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Gateway One Lending & Finance LLC

Phone: (888) 810-8740 Fax: (714) 844-4536 View Additional Phone Numbers 160 N Riverview Dr #100, Anaheim, CA 92808 http://www.gatewayonelending.com


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Description

This company offers automobile finance services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Gateway One Lending & Finance LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Gateway One Lending & Finance LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 70 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

70 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 32
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 36
Total Closed Complaints 70

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Gateway One Lending & Finance LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: Business started: 01/29/2007 in CA Business incorporated 02/16/2007 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Brian MacInnis, CEO Mr. Paul Choi, General Counsel Ms. Christine Colfax, Compliance Specialist Mr. Marty Crowley, Chief Information Officer Mr. Andrew Sturm, Executive Vice President, Loan Servicing Mr. Charles Tocker, Vice President, Audit
Contact Information
Customer Contact: Ms. Christine Colfax, Compliance Specialist
Principal: Mr. Brian MacInnis, CEO
Number of Employees

862

Business Category

Consumer Finance & Loan Companies

Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Department of Business Oversight (DBO) 7575 Metropolitan Dr #108, San Diego CA 92108 Phone Number: (866) 275-2677 Fax Number: (619) 682-7217 http://www.dbo.ca.gov/


Additional Locations

  • 160 N Riverview Dr #100

    Anaheim, CA 92808 (714) 696-3800 (888) 810-8740 (714) 630-4653

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gateway One ran my monthly car payment twice, which caused me to overdraft in my checking account. It is coming up on 4 weeks now and i still have not received my check in the mail. They say they have sent it twice, but I have yet to get it. My bank is about to close my checking account because they will not reverse the over draft fees this has caused until I deposit the refund check. The manager is rude and could care less about the consumers.

Desired Settlement: I want my refund in a timely manner. 4 weeks in NOT timely.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

Complainant indicates Gateway “ran [complainant’s] monthly car payment twice". Please note that Gateway did not debit complainant’s bank account, but rather received 2 payments from the complainant.  Both payments were applied to the complainant’s account.  Complainant subsequently contacted Gateway requesting that one payment be returned.  On June 8, 2016, Gateway issued and mailed a check, via USPS, to the complainant. Gateway’s records indicate the check was negotiated on June 21, 2016.  If complainant has additional concerns regarding this matter, we encourage complainant to contact our customer service department at ***** ********.

 

We trust this addresses complainant’s concerns. 

6/30/2016 Problems with Product/Service
6/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I make payments every month to this company in the amount of $315.00+. I send it the same way every month through the mail. First they were telling me they didn't get the payment. I checked with the postal service and was informed that it had been cashed, yet they have no idea where my payment is. They had me send correspondence that I've had with the postal service faxed over all the information and still they can't tell me where my money is. Now they call me 4-10 times a day talking collections for a payment not received. I budget my money so I've never missed a payment.

Desired Settlement: I want my payment returned or placed on my bill as it should have been. I would like an investigation placed on who cashed it. That person should not be working for a financial institution or any where near money. Very untrustworthy people and company. I want the harassment to STOP!

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

Complainant indicates a payment was mailed to Gateway, but has not been applied to the complainant’s account. As of the date of this response, Gateway has not been able to reconcile the complainant’s missing payment. Gateway has been in contact with the complainant and has requested documentation to support a payment was received and was negotiated, which will assist Gateway in reconciling the payment. Gateway has not received the necessary documentation to reconcile the payment and has informed the complainant what is necessary to assist us in resolving this matter. Gateway is willing to waive any late fees and charges associated to the missing payment in addition to correcting any potential negative credit reporting that may occur during Gateway’s resolution process. We will also notate that the account is in dispute with the credit reporting agencies during the resolution of this matter. We encourage the complainant to continue to communicate with Gateway to reach a final resolution in this matter.

 

We trust this addresses complainant’s concerns. 

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a car loan with company. I had questions concerning my payment. I have called this company several times in the last 4 weeks I have left several messages and I have email them, but I have yet to received a response. As a result my payment is now 30 days past due. I called today, but I was hung up on twice.

Desired Settlement: The want to the business to be available based on the hours they have posted on their website, I want to be able to make my past due payment on line, and I want any negative information removed from my credit report.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

Gateway has received voicemail messages from the complainant and attempts to return the complainant’s calls have been made. Unfortunately, Gateway was not able to speak with complainant and have left messages providing direct contact information of employees familiar with the complainant’s account.   Due to circumstances regarding the complainant’s account, the customer’s attempts to contact us requires call transfers to a specific group within Gateway. We strive to return all calls and voice messages in a timely manner. We apologize for any inconvenience untimely responses may have caused. Records indicate that the complainant was able to make an account payment via an electronic bill pay. Regarding the payment in question, as of the date of this response, there will be no negative impact to the complainant’s credit reporting. With respect to the complainant’s ability to make a payment, after the date of this response, via our website and the matter of call transfers for account servicing, we have removed any payment and servicing call transfer restrictions from the complainant’s account.

 

We trust this addresses complainant’s concerns. 

5/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have my car financed with this company and I have references put down for them to contact if they can not reach me, however they are calling other people that have the same last name as I do looking for me that isn't even on my paperwork, I am not sure how they are getting these other peoples phone numbers because I do not know the numbers of the people they are calling. They are calling and harassing these people and myself. I have asked them to stop calling people that are not on my reference list, however they continue to call them.

Desired Settlement: For the company to stop calling and harassing

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

Gateway attempts to contact its customers based upon the status of their account with Gateway.  In this instance, Gateway attempted to contact the complainant.  Gateway was, however, unsuccessful in contacting the complainant.  Therefore, Gateway attempted to contact additional parties in order to facilitate communication with the complainant.  Gateway did not disclose any information associated with complainant’s account during such calls. 

 

Gateway’s records do not indicate any prior requests that calls to 3rd parties cease.  Gateway will consider the present complaint as a request that all calls to 3rd parties cease. 

 

We trust this addresses complainant’s concerns.

5/30/2016 Problems with Product/Service
5/24/2016 Problems with Product/Service
5/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a vehicle financed through Gateway lending in which my payment is due the fifth of every month. I scheduled a payment on the third of April and the payment posted to my checking account on the fifth of April. My bank placed a stop payment on my payment without my knowledge. I was unaware of of the stop payment my bank placed on the transaction until gateway contacted me on the twelfth of April. I checked my bank statements and saw the payment I had made was reversed and put back in my account. I contacted my bank and found out the reason of the stop payment which was a bank error. The bank lifted the stop payment and told me to resubmit the payment the following day which is today the thirteenth of April. I called Gateway lending twice and told them what had happened and my bank had made an error and told them when they told me to resubmit the payment. They claim to have documented this on my account. At 10:49 A.M. I received another harassing call from Gateway lending. They were asking questions they already had the answers to on file if they had someone competent and literate enough to read. Be very wary of this company.

Desired Settlement: In the future to do their jobs without harassing customers and use what little common sense they may have combined.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

We regret that complainant was not satisfied with his experience with Gateway representatives.  Gateway contacted complainant on April 12, 2016 to advise that the payment in question was reversed by complainant’s bank.  Gateway communicated with the complainant subsequently that day where complainant advised of a bank error.  Gateway placed a call complainant on April 13, 2016 but was unable to speak with complainant.

 

Gateway placed 2 calls with respect to the payment in question to ensure that the April payment was timely received in order to avoid the assessment of a late charge rather than to harass complainant. 

 

We trust this addresses complainant’s concerns. 

4/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 25, I received a text message advising that I was eligible for an extension on my account. I immediately called back and informed the agent that I had sent the payment of $500, the day prior. The agent advised that was fine, and that upon receiving the payment, my account would be up to date, and I would actually have a credit. She went on to say that I was eligible for this extension because my account had been in good standing. I informed the agent that there could be a delay in receiving payment due to Easter holiday. On March 29, I received another text stating I was eligible for an extension. I replied asking if they had received my payment. She stated that they had not. I once again reiterated that there may have been a delay, due to Easter holiday. I stayed that they should certainly receive it the next day. The next day, on March 30, I started my car to take my daughter to school. My boyfriend came running in saying my car had been stolen. After calling the police, we were informed it was repossessed. I called the Gateway and was promised a call back from the manager within a half hour. I waited all day for the call, and finally called back and spoke with ******. ****** stated that my payment was received by the deadline (I was never informed of a deadline) and there was nothing I could do except pay off the loan. She also stated that customers tell them all She provided me with the senior manager *****'s phone number. I left him a voicemail. I never received a call from him. The following day I called both ****** and ***** and left messages stating I needed my kids car seats, and their birth certificates and social security cards were in the car, I left many messages for both of them, and also on the #800 on my bill. I have called multiple times every day, and have not received a call back. I have not even been quoted a payoff amount. I believe that they have lost my car, and that is why they are avoiding me

Desired Settlement: I would like to be contacted by the business and at least get a payoff quote. I would also like to get my personal belongings from my vehicle. In addition, I would like an explanation as to why, despite my constant communication with the company, I was never advised that my car was at risk to be repossessed.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

With respect to the repossession of the motor vehicle in question (the “Vehicle”), please be advised that Gateway sent complainant a “Notice of Default and Requirement of Strict Compliance” (the “Notice”) wherein complainant was advised that Gateway would seek to exercise its rights under the terms of the retail installment contract signed by the complainant for the purchase and financing of the Vehicle should a default occur. 

The repossession of the Vehicle occurred in the morning of March 30, 2016.  At that time, complainant’s payment had not yet been received.  During conversations between complainant and Gateway representatives on March 30, 2016, complainant was provided with the payoff associated with complainant’s account as well as contact information in order to retrieve any personal property located in the Vehicle.  Should complainant require the information again, complainant may contact Gateway directly for such information. 

Please note that Gateway does not communicate with its customers via text messaging.  Gateway does not have any records to indicate that text messages were sent to the complainant on March 25, 2016 or March 29, 2016.

We trust this addresses complainant’s concerns. 

4/12/2016 Problems with Product/Service
3/22/2016 Billing/Collection Issues
2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an auto loan through Gateway One Lending. From the moment I obtained this loan through them I knew it was a bad idea. They were calling me at work when I hadn't even been due for my 1st payment yet after I told them not to. Just awful. Anyways, I make my monthly payment online every month. This past month was no different. I went online and scheduled my payment, their website froze and it wasn't showing that my payment went through. So I did it again and it was only showing one payment. I thought everything was fine when only one payment came out of my bank on the 1st of the month. Then on the 2nd another payment came out! I immediately contacted Gateway One and their customer service is awful! They told me I needed to send them copies of my bank statements and letters from the bank-all to reverse an extra payment they could clearly see they took. It made no sense. But I did it anyways. Since then they have not returned any of my emails and are doing nothing. I have since incurred 2 overdraft fees from my bank totaling over 60 dollars. I am so furious!! It's just not fair. This company refuses to do anything for me when it's their fault! They aren't refunding my extra payment or any of the overdraft fees that have incurred because of them! This is awful! My bank account is now negative almost 300 dollars!

Desired Settlement: I want the extra payment returned to me, I want all of the fees I've incurred refunded to me, and I want an apology for them treating me like I don't exist! If I was behind on a payment they'd be blowing up my phone at every number. But since I'm wanting them to return money to me, I can't get anyone to talk to me! I'm so disgusted!!

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

 

We apologize that complainant was not satisfied with her experience with Gateway representatives in the handling of the account in question.  Gateway’s records indicate that on January 25, 2016 complainant scheduled a payment via Gateway’s online payment service.  That payment was posted to complainant’s account on January 29, 2016.  On January 31, 2016, complainant scheduled another payment via Gateway’s online payment service which was posted to complainant’s account on February 1, 2016.  On February 3, 2016, complainant contacted Gateway seeking a refund of the second payment as well as an overdraft fee assessed by complainant’s bank.  In order to provide such refund, Gateway requested a copy complainant’s bank statement in order to ensure that the payment referenced by the complainant was in fact deducted from complainant’s bank account rather than simply being reflected in Gateway’s transaction history. 

 

Complainant initially provided a copy of the Gateway transaction history associated with complainant’s Gateway account, which was not sufficient.  Complainant subsequently emailed additional information.  Based on this information, Gateway provided a refund of the second payment in question.  This additional information, however, did not include the overdraft fee that complainant referenced in the complaint.  Once Gateway receives verification of the amount of the overdraft fee, Gateway can provide a credit of that amount.

 

We trust this addresses complainant's concerns. 

2/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2011 dodge gran caravan financed through Gateway one. On October 26, 2015 the vehicle was totaled. October 27,2015 I called Gateway One and obtained a pay off of 13,363.00. *********** ********* Sent gateway a check for 10012.00 on 10-30,2015. During November the extended warranty company sent Gateway One a check for 851.00. I called Gateway One 6 times and my Gap insurance company called them once to obtain a Payment History for my Account. It took six weeks to obtain the Payment history. Gateway one finally emailed me a Payment history which I forwarded to the Gap insurance company who promptly sent a check to Gateway One for 2321.00 (I believe). Gateway One did not post ***********'s payment nor the warranty refund payment till 11-30-2015. The Gap payment was posted in December. Yesterday I received a statement from Gateway One with the following information. "account Balance $257.65, Monthly Payment Amount $1.21, Amount Past due $605.87, Outstanding Late Fees & Charges $12.00, Total Amount due $619.08. From the above Postings $13363.00-$851.00-$2331.00=$179.00 Amount due. I have called several times and emailed **** ****** with out any success. The last lady I talked to was rude and arrogant.

Desired Settlement: Recalculate the account using the pay off amount as of October 27, 2015 as quoted. Get rid of the past due amount, it does not exist. I believe $10863.00 posted in November would be enough to cover the November payment. Send be a correct statement showing $179.00 as the account balance and I will gladly pay it. If any derogatory filing have been filed with credit bureaus they must be removed ASAP.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

We apologize that complainant was not satisfied with complainant’s experience with Gateway representatives in the handling of the account in question.  As noted in the complaint, Gateway was first made aware that complaint’s vehicle, of which Gateway is a secured party, was involved in an accident and deemed a total loss on or about October 29, 2015.  Gateway provided a payoff quote at that time. The insurance proceeds check that was ultimately received from complainant’s insurance company was less than the payoff quoted.  Therefore, Gateway attempted to contact the insurance company on multiple occasions to determine the reason for the discrepancy and request a breakdown of the insurance proceeds check.  Upon receipt of the breakdown, Gateway confirmed that all options on the vehicle were accounted for and applied the insurance proceeds check to complainant’s account on November 30, 2015. 

With respect to warranty refund referenced by the complainant, Gateway contacted the warranty company on November 11, 2015 to request cancellation of the warranty product and a corresponding refund.  The warranty cancellation refund was received on November 30, 2015 and applied to complainant’s account at that time.

With respect to the GAP claim, Gateway submitted its initial request to the GAP administrator on November 9, 2015.  In addition, Gateway provided a payment history to the GAP administrator on November 24, 2015.  Gateway received the GAP claim check on December 10, 2015 and applied it to complainant’s account at that time. 

In order to address the complainant’s concerns with respect to any potential delays associated with processing complainant’s claims with respect to the primary insurance, cancellation of the warranty product, and GAP, Gateway will waive any accrued interest associated with complainant’s account from the date of loss.  Please note that the above 3 payments were all applied to reduce the principal balance.  We request complainant contact a Gateway Customer Care Specialist at ************ to find out the remaining principal balance associated with complainant’s account. 

In addition, Gateway will remove any derogatory reporting about complainant’s account after the date of loss. 

We trust this addresses complainant’s concerns. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

 

I have reached a satisfactory resolution with Gateway One.  Took four phone calls, two customs care specialist and two supervisors.  But it was resolved.  

