{"took":89,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":44,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6650276","_score":23.070005,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Im just now understanding the adult world because Im mentally exhausted trying to fix my credit since Im not the most super smartest person because I wasnt taught how to manage my credit and consumer.. I need these account removed or deleted Repos Credit cards Credit repair services Credit reports and other personal consumer reports Debt collection Payday loans Personal loans like installment and title loans Prepaid cards Student loans Vehicle loans or leases","date_sent_to_company":"2023-03-06T01:16:09.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"43206","tags":null,"has_narrative":true,"complaint_id":"6650276","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2023-03-06T00:26:27.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Im just now understanding the adult world because Im mentally exhausted trying to fix my credit since Im not the most super smartest person because I wasnt taught how to <em>manage</em> my credit and consumer.. I need these account removed or deleted Repos Credit cards Credit repair services Credit reports and other personal consumer reports Debt collection Payday <em>loans</em> Personal <em>loans</em> like installment and title <em>loans</em> Prepaid cards Student <em>loans</em> <em>Vehicle</em> <em>loans</em> or <em>leases</em>"]},"sort":[23.070005,"6650276"]},{"_index":"complaint-public-v1","_id":"2418170","_score":22.552313,"_source":{"product":"Consumer Loan","complaint_what_happened":"I had a loan out with Citizens One Auto Finance for my XX/XX/XXXX XXXX XXXX when I was in XXXX. I paid off the loan and received a payoff statement from the bank dated XXXX XXXX, XX/XX/XXXX. The VIN # on this vehicle is XXXX and the account # is XXXX. \nOn XXXX XXXX I went to the XXXX to get plates for my truck as I permanently move to XXXX XXXX XXXX, XXXX to address on front of this paper. I sent my XXXX plates back to the XXXX in XXXX, With XXXX auto insurance in hand, title, and payoff letter from this bank, the XXXX would NOT issue me plates dues to no signature sign off on the payoff letter. \nProduct Vehicle loan Issue Managing the loan or lease","date_sent_to_company":"2017-04-04T17:10:33.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle loan","zip_code":"327XX","tags":null,"has_narrative":true,"complaint_id":"2418170","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2017-04-04T14:28:01.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Product <em>Vehicle</em> <em>loan</em> Issue <em>Managing</em> the <em>loan</em> or <em>lease</em>"],"product":["Consumer <em>Loan</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Vehicle</em> <em>loan</em>"]},"sort":[22.552313,"2418170"]},{"_index":"complaint-public-v1","_id":"5762229","_score":22.135277,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Date received : XX/XX/XXXX Consumer 's state : AZ Product Vehicle loan or lease Sub-product : Loan Issue Managing the loan or lease Sub-issue : Billing problem Consumer Complaint Narrative I paid my normal monthly payment of { {$650.00} } on about XX/XX/XXXX but KIA Motors Finance has refused to credit my account to this day despite my many attempts by phone, email and first class mail. This has caused my credit to be bad. KIA sent me a confirmation letter verifying this payment through XXXX XXXX. KIA REPOSSESSED MY CAR WHILE I OWED ONE \" LATE '' PAYMENT THAT SHOULD HAVE BEEN TAKEN CARE OF BY THIS $ $ XXXX","date_sent_to_company":"2022-07-12T20:11:24.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"859XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5762229","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2022-07-12T19:39:33.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["Date received : XX/XX/XXXX Consumer 's state : AZ Product <em>Vehicle</em> <em>loan</em> or <em>lease</em> Sub-product : <em>Loan</em> Issue <em>Managing</em> the <em>loan</em> or <em>lease</em> Sub-issue : Billing problem Consumer Complaint Narrative I paid my normal monthly payment of { {$650.00} } on about XX/XX/XXXX but KIA Motors Finance has refused to credit my account to this day despite my many attempts by phone, email and first class mail. This has caused my credit to be bad."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Loan</em>"]},"sort":[22.135277,"5762229"]},{"_index":"complaint-public-v1","_id":"21211987","_score":21.786345,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Complaint Regarding Lack of Proper Notification of Loan Servicing Transfer and Resulting Financial Harm I am submitting this complaint regarding XXXX and Ally Banks handling of my vehicle lease and loan servicing, which has caused me significant financial harm and damage to my credit. \n\nI initially leased a XXXX vehicle from XXXX to XXXX. During this lease, XXXX managed all aspects of the lease through their app, including payment of the lease, XXXX insurance, and charging costs. I made all payments on time and had no issues or missed payments. \n\nWhen my first lease ended, I began a new lease with XXXX around XX/XX/XXXX. As in the previous lease, I submitted my down payment through the XXXX app and maintained my banking information there for all related payments, including XXXX insurance, vehicle charging, and accessory purchases. \n\nHowever, XXXX failed to inform me that with this new lease, the loan servicing would now be transferred to Ally Bank. XXXX collected my down payment via the app and forwarded it to Ally Bank without providing me any written or verbal notification about this transfer or about any new payment portal or account I would need to set up with Ally Bank. \n\nDespite having my correct phone numberTesla had contacted me repeatedly by phone in the past during my first lease to encourage me to renewI received no personal calls or direct communication regarding the loan servicing transfer. Ally Bank claims they mailed notifications to my address, but I was never made aware of these mails. If I had not been notified properly of the loan transfer, how could I have known to take those mails seriously or to distinguish them from marketing materials? \n\nOver the next three months, I did not know I had any account with Ally Bank and never created an online account with them or made any payments directly to Ally. Ally Bank informed me that they tried to reach me through automated calls ( robocalls ). However, due to my phone providers spam filtering ( XXXX ), these automated calls were blocked and never reached me. I confirmed with Ally customer service that these robocalls were their only attempt to contact me about missed payments. \n\nAfter three missed paymentsmy first three payments under Allys servicingthe vehicle was repossessed without any direct prior warning that I was late or who the servicer was. This repossession has severely damaged my credit report, and as a result, I am currently unable to lease another vehicle. While I have maintained the XXXX lease to current payments, and paid the repossession costs, this car was leased for my son. My car was recently rear-ended and deemed a total loss, but due to this damage to my credit, I am unable to lease a car for myself and for the last month made multiple attempts to lease a vehicle with no luck due to this on my credit. \n\nI have attempted to contact Ally Bank several times to resolve this issue, but I have not received any meaningful response or assistance. XXXX has not provided any communication or support regarding this situation either. \n\nI request that the Consumer Financial Protection Bureau investigate this matter as it appears XXXX and Ally Bank failed to notify me adequately of the loan servicing transfer, resulting in missed payments, repossession, and significant financial and credit harm.","date_sent_to_company":"2026-04-14T03:44:07.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"911XX","tags":null,"has_narrative":true,"complaint_id":"21211987","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2026-04-14T02:36:02.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Complaint Regarding Lack of Proper Notification of <em>Loan</em> Servicing Transfer and Resulting Financial Harm I am submitting this complaint regarding XXXX and Ally Banks handling of my <em>vehicle</em> <em>lease</em> and <em>loan</em> servicing, which has caused me significant financial harm and damage to my credit. \n\nI initially <em>leased</em> a XXXX <em>vehicle</em> from XXXX to XXXX. During this <em>lease</em>, XXXX <em>managed</em> all aspects of the <em>lease</em> through their app, including payment of the <em>lease</em>, XXXX insurance, and charging costs."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["<em>Loan</em> sold or transferred to another company"]},"sort":[21.786345,"21211987"]},{"_index":"complaint-public-v1","_id":"4522780","_score":20.383408,"_source":{"product":"Debt collection","complaint_what_happened":"Wells Fargo Auto, please refer to this complaint which has to do within your company. I have submitted a couple of complaints to the FTC and NC AG. I also called Wells Fargo Auto this day and was told about third deferment. \n\n\n\n\n\n\nYour complaints XXXX XXXX XXXX XXXX Loan Struggling to pay your loan WELLS FARGO XX/XX/2021 Open Sent to Company XXXX XXXX XXXX XXXX Loan Managing the loan or lease WELLS FARGO XX/XX/2021 Closed Company responded XXXX XXXX XXXX XXXX Title loan Loan payment wasn't credited to your account WELLS FARGO XX/XX/2021 Closed Company responded XXXX XXXX XXXX XXXX Title loan Vehicle was repossessed or sold the vehicle WELLS FARGO XX/XX/2021 Closed Feedback provided XXXX XXXX XXXX XXXX Loan Struggling to pay your loan WELLS FARGO XX/XX/2021 Closed Feedback provided XXXX XXXX XXXX XXXX Domestic ( US ) money transfer Fraud or scam XXXX XXXX XXXX XXXX XXXXXX/XX/2021 Closed Sent to Regulator FTC","date_sent_to_company":"2021-07-07T20:27:23.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"I do not know","zip_code":"28078","tags":null,"has_narrative":true,"complaint_id":"4522780","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-07-07T20:16:07.