature. My new bank said the easiest way to transfer all of my funds WITH NO FEES, is to wire transfer everything over. \n\nThis group has had several opportunities in the past -- - I mean, SEVERAL, and they blew every single forgiving chance I gave THEM to rectify the situation with my original request. But of course, they add insult to injury by ignoring and gaslighting me in literally every situation. The most well-behaved individual out of the lot was Ms. XXXX XXXX who would not have even reached out to me had I not taken the time to fill out one of their surveys. I am not saying that shes fantastic, but she is far better than the rest. At least that was how she presented herself to me that day. But as usual, the original problem is still not solved. \n\nThis type of white collar criminal behavior ( unethical ) - the negligence, the stonewalling, the refusal to handle my funds properly -- warrants individuals in this organization like Ms. XXXX and the other offenders to be sent to prison. Their choice of behaviors with how they mis-treat customers and mishandle peoples ' money XXXX XXXX XXXX XXXX XXXX, shows me month after month, year after year that she deserves to get the same treatment from other bullies out there since this group is so quick to dish out this type of unprofessionalism and negligence. \n\nTheir claim that \" Our goal is to provide efficient, accurate, and courteous service, and we share our disappointment in learning we have not lived up to these expectations/standards. '' So far, based on all behaviors and negligence and horrible customer service and attitude committed to say at the very least, this group continues to lie and promise \" efficient, accurate and courteous service ''. US BANK MOST DEFINITELY DOES NOT PROVIDE \" EFFICIENT, ACCURATE, AND COURTEOUS SERVICE '' the majority of the time. \nTHE EXCEPTION OF THIS IS MR. XXXX XXXX AT THE XXXX BRANCH. BUT HE IS A RARE EXCEPTI. SADLY, THE BANK IS NOT A XXXX MAN TEAM, SO US BANK NEEDS TO FIRE ALL THE OTHER MIND JOBS AND RECRUIT AND HIRE MORE XXXX 'S FOR SURE. \nUS Bank has proven to me over and over again that their words mean nothing and I can not trust them one bit. If they wish to keep at least some shred of self-respect, they'd be very wise to re-open up all accounts so that I can re-wire back to my new bank which I like so much better and most of my family members go to others banks as such. Also, fire Ms. XXXX. \n\nOnce I am DONE talking to a group that his mistreated me so poorly, I am DONE reaching out to them. And I am also done reading their mail.. I am no longer accepting anymore mail from this group, nothing. While they are incredibly lucky I showed them forgiveness and mercy and talked to them to give then time to improve, as usual, they blew it. MORE MORE! \n\nI had better see all of my accounts AT ONCE reopened and NO FUNNY FEES AND CHARGES TO MY ACCOUNTS, for me to wire my money over to my new bank. No XXXX XXXX. \n\n1 ) This past Monday, Ms. XXXX XXXX promised me that she would reopen my accounts for me to handle my money and that she would call me the very next day Not surprising that she too, broke her promise to me, and neglected calling me back. \n\nIt was also very harassing and unprofessional of her to go off on how \" one should pick up the phone for something important like this ''. Firstly, in no way did I ever say to this female that i don't pick up my phone. Also, it is really none of her business if the customer chooses to not pick up the phone or not. Customers work too just like US Bank employees, but apparently she was too dense to understand this. \n\nI expect individual letters of apologies from Every person I have emailed in the records shown to you for their criminal and unprofessional behavior at the very least. Ms. XXXX, Mr. XXXX, Mr XXXX XXXX  for not responding to my original which prompted me to have to reach out to Mr. XXXX in the first place, Mr XXXX XXXX, Ms. XXXX now at the XXXX XXXX XXXX and her rude employee ( XXXX XXXX XXXX that never even smiled at me and just made me stand there in silence without saying anything to me for like five minutes at a time. Newcombs employee also lied to me repeatedly and would always evade answering me when I had to ask her more than XXXX times the branch XXXX 's name. She still refused to give me the branch XXXX 's name although I asked for Ms. XXXX 's business card, and to cover herself, she then said \" XXXX '' after the fact when XXXX already walked out to see me. \n\nFOR THE RECORD : XX/XX/XXXX, I CANCELLED MY ACCOUNTS WITH US BANK ON MY OWN ACCORD. BUT I STILL NEED TO HAVE THEM OPEN UP MY ACCOUNTS WITH ALL MY MONEY IN IT, ( NO FEES, ETC ), FOR ME TO TRANSFER FUNDS FROM THE APP AND THEN PAY MY CREDIT CARD BILL TOO. WHILE I SHOWED THIS TO MS. XXXX, SHE JUST IGNORED ME FOR XXXX MINUTES AT THE TIME AFTER I WOULD ANSWER ALL HER QUESTIONS PROMPTLY, THEN SHE WOULD GIVE ME SILENCE FOR XXXX MINUTES AT A TIME, WHILE MAKING ME JUST STAND THEIR IN SILENCE WITH MY PAINFUL FOOT LESIONS. \n\nTHANK YOU CONSUMER FINANCIAL PROTECTION BUREAU FOR EVEERYTHING. THIS GROUP IS FULL OF LIES AND ABSOLUTELY NO INTEGRITY. PLEASE MAKE SURE THEY RE-OPEN UP ALL MY ACCOUNTS FOR ME TO TRANSFER ON MY BEFORE I WOULD HAVE TO GET SOME LEGAL ADVICE. \n\nthank you for understanding how I am legitimately livid about all of these unethical people at US Bank with Low integrity. Please have re-open my accounts for me to effectively wire all my money to my new banks of choice and thank you in Advance. \n\n1 ) Individual Letters of individual apologies from all I emailed, called and ignored me and my original requests. \n2 ) Re-open all of my accounts. \n3 ) Pay for all late charges for credit card bill that is due on XX/XX/XXXX if/when they do not re-open my accounts for an efficient and effective transfer, minus all fees, charges, etc. \n4 ) Call back as promised from Ms. XXXX and Mr. XXXX, XXXX. \n5 ) XXXX to re-open all accounts as she had promised and to send an email confirming she did this. If not then, Ms. XXXX needs to do this. Shes the primary person who started all this mess in the first place ( in addition to all the other messes she has caused in the past ), while the others continued to add insult to injury instead of rectifying everything and providing good customer service ethical practices. No more excuses. \n6 ) Refund directly while ccing me in all emails XXXX XXXX XXXX, XXXX XXXX, their {$320.00}. \n7 ) Pay all the late credit card fees if/when the credit card payment that is due XX/XX/XXXX is not able to be paid since you refuse to re-open up my accounts This is beyond preposterous and 100 % UNACCEPTABLE BEHAVIOR on US Banks part.","date_sent_to_company":"2021-04-03T23:53:57.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"90045","tags":null,"has_narrative":true,"complaint_id":"4269482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2021-04-03T19:45:14.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It was also very harassing and unprofessional of her to go off on how \" one should <em>pick</em> up the phone for something important like this ''. Firstly, in no way did I ever say to this female that i don't <em>pick</em> up my phone. Also, it is really none of her <em>business</em> if the customer chooses to not <em>pick</em> up the phone or not. Customers work too just like US Bank employees, but apparently she was too dense to understand this."]},"sort":[10.64183,"4269482"]},{"_index":"complaint-public-v1","_id":"7271286","_score":9.457277,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am disputing the original {$5100.00} charge via my bank of America credit card ( XXXX ) from XXXX XXXX XXXX ( subsidiary of XXXX XXXX  XXXX  ) in XX/XX/XXXX. I did not consent or authorize that charge regarding an upgrade ( I already prepaid my car rental through a third party called XXXX on XX/XX/XXXX for a total of {$1100.00} which obtained my car rental in XXXX via XXXX XXXX XXXXl ( see below Below are additional details and context regarding this charge with the vendor ( XXXX XXXX XXXX  ) which I provided to Bank of America in XX/XX/XXXX ). To resolve the matter, when I first found out about the charge, I discussed it with the company XXXX XXXX XXXX and later with their parent company XXXX ), but they refused to refund the charge and maintained that I agreed to an upgrade. When I tried to escalate the matter with the vendor, they refused to work on the matter and told me I had to go to the credit card company. When I demanded proof of such an agreement, the vendor did not provide any evidence ( such as a signed receipt ) for the charge. Running out of solutions with the vendor, I then went to the next step of the resolution process - through the dispute process provided by my credit card company ( Bank of America, which I am directing this complaint against ). Since the vendor claimed I signed a document that I never signed ( and did not procure a document which I could see evidence of my signature ), I approached it as a fraud because there was no evidence of such an agreement and claim that I signed an agreement. \n\nDespite multiple phone calls and multiple tickets and case numbers over 15 months, Bank of America grossly mishandled the dispute and repeatedly undermined my attempt to resolve it through very confusing and contradictory communications. Even though it should have been approached as a fraud in the first place, Bank of America initially asked me to provide a signed receipt which I never was provided in the first place ; I tried to explain to them that there was no way to prove something that did not exist in the first place. When I asked what evidence did the vendor had to validate their claim on the charge, Bank of America was unable to provide any evidence from the vendor that I signed anything regarding the original charge. Once that was realized that there could be no signed receipt to validate a fraud, Bank of America changed tack and told me that the vendor was able to treat my credit card like a blank check and could charge any amount because I agreed to incidentals. I then explained to them that almost all of the charge was due to one single charge, an {$4200.00} upgrade ( plus tax ) which I did not sign or authorize. In other words, as one of the analysts in Bank of America told me, akin to what hotels could charge if you damaged the room or took items from the snack bar, Bank of America treated the whole vendor charge as if it were an incidental ( i.e. tolls, gas with the car rental ) and ignored the fact that most of the charge from the car rental vendor was claimed through a upgrade which I never agreed or signed to. Note : I pointed out that, in my brief internet research, XXXX XXXX XXXX has had a shady history abusing use of credit cards and with charging customers on car rentals such as toll fees in XXXX, accusing people of stealing cars in XXXX, and so on, but Bank of America still continues business with them. \n\nAgain, even though I asked for any evidence that I agreed to an upgrade, no evidence by the vendor or by Bank of America was provided to prove the charge. When I began demanding evidence that the vendor should have provided to the Bank of America for the dispute, Bank of America provided me an inaccessible portal and then mailed some documents which were all related to Bank of America statements and nothing to do with the claim. These documents, so-called statements mailed to me, were simply former Bank of America monthly statements that I already had in my possession and had nothing to do with the case/claim/dispute. I pointed that out about the mailed documents, and Bank of Americas response was to ask for more time to research and re-evaluate, only to respond the exact same way months later as if nothing has happened since then. I dont believe they researched my case at all because they had no evidence or proof to support the original charge. \n\nMeanwhile with their very slow process, I was very patient and even made payments on the disputed charge in good faith that Bank of America would resolve the issue fairly. After months of delay and lack of