Regards,

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

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My vehicle that is financed with Gateway One Lending, is a Total Loss due to the flooding in ***** ******** on October 4, 2015. Gateway one Lending gave my insurance company a payoff total of $20606.84. After the vehicle was evaluated by an adjuster, my insurance company informed Gateway One Lending that they will pay 16,505.00 the fair market value for the vehicle. I have GAP insurance that is suppose the take care of the remaining balance. Gateway One Lending filed an Appeal with the insurance company disputing the amount that they are willing to pay. Do to them filing the appeal, the payment for October which is due on the 19th of the month is due. I checked the account online and saw that a payment was made to the account in the amount of 1404.66 . I don't know where that payment came from. If that is for the extended warranty doesn't that amount belongs to me. I'm not sure. Gateway One Lending continues to call and harasses me for payment on a daily basis. They are the hold up on why this can't be settled. GAP insurance as well as extended warranty was finance with them. I want to the pay the car off and don't put a negative inquiry on my credit report because they are at fault.

Desired Settlement: I want Gateway One Lending to settle this account so it can show a paid in full balance on my credit file. No derogatory statements made towards my credit file and if they is money that need to be refunded, have it done in a timely matter. No further contact with me. I owe then no money

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

As noted in the complaint, complainant’s motor vehicle, of which Gateway is the lienholder, was involved in an accident and deemed a total loss by complainant’s primary insurance company.  Gateway has been in communication with complainant’s insurance company to determine the settlement amount.  After receipt of the initial settlement amount determined by the insurance company and review of the valuation of the motor vehicle, Gateway requested that the insurance company re-evaluate the settlement amount.  After re-evaluation by the insurance company, Gateway agreed to the settlement amount.  The insurance proceeds were received on November 25, 2015 and will be applied to complainant’s account.

With respect to the payment in the amount of $1,404.66, it was the result of cancellation of the service warranty initially purchased by the complainant reflected in the retail installment contract evidencing the purchase of the subject motor vehicle.  The contract in question states as follows: “You [complainant] give us [Gateway] a security interest in: . . .  All insurance, maintenance, service or other contracts we finance for your; and All proceeds from insurance, maintenance, service other contracts we finance for you.  This includes any refunds of premiums or charges from the contract.”  Therefore, Gateway, as the secured party, cancelled the service warranty reflected on the contract and applied the refund to complainant’s account. 

Since the complainant also purchased a GAP product, Gateway has submitted information to the GAP administrator to advise of the total loss and is currently awaiting a response.  In the interim, Gateway has ceased any further reporting of complainant’s account to credit reporting agencies until GAP proceeds are received and applied to the account. 

We trust this addresses complainant’s concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Consumer Response: I had a vehicle that was total loss due to the flood in ***** ******** back in October. My insurance company paid Gateway one Lending $15551.00, extended warranty was paid toward the vehicle in the amount of $1404.66 and the Gap Insurance paid the difference of $3741,22. The total amount that was owe on the vehicle was 20,696.88. I received a bill from Gateway One Lending stating that I owe a payment of $1309.12 that includes interest and late charges. I checked the account with Gateway One Lending on the 24th of December and it states that the amount owe was 0.00.

I would like for this company to stop contacting me, do not put any adverse actions on my credit report. The vehicle is paid in full.




Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 
 
The payoff amount referenced by the complainant was initially provided in October 2015 shortly after the date of total loss was reported to Gateway.  The payments noted by the complainant have been received from various sources, including complainant’s primary insurance company, and applied to complainant’s account upon receipt over a period of approximately 6 weeks.  During that period, interest continued to accrue on a daily basis pursuant to the terms of the retail installment contract signed by the complainant. 
 
The $0.00 balance referenced by the complainant is that of the outstanding principal balance.  However, as noted above, interest continued to accrue while payments from various sources were pending which resulted in a remaining balance associated with complainant’s account even after application of the payments referenced by the complainant.  In order to resolve complainant’s concerns, Gateway will waive the remaining balance associated with your account and deem the account closed. 
 
We trust this addresses complainant’s concerns.

2/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently my husbands vehicle was repossessed on 12/29. He called on 12/30 and 12/31 to get the information to get the vehicle back. Was told both days that it takes 2-3 business days for them to get the information. with 1/1 being a friday and holiday then the weekend, those would not be considered business days. on 1/4 we Were given the amt to get the colateral back of $1768. Then on 1/5 a letter was received stating the amt of $1768 due by 1/15 and that we had until then to pay the above amt or the vehicle will basically be auctioned off. You are currently 3 hours behind us. We sent the money at 9:30 am EST on 1/15. ******** stated once she got in at 7:30 CST her time she would get the pymt and release the vehicle. After contacting the Lot the vehicle was located and being told they still had not received the release papers, my husband once again called Gateway and was Was finally able to get ahold of at 5pm EST on 1/15 stated we owed $86 more dollars for fees so no release papers were sent out. NO WHERE on the CERTIFIED letter sent did it say anything about $85 in fees. After 10 minutes of my husband arguing that, ******** stated she would "waive" these supposed fees. At this time the lot where the vehicle is located was already closed. closed at 4pm est on 1/15.So the vehicle had to sit over the weekend and accrue more charges due to your company not processing the paperwork correctly. I understand reposession is our fault, however it is your companies fault for not relaying information correctly and in a timely manner, that we are now facing $300 worth of lot fees because of you companies error. So we hope the Lot will realize this is not our fault that we were not able to get the truck out on 1/15 and work with us on the fees.

Desired Settlement: If we the lot does not work with us on the weekend storage fees, would like the company to refund us the charges as we would have been able to get the truck out on 1/15 but had to leave it over the weekend due to Gateway One not issuing the release in a timely manner. They may have releases it at 2pm CST their time, but it was 5pm EST our time and lot was closed.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

As noted in the complaint, complainant’s husband is the Gateway account holder.  Gateway repossessed the motor vehicle associated with the account on December 29, 2015.  The account holder called Gateway on December 30 and 31, 2015 seeking information about return of the motor vehicle.  At that time, Gateway was unable to provide the information requested.  On December 31, 2015, Gateway mailed account holder a Notice of Right to Reinstate which disclosed the amount necessary for account holder to reinstate the account and retain possession of the motor vehicle. 

On January 6, 2016, a Gateway representative called the account holder and advised of the amount necessary to reinstate as noted in the Notice of Right to Reinstate mailed to the account holder.  On January 15, 2016, Gateway received payment for the account.  Please note that the Notice of Right to Reinstate makes the following statement: “The dollar amount is an estimate because any storage costs will continue to accrue on a daily basis until you reinstate your Agreement and get your Vehicle back.”

Gateway did waive the additional storage and communicated an authorization to release the collateral on January 15, 2016. Although account holder may not have been able to retrieve the vehicle on January 15, 2016, Gateway has been informed that any additional storage associated with the vehicle has been waived and account holder was able to retrieve the vehicle. 

We trust this addresses complainant’s concerns. 

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not received my memorandum title in the 62 days that I have had the vehicle, financed through Gateway One. I have called several times as well as my co-signer and we have gotten no accurate or helpful information in regards to the issue. They have been very nasty and rude to us about the debt and when we attempt to inform them of our issue with not receiving the document, we have been yelled at, told that our loan will default, and hung up on when they refuse to listen to us. But it is my understanding that a lender has 30 days from purchase to provide the customer with a memorandum title in accordance with Ohio state law. After several calls and received calls I have not gotten my document nor have I gotten any information on how to obtain it. I refuse to pay my debt until they provide me with the legal document.

Desired Settlement: I wish to receive compensation to my first payment for the inability to drive legally with EXPIRED 45 day tags, the document that I simply need to drive the vehicle they have financed me for, and an apology for the nasty calls we have received in regards to the payment in an effort to speak with someone about my issue.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

Please note that Gateway is an indirect consumer automobile sales finance company.  As such it receives credit applications from motor vehicle dealerships on behalf of consumers seeking to finance their purchase of a motor vehicle.  Gateway takes assignment of certain retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers.  Gateway relies upon the motor vehicle dealerships to submit the appropriate documentation to the appropriate state agency, in this case the **** ****** ** ***** ******** (“** BMV”), in order to perfect the Gateway’s and complainant’s interest in the vehicle as well as any required registration.

The motor vehicle dealership provided a copy of the Application for Certificate of Title to a Motor Vehicle identifying complainant as the owner and Gateway as the lienholder of the vehicle that complainant purchased.  Gateway has checked ** BMV records which indicate that the certificate of title was issued on December 8, 2015.  Gateway’s records indicate that Gateway received the certificate of title on December 18, 2015.  Gateway is currently in the process of contacting the ** BMV in order to determine status of the registration associated with the motor vehicle.  Gateway requests the complainant contact the motor vehicle dealer from whom the purchase was made in order to seek the status of the registration as well. 

1/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company assigned 2 account numbers to a finance contract for a new car. I requested a payoff amount, for these contracts, on 11/20. Never received a reply. Finally called them on 12/10 & was verbally told amount was $16,473.37. Mailed bank check, overnight, and have PO verification, signed for by ** ********, on 12/11. At the time of the payoff quote, I was told that the title would be provided in 5 working days. It has now been 30 calendar days, and no response. Additional letters have been sent, most recent on 12/30, also overnight, and signed for on 12/31 by * *****. Still no response. PO Receipts are available for all correspondence.

Desired Settlement: Deliver our title, per commitment.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.

As noted by the complainant, Gateway did provide a payoff quote on or about December 10, 2015.  Pursuant to which a payoff The payoff was applied to the account.  The title for the motor vehicle associated with complainant’s account with Gateway was initially issued as an electronic title by the ******* Department of Highway Safety and Motor Vehicles (“** DHSMV”).  Gateway communicated the release of its interest in the motor vehicle to the ** DHSMV on or about December 21, 2015. 

Upon receipt of an email from complainant on or about December 29, 2015 seeking information regarding the title, Gateway responded and requested complainant call Gateway.  Gateway, however, did not receive a call in response to this email. 

In order for complainant to obtain the certificate of title for the motor vehicle, complainant will need to contact complainant’s local ** DHSMV office in order to arrange for issuance of a new title reflecting complainant as the owner. 

We trust this addresses complainant’s concerns. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

However, contrary to their comment, I did call them, and received no new information.  

I will go to the local *** office, and future responses, if any, will be dependent on the outcome of that meeting.

Thank you your your effort.

Regards,

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

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went into **** to purchase a 2006 ***** *********. After the first day of purchasing the vehicle their was issues with the truck. After the fourth (4) time taking it in. I called Gateway One to let them know I was returning the truck. The representative was *****. She assured me that it would be fine because she needed a paystub to verify my income. I also have a voicemail of her leaving the message. The day of me returning the truck ***** finance the truck without my premission. I called *****, who had no care in the world what shehad just done to me. Which I then ask for her supervisor and she made it difficult to speak with. Finally I was dispatch to a ***** who was also rude to me and during the call she hung up on me without notice. About a minute later a *** ****** called stating he was willing to help. To give him a day. Never from him until I called. He was rude as well, then told me the truck was mines so "deal with it" and pretty much that was his help. So a few days goes by I call Gateway One and was connected to there Fraud Department. I spoke with a ****** who wasn't helpful. Very combative. Said she would in a few days. Never heard from her after leaving sevetal messages. The 12/21/2015 I received a call a ****** ******. He wasn't helpful never took any type of the blame. It seem like he wanted **** and myself continue to dispute. When truly its Gateway fault when they knew I was dissatisfied with the truck and I was and return it. The truck has been in **** procession since 12/11/2015. It was towed their by the expense of me.

Desired Settlement: The truck was returned for misrepresentation and multiple repair issues even the transmission. I even wanted them to put me in another ****. ****, **** the General Manager refused. They have there vehicle. I wanted everything cleared from my name and credit report. I work to hard to keep my credit in good standings. Thanks.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

Please note that Gateway is an indirect consumer automobile sales finance company.  As such it receives credit applications from motor vehicle dealerships on behalf of consumers seeking to finance their purchase of a motor vehicle.  Gateway takes assignment of certain retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers.  Gateway was not a party to the underlying transaction between complainant and the motor vehicle dealership, ****, from whom complainant purchased the subject motor vehicle as evidenced by a retail installment contract dated November 10, 2015.

On November 18, 2015, during the initial telephone discussion between Gateway and complainant prior to assignment of the retail installment contract to Gateway, complainant did state there were issues associated with the vehicle and that complainant would be returning the vehicle to dealer.  Gateway discussed the matter with the dealer who advised that complainant once again took possession of the vehicle on or about November 22, 2015.  Gateway had a subsequent telephone conversation with complainant on November 25, 2015 to verify complainant’s personal information and the terms of the contract.  At that time, complainant made no further reference to any issues regarding the condition of the motor vehicle.  Therefore, Gateway proceeded to take assignment of the contract.

On December 3, 2015, complainant contacted Gateway to advise of problems with the vehicle.  Gateway subsequently contacted the dealer who advised that they had replaced the transmission at no charge to the complainant but complainant has not picked up the vehicle.  On December 21, 2015, dealer advised that they attempted to return the vehicle to complainant’s residence; however, complainant refused to accept the vehicle. 

Gateway requests you contact the dealership to arrange for pick-up of the vehicle and keep Gateway advised if there are any other concerns with respect to the condition of the vehicle. 

We trust this addresses complainant’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


Gateway is underminding there responsibility to me. I don't believe that Gateway is in business to finance severe issue vehicles. *****, a representative of  Gateway was aware that this was the third time that I took this truck back to **** for repairs, less than three weeks. Now! The fourth time I had to get towed. Again ***** knew I was going to return the truck because **** misrepresented the truck and fail to repair the truck. I have a voicemail from ***** ,November 25th, that she wasn't moving foward . Because she needed prove of my wages and wanted to know was I satisfied with the vehicle. She received no paystub, and she still process the finance. Which she mislead me. If only ***** would had did do-diligences of a courtsey call. We wouldn't be where we are today. And I still have the voicemail. Gateway needs to understand that they violated my consumers rights. Since Decemeber 11th the vehicle has been towed to **** and has been in there proccession. Gateway, *****, *****, ***, and there Fraud Department has mislead me, not trying to solve the issue. When I was a prior account holder of theirs **************. Never been thirty days late for three years. I feel bullied from this financial institution. And need Gateway to except wronging me and retrack this finance because of the misrepresentation and misleading of both Gateway and **** **** ****s.




Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) regrets that complainant is not satisfied with the initial response to the complaint.  As previously noted, a Gateway representative did have a telephone conversation with the complainant on November 25, 2015 at which time complainant was in possession of the vehicle after having initially returned the vehicle to the dealer.  Complainant raised no issues with respect to the vehicle at that time. 

**** **** ***** has informed Gateway that they have addressed the mechanical issues with the vehicle.  It does not appear that complainant has taken possession of the vehicle to determine whether the mechanical issues have been addressed.  Gateway once again requests that complainant contact **** **** ***** to arrange for pick-up of the vehicle and keep Gateway advised.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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


Again Gateway fail to understand their at fault. My name is ****** ***** ******, 44. I'm employed as a ******** ******* at *** ************ ** *** ***** at $14.00 dollars an hour. I live in a single bedroom apartment of 840 square feet. In my savings I have less than $2.00. I'm a father of two girls who depends on every penny I make. I said this because....I DONT HAVE MUCH! All I have is my name(credit). Which I work very hard to keep in great standing. As you know Gateway. On the 25th of November while speaking with *****, Gateway Representative. Yes I did have the vehicle, for the third time picking it up from **** repair shop. ***** was aware of this issue and I was testing the truck to see was the repairs corrected. As we all know now the fourth time the transmission failed. During my conversation with *****, she stated that she couldn't move forward until she verified my employment and she would need a recent paystub because I was only making $14.00 an hour. She prematurely and mislead me that she wasn't going forward until she receive my paystub. On the 27th the truck broke down for the fourth time less than three weeks. I called **** at **** **** *****. Telling him that the truck broke down again and if we can negotiate another vehicle. He immediately said....NO! He was paid on the truck. The problem was mines. This was all because of *****'s lack of responsibilty to me. She DIDNT get a paystub so how could she move forward. Gateway is wrong. There not excepting that they have wrong me. I have nothing. I only wanted a good running truck that I can make extra money for my daughters and I. **** has the truck, which was towed to them on the 11th of December at my expense. Because they refuse too. Also why are you taking a ordinary person through something like this....all I wanted was a reliable truck that I tried over and over to make this deal fair with **** and you, Gateway. The FAULT isn't mines. Please I ask you don't damage what I have worked hard for...my CREDIT. I struggle everyday. I live paycheck to paycheck. I only wanted a fair deal. **** won't even work another truck with me...why is that...I don't understand. The truck is a Lemon and I have the rights as a consumer to return a lemon, less than thirty days. Also ***** didn't receive any paystub, which I have the voicemail.