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Seized or attempted to seize your property"},"highlight":{"complaint_what_happened":["Your complaints XXXX XXXX XXXX XXXX <em>Loan</em> Struggling to pay your <em>loan</em> WELLS FARGO XX/XX/2021 Open Sent to Company XXXX XXXX XXXX XXXX <em>Loan</em> <em>Managing</em> the <em>loan</em> or <em>lease</em> WELLS FARGO XX/XX/2021 Closed Company responded XXXX XXXX XXXX XXXX Title <em>loan</em> <em>Loan</em> payment wasn't credited to your account WELLS FARGO XX/XX/2021 Closed Company responded XXXX XXXX XXXX XXXX Title <em>loan</em> <em>Vehicle</em> was repossessed or sold the <em>vehicle</em> WELLS FARGO XX/XX/2021 Closed Feedback provided XXXX XXXX XXXX XXXX <em>Loan</em> Struggling to pay"]},"sort":[20.383408,"4522780"]},{"_index":"complaint-public-v1","_id":"11802613","_score":20.225077,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I have been leasing my XXXX XXXX XXXX from XXXX XXXX in XXXX XXXX Minnesota. My lease was ending on XX/XX/XXXX. The lease was managed by US Bank. On XX/XX/XXXX, I went to XXXX XXXX to purchase the vehicle I have been leasing. The agreed upon vehicle purchase price after purchasing extended warranty was {$30000.00}. This was financed through XXXX XXXX XXXX. I put {$1000.00} down on this loan. XXXX XXXX agreed to pay off the US Bank loan. \n\nOn XX/XX/XXXX, I received a notice from US Bank that I would be incurring a {$25.00} late fee for not paying my loan on time. I called XXXX XXXX and asked when they would be closing the US Bank loan and they responded saying it would be done in a few days. No exact date was given. When I received my US Bank statement on XX/XX/XXXX, I had incurred a {$25.00} late fee and the account was still open. I paid that month 's amount due of {$520.00} On XX/XX/XXXX, I looked to see if my account with US Bank was still open and it was with a payment due on XX/XX/XXXX. I paid the amount due ( {$520.00} ) and the last month 's late fee of {$25.00} to avoid additional late fees. I called XXXX XXXX again that day and asked for an update. They responded on XX/XX/XXXX stating that none of the documents had been submitted due to an office error and they were submitting them now. This did not seem like it would have been noticed had I not asked. \n\nIt is currently XX/XX/XXXX and the US Bank account is still open. Another payment is due on XX/XX/XXXX. This was supposed to be closed before my due date on XX/XX/XXXX, and it is still open after multiple calls to XXXX XXXX.","date_sent_to_company":"2025-01-27T18:53:21.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"55060","tags":null,"has_narrative":true,"complaint_id":"11802613","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2025-01-27T18:06:58.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["I have been <em>leasing</em> my XXXX XXXX XXXX from XXXX XXXX in XXXX XXXX Minnesota. My <em>lease</em> was ending on XX/XX/XXXX. The <em>lease</em> was <em>managed</em> by US Bank. On XX/XX/XXXX, I went to XXXX XXXX to purchase the <em>vehicle</em> I have been <em>leasing</em>. The agreed upon <em>vehicle</em> purchase price after purchasing extended warranty was {$30000.00}. This was financed through XXXX XXXX XXXX. I put {$1000.00} down on this <em>loan</em>. XXXX XXXX agreed to pay off the US Bank <em>loan</em>."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Problems at the end of the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["Problem when attempting to purchase <em>vehicle</em> at the end of the <em>lease</em>"]},"sort":[20.225077,"11802613"]},{"_index":"complaint-public-v1","_id":"8758378","_score":19.716173,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I had taken the car on lease and almost at the end of lease I started shopping around to find the next car. \n\nAs I went to dealer they propsoed to me that either they can offer me a new car with new lease or even can purchase my car from me and since the car prices have appreciated will provide me the $ and pay of all of my lease pending balance and I wont have to oay anything. \n\nI took the deal and completed the transaction. This was on XX/XX/XXXX. \n\nI received my full payment from XXXX, authorized Mercedes XXXX at XXXX, XXXX, NC- same place I purchased my vehicle from. \n\nMy mercedes accounts at Mercedes Benz Financials was removed as I no longer had lease. \n\nAfter XXXX year, on XX/XX/XXXX when i applied for a new XXXX  loan, i was notified that I am still showing the leased car on my credit history. My lending company asked me to call XXXX to get a credit supplement and when through the process they pulled Mercedez Benz on phone, i was told I have a {$980.00} pending for early lease termination and transfer fees. This was a surprise as I sold the vehicle back to mercedez benz and I was assured that no additional balance is pending and I was even given a check of {$10000.00} and nowhehre in the bill of sale or any sales document it was noted by mercedes benz that I will have to make any paymnets. I have attached the sales deed copy for your reference. \n\nI have then contacted back the manage of the XXXX  and have asked him to llok into this matter but I am extremly disappointed with merceds benz financials and their sales XXXX  for making such a major mistake or deliberatly trying to make a fool of customers. \n\nAlso I asked the lady on the phone to provide me information on pending balance and instead of sendin the statement, she sent me a notification to access the account. When i try to access the account, I receive an error message : \" There are no active accounts linked to your MBFS profile. Please call ( XXXX ) XXXX for assistance, or add a new vehicle ( XXXX ). '' Based on this message I dont have any active vehicle or account so I dont understand the logic of pending balance if I dont have an active or deliquent credit. \n\nI tried to resolve the same at mercedes benz financials but they refused to resolve it and starting telling be clauses in the contract around transfer fees and early termination. My point is that I sold the vehicle back to them and they shoudl have discclosed at the time of sale and gioven me in wiritng that sale is not covering the full payment and pending payment, however I was made to believe that all payment if in full and final. If I would have known I woudl have to pay the extra money for a early temrination, I would have not sold them the vehicle and kept the vehicle longer or sold it to someone else later. \n\nI am extrmely disappointed with Mercedes for conducting in such a malicious practices.","date_sent_to_company":"2024-04-13T04:47:07.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"29708","tags":null,"has_narrative":true,"complaint_id":"8758378","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mercedes Benz Financial Services","date_received":"2024-04-13T04:27:14.000Z","state":"SC","company_public_response":null,"sub_issue":"Termination fees or other problem when ending the lease early"},"highlight":{"complaint_what_happened":["I received my full payment from XXXX, authorized Mercedes XXXX at XXXX, XXXX, NC- same place I purchased my <em>vehicle</em> from. \n\nMy mercedes accounts at Mercedes Benz Financials was removed as I no longer had <em>lease</em>. \n\nAfter XXXX year, on XX/XX/XXXX when i applied for a new XXXX  <em>loan</em>, i was notified that I am still showing the <em>leased</em> car on my credit history."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Problems at the end of the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["Termination fees or other problem when ending the <em>lease</em> early"]},"sort":[19.716173,"8758378"]},{"_index":"complaint-public-v1","_id":"3564932","_score":19.494501,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"My wife and I have a XXXX XXXX XXXX leased from Mazda Capital Services ( through Chase Auto Finance ). The account number is xxxxxxxxxx. The lease expired in XX/XX/XXXX and, not wanting to trade the car in yet, we reached out to Chase to apply to convert the lease to a loan. In late XXXX, Chase approved us for the loan and sent us paperwork ( Identity verification, odometer statement, powers-of-attorney, a new Note, etc. ), which we signed, notarized, and returned ( application ID xxxxxxxxxx ). We also continued making the payments as we were instructed by Chase. During this process, Chase asked if we would be interested in signing a lease extension since the lease was expired, to which we responded, no were in the process of converting the lease to a loan, and Chase seemed to be fine with that. We were never informed that signing a lease extension was absolutely required or the vehicle could be repossessed. In mid XXXX, Chase contacted us and said they didnt receive one copy of a power-of-attorney and would need to send us a whole new packet of loan paperwork which was fine and we agreed to sign and return it as soon as it was received ( we never received new paperwork ). However, on the morning of XX/XX/XXXX, we wake up to find the car gone repossessed. After hours on the phone with multiple people at Chase who all gave different explanations for the repossession, we still dont understand what we did wrong. Two different Chase representatives claimed that repo notices were sent to us via XXXX, but when we asked for the tracking number, they said, oh sorry I think it was sent via regular mail, not XXXX. However, we have not received any repo notices by mail or XXXX, or phone. In addition, the Chase lease conversion department continues to contact us to finalize the process, apparently unaware that the vehicle has been repossessed - by Chase. Weve made all payments due since day 1 including after  lease expiration ( as requested by Chase, and Chase does not dispute this ), and we were definitely in the process to convert the lease to a loan ( Chase does not dispute this ), but we find ourselves without the vehicle and not knowing what we should do at this point. In addition, the tire marks in the street indicate the vehicle was dragged away, so were nervous about what damage may have been done to the vehicle by the repo vendor. Chase claims calls were made to us at various times which we did not return, but we have no record of missed calls or voicemails. In fact, one of the representatives we spoke to on Friday, XX/XX/XXXX, ( XXXX ID # XXXX ) was doing some research and claimed to have called us to discuss the repo but the call was static-y and didnt go to voicemail ( we had to call back and eventually somehow found our way back to XXXX ), leading us to believe that other calls may have been made that didnt go through and no additional attempts were made. Clearly, the process to convert the lease to a loan is much more complicated than we anticipated, but at the end of the day, weve made the payments and have done everything ( we thought ) to convert the lease, sign a new Note, and continue making payments. Weve done everything asked by Chase, but now because we didnt understand the process due to what we consider confusing misrepresentation by Chase, we are now faced with having no vehicle and credit that will be ruined due to the repossession. Is it typical for a big financial institution like Chase to harm paying consumers by repossessing their vehicles, with no notice, due to what appears to be clerical errors during the process to convert a car lease to a loan? Again, Chase confirms the payments were made, and the loan paperwork was received, but they believe the repossession was justified? Please help. \nUPDATE : During the past few days we continue to speak with different Chase representatives ( XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, just to name a few ) - no one has offered to be a single point of contact or customer advocate, which makes communication incredibly difficult - we have to explain our situation all over again with each new Chase representative. One person tells us they believe Chase should be able to complete the lease-to-loan conversion with a favorable outcome where we get the car back and move forward with the loan that's already been approved, as they've seen this situation happen before, but then the next person says theres no notes in the system of anybody saying that and theres nothing Chase can do. We receive phone calls from unknown numbers that only ring once and leave no voicemail, and when we call the number back we find that it was Chase, and we start the process all over again. Have we made the payments even after lease expiration? Yes, and Chase does not dispute that. Did we sign, notarize and return the loan paperwork that Chase sent us? Yes, and Chase does not dispute that. But we still have no idea what we did wrong, why our car was repossessed, and why we get different explanations and possible outcomes from every different person we speak with. Were starting to think that Chase representatives dial our number, intentionally let it ring only once, and hang up, then notate their system that they tried to reach us, in order to make it look like they are making an effort to resolve the situation. Obviously our main concern is the damage to our credit due to a repossession. But the secondary impacts are becoming overwhelming - we are trying to manage our family activities with our one remaining vehicle, we've spent hours/days on the phone with Chase going in circles, we now answer every call from unknown numbers as quickly as we possibly can for fear it might be Chase and we'll be penalized if we don't answer, we're losing sleep and the stress is mounting every day. One Chase representative will lead us to believe everything can be resolved but the next Chase representative says there's nothing they can do. As a consumer I've lost faith in Chase and feel completely helpless.","date_sent_to_company":"2020-03-12T21:34:23.