resolution and multiple calls ( see below ), Bank of America finally provided a very confusing explanation how the charge was valid in the form of a letter in XX/XX/XXXX and then again exactly the same implausible conclusion on XX/XX/XXXX indicating that they re-evaluated my claim and stated they decided they could not approve my claim because we confirmed statements were mailed to the address you provided for this claim and payments have been made on the account. This is not a valid explanation to how my claim is invalid, much less how it is not a fraud. Also on XX/XX/XXXX stated they made note that they contacted the credit reporting agencies to add a comment to my credit report that I disagree with their decision on the fraud claim. Since the payments appeared to be a validation of the charge in Bank of Americas eyes, I stopped making any payments and let it go delinquent and planned to file a complaint with the federal government and credit reporting agencies about their mishandling the dispute/fraud charge. \n\nThe following dates were calls I made via relay with bank of America with promises that they would pursue the claim and provide me a response without reasonable resolution on their part : XXXX Bank of America CC @ disputing charges with XXXX XXXX  ( XXXX ) XXXX Bank of America ( CC ) @ Request for more understanding about dispute XXXX Bank of America @ dispute over XXXX XXXX charge XXXX Bank of America @ Dispute on fees, payment, and explanation of the XXXX XXXX charge XXXX Bank of America @ payment and concerns XXXX Bank of America @ trying to get a hold of Fraud Dept without success XXXX Bank of America @ trying to get a hold of Fraud Dept without success XXXX Bank of America @ credit card dispute into fraud XXXX Bank of America @ credit card dispute XXXX Bank of America @ credit card dispute XXXX Bank of America @ Fraud dispute The credit card dispute process Bank of America had in place appeared deliberately confusing to frustrate the customer and force him to give up, because, repeatedly in my follow ups, Bank of America told me they would research it with the vendor but never got back to me in weeks, then months, so I kept on following up, only to be told they needed more time to research. This happened again and again each time after lengthy waits ( in excess of 30 minutes each time ) calling Bank of America and have been given different case numbers which became very confusing and disorienting. Whenever I spoke with them and was moved to different departments beyond my understanding why, Bank of America confused the process by initially treating it as a legitimate complaint which they claimed I was disputing some of the amount and not as whole as a fraud. Even though they were dealing with me as a XXXX  customer, they refused to communicate via email and instead insist they used relay ( which they hung up multiple times after long waits ), slow mail which did not substantiate or relate to the claim, or fax machines which did not deliver any documents or allow access. At the end, I refused to continue making payments to the charge, closed my accounts, and sent my business elsewhere to a competiting bank. However, because I refuse to honor a fraud charge, Bank of America still approaches my charge as delinquent and has reported to the credit reporting agencies, hence damaging my long-time solid credit score severely ( from XXXX to now XXXX ). This is not a healthy way to conduct business in our country. \n\nBelow are additional details and context regarding this charge with the vendor ( XXXX XXXX XXXX  ) which I provided to Bank of America in XX/XX/XXXX : Via a company called XXXX on XX/XX/XXXX for a total of {$1100.00} I prepaid for a vehicle rental in the XXXX airport ( XXXX ) for 28 days in XX/XX/XXXX ( from XX/XX/XXXX through XX/XX/XXXX ). You can see that charge on my credit vehicle bill ( XXXX ). XXXX provided me a booking number ( XXXX ) and information to pick it up from XXXX XXXXl in XXXX. \nOn XX/XX/XXXX, I arrived XXXX on time, shuttled to XXXX XXXXl, and waited in a long line for over an hour to finally talk with an agent in XXXX XXXX. Environment was uncomfortable and noisy with long waits ( more than an hour long without a manager available ). \nOn XX/XX/XXXX, I provided the agent in XXXX XXXXl my booking number and intended to get the vehicle without paying more than what I already paid for. I did not request an upgrade or fuel options and insurance. After talking to me ( which I did not understand most of what he said since I am XXXX  ), the agent told me to sign on an electronic pad. He kept on talking after I signed on the electronic pad which I did not understand but got the impression he was trying to sell me something. He then printed out several paperwork with different dollar amounts. Nothing in the paperwork exceeded $ XXXX, and I understood it was part of unsigned paperwork in order to get the vehicle I already reserved XXXX ). Nothing was printed with my signature, and I did not sign anything else other than the electronic pad before he talked. I told him I am not interested in paying for more than what I already paid for. I asked the agent if I had to pay for anything extra over what I already paid, and he clearly said no. I asked him several times, and he pointed out that I was using the third party ( XXXX ) to get the vehicle, so that I do not need to pay extra and that the paperwork he gave me was not signed so, as he said, there is no obligation. There was no manager anywhere to help our communication. With a big line of customers waiting more than an hour behind us, the agent provided me the keys to the vehicle. I saw no paperwork, signed or unsigned, that showed anything more than in the $ XXXX ( I do not have a copy of this paperwork but since I already prepaid the car rental I didnt think I needed it ). \nWhen I returned the vehicle in XXXX on XX/XX/XXXX, XXXX XXXX  did not provide me a receipt onsite even though I requested it but indicated they would email me. I left everything in the vehicle in good shape, believing everything was fine without additional ( incidental ) charges. \nXXXX XXXX did not email me anything until I found out about the charge via my credit card bill. I first noticed the charge {$5100.00} later in XXXX after when I checked my credit card bill. I contacted XXXX XXXX and asked for an explanation. I was told that the charge was for an upgrade that I asked for plus gas and tolls. I asked for evidence for that agreement. \nThey emailed me ( and only then for the first time ) something that they claimed I agreed and signed something I have not seen or signed on XX/XX/XXXX or on any other time. I did not sign at any point to that particular paperwork or consented to the financial terms with that agreement. I asked XXXX XXXX to investigate the matter further, but they refused to even revisit the process in the context of dealing with a XXXX  customer hearing or understanding terms orally and then signing on an electronic pad. They would not provide me information about the agent or the office that claimed the signature was mine. \nAlso, XXXX XXXX  did not provide any evidence when I requested a breakdown of the {$240.00} in tolls ( part of the {$5100.00} ). I reached out to XXXX and they indicated they have no charges against the vehicle I rented. I also disputed about the gas ( the vehicle came with a half tank and was told I didnt have to pay for additional gas ) and asked for support about toll fees the vendor couldnt substantiate any of these charges. They told me to email them, but that wouldnt allow a response before I can pay the credit card. \nPlease note that I am XXXX, so oral communication is not the best way to ensure or validate agreement ( if the car rental company claimed they have orally communicated the terms with me before I signed ). I would not have agreed to this so unaffordable if I was made aware ( either in writing or orally, which nothing I received like this ). This frugality is consistent to my past history with renting vehicles for many years. For any rental vehicle, I never agreed once to options like fuel options and insurance or upgrades. \nWith the vendor providing no evidence or support, the claim that I used a signature on a document I didnt sign as well as claims that I used tolls or gas without any support indicated this was a fraud which I complained to Bank of America starting in XX/XX/XXXX through XX/XX/XXXX.","date_sent_to_company":"2023-07-20T00:31:49.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"802XX","tags":null,"has_narrative":true,"complaint_id":"7271286","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-07-20T00:25:23.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXX provided me a booking number ( XXXX ) and information to <em>pick</em> it up from XXXX XXXXl in XXXX. \nOn XX/XX/XXXX, I arrived XXXX on time, shuttled to XXXX XXXXl, and waited in a long line for over an hour to <em>finally</em> talk with an agent in XXXX XXXX. Environment was uncomfortable and noisy with long waits ( more than an hour long without a manager available )."]},"sort":[9.457277,"7271286"]},{"_index":"complaint-public-v1","_id":"8176292","_score":9.232004,"_source":{"product":"Mortgage","complaint_what_happened":"I applied to XXXX XXXX for Forbearance on XX/XX/XXXXXXXX XXXX XXXX I called to verify that all documents had been received & that they had everything to start the review of my application. I called XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX   to ask status of my application if it had been received in full & if it had been reviewed or turned over to underwriting yet. I was told multiple times that all documents needed had were received to XXXX XXXX & it had not gone into review yet. My loan was sold & then transferred to Fay Servicing LLC. I was told all loan documents & forbearance application was sent to Fay Servicing LLC on XXXX XXXX XXXXXX/XX/XXXX & reassured that Fay Serviving LLC would pick up where XXXX XXXX left off. I was assured all documents & application was sent on XXXX XXXX XXXX  as it is federal law to do this. I called Fay Servicing LLC on the XX/XX/XXXX & again on XXXX XXXX  & they told me I wasnt in their system yet & it would take XXXX weeks. They knew I had an auction date for my house on XXXX & said that I could call back in XXXX  weeks to ask questions about my Forbearance application. I waited & heard or received nothing from Fay Servicing LLC. not even a welcome packet. I kept calling & got through to a person that told me I was assigned a single point of contact for my morgage & forbearance application. I called several times to get ahold of this contact XXXX XXXX. Left a few voice messages & finally when he called me I asked about my application & he said he knew nothing about a forbearance application & didnt see it in his note & would send a email to XXXX XXXX on or around XXXX or XXXX  asking for this application. I asked for XXXX  ( my point of contactv ) to call or email me with an update when the application was received at Fay Servicing. XXXX  told me I would have to keep calling back to check in to find out if Fay Serving LLC received it. He said he couldnt email me or call me to let me know. I continued to call that week & after the week-end & was unable to connect with XXXX XXXX  . I did get through to another customer service person at Fay Servicing, who told me they received my application, it was in review & a suspension was placed on my foreclosure date. I asked the gal to have my point of contact call me. She said she would email my request to XXXX XXXX to call me back. I also requested a information packet to be sent to me from Fay Servicing. Nothing had been sent to me XXXX weeks after my loan was transferred. Time has been ticking away & now its the week after XXXX. XXXX I finally spoke with my point of contact XXXX & he said he received my application & said everything was complete & it was in review. I asked how long it would be in review & he said he would want sure but they had XXXX  days to review it. I reminded him my home is going to auction on XXXX XXXX Even