Complaints

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was illegally charged a late fee even though I made my payment. They are not taking the funds out of my account and trying to say I didn't pay. Although when I called them they claimed to "not know why it wasn't paid" and claimed it should have been. This is the third time this has happened so I'm assuming they're just charging late fees on bogus claims to get extra money from their customers. Letter attached.

  Business response

  12/12/2022

  In October of 2021 ******************** missed his October Payment.We send him Loan Late Notices over the next 6 months. In April of 2022 he made two loan payments April 12th and April 16th, which brought his loan to current. ******************* failed to make a May 2022, payment. His next payment was made on June 17, 2022 and he has been paying a month behind since. He has been sent a Loan Late Notice since June 2022. The payment he made on December 12, 2022, covered his November 16, 2022 payment due. He communicated with us after his complaint, and we have spoken with him and he understands his December 16th payment is still due.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had a disability/loss of life insurance added to my car loan without being discussed or asked about, it was just added. I did not find out until 3 years later, even tho I asked about suspicious charges on my loan. I was told it was nothing other than the interest on the loan. I am now finding out that it was for some disability insurance that I never asked for or wanted. Now I am out 4,000$ and they offered me 400$ to cover their mistake.

  Business response

  10/24/2022

  Hello,

  This member signed a specific document showing him the payment protection election and cost. This was also specifically a separate line item on his statement every month for the last 37 months. He has had payment protection coverage for over 3 years, and now he just wants a refund. He stated to us that he did not read the loan document he signed. We tried to show goodwill and refund the last 12 months, however he did not want that.  We refunded the last 12 months any ways, and as far as I know he still has not signed the document to cancel the policy and he told an employee he was going to try to file a claim for a sometime back, on the policy that he says he didnt even want. If we would have not paid for his policy and he had, had a claim, we would have honored that an paid for it.  He signed the document showing the policy, he was shown the cost on a monthly basis. We cannot assume he did not want this when his signature says he did. If you have additional questions please reach out to us.

  Thank you,

  *******************************

  Customer response

  10/31/2022

  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.
  
  First and foremost, this is not a case of me simply wanting a refund for something that I decided I don't want anymore. This is me wanting a refund/compensation for being misled, lied too, and laughed at. I was NOT told about this plan when i went over my loan with the loan officer. It is something that the bank added to my loan in the hopes i would not notice, which i did not. And it is also not the only mistake that was made on my loan documents, as they had down that i make almost 480,000$/year when they have had my direct deposit for years and know that is not even close to being true. Clearly whoever filled out my loan document(it was not me, everything was done over the phone and email)made several mistakes that the  bank does not want to acknowledge. Primarily being this disability plan that they added without talking to me about it. I was never even told it was an option for the loan, i had never even heard of it until i paid the loan off.  The other part of this is that i called the bank a couple months into the loan to ask what the charge was because it did not make sense, and i was told by someone at the bank it was just the interest on the loan, and i did not have anything to worry about. When telling the loan manager this, i was asked if i wrote down who i talked to, is that the type of business glacier hills is? Do i have to record all phone calls with them because they will lie to me and give me the wrong information? I did not do so because i TRUSTED the bank to tell me the correct information. Not to mention i never recieved any information on the policy, not what it covered, who it was through, or how to make a claim. Obviously i never tried to use it, because i never knew i had it. The banks offer to refund me the last 12 months is NOT acceptable compensation as that was for a measly 400$ when in my mind they have stolen almost 3,000$ from me. And I was laughed at by the manager as well when i explained all of this to them, very unprofessional business for bank. 
  Regards,
  
  *********************************

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