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"75071","tags":null,"has_narrative":true,"complaint_id":"3564932","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-03-12T20:12:23.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["During this process, Chase asked if we would be interested in signing a <em>lease</em> extension since the <em>lease</em> was expired, to which we responded, no were in the process of converting the <em>lease</em> to a <em>loan</em>, and Chase seemed to be fine with that. We were never informed that signing a <em>lease</em> extension was absolutely required or the <em>vehicle</em> could be repossessed."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Problems at the end of the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["Problem when attempting to purchase <em>vehicle</em> at the end of the <em>lease</em>"]},"sort":[19.494501,"3564932"]},{"_index":"complaint-public-v1","_id":"16815193","_score":19.329044,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Ally Financial, On XX/XX/scrub>, 2025, my XXXX was repossessed while I was at work. I had previously extended my lease and had communicated my intention to extend it to the company. I had also expressed my desire to purchase the vehicle outright. \nDespite being aware of the time constraints, I was never informed that my vehicle would be repossessed. Had I been, I would have promptly surrendered it. Over the past XXXX years, I have consistently made timely payments. When I contacted them to inquire about the procedures for reclaiming my vehicle, I encountered significant difficulties after speaking with numerous employees who were uninformed. I acknowledge my responsibility for not prioritizing the matter before the leases expiration. It is evident that they clearly inform customers that their calls are recorded, yet I fail to comprehend why they do not review the recordings to identify their error. I diligently followed all the necessary steps to retrieve my vehicle, including filing for a loan, as Ally specifically instructed me to do and remit a check by the XXXX. I was assured that I would be able to retrieve my vehicle if I adhered to the correct procedures during the retrieval process. However, I was informed that the repo company would remove all items from my car, which was inaccurate. I still am missing several items that I had purchased myself. I knew at the time I was going to purchase the vehicle, which is why I refrained from contacting the repo company to express my dissatisfaction. However, I was unaware that they had already transferred the vehicle to the auction company, despite my insistence on its return. I understand that I had limited time, and they advised me to act swiftly, which I did on Wednesday. Despite experiencing numerous phone/internet issues I persistently STILL attempted to contact them, only to find it nearly impossible to reach anyone for an entire morning and afternoon, resulting in significant wasted time. Additionally, I made several calls requesting my lease buyout, only to be repeatedly informed that an email would be sent, which I waited an entire day for without any response. Finally, I managed to connect with an individual who provided assistance. However, I discovered that their phone and internet services had been down for several days, and they had only recently restored them. Despite my prompt action and adherence to their instructions, I was met with deceit. Consequently, I am now burdened with an almost {$4000.00} charge from them, which is unjustified given my sole intention of purchasing the vehicle. I am perplexed as to why the purchase process was so contentious, as my lease explicitly states that I had the option to do so.","date_sent_to_company":"2025-10-25T04:50:28.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"44107","tags":null,"has_narrative":true,"complaint_id":"16815193","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2025-10-25T03:50:21.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["I diligently followed all the necessary steps to retrieve my <em>vehicle</em>, including filing for a <em>loan</em>, as Ally specifically instructed me to do and remit a check by the XXXX. I was assured that I would be able to retrieve my <em>vehicle</em> if I adhered to the correct procedures during the retrieval process. However, I was informed that the repo company would remove all items from my car, which was inaccurate. I still am missing several items that I had purchased myself."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Problems at the end of the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["Problem when attempting to purchase <em>vehicle</em> at the end of the <em>lease</em>"]},"sort":[19.329044,"16815193"]},{"_index":"complaint-public-v1","_id":"8415841","_score":17.285763,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX Iowa XXXX, Iowa XXXX Subject : Formal Complaint Against Bank of America for Mismanagement of Auto Loan No. XXXX and Failure to Honor Settlement Agreement Introduction : I, XXXX XXXX, am filing this complaint against Bank of America regarding the mishandling of my auto loan ( No. XXXX ), which was exacerbated by their lack of understanding and accommodation of my circumstances, particularly during a period of significant personal distress in XXXX. \n\nNarrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a vehicle leased to my startup under the aforementioned auto loan. Despite my efforts to resolve the situation and continuing to make timely payments, Bank of America charged off the vehicle, complicating the matter further by not repossessing it. This action left me responsible for the balance while the contractor continued to use the vehicle without my consent. \n\nEfforts to negotiate with Bank of America for the dismissal of the account and its removal from credit bureaus, due to their errors and the unique circumstances of the case, were initially met with agreement. However, Bank of America failed to uphold their promise, leaving derogatory marks on my credit report. \n\nMental Health Considerations : The period of XXXX was marked by significant mental health challenges for me, which deeply impacted my ability to manage these financial disputes. The lack of guidance, foresight, and understanding from Bank of America not only failed to accommodate my condition but also exacerbated my distress. \n\nViolations and Requested Resolution : Fair Credit Reporting Act ( FCRA ) : Bank of America 's failure to accurately report the status of my auto loan and to investigate disputes as required by the FCRA has unjustly impacted my credit report. \n\nAmericans with Disabilities Act ( XXXX  ) : The bank 's lack of accommodation for my mental health challenges, affecting my ability to manage and dispute the auto loan, may constitute a failure to provide reasonable accommodations. \n\nI request the following from the CFPB : A thorough investigation into Bank of America 's handling of auto loan No. XXXX, including the charge-off process and failure to honor the settlement agreement. \nImmediate correction of any inaccuracies on my credit report related to this account and removal of derogatory marks stemming from Bank of America 's errors. \nMonetary compensation for the financial and emotional distress caused by these issues, acknowledging the impact of Bank of America 's actions on my mental health.\n\nEnforcement of policies that ensure Bank of America and similar institutions provide adequate accommodations for customers facing mental health challenges. \nConclusion : The handling of my auto loan by Bank of America has not only resulted in financial harm but also significant emotional distress, compounded by my mental health condition. I urge the CFPB to take immediate action to rectify these injustices and hold Bank of America accountable for their failures. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-02-25T10:13:45.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"92019","tags":null,"has_narrative":true,"complaint_id":"8415841","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-02-25T09:56:50.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Narrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a <em>vehicle</em> <em>leased</em> to my startup under the aforementioned auto <em>loan</em>. Despite my efforts to resolve the situation and continuing to make timely payments, Bank of America charged off the <em>vehicle</em>, complicating the matter further by not repossessing it."]},"sort":[17.285763,"8415841"]},{"_index":"complaint-public-v1","_id":"2309183","_score":17.006779,"_source":{"product":"Credit reporting","complaint_what_happened":"I RECENTLY CHECKED MY CREDIT AND NOTICED A XXXX XXXX XXXX SVCS ACCT REPORTING A CHARGE OFF FOR XXXX ON A VEHICLE IVE NEVER OWNED OR LEASED, SO I IMMEDIATELY FILED A DISPUTE WITH THE CREDIT BUREAU WITH ALL SUPPORTING DOCS TO PROVE ITS NOT MY ACCT. UPON COMPLETION OF DISPUTE IT CAME BACK VERIFIED AS MY ACCT SO I CALLED EQUIFAX AND THEY STATED XXXX VERIFIED ITS MY ACCT SO I CALLED XXXX TO ASK HOW THIS ACCT WAS VERIFIED SO THE REP XXXX AT XXXX XXXX WAS VERY HELPFUL AND ASKED MY SSN # AND IMMEDIATELY TOLD ME ITS NOT MY ACCT AND SHE WOULD IMMEDIATELY WORK TO GET THIS MATTER REMOVED FROM MY CREDIT REPORT. SO THE NEXT DAY I CALLED TO FOLLOW UP AND SPOKE WITH XXXX XXXX WHO ALSO VERIFIED ITS NOT MY ACCT AND WOULD WORK TO HAVE THIS ISSUE RESOLVED A COUPLE HOURS LATER I RECEIVED ANOTHER PHONE CALL FRM XXXX XXXX STATING I NEEDED TO FILE A POLICE REPORT STATING MBFS ACCT XXXX WAS A IDENTITY THEFT CLAIM OR MBFS WOULD NOT REMOVE THIS ACCT OFF MY CREDIT WHICH IS BLATANTLY WRONG WHEN ITS NOT MY SSN # ATTACHED TO THE ACCT NOR MY PERSONAL CONTACT INFO SO WHY SHOULD I HAVE TO FILE A FRAUDULENT POLICE REPORT TO HELP YOU RESOLVE AN ISSUE THATS NOT MINE AND NOW THIS ACCT HAS BEEN REPORTING AS A REPOSSESSION ON MY CREDIT REPORT NOW OVER 30+ DAYS NOW AND WILL REMAIN THERE DURING AND INVESTIGATION PROCESS OF 30 MORE DAYS TOTALING 90 DAYS TO BE PENALIZED FOR AN ACCT THATS NOT MINE AND THIS MATTER HAS DROPPED MY SCORE DRASTICALLY AND I CANT REFINANCE MY HOME NOR BUY A NEW CAR OR APPLY FOR CREDIT OR EMPLOYMENT DUE TO THIS ERROR ON THEIR BEHALF WHICH IS UNACCEPTABLE. ITS BLATANTLY A FCRA VIOLATION THATS HENDERED ME TO THE FULLEST EXTENT AS A CONSUMER AGAIN IT UNFAIR. SO I HAVE NO CHOICE BUT THE SEEK COUNSEL AND FILE A LAWSUIT IN LOCAL OR FEDERAL COURT ON THIS MATTER AND SUE FOR DAMAGES AND PAIN AND SUFFERING DONE TO ME AS A CONSUMER .. \nConsent to publish the description of what happened? Consent provided Product Vehicle lease Issue Managing the loan or lease","date_sent_to_company":"2017-01-24T22:03:14.