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/8/15 I received a telephone call from ******* a Gateway one representative regarding the outstanding balance on my account for an **** ** 2010. I informed the representative I had already called the company as well as received calls regarding this issue. I informed him I had lost my job, however had located a new job and provided him with employer information. I informed him I was to be paid bi-monthly and the first check would be held until I separated from the organization, which means my first check would be on 6/30/15. I encouraged him to contact the employer to verify the information. I was asked by the representative if I could borrow the money from friends or family to which I stated I had already asked and if I received any monies before June 30th, 2015 I would make a payment as well as maintain the agreement of making a payment on June 30th, 2015. I contacted Gateway again on 6/10/15 and informed them I had received some monies and would be making a payment towards my bill the same day. I was informed to ********* the payment and call back with a reference number. I also indicated I would be making another payment on 6/30/15. I contacted Gateway on 6/10/15 after making the payment and provided them with a reference number. I was once again asked by another representative when I would be making another payment to which I responded on 6/30/15. I also asked if the previous calls and agreements I made with other representatives had been recorded in the notes as I have maintained I would make another payment on 6/30/15. On 6/15/15 Gateway one went into my personal account which I did not authorize for them to do so (I have made single payments online in the past and I was assured during the payment process the information would not be retained) and proceeded to withdraw a payment that had already been made via ********* on 6/10/15. After several attempts and overdraft charges incurred by their attempts my account with TD was closed.

Desired Settlement: I would like to be recompensed for the charges I incurred as a result of Gateway one attempting to take monies out of my personal account without authorization. I spoke with a man that identified himself as Jason Murray and was told he needed to listen to previously recorded calls between myself and the other representatives to determine if I had previously authorized gateway to go into my account. I then asked him how did Gateway one get my account information as I rarely used it to make a payment and I always elected a single payment not recurring payments. I also reminded him as per the notice on their site for single payments the information would not be retained. He informed me he would listen to the call and if it was determine I did not authorize gateway to go into my account I would be refunded the charges. He then stated he would be listening to the call, assuring he would be calling me back in 10 minutes. I made several attempts to contact him but never heard back.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant.   

As noted in the complaint, complainant submitted a payment on June 10, 2015 via ********* which has been applied to complainant’s account.  On June 15, 2015, complainant contacted Gateway and authorized a payment to be processed on June 30, 2015 from complainant’s bank account.  Please note Gateway did not withdraw any funds from the complainant’s bank account on June 15, 2015.  

On or about June 22, 2015, Gateway mailed a confirmation letter to the complainant about the pending transaction scheduled for June 30, 2015.  Gateway processed this payment on June 30, 2015 but the transaction was returned by complainant’s bank.  Gateway attempted to process this payment again on July 1, 2015, but was unsuccessful.  Therefore, Gateway did not withdraw from complainant’s bank account on June 15, 2015 or June 30, 2015.  

We trust this addresses complainant’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company's account of the incident are completely false. I *********** a payment on the 10th and the company went into my account on the 15th of june which i will be providing additional information of Gateway attempting to withdraw monies from my account. I will be providing copies of my bank statements corroborating the attempt to withdraw monies from my account on June 15, 2015. The company also never sent me any mail stating they would be accessing my account as i never provided them with the account information. I made single option payments on my account three times. I had also agreed to make a payment via money gram as suggested by a gateway representative on june 30th so they could receive the payment quicker.  I also called gateway on june 30th with the ********* reference number so there was no need for the company to attempt to withdraw funds from my account. 

Regards,

***** ******



Business Response: Gateway regrets that complainant is not satisfied with the initial response to the complaint.  Gateway has not yet received any additional documentation from the complainant such as the complainant’s bank statements as noted in the complainant’s latest communication.  Gateway requests that such information be mailed to:

Gateway One Lending & Finance, LLC
Attn: Legal Department
*** ** ********* ****** ***** ***
******** ** *****

Upon receipt of such additional information, Gateway will further investigate the matter. 

Please note the ********* payment referenced by the complainant was received by Gateway and applied to the complainant’s account on July 1, 2015.  Gateway's records refflect that Complainant contacted Gateway on July 2, 2015 to advise that such payment had been made. 

Upon receipt of the additional information noted by the complainant, Gateway will reinvestigate the matter. 

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my 2006 Bmw 325i and financed through Gateway one lending and finance in late May of 2015. Unfortunately i wasn't able to drive much and total my car soon there after.My insurance paid $11800 of the principle sum of $12845 which i borrowed from the finance company. I am getting charge interest on sum of 12845 and not on the remaining balance of which i owe. The interest was based on a simple interest and not on the original amount owe and i have an option of paying it off early with no penaltiesI explained and talked to the representative of the company but they were adamant about interest charges and how i have not paid any payments. The lending company doesn't follow it's fair lending policy. I looked at my account on website and they have charged me $238.88 interest charges on sum of $1100 owed. I can't believe i financed my vehicle through this company. Need your help regarding this situationThanks******** *****

Desired Settlement: I would like the Finance company accurately calculate the finance charges and stop calling regarding the payment stating i am late on the payments, which the insurance company had paid most of the amount. And also please calculate the interest rate correctly and not based on $12800 which i finance but the balanced owed.

Business Response: Customer Information

******** ***** (Complaint ID ********)

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

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

Phone: ************

Email:  ******************

Account No. **************

 

 

Gateway’s Response – 08/21/2015

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant. 

 

As noted, complainant entered into a retail installment contract which calculates
interest on a simple interest basis in which payments received are generally applied
to the earned and unpaid part of the finance charge prior to applying to any
additional amounts, such as the principal balance.  Interest accrues on a daily basis and is
determined by the then outstanding principal balance and APR.  Therefore the number of days in between
payments, the outstanding principal balance and the annual percentage would be
utilized to determine the amount of earned and unpaid finance charge upon
receipt of a payment. 

 

Gateway will provide complainant with a payment history to reflect that the entire
payment from the insurance company was applied to reduce the principal balance
rather than any accrued interest.  A subsequent payment applied to the account was then
applied to the accrued and unpaid interest.  Please note that
interest accrued on the account was calculated on the then outstanding
principal balance rather than the initial principal balance.

 

We trust this addresses complainant’s concerns. 

 

Tell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The e-mail replied that i received is so much falsified in regards applying the process on the monthly statement . I have attached a file to view what the insurance company is charging me interest based on the original amount and not on the paid off principal amount.
Once again,
On 6/30/2015 the insurance company paid a sum of $11,834.08, of which the payment of $317.00 was  due on 7/3/2015. My next payment interest should have been calculated based on simple interest of 15.99% on the remaining balance owed, $1147.06 and any interest accured, instead i received called from the Gateway lending collection department that i haven't made a payment. I paid $327.68 on 8/3/2015 ,which was the monthly payment amount for the loan amount of $12,981.14. For my loan, My monthly payment is still based on the original loan amount. This is not according to fair lending practices. Even though after the sum lump payment made by the insurance company , my next payment still is the same.  If the principal amount is reduced, why is the interest and payment amount not reduced for my next monthly Payment?
Needs clarity on 
1. After the Lump sum Amount paid, 
    a. Interest is calculated on what principal amount?
    b. The Monthly payment why  is still $317.00 ?
    

Regards,

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



Business Response:

In response to complainant’s questions raised in the rebuttal, please be advised that the daily interest accrual is based upon the then outstanding principal balance.  Therefore, interest accrual after application of the insurance proceeds was based upon the reduced principal balance rather than the initial amount financed.  

With respect to the monthly payment amount, Gateway released its security interest to complainant’s insurance company upon payment of the insurance proceeds.  Rather than accelerating the entire remaining
amount due under the terms of the subject retail installment contract (the “Contract”) upon release of its security interest, Gateway seeks the monthly payments noted on the Contract until complainant’s obligation has been fully satisfied.   

We trust this addresses complainant’s concerns. 

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gateway One Lending is the finance company for my vehicle. I applied for & received an extention for 2 months payment on my vehicle in April 2015 to cover the months of May & June 2015, with regular payments starting back in July 2015. However, my car was repossesed on orders of Gateway One citing lack of payment DESPITE the extention recieved in April 2015. This has left me without a car for days & the company offered no explanation of why my extension wasn't applied to my account. The company ignored my calls & attempts to correct problem. Upon calling their customer service & entering my account number, I was directly fowarded to a recording stating that no one was available to assist me at the time. Gateway One Lending towed my car & then ignored my attempts to have the situation corrected, leaving me without my car for several days. The lack of customer care from this company is inexcusable.

Desired Settlement: I would like the repossesion fee to be credited to my account.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.   

On April 17, 2015 Gateway had a telephone communication with the complainant regarding a 2-month extension.  Gateway provided information concerning the steps necessary to process a payment extension.  That day Gateway provided an extension request form to the complainant to be completed and signed then returned to Gateway.  Unfortunately, Gateway did not
receive the completed extension form.  Throughout the months of May, June and portions of July, Gateway made numerous attempts to contact the complainant to seek the necessary extension request form, including written correspondence dated June 4, 2015, but did not receive a response from the complainant.  Therefore, Gateway was forced to escalate the matter on July 13, 2015. 

The fee referenced by the complainant is a direct cost that was incurred by Gateway and will not be waived.

7/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After making a monthly payment with the principal amount less, the next month's interest is more. The consumer is penalized for paying before the due date. More interest on less principal.

Desired Settlement: Refund of interest overcharge.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant.  

With respect to the issue raised by the complainant pertaining to the assessment of interest on complainant’s account with Gateway, please note that the contract entered into by the complainant is a simple interest contract in which payments received are applied to the earned and unpaid part of the finance charge prior to applying to any additional amounts, such as the principal balance.  Therefore the number of days in between
payments, the outstanding principal balance and the annual percentage would be utilized to determine the amount of earned and unpaid finance charge upon receipt of a payment.  Payments would then be applied to the account accordingly.  As such, the allocation of a payment between principal and interest will vary from payment to payment. 

While payments made by the complainant have reduced the outstanding principal balance and, as a result, the daily interest accrual; the number of days between receipt of payments has resulted in a fluctuation of the accrued and unpaid interest assessed on each day a payment was received.  Gateway will mail a copy of the payment history directly to the complainant which will reflect the receipt and application of each payment received for complainant’s account.   

We trust this addresses the complainant’s concerns.

7/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Gateway One Lending & Finance is trying to state that I am still liable for a car I do not own and traded in two weeks ago. I had accidentally left an automatic payment in the amount of $500 (An over payment) on the website due to go through on 6/30/15 and it did. When I tried to call Gateway One Lending & Finance, they were not helpful in a resolution and tried to say I was still liable for the vehicle despite the ******** **** ********** in ******** ** having already taken possession of the vehicle and ******** **** having already bought the loan. They would not refund the $500 and I am now having to contact my legal representation for options and damages. This type of practice should be stopped and legal recourse should not be the only way hard money that way taken gets to be given back.

Desired Settlement: To have no other consumer be told they are liable for something they already signed away. This type of thinking is leaving the people with the actual responsibility of the property without any legal binding to their agreement. It should not be the responsibility of the consumer to do his or her due diligence in such matters as this burden has been delegated to the parties that have agreed to take ownership of the property in the trade in/purchase transaction. The business must apologize for this and refund the amount in full and promptly.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant.  

As background, the complainant contacted Gateway on July 1, 2015 to advise that the motor vehicle associated with complainant’s account with Gateway had been traded in to a dealership.  Gateway was previously unaware that the subject motor vehicle had been traded in and, at that time, no payoff had been received.  Therefore, the complainant’s account with Gateway remained open and the $500 payment from complainant had been applied to the account on June 30, 2015.   

On July 2, 2015, Gateway received a payoff from a dealership and applied it to complainant’s account.  The application of the payoff from the dealership in addition to the $500 payment received on June 30, 2015 created an overpayment.  The overpayment is currently being processed by Gateway and will be refunded to the complainant in accordance with Gateway’s standard procedures. 

We trust this addresses the complainant’s concerns. 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stop collections calls at work Gateway One Lending has repeatedly attempted to contact me at my place of employment about 4 times per day. where I am not permitted to accept personal calls. I have also received taunting voicemails in which no one says anything but I can hear heavy breathing on the other end. I would like for Gateway One Lending to cease and desist all attempts to contact me via phone and send me official documents by certified mail detailing their business with me.

Desired Settlement: Stop calling and send detailed information by mail as to why you are contacting me.

Business Response:

 

 

Customer Information

 

***** ******** (Complaint ID ******** & ********)

 

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

 

Account No. **************

 

 


Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

 

Gateway’s records indicate that complainant first advised that he no longer wished to receive telephone calls to his place of employment on March 10, 2015.  Gateway has complied with this request and ceased telephone calls to complainant’s place of employment since that time.  In the complaint, complainant now requests that Gateway “cease and desist all attempts to contact [complainant] via phone”.   Gateway updated its records to reflect that complainant no longer wishes to receive any telephone call from Gateway. 

 

We trust this addresses the complainant’s concerns. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Stop collections calls at work Gateway One Lending has repeatedly attempted to contact me at my place of employment about 4 times per day. where I am not permitted to accept personal calls. I have also received taunting voicemails in which no one says anything but I can hear heavy breathing on the other end. I would like for Gateway One Lending to cease and desist all attempts to contact me via phone and send me official documents by certified mail detailing their business with me. Stop calling and send detailed information by mail as to why you are contacting me.

Regards,

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


Business Response: Hello ******,
 
According to this rebuttal by customer, Mr. ******** is stating that the resolution we proposed in our first response does not satisfy him.  However, he is also not stating any new information in this rebuttal, only a copy and paste of the original complaint.
 
Gateway’s resolution and response that was originally posted to the customer is exactly what Mr. ******** requested from Gateway in his complaint.  GOLF responded that all calls have already ceased and desisted to his place of employment and home (since May 11th). The customer has not received any phone calls from Gateway since 5/12/2015.
 
Gateway’s original response meets the customer’s request and we are requesting this Rebuttal/Complaint to be closed.

6/5/2015 Problems with Product/Service
6/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 5th 2015, Gateway repossessed my vehicle due to being behind on payments. Since then I have tried a number of times to get in contact with them and was even given the name and direct number of one of their representatives, *********. Currently, I have yet to receive any form of communication from them to resolve the issue. I also have personal belongings in my vehicle that I have been trying to get back. Since I have not had my phone calls returned, I still am unaware as to how to retrieve my personal belongings and property of my employer which are of value to me, and I am unable to locate the current holding place of my vehicle.

Desired Settlement: I would like to receive information on how to retrieve my personal and work belongings from my car. I would like someone to contact me personally to resolve the issue with the car. And I would like to know the current location of the vehicle.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.  

Subsequent to the repossession referenced by the complainant, complainant and Gateway exchanged voicemails.  The parties, however, were unable to communicate directly and Gateway was unable provide the requested information.  Please note that Gateway has been in contact with the recovery agent and provided instructions to retain all personal property on behalf of the complainant.   

Gateway representatives will reach out to the complainant directly to provide the requested information.  Should complainant not receive a call from Gateway, Gateway requests that complainant contact Gateway’s corporate legal department in order to obtain location information of complainant’s personal property.  We apologize that we were not able to communicate this information previously. 