knowing my foreclosure date is drawing near there was no urgency or care given to my application. I kept calling weekly to get updates & was just told my application was still in review. On XXXX XXXXXX/XX/XXXX after calling Fay Servicing a few times & holding for XXXX  to XXXX  minutes I finally got through to XXXX XXXX XXXX & he said my application was still in review & I would just have to be patient. I asked to speak with a manager & he said there wasnt any managers available. I requested to have a manager call me & several days had past elite no call back to date! I also called & left a message to have a manager call me with no return phone call. No manager has called me. I called Fay Servicing again on XXXX XXXX & got through to a customer service person XXXX. Asked about my application & he told me they were missing XXXX signature on XXXX of the pages & I needed to submit that for the application to be complete. I was dismayed as I had spoke with several customer service people including my point of contact XXXX  & not XXXX of them informed me lot of the important crucial time sensitive information. Ive been assured my application was in review. I asked XXXX the customer service rep. to email me the page that needed my signature. He said he could fax it but I dont have a fax machine. I asked to have it emailed & he said it would come encrypted & I would have to ask for a code to open it. I tried to open it unsuccessfully. I finally got help a couple days later & was able to look at the document but was unable to print it. I had to go get help to print it out & sign it & scan it back which I did. Now its XX/XX/XXXX, I called & left a message for XXXX. The following week I called again & was told they received my signature & XXXX called me back & told me he didnt see in the notes of my account that my signature was needed & my reply is what??! & assured me my application was really in review now & it would take another XXXX  days. I have continued to call & check in with Fay Servicing daily & have been told my application is still in review & would have to wait the remainder of the XXXX  day period for an answer. Now this week, I call the day after XXXX  holiday XXXX, talk to XXXX XXXX & he told me my application is still in review. I asked again to speak with a manager & he said the managers dont have a voice but he could email them a request to call me. I waited all day & next day & still no call back. So I called again on XXXX & spoke with a customer service rep. named XXXX , he inforned me it was too late to review my application as it was too close to my foreclose date. He said it was in the notes of my account & I they were in able to review my Forbearance application. I was shocked, dismayed & so confus d how this could happen after so much time had padssed & not one person gave me this info. Every customer service person I had spoken with at Fay Servicing had assured me my application was complete & in review. I feel like a fool as I believed all I needed to do was keep calling back to check the status. Extremely frustrated & spent from all the hours Ive put into this process, as my single point of contact didnt bother to let me know this info over the weeks Ive been waiting. The same day I received this devastating info, I had spoken point of contact XXXX earlier in the day confirming my application was in review. I find out the worse news possible not from XXXX but a random person I got through to. My experience with Fay Servicing has been the worst service I ever experienced in my life! Super disorganized, lackadaisical, slow as molasses & with many incorrect details & negligence. After receiving this info, I sent an email to Fay Servicing customer serving department requesting resolution. I gave detailed info explaining all the mayhem, conflicting info, dates, peoples name I spoke with & the lack of accurate info given. Fay Servicing has made it impossible for me to give them everything needed for my application to be compliant & completed in the time line for them to review & approve my application. The email, the calls, conversations, filling out applications & my sleepless nights are hundreds of hours I will never get back. All for nothing! Application was received XXXX  & transfered & now just finding out month & XXXX weeks later, they hadnt received all the info for a complete application & now its too late. Wow! Unbelievable! This isnt an error on my part as I was kept in the dark, uninformed & fed a bunch of inaccurate info from several employees there. Ive submitted a request to reconsider my application, as it was their mess up & was just informed at theXXXX hour. Ive been lied to & jerked around for almost XXXX months now. As it stands, I have requested XXXX XXXX manager XXXX XXXX & XXXX manager XXXX XXXX call me. No return call again. called again XXXX  to confirm my email was received & if my message was received to the managers. After calling a several leaving messages I called & spoke a customer service rep XXXX. I asked to speak with either XXXX or XXXX ( the managers ) XXXX informed me he didnt know if my email was received & both managers were out sick & unavailable to speak with. When I asked when can I expect a return call he told me he didnt know when they would return to the office. XXXX told me to try to call back the following week, which is such bs! They are stalling & letting another week pass bringing me up to the wire of my home being sold in auction. When I asked to speak with a different manager in the office another manager he told me I needed to wait speak with XXXX or XXXX to call me whenever they returned to the office again. XXXX assured me I would get a call at some point but couldnt tell me approximately when. Im now XXXX wks away from losing my house & next week XXXX  weeks away! No one at Fay Servicing cares or places an urgency on getting back to me or giving me thorough correct info. Really dont know what else I can do at this point. Its all in Fay Servicing hands. This is so disgusting, unfair, deceitful, & calculated on their part! Ive had my morgage since XXXX  & have XXXX  in equity in my home. Now its looking like I will lose all that & Fay Servicing will get a nice pay off if my home is auctioned off. Honestly they have shown no willingness & only q lack of effort to work with me & provide the crucial info I need. At this point, I can at least inform & give other people the awareness to this negligent joke off a business. My hope is that this will help other victims in similar situations. Fay Serviving should be shut down! FYI- there was a lawsuit filed & won for the same reasons back in XXXX.","date_sent_to_company":"2024-01-19T04:24:04.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"972XX","tags":null,"has_narrative":true,"complaint_id":"8176292","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-01-19T01:01:59.000Z","state":"OR","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Application was received XXXX  & transfered & now just finding out <em>month</em> & XXXX weeks later, they hadnt received all the info for a complete application & now its too late. Wow! Unbelievable! This isnt an error on my part as I was kept in the dark, uninformed & fed a bunch of inaccurate info from several employees there. Ive submitted a request to reconsider my application, as it was their mess up & was just informed at theXXXX hour. Ive been lied to & jerked around for almost XXXX <em>months</em> now."]},"sort":[9.232004,"8176292"]},{"_index":"complaint-public-v1","_id":"9044462","_score":9.041112,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XXXX XXXX XXXX, I arrived at XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I had answered an advertisement on XXXX  regarding a promotion that they advertised to be able to help people with poor credit, job history, etc., that they could pay me up to XXXX more than the XXXX  value of my trade in, and could get me into another car that met my needs.  When I walked in, I met XXXX XXXX, and explained my situation to her.  I needed to trade my car in for some cash, and a new car. I was in the process of starting 2 part-time jobs and had just begun a third job but had not received a paycheck from it yet, and I was doing XXXX XXXX to bring in money, which made showing income difficult, and my credit score was low (around XXXX  according to the XXXX  reporting I had seen) because I had been out of work since the previous XXXX  when I was laid off my job, and some credit cards and my car loan were showing late payments.  She assured me they could get me into a new car with 60-days no payment and pay me XXXX for my trade in, a XXXX XXXX XXXX, on which I owed (as near as I can recall) XXXX.  XXXX  told me they would need to get me into a car that was XXXX for loan purposes, and they could give me cash for the balance of the equity in my car.  This would be about XXXX  after the other loan was paid off.  I provided all my information and documentation for my income, insurance, etc., and she went back and forth to her managers to see what they could pull together.\n\nI was back in their offices the following day (Saturday XXXX XXXX) and again on Monday (XXXX XXXX).  XXXX continued to assure me they could make the deal, but it was taking longer than planned.  I was asked to provide the documentation several times, eventually I was told to email it all to her boss, XXXX XXXX, which I did at least once (there might have been more- I do not clearly recall how many times I provided my documentation to XXXX  at her request), and I was assured each time she was working on it and I would have a deal shortly. \n\nI went back to their offices the following Saturday (XXXX XXXX) and again the next Saturday (XXXX XXXX), when I test-drove a XXXX XXXX XXXX.  It was high-mileage, around XXXX there was a large crack across the windshield, and I noticed a couple of dings in the body, however, the car priced out at XXXX fitting the requirements, and it was a smaller-sized SUV with 4WD, so I assumed the price was accurate especially given the inflation in the used car market at the time.  XXXX  assured me there would be a deal soon, and she introduced me to XXXX, who explained they were waiting for documentation that I had begun one of my jobs- the loan company Mechanics Bank had emailed the HR department Friday afternoon, and asked them to send confirmation via email I had begun the position as I stated.  I pulled up the companys timesheet app on my phone and showed him the approved time cards proving I had begun the position, but he said the loan company would not approve a loan until my employer had verified it by email.    XXXX  mentioned this needed to be finished soon, or the car I had just test-driven would be sold and they would have to begin with another car.  I told him I would call HR myself to make sure the email was supplied as quickly as possible.  XXXX said she would take the XXXX  to the Service department and tell them to get it ready for sale as slowly as possible, presumably to ensure the car was still there when my loan was approved early the next week.  She also assured me they would be fixing the windshield, so I did not need to worry about that.  I was assured the only thing they needed to complete the deal was the email from my employer.\n\nI followed up with my HR department on Monday, and HR assured me they would send the email the loan company requested.  I passed this on to XXXX, and she said she would get back with me. I did not hear anything from her, and I continued to follow up with her, but was told they were still working on it, or that I needed to send my documentation again. In the meantime my new employer sent the required email, so that should have been the end of it.\n\nOn the XXXX, I decided enough was enough, and texted XXXX  that if there was no deal by the end of the day, I would have to take the car and go elsewhere.  She texted me around XXXX  that evening that they had made the deal, and I needed to come sign the papers by the end of the day.  I arrived at the dealership around XXXX, and XXXX  left me in her office while she got the last of the paperwork together.  