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"30052","tags":"Servicemember","has_narrative":true,"complaint_id":"2309183","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-01-24T22:03:14.000Z","state":"GA","company_public_response":null,"sub_issue":"Information is not mine"},"highlight":{"complaint_what_happened":["Consent provided Product <em>Vehicle</em> <em>lease</em> Issue <em>Managing</em> the <em>loan</em> or <em>lease</em>"]},"sort":[17.006779,"2309183"]},{"_index":"complaint-public-v1","_id":"17124412","_score":16.94092,"_source":{"product":"Debt collection","complaint_what_happened":"You have 60 days from when the company responded to your complaint to provide feedback. You now have until XX/XX/year> to complete it. \n\nCOMPLAINT ID XXXX SUBMITTED ON XX/XX/year> PRODUCT Vehicle loan or lease ISSUE Managing the loan or lease Dear CFPB, I am writing to provide feedback regarding the companys response to my complaint. While I appreciate that the company replied, their response fails to adequately address or correct the issue reported. Based on the information provided, the company has not produced verifiable proof that the reported account or information is accurate, complete, and in compliance with the Fair Credit Reporting Act ( FCRA ). The company also evidence my original complaints of them of theft of equity by identity theft on the part of the creditor in that Ally continues to violate credit reporting law 15 U.S. Code 1681c-2 ( block of information resulting from identity theft ). The information claims my original loan has a down payment and it is for a term of 72 months, however I never refinanced my Laon agreement and my original agreement never included a down payment of any amount, nor did my loan have the rate of interest listed, and price is also wrong. These discrepancies and the theft of equity is report in a XXXXXXXX XXXX XXXX police. \nBecause the company could not validate the accuracy of the account or demonstrate proper investigation and documentation by providing the requested 1099 and accurate contracts, the continued reporting of this information constitutes an ongoing violation of the FCRA and causes undue harm to my credit profile. In accordance with 611 and 623 of the FCRA and 15 U.S. Code 1681c-2, unverifiable or inaccurate information must be deleted from the consumers credit report.\n\nI therefore request that the CFPB ensure the deletion of this item from my credit report, as the company has failed to meet its burden of proof in this matter. Their response effectively confirms that they can not substantiate the accuracy of the reporting.\n\nThank you for your time and continued assistance in protecting consumer rights. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-11-09T17:55:26.000Z","issue":"Attempts to collect debt not owed","sub_product":"Auto debt","zip_code":"33313","tags":null,"has_narrative":true,"complaint_id":"17124412","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2025-11-09T17:47:55.000Z","state":"FL","company_public_response":null,"sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["COMPLAINT ID XXXX SUBMITTED ON XX/XX/year> PRODUCT <em>Vehicle</em> <em>loan</em> or <em>lease</em> ISSUE <em>Managing</em> the <em>loan</em> or <em>lease</em> Dear CFPB, I am writing to provide feedback regarding the companys response to my complaint. While I appreciate that the company replied, their response fails to adequately address or correct the issue reported."]},"sort":[16.94092,"17124412"]},{"_index":"complaint-public-v1","_id":"18382095","_score":16.92167,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"CFPB COMPLAINT AUTO LOAN / WRONGFUL REPOSSESSION Company complained about PNC Bank Product Auto loan or lease Issue Vehicle repossessed Trouble with payments being applied correctly Managing the loan or payments Lack of information / failure to provide records ________________________________________ I am an Illinois consumer located in XXXX. On XX/XX/year>, PNC Bank repossessed my vehicle without any prior written notice, despite the fact that I never stopped making payments on my auto loan. \nMy request for hardship assistance was denied, but I continued making independent partial payments, all of which were accepted by PNC Bank for three consecutive months prior to repossession. At no point did PNC provide a written notice of default, acceleration, or intent to repossess. \nImmediately after the repossession on XX/XX/year>, I contacted PNC Bank and formally requested : Proof of default A complete payment history and application of payments The exact date the account was declared in default The repossession authorization date Despite speaking with multiple PNC representatives on the same day, no one was able to provide this information. I spoke with : XXXX ( XXXX Department ) XXXX  ( XXXX  Department ) XXXX ( XXXX XXXX  Department ) I was then improperly transferred to the XXXX  Department, even though I do not have a mortgage with PNC Bank. No department could identify a default date, provide proof of default, or confirm repossession authorization. \nPNC Bank accepted partial payments for multiple months without clear warning that repossession would occur and now can not substantiate the alleged default. I believe this repossession may be wrongful, and PNC Banks refusal or inability to provide basic loan records raises serious concerns regarding payment misapplication, recordkeeping failures, and consumer protection violations. \nI have submitted a written dispute and demand for records to PNC Bank on the date of repossession and am filing this complaint due to the banks failure to provide required information and its actions resulting in harm.","date_sent_to_company":"2025-12-30T22:13:12.000Z","issue":"Repossession","sub_product":"Loan","zip_code":"60637","tags":"Servicemember","has_narrative":true,"complaint_id":"18382095","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2025-12-30T21:50:02.000Z","state":"IL","company_public_response":null,"sub_issue":"Damage caused or loss of personal items in vehicle during the actual repossession"},"highlight":{"complaint_what_happened":["CFPB COMPLAINT AUTO <em>LOAN</em> / WRONGFUL REPOSSESSION Company complained about PNC Bank Product Auto <em>loan</em> or <em>lease</em> Issue <em>Vehicle</em> repossessed Trouble with payments being applied correctly <em>Managing</em> the <em>loan</em> or payments Lack of information / failure to provide records ________________________________________ I am an Illinois consumer located in XXXX. On XX/XX/year>, PNC Bank repossessed my <em>vehicle</em> without any prior written notice, despite the fact that I never stopped making payments on my auto <em>loan</em>."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Loan</em>"],"sub_issue":["Damage caused or loss of personal items in <em>vehicle</em> during the actual repossession"]},"sort":[16.92167,"18382095"]},{"_index":"complaint-public-v1","_id":"23205531","_score":16.849825,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"This complaint concerns Hyundai Capital America / Kia Finance America 's continued billing, collection, and credit-reporting practices on my disputed vehicle lease account. \n\nXXXX does business as Kia Finance America and has confirmed in writing on company letterhead that it is : ( 1 ) attorney-in-fact for Hyundai Lease Titling Trust ; ( 2 ) the initial and current beneficiary of HLTT ; ( 3 ) the exclusive servicer of HCA-managed consumer lease accounts ; and ( 4 ) the beneficial owner of my vehicle and lease. \n\nOn XX/XX/XXXX, my retained litigation counsel served Hyundai Lease Titling Trust and Hyundai Capital America / Kia Finance America with a formal written lease-account dispute and revocation notice. The notice demanded cancellation of the lease, return of all amounts paid, and written confirmation that no adverse credit information would be reported. XXXX assigned XXXX XXXX. XXXX to this dispute. The response deadline was XX/XX/XXXX. \n\nOn XX/XX/XXXX XXXX day after the deadline XXXX XXXX, XXXX 's Dispute Resolution Manager, responded on company letterhead. Despite confirming XXXX 's complete control over this consumer lease account, XXXX 's letter did not acknowledge the account dispute or revocation notice, did not engage with its legal basis, did not provide any credit-reporting commitment, and did not provide written confirmation that the account had been coded, treated, or reported as disputed. XXXX characterized my formal dispute as \" mechanical issues '' and recommended I contact the selling dealer which no longer operates at that address or the manufacturer, which directed me to a manufacturer-administered arbitration program that does not address disputed lease-account servicing. \n\nDespite the XX/XX/XXXX dispute notice, XXXX through Kia Finance America has continued to administer my account as an active lease, continued issuing monthly billing statements, and continued accepting my monthly payments of {$740.00} without any acknowledgment of the dispute, any written confirmation of dispute coding, or any written commitment regarding credit reporting.