Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with charter communications, i do not have a contract with crescent bank & trust, they did not provide me with the original contract as i requested.

  

  Business response

  01/17/2025

  Reference Number: BBB 22798664
  Mr. **** Governor,
  We have received your recent request for verification of your loan from Crescent Bank.  We have a signed retail installment contract from February 17, 2024, for a 2023 Chevrolet Malibu that lists you as the buyer.  A copy of the contract, credit application, and payment history are attached to this response. The credit reporting is accurate.
  Please call us at **************,or write to us directly at Crescent Bank, P.O. ******************************,with any additional questions.
  
  Thank you,
  Crescent Bank Complaint Department 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Crescent Bank and Trust. I do not have a valid contract with Crescent Bank and Trust, they did not provide me with the original contract I requested

  

  Business response

  12/17/2024

  Complaint Id: *****************************
  Ms. *******,
  We have received your complaint regarding your account with **********************.  We can confirm that you had a loan taken out in February 2022.  The Retail Installment contract that you are requesting has been mailed to your address of record.  We are also sending you additional documentation on the current standing of the account.
  Please contact us to discuss the account at **************, or write to us directly at Crescent Bank, P.O. ******************************, with any additional questions.
  
  Crescent Bank Complaint Department 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was still making payments on my auto loan and they still came for the car or was repossessed because they said the prefer while monthly amount although the incremental payments were adding up to the whole amount. I became homeless and no one could help me. Until I got a legal advise to be able to peruse them.I finally got my poor sister to borrow money against her little house just to start over again . I want all my payments returned to me.

  

  Business response

  12/09/2024

  Reference Number: BBB 22655913
  We have received your inquiry about your account. Per the Retail Installment Contract, when a vehicle is repossessed and sold at auction, there may be a remaining balance. A repossession does not waive payments or cause a refund of all payments that were made on the account. ********************** sent you a letter outlining that deficiency balance, but we will send you another copy. Please contact us directly if you have any questions at ************** and to discuss payment arrangements on the balance.
  Thank you,
  Crescent Bank ********************

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been reaching phone **** via the call center and have gotten nowhere. I need to speak with someone about my account in length. I have some unique circumstances and need to get back on track with my account

  

  Business response

  11/26/2024

  We have received your inquiry about your account.  ********************** had a manager reach out directly to you on November 25th to address your concerns.  Please contact us directly if you have any questions at **************.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company sent letters(,bill statements,) showing that I was approximately 3 months past due..I pay 2 car payments back to back by phone monthly. I questioned their figures and got different reports and requested copies of the reports which I never got from Feb. To July..I I finally got a person representing the company could verified my payments correctly and he was to send me the correct *** to pay along with my pay history. We agreed not to make a payment until I got the report within 10 days..My car was pulled September on Friday 9/20 I believe with no letter to me where it went and all of **** made in it. I called them after waiting for a letter. I did not want to deal with this company anymore. Approx 5 yrs of pay showed them my commitment to keep the vehicle that I had not driven since 7-12-2023. That's the day it stopped. Minor problem, Alternator drained the battery..I PD $378 to fix the problem ,2 months prior to it stopping again..I bought a brand new battery to get me home that day and that's where it sat after I found out that the mechanics hired charged me for a used part that was no good, 2 months later..I got behind I month,; but cleared that up January and continued to pay per phone until I rec'd a letter stating $1564 approx past due. That was over 3 months of non payment..Not true.. This came after a cyber criminal attackI have a record of every payment and conf# except the last 3 times I tried to pay..Gave all my info and waited on the confirmation # and it never happened. . I don't the letter I received last Friday, dated 9-20 sell the car w/i 10 days after stating that Xi could pay ******* approx. Wanting the full amount due which I have no idea what it was. My pay history was not bad. I was in my last year of payment before ownership.. Sickness in the family caused me to late;but, I still made pays and made attempts to pay... I notified BBB when I first started getting the problem.