4/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a loan for my 2002 Ram 1500 truck that was financed by GatewayOne Lending and Finance. I received this loan 7 months ago and have paid every month without issue including paying a little extra at times. Two weeks ago I attempted to make a payment that is not due until the 29th (3 days from now) and was under the impression that it went through. Yesterday I looked at the account online and saw that the payment never went through and there was no record online that I could view of an attempted payment. I called and asked only to find out that there was a digit wrong in either the account number or routing number I entered, so the bank rejected the payment. This is the 2nd time this has happened, which is easy to do when putting in long numbers, but I asked why the company doesn't email, call, or in any way whatsoever attempt to contact me to tell me the payment didn't go through. I was told "we do collections, so we won't call until it is past due" meaning that they just hope I don't notice the issue until it's too late and I have a missed payment on my record. When I asked again why they don't send a courtesy email telling me the payment didn't go through so that I can try again, I was told "that's not a GatewayOne issue, that's your banks problem." To me, this is just a way of hoping customers will go past due on the loan so they have a better chance of making more money off the customer. I am in the process of buying a home currently, so I can't try to switch the loan over to another company until that process is over but as soon as it is I'll be getting a payoff quote and refinancing with a company that doesn't outright prey on their customers.

Desired Settlement: Although this is not a "store" policy but rather an entire company, GatewayOne should send an email to their customer if a payment doesn't go through for any reason, even if it's just an automatic email. Considering the company does collections, I'm sure they are very familiar with contacting people so it shouldn't be much trouble to send an automated email.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.   

Gateway’s records do indicate that complainant attempted to schedule a payment via Gateway’s website on March 14, 2015.  Unfortunately, due to an error in entering the bank account number from which the payment was to be made, the payment was unable to be processed.  Gateway appreciates complainant’s diligence in making payments timely and for bringing this matter to Gateway’s attention.

Currently, Gateway does not have a process to automatically alert a customer if their attempt to make a payment via Gateway’s website is unsuccessful.  The intent, however, is not to create a
delinquency.  This matter has been brought to the attention of Gateway’s Loan Servicing Department management.  

Please note that Gateway does offer customers the ability to establish recurring payments via its website rather than scheduling single payments which may reduce the possibility of error in the future. 

We trust this addresses the complainant’s concerns. 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the response from Gatewayone Lending and Finance, however the response amounts to a simple "sorry".  I understand this will not be an instant change and that it has been forwarded to a department for review, but for me to just say the action taken is acceptable would be to leave the issue in a place where it could easily just be ignored going forward.  I check back to make sure my payments go through and take responsibility if it doesn't due to my mistake, but I also know that many people would not have remembered to do so.  I understand the intent is not to cause a delinquency, but that will be the result regardless of the intent if this isn't addressed.  It is also upsetting that to go a step further if a payment fails it is no longer shown when logging in to view the account history.  I understand the record is kept and can be accessed by Gatewayone, but when I log into my account there will be no indicator on there that there's a problem either.  In other words, I can view my past successful payments but that list won't show me an unsuccessful one unless I already know it's happened and call the customer service line myself to have them look it up.  
In other words, reviewing the policy is good as a first step and I appreciate it, however my complaint isn't "resolved" unless there is an actual change to prevent this from happening anymore.
To address the suggestion of recurring payments, I'm sure that would be a good solution for some people and is good to have available, but doesn't work for me since the day of the month that I receive the funds and pay the bill is different each month.  

Regards,

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



Business Response:

Dear ****** *****:

 

Recently, consumer for complaint ID ******** was not satisfied with explanation Gateway addressed to the consumers concerns.

In the consumer’s response, they are stating they understand no instant change can take place and are merely restating their concerns. The complainant is not providing any new information or stating any new dispute.

Gateway regrets that the complainant is not satisfied with the initial response to their complaint.

 

Gateway does not feel that this rejection requires further response, as there is no new information that could be provided to the complainant that has not already been stated or addressed to the complainant in the initial response. Gateway is in the process of website enhancements, but this change will not take place immediately and would not satisfy this complainants current concern.

 

Thank you for your attention to this matter.

 

 

 

Thank you,

 

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

Compliance Specialist

Phone:************ ********

Fax ************

 

 

 

4/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We got a call a guy name ***** from this company we told them we be late this payment becauce we had to pay to get the car fix and cost $587.00 and could not pay. Hen told my wife she has to give him our account number so he can take her SSI check out of the account that is not right when count the check for food. He is taking her check on 4/1/15. He said if she don't let her he will it to the collection agency.

Desired Settlement: We want an apology and don't take the or buy food that we can't buy.

Business Response:



BBB ID#********

****** & ***** ********

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

E-Mail: ******************

 
 
Gateway’s Response: Initial response posted on 3/25/2015

 
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner, in compliance with all applicable federal
and state laws.  In response to this complaint, Gateway is in the process
of conducting an investigation into the matter raised by the consumer. Upon
completion of our investigation, Gateway will provide an updated response to
the consumer’s concerns.

 

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vehicle in California using Gateway One lending as the financier. I moved to Florida in 2012, registered the vehicle there, and they moved the title from California to Florida. In June 2014, I moved to Massachusetts, registered the vehicle here, but this time, Gateway, despite being notified of the move by me and Massachusetts Registry of Motor Vehicles, they did NOT move the title from Florida to the new state. In December 2014 I paid off the balance of the loan, at which point they sent a title release to Florida and told me I would need to do the rest of the work to transfer the title to Massachusetts. I called the RMV in Massachusetts and was told they title they had still had a lien on it from Gateway One and they would need a release for that lien regardless of what Florida said or did. I called and spoke with Gateway One several times in February about this and they refused to do anything further to move the title or release the lien that was supposed to be moved in June 2014 and released in December 2014. As of now, I have no recourse to get my Massachusetts title released short of filing for a brand new title transfer (costly and time consuming) using a duplicate title obtained from Florida, and even then, the lien might not be removed.

Desired Settlement: I want Gateway One to complete the task of moving the title from Florida to Massachusetts, which they should have done in June 2014, and release the lien on the title in Massachusetts so the state can send me the title on the car I paid off several months ago.

Business Response: Customer Information

**** ******** (Complaint ID ********)

*** ***** ***.,

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

Daytime Phone: ************

Evening Phone: ************

Fax: ************

Email:  *************************

Account No. **************

 

Gateway’s Response – 02/25/2015

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant. 

 

As noted in the complaint, Gateway previously responded to a request to transfer title
to the subject motor vehicle from California to Florida which resulted in the
issuance of an electronic title by the Florida Department of Highway Safety and
Motor Vehicles in February/March 2012. Please be advised that Gateway was not initially informed that
complainant had moved from Florida to Massachusetts in June 2014.  On or about July 29, 2014, Gateway received a
Massachusetts Memorandum Title pertaining to the subject motor vehicle,
however, Gateway did not take any further action due to lack of written
instructions.

 
Complainant’s account was paid off on or about December 3, 2014.  Gateway subsequently released all its
interest in the subject motor vehicle with the Florida Department of Highway
Safety and Motor Vehicle as well as with the Massachusetts Department of
Transportation.  Gateway has provided evidence of such release to the complainant. 
In addition, Gateway’s representatives within the Titles Department have
had discussions with the complainant and have advised complainant to contact
the Florida agency in order to obtain a paper title for the subject vehicle.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response was the same given on the phone. They did the bare minimum of what was required by state law in each individual state, did not inform me that they were not providing expected services, and then washed their hands of the situation after receiving payment expecting me to finish their work for them regardless of what I was told by the state RMV. This is horrible customer service, failure to deliver on a contract, and may involve protracted work on my part to fix their laziness and incompetence.

Regards,

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



Business Response:

Gateway regrets that complainant is not satisfied with the initial response to the complaint.  Please note that Gateway has released its security interest to the motor vehicle in question with both the Florida Department of Highway Safety and Motor Vehicles (“FL DHSMV”) and the Massachusetts Department of Transportation.

Once Gateway electronically releases its security interest in the motor vehicle with the FL DHSMV, as it did on or about December 17, 2014 in this instance, it is no longer able to obtain a paper title from the FL DHSMV since Gateway no longer has an interest in the vehicle.  Concurrently with the request to release Gateway’s security interest in the vehicle, Gateway requested that the Florida paper title be released to the complainant at the new address in Massachusetts.  During a telephone conversation with the complainant on or about December 17, 2014, a Gateway representative advised the complainant that Gateway would be taking such action and the additional steps necessary in order to obtain a Massachusetts title. 

Gateway apologizes that complainant has not yet been able to complete this process.  Should complainant need any additional information or documentation from Gateway, we invite complainant to
contact Gateway’s Title Department. 


Business Response:



Customer Information

**** ******** (Complaint ID ********)

*** ***** ***** ************ ** *****
Daytime Phone: ************

Evening Phone: ************

Fax: ************

Email: 
*************************

Account No. **************

 

Gateway’s Response –

Gateway
regrets that complainant is not satisfied with the initial and rebuttal responses
to the complaint.  Please note that
Gateway has released its security interest to the motor vehicle in question
with both the Florida Department of Highway Safety and Motor Vehicles (“FL
DHSMV”) and the Massachusetts Department of Transportation. As such, Gateway is
no longer able to obtain paper title from the FL DHSMV since Gateway no longer
has an interest in the vehicle.

 

Gateway will provide documentation directly to the complainant that
Gateway did electronically release its lien in Florida and mailed complainant
the signed Massachusetts memo signed by Gateway regarding the lien release of
vehicle.  Gateway representatives have
had discussions with the complainant and have advised complainant to contact
the Florida agency in order to obtain paper title for the subject vehicle.
Gateway had directed complainant to request Duplicate Title from Florida State:
http://www.flhsmv.gov  and
follow their online directions.

3/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This organization continual calls me although I have no business relationship with them. They have the wrong number and have been informed four (4) times of this, yet they fail to update their records and continue to call. Also, in looking up information about the company I noticed on their website they list as a BBB accredited business yet on the BBB website they are not listed as accredited.

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

Upon examination, Gateway has concluded that the complainant’s telephone number was entered as a contact telephone number for a customer of Gateway due to a dataentry error.  Gateway has since removed the telephone number as a valid contact number and calls to such telephone number has ceased.

We apologize for any inconvenience caused by these telephone calls.  We trust this addresses the complainant’s concerns.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

3/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/3/2015 I went to a dealership Frontline Auto Centre to purchase a car by 2/5/2015 I returned the car as it had engine issues and the front bumper fell of as it was held on with wood screws. I contacted gateway one and they stated the loan had not gone through as they needed a current pay stub from me for the loan. I advised I have returned the car and would not provide the pay stub. Someone would call me back by end of the day. I did receive a call from a a lady at extension # **** needing pay stub to complete the loan, again I advised the car had been returned and i do not want this loan. Her response was I will have a under writer call you back.. 2/6/2015 I called again 2 times they advised me the loan was not completed and sent a email to under writers and someone would call me back by the end of the day. 2/9/2015 I called a gain the loan was still not completed they sent another email to under writers and were supposed to call me back. At 6:30PM I received a call from the owner at frontline that funding went through for a car i don't not have and if i don't pick it up in 2 days it will be towed. 2/10/2015 I called Gateway one to verify and the loan was processed without the required paperwork and it was Account #**************. Once again someone would call me back. As of today 2/19/2015 I still do not have this vehicle the dealership wont release the car without more cash and no documents to support more cash. Now every time I call gateway one I get transfer to a dead line or voice mail with no return calls.

Desired Settlement: For this loan to be reversed for a vehicle I have returned and notified Gateway one multiple times and the dealer wont release after being funded

Business Response:



BBB ID#********

***** * *********

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

E-Mail: *****************

 

Gateway’s
Response: Initial response posted on 3/2/2015
 

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner, in compliance with all applicable federal
and state laws.  In response to this complaint, Gateway is in the process
of conducting an investigation into the matter raised by the consumer. Upon
completion of our investigation, Gateway will provide an updated response to
the consumer’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I Do not have the car as the dealership would not release it. I Have a $8500.00  loan for nothing. I now have a attorney and expect calls from them directly.

Regards,

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



Business Response:

Customer Information

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

 

Gateway’s Response – 03/18/2015

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

 

Gateway is an indirect consumer automobile sales finance company.  As such it receives credit applications from motor vehicle dealerships on behalf of consumers seeking to finance the purchase of a motor vehicle and takes assignment of certain retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers from a motor vehicle dealership.  Gateway was not involved in the original purchase transaction between the complainant and the dealership.


Gateway has been in communication with the dealership.  The dealership confirmed that complainant left the vehicle at dealership’s location.  Dealer has taken the opportunity to inspect the vehicle and is unable to identify any engine issues.  Dealer has advised that the vehicle is driving normally.  The dealer has also advised that the front bumper issue was already fixed by the complainant prior to the return of the vehicle.  Dealer has offered to reimburse complainant for costs associated with the repair. 

 

As for complainant’s statement that “dealership won’t release the car without more cash and no documents to support more cash”, Gateway has inquired about this issue and dealer advised that the “cash” that was referenced pertains to the down payment which complainant apparently placed a stop payment upon.

 

Gateway recommends that the parties involved (complainant, dealer, and Gateway) discuss this matter to determine available options in order to resolve this dispute.  If acceptable, Gateway requests complainant contact dealer to initiate such discussion.  

3/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a car loan with Gateway One Lending Company. I received a phone call from someone in their office in Dallas, Texas informing me that my payment was 13 days late. I advised them that I had not received a bill from them in the mail, but would be happy to pay by credit card. I was informed that they do not accept credit card payments. I asked if they could please send me another statement by mail and I would be glad to pay it as soon as it arrived. The person became very indignant with me and said that I needed to provide them with my ABA number and account number to my checking account immediately or that I would be turned into collections. I told them that I do not give that information out to anyone. They hung up on me. After that I have received no less than three phone calls from these people demanding payment. I have told them that I have mailed the payment. Yet they continue to call before 8 o'clock every morning and harass me.

Desired Settlement: I want them to send me the information to place my account on auto pay that I requested the day I purchased my car (I.E. 4 months ago) and I want a WRITTEN apology from them.

Business Response:



BBB COMPLAINT

Customer Information

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

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

Daytime Phone: ************

Evening Phone: ************

Email:  ********************

Account No. **************

 

 

Gateway’s Response – 03/02/2015

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant. 

 

We apologize that complainant was not satisfied with his experience with Gateway
representatives.  Please note that Gateway begins contacting its customers once their account becomes
approximately 10 days past due in order to inform customers that payment has
not yet been received, and attempt to identify and resolve any problems as soon
as possible.  In this particular instance, Gateway’s call to the complainant led to the discovery that
complainant had not received a monthly statement.  Therefore, Gateway generated and mailed the
complainant another monthly statement for the payment in question.  Gateway sends monthly statements to its
customers approximately 20 days prior to the next due date.
 

As noted by the complainant, Gateway does not accept payments via credit card.  Gateway does, however, offer multiple payment
options.  Such payment options are identified on the reverse side of the monthly statements.  Gateway also encourages complainant to visit
Gateway’s website at ************************* to view these payment options.  Complainant also requested “the
information to place my account on auto pay.”  That information has been mailed to the complainant.  Complainant may also establish re-occurring
payments from complainant’s checking account to Gateway via the website.   

 
As for complainant’s statement that “they continue to call before 8 o’clock every morning”; Gateway has reviewed its records and has not identified any calls
that were placed to the complainant prior to 8:00 am.  

 
We trust this addresses complainant’s concerns.