\n\nI have continued making these payments under written protest because Kia Finance America controls the credit reporting for this account. If I stop payments while XXXX refuses to acknowledge or code the account as disputed, I risk adverse credit reporting on a lease account that I have formally disputed and sought to cancel. As a result, I continue paying {$740.00} per month for a vehicle I can not use while XXXX continues to collect payments without providing a written account-level response. \n\nThe account dispute arises from a documented pre-delivery defect. I leased a new XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$740.00} per month from a licensed Illinois dealership XXXX The next morning the vehicle displayed a Battery Management System fault. On XX/XX/XXXX, an authorized Kia service center confirmed via ECU freeze-frame data that fault code XXXX first triggered at 13 miles on the odometer eight miles before the vehicle was delivered to me at 21 miles. The vehicle 's high-voltage battery pack was physically removed per the manufacturer 's engineering directive. A replacement component was placed on national backorder with no estimated time of arrival. The vehicle has been continuously out of service at an authorized Kia service facility since XX/XX/XXXX 86 days as of the filing date of this complaint. \n\nXXXX accepted each protest payment without returning it, without providing written credit-reporting protection, without confirming that the account is being coded or treated as disputed, and without substantively responding to the dispute notice that accompanied each protest payment letter. Bank-confirmed payment record : XX/XX/XXXX : {$740.00} at signing. XX/XX/XXXX : {$740.00} under written protest XXXX XXXX XXXX, cleared as HYUNDAI CAPITAL CHECKPAYMT, posted XX/XX/XXXX three days after formal dispute notice was served. XX/XX/XXXX : {$740.00} under written protest XXXX XXXX XXXX, cleared as HYUNDAI CAPITAL CHECKPAYMT, posted XX/XX/XXXX. XX/XX/XXXX : {$740.00} under written protest remitted with protest letter and payment coupon. Total paid since lease execution : {$2900.00}, including {$2200.00} in protest payments accepted or retained after the XX/XX/XXXX dispute notice. \n\nI am particularly concerned about credit reporting because CFPB previously entered a XXXX consent order against Hyundai Capital America involving inaccurate credit reporting on auto loans and leases. I request written confirmation that XXXX / Kia Finance America will code or treat the account as disputed and will not furnish adverse information on this disputed account while the dispute and lease cancellation demand remain unresolved.\n\nI am asking Hyundai Capital America / Kia Finance America to : 1. Provide written acknowledgment that this lease account is disputed and that XXXX received the XX/XX/XXXX formal dispute and revocation notice assigned XXXX XXXX. XXXX. 2. Suspend, credit, or hold as disputed all monthly payments of {$740.00} accepted or retained after the XX/XX/XXXX dispute notice, and confirm in writing how XXXX is treating those payments while the account dispute remains unresolved. 3. Provide written confirmation on company letterhead that XXXX / Kia Finance America will code or treat the account as disputed and will not furnish delinquency, default, repossession, or other adverse credit information based on post-dispute nonpayment while the account dispute remains unresolved. 4. Return or credit all protest payments accepted or retained after the XX/XX/XXXX dispute notice, currently totaling {$2200.00}, and any additional payments made while this dispute remains unresolved. 5. Escalate this matter to XXXX 's authorized legal, compliance, or executive-resolution staff for an account-level response addressing the dispute notice. 6. Provide a written explanation of XXXX 's account-servicing basis for continuing to bill, collect, and administer the lease as active after receiving the XX/XX/XXXX written dispute and revocation notice. \n\nI am represented by retained Illinois litigation counsel. This complaint is filed to create a formal federal regulatory record of XXXX 's post-dispute collection conduct and to request CFPB facilitation of an appropriate response from XXXX XXXX Kia Finance America.","date_sent_to_company":"2026-06-15T04:00:50.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"60525","tags":null,"has_narrative":true,"complaint_id":"23205531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2026-06-15T03:32:31.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["XXXX does business as Kia Finance America and has confirmed in writing on company letterhead that it is : ( 1 ) attorney-in-fact for Hyundai <em>Lease</em> Titling Trust ; ( 2 ) the initial and current beneficiary of HLTT ; ( 3 ) the exclusive servicer of HCA-<em>managed</em> consumer <em>lease</em> accounts ; and ( 4 ) the beneficial owner of my <em>vehicle</em> and <em>lease</em>."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"]},"sort":[16.849825,"23205531"]},{"_index":"complaint-public-v1","_id":"8416018","_score":16.652369,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXX, Iowa XXXX Subject : Formal Complaint Against XXXX  XXXX XXXX for Mismanagement of Auto Loan No. XXXX and Failure to Honor Settlement Agreement Introduction : I, XXXX XXXX, am filing this complaint against XXXX  XXXX XXXX regarding the mishandling of my auto loan ( No. XXXX ), which was exacerbated by their lack of understanding and accommodation of my circumstances, particularly during a period of significant personal distress in XXXX. \n\nNarrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a vehicle leased to my startup under the aforementioned auto loan. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX  XXXX XXXX charged off the vehicle, complicating the matter further by not repossessing it. This action left me responsible for the balance while the contractor continued to use the vehicle without my consent. \n\nEfforts to negotiate with XXXX  XXXX XXXX for the dismissal of the account and its removal from credit bureaus, due to their errors and the unique circumstances of the case, were initially met with agreement. However, XXXX XXXX XXXX failed to uphold their promise, leaving derogatory marks on my credit report. \n\nMental Health Considerations : The period of XXXX was marked by significant mental health challenges for me, which deeply impacted my ability to manage these financial disputes. The lack of guidance, foresight, and understanding from XXXX  XXXX XXXX not only failed to accommodate my condition but also exacerbated my distress. \n\nViolations and Requested Resolution : Fair Credit Reporting Act ( FCRA ) : XXXX  XXXX XXXX 's failure to accurately report the status of my auto loan and to investigate disputes as required by the FCRA has unjustly impacted my credit report. \n\nAmericans with Disabilities Act ( ADA ) : The bank 's lack of accommodation for my mental health challenges, affecting my ability to manage and dispute the auto loan, may constitute a failure to provide reasonable accommodations. \n\nI request the following from the CFPB : A thorough investigation into XXXX  XXXX XXXXXXXX XXXX handling of auto loan No. XXXX, including the charge-off process and failure to honor the settlement agreement. \nImmediate correction of any inaccuracies on my credit report related to this account and removal of derogatory marks stemming from XXXX  XXXX XXXX 's errors. \nMonetary compensation for the financial and emotional distress caused by these issues, acknowledging the impact of XXXX  XXXX XXXX 's actions on my mental health. \nEnforcement of policies that ensure XXXX XXXX XXXX and similar institutions provide adequate accommodations for customers facing mental health challenges. \nConclusion : The handling of my auto loan by XXXX XXXX XXXX has not only resulted in financial harm but also significant emotional distress, compounded by my mental health condition. I urge the CFPB to take immediate action to rectify these injustices and hold XXXX  XXXX XXXX accountable for their failures. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-02-25T10:13:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"92019","tags":null,"has_narrative":true,"complaint_id":"8416018","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-02-25T10:13:51.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Narrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a <em>vehicle</em> <em>leased</em> to my startup under the aforementioned auto <em>loan</em>. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX  XXXX XXXX charged off the <em>vehicle</em>, complicating the matter further by not repossessing it."]},"sort":[16.652369,"8416018"]},{"_index":"complaint-public-v1","_id":"8416017","_score":16.652369,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Subject : Formal Complaint Against XXXX XXXX XXXXXXXX for Mismanagement of Auto Loan No. XXXX and Failure to Honor Settlement Agreement Introduction : I, XXXX XXXX, am filing this complaint against XXXX  XXXX XXXX regarding the mishandling of my auto loan ( No. XXXX ), which was exacerbated by their lack of understanding and accommodation of my circumstances, particularly during a period of significant personal distress in XXXX. \n\nNarrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a vehicle leased to my startup under the aforementioned auto loan. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX  XXXX XXXX charged off the vehicle, complicating the matter further by not repossessing it. This action left me responsible for the balance while the contractor continued to use the vehicle without my consent. \n\nEfforts to negotiate with XXXX  XXXX XXXX for the dismissal of the account and its removal from credit bureaus, due to their errors and the unique circumstances of the case, were initially met with agreement. However, XXXX XXXX XXXX failed to uphold their promise, leaving derogatory marks on my credit report. \n\nMental Health Considerations : The period of XXXX was marked by significant mental health challenges for me, which deeply impacted my ability to manage these financial disputes. The lack of guidance, foresight, and understanding from XXXX XXXX XXXX not only failed to accommodate my condition but also exacerbated my distress. \n\nViolations and Requested Resolution : Fair Credit Reporting Act ( FCRA ) : XXXX  XXXX XXXX 's failure to accurately report the status of my auto loan and to investigate disputes as required by the FCRA has unjustly impacted my credit report. \n\nAmericans with Disabilities Act ( ADA ) : The bank 's lack of accommodation for my mental health challenges, affecting my ability to manage and dispute the auto loan, may constitute a failure to provide reasonable accommodations. \n\nI request the following from the CFPB : A thorough investigation into XXXX  XXXX XXXX 's handling of auto loan No. XXXX, including the charge-off process and failure to honor the settlement agreement. \nImmediate correction of any inaccuracies on my credit report related to this account and removal of derogatory marks stemming from XXXX  XXXX XXXX 's errors. \nMonetary compensation for the financial and emotional distress caused by these issues, acknowledging the impact of XXXX  XXXX XXXX 's actions on my mental health. \nEnforcement of policies that ensure XXXX XXXX XXXX and similar institutions provide adequate accommodations for customers facing mental health challenges. \nConclusion : The handling of my auto loan by XXXX  XXXX XXXX has not only resulted in financial harm but also significant emotional distress, compounded by my mental health condition. I urge the CFPB to take immediate action to rectify these injustices and hold XXXX  XXXX XXXX accountable for their failures. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-02-25T10:13:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"92019","tags":null,"has_narrative":true,"complaint_id":"8416017","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-02-25T10:13:51.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Narrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a <em>vehicle</em> <em>leased</em> to my startup under the aforementioned auto <em>loan</em>. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX  XXXX XXXX charged off the <em>vehicle</em>, complicating the matter further by not repossessing it."]