Report: #296980

Complaint Review: Nuvell Financial

  • Submitted: Fri, January 04, 2008
  • Updated: Sun, March 02, 2008
  • Reported By: Bellevue Nebraska
  • Nuvell Financial
    Little Rock, Arkansas
  • Phone:
  • Web:
  • Category: Loans

Nuvell Financial Denied deferrment, auto withdrew unauthorized fees.... Little Rock Arkansas

*UPDATE EX-employee responds: How did they get the extra fees ?

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My husband and I have an auto loan through Nuvell Financial and make our payments on time every month. However, in December we fell upon a little bit of a hardship which caused several hundred dollars in prescriptions. We called Nuvell (10 days before payment was due for January) and asked about a deferrment. We were informed that they would have to put the deferrment through the approval process. Because Nebraska state law does not allow for extension fees, if the deferrment was approved, they would charge us a late fee to cover the processing charge of the deferrment.

I called back a couple of days later to see if the deferrment had been approved and learned that it had been denied. We thanked them anyway, made other arrangements to cover the cost of our prescriptions, and made a payment online to Nuvell THAT day. I made the payment 5 days before the due date, and no late fees were assessed.

I went online to my bank today to balance my check book and found that the Nuvell payment that I made was deducted as usual, and 2 days before the due date, but there was also a charge for $32.04 on my account.
I called Nuvell and explained that we were told that if the deferrment was approved there would be a charge since Nebraska doesn't allow exception charges, but we were denied and the charge is on the account. The girl said "Well, that's the process". I told her that we were not notified that there was a process that would charge us a fee for applying, and asked that she reverse the charge. She again said that she couldn't reverse the charge because "that's the process". I told her that it may be her process, but we were not informed of such process, we did not sign any agreement regarding this particular process, and they have deducted funds from our account without our permission. She then transferred me to a supervisor who talked in circles and eventually hung up on me.

I explained the situation again, she said that the process is that there is a $100 extention fee if the loan is approved, plus a $32.00 late fee regardless if the loan is approved or not. I told her that we were not informed of this. She said that her notes show that they informed us. I told her that it's not possible that they informed us of this exactly as the extension fee of $100 is not legal in Nebraska. She then said that the late fee is because I had an outstanding late fee on my account. I told her that I did not have an outstanding fee, I just paid my current payment online (5 days early) and it also did not specify any late charges as I pay early each month. She said that I was wrong, and I did owe a late charge. She then said that $3.00 of it is a check by phone charge. I laughed and asked what they h*** she was talking about? I have NEVER paid Nuvell check by phone. She then said that it was a $3.00 online payment charge.

At this point I asked her if it was an extension fee, late fee, check by phone fee, or online payment fee? I've gotten 4 stories, which one is it? She then hung up on me.

My husband is on the phone with them now, without receiving much further assistance. If they do not reverse the charges, we will simply call our bank to reverse the unauthorized charge of $32.00, although I'm sure that Nuvell would then charge me a return item charge, and charge the original $32.00 whatever fee back to my account.

Bellevue, Nebraska
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#1 UPDATE EX-employee responds

How did they get the extra fees ?

AUTHOR: Anonymous - (U.S.A.)

If you made a payment on line how did they take additional money from your account? Contrary to what most people think, no company can change the amount of a check "lawfully", that would be considered theft or fraud.
You need to speak to a manager and one that is not an idiot ! Better yet ask to speak to a SR. Mgr. however that could be another idiot.
If somehow, and I am not sure how, your check amount was changed, (trust me I can't see that happening if you did the check on line yourself) then they have to refund the money PLUS any NSF fees it may have caused. Advise your bank it was fraud but be careful, because you entered the check amount. (see Below)
Now if the idiot that told you, you had to pay the late fees to get an extension said you had to pay late fees and you included that 32.04 thinking that it would only be processed if "approved" shame on you!
First you don't have to pay a late fee to get the extension. Depends on the level of the collector, ie, a frontend collector earns a bonus on fees collected whereas an advanced collector earns on giving you the extension or getting the payments basically getting the account current. (Stupid but that is how it works)
They do not charge , NSF fees, return item fees, etc ! Always, Always, Always, get their full name, not Amy or brenda or Jim, if they do not give the last name ask for manager name or employee ID, they DO have to give you something and remain calm !!! Read FDCP, learn what you need to know and don't take the bullying, ask for an extension 5-9 days before monthend even if your payment is late, they need current accounts at month end . Hope it helps**
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