I asked her if everything we had discussed nearly a month before had come through, including the 60-days no payment (I specifically asked about the 60-days), and she said it had and left the room.\n\nI met with the finance manager shortly afterward, who had the paperwork for the sale of my XXXX.  The paperwork was for XXXX, rather than the XXXX I had been told I would get at the end of XXXX.  At this point I was so frustrated with how long this had taken and I needed the money for rent due in another XXXX  days, so knowing they would wait for the title to be cleared before releasing the funds, a process I had been told at a different dealership would take about a week, I signed it.  A few minutes later, he had the loan paperwork for me to sign.  The loan required XXXX down to sweeten the deal as he put it, which I was not told about beforehand (I would not have continued with the process had I known this before the sale paperwork had been signed) and he explained that because my credit score was low, the interest rate was 16%.  I remember seeing paperwork that said it was XXXX but the paperwork in the loan agreement they XXXX  for me said it was XXXX pulled on XXXX XXXX, the day I originally came into the dealership. I agreed that with my score that was to be expected.  There was no 60-day-no-payment on the loan despite the fact XXXX  had told me there was just before I signed the sales forms; I did not mention that to the manager.  He told me the car would not have GAP insurance (I had not expected any, but if I recall correctly I asked to be sure) because no one would insure it.  \n\nThe manager showed me a 2 page XXXX  report, which had servicing and other work supposedly done at XXXX XXXX  listed on the pages, but nothing else.  I believe the manager told me there were no accidents reported, and there were none listed on the two pages he presented me. As I had normally bought new, I had never seen a XXXX report before, and took him at his word.  I finished the paperwork which he handed me in electronic form on a thumb drive.  I was also given an As Is with no warranty delivery sheet that I had received the car, and told there wasnt any warranty I could buy for it, and that it may be 30 days before I would see the proceeds from the sale, because they could not process a check until they had a title in-hand from the State of Idaho, and that could take a month.  As I review the documents now, I cannot find that XXXX report- it was not included in the documents on the XXXX  drive, and I cannot find the originals I received.\n\nThe delivery sheet confused me, because XXXX  had already told me the XXXX  was not ready for pick up, so she was going to fill my old car with gas and send me home in that.  She told me she would contact me when the car was ready for pick up, and I could come trade the cars out then.  Accordingly, a few minutes after I finished with paperwork, she came back, handed me the keys to my old car, and I drove it home with a full tank of gas.  I assumed it would only be a day or two before I would hear from her to come pick up the XXXX.\n\nTwo days later I still hadnt heard from her, so I texted her and asked her if my car was ready yet.  She told me it wasnt, and shed let me know when it was.  I waited a few more days and texted her again.  I received the same response.  I was also in contact with XXXX XXXX, my loan company, and they confirmed they had not received the pay off on my loan.\n\nOn Tuesday, XXXX XXXX, I still had not received a response or timeframe for when I could pick up the XXXX.  At this point, I contacted XXXX XXXX XXXX XXXX, the attorney firm my XXXX XXXX  utilizes, and explained the situation to one of their attorneys, XXXX XXXX  I wasnt sure if I had any legal right to be driving the new car, and I was upset that I kept being put off on picking up the new one.  The attorney advised me to contact the general manager, explain what had happened, and inform them if they did not fix this I would take legal action.  After speaking with XXXX, I also called the DMV titling office and spoke with an agent who checked the status of my title.  She stated the title was electronic, and as soon as the title was released by my lienholder, the State of Idaho would have the new title to the dealership within 3 business days.  She said some titles could take a month but that was unusual, and certainly not the case with my car.  I explained what was going on, and she advised me to contact the investigations unit if it was not resolved within 24 hours of me contacting the dealership.\n\nI called XXXX XXXX and asked to speak with the general manager.  I was told he was not available (if I remember correctly, he was not in the office that day when I called), and I was transferred to the manager in charge, who happened to be XXXX XXXX, the manager I had met a few weeks before.  I explained that I still had not received my car, that I knew the title would not take a month, and I asked to know what was holding up my taking possession of the car.  XXXX  replied he did not know I hadnt received the car, and said he would check into it and get back to me.  A few minutes later, he called and said they were waiting on a replacement windshield.  The service department claimed they had ordered a replacement windshield from XXXX, and they were on back-order so the car was not finished yet.  He also got the transfer transaction number for the payoff on my old car, and said it was due to be finalized the following day, XXXX XXXX\n\nI told him I was okay with taking the car now and bringing it back in when the windshield arrived, and asked if I could get the cash from the sale of my old car and pick up the new car on the same day.  He said he thought they could get me a check for the proceeds, and have it done by Friday, XXXX XXXX.  I told him I would pick up the car that afternoon.\n\nI arrived at the dealership and met with the finance manager who had processed my original paperwork.  He again gave me an As Is delivery form to sign, and I noticed it did not have a notation about the windshield on it.  I mentioned this to him, and he paused for a moment, then asked me if my salesperson had told me it would be replaced.  I said she had.  He thought a minute and said, Well, we dont sell cars with broken windshields, and wrote on the top of the delivery sheet Call when windshield comes in.   I was handed a check for XXXX, and the keys to my new car.  The car had been freshly detailed (the upholstery was slightly damp in places and it smelled like cleaning chemicals), and I had noticed on the XXXX  report that XXXX XXXX had reported servicing the car.\n\nI was not very happy with this deal, but at the time, I felt like I had no other choice.  Rent was coming due, and I needed the proceeds of that sale to pay rent and catch up the bills that remained behind from my time on XXXX; because the XXXX was taken out of my proceeds and I was shorted by XXXX on the sale price of my old car, I was only able to pay rent. While I understood that the cash-nature of this deal meant they couldnt get me XXXX  over the value of the car, given that this was the advertisement I had answered, I did not understand why the loan couldnt be structured so I got the full profit amount after my old loan was paid (I had been clear with XXXX  why I was trying to sell the car) and I knew they could turn around and sell the car for at least XXXX more than they were paying me for it, but I didnt ask because I was sick of dealing with it and at least had the money for rent, so I took what I could get.  The windshield made the car look terrible, but I assumed I would hear from XXXX XXXX in a few weeks and that would be taken care of without any issues.\n\nBy XXXX, I still had not heard from XXXX XXXX  service department about the replacement of my windshield, so I called them on or about XXXX XXXX  The service tech who answered transferred me to their service manager, who rather rudely informed me he was aware of my situation, that there was one other customer in the same position, and he would call me when the windshield came in.  I did not hear from them again.\n\nIn XXXX, the car began to have issues with acceleration- on accelerating out of a complete stop, the car would suddenly go into what I learned was called limp mode and would not drive over about 20 miles an hour.  This happened on and off for a few weeks, then started happening every time I drove the car.  A mechanic in XXXX  checked the car over for me, and told me the throttle body was out and would need to be replaced at a cost of XXXX  with after-market parts, because of a nation-wide XXXX  parts shortage.  \n\nAt this point I had a few months of good payment history showing and my credit was recovering from my period of XXXX.  It was well before I planned to trade the car off, but I thought I would be able to trade the car in on something new fairly easily, though the loan might be about XXXX underwater because I hadnt had the car very long.  I decided to pull up the price on the XXXX XXXX XXXX website, asking for a cash and trade value.  The cash value came back at XXXX, the trade was a little more.  At this point, I still owed XXXX on the loan, which was originally for XXXX after the XXXX down.\n\nTo say I was furious would be an understatement.  On XXXX XXXX, I took the car to a couple of dealerships and they could not find a new car with enough equity in it to offset XXXX of negative equity in the trade and have a payment I could afford. The salesman said if they valued my trade at what it would be if it were in pristine condition, the car was worth around XXXX, and even then they could not get me out of it.  One sales manager I spoke with at XXXX XXXX XXXX in XXXX had previously worked for XXXX XXXX and their windshield work was outsourced, so there was no reason why the car should not have been repaired immediately. I verified XXXX  could have replaced the windshield the next week through my insurance.  He also reviewed the documents they had given me, and told me the reason I had not heard from them regarding the windshield was because it was not in any of their deliverables stated in the transaction documents, thus they were not legally obligated to provide the windshield.  Though I was unable to trade the car, a friend came up with a cost-effective solution for repairing the throttle body, so I was able to get the car running again.\n\nI contacted my attorney again and explained what I had just learned. She said we should at least try to get the windshield replaced as this would up the value of the vehicle slightly, and she asked me to send her their general authorization letter to provide services so she could proceed with a letter asking XXXX XXXX to replace the windshield as they had promised.  When I emailed her the GAL, I told her I would contact Mechanics Bank, to request the valuation information they had and find out what information they had been given that lead to them valuing the car at nearly XXXX  more than it was actually worth.  XXXX responded she would wait to write the letter until I had spoken with the bank and had that information.\n\nI called Mechanics that afternoon, and spoke with one of their managers.  She was rude, and when I told her the cars value was not close to what the loan had been issued for, told me I was still responsible for paying it because I had signed the forms.  I had not indicated I would not pay the bill, and I told her as much, but reiterated the car could not be worth the value of the loan at the time of purchase, saying both she and I knew there was no way the car had dropped more than XXXX in value in less than 4 months. The agent did not reply. I asked that she send me any documents they had that would establish how the car had been valued. She said they used XXXX XXXX XXXX to value their cars, and their legal department would have to send that to me, then changed her story and said she could email it to me later that day. I also mentioned my payment was late that month because the due date was not at a good time for me, and asked if I could change the date.  