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted the company multiple times and on average i would receive an answer mayb 20% of the time calling. They have a voicemail that allows you to leave a message and they will call you back, however out of 7 voicemails i have over the past month, i have received one returned phone call. they have no sense of urgency as well are very disorganized. theyre was a check overnighted to them last week from the warranty dept and signed for by GOLF the following day, however a week later they state they have yet to recieve it. i have requested and received the fedex tracking number is how i know thye have signed for the check. this is an ongoing issue because it is delaying the process that allows the GAP insurance to pay off the remaining amount. the loan company has recieved over 20K and none of it has counted toward a "payment". They are telling me im still responsible for the remaining amount however they hace the required document i need in order to pay them. My account is flagged for a total car and they have been recieving money from insurance and settlemen however are telling me that i am still financially and legally responsible for the remaining even know they wont wont.

Desired Settlement: honor the 20K you recieved as payment as well as stop lying and delaying the process to pay the car off

Business Response:



BBB ID#********

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

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

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

E-Mail: *****************

 

 

Gateway’s Response: Initial response posted on 2/10/15

 

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner, in compliance with all applicable federal
and state laws.  In response to this complaint, Gateway is in the process
of conducting an investigation into the matter raised by the consumer. Upon
completion of our investigation, Gateway will provide an updated response to
the consumer’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

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



Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

First of all, Gateway apologizes that complainant was not satisfied with the level of service received from Gateway representatives in the handling of the account.  Complainant’s concerns will be raised to management within Gateway’s customer service and insurance groups.

As for the delay referenced by the complainant, please note that within a couple of days of the date of loss (approximately December 11, 2014), complainant’s automobile insurance company provided an initial settlement amount that Gateway did not believe properly value the covered motor vehicle.  Gateway had subsequent discussions with the insurance company which led to an increase the settlement amount by a little over $1,400.00.  Payment from the primary insurance company, however, was not received until approximately January 14, 2015 which was then applied to the account. 

An additional factor contributing to the delay was the fact that the GAP provider paid prior to the receipt of the funds from the primary insurance company.  This resulted in a subsequent discussion with the GAP provider for additional payment to the account.  In total, Gateway worked with 3 different providers in order to obtain proceeds and/or refunds to be applied to the complainant’s account.  The complainant’s account is now reflected as paid in full and a letter acknowledging such has been provided to the complainant.  

We trust this addresses complainant’s concerns.

2/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a loan for a vehicle thru this company. I went to *** ******* Chevrolet months ago. The company sent Gateway a check for the balance of the loan account number**************. Since this transaction took place this lending company refuses to release the cleared title to me or the dealership they made arrangements with. The manager at the dealer ship sent the check Gateway has cashed the check over 90 days ago. They are very rude and condescending. I'm at the end of the line. I don't know what to do. Today they just hung up on me. After the gateway employee laughed. The dealership is threating to sue me. The truck is paid off. I've jumped thru every hoop I've been asked to jump thru by Gateway. Please send the title. They've had the money for it for over 3 months. The dealer can't sell the truck and is gonna hold me responsible

Desired Settlement: First and foremost they need to clear this up with the dealership. not I. Then they need to apologize to everyone involved.

Business Response:



BBB ID#********

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

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

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

E-Mail:*******************
 

BBB ID#********

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

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

E-Mail: *******************



 

Gateway’s Response: Initial response posted on 2/10/15

 

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner, in compliance with all applicable federal
and state laws.  In response to this complaint, Gateway is in the process
of conducting an investigation into the matter raised by the consumer. Upon
completion of our investigation, Gateway will provide an updated response to
the consumer’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,
**** *****


I need the title. Your investigation is not helping me. How about you step up and say I'm sorry *** ***** we will get this to you right away. You cashed the check for this loan over 90 days ago. Handling this in a professional timely manner is out the window . Please just give me or the dealer the title . There's no excuse for what you are doing. You may end up effecting my government top security clearance if I end up in court over this. Unacceptable please do your job you should've done months ago. 

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.   

Gateway’s records indicate that it received payment for complainant’s account on November 3, 2014 which fully satisfied the account.  The payment was made via a cashier’s check with “*** *******” noted as the remitter.  There were no indications to show that the payoff check was from a dealership.  Nor did he payment include any instructions for the release of title.  

The title associated with complainant’s account was an electronic title issued by the California Department of Motor Vehicle (CA ***”).  Gateway transmitted information to the CA *** seeking to release the title to the complainant since Gateway was not provided with any instructions pertaining to the release of title.  However, Gateway received an error message from the CA ***.  After another attempt which resulted in a similar error message, Gateway mailed a CA *** REG 227 form to the complainant.  This form evidences Gateway’s release of its security interest in the subject vehicle and will allow complainant to obtain a clear title.

Gateway apologizes for this issue.  It appears there is a Report of Deposit of Fees on CA ***’s record that was created on August 22, 2014 for the vehicle in question.  Gateway beleives this to be the reason that Gateway has been unable to release the electronic title.  Gateway requests that complainant contact Gateway should complainant be unable to obtain a clear title with the REG 227 referenced above.

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First off, Gateway one Lending & Finance makes it difficult to actually pay them via their website. Instead of saving your bank account information (like every other financial institution these days) they opt to not save it. It's not that they don't have access to it - If you call them to make a payment via phone, they have all of your account information on file, but would like to charge $9.95 to use it. I travel extensively, and do not travel with my checking account information, it seems to me to be a shady practice to attempt to get $10 more out of a consumer. Furthermore, when you attempt to contact a supervisor or representative, the low level reps don't want to transfer you, and if you leave a message, you do not get a call back.

Desired Settlement: It would be great if Gateway could come into 2015 and get with the times and act like a real finance company. You already have my information on file, so make your online system connect to that information so your customers can EASILY make payments.

Business Response:

Gateway One Lending & Finance, LLC  (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.  

For security reasons, Gateway’s website does not store checking account information for one-time web pay transactions which is the option utilized by complainant.  We would like to advise complainant that he can establish recurring web payments via Gateway’s website.  This would allow complainant to satisfy complainant’s monthly payment without the need to contact Gateway for each payment.

We trust this satisfies complainant’s concerns. 

2/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an auto loan with Gateway One Lending. In January, I had paid the bill twice on the due date of 1/22/15. I paid once through the actual Gateway One website ($318.66) and another $318.66 through the bill pay feature with my Citizens bank account. I contacted Gateway to let them know of the error. I asked if I could have a refund of one of those payments. Gateway has stated that I need a bank statement faxed to them to verify that I had overpaid. I asked why this was necessary, seeing as the payments were electronic, but they said they needed to make sure the payments cleared. My bank account did overdraft, but I have the feature on my account where the money goes through and I get charged an overdraft fee. I know the money has gone over to Gateway twice, but I fulfilled their request and sent over a fax of my bank statement. My bank also informed me that it was not necessary to do this. I gave the company two business days after I sent the (CONFIRMED) fax over to them. When I called customer service, they said they have no record of my fax. I feel like I am chasing my money and I feel like I am getting the run around. All I want is my payment of $318.66 back. This is a lot of money for me and I do not see why I should not be refunded for the overpayment. This was paid on 1/22/15 and it is now 1/29/15. The money has definitely cleared and I feel like Gateway is not providing the customer service that I deserve.

Desired Settlement: I would like a refund for the overpaid $318.66. I would like it sent back to my bank account from which it came.

Business Response:



Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant.  

Gateway’s records do reflect receipt of 2 payments in the amount of $318.66 each on 1/22/15.  Complainant contacted Gateway on 1/24/15 to advise that one of the payments was made in error and requested return of $318.66.  In order to process this request, Gateway requested a copy of complainant’s rolling bank statement to
ensure that the payment cleared and to ensure that the transaction was not in the process of being reversed.  Gateway did not initially receive such documentation.

Gateway has since processed complainant’s request and returned complainant’s payment of $318.66.  We trust this satisfies complainant’s concerns.

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2007 Dodge Ram 1500 Quad Cab from a private dealer. ****** ***** in Orange, CA. I purchased the vehicle as is with no warranty. After inspecting the vehicle and obtaining the ****** report from the salesman along with asking the salesman if the vehicle was safe and had any prior issues or changes. He told me it had no issues and it was a good truck. I felt good about buying it after that. The truck broke down on me shortly after 30 days of having it. I told the dealer it broke down and he had me take it to his mechanic. The mechanic confirmed what I thought. It has blown had gaskets and needs a new engine. ****** ***** refused to fix the vehicle. I decided to get an ******** Autocheck report. The report showed that when it was sold at auction to the dealer, it had changes to the structure and frame. This information was not disclosed to me when I purchased the vehicle. Had I known this, I would not have purchased it. It compromises the safety of the vehicle. I have a toddler and a pregnant wife to look out for. I would not have wanted them to ride in this truck. It is against California law to sell a vehicle with structure or frame damage without disclosing it to the buyer ( AB 964 ). I was also informed that I was double charged on my registration fee when I signed the contract. That is also illegal. I feel completely scammed and lied to. I have spoke to the lender on this vehicle as well about the situation. They do not seem to care that I was ripped off. They only want their money. I cannot afford to repair the vehicle nor would I even want to if I could since the safety of the vehicle has been compromised. I am at a complete loss on this. I have worked very hard to have good credit and this is going to ruin it for my family and I.

Desired Settlement: I want them to release me from being financially obligated to this vehicle and have this loan deleted from my credit reports.

Business Response: Customer Information

***** ***** (Complaint ID********)

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

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

Daytime Phone* ************

Nighttime Phone: ************

Email:  *********************

Account No.**************

 

Gateway’s Response – 02/06/2015

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the complainant. 

 

Gateway
is an indirect consumer automobile sales finance company.  As such it receives credit applications from motor
vehicle dealerships on behalf of consumers seeking to finance the purchase of a
motor vehicle and takes assignment of certain retail installment contracts
evidencing the purchase and financing of a motor vehicle by consumers from a
motor vehicle dealership.

 

With respect the******** AutoCheck Report showing “changes to the structure and
frame” for the vehicle in question, Gateway has been informed that it was the
result of the vehicle having been previously lifted and being sold through an
auction from which the motor vehicle dealership in question acquired the
vehicle.  The ****** report associated with the vehicle does not reflect any such issue.

 

With respect to the registration fees, Gateway has contacted the
dealership and advised dealership of the concern raised by complainant.  The dealership has advised that all fees
collected for the registration have been tendered to the California Department
of Motor Vehicles for the issuance of title and no refund is due.  Gateway has, however, requested additional
information from the dealership pertaining to the calculation of the
registration fees disclosed on the complainant’s retail installment
contract.  Gateway has not yet received this information, but will supplement its response upon receipt and review of
the information. 

1/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The customer service representatives have no professional ethics. They call to collect a debt and twice now since I have answered the phone they have hung up on me. The first time someone called and hung up on me, the representative did not even respond to my hellos and then I heard the click as if someone hung up on me and then a dial tone. I called and spoke to a supervisor who told me that they are not the supervisor of the person who called but they will review the call and send it to the correct supervisor. This gentleman was nice and understanding. This happened two days ago. Today someone called and in the process of explaining to the rep that we were working with our account manager, she abruptly said well we haven't received any paperwork and hung up on me. Upset that I was hung up on again, I called back and asked to speak to a supervisor. This supervisor was short with me and not as nice as the first one. He wasn't sincere or understanding and then just talked to me about the account versus hearing why I was on the phone talking to him. Come to find out that they did receive the paperwork and the first girl lied to me. It was frustrating instead of reassuring that they heard my concern, I felt like i wasted my time calling them back. He then told me that he wasn't the supervisor of the girl who called me and would pass it on and that he would put notes that they would not call me until after the 17th. It meant nothing to me when he said that because he was so rude about it. I don't feel that my complaints are being heard and I feel that they are just brushing me off. The teams do not communicate with each other in regards to what is being done with each individual account. They could at least put notes in the system so that when an account is pulled up they can all see what is being done.

Desired Settlement: I am hoping that someone who is the actual supervisor or manager sees this and actually addresses my concern. I feel like the only way I can get through to them is to write this and that is a shame. I should be able to speak to a supervisor and feel like the message has gotten across. I would hope that the company trains their representatives with being able to deal with customers in a professional way and that hanging up on a customer is NEVER OK. I am beyond frustrated with this company and it makes me never want to use them again and to make sure my family and friends does not use them either. As soon as our account is up with them I will not miss the company.

Business Response:

 

 

 

Customer Information

 

******** ******** (Complaint ID ********)

 

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

 

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

 

Daytime Phone: ************

 

Evening Phone: ************

 

Email:  *******************

 

Account No: **************

 

 

Gateway’s Response–

 

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.

 

 First, Gateway apologizes that the complainant was not satisfied with the experience with Gateway’s representatives.  Gateway maintains policies and procedures to emphasize that representatives address issues in a professional manner consistent with Gateway standards. 

 

 Please note that complainant is not an account holder of Gateway but rather the spouse of an account holder.  Gateway received authorization from the account holder to speak with the complainant about the status of the account in question.

 

Gateway’s records do not reflect any calls to the account holder or complainant that were terminated by Gateway on January 7, 2015.  The records do reflect that calls were made to the account holder or complainant on such date, however, Gateway left a message or spoke to an individual on such instances.  It is in the interest of Gateway to communicate with a customer in order to resolve any issues associated with an account.  Therefore, Gateway values the opportunity to communicate with the account holder or authorized third party. 

 

 Based on the complaint, it also appears that complainant was not satisfied with communications with Gateway that occurred on January 9, 2015.  It appears there was a miscommunication between the Gateway representative and complainant concerning the paperwork referenced in the complaint pertaining to account holder’s request for a payment extension.  The Gateway representative advised that the payment extension sought by the account holder was still in process, not that the documents were not received. 

 

 Gateway thanks the complainant for bringing this matter to our attention and will forward the concerns raised to the appropriate manager for review. 

 

 We trust this addresses customer’s concerns. 

 

 

 

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 6/12/2014, I was alerted by Equifax credit reporting that Gateway One and Lending pulled my credit report, without my consent. I have a fraud alert on my credit report, and the company fraudently had access to it. I have contacted the company several times, and the company failed to address the issue. Nor did they return my phone calls. I did not apply for credit with this company. The company engage in on fraud, and interference with prospective economic opportunity. The company also allege that they are engaged in identity theft. So since the company didn't respond, I decided to file a compliant.

Desired Settlement: For the company to send me a letter in the mail, stating that they will remove the inquiry from my credit report immediately from the Equifax credit file. Or I will be force to sue

Business Response:

Customer Information

******* ******** (Complaint ID ********)

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

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

Daytime Phone: ************

Nighttime Phone:

Email:  *************************

Application No. **********

 

Gateway’s Response –

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the complainant. 

 

Gateway is an indirect consumer automobile sales finance company.  As such it receives credit application s from motor vehicle dealerships on behalf of consumers seeking to finance the purchase of a motor vehicle.  Gateway accessed complainant’s credit report based upon receipt of information and authorization purported to be from a validly signed credit application on behalf of the complainant.  Gateway will mail complainant a letter identifying the motor vehicle dealership.  Gateway requests complainant contact Gateway if she did not authorize the dealership to seek financing on her behalf. 

 

We trust this satisfies customer’s remaining concerns. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I will not accept the company response, in according to I have tried several times to contact Gateway One and Lending. Gateway One and Lending did not address this matter. As though this has happened before and I also has been misinformed by the company I did not apply nor signed for a credit application for a car loan. Accoording to the bbb, I am asking could this case not be closed, due to Gateway One and Lending not addressing the issue. I would need to know why the company has engaged in illegal activity, when there was a fraud alert on my credit report.

Regards,

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


1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Tuesday 12/23/2014 I logged into my account online to verify whether a payment was pending from my account. The information given by the system showed that no transactions were pending so I proceeded to make a payment on my auto loan to ensure timely payment. The following day a withdrawl was made from my checking account for an automatic withdrawl. I didn't know this until 12/26/2014 when I went to my bank to make a deposit and found that my account was overdrawn and two withdrawls had been made by Gateway One Lending, one appearing to be an automatic withdrawl and the other one an authorized payment for the exact amount due. I called them immediately and was told that it would take 72 business hours to process the refund of the second payment. All information was sent to them by 8:39am PST. I still have not received my refund as of yet. They are refusing to refund the overdraft fees for transactions posted since their withdrawl. None of this would have happened if their system had correctly stated that a transaction had processed the day my payment was made.

