The customer service of this company is non-existant. They are very unorganized and **** send you in circles rather than assist you with your question
I refinanced my auto loan with this company online- my first mistake. I found them through an auto loan broker in May and was very excited to get out of my high interest loan. A couple of months into the loan, in August, they sent me a letter stating that they needed my proof of insurance. I called Xceed Financial's member services and was informed to send a copy of my insurance card to their email alias *******@xfcu.org. After doing so I payed my **** and went on. Then, in September, my payment was lost causing my account to go into a delinquent state. During this month Xceed also added a charge on my account for $2641. I also received a call from them saying that I had not made my payment for September and had to argue with them to get this resolved. After they found my lost payment I was informed that they didn't need my insurance card. No, instead they needed my declaration of insurance page emailed to the email alias named above. After doing this that $2641 charge was still not removed and my payments were supposed to go up by $30/month. I had no intention of paying them money that I didn't owe so I informed the associate I made my "partial payment" (what I actually owed)with that this needed to be resolved and she promised she would look into this for me. After not hearing back I assumed that it was taken care of and I did not immediately follow up to ensure that she did the job that she told me she would do. Now it was time to make my December payment and I logged into my account to see that this was still not taken care of. I called in to find out what is going on and they said that I wasn't supposed to email them in anything. Instead, I was supposed to call the insurance company that put the charge on my account. Frustrated, I attempted to call this company that is located way over on the East Coast in a different time zone that closed inconviently early- too early for me to be able to get this addressed during my regular work days. Finally, I got ahold of somebody on Friday who attempted to call my insurance provider to get the information that she needed. I remained on hold while she attempted to do this. She got back on the line and told me that they were unable to get ahold of them and would keep trying and get this taken care of for me. I accepted this and went on my way. Mind you, during this time I had made several attempts to make "partial payments" (the amount that I actually owed not the outrageous amount they were wanting me to pay (over $700 more than what I owed." I refused to pay more than what I owed and told them that I would make the account current when they remove this charge. Well, I spoke with them on Friday and both offices are closed Saturday and Sunday. My car was repossessed Monday morning at 6am before I had any chance to see what the progress was on this account. Thinking my car had been stolen because not for a second did I think my car would be repossessed, I reported it stolen. The police officer informed me that it was repossessed and not stolen. Frustrated, I called Xceed to find out why they would repo the car of someone who has continued to try to pay what was owed. The man I spoke to, Tim, told me that I had to pay the entire balance of my loan including the $2641 that was wrongly placed on my account. I told him he was out of his mind and asked to speak to a supervisor which he told me that no supervisor was available. I, once again, requested to speak to someone above him and he put me on hold and ended the call. I just wanted to speak to someone who could help me and no one was available. I spoke to everyone I could speak to and was unable to get this resolved. Finally, I spoke to ***** **** ext. XXXXX and thought I was getting somewhere. She PROMISED me she would get this insurance charge taken off the next day so that my redemption fee to get my car out would not include the $2641. After scrambling to come up with the money to get my car back, the next week on Monday I called..
I didn't have enough room to complain so I am continuing here before I get to my resolution. On Monday, December 14, I called back to find out that ***** Lara did not come through with her promise and the charge was still on there. She told me that their systems do not update until Mondays and that is why the charge was still on there. At this point I knew she was no better than anyone else working for this horrendous scam of a credit union. I called Allied Insurance company to make sure that they told Xceed that I did have insurance and they can remove the charge and the associate working there informed me that literally the only thing that someone from Xceed needed to do was log into the shared system they both use to see that the charge needs to be dropped. I had the money to have my car released and wanted to get it out ASAP as I did not have a vehicle to get back and forth to work and my car was accruing $40/day in the repo lot. I asked her once again to take care of this charge and also asked how I can get the money to them as it was for $15,500. She said to get certified funds and not use cash and go to any credit union and deposit the money and she said I would be able to get it released that day. I bought the cashiers check and took it to Desert Schools Credit Union who informed me it would have a 5 day hold on it. This was unacceptable. I attempted to call ***** Lara back with no answer and no call back. I spoke with Jessica who asked that I overnight the check to them and they would be able to release my car. Due to the fact that I am not an idiot, I felt it best not to overnight nearly 16k to a company who has screwed me over this far and lied to me on several occasions. I called Arizona Federal Credit Union and they told me that I can deposit cash into my Xceed account with there being no hold. This made me question why ***** Lara insisted on it not being cash. Did she want me to mail her a check instead? Or where they just trying to sell my car and screw me over? I tried relentlessly to get ahold of ***** and she would not answer her phone or return any of my phone calls. I verified that the money was in my account and that the insurance charge was still on there that day on 12/16. Later that night the insurance charge was removed and I was not contacted. I finally talked to ***** the morning of the 17th and she told me that there was no reason to contact me since Jessica gave me the information that I needed but this wasnt true. I kept asking for her supervisor and she did not want to give me the information. I was hoping to get a few of their fees removed since I had to keep my car in the repo lot for an additional 4 days ($160 worth of charges) due to their negligence when in all reality this whole situation is mostly due to their negligence. Without my authorization, ***** Lara processed my payment of $15,500 without telling me. Nor did she notify me. I had called the Repo lot this morning (12/17) to ask them how much it was going to cost me to get my car out because at this point I no longer wished to redeem my vehicle. My patience was exhausted and I no longer cared to give this horrible, awful company another dime of my money or another second of my time. When I called The Camping Company (the repo company) they told me my vehicle was released and I could come get it for $515. I finally got a call back from Michael, *****'s supervisor, who immediately took her side and defended her on her actions of essentially stealing $15,500 from me on a transaction I no longer wanted to make which they did not have authorization for. He proceeded to hang up on my even though I was being very polite and not once raised my voice.
I would like something to be done about the way this company does business and I would also like the delinquent payment removed from my credit report. I would also like to be reimbursed for the $1300 this repossession cost me.