I am sorry to hear of your dissatisfaction. I can not tell your specific account by your name, but I can speak to our policies:
1. We take loan repayment seriously. If payments are over a month past due, as you indicated in your complaint, we may enforce the terms of the contract, including repossession. This is more likely when we are unable to contact our customer.
2. A repossession can be an emotionally charged situation. Customers can sometimes feel frustrated or panicked. Our policy is to stick with the facts of the matter, giving our customers the information and the requirements to resolve things. We strive to make sure our customers understand what they need to do and not take it personally.
3. One of the things we always tell our customers is that we cannot accept phone or website payments to reinstate a repossession. There are many reasons for this, not the least of which are the payment may be tentatively approved and then later declined by the bank, or the charges may not be authorized (i.e., using someone else’s check or credit/debit card), or the charges may be authorized but later disputed. Once we have a repossession in hand, we need to be 100% sure that all payments are up-to-date and fees paid before releasing the vehicle. Certified funds, such as Moneygram, ensure this. We believe our position is reasonable.
4. If we get a payment we cannot accept, as described, our policy is to return it on the same business day we discover the payment. We close for Christmas and we close early on Christmas Eve. We are people too and want to spend time with our families. If you made such payments as you described, we would not have discovered this until the Monday after Christmas. In addition, while we credit a card or account on the day we discover a mispayment, we have no control over how long it takes the customer’s bank to show that credit.
Again, I’m sorry for whatever circumstances led up to your repossession and unhappiness. We take pride in giving bridge financing to people who need it most. We encourage our customers to pay early and often to save money, and most of our customers are quite satisfied with our product.