Desired Settlement: Refund of the extra payment made and of the two NSF fees of $28 each.

Business Response:

Customer Information

******** ***** (Complaint ID ********)

***** *** ***

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

Daytime Phone: ************

Evening Phone: ************

Email:  *******************

Account No: **************




Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner in compliance with all applicable federal and
state laws.  In response to this complaint, Gateway has conducted an
investigation into the matter raised by the customer. 


Customer established and authorized a recurring ACH payment with Gateway for payment in
the amount of $360.00 on the 23rd of each month.  Gateway’s records reflect a payment of
$360.00 on December 23, 2014. 



On December 23, 2014, customer accessed his Gateway account via Gateway’s website
and established a single ACH payment in the amount of $358.16.  That payment was processed on December 24,
2014 and Gateway’s records reflect a payment of $358.16 on that day.  While Gateway appreciates customer’s
diligence to ensure payments to his Gateway account are received timely, both ACH payments were authorized by the customer. 


Customer did contact Gateway on December 26, 2014 to request a reversal of one of the
payments.  On December 29, 2014, Gateway reversed the $360.00 payment back to customer’s bank account.  The payments initially applied to the
customer’s Gateway account on December 23, 2014 and December 24, 2014 were both authorized by the customer rather than as a result of Gateway error.


We trust this addresses customer’s concerns. 


Tell us why here...

1/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My account has been paid in full, gateway one made a mistake reflecting American family insurance on the title they did not pay it off American family insurance has no interest on the title since it was an owner retain. after several attempts to contact gateway one they have done nothing to fix the problem I'm holding gateway one responsible for the lost of my title, there fore I expect gateway one to mail me a title. American family insurance has left gateway one voice mails and yet no answer. If gateway one needs a lien release from them their number is *** *** ****.

Desired Settlement: Title to reflect my name

Business Response:

Customer Information

******* ****** (Complaint ID ********)

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

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

Daytime Phone: ************

Evening Phone:

Email:  *******************

Account No: **************

 

 

Gateway’s Response– 1/5/2014

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.

 

Based on payment received from the customer’s insurance company, American Family Insurance Company, and the fact that the vehicle was deemed a total loss, the title for the motor vehicle in question was released to the insurance company.  Gateway has contacted the insurance company on multiple occasions, but has not yet been able to communicate with the adjuster assigned to the claim.  Gateway will continue to contact the insurance company to retrieve the title.  In the interim, Gateway has sent customer a lien release associated with the motor vehicle.   Customer’s account is reflected as paid in full. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

---------- Forwarded message ----------
From: ******* ****** ********************>
Date: Mon, Jan 5, 2015 at 5:44 PM
Subject: Complain has been handled by gateway one
To: info@sandiego.bbb.org


This is ******* ****** my complain number is ******** I'm writing this email to the BBB to let them know that  Gateway One Lending and Finance has finally send me a lean release for my car on December 26 just 3 days after I submitted my complain thru the BBB, after endless calls and 3 months after the car was paid off I was able to get my title.

12/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Gateway One Lending WAS PD in FULL! I EMAILED TWICE, GOT NO REPLY, & CALLED TWICE, AND Talked to 2 People today asking WHY AFTER SEVERAL MONTHS IS the Vehicle Loan STILL SHOWING UP on MY CREDIT REPORT? THEY CLAIM THEY DO NOT AND NEVER HAVE NOTIFIED ANY of the 3 Credit Bureaus WHEN A Vehicle LOAN IS PAID! and that IS MY JOB. EXCUSE ME, I EVEN CALLED BACK a 3rd time to ASK to TALK to a SUPERVISOR and they HUNG UP. BOTH ladies ADMITTED the LOAN IS PD, BUT THAT I MUST CONTACT ALL 3 Credit Bureaus & Tell them I Pd it in full!!!. I DID THEN call all 3 credit Bureaus AND MY CAR DEALERSHIP & THEY ALL LAUGHED & Couldn't BELIEVE it. I CANT SAY I PD SOMETHING!! THE BANK MUST, THEY REFUSED to EVEN THOUGH THEY ADMIT IT IS PD. IT WAS PD OFF in 2 1/2 MONTHS, because I didn't Like the new vehicle I had and traded it in then THE CAR dealer PD them & I am with a different Lender. GATEWAY ADMITTED to me, I WAS SUCH A GOOD PAYING CUSTOMER and THEY WERE UPSET to SEE IT PD OFF SO QUICKLY. THEY REFUSE to CONTACT THE 3 CREDIT BUREAUS and REPORT MY LOAN AS BEING PAID IN FULL, SO NOW My CREDIT REPORT SHOWS I OWE FOR 2 VEHICLES, (WHICH I DONT) GREATLY AFFECTING MY CREDIT SCORE!!! AND DEBT TO INCOME RATIO ALSO THE HARD HIT INQUIRY!!

Desired Settlement: FINISH THEIR JOB BY CONTACTING ALL 3 CREDIT BUREAUS IN WRITING THAT LOAN # ************** IS PD IN FULL(WHICH THEY ADMIT IT IS), I CANNOT REPORT MY OWN VEHICLE BEING PD OFF!! HOW MANY OTHER PEOPLE ARE THEY SCREWING OVER? I WILL SEEK PUNITIVE DAMAGES BECAUSE MY CREDIT REPORT SHOWS I OWE TOO MUCH $$ FOR BOTH MY HUSBAND ******& I (DEBT RATIO)TOO HIGH, SHOWING WE OWE FOR A VEHICLE THAT THEY SAY IS PD OFF! I ALSO WANT THEIR HARD HIT INQUIRY REMOVED FROM ALL 3 CREDIT Bureaus on my History FOR ALL THIS AGRIVATION, BECAUSE I NOW HAVE TO SUBMIT A DISPUTE TO ALL 3 CREDIT BUREAUS, I AM VERY ILL. FACING 4 SURGERYS, AND CAN'T DEAL WITH THEIR CRAP. THEY NEED TO DO THEIR JOB, IT IS NOT MY JOB! I EXPLAINED to the 1ST LADY WHO WAS A REAL SNOT WHO SAID NEVER IN HER 15 YRS AT THAT BANK HAVE THEY EVER REPORTED A VEHICLE PD OFF!? REALLY, THEN HOW DOES ANYONE EVER GET IT OFF THEIR CREDIT HISTORY? I DON't BELIEVE THAT,THIS BANK SHOULD NOT BE IN BUSINESS & IS BREAKING THE LAW, PUNITIVE $ ALSO I DESERVE!!!

Business Response:

Customer Information

********* ********* (Complaint ID ********)

***** ****** **** Road

********, Wisconsin *****

Daytime Phone: ************

Evening Phone: ************

Email:  ************@centurytel.net

Account No: **************

 

 

Gateway’s Response– 12/18/2014

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.

 

Please be advised that Gateway does report to the three (3) main consumer reporting agencies on a monthly basis.  Any information you may have been provided to the contrary is not accurate.  We apologize for any such incorrect information. 

 

The payoff for your account was received and applied to your account on November 3, 2014.  The account was reflected within Gateway’s loan servicing system as paid in full.  Reporting of the status of your account to the major consumer reporting agencies, however, would not have occurred until early December 2014, in accordance with Gateway’s normal reporting procedures. 

 

A review of your Experian trade-line, as of December 12, 2014, reflects that your account has been paid with no delinquencies. 

 

We trust this addresses complainant’s concerns.

Consumer Response:

[I have ASKED TWICE to NO LUCK, 1- ALL OTHER LOANS WHEN I PAY THEM OFF< SHOW UP AS PD, GIVING ME GOOD CREDIT.  THIS ONE THEY PURPOSELY REMOVED IT SO IT SHOWS PD BUT REMOVED< THUS DECREASING MY CREDIT SCORE BY 30 PLUS POINTS,  NOT FAIR THEY COULD OF JUST MARKED IT PD IN FULL, LIKE I ASKED!!!.  NOT REMOVE FROM HISTORY, THUS HURTING MY CREDIT SCORE EVEN FURTHER!!>  I RECOMMEND NO ONE DO BUSINESS WITH THIS COMPANY!!!> AND WHERE IS THE PROMISE THAT THEY WILL CORRECTLY TRAIN THEIR EMPLOYEES TO NOT ANSWER THE PHONE AND TELL ME IT IS MY JOB TO REPORT MY LOAN TO ALL 3 CREDIT BUREAUS BEING PD. HELLO, I CANT DO THAT!! I WILL ACCEPT < REALLY SHOULD NOT ACCEPT!!!.  IS THERE ANY WAY TO GET THEM TO FIX THE REMOVAL!!!


12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our account number is ************** - for a automobile loan. Our insurance company sent a check on November 3 for a complete payoff of the outstanding balance as the car was damaged in an accident. As of Nov 13 - the loan is still not showing as paid. I called on Nov 10 inquiring on the status - and they claim they still havent received the check. The insurance is certain it was mailed on Nov - we confirmed with them twice. This really needs to be addressed soon as we need the car title and we need the account closed so it reflects on my credit report.

Desired Settlement: Please apply the insurance check to the buyout of the loan, close the loan, send the title, and immediately report to credit bureaus that the car loan has been paid.

Business Response: Customer Information

******** ****** (Complaint ID ********)

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

Daytime Phone: ###-###-####

Email: *****.******@gmail.com


Account No: 2*************

 

 


Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a
professional and courteous manner in compliance with all applicable federal and
state laws.  In response to this complaint, Gateway has conducted an
investigation into the matter raised by the consumer.

 

Please be advised that the insurance check referenced by the
customer was received by Gateway on November 14, 2014 and applied to the
account that day.  The account is now deemed paid in full.  The title
associated with the motor vehicle in question will be released in accordance
with Gateway’s policy. 

 

We trust this
addresses complainant’s concerns.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1) I looked at my account and even though the balance states $0 - in the 'account information summary' it is still stating that I have a Due Payment of $173.42 on 12/27 - I would like to see this corrected. If my balance is 0 why is there a payment still due?

2)Seeing how long they took from the time the insurance company sent the check to showing payment (over 10 days) - I request this stay open until I am assured (A) The Title is cleared AND - (B) I want it reflected on my Credit Reports that this is paid in full.  I can't have it on my credit report that I am still showing a balance and a payment due.
Thank you

Regards,

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



Business Response:

Customer Information

******** ****** (Complaint ID ********)

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

Daytime Phone: ###-###-####

Email:  ************@gmail.com

Account No: 2*************

 

 

Gateway’s Response to Rebuttal

Gateway One Lending & Finance, LLC (“Gateway”) has reviewed complainant’s account and has confirmed the account is fully satisfied with a $0 balance outstanding.  If complainant continues to see a balance associated with complainant’s account, Gateway requests a copy be provided to Gateway’s Customer Service Department. 

 

In addition, Gateway has reviewed the associated tradeline as reported to Experian.  The Experian tradeline reflects that the account is paid with no history of delinquencies. 

 

As for the certificate of title, please be advised that the title was released on December 1, 2014 to the insurance company. 

 

We trust this addresses complainant’s remaining concerns.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have no idea who this company is but they put a hard inquiry on my credit report. Unless they can validate why they accessed my credit report and prove authorization, I would like it to be removed promptly. If it is valid, then I will need proof and if valid, I will cease all concerns about the inquiry. As mentioned though, I have no idea who this company is and they are not even in the same state as me!

Desired Settlement: I need the inquiry removed from my credit report. It was added on 3/30/2013 If it's valid, then that is fine but if they can't/won't prove it's a valid inquiry, I need it taken off. Thank you for your time in this matter.

Business Response: Customer Information
******* ********** (Complaint ID ********)
* ********** Road
*******, NC *****
Daytime Phone: ************
Email:  *******************@yahoo.com
Application No: **********
 
 
Gateway’s Response – 10/24/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the consumer.
 
Please be advised that the credit inquiry referenced in the complaint was made pursuant to an application for credit submitted by a motor vehicle dealership from whom complainant sought to purchase a vehicle.  If this is not correct, Gateway requests complainant contact Gateway directly so we may further investigate this issue.  Gateway will send correspondence directly to the complainant providing the name and address of the motor vehicle dealership in question. 
We trust this addresses complainant’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I want everything in writing. I need the inquiry removed if possible. I do not accept this response. Thank you]

Regards,

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

Business Response: Gateway’s Response #2– 11/14/2014
Gateway has reviewed the complainant’s rebuttal but cannot determine the basis of complainant’s rebuttal.  Gateway has sent correspondence directly to the complainant identifying the motor vehicle dealership from whom Gateway received a credit application on behalf of complainant.   If complainant did not seek financing via the motor vehicle dealership, Gateway requests complainant advise.
 
 
We are hoping this will assist the customer to either address the situation directly with the dealership or advise us otherwise.
 
Thank you for this opportunity to assist our customers.
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I want the inquiry deleted off my report]

Regards,

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

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did not authorize company for any services.

Desired Settlement: Remove any inquiries for all 3 credit agencies.

Business Response: Customer Information
****** D ******** (Complaint ID ********)
**** ********* Dr ****
*******, NC *****
Daytime Phone: ************
Evening Phone: ************
Email:  ***************@charter.net
Application No: **********
 
 
Gateway’s Response – 10/20/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the consumer.
 
Please be advised that the credit inquiry referenced in the complaint was made pursuant to an application for credit on a retail installment contract submitted by a motor vehicle dealership from whom complainant sought to purchase a vehicle.  If this is not correct, Gateway requests complainant contact Gateway directly so we may further investigate this issue. 
We trust this addresses complainant’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

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

Company in question did NOT say what motor company requested credit check. Who was the motor company requested the credit check? Name, address and phone number? This could be an attempt to obtain a car by fraud.

Business Response: Customer Information
****** D ******** (Complaint ID ********)
**** ********* Dr ****
*******, NC *****
Daytime Phone: ************
Evening Phone: ************
Email:  ***************@charter.net
Application No: **********
 
 
Gateway’s Response – 10/24/2014
Pursuant to complainant’s request, Gateway will send correspondence directly to Mr. ******** providing the name and address of the motor vehicle dealership in question. 
We trust this addresses complainant’s concerns.

10/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Gate One has taken processed an unauthorized bank debit. I had paid off the entire loan, but they have taken a payment from my bank and wont refund overpayment.

Business Response: Customer Information
**** ********* (Complaint ID ********)
**** ********* St.
**** ***** OR *****
Daytime Phone: ************
Email:  *******@comcast.net
Account No: **************
 
 
Gateway’s Initial Response – 10/10/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.
 
Gateway’s record reflects that a payoff for customer’s account was received on September 8, 2014 and applied to the account.  The customer had established a recurring ACH payment for the 5th of each month.  Therefore, another payment was posted on September 5, 2014, prior to the receipt of the payoff.  Once the payoff was received on September 8, 2014, application of that payoff amount created an overage.  A check for the overage amount has been issued and mailed to the customer.
 
We trust this addresses complainant’s concerns.