},"sort":[16.652369,"8416017"]},{"_index":"complaint-public-v1","_id":"8418440","_score":16.645681,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, California, XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX Subject : Formal Complaint Against XXXX  XXXX XXXX for Mismanagement of Auto Loan No. XXXX and Failure to Honor Settlement Agreement Introduction : I, XXXX XXXX, am filing this complaint against XXXX  XXXX XXXX regarding the mishandling of my auto loan ( No. XXXX ), which was exacerbated by their lack of understanding and accommodation of my circumstances, particularly during a period of significant personal distress in XXXX. \n\nNarrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a vehicle leased to my startup under the aforementioned auto loan. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX XXXX XXXXXXXX charged off the vehicle, complicating the matter further by not repossessing it. This action left me responsible for the balance while the contractor continued to use the vehicle without my consent. \n\nEfforts to negotiate with XXXX  XXXX XXXX for the dismissal of the account and its removal from credit bureaus, due to their errors and the unique circumstances of the case, were initially met with agreement. However, XXXX  XXXX XXXX failed to uphold their promise, leaving derogatory marks on my credit report. \n\nMental Health Considerations : The period of XXXX was marked by significant mental health challenges for me, which deeply impacted my ability to manage these financial disputes. The lack of guidance, foresight, and understanding from XXXX  XXXX XXXX not only failed to accommodate my condition but also exacerbated my distress. \n\nViolations and Requested Resolution : Fair Credit Reporting Act ( FCRA ) : XXXX  XXXX XXXX 's failure to accurately report the status of my auto loan and to investigate disputes as required by the FCRA has unjustly impacted my credit report. \n\nAmericans with Disabilities Act ( ADA ) : The bank 's lack of accommodation for my mental health challenges, affecting my ability to manage and dispute the auto loan, may constitute a failure to provide reasonable accommodations. \n\nI request the following from the CFPB : A thorough investigation into XXXX  XXXX XXXX 's handling of auto loan No. XXXX, including the charge-off process and failure to honor the settlement agreement. \nImmediate correction of any inaccuracies on my credit report related to this account and removal of derogatory marks stemming from XXXX XXXX XXXXXXXX 's errors. \nMonetary compensation for the financial and emotional distress caused by these issues, acknowledging the impact of XXXX  XXXX XXXX 's actions on my mental health. \nEnforcement of policies that ensure XXXX XXXX XXXXXXXX and similar institutions provide adequate accommodations for customers facing mental health challenges. \nConclusion : The handling of my auto loan by XXXX XXXX XXXXXXXX has not only resulted in financial harm but also significant emotional distress, compounded by my mental health condition. I urge the CFPB to take immediate action to rectify these injustices and hold XXXX  XXXX XXXX accountable for their failures. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-02-25T10:13:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"92019","tags":null,"has_narrative":true,"complaint_id":"8418440","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-02-25T10:13:51.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Narrative of Events : In XXXX, during a time of considerable personal and professional upheaval, I faced an issue where a contractor unlawfully retained possession of a <em>vehicle</em> <em>leased</em> to my startup under the aforementioned auto <em>loan</em>. Despite my efforts to resolve the situation and continuing to make timely payments, XXXX XXXX XXXXXXXX charged off the <em>vehicle</em>, complicating the matter further by not repossessing it."]},"sort":[16.645681,"8418440"]},{"_index":"complaint-public-v1","_id":"2991381","_score":16.619347,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My adult son has a history on not managing his bills or money. He wanted to rent an apartment and they required a co-signer. They gave him the lease to take home and bring to me. I declined to co-sign due to his history. He brought it back to them with my name and signature on the co-sign line along with social security and driver license info ( which was available since I leave my wallet on the kitchen counter at my house ). When he got the apartment he told me he had a friend co-sign for him.\n\nAfter a few months he left the apartment and defaulted on the lease.\n\nShortly after that I bought a new vehicle and when doing the financing, found that I did qualify for the best rate because this debt was on my credit record as reported by one of the large three credit rating agencies and was in collection. My credit report has been flawless over the past 30 years and has averaged a score of XXXX each month.\n\nI contacted the reporting agency with the problem. They did their investigation with the collection agency and landlord. They were told that my name was on the lease and they accepted that and denied my dispute. I spoke with the collection agency, told them the story and they said I had to contact the police ( which I will not do ) and refused to remove the collection debt, I asked for a copy of the lease. They sent it and the signature is not even close to my real one. It was signed \" XXXX XXXX XXXX \" or \" XXXX XXXX '', I sign all my letters, checks, etc.as XXXX  XXXX. \nI realize that my son is responsible for this debt but I certainly am not. This error has already cost me money on my car loan since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a lease be signed in office, in the presence of their representative. Under their system, anyone can obtain personal information on another person, fill it in on the lease, take it back to the office and then bind them to the responsibility. This is what happened in this case. \nI would like to get this resolved without having to spend additional funds on legal assistance. I appreciate your help.","date_sent_to_company":"2018-08-14T18:35:42.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"156XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2991381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Advanced Collection Bureau, Inc.","date_received":"2018-08-14T18:35:39.000Z","state":"PA","company_public_response":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This error has already cost me money on my car <em>loan</em> since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a <em>lease</em> be signed in office, in the presence of their representative."]},"sort":[16.619347,"2991381"]},{"_index":"complaint-public-v1","_id":"2991380","_score":16.619347,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My adult son has a history on not managing his bills or money. He wanted to rent an apartment and they required a co-signer. They gave him the lease to take home and bring to me. I declined to co-sign due to his history. He brought it back to them with my name and signature on the co-sign line along with social security and driver license info ( which was available since I leave my wallet on the kitchen counter at my house ). When he got the apartment he told me he had a friend co-sign for him. \nAfter a few months he left the apartment and defaulted on the lease. \nShortly after that I bought a new vehicle and when doing the financing, found that I did qualify for the best rate because this debt was on my credit record as reported by one of the large three credit rating agencies and was in collection. My credit report has been flawless over the past 30 years and has averaged a score of XXXX each month. \nI contacted the reporting agency with the problem. They did their investigation with the collection agency and landlord. They were told that my name was on the lease and they accepted that and denied my dispute. I spoke with the collection agency, told them the story and they said I had to contact the police ( which I will not do ) and refused to remove the collection debt, I asked for a copy of the lease. They sent it and the signature is not even close to my real one. It was signed \" XXXX XXXX XXXX \" or \" XXXX XXXX '', I sign all my letters, checks, etc.as XXXX  XXXX. \nI realize that my son is responsible for this debt but I certainly am not. This error has already cost me money on my car loan since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a lease be signed in office, in the presence of their representative. Under their system, anyone can obtain personal information on another person, fill it in on the lease, take it back to the office and then bind them to the responsibility. This is what happened in this case. \nI would like to get this resolved without having to spend additional funds on legal assistance. I appreciate your help.","date_sent_to_company":"2018-08-14T18:35:42.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"156XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2991380","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-08-14T18:35:39.000Z","state":"PA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This error has already cost me money on my car <em>loan</em> since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a <em>lease</em> be signed in office, in the presence of their representative."]},"sort":[16.619347,"2991380"]},{"_index":"complaint-public-v1","_id":"2991376","_score":16.600403,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My adult son has a history on not managing his bills or money. He wanted to rent an apartment and they required a co-signer. They gave him the lease to take home and bring to me. I declined to co-sign due to his history. He brought it back to them with my name and signature on the co-sign line along with social security and driver license info ( which was available since I leave my wallet on the kitchen counter at my house ). When he got the apartment he told me he had a friend co-sign for him. \nAfter a few months he left the apartment and defaulted on the lease. \nShortly after that I bought a new vehicle and when doing the financing, found that I did qualify for the best rate because this debt was on my credit record as reported by one of the large three credit rating agencies and was in collection. My credit report has been flawless over the past 30 years and has averaged a score of 850 each month. \nI contacted the reporting agency with the problem. They did their investigation with the collection agency and landlord. They were told that my name was on the lease and they accepted that and denied my dispute. I spoke with the collection agency, told them the story and they said I had to contact the police ( which I will not do ) and refused to remove the collection debt, I asked for a copy of the lease. They sent it and the signature is not even close to my real one. It was signed \" XXXX XXXX XXXX \" or \" XXXX XXXX '', I sign all my letters, checks, etc.as XXXX  XXXX. \nI realize that my son is responsible for this debt but I certainly am not. This error has already cost me money on my car loan since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a lease be signed in office, in the presence of their representative. Under their system, anyone can obtain personal information on another person, fill it in on the lease, take it back to the office and then bind them to the responsibility. This is what happened in this case. \nI would like to get this resolved without having to spend additional funds on legal assistance. I appreciate your help.","date_sent_to_company":"2018-08-14T18:35:32.