She told me that would have to be done online, and directed me to their website.  I hung up and emailed XXXX with what I had learned while I waited for that email- it never came.  I also got on their website and requested a due date change.  A couple of days later, a customer service representative left me a message to call them, which due to my work schedule, I could not do- apparently, they were unable to change my due date, as it remains on XXXX XXXX\n\nA few weeks later, I got online and sent an email to their customer service center, requesting the valuation documents again.  I received an email back saying I would need to call in as I had not provided my account number.  I responded with my account number, but there was no reply.  I have consistently told Mechanics Bank I cannot usually call because of my work schedule.  I also wanted everything in writing, given the nature of what was becoming clear was fraudulent lending.  I also attempted to change the date on one other occasion, but was told that could not be allowed because at that point, the car loan was more than 30 days behind, and they do not allow due date changes on past-due loans.\n\n\nIn XXXX XXXX, during a job transition when I had some time, I contacted XXXX  at XXXX XXXX again, and updated her.  She wrote a letter and sent it to XXXX XXXX, and advised me not to contact the state of Idaho investigations unit (which we thought could investigate fraudulent auto sales) until the windshield was replaced- as she put it, dont give them a heads up on whats coming.  I was contacted by XXXX XXXX in XXXX  around the XXXX if I remember correctly; the receptionist told me they had nothing in their records showing they were required to replace the windshield, but their GM said since Id gone to the trouble of contacting an attorney and having a letter written, they would replace the windshield for me.  This was done XXXX XXXX  There was no mention made of backordered parts, and their service department performed the work.\n\nAt this point, I was so sick of dealing with it, I wondered if it was even worth the trouble of turning this in for investigation, especially if I were able to trade the car as I hoped in XXXX XXXX XXXX XXXX XXXX.  I was working quite a bit at the time, and dealing with a financial set-back that had put me behind on all my bills, so I concentrated on catching up and decided if I could trade the car I would just let it be done.\n\nIn XXXX  I received my car insurance renewal notice from XXXX.  When I transferred my insurance to the new car in XXXX, my premium went up about XXXX a month, and had gone up slighting again at my next renewal in XXXX.  I did not question this, because I assumed the car was in a different class/age group than my previous car precipitating the higher rate.  The December notice contained an XXXX per month increase in premium.  This was unaffordable, so I started researching new insurance.  XXXX  quoted me a rate that was XXXX lower than the renewal rate, so I began the process of moving my policy to XXXX  on XXXX XXXX.  \n\nWhen the agent I was working with entered the VIN number for my Jeep into their system, the premium went up XXXX per month.  Neither I nor the agent could figure out why my rate would increase that much; my driving history is clear and I had only had windshield chip claims in the past XXXX years, but their system said this was due to consumer reports/title issues. He advised me to contact their consumer information provider to see if they could provide me with the information regarding why this had happened.  I called XXXX XXXX, and their agent confirmed I had nothing adverse on my consumer report, however, she noted that in XXXX, when XXXX XXXX had run a quote for me, the information XXXX XXXX provided XXXX XXXX  showed a claim on the car from XXXX XXXX, paid for by XXXX, that was not included in the documents XXXX  had pulled earlier that week.  The agent gave me the claim number through XXXX.  I also contacted the Vehicle Titles department at the DMV and had them check the title as well, but the agent could see no issues with the title, and recommended I do a title search through an online company in case there was an issue she could not see.  At the time I did not have the resources to pay for a search.\n\nWhen I spoke with XXXX  again the next day, the agent and I spoke with someone in their claims department, who looked up the claim and said it was from an accident with around XXXX in repairs on the car had been completed, which to the claims specialist indicated something with the fender, as a fender replacement would fit the price paid out.  He recommended I speak with policy support regarding having the increase removed from my account- he could not understand why I was being penalized for this either- and gave me their number.  I called them the following Monday (that call had been on a Friday), and I was told that if I were in an accident, the car was at risk of costing more to repair because of the earlier damage, thus the policy rate hike was appropriate and would stand.\n\nAt no point did XXXX XXXX inform me of any sort of accident record on the car, though if you know there was fender damage, you can see it on the left side of the car where the fender is a quarter-inch lower than it should be around the headlights.  I assumed the fender looked like this because of the age of the car, and assumed XXXX XXXX would have told me if there had been an accident on the vehicle, as it is my understanding it is fraud to lend money on a vehicle without disclosing the accident.  I spoke with another dealership about trading the car in XXXX XXXX, and they showed me a 30+-page XXXX  report where the accident was reported.  This lowers the value of the car even more- at the time XXXX XXXX XXXX priced it at XXXX.  Because the interest on my loan is front-loaded, I still owed around XXXX on the car at that time, and I could not get a new loan to trade out for a sound vehicle.\n\nI have let Mechanics Bank know that the loan is fraudulent, and that they have, in my opinion, conspired with XXXX XXXX to defraud me out of more than XXXX.  The first agent I told that to was a collections manager who had contacted me to make payment arrangements when my car went 60 days past due (as I mentioned, I had financial problems in XXXX XXXX XXXX, and the loan went past 30-days, something I was able to avoid before that, given the due date was not at a helpful time of the month), I had paid a half-payment on the account and told him I would make a second half-payment before the car hit its next due date, and then give them more money  after rent was paid for the month of XXXX, basically keeping the car at 60 days past due until I could earn more money XXXX  to catch it up again after the payment was due at the beginning of XXXX.  I told him I had turned XXXX XXXX and them into the DMV Investigations unit, and if they worked with me, I would make sure the loan was paid in full, either by trading the car out when I was able or through a settlement with XXXX XXXX which it was my understanding this department of the DMV could assist me with.  \n\nThe account manager said that was not an appropriate payment arrangement, that I should have done my research on the car before I purchased it, and I was responsible for paying it.  The car was repossessed 3 days later.  I attempted to buy a new car, but could not find financing in that situation.   After one week of trying to come up with another solution, my father offered to help me reinstate the loan.  When I called the bank to get an amount for reinstating the loan, they said the car was repossessed because it was 3 months past due.  The agent told me I was XXXX behind (the total it was before I made the last half-payment, including XXXX in fees),  plus the XXXX in fees, another XXXX in reinstatement fees, and that I had a payment coming up the next day on XXXX XXXX, which I could include in the reinstatement amount for a total over XXXX (I cannot recall the exact amount), which my father paid by XXXX  the next day.  This makes no sense, because for my car to be 90 days past due it with the amount she told me, it would have to be including the payment due in XXXX, specifically the one due the day after I spoke to her. After receipt of the reinstatement fees, I called the company that had picked it up to set up a time when I could pick up my car, and was told I would be contacted by their agent in XXXX  to set up an appointment for me to pick it up.  Two days later I still had not heard from him, and the main office told me he had a sick child so he hadnt been able to work.  By Friday, I still had not heard from him, and left another voice mail asking when I could get my car, or I would take legal action.  The following Monday, I got a message that there was an appointment set up for me at XXXX the following day, a week after the reinstatement had been paid, and that I must make that time or extra fees would be incurred.  I finally picked the car up that evening.  I lost 2 weeks of work from this, for a car loan that was not 90 days past due, unless you add in the upcoming payment.\n\nIn XXXX, I underwent XXXX, and during my downtime from that procedure, I called and spoke to an agent requesting a due date change.  The agent inquired why I needed a date change, and when I told her it conflicted with paying rent, she said, OK, Ill approve this.  She said I would receive a document via email to sign, and then the date change could be processed.  I waited for the document, but it did not come that day, and it was another week before I found the email- it had gone to a spam folder.  I immediately signed it and emailed it back, but received another email to call them- apparently by that point the car was past due and the date could not be changed.  I had hoped to keep the account from getting behind by having the due date changed to something I could work with.\n\nThe car broke down several times over last summer, resulting in the payment being behind again because of course I cannot work when the car is broken down, and it is difficult when XXXX  to make extra money to catch up these kinds of larger bills.  Strangely, after the repossession, their collection practices changed.  I no longer got calls as frequently as I had before, and their text system messages me when the account reaches past due.  Their agents no longer respond to emails- in fact, I spoke with one collections manager- XXXX, who was quite helpful- regarding a notice I had received that I was eligible for an extension.  XXXX  said they are unable to respond to emails (I had emailed her about the account a couple of days previously), and yet I have had agents respond to them.  She also said that, though I am eligible for an extension, I cannot get one until the payment is current.  She reaffirmed I cannot change my due date until it is current.  I attempted to contact another collections agent, XXXX, regarding my account when I was able to make 2 payments one month, and asked her if we could process the extension and a due date change before my payment was due 2 days later, which would bring me current.  I did not hear back, not even a call to ask me to contact her.\n\nAs I mentioned earlier, last year, I turned in XXXX XXXX and Mechanics Bank to the DMV investigations unit, who told me a month later they did not have jurisdiction and did not investigate these kinds of claims, despite one of the DMVs CSRs telling me I should call them because they could.  I contacted the Idaho Department of Finance, and was told they had no jurisdiction, however, the Idaho Attorney General would be able to help facilitate a settlement through their Consumer Complaints division.  I submitted my complaint to them last XXXX, and have not heard anything from them.  On doing some research, I was pointed to the Consumer Protection Bureau, so I am hoping for some kind of resolution to this issue now.  