10/21/2014 Billing/Collection Issues | Complaint Details Unavailable
10/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HELLO I HAVE GATE WAY NE LENDING KEEP SENDING ME BILLS IM 30 DAYS LATE THEN 60 DAYS LATE I HAVE CALLED THEM NUMEROUS TIMES AND SENT THEM COPIES OF THE MONEY ORDERS ARE PERSONAL CHECK SHOWING IM NEVER LATE I PAY ON THE 15TH ARE 18TH EVERY MONTH AND ITS NOT DUE TILL 25TH OF EVERY MONTH I PAY EARLY THEY STILL CALLING ME I HADE TOO PUT CEASE DECEASE ORDER THEN THERE SENDNIG ME STATEMENT EVERY MONTH IM $1,360.71 BEHIND IMPOSSIBLE I HAVE THE COPIS OF THE CHECKS MONEY ORDER WHERE THEY DEPOSITED IN THERE ACCOUNT WITH WELLS FARGO FROM DALLAS TEXAS THEY HAVE REPORTED IT TOO MY CREDIT AS LATE 30 DAYS WITH $831 DOLLARS IN POSSIBLE PAYMENT ONLY $430 MONTH I HAVE JULY 2014 AND AUGUST 2014 COPIES I HADE TOO PROVIDE TOO EXPERIAN CREDIT REPORT BEARU FOR FRAUD AND VIOLATION OF THE FTC FCRA FDCPA AND CPBA I CALLED THEM ON THE SEPT 5 2014 PAM STATED SHE WAS CONTINUE TOO REORT ME AS BAD DEBTH AND PULL MY CREDIT REPORT ONCE MONTH FOR WHAT SHE TOLD ME IS WAS DUM W/B SHE CAN DO WHAT SHE WANTS NOTHING CAN BE DONE ABOUT IT THIS IS CONSIDERED NEGELECT FRAUD ABUSIVE REPORT INNACCURATE REPORT THEY I HAVE SENT THEM NUMEROUS COPIES OF MONEY ORDERS AND PERSONAL CHECKS THEY DONT LIKE PERSINAL CHECKS TOO BAD THAT PAYS THE BILL HAS MORE ACCURATE PROOF AS IT HAS FRONT IMAGE AND BACK IMAGE OF DEPOSIT INFORMATION THEY KNOW HAVE EXPERIAN FRAUD TEAM INVOLVED AND NUMEROUS OTHER AGENCY THIS IS NEGELECT IT HAS IMPACTED MY CREDIT REPORT SCORE FROM 720 TOO 593 IN 5 DAYS DUE TOO THERE IMPACT WAS DONE ON SEPT 5 2014 THEY FLAGGED ME 30 DAY LATE AND SEPT 5 2014 HARD INQUIRIE WOW I EMAILED THEM PROOF THEY TOLD ME GET LIFE THEY WILL KEEP MAKING HAVE TOO SHOW PROOF I HAVE PAYMENT COMING UP IN SEPT 27 2014 FOR $430 THERE SHOWING THEY WANT $1360.71 ON WHAT AND THEY HAVE NOTE PAY IT ARE GET ANOTHER 30 DAY LATE REPORT THE BALANCE IS INCORRECT ITS BELOW $15,900 THERE SHOWING $17,083.46 I ONLY GAVE $19,995 2 YEARS AGO ON OCT THERE TRYING TOO RUIN MY CREDIT THEY HAVE I HAVE PROOF I CAN UP LOAD ANY DOCUMENTS NEEDED AS THEY HAVE IT TOO IN EMAIL *************@GatewayOneLending.com

Desired Settlement: THEM TOO REMOVE THE 30 DAY LATE AS ITS FRAUD I HAVE PROOF ON MY COMPUTER AS DO THEY ON THIS EMAIL COLLECTIONS *************@GatewayOneLending.com THIS GUY HAS COPIES OF THE EMAIL OF THE CHECKS MADE PAYABLE TOO GATE WAY ONE LENDING FIANCE AND IMAGES OF THE CHECKS WROTE TOO THEM ON JULY 15 2014 SUM OF $450 CASHED ON JULY 18 2014 THEN CHECK 0010 WROTE ON AUGUST 18 2014 CASHED ON AUGUST 21 2014 WITH IMAGES FRONT AND BACK WITH ACCOUNT NUMBER ************** I PUT IT IN EVERY MEMO AS MY PROOF

Business Response: Customer Information
***** L **** (Complaint ID ********)
*** ** ** 4202
******, TX *****
Daytime Phone: ************
Email:  ***************@yahoo.com
Account No: **************
 
 
Gateway’s Response – 09/29/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.
 
Gateway has reviewed the payment history associated with complainant’s account and verified that credit reporting associated with the account is accurate.  Gateway will mail a copy of the payment history directly to the complainant for review.  Please note that monthly statements are generated approximately 20 days prior to the following due date and, therefore, does not reflect payments made subsequent to that time. 
 
We trust this addresses complainant’s concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
there dam liars  they are racial they discriminate against caucasin there cons there liars there filed on with a/g they hate me I have never made my payment late I have proof and check I wrote on sept 15th says on the back of the check  if you deposit this check you agree too remove the late fee that you illeagally put on my credit report under discriminate against caucasin there full bs im tired there lies there cons shady they want me gone of the do quit running my credit every month I hade too file with ftc and the fdcpa on them

Regards,

***** ****

Business Response: Customer Information
***** L **** (Complaint ID 1*******)
*** ** ** 4202
******, TX *****
Daytime Phone: ************
Email:  ***************@yahoo.com
Account No: **************
 
 
Gateway’s Rebuttal Response – 10/10/2014
Gateway regrets that the customer is not satisfied with the initial response to the complaint.  As previously noted, Gateway has mailed a payment history of customer’s account directly to customer on or about September 30, 2014.  Customer references a check dated September 15th.  Gateway’s records reflect a payment was received and applied to the account on or about September 18, 2014.  However, that payment satisfied an obligation for a prior month. 
 
Gateway requests that customer review the payment history provided and identify any payments that may not be reflected. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******  I rebuttal as gateway one lending put 30 day hit on my credit report has failed too remove it back too good standing as result I got there payment history still shows I paid in good faith they send out statement once month 4 days before payment is due I have made payments on the 15th  are 18th of every month payment is not due till the 30th of every month how can they put on sept 5th 2014 late 30 day payment of $831 dollars when the payment is only $432 month explain that gateway one I mail too there dallas branch in texas there racial slurs made too me they have my phone number but I put cease decease order on them they cashed august 15th check of $432 on the back of the check stated that gate way one would remove the 30 day late as there fault I have last 4 months bank statements showing there cashing its been paid never late they need too get with Experian ncac  po box 9701 ***** texas ***** ref ******* ***** get that inaccurate report removed at once as has hurt my credit report and scores due too gateway one lending called me cursing me using racial slurs at me I don't put with bs like that she told me she would hit me on 30 day late if I didn't kiss her *** you know what was said I have filed with the attorney general office and the ftc and im planning on filing with the ftc once again here it is oct 10 2014 once again no bank statement for payment  they have put on my credit report I owe $19,898 wow that's why I paid its been oct 12 2012 two years of paying my  numbers were around $14,989 owed gate way needs too follow the fcra and the fdcpa and the cspba  please remove that 30 day late at once as result there neglect I have proof they cashed on dates of sept 18th 2014 not late  august 18th 2014 not late please remove the 30 day impact I stop rebutle until then I will file everything I can against them the ftc and the ag involved I want letter of apology sent too me and the 30 day late removed from Experian at once and I will stop this until them nope I will keep coming after them thanks ***** ****   ************
Regards,

***** ****

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an unauthorized inquiry from these people on my experian credit report.

Desired Settlement: Removal of this unauthorized inquiry from my experian credit report, because this unauthorized inquiry is a fcra violation which are fineable 1K per offense.

Business Response: Customer Information
********* ***** (Complaint ID ********)
**** ****** Terrace
********, MD *****
Daytime Phone: ************
Email:  ************@yahoo.com
Account No: **************
 
 
Gateway’s Response – 09/26/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.
 
Please be advised that the credit inquiry referenced in the complaint was made pursuant to an application for credit on a retail installment contract submitted by a motor vehicle dealership from whom complainant sought to purchase a vehicle.  If this is not correct, Gateway requests complainant contact Gateway directly so we may further investigate this issue. 
We trust this addresses complainant’s concerns.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I CALLED 3 DIFFERENT TIMES FOR A RESPONSE TO THIS ISSUE. 1. 8-8-14 5PM./**** WILL REF TO MGR. 2. 8-11-14 11:30A./***** ASK FOR STATIS AND TO FOLLOW UP, NO RESPONSE. 3. 8-11-14 WAS TOLD NONE ON 5PM./**** I ASKED FOR A MGR.WAS TOLD THEY HAD NONE, HE TFS. ME TO FUNDING DEPT. IT RANG 13 MIN. WITH NO ANSWER. CALLED BACK AT 5:15PM WITH SAME RESPONSE AND AGAIN TO A NUMBER THAT JUST RINGS (15 MIN.) AGAIN NO ANSWER. ALL THIS JUST FOR A CONTRACT TO SHOW THAT IT HAS BEEN CANCELLED, AND A CONFIRMATION RESPONCE BACK TO ME. IF MY COMPANY DID BUSINESS LIKE THIS COMPANY, I WOULD BE OUT OF BUSINESS IN A HEART BEAT. VERY SAID, THAT I HAVE TO GO TO THIS MEASURE IN MY LIFETIME.

Desired Settlement: THE COMPANY CAN FUND IN 1 HOUR BUT CAN NOT CLEAR THIS MATTER UP GOING ON DAY 6. HAVE THE LETTER IN HAND BY 13TH OF AUGUST 2014

Business Response: Customer Information
***** ******** (Complaint ID ********)
**** ******* Dr.
******, NV *****
Daytime Phone: ************
Email:  **********@YAHOO.COM
Account No: **************
 
 
Gateway’s Response – 08/21/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.
 
Gateway is an indirect consumer automobile sales finance company.  As such, Gateway takes assignment of retail installment contracts evidencing the purchase and financing of a motor vehicle by consumers from a motor vehicle dealership.  On August 8, 2014, customer contacted Gateway’s customer service department to advise that customer was not and had not been in possession of the motor vehicle referenced in the contract evidencing customer’s purchase.  Customer also inquired whether customer’s account with Gateway had been paid off.  This was the first notification that Gateway received that customer had not been in possession of the vehicle.  Therefore, Gateway was unable to provide any update to the customer. 
 
Customer then called Gateway’s customer service department on August 11, 2014 at approximately 11:30 am.  At that time customer was advised that the account was still under review.  At approximately 5 pm that day, customer once again contacted Gateway customer’s service department for an update.  The customer service department attempted to transfer the customer to another department more familiar with the situation, however, due to the time, no one was available to provide customer with a response. 
 
In order to close customer’s account, Gateway was awaiting payment from the dealership.  Unfortunately, Gateway had not received confirmation from the dealership that the contract would be rescinded and payment would be returned to Gateway.  Therefore, Gateway was unable to provide confirmation that the account was closed and contract cancelled as requested by customer.  To date, Gateway is still awaiting payment from the dealership. 
 
We apologize for the delay in providing a response to customer; however, Gateway has been awaiting confirmation and payment from the dealer. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
Once again this matter still has not been resolved, and as I have said before, Gateway one lending & Finance can fund  a contract in 1 hour, but can not resolve a contract issue, going on 20 days as we speak . Gateway, in the peoples mind looks like they could care less about my credit score as the contract payment is due 8-31-2014, and yet there is no cancellation of this cantract, but yet the dealer in this matter shows in cancelled. This matter will be brought up to the state of nevada, city of reno court system, and the BBB for that area.      
Regards,

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



Business Response: Customer Information
***** ******** (Complaint ID ********)
**** ******* Dr.
******, NV *****
Daytime Phone: ************
Email:  **********@YAHOO.COM
Account No: **************
 
 
Gateway’s Response – 09/10/2014
Please be advised that the account in question has now been closed in accordance with customer’s request.  Please note that Gateway One Lending & Finance, LLC was awaiting payment from the motor dealership in order to close the account. 
 
We once again apologize for the delay and trust this satisfies customer’s concerns relating to this matter. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


 

I would hope that this company would send a formal letter, so stating their response

to myself in this matter, so we can finalize this complaint.
Regards,

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



9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Jeep Compass using Gateway One as the finance company we refinanced the vehicle through the North Carolina State Employee's Credit Union and the Car was paid off with Gateway one on 7/7/2014. When we purchased the Vehicle we purchased GAP insurance as well so when the car was paid off. I requested a refund of the money paid for the GAP insurance with Leigh Inc., Leigh Inc issued check #****** on 7/31/2014 in the amount of 622.00 but the check was sent to Gateway One. I called Gateway One on 8/4/2014 and spoke with **** who said they had not received the check, but as soon as it was received it would be sent out to me. I again reached out to Gateway One on 8/7/2014 and spoke with ***** who said the check had been received and as soon as they could clear the funds a check would be mailed to me. I contacted Gateway One 8/14/2014 as I still had not received any communication from them and was told the check would be mail out 10 days from the day it was received which would be on the 17th. I contacted Gateway one again today 8/26/2014 and was told that the check would not be mailed out until 30 days after the date that they received it. I am tired of getting the run around from this company for money that is not theirs to keep.

Desired Settlement: I would like for Gateway One to send me my money.

Business Response: BBB ID#10196599
***** ****
*** ******** Dr.
****** ******, NC *****
E-Mail: *********@yahoo.com
 
 
Gateway’s Response:
 
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner, in compliance with all applicable federal and state laws.  In response to this complaint, Gateway is in the process of conducting an investigation into the matter raised by the consumer. Upon completion of our investigation, Gateway will provide an updated response to the consumer’s concerns.
 

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I scheduled my payment through the company's website on August 14th. Today (8/25) I received a letter confirming the scheduled payment today and it is post-marked 8/18/14. Yet today I also received a collections call from the company trying to collect a second payment.

Desired Settlement: Since I know that there isn't much else that can come from this; I want a written apology from the company as well as a gaurantee that it will not happen again because if it does I will be talking to a lawyer about options for suing for harassment.

Business Response: BBB ID#********
****** ********
**** ****** ***** Way
***********, IN *****
E-Mail: ******a********@gmail.com
 
 
Gateway’s Response:
 Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner, in compliance with all applicable federal and state laws.  In response to this complaint, Gateway is in the process of conducting an investigation into the matter raised by the consumer. Upon completion of our investigation, Gateway will provide an updated response to the consumer’s concerns.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2014 I purchased a vehicle and was granted the loan through Gateway One Lending & Finance. In June of 2014 I realized that the contract prohibited using the vehicle for purposes other than personal use. Therefore, I requested the car back from my business partner at the time as it was being used in his business's fleet for transportation purposes. He blatantly refused to give it back. He threatened me and said that unless I continued to allow him to use the vehicle for business purposes that he would alert the bank that it was being used for business and not personal use. Therefore, I contacted the bank the week of June 23, 2014 to let them know that the car was being kept from me, who had it, and the address of where it is supposedly being kept. I was told that they had already heard from the man who has my vehicle and someone spoke to him about personal information regarding my loan. Also, at this time someone from Gateway One said they were investigating the incident and would also attempt to recover the vehicle. I also contacted the local police department for help in recovering the vehicle as well. I continued to maintain insurance on the vehicle and make the payments. On July 8, 2014 I received a letter from Gateway One Lending & Finance stating that they had determined that the vehicle was being used for purposes other than personal use. They demanded I pay the vehicle loan in full or surrender the vehicle within 7 days. Also, attached was a letter where they refused the loan payment I made and refunded the amount. At this time the vehicle is still not in my possession. I contacted the bank to let them know that I still didn't have the vehicle. They informed me that my ex-business partner is being uncooperative, but they would give me more time. Then a few days ago I received a bill from the bank for this month's car payment and the late one that they did not accept last month with a late payment charge. This could hurt my credit score.

Desired Settlement: I want Gateway One Lending & Finance to remove the late charge. Also, this better not be reported on my credit score because I made the payment on time and they refused and refunded it. Furthermore, I am extremely dissatisified that someone spoke to my ex-business partner about my personal loan information because the vehicle is 100% in my name and nobody had authorization to discuss my loan. It is illegal to discuss personal information with anyone other than the person on the loan. Also, Gateway One Lending & Finance has made the assumption that the vehicle is not being used for personal use based on information they received from my disgruntled ex-business partner. I have already procured an attorney to take my ex-business partner to court and I am doing everything I legally can to retrieve the vehicle, which is not being used for business purposes. It would be a shame if Gateway One Lending & Finance repossessed a veteran owned vehicle based on hearsay.

