Complaints

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2 issues; have 2 loans with the same bank. 1) **** Escape outstanding loan amount balance remaining is $22.00 this bank submitted the entire payment of $225 to my bank. Requested to get this corrected and they still have not submitted for the correct outstanding amount and requested for car title to be mailed once this has been processed.2) Another vehicle payment on Range Rover of $850/month was financed through same bank. I made payments and still making payments, was asked by *****, loan officer, to complete a form, which I did fill and brought in, to take the October 2021 payment to the back of the loan. I requested the bank to put a hold on the November payment until my accounts were free from fraud. I made November and December payment of $850 each in December, paid $850 in Jan for due payment. I called the bank in December requesting for them to update my credit history as it reflected late payments, called and requested again in January for the payment history to be update in my credit since my credit score dropped from the lack of action on behalf of the bank. Called the back again in January asking for a resolution and an update on my credit history car payment and nothing has been updated. When I called the bank again today, 2/3/23, ******, loan officer stated Im behind on my payments, told me to take my loans elsewhere and hung up on me, she was unprofessional and rude. They are holding my credit and payment history hostage. I dont know who else to reach out to. ***** was on vacation and I asked ****** if they share and communicate with one another.

  Business response

  02/24/2023

  I will first address me being ********************** was screaming and swearing at me and asked if I was stupid, so I hung up because I do not feel I need to be spoken to that way. I immediately went to a ***** of ******** and explained that I had hung up due to the member being rude on the phone. i asked him to call her back with me to see if he could calm her down a bit so we could come to a solution. He was in a meeting with an auditor, and it took longer than he expected and I had a flight to catch. The ***** member did call her back that day and told her we would fix things. When I returned from vacation I spoke with the ******** again, he told me we were going to fix it. At this time we were in a transition with eployee who had access to credit bureau reporting, therefore it is taken a few days longer than normal.  On Tuesday Feb 21st,  I have opened a case with Equifax and they are in the process of fixing her file. ******* told me this will be resolved it will just take some time. I have a follow up on Monday 27th to check the status. I called ****** on Tuesday the 21st and told her this. She paid off the small loan and was still complaining about the larger loan and the fact that I hung up on her. She did not take any ownership in her words. As far as telling her she can take her loan elsewhere, she has that right if she isn't happy with service. Her issue will get fixed as soon as possible. As far as an apology for hanging up on her, I feel she was abusive and unwilling to listen to what i had to say.

  Customer response

  02/25/2023

   I am rejecting this response because:
  
  I have a phone recording of ******* comments and conversation between her and I which took place.  ****** is a liar, ****** stated in the recording why dont I take my loans worse where.  I never called her any names.  I will be submitting this recording tot be ***** member, *****.  I went to the board member and made a verbal complain.  I also informed *****, previous Bank loan officer who did a great job when employed with ACCU.  I will also be contacting whistleblower and get in touch with the other board members since ****** insists on lying.  3 months since I brought these issues and complaints and this has yet to be fixed.  Im ycredit bureau is still showing as past due amounts, I have been paid to date.  

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