In the year since, the XXXX XXXX dealership I worked with has closed, however, I am also submitting this to the FTC so that XXXX XXXX will at least have documentation somewhere that they have committed fraud on a customer.\n\nThe car has developed more problems with brakes and wheels and is, according to mechanics who have inspected it for me, unsafe to drive, though I must because I have to earn some kind of living, and XXXX  is the only thing I can think of that brings in enough money until I can either find a job that will pay expenses, or build up my business to making a profit I can live off.  Until now I have been unable trade it off because I owe too much on it (around XXXX on a car that recent evaluations say is worth XXXX); I am told now that the amount owed after the trade-in value is below XXXX, I may be able to get a loan, so I am hoping this week I can finally get out of it.\n\nI am including the file of paperwork I have submitted to other agencies, some of which relates to the process of buying through XXXX XXXX, and the rest to how the car was valued at different points in this process.  If there is anything else I can provide, I will be happy to do so.","date_sent_to_company":"2024-05-19T22:51:05.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"83651","tags":null,"has_narrative":true,"complaint_id":"9044462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MECHANICS BANK","date_received":"2024-05-19T22:33:47.000Z","state":"ID","company_public_response":null,"sub_issue":"Problem with a trade-in"},"highlight":{"complaint_what_happened":["When I transferred my insurance to the new car in XXXX, my premium went up about XXXX a <em>month</em>, and had gone up slighting again at my next renewal in XXXX.  I did not question this, because I assumed the car was in a different class/age group than my previous car precipitating the higher rate.  The December notice contained an XXXX per <em>month</em> increase in premium.  This was unaffordable, so I <em>started</em> researching new insurance."]},"sort":[9.041112,"9044462"]},{"_index":"complaint-public-v1","_id":"2680977","_score":6.9496994,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Okay just to be clear I have filed complaints since about 7 months ago with every federal, state, local,  house, goveneor, sheriff, chief, representatives and more I had sent out over 5000 emails,  an according t my XXXX bill I had made over 20,000 in the last two months alone. Denial letters from free legal services from missiouri and arkansas, denial from help from victiums of crimes special programs and denial from attorney generals and on and on and on. \n\nOk it kind of a long story it actually starts almost five months ago, lets just say since five months ago we have suffered hacking and scammers, and idenity theft and it was bad for a while we were  and are almosr 7000 in debt just from that alone not including everything on my credit record with is almost 70,000 which I thnk some is my student loans. Well after afew weeks the calmed down a bit.\nWell about a week  a month after that, I had to stop working because of my health being so XXXX so I havent worked in almost 4 months now and still waiting on XXXX to kick it.  \nWell we ended up having to get  another vehicle,  cause of my appointsments and hospital visits it wasnt working out with husbands shedule. And he was goning to lose his job if we kept at it\nSo on XX/XX/XXXX we finally got someone to give us a chance with a truck which my husband used for work sometimes.\nWell that was the first time XXXX XXXX lied to me, when they called me about being approved for sure I was told all we had to do was come and sign the papers and it was going to be XXXX  Dollars Down.  No more than that, I thought thank god,\nWell of course I still had not be released to go back to work yet not sure when I am going back honestly,  my health is XXXX XXXX, andy ways  about  a week of having the truck it started acting up they were very slow to respond abut the issue and it took  almost two weeks for them to actually do something about it.\n\nWell XX/XX/XXXX I told my husband since we were so far in debt with everything with the scamming and hacking that we was not going to have to file for bankcruptcy and I had researched online that we can file for a petition of affirmation of  automatitc stay of assets which would help keep the only assets we had\nWell I went online which since we had got hacked, and scammed and the idenity theft I had set up proxy, vpns, IP addresses,  and emails and everything it was that bad. \n\nWell I was online again looking for free legal help to fill the  paperwork out and were to get the forms from online frokm the district courst of missouri and I filled it all out the waviers for the courts cost and fees and everything else then was told that it  would be filed on XX/XX/XXXX and that afternoon was told go aheaed and send out to the dealerships and in a few days we finish the rest of the procedure and it was gonna cost like XXXX dollars well with me not working I had just got my last check and all  ihad left ws XXXX so I gave him that through online transfer. \n\nSo the next day XX/XX/XXXX at around XXXX we heard a tow truck outside and my husband went to look and their they were taking his truck, we had not received one call, one , text, or email or any notice that this was happening at all.   My husband jumped in my car and drove two hours away to talk to them to see what was going on and when he got there they \n\nTHE FINACE SIDE OF THE COMPANY TOLD HIM HE COULD HAVE THE TRUCK BACK IF HE PAID THEM XXXX FOR TOWING IT.   \nWELL WHY HE WAS OUT THERE I HAD GONE ONLINE AND FILIED OUT COMPLAINTS I KNOW THEY ARE IN THE WRONG FOR DOING THAT. \n\nWELL THAT SAME DAY I TALKED TO THE GM XXXX WHICH TOOK ME 8 TIMES TO GET HIM BECAUSE XXXX I THINK HER NAME WAS OR XXXX KEPT LYING TO ME WHEN I ASKE TO SPEAK TO THE GM SHE SAID SHE WAS AND THAT IS NOT HOW SHE INTRADUCED HERESLF ON THE PHONE WHEN ANSERING PLUS I HAD TALKE D TO HER MANY TIMES BEFORE.\n\nHAD TO GO THROUGH CUSTOMER SERVICE LINE AND ASK FOR GM FINALLY GOT  HIM XXXX\n\nAND HE SAID THAT BECAUSE FO THE COMPLAINTS I HAD SUBMITTED THATS WHY THEY TOOK THE TRUCK AND IT WAS BEING REVIEWED BY THEIR SUPPOSEDLY TEAM OF LEGAL REPRESENTATIVES. \n\nYET THEY TOLD MY HUSBAND THAT THEY RECEIVED THE PAPERS ABOUT THE BANK RUPTCY AND THAT IS THE REASON WHY THEY TOOKT THE TRUCK BACK.\n\nCONFLICTING STORIES THERE,  WELL SINCE THEN I HAVE BEEN ONLINE TRYING TO LEARN HOW TO UPGRADE TO EFILE WELL THAT WAS A WEEK WASTED TO COME AND FIND OUT I CANT WHEN I HAVE DOCUMENTS FROM ONLINE SHOWING AND STATING ON HOW YOU CAN IF YOU REPRESENTING YOURSELF PRO SE\n\nWELL IN THAT TIME THEY BARLY SPOKE TO ME THEY TALKED TO MY HUSBAND THOUGH.  WELL THRUSDAY HE TALKED TO THEM LATE EVENING  AND THEY TOLD HIM THAT IF I DROPPED THE LAWSUIT THAT THEY WOULD RETURN THE TRUCK BACK TO US AND WOULD BE CHARGED FOR THE TOWING\n\nFUNNY THING IS ABOUT THE WHOLE THING I NEVER FILED YET I GOT SOME HELP AND WE WERE HAVING SOMEONE SERVED A DEMAND LETTER WITH ONE OF THE BARGGININGS WAST TO RETURN THE TRUCK.\n\nSO APPARENTLY HE HAS BEEN TALKING TO XXXX, AND XXXX, AND XXXX AT XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX AR. XXXX XXXX\n\nWELL THE NEXT DAY I SENT VIA EMAIL AND ONLINE FAX TO HEADQUARTERS WELL WHAT THEY SHOW ONLINE AS HEADQUARTERS AND SENT TO THE XXXX NUMBER EMAIL EVEN THOUGH IST XXXX AR. XX/XX/XXXX EMAIL AS WELL. \n\n I  WLL ATTACH COPY OF THAT AS WELL, WELL DIDNT HEAR NOTHING AND MY HUSBAND ASKED ME TO CALL THEM SO  I DID STARTING AT XXXX XXXX TILL  ABOUT XXXX AT NIGHT WHEN I CALLED THEY HUNG UP, PUT ME ON HOLD FOREVER AND THEN HANG UP TAKE MESSAGE FOR XXXX AND SAID HE WAS BUSY AND DIDNT EVER CALL BACK AT ALL I CALLED EVERY NAME ON LIST TO CORP. OFFICE IN XXXX, IN AND LEFT MESSAGE STATING I SENT EMAIL EXKPLAING THE REASON WE WAS FILING AND THERE WAS NO LAWSUIT AND THAT ALL WE WANTED WAS WHAT WE ASKED FOR.   THEN  ABOUT XXXX XXXX XXXX FINALLY ANSERED THE DOOR HE \n\nSTATED TO ME HE TEXTED MY HUSBAD THAT MORING AND TOLD HIM THAT HE WOUDLNT KNOW TILL XXXX\nAND THAT HE MIGHT HAVE TO BE PUT INTO ANOTHER VEHICAL NOT THE TRUCK.\n\nNOW, I WAS VERY MAD SINCE FRIDAY I HAVE DONE NOTHING BUT RESEARCH AND RESEARCH AND I FOUND OUT A LOT OF THINGS \n\nWHICH ALL GO AGAINST OUR CIVIL RIGHTS, AND POOR WORK ETHICS ON THEIR POINT OF VEIW, \nNOW THEY TOLD MY HUSBAND THAT THE ONLY HE COULD HAVE HIS THINGS OUT OF THE CAR WAS TO GIVE BACK THE OTHER KEY .\n\nWELL LIKE I SAID I HVE RESEARCHED XX/XX/XXXX, XXXX XXXX AND I HAVE FOUND OUT A LOT ABOUT THIS COMPANY AND I ALSO HAVE AT LEAST OVER 25000 DOWNLOADS OF MISSIOURI,  ARKANSAS, AND XXXX  LAWS ON CIVIL RIGHS, CIVIL RIGHTS AND AUTOMOBILES AND CIVIL RIGHT AND REPOSSIONS AS WELL.\n\nI HAVE OVER 100 TABS SAVED ON PHONE AND LAPTOP AND DOCUMENTS ABOUIT THIS COMPANY, MANY LAWSUITS AND LOTS OF UNFAIR PRACTICES AND AND REPOSSESIONS AND MORE, \n\nI WILL ONLY SEND CERTAIN THINGS PRETAING TO THIS MOSTLY .\n\nEverything here I have got off their websites, contracts  as employees, share holders,  and more mainly going to focus on the problem at hand and I have read and downloaded all the law archives from Missouri, Arkansas, Indianan. I have read and downloaded the laws pertaining to civil rights, repossession and arbritaration laws as well and I  have downloaded the Byrider Franchising hand book 0n how they are to run the the XXXX XXXX XXXX XXXX stores the chains of commands policy they are to follow and more and I also have clips of the contract as well\nWHICH THE CONTRACT AND THEIR POLICYS CONTRADICT THEMSELVES AND THEY DID NOT FOLLOW ANY OF THE PROCEDURES ON CONTRACT OR HANDBOOK. Portioning to this mess.\n\nLike I mentioned before we were victims of crime again which was reported but of course due to lack of man power which was lied. XXXX  police officer said and time and no leads  cant do much about that problem at all, but the company XXXX XXXX would not even hear our story or didnt take any compassion to our situations.\n\n\nLISTED BELOW IS EVERYONE I HAD CALLED AND LEFT MESSAGES AND EMAILED AND FAXED LETTERS TO SEE ABOUT GETTING THIS CLEARED UP WITH OF COURSE NO RESPONSE FROM ANY OF THE MEMBERS WAS TOLD BY THE  EMPLOYEES OUT OF XXXX AR. XXXX XXXX THEY WERE NOT ALLOWED TO SPEAK TO US YET THEY CONTINUED COMMUICATION WITH MY HUSBAND NOT MUCH BUT MORE SO HIM THEN ME AND I AM THE BUYER\n\nSO ONLINE WHEN YOU LOOK UP MAIN HEADQUARTERS FOR XXXX XXXX THIS IS WHAT COMES UP //.\n\nXXXX XXXX\t\t\t\t\tAKA----XXXX \n\nXXXX AR XXXX XXXX XXXX XXXX XXXX XXXX\n\n\nXXXX XXXX XXXX HEADQUARTERS              AFTER YOU REWORD THINGS COMES UP\nXXXX XXXX XXXX XXXX XXXX IN XXXX\nPhone--XXXX XXXX XXXX\nFax--XXXX XXXX XXXX\nEmail--XXXX\n\nSO THE WEBSITE IT GIVES A LIST OF NAMES OF SUPPOSEDLY THE PEOPLE RUNNING THIS LOCATION::\nXXXX XXXX PRESIDENT-- LEFT 6 MESSAGES ON VOICEMAIL, XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX\n\nXXXX XXXX--CONSUMER AFFAIRS SPECIALIST ( WHICH THAT IS WHAT I WAS TOLD WHO I NEEDED TO SPEAK WITH)---XX/XX/XXXX    LEFT 15 VOICE MAILS\n\nXXXX XXXX--DIRCTOR OF SALES--XX/XX/XXXX  LEFT 8 MESSAGES\n\nXXXX XXXX XXXX-- XX/XX/XXXX  LEFT 4 VOICEMAILS\n\nXXXX XXXX-- LEFT 4 VOICEMAILS XX/XX/XXXX \nXXXX XXXX--XX/XX/XXXX LEFT 3 VOICEMAILS XXXX XXXX XXXX--XX/XX/XXXX LEFT 3 VOICEMAILS\n\nXXXX  XXXX--XX/XX/XXXX LEFT 5 VOICEMAILS XXXX XXXX--XX/XX/XXXX  LEFT 2 VOICEMAILS\n\nXXXX XXXX XXXX XXXX--XX/XX/XXXX  LEFT 6 VOICEMAILS\n\nSUPPOSEDLY EMAIL FOR OFFICE IS ----XXXX  WHICH GOES TO XXXX AR.   