Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Family First FCU is refusing to send me documents of a prior vehicle loan of when vehicle was voluntarily turned in because of non payment. Title was not transferred to buyer, and I am receiving PA Turnpike bills in which I never received until they were late, and I also do not travel the Turnpike at all. I have filed a complaint with PA DOT to get this vehicle registered to a different person beings I no longer have it. I am waiting for documents from Family First to show dates and times when it was repossessed and then sold. I also have multiple documents left with my State Representative for this case with PA Turnpike and PennDot

  Business response

  10/31/2024

  
  October 31, 2024
  
  To whom it may concern, 
  
  Family 1st *** granted an auto loan with a co-signer for a 2016 Dodge Ram for Mr. ******* ******* on 05/26/16 in the amount of $33,714.29.  Mr. ******* had the vehicle leased with Ally and was buying out the lease. 
  Mr. ******* then said he did not have all the funds to pay for the taxes and title fees and paperwork to transfer the vehicle over into his name and add Family 1st *** on as lienholders from the lease at Ally.  On 07/01/16, Family 1st FCU refinanced the 2016 Dodge Ram and added onto the balance to pay for the fees associated with the transfer of the truck. Mr. ******* had a co-signer on this loan as well.  This brought the balance of the loan to $36,000.00.  The Credit Union deposited the funds from the refinance into ******************** account.  Mr. ******* came in and withdrew $2,000.00 from his savings claiming he would use the funds to pay for the fees for taxes, title and paperwork transfer of the vehicle.  Mr. ******* never used the funds to transfer the title, he claimed he needed it because he went through hard times.  The only reason we rewrote and added onto the loan was to pay for the title fees, etc. The funds were not to be used for anything other than that. He blamed his cousin who worked for ************** for the issue with the title. 
  During the course of several years, Family 1st FCU tried to get Mr. ******* to transfer the title into his name but we were unsuccessful.  We tried to help him every way possible with this but again, unsuccessful. 
  **** became delinquent on the auto loan and claimed it was because he lost his job.  Once again,we tried to do whatever we could for him to keep his truck.  He became EXTREMELY delinquent.  We were getting around ****** every other month when the payments were ****** per month. We felt bad and wanted to help him so we suggested to refinance the loan with a co-signer.  This would give him a fresh start and clear the delinquency. On October 25, 2021 we did indeed refinance the loan and cleared the delinquency.  He then became delinquent AGAIN, claiming that we would not help him because he wanted to get rid of the truck and we would not finance another vehicle. We could not possibly finance another vehicle after we had tried numerous times to work with him.  **** claimed the truck was in the shop and needed work. 
  Mr. ******* claims he voluntarily surrendered the vehicle, which was inaccurate, he did give us the location of the truck but we had to find a repossession agent.   We had hired Randys Towing and Recovery to repossess the vehicle from the New Castle School of Trades.  The vehicle was in complete despair.  Wrecked, motor blown and transmission froze. 
  We sold the vehicle to a junk yard for ******** on July 19, 2023, taking a loss of 24,276.17.  Mr. ******* claims he called and we gave him several excuses in regards that we couldnt find the documents he was requesting.  That is completely untrue and inaccurate.  We told him numerous times that we could not give out the buyers information due to privacy policies.  He would call and call us greedy and get very nasty.  We told Mr. ******* that there would be a fee for researching any information that he was requesting other than the buyers information because we could not give out that type of information.  He was told the fee would be ***** per hour.  That is our fee for any type of reconciliation. 
  We are not in the market to harm our members, we go above and beyond, more than we should. Our philosophy is people helping people
  
  We have all notes and documentation throughout the time frame of his loans.  If you need anything else, please do not hesitate to call or email.
  
  Email:  ************************************************************************
  Phone: ************
  Hours of Operation: Monday Thursday 9:30 4:30
  Friday 9:30-5:00
  
  Thanks for your time.
  
  
  
  Sincerely,
  
  
  
  
  **** ****, Manager
  Family 1st FCU

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The business has made no willingness to assist with the complaint to aolve the issue and lied in the response as to saying they told me it would cost $1.00 for the report I asked for. They also lied saying that they worked with me on the loan, and did not acknowledge I brought numerous quotes back to them for trade for different vehicle at dealerships. Also, it was not mentioned in the notification how I was treated when I contacted them about a registration issue in the state of ************* 

  
   
  Regards,
  
  ******* ******* Jr

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