  

  Business response

  10/15/2024

  Reference Number: BBB 22409988
  
  We have received your new Complaint about your account. As we stated back in July, the payments that you were attempting to make were not being processed by your bank. There was a call with our bank in August and we had sent multiple transaction histories out so you could use that to go to your bank and obtain proof of payments being approved/ processed. As per the contract, non-payment on an account can result in repossession.  All required legal notices regarding repossession were sent out to your address on file. As is part of the normal process, if the customer does not want to make the past due payments and fees to reinstate the vehicle, the vehicle is moved to sale at the auction.  The proceeds from the sale will be applied to your account and then you will receive a post-sale letter, if there is a remaining balance on the account.  If you would like to call our team, they would be happy to discuss options and arrangements on the account to get caught up.  Please contact us at ************.
  
  Thank you,
  Crescent Bank Complaint Department 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After falling in hard times due to my husband's injury, we fell behind on our car loan and ultimately had our car repossessed. Trying to reach the proper department at Crescent proved useless. We were never told what the process was or ever received any written notice explaining the next steps. When we were finally given the information of the vehicle's location (only phone number, no address), we were unable to speak to live person and the appointment to go retrieve our belongings needed to be done online. Once we the appointment was made, it was declined because our property had been "disposed of" because it had been more than 45 days. We didn't even know that was the time limit!!! When we contacted Crescent, they actually apologized for not sending out the notice and said to reach out to the recovery company again!!!! I feel like a ping pong ball. We usually don't leave valuables in the cars but unfortunately, my husband's sunglasses and my Handicap Parking Permit were inside the vehicle when it was taken, and now I'm sure that an employee is enjoying my husband's Oakleys. This bank is absolutely useless and even finance people at car dealerships say so! ******** customer service. So glad I don't have to deal with them anymore!

  

  Business response

  10/07/2024

  Reference Number: BBB 22376750
  
  We have received your Complaint about Crescent Bank’s repossession process.  There was a letter mailed out to the same address that you used to file this complaint on July 31, 2024.   There were conversations with the co-buyer on 7/29 and 8/7 where he was asking about getting the vehicle back and told us that he would get back to us soon. The next time he called was August 29th, at which time the repo agent had discarded the personal belongings.   Recovery agents set their own rules for storing personal belongings however most average 14 days maximum storage.  We apologize that you missed the window for pickup.
  
  Thank you,
  Crescent Bank Complaint Department 

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22376750, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The two letters were never received and regarding the phone calls, yes they were made however the representative acknowledged that the letters sent did not include information as to the location of the vehicle.  We would have not knowingly left our belongings in the car.  Besides those two phone calls were lucky breaks since it was virtually impossible to get through that department.  Every time we tried to reach out, a voicemail was reached so it was lucky that we were able to get through those two times even though the phone calls were in vain because nothing was resolved.  

  Now we had to file a claim for the amount of our belongings and who knows how long it will be before we receive the money IF we receive it.

  Crescent Bank lacks professionalism and their customer service is non-existent.
  
  Regards,
  
  Aimee De La Osa
  
   

  
  

  

  Business response

  10/16/2024

  Crescent Bank's response to the customer's complaint has not changed. 

  If customer has further questions, please contact Crescent Bank at 866-208-8288.

  Thank you,
  Crescent Bank Complaint Department 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. CRESCENT B&T ACCT #: ******* BAL.$10,851.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  07/24/2024