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"156XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2991376","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-08-14T17:46:13.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This error has already cost me money on my car <em>loan</em> since I now must pay nearly 1 % higher on my monthly installment. \nI contend that this is the result of sloppy rental procedure on the part of the real estate company since they obviously do not require that a <em>lease</em> be signed in office, in the presence of their representative."]},"sort":[16.600403,"2991376"]},{"_index":"complaint-public-v1","_id":"6091495","_score":15.489161,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I relocated from XXXX to XXXX at the end of XX/XX/XXXX. My XXXX  vehicle registration also expired at the end of that month. I attempted to register my vehicle in XXXX  state immediately following my move. \n\nHowever, I was informed by the XXXX XXXX that, per my situation, I needed to contact Chase ( my loan servicer ) to obtain my title, complete with an odometer statement, as well as a copy of my Bill of SaleXXXX  When I contacted Chase, I was told there was an issue with my title and they would be sending me papers via XXXX XXXX to sign ( so that my title could be released ). When I didn't obtain anything in the mail as anticipated, I began a series of regular phone calls to Chase attempting to get information about why my title was held up and how it could be corrected. As I worked my way through individuals in the escalation department and through my secure messaging portal, I was consistently given misinformation and/or redirected to someone else. When I finally received items by XXXX XXXX, they had been re-routed multiple times due to the incorrect address Chase had used. When I opened the envelope, Chase had provided me with a false XXXX  state Power of Attorney statement attesting to the incorrect mileage for the vehicle on my loan to be dated for XXXX of this year. \n\nWhen I inquired at Chase about the fraudulent document and Chase 's request that I sign it, I was told that nothing else could be done to provide me with a title or bill of sale until I signed it and returned it to Chase. I contacted both XXXX XXXX XXXX state attorney generals at this point and was told it appeared to them that Chase had lost my title when they converted my lease to a sale and was trying to get me to help them recreate the documents by signing off on false statements. \n\nOn XX/XX/XXXX I called Chase again and spoke with a member of the escalation team, XXXX. It was confirmed for me by XXXX that when I financed my auto loan with Chase in XX/XX/XXXX, Chase representatives failed to properly complete my file and reissue the title to my vehicle as required by the terms of my loan. XXXX told me that as of this moment, Chase will be unable to do anything to finish processing my loan until after the XXXX  XXXX returns a check to Chase bank ( that was sent to pay for a one-day temporary movement permit the XXXX was ultimately unable to provide without the Bill of Sale- something explained to Chase representatives many times ). Despite Chase 's failure to properly handle my title, they have somehow successfully managed to collect auto loan payments from me for over a year now. And when I asked to speak to someone with greater authority to resolve this issue than XXXX, he told me that there was no way to reach any supervisory agents above him- even though he was unable to help me or resolve the issue so that I could regain full use of my vehicle. \n\nAt this moment, I have been deprived of the right to drive my financed ( and in good standing ) auto since XX/XX/XXXX due to the actions of Chase bank representatives. I have also had the unexpected expense of renting a vehicle for a family vacation, which was planned last year ( approximately {$500.00} ) - all because I have been unable to drive the vehicle I currently have financed through Chase. I have had to borrow a family member 's car just to get to work and I will not have the benefit of that much longer.","date_sent_to_company":"2022-10-17T02:46:51.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"99224","tags":null,"has_narrative":true,"complaint_id":"6091495","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-10-17T01:41:16.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem with additional products or services purchased with the loan"},"highlight":{"complaint_what_happened":["It was confirmed for me by XXXX that when I financed my auto <em>loan</em> with Chase in XX/XX/XXXX, Chase representatives failed to properly complete my file and reissue the title to my <em>vehicle</em> as required by the terms of my <em>loan</em>."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Loan</em>"],"sub_issue":["Problem with additional products or services purchased with the <em>loan</em>"]},"sort":[15.489161,"6091495"]},{"_index":"complaint-public-v1","_id":"16328393","_score":15.405451,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, my XXXX  XXXX XXXX was involved in an accident. While parked, my vehicle was struck by another car and deemed to be a total loss by the insurance company. The settlement amount for the vehicle was {$17000.00}. On XX/XX/XXXX, I was contacted by XXXX and informed that the settlement amount was less than the amount owed on the car. I contacted XXXX and XXXX ( whom they use to manage this ) to ask what Nissan Motor Acceptance Company ( NMAC ) told them the pay off amount was. They told me that NMAC did not tell them the pay off amount, and just that they would accept the full payment. I explained that I do not believe that the payoff amount is less than the settlement value and believe the opposite to be true based on my lease agreement. I asked if there was a surplus, who would pay it to me. They said NMAC will keep the surplus. On XX/XX/XXXX, I contact NMAC. The representative immediately told me that he saw my car was determined to be total loss, and subsequently asked for my monthly payment. I explained that the insurance had already cut a check on XX/XX/XXXX to the lien. The representative explained that once they receive the check, that would satisfy the loan and it would close the account. I explained that if I am to assume that the settlement amount satisfies the loan, making any additional payments would be in surplus of what they are owed. He explained that it is still my responsibility to make the payment, if not, they will report it to the credit bureau. He would not tell me how much the pay off amount was. I then asked if I made the payment if they would reimburse me once they received the payment from the insurance given that he'd already confirmed the settlement value was enough to pay off the loan, he said no. Today, I received another call from NMAC asking for payment. I again explained the situation, and they said that it doesn't matter that demanded payment and threatened to report it to the credit bureau. I explained that the payment was sent, and they should receive it in the next few days. They continued to demand payment and furthered their threats. This practice feels incredibly unfair. First and foremost, they are refusing to tell me the payoff amount, and are refusing to pay me any funds that would be in excess of the payment amount. Second, it is incredibly unfair to demand payment that by their own admission, would be in excess of the loan amount, and refuse to pay that back to me once the settlement is paid to them. I feel as though they are using unfair and unlawful tactics to coerce me into paying money that they are not owed by threatening to damage my credit report.","date_sent_to_company":"2025-10-02T14:56:41.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"07080","tags":null,"has_narrative":true,"complaint_id":"16328393","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NISSAN MOTOR ACCEPTANCE COMPANY LLC","date_received":"2025-10-02T14:11:35.000Z","state":"NJ","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["While parked, my <em>vehicle</em> was struck by another car and deemed to be a total loss by the insurance company. The settlement amount for the <em>vehicle</em> was {$17000.00}. On XX/XX/XXXX, I was contacted by XXXX and informed that the settlement amount was less than the amount owed on the car. I contacted XXXX and XXXX ( whom they use to <em>manage</em> this ) to ask what Nissan Motor Acceptance Company ( NMAC ) told them the pay off amount was."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["<em>Managing</em> the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"]},"sort":[15.405451,"16328393"]},{"_index":"complaint-public-v1","_id":"7230034","_score":14.914422,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Subject : Complaint Against Kia Finance for Violations of Regulation Z, Regulation V, UDAAP, and FDCPA Dear Sir/Madam, I am writing to file a formal complaint against Kia Finance regarding multiple violations of Regulation Z ( Truth in Lending Act ), Regulation V ( Fair Credit Reporting Act ), UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ), and potentially the Fair Debt Collection Practices Act ( FDCPA ). I believe that Kia Finance has engaged in unfair and deceptive practices, resulting in substantial harm and inconvenience to me as a consumer. The details of the complaint are as follows : Account Information : Lease Agreement Number : XXXX Lease Period : XX/XX/XXXX, to XX/XX/XXXX Failure to Provide Statements and Online Access : From XX/XX/XXXX to the current date, I have not received any monthly statements from Kia Finance, despite providing my updated mailing address multiple times. Online access to manage my account and make payments was also discontinued in XX/XX/XXXX. These actions violate Regulation Z. \n\nInadequate Payoff Information, Delayed Responses, and Verbal Payoff Amounts : On the following dates, I contacted Kia Finance and the dealership to obtain the written payoff amount for my lease agreement : XX/XX/XXXX : Contacted Kia Finance for assistance with regaining online access and obtaining the payoff amount. \nXX/XX/XXXX : Contacted Kia Finance to inquire about the required payments while awaiting the payoff amount. \nXX/XX/XXXX : Contacted Kia Finance to obtain the written payoff amount after the dealership failed to provide it. Spoke with Kia finance customer service representative. \nXX/XX/XXXX : Made another attempt to obtain the written payoff amount from Kia Finance. \nXX/XX/XXXX : Contacted the dealership to request the written payoff amount. Spoke with Kia finance customer service representative. \nXX/XX/XXXX : Contacted the dealership for the written payoff amount, but no documents were received. Also contacted Kia Finance and discovered the account had entered collections without prior notice. Verbal payoff amounts were provided, and I was directed to work with the dealership. Spoke with Kia finance customer service representative from Kia Finance.