AND CUSTOMER SERVICE EMAIL IS XXXX\nWHICH IM SURE GOES TO XXXX AR. LOCATION AS WELL\n\nTHAT WAS ALL DAY SATURDAY I TRIED CALLING CORP OFFICE AND ONLY SENT OUT ONCE THE EMAIL TO THE EMAILS ON WEBSITES AND FAXED TO THE FAX NUMBERS AS WELL\n\nXXXX \nXXXX AR XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX I THINK HE A GM XXXX XXXX XXXX XXXX AND I THINK XXXX\n\nHAVE ALL SAID DIFFERENT STORIES TO ME WHEN AND IF THEY ANSWERED OR TOOK MY CALLS \n\nAND HAD TOLD MY HUSBAND MANY DIFFERENT STORIES AS WELL VERY CONFLICTING STORIES\n\n\n\nWELL I FOUND OUT\nXXXX CUSTOMER SERVICE IS LINKED TO BOTH PLACES AND TRANSFERS CALLS ONLY TO XXXX AR   I CALLED THEM 25 TIMES  XXXX\n\nSO I WAS MAD, MY HUSBAND WAS MAD CAUSE THEY KEEP LYING TO US AND TELLING US DIFFERENT STORIES.. SO I DID DIGGING AROUND ON EACH PERSON AND THE COMPANY ITSELF AND I DOWNLOAD ALL PUBLIC ARCHIEVES  OF THE LAWS FOR CONSUMERS AND BUSINESS AND ARBRITRATION LAWS AS WELL AND I WIL COPY AND PASTE WHAT I HAD SEND LINKS DOCUMENTS AND PICTURES TO BACK UP MY FINDINGS \n\nAND I ALSO CAME ACROSS THEIR FRANCISHING HAND BOOK ON HOW THEY ARE TO RUN THEIR BUSINESS AND HOW THEY TARGET PEOPLE WHO ARE FINIANCALLLY UNSTABLE AND LIE TO THEM AND CHARGING HOW MUCH INTERSET THEY WANT NO MORE THOUGH THAN  35% AND MORE I HAVE DOWNLOAD COMPLAINTS OF THINGS THEY HAVE DONE SIMILAR TO THIS AND NO BODY REALLY DONE MUCH\n\nI AM REQUESTING TWO THINGS AT THIS TIME\n\nFRIST IS THE TRUCK BACK WITH TITLE NO MORE LEASE AT ALL OR NEW TRUCK \n\nSECOND AND I WONT THIS IS A SUIT BROUGHT ON THEM AS WELL OR BEING DECEITFUL AND MISLEADING AND BREAKING LAWS AND MORE BAD BUSINESS JUDGEMENTS AS WELL.\n\nSO WHEN YOU XXXX XXXX  HEADDQUARTERS IT COMES UP XXXX IN AND THAT I FOUND LIKE I SAID GOES ROUTED TO XXXX  AR,\n\nI HAVE A PICTURE OF THAT, WHEN YOU ENTER THE WEBSITE AND PICK A LOCATON AND CHOOSE INDIANA  WELLL XXXX  IN LOCATION DONT COME UP HAVE PICTURE AS WELL.\n\n\nLIKE I SAID I DID A LOT OF DIGGING AROUND ON THESE PEOPLE I ACTUALLY HAVE HOME ADDRESSESS AND PHONE NMBERS HOME ONES AND CELLS AND SOCIAL MEDIA WEBSITES THEY CONNECTED TO AS WELL AND MUCH  MORE FAKE WEBSITES, NUMBERS GENERATED TO FULL CONSUMERS INTO BELIVING THEY CALLING CUSTOMER SERVICE BUT NOT THEY JUST CALLING THE STORE THEY HAVING A PROBLEM WITH AND GET TRANSFERRED AROUND FOUND ALSO THAT IF YOU GO TO \n\nXXXX---DIRECT WEBSITE AND MAKE A PAYMENT AND THEY DONT TELL YOU THIS AND I DONT TRUST IT AT ALL SO I DIDNT MAKE A PAYMENT IT TAKES YOU TO A THIRD PARTY WEBSITE NOT EVEN CALLED XXXX OR ANYTHING TO DO WITH XXXX WEBSITES.\n\nALSO FOUND OUT THAT XXXX XXXX IS NOT REGISTERED WITH THE FEDERAL BANK RESERVERS I CHECKED NOT ON THERE NOR IS BYRIDER OR XXXX OR SOME OF THE OTHER NAMES I TRIED TO ENTER AS WELL\n\nI WILL SUBMIT THAT ALL AS WELL. THEY ARE APPARENTLY REGISTERED AND IN.GOV WITH 4 DIFFERENT NUMBERS AS WELL AND DIFFERENT ADDRESSES AND NAMES AND CONTACTS WHICH I DID TRY TO REACH OUT TO AND NOTHING I WILL ATTACH ALL THAT AS WELL.  \n\n XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL, XXXX----XXXX XXXX, XXXX XXXX (State or Other Jurisdiction of Incorporation or Organization)   XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX (Address of Principal Executive Offices, Including Zip Code) (XXXX) XXXX (Registrants Telephone Number, Including Area Code)    XXXX XXXX \n\n\nTHIS RIGHT HERE HIS JUST ONE OF THE REGISTRATION NUMBERS THEY HAVE NOT TO THE ADDRESS THAT THEY SAY IS CORP OFFICE HEADQUARTES DONT EVEN MATCH UP\n\nXXXX XXXX XXXX XXXX XXXX. is an entity registered at Indiana with company number XXXX. Company is incorporated onXX/XX/XXXX. Current status of the company is Merged. The company's agentis XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, IN, XXXX - XXXX, USA The company's secretaryis XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA The company's presidentis XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA\nCompany information\n\nFrom  \n\n\nXXXX XXXX XXXX XXXX XXXX IS THE SERVING AGENT WHOM I WOULD LIKE SERVED AND EVERYONE ELSE SERVED AS WELL THEY ALL LIE \n\nAgent\nName\tXXXX XXXX XXXX\nAddress\tXXXX XXXX XXXX., XXXX, IN, XXXX - XXXX, USA\nSecretary\nName\tXXXX XXXX XXXX\nAddress\tXXXX XXXX XXXX XXXX, XXXX, IN, XXXX, USA\nP\n\nFrom  \n\n\nTHIS IS FROM PAGE 9 TABLE OF CONTENTS REVIEW \n\nThe Company utilizes its Loss Prevention and Recovery Department (the LPR) to perform on-site audits of branch compliance with \nCompany underwriting guidelines. XXXX audits Company branches on a schedule that is variable depending on the size of the branch, length of \ntime a branch has been open, current tenure of the Branch Manager, previous branch audit score and current and historical branch profitability. \nXXXX reports directly to the Accounting and Administrative Management of the Company. The Company believes that an independent review \nand audit of its branches that is not tied to the sales function of the Company is imperative in order to assure the information obtained is \nimpartial.  \n\nTHIS IS FROM PAGE 9 AS WELL CALLED MONITORING AND ENFORCEMENT OF CONTRACTS\n\nThe Companys Management Information Services personnel maintain a number of reports to monitor compliance by customers with their \nobligations under Contracts and direct loans made by the Company. These reports may be accessed on a real-time basis throughout the \nCompany by management personnel, including Branch Managers and staff, at computer terminals located in the main office and each branch \noffice. These reports include delinquency aging reports, customer promises reports, vehicle information reports, purchase reports, dealer \nanalysis reports, static pool reports, and repossession reports.  \nA delinquency report is an aging report that provides basic information regarding each account and indicates accounts that are past due. The \nreport includes information such as the account number, address of the customer, home and work phone numbers of the customer, original term \nof the Contract, number of remaining payments, outstanding balance, due dates, date of last payment, number of days past due, scheduled \npayment amount, amount of last payment, total past due, and special payment arrangements or agreements.  \nAny account that is less than 120 days old is included on the delinquency report on the first day that the Contract is contractually past due. \nOnce an account becomes 30 days past due, repossession proceedings are implemented unless the customer provides the Company with an \nacceptable explanation for the delinquency and displays a willingness and the ability to make the payment, and commits to a plan to return the \naccount to current status. When an account is 60 days past due, the Company ceases recognition of income on the Contract and repossession \nproceedings are initiated. At 120 days delinquent, if the vehicle has not yet been repossessed, the account is written off. Once a vehicle has \nbeen repossessed, the related loan balance no longer appears on the delinquency report. Instead, the vehicle appears on the Companys \nrepossession report and is sold, either at auction or to an automobile dealer.  \n\nWhen an account becomes delinquent, the Company immediately contacts the customer to determine the reason for the delinquency and to \ndetermine if appropriate arrangements for payment can be made. If payment arrangements acceptable to the Company can be made, the \ninformation is entered in its database and is used to generate a Promises Report, which is utilized by the Companys collection staff for \naccount follow up.  \n\nThe Company prepares a repossession report that provides information regarding repossessed vehicles and aids the Company in disposing of \nrepossessed vehicles. In addition to information regarding the customer, this report provides information regarding the date of repossession, \ndate the vehicle was sold, number of days it was held in inventory prior to sale, year, make and model of the vehicle, mileage, payoff amount \non the Contract, XXXX book value, XXXX XXXX value, suggested sale price, location of the vehicle, original dealer and condition of the \nvehicle, as well as notes other information that may be helpful to the Company.  \nThe Company also prepares a dealer analysis report that provides information regarding each dealer from which it purchases Contracts. This \nreport allows the Company to analyze the volume of business done with each dealer and the terms on which it has purchased Contracts from \nsuch dealer.  \n\nThe Companys policy is to aggressively pursue legal remedies to collect deficiencies from customers. Oral requests for payment are made \nbeginning when an account becomes 11 days delinquent. When an account becomes 30 days delinquent and the customer has not made \npayment arrangements acceptable to the Company or has failed to respond to the requests for payment, a repossession request form is prepared \nby the responsible branch office employee for approval by the Branch Manager for the vicinity in which the borrower lives. Once the \nrepossession request has been approved, first by the Branch Manager and second by the applicable District  \n   \n\n\nTHIS STATES HOW ANYONE IN THE COMPANY CAN ACCESS ALL INFORMATION ALTER INFORMATION BASICALLY DO WHATEVER THEY WANT, NOT PRIVACY \n\nComputerized Information System  \nThe Company utilizes integrated computer systems developed by XXXX to assist in responding to customer inquiries and to monitor the \nperformance of its Contract and direct loan portfolio and the performance of individual customers under Contracts. All Company personnel are \nprovided with real-time access to information from a single shared database. The Company has created specialized programs to automate the \ntracking of Contracts and direct loans from inception. The Companys computer network encompasses both its corporate headquarters and its \nbranch office locations. See Monitoring and Enforcement of Contracts above for a summary of the different reports prepared by the \n\n\n\n\nTHIS THEY VIOLADATED AS WELL  FALSE IMPLICATIONS  PAGE 11\n\n Fair Debt Collection Practices Act. The Fair Debt Collection Practices Act (FDCPA) and applicable state law counterparts \nprohibit the Company from contacting customers during certain times and at certain places, from using certain threatening practices \nand from making false implications when attempting to collect a debt.  \n  \n\nNO PRIVACY WITH INTERGRATED DATABASE BUT IT SAYS THEY HAVE TO KEEP OUR STUFF PRIVATE THEY DONT PAGE 11 AS WELL\n\n Fair Debt Collection Practices Act. The Fair Debt Collection Practices Act (FDCPA) and applicable state law counterparts \nprohibit the Company from contacting customers during certain times and at certain places, from using certain threatening practices \nand from making false implications when attempting to collect a debt.  \n  \n\nSTATES THEY MAY NOT INTERFER  PAGE 12\n\nBankruptcy. Federal bankruptcy and related state laws may interfere with or affect the Companys ability to recover collateral or \nenforce a deficiency judgment.  \n\n\nNEXT IS ABOUT HOW EMPLOYESS ARE TO HANDLE THINGS AND WHO HANDLES THEM AND THE PROCDURES AND THE DO AND DONTS  ASLO PAGE 12, 13, 14, 15 ,16.17:::IPAGE 14 STATES THAT AS SOON AS THEY REPOSSES A VEHICLE ITS TOOK TO AUTION RIGHT AWAY\n\n\nThe auction proceeds we receive from the sale of repossessed vehicles and other recoveries are subject to fluctuation due to economic \nand other factors beyond our control.  \nIf we repossess a vehicle securing a Contract, we typically have it transported to an automobile auction for sale. Auction proceeds from the sale \nof repossessed vehicles and other recoveries are usually not sufficient to cover the outstanding balance of the Contract, and the resulting \ndeficiency is charged off. In addition, there is, on average, approximately a 30-day lapse between the time we repossess a vehicle and the time \nit is sold by a dealer or at auction. The proceeds we receive from such sales depend upon various factors, including the supply of, and demand \nfor, used vehicles at the time of sale. Such supply and demand are dependent on many  \n   \nHERE IT STATES WRONGFUL REPOSSETIONS, BANRUPTCY VIOLATOINS AND MORE\n\nWe are subject to risks associated with litigation.  \nAs a consumer finance company, we are subject to various consumer claims and litigation seeking damages and statutory penalties, based \nupon, among other things:  \n   \n   \n   \n   \n   \n   \n   \n   \n   \n12  \n   \n  usury laws;  \n   \n  disclosure inaccuracies;  \n   \n  wrongful repossession;  \n   \n  violations of bankruptcy stay provisions;  \n   \n  certificate of title disputes;  \n   \n  fraud;  \n   \n  breach of contract; and  \n   \n  discriminatory treatment of credit applicants.  \n\n\nSome litigation against us could take the form of class action complaints by consumers. As the assignee of Contracts originated by dealers, we \nmay also be named as a co-defendant in lawsuits filed by consumers principally against dealers. The damages and penalties claimed by \nconsumers in these types of actions can be substantial. The relief requested by the plaintiffs varies but may include requests for compensatory, \nstatutory and punitive damages. We also are periodically subject to other kinds of litigation typically experienced by businesses such as ours, \nincluding employment disputes and breach of contract claims. No assurances can be given that we will not experience material financial losses \nin the future as a result of litigation or other legal proceedings.  \n\nPAGES 17-21 SAYS THE HAVE TO PRACTICE PROPER COLLECTION POLICES WHICH THEY DID NOT::\n  licensing requirements;  \n  requirements for maintenance of proper records;  \n  payment of required fees to certain states;  \n  maximum interest rates that may be charged on loans to finance new and used vehicles;  \n  debt collection practices;  \n  proper disclosure to customers regarding financing terms;  \n  privacy regarding certain customer data;  \n  interest rates on loans to customers;  \n  telephone solicitation of direct loan customers; and  \n  collection of debts from loan customers who have filed bankruptcy.  \n\n\nAGAIN ON PAGE 18  INTERGRATED DATABASE\n\nWe may experience problems with our integrated computer systems or be unable to keep pace with developments in technology.  \nWe use various technologies in our business, including telecommunication, data processing, and integrated computer systems. Technology \nchanges rapidly. Our ability to compete successfully with other financing companies may depend on our ability to efficiently and cost-\neffectively implement technological changes. Moreover, to keep pace with our competitors, we may be required to invest in technological \nchanges that do not necessarily improve our profitability.  \nWe utilize integrated computer systems to respond to customer inquiries and to monitor the performance of our Contract and direct loan \nportfolios and the performance of individual customers under our Contracts and direct loans. Problems with our systems operations could \nadversely impact our ability to monitor our portfolios or collect amounts due under our Contracts and direct loans, which could have a material \nadverse effect on our financial condition and results of operations. \n\n\nOKAY THIS ON PAGE 97 OF THEIR POLICY HANDBOOK CALLED GOVERNING LAW.\n\n16. GOVERNING LAW.  \n(a) The validity, interpretation, construction and performance of this Agreement shall be governed by the internal laws of the State \nof Florida, except that Section 16(b) shall be construed in accordance with the Federal Arbitration Act if arbitration is chosen by the Employee \nas the method of dispute resolution.  \n(b) Any dispute arising out of this Agreement shall, at the Employees election, be determined by either (i) arbitration under the \nrules of the American Arbitration Association then in effect (but subject to any evidentiary standards set forth in this Agreement), in which \nboth parties shall be bound by the arbitration award, or (ii) by litigation. Whether the dispute is to be settled by arbitration or litigation, the \nvenue for the arbitration or litigation shall be Tampa, Florida. The parties consent to personal jurisdiction in each trial court in the selected \nvenue having subject matter jurisdiction notwithstanding their residence or situs, and each party irrevocably consents to service of process in \nthe manner provided hereunder for the giving of notices.  \n\n\n  \n(b) Any dispute arising out of this Agreement shall, at the Employees election, be determined by either (i) arbitration under the \nrules of the American Arbitration Association then in effect (but subject to any evidentiary standards set forth in this Agreement), in which \nboth parties shall be bound by the arbitration award, or (ii) by litigation. Whether the dispute is to be settled by arbitration or litigation, the \nvenue for the arbitration or litigation shall be Tampa, Florida. The parties consent to personal jurisdiction in each trial court in the selected \nvenue having subject matter jurisdiction notwithstanding their residence or situs, and each party irrevocably consents to service of process in \nthe manner provided hereunder for the giving of notices.\n\nTHESE NEXT FEW PAGES 115 10 125 ARE THE AUTOMOBILE DEALER RETAIL AGREEMENT PLANS:::\n\nThe undersigned Dealer proposes to sell to the undersigned XXXX XXXX XXXX. (XXXX), from time to time, Promissory Notes, Security \nAgreements, Retail Installment contracts, Conditional Sales Contracts, or other instruments hereinafter referred to as Contracts, evidencing \ninstallment payment obligations owing Dealer arising from the time sale of motor vehicle(s) and secured by such Contracts. It is understood \nthat XXXX shall have the sole discretion to determine which Contracts it will purchase from Dealer.  \n   \nIndemnity : As a separate and cumulative obligation, Dealer shall defend and hold XXXX harmless from any and all claims, defenses, \noffsets, damages, suits, administrative or other proceedings, cost (including reasonable attorneys fees), expenses, losses, and liabilities. \n(Collectively Claims) arising out of connected with or relating to the Contract or the goods or services sold there under. Timing of \nindemnification is within 7 days of demand by XXXX. \n\nXXXX XXXX XXXX. (hereinafter referred to as XXXX XXXX XXXX. or the Company) requires ethical conduct in the practice of \nfinancial management in all aspects of business activities.  \nThe XXXX XXXX XXXX. Code of Ethical Conduct for Financial Managers applies to all senior officers serving in a financial role. The Chief \nExecutive Officer, Chief Financial Officer and Controller, as well as certain other senior financial officers, hold an elevated role in corporate \ngovernance and are expected to act in accordance with the highest standards of personal and professional integrity, to comply with all \napplicable laws, rules, and regulations, to preserve and protect shareholders interests, and to abide by the XXXX XXXX XXXX. Code of \nBusiness Conduct and Ethics and other policies and procedures adopted by XXXX XXXX XXXX. that govern the conduct of its employees. \nThis Code of Ethical Conduct is intended to supplement the XXXX XXXX XXXX. Code of Business Conduct and Ethics.  \nAs the Chief Executive Officer, Chief Financial Officer, Controller, or other senior financial officer, I certify to you that I adhere to and \nadvocate the following principles governing my professional and ethical conduct in the fulfillment of my responsibilities. I agree to:  \n   \n  a. Comply with the Companys internal policies and procedures; \nb. Act at all times in accordance with the Companys Code of Business Conduct and Ethics which has been provided to me and with \nwhich I will comply; \nc. Engage in and promote honesty, integrity and ethical conduct, including the ethical handling of actual or apparent conflicts of \ninterest between personal and professional relationships; \nd. Provide accurate, complete, objective, timely and understandable financial disclosures in regards to internal reports as well as \nd\ndocuments filed or submitted to the Securities and Exchange Commission, any governmental, private or public regulatory agency, \nor used in public communications; \ne. Comply with applicable federal, state, provincial, and/or local governmental laws, rules and regulations, as well as appropriate \nprivate and public regulatory agencies; \nf. Respect the confidentiality of information acquired in the course of performing my work responsibilities except when authorized or \notherwise legally obligated to disclose such information; \ng. Act in good faith, responsibly, with due care, competence and diligence, without misrepresenting or omitting material facts or \nallowing my independent judgment to be compromised; \n  h. Avoid using confidential information acquired in the course of performing my job responsibilities for personal advantage; \n\n\nTHEY HAVE FIVE PAGES OF DEALERSHIPS THEY GET THERE CARS FROM PAGES ON PAGES ON HOW THEY KEEP FROM PAYING TAXES AND GET EXTRA MONEY THEY ARE CROOKS AND THEY ARE ALL THROUGH ONE MAIN GUY XXXX XXXX XXXX.  \n\nXXXX IS NOT EVEN A REAL BANK THEY GET THEIR MONEY FROM OTHER PLACES\nTHEY STOLE FROM US\n\n\nTHE MAIN STORES COMPANYS WE HAVING ISSUES WITH WILL BE LISTED FIRST ALL THE REST ARE POSSIBLE PLACES WHERE SUPPOSEDLY THEY ARE WHICH ONLINE AND ON SOME OF THEIR WEBSITES THEY ARE LISTED ON ONE OF THE TWO ADDRESSES LISTED FIRST.    ALSO NAMES OF SOME OF THE ASSOCIATES THAT WERE THE MAIN ISSUE ARE LOCATED AT THE XXXX AR LOCATION,  THE ONES TO INDIANA ARE NOT EVEN AT THAT LOCATION I FOUND OUT\n\nXXXX XXXX\nXXXX XXXX XXXX XXXX XXXX AR XXXX\nXXXX\n\nTHE FOLLOWING PEOPLE WHO DID THIS AND HAVE NOT CONTACTED US LIED TO US AND REFUSED TO TALK TO US AND TOLD US","date_sent_to_company":"2017-09-21T19:11:20.000Z","issue":"Struggling to pay your loan","sub_product":"Lease","zip_code":"65616","tags":"Servicemember","has_narrative":true,"complaint_id":"2680977","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Byrider Franchising, LLC","date_received":"2017-09-21T16:54:45.000Z","state":"MO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["Ok it kind of a long story it actually <em>starts</em> almost five <em>months</em> ago, lets just say since five <em>months</em> ago we have suffered hacking and scammers, and idenity theft and it was bad for a while we were  and are almosr 7000 in debt just from that alone not including everything on my credit record with is almost 70,000 which I thnk some is my student loans. Well after afew weeks the calmed down a bit."]},"sort":[6.9496994,"2680977"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":8,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":8}]}},"product":{"doc_count":8,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lease","doc_count":1},{"key":"Loan","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile or digital wallet","doc_count":1}]}},{"key":"Prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile wallet","doc_count":1}]}}]}},"issue":{"doc_count":8,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Struggling to pay mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure","doc_count":1}]}},{"key":"Getting a loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a trade-in","doc_count":1}]}},{"key":"Managing, opening, or closing account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing, opening, or closing your mobile wallet account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1}]}},{"key":"Struggling to pay your loan","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lender trying to repossess or disable the vehicle","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":8,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":8}]}},"company_response":{"doc_count":8,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":7},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":8,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":8}]}},"company":{"doc_count":8,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":2},{"key":"Byrider Franchising, LLC","doc_count":1},{"key":"Fay Servicing, LLC","doc_count":1},{"key":"MECHANICS BANK","doc_count":1},{"key":"Paypal Holdings, Inc","doc_count":1},{"key":"Selene Holdings LLC","doc_count":1},{"key":"U.S. BANCORP","doc_count":1}]}},"state":{"doc_count":8,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":1},{"key":"CO","doc_count":1},{"key":"GA","doc_count":1},{"key":"ID","doc_count":1},{"key":"MO","doc_count":1},{"key":"NJ","doc_count":1},{"key":"OR","doc_count":1},{"key":"PA","doc_count":1}]}},"company_public_response":{"doc_count":8,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":3},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":1}]}},"tags":{"doc_count":8,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}