  Reference Number: BBB 22030559
  We have received your Complaint about credit bureau reporting. We can confirm that the reporting to the bureaus is correct and in compliance with reporting requirements. If you are disputing the loan, please follow the bureau dispute process and complete all the required fraud paperwork and police report. We will send the Statement of Account and all documentation to your address provided.
  We do see that you called and spoke with a representative on July 22nd and 23rd to discuss a settlement. In order for you to speak to a representative and discuss account details, you provided your social security number, Year make and model of the vehicle and your full name.
  Please call us at ************** to discuss payment options for the outstanding balance, or write to us directly at Crescent Bank, P.O. *******************************
  Thank you,
  Crescent Bank ********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attempted phone order payment to CrescentBank using automated system went directly to an individual. Not the first time. The problem is that the business started showing my acct approximately ,3 months past due(?). I paid my acct every month, but since my statement shows my ****, I pay on it. Requested back in Feb or March to send me proof of when I missed a payment.. 7-16-24 I called ********** and it rolled to a business called Midland Credit MGMT.not realizing it after entering my S/S # and phone number. 7-12-24 and 7-13-24, and yesterday I refused to give info over the phone. This morning I got the auto system and put in my info for partial payment $300.50 which was confirmed and no confirmation given to me..The phone was hung up first call after holding for approx5-10 minutes. My recall went through and no confirmation number was given. Someone has ally personal info and always attempts to drawoney from my checking acct. From the *** and overseas(***** was one place).. I called ************ fraud **** immediately after I received no confirmation from the system phoned in.

  

  Business response

  07/25/2024

  Reference Number: BBB 2195756
  
  We have received your Complaint about your account. You called in on 7/13/24 and 7/16/24 and spoke with an agent.  Upon further research, you attempted to make 2 payments on 7/16/24 and 7/20/24 both declined due to CVV2 mismatch. On 2/22/24 we sent you a notice of default letter for ******* and February. We have made it convenient for customers to use one of the following payment options; set up recurring payments, online, by phone, with an agent, ************** MoneyGram, web bill pay, or mail. Attached is a copy of the notice of default letter and payment history.  If you would like to call our team, they would be happy to discuss options and arrangements on the account to get caught up.  Please contact us at ************.
  
  Thank you,
  Crescent Bank Complaint Department 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Crescent Bank. I do not have a contract with Crescent Bank. They did not provide me with original contract as requested.

  

  Business response

  06/27/2024

  Complaint Id: *****************************
  **************,
  We have received your complaint requesting validation of an outstanding loan from Crescent Bank.
  We researched your complaint and would like to share the results of our investigation.
  The contract was signed on 3/22/2021. We received all loan documents from the dealership, including a copy of the drivers license, social security card, signed contract, and service contract.  
  On 10/4/2023, you spoke with management regarding 2 money order payments you said were sent on 9/25/2023. We informed you that the account was assigned for repossession.
  
  Based on this research, we have confirmed that the reporting to the bureaus is accurate, and we will not act to clear derogatory reporting.  We are providing the above referenced documents, and your account history. If you are disputing the loan, please follow the bureau dispute process and complete all the required fraud paperwork.
  If you have additional questions, please contact us to discuss the account at **************.
  
  Thank you,
  Crescent Bank Complaint Department 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So after not being helped with skipping a payment ive come to realize that this company is over charging me in interest rates which is illegal to be exceeding an amount in charges im being charged way more than what any person should be and if this company fails to fix the charges i will be getting a lawyer so we can see who should be paying who. The people should have to be taken advantage of especially because of our credit

  

  Business response

  06/25/2024

  Reference Number: BBB 21868793
  
  We have received your Complaint about interest rates. We researched your complaint and would like to share the results of our investigation.
  On the following dates below, you requested extensions on the account. When extensions are granted, daily interest will continue to accrue, so any payments made after the extension will be applied to unpaid accrued interest first. So less if any of the payment made will reduce the principal, costing more interest over time. This is a mandatory script that is read verbatim when requesting an extension.
  Extensions requests: 9/6/23, 11/1/23, 1/12/24, 4/15/24
  On the following dates 4/1/24, 6/11/24, and 6/18/24 you spoke with the management team who explained simple interest and how extensions impact it.
  Loans with Crescent Bank are simple interest loans, which means the loan accrues interest each day based on the interest rate and the principal balance amount. The interest rate is listed on the customer's contract and is the average of the principal balance owed in the interest each year.
  Whenever you make a payment, the money you pay will be applied first to accrued interest. Then the remainder will reduce your principal balance, so your daily interest will be reduced as you lower your principal balance.
  If you have any further questions, please call us at **************.
  
  
  Thank you,
  Crescent Bank Complaint Department 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