\n\nEntry into Collections and Incorrect Credit Reporting : Kia Finance placed my account into collections in XX/XX/XXXX without proper notice or attempts to resolve the matter. Delinquencies were reported from XX/XX/XXXX to the current date, negatively impacting my credit report. This action is in violation of Regulation Z, Regulation V, UDAAP, and potentially the FDCPA. \n\nInability to Locate Account, Lack of Escalation, and Failed Resolutions : XX/XX/XXXX : Contacted Kia Finance and XXXX Kia of XXXX XXXX on four separate occasions to request an update on the situation. Calls were not returned. \nXX/XX/XXXX : My son visited XXXX Kia of XXXX XXXX to obtain the required documents but was unsuccessful. Contacted XXXX XXXX at the dealership, but received no response. \nXX/XX/XXXX : Contacted Kia Finance on two separate occasions but no changes or resolutions were offered. \nXX/XX/XXXX : Contacted by XXXX from XXXX Kia to assist with lease concerns, but since previous attempts were made, no further contact was received. \nXX/XX/XXXX : Contacted XXXX Kia of XXXX XXXX for assistance, but was directed back to XXXX Kia of XXXX XXXX, which had already failed to honor previous requests for the written payoff amount. \nXX/XX/XXXX : Contacted Kia Finance to have my son and XXXX, a sales representative from XXXX Kia, added as authorized users in an effort to facilitate resolution. \nXX/XX/XXXX : Attempted to find an escalation team at Kia Finance but received no assistance. \nXX/XX/XXXX : Spoke with XXXX from XXXX Kia XXXX XXXX after communication with XXXX. Confirmed that I would be the purchaser and scheduled a meeting at the dealership on XX/XX/XXXX, to finalize all required paperwork. \nXX/XX/XXXX : Arrived at the dealership with my son and XXXX, a sales representative. Contacted Kia Finance to obtain the payoff information, but due to timing, no resolution could be reached. \nXX/XX/XXXX : Continued attempts were made to obtain the requested information from Kia Finance through XXXX, but no progress was made. \n\n\nFurthermore, I suspect that there may be a violation of the Consumer Leasing Act ( CLA ) in this case. The CLA imposes specific requirements and disclosures on lessors in consumer lease agreements, including motor vehicle leases. Upon review of the lease agreement and the actions taken by Kia Finance, I have identified potential discrepancies and noncompliance with the CLA 's provisions. These include but are not limited to : Failure to provide accurate and complete disclosures : Throughout the lease period, I have encountered difficulties in obtaining the written payoff amount, essential documentation, and clear information about my rights and options as a lessee, including any early lease payout options. \n\nLack of transparency regarding fees and charges : I have not received comprehensive information about the breakdown of fees and charges associated with the lease, making it challenging to assess the accuracy and fairness of the financial obligations imposed on me. \n\nInadequate provision of lease-end options : Despite expressing my intention to exercise the early lease payout option, I have faced significant obstacles in obtaining the necessary documentation and information to complete the purchase of the leased vehicle. \n\nExplanation of Applicable Regulations : The violations outlined in my complaint are in direct contravention of the following regulations : a ) Regulation Z ( Truth in Lending Act ) : Kia Finance 's failure to provide accurate and timely statements, discontinuation of online access without proper notification, and failure to provide the written payoff amount violate Regulation Z. This regulation ensures that consumers receive clear and accurate information about the terms and conditions of their lease agreements, including statements and payoff information. \n\nb ) Regulation V ( Fair Credit Reporting Act ) : The negative credit reporting by Kia Finance, resulting in impacts on available loan rates, is a violation of Regulation V. This regulation requires accurate and fair reporting of consumer credit information. The incorrect credit reporting from XX/XX/XXXX to the current date has had a detrimental effect on my creditworthiness and loan eligibility. \n\nc ) UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) : The actions of Kia Finance, including their failure to provide the written payoff amount, inadequate responses, entry into collections without proper notice, and the lack of escalation or resolution options, constitute unfair and deceptive acts or practices under UDAAP. This regulation protects consumers from harmful and misleading practices by financial institutions.\n\nd ) Consumer Leasing Act ( CLA ) : Based on the recent updates provided, it is apparent that the Consumer Leasing Act ( CLA ) may also be applicable to this complaint. The CLA sets specific requirements and disclosures for lessors in consumer lease agreements, including motor vehicle leases. Kia Finance 's failure to provide accurate and complete disclosures, lack of transparency regarding fees and charges, and inadequate provision of lease-end options may be potential violations of the CLA. These violations undermine the purpose of the CLA, which is to ensure fair and transparent practices in consumer lease transactions.","date_sent_to_company":"2023-07-10T23:30:44.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"57201","tags":null,"has_narrative":true,"complaint_id":"7230034","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2023-07-10T23:20:56.000Z","state":"SD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with paying off the loan"},"highlight":{"complaint_what_happened":["Inadequate provision of <em>lease</em>-end options : Despite expressing my intention to exercise the early <em>lease</em> payout option, I have faced significant obstacles in obtaining the necessary documentation and information to complete the purchase of the <em>leased</em> <em>vehicle</em>."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Problems at the end of the <em>loan</em> or <em>lease</em>"],"sub_product":["<em>Lease</em>"],"sub_issue":["Problem with paying off the <em>loan</em>"]},"sort":[14.914422,"7230034"]},{"_index":"complaint-public-v1","_id":"6859078","_score":14.155536,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"YOUR COMPLAINT Called Bridgecrest and spoke with an Executive Resolution Specialist named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest. \n\nHide full complaint What product or service is your complaint about? \nPRODUCT OR SERVICE Vehicle loan or lease NEW OR USED? \nUsed TYPE Loan What type of problem are you having? \nInactive modal ISSUE Managing the loan or lease HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes What happened? \nCalled Bridgecrest and spoke with an Executive Resolution Specialist named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest","date_sent_to_company":"2023-04-19T14:34:47.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"20910","tags":null,"has_narrative":true,"complaint_id":"6859078","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2023-04-19T14:19:45.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["Used TYPE <em>Loan</em> What type of problem are you having? \nInactive modal ISSUE <em>Managing</em> the <em>loan</em> or <em>lease</em> HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes What happened? \nCalled Bridgecrest and spoke with an Executive Resolution Specialist named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a <em>loan</em> deferment due to a short-term hardship I'd experienced."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Struggling to pay your <em>loan</em>"],"sub_product":["<em>Loan</em>"]},"sort":[14.155536,"6859078"]},{"_index":"complaint-public-v1","_id":"6859012","_score":14.155536,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Called Bridgecrest and spoke with two reps before XXXX XXXX  XXXX named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest. Hide full complaint What product or service is your complaint about? PRODUCT OR SERVICE Vehicle loan or lease NEW OR USED? Used TYPE Loan What type of problem are you having? Inactive modal ISSUE Managing the loan or lease HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? Yes What happened? Called Bridgecrest and spoke with an XXXX XXXX  XXXX named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a loan deferment due to a short-term hardship I'd experienced. When I asked XXXX about getting a deferment since my last deferment was 6 months ago, she told me I could not get a deferment until I was 2 to 3 months behind in my payments. When I informed XXXX this kind of a delay with getting a deferment would create serious financial and credit harm to the loan holder, she reiterated that I would have to wait 2-3 months. I tried again to reason with XXXX because I knew the information was highly inaccurate. I asked XXXX what was the company policy related to anyone getting a deferment. XXXX recited again to me on the recorded line that everyone applying for a deferment would be required to wait until they were 2-3 payment late on their loan. Knowing this information was incorrect, I asked XXXX for a copy of the Bridgecrest policy related to waiting 2-3 for late payments for deferments. XXXX claimed this Bridgecrest policy was 'internal ' and would not send me the policy. I reiterated that it was illegal to have loan holders wait 2-3 payments for to request a deferment and would seriously hurt me as a loan holder and others. XXXX doubled- down and told me I would have to wait 2-3 payments for a deferral without respect to written policy and refuse to forward my deferment request to the proper financial department within Bridgecrest","date_sent_to_company":"2023-04-19T14:55:27.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"20910","tags":null,"has_narrative":true,"complaint_id":"6859012","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2023-04-19T14:46:51.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["Used TYPE <em>Loan</em> What type of problem are you having? Inactive modal ISSUE <em>Managing</em> the <em>loan</em> or <em>lease</em> HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? Yes What happened? Called Bridgecrest and spoke with an XXXX XXXX  XXXX named XXXX. On XX/XX/XXXX at XXXX. I was inquiring about a <em>loan</em> deferment due to a short-term hardship I'd experienced."],"product":["<em>Vehicle</em> <em>loan</em> or <em>lease</em>"],"issue":["Struggling to pay your <em>loan</em>"],"sub_product":["<em>Loan</em>"]},"sort":[14.155536,"6859012"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":44,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":44}]}},"product":{"doc_count":44,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Vehicle loan or lease","doc_count":17,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lease","doc_count":11},{"key":"Loan","doc_count":6}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":15,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":15}]}},{"key":"Credit reporting, 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