Business Response: BBB ID#********
 
******** *********** *** ****** ** ***** ** ******* ** ******* ** ***** ****** ********************
 
 
Gateway’s Response:
 
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner, in compliance with all applicable federal and state laws.  In response to this complaint, Gateway is in the process of conducting an investigation into the matter raised by the consumer. Upon completion of our investigation, Gateway will provide an updated response to the consumer’s concerns.
Gateway was not notified by the BBB of the complaint by customer via email which has also delayed the response to the consumer in a timely fashion.

8/11/2014 Billing/Collection Issues
7/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During my time as a customer with Gateway one Lending, they had successfully sent me monthly statements and bills to my current address. No problems wanting MY money of course. Once all MY money was received by them, the interest in my needs ceased. Here is where the problem starts... Gateway One Lending had failed numerous times to successfully send me the title for my truck which I had financed (and fully paid off) through their company. May 1, I called Gateway One in regards to a payoff quote for my vehicle. The amount was given to me, at which time I promptly wrote a check and had it mailed through the US Post Office for next day delivery on Friday, May 2. Gateway One is closed on Saturday, but that didn't stop the delivery process. I called on the next monday, this is now May 5, to inquire about the check being received to which I was informed it had been received and processed. I had asked when can I expect to see my title sent to me. They said that they legally have to hold the title for 10 business days before they send it out. That's...May 6, 7, 8, 9, 12, 13, 14, 15, 16, 19. So on the 19th, I was informed it was officially in the mail en route to my CURRENT home address. The same address they had always been sending my bills and statements. The same address I've lived at for the majority of the loan. The place I NOW LIVE AT. It can take up to 7 business days to receive the title. Fine, I waited. I even took into account Memorial Day. I expect that something that's coming from Anaheim to Rowland Heights, CA, a 20 minute drive, shouldn't take more then 7 business days to deliver. I also receive a notice of "overpayment" and a check for the difference delivered with no problem to my home address. Good news for me! It's only a matter of time until the title is here. I'm expecting to see a delivered title on May 27. Nothing. May 28? Nothing. May 29? Nothing. Finally May 30 comes and I call them. I am informed that it was returned to them as "undeliverable." How? I get everything else from them delivered (billing statements, overpay check...), no problem. How can the one and only item I actually need not get delivered and suddenly become "undeliverable"? They said the would re-send it. So, I waited another 7 business days. I guess they must not have sent it, because when I waited another 7 days, I still didn't have anything come to me in the mail. I am trying to sell the vehicle to someone else and NEED THIS TITLE ASAP. I call every other day, confirming my address which they have as correct. I must have done this EASILY about 5 times. I speak to ****, who is the manager at the title department. He apologizes and doesn't have an explanation as to why I have not received anything, but that he would expedite (which to me, means overnight, or at the most a 2 day deliver time frame) a form which I can file through my DMV for a duplicate title, because this one clearly failed to be delivered, AGAIN. I received nothing from ****. 3 days later, I speak with a customer service representative and they said if you don't have it by now (June 12) then it's a problem with your post office. I checked with my post office and they have nothing on hold. They also confirmed my address as being valid. They also inform me that without tracking, they can't help and that Gateway One would need to include tracking. I called Gateway One Lending and asked them to put tracking on it. They don't offer that. I said, but yes after 3 failed attempts in getting me my title, you'll have to make an exception or at least allow me to come and pick it up. They told me over the phone that they do not allow customers to come in and pick up the title. I'm absolutely frustrated by this point. It's been over 30 days since the vehicle was paid and I still don't have the title for it. I wait through the weekend to see it anything is delivered. Nothing shows up. By Monday, June 16, I call and offer to send them a Fed-Ex label. I speak with a girl named ******** who is nice enough to streamline this process along. Everything goes great. She got the label that day, put the form I need for duplicate title (I guess the real title is still en route to my house I suppose???) and I have a tracking number and day of expected delivery. I receive the form on Thursday June 19, exactly the day Fed-Ex said it would be delivered. I receive a phone call that day from ******** asking if I received the form and she also has news regarding the title and the original form which **** was supposed to "expedite" to me, which she ALSO has and wants to send Fed-Ex. Are you kidding me!? I can only assume at this point neither the original form I asked for or the title, which were both still in their possession had attempted to be sent me. I don't know if they attempted to deliver it, because they don't use tracking. I will assume that no attempt had been made to send me anything. I will assume this because once I had taken it upon myself to give them a Fed-ex label, the delivery of what I needed was successful in getting to me in 3 days time, exactly the amount of time I would expect something from Anaheim to Rowland Heights, once again a 20 minute drive, to be delivered.

Desired Settlement: When something is failed to be delivered and the Post Office, or whatever institution you are using for shipping needs, tells you what needs to be done to remedy the problem and the loan company refuses to do what's necessary, then the blame rests on the loan company. How is the customer to know if you attempted to deliver anything without tracking? Change your policy!

Business Response: Customer Information
****** ******** (Complaint ID ********)
**** S ******* Ave Unit E
Rowland Heights, CA *****
************
**********@yahoo.com
Application No. **************
 
Gateway’s Response – 07/03/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. 
 
Customer raised concerns about the amount of time it took to receive title for the motor vehicle associated with customer’s account with Gateway.  Gateway records reflect that the payoff was received on May 5, 2014.  The certificate of title was released and mailed to the customer on May 19, 2014.  On May 28, 2014, the certificate of title was returned to sender based on insufficient address.  Gateway resent the certificate of title to the customer on May 30, 2014 subsequent to a telephone conversation with customer to verify the mailing address.  Upon notification from customer that they did not receive the certificate of title, Gateway mailed a lien release form to the customer on June 9, 2014. 
 
Customer again advised that he did not receive the certificate of title or the lien release.  On June 19, 2014, Gateway sent the documents via FedEx to the customer which was received on June 24, 2014.
 
Gateway apologizes for the inconvenience to customer in this matter.  Gateway would also like to thank the customer for his patience in this process as well as for bringing this matter to our attention.  This matter will be escalated for further review.
 We trust this satisfies customer’s concerns. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that their response is inadequate. 

 
The reason I am not satisfied is because I FINALLY received the title on June 24th from Fed Ex only AFTER I provided the shipping label. The reason it was not reaching me and was being labeled as "undeliverable" was because the address was wrong. The address on the envelope was listed as 
**** South ******* Ave Unit E
VISTA, CA
*****
 
City and zipcode were incorrect.
 
I called about five times and verified the address with four or five different employees (one being **** who I understand is a manager and another being ******** P.) of Gateway One to verify my correct address. Each time I specifically told them that the city was Rowland Heights and the zip code was *****
 
What is yet EVEN MORE ridiculous is that the correct CURRENT ADDRESS was listed RIGHT THERE ON THE TITLE ITSELF. There were two addresses. One listed as the address given at the time if vehicle purchase which was
 
**** ***** **** Lane
Vista CA
*****
 
And the second that clearly said CURRENT ADDRESS
**** South ******* Ave Unit E
Rowland Heights CA
*****
 
So, if I'm to understand this correctly, between at least four different Gateway One employees (one being a MANAGER) and the correct address being on the document right in front of their faces, no one managed to mail the document in a timely manner to the correct address? 
And what's worse is that they would not even offer me the option to pay (I was willing to pay out of my pocket) for tracking after their repeated mess ups. Nor would they allow me to just come and pick up the document while providing a form of state issued ID (which I was advised that is not in fact within their right to withhold a document from me should I show up to retrieve it)
 
This company is ridiculous and their excuses and attempt to pawn their mistakes off as my fault is evidence of their poor business sense and customer service.


Regards,

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


7/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Seems like oversight and can be easily rectified. Just reaching out via BBB because Gateway One seems to have exemplary personnel answering these issues and will get a thorough answer here. I did purchase a Ford F250 truck years prior and financed from a company other than Gateway One. I was on direct debit payment and established an excellent pay history with previous lien holder. Unbeknownst to me, Gateway One purchased said note and the direct withdrawal did not follow with new lienholder. If you'll note The account showed excellent payment wiht other lender. The high balance was $27k. I called and spoke with a customer service rep many years ago when they asked for payment and I was unwilling to give financial/ credit info over the phone when I had no knowledge of a debt with this company... I actually thought it was some sort of scam since I had direct withdrawal with my original lienholder. Therefore, I did not give creedence to the rep and asked for proof. If you'll note on the account as soon as I had proof I paid the lien off. As I told the rep then it made no sense why I would pay off a $27k plus note and default the last few months. One rep I spoke with brought up a good point, how I would not realize a payment of $400 a month was not being withdrawn, but as a recent widow in May of 2009 you can understand I was not following my bank and was living much of my life on autopilot at the time. I humbly request that Gateway One Lending remove

Desired Settlement: Humbly request Gateway One remove this delinquency and quit reporting to all three credit bureaus or even report it as never late since I did not intend to be late and had it on what I thought was auto draft. I appreciate your attention to this. I'm hoping this is making sense and welcome a phone call should a customer service rep not follow my concerns. It's always painful to talk about that time in my life. I do appreciate your time and willingness to revisit this situation.

Business Response: Customer Information
****** M. ******* (Complaint ID 10110267)
**** ********* Circle
Orlando, FL *****
************
*******@onefatfrog.com
 
 
Gateway’s Response – 07/14/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. 
 
In late 2009, Gateway mailed a notice to customer to advise that Gateway would be the servicing customer’s loan going forward and sent subsequent monthly statements.  Gateway attempted to contact the customer on multiple occasions regarding the payment to the account, but was unable to do so.  Gateway was finally able to reach the customer on January 21, 2010.  As noted in the customer’s complaint, customer was skeptical of the call from Gateway and therefore, was uncooperative. 
 
Gateway has an obligation to accurately report transactions with its customer to credit reporting agencies.  Gateway will contact its credit reporting agency to determine whether there may be an applicable credit reporting to address the facts specific to the account in question and notify customer with any subsequent resolution proposed by the credit reporting agency.

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business (complaint ID ********) and humbly request that this resolution would be satisfactory to me IF the company will note once I was properly notified I paid immediately. Additionally I believe I put the account back on auto pay at the time. If it were acceptable, I humbly appeal that the company makes a goodwill adjustment – or at least considers this an appropriate situation. Due to the extenuating circumstances surrounding my late husband's passing and grieving. – I was on autopilot for a long time.  As he was terminal for 18 month prior we had move in March of 09 and then had most bills on ach. 

The company was patient and explaining everything to me at the time. I apologize for filing a complaint – but felt this was the easiest way to get assistance from someone who was capable of helping me. I really appreciate the professional manner in which they have handled everything and gone above and beyond.

I wish them the best and wish their BBB ranking reflect their attention to detail and ethics displayed in handling this delicate situation. I would highly recommend them to others and would do business again without hesitation. 

Regards,

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

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried multiple times to reslove an automatic debit issue I am experiencing this month however Gateway One Lending has refused to resolve via email. I called in today to come to a resolution regarding this matter and the representative **** was less tham helpful. He refused to further on without verify a telephone number. Given the fact that I just verified my full name and address with this man and I typed in my full social to get to this representative. He proceeded to get an attitude and tell me (a customer) that he refuses to give me any information regarding my account unless I give him said phobe number. Now I myself work for a financial company so I am well aware of the requirements regarding verification standards. He could have very well proceeded with my questions however he took it upon himself to make things difficult. I then asked for a supervisor and **** just laughed and said no he proceeded to tell me he will transfer me over to him team lead ******* then placed me on a three minute hold and hung up. I have never dealt with such treatment in my life. This is highly unacceptable and I strongly suggest if you are considering signing a loan through this lender to think twice. At this moment the matter, obviously, still has yet to be resolved. I will expect an immediate address to this issue. I understand my rights regarding legal action and I will have no problem forwarding this issue as well as previous issues with this company on.

Desired Settlement: As such stated regarding your company's lack of customer service over the phone I am refusing to waste any more of my time speaking with any of your incompetent, ill trained representatives. I will expect this matter to be resolved via email or as also stated I will proceed legally and you can have it out with my lawyer.

Business Response: Customer Information
****** ***** (Complaint ID ********)
**** ******** Circle
Oceanside, CA 92056
************
********@gmail.com
Application No. **************
 
Gateway’s Response – 07/03/2014
Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. 
 
We apologize that customer was not satisfied with her experience with Gateway’s customer service group in attempting to resolve an issue regarding establishing automatic payments for her account via Gateway’s website. Customer initially emailed Gateway on June 19, 2014 to inquire about this issue.  Gateway responded and requested she call a Gateway customer service representative in order to address this issue without the need to disclose account information via email.
 
The customer called Gateway on June 20, 2014 and spoke with a customer service representative.  In order to verify customer’s identity, the customer service representative did request verification of customer’s telephone number on file.  When customer requested to speak with a supervisor, none were available; therefore the customer service representative attempted to transfer the call to a team lead.  During this transfer, however, the call was terminated.  Gateway did not receive any further communication from customer other than the present complaint. 
 
Gateway proposes that a customer service supervisor contact customer in order to address customer’s concerns.  Please advise whether this is an acceptable course of action. 
 
We trust this satisfies customer’s concerns. 

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I financed a vehicle and specifically asked to finance through Wells Fargo where my prior loan had been financed through. Instead I ended up getting "Gateway One" which turns out to be TCF whom I never wanted to be associated with. My vehicle is in the shop getting over $2,000 in repairs so I have been trying desperately to catch up on my loan payments. I called the rep handling my loan account and let her know of the situation and asked about deferring a monthly payment so I can get the vehicle repaired and catch up on my outrageously high payments. She said no because the loan is too new and then she tacked on a $45 "servicing expenses" fee for the phone call. This is on top of the $20.56 late charge. This is EXACTLY why I wanted to stay with Wells Fargo and wanted to avoid TCF like the plague. Account_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) $45 credit for the obscene $45 "Servicing Expenses" fee and deferment for a month so I can pay for the truck repairs and get caught up on my loan.

Business Response: Customer Information *** ******* (Case Number ********) ***** ********** **** *** *** *********** ** ***** ****** ***** ******** **** ****** ******************** Account No. **************

Gateway's Response - Gateway One Lending & Finance, LLC ("Gateway") strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws. In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. The customer has raised 2 concerns. The first pertains to an expense of $45 assessed to the account. Please note that the charge was not for the phone call initiated by the customer to Gateway, but rather an expense incurred by Gateway. For the sake of customer service, however, Gateway will remove the charge from customer's account. Second, the customer contacted Gateway to request a one-month extension. Unfortunately, customer is not eligible for an extension under Gateway policy at this time.

 Therefore, Gateway cannot accommodate customer's request. We trust this addresses the customer's concerns relating to this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have filed a complaint before but never received a response. A few months ago I had what ended up to be a little over $3,000 worth of work done on the truck I have financed through Gateway One. I called and asked to delay a payment for a month so I could catch up. They said they would not until after 3-6 months. It has not been nearly a year and I keep getting told "you're almost there" while they keep tagging on late fees. The late fees are now closing in on $200. Despite making a payment recently and having an automatically deducted payment set up on my next payday, they are calling me up to 10 times a day.

Please Delay payment for a month as I have been asking repeatedly for months and reverse the late fees so I can catch up!

Business Response:

Customer Information

*** ******* (ID Number *******)

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

Fax:

Email: ********************

Account No. **************

 

Gateway’s Response – 04/15/2014

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. 

 

The customer states that he had previously filed a complaint but did not receive a response.  Please be advised that Gateway received a complaint filed by the customer with your organization on or about November 4, 2013.  Gateway provided its response to the initial complaint on or about November 22, 2013.  Customer then submitted a rebuttal on or about November 26, 2013 to which Gateway provided its final rebuttal on or about December 9, 2013.

 

As for the issue raised by customer in this instance, specifically seeking a delay in payment for a month, customer is now eligible for a two-month extension.  Gateway requests customer contact its loan servicing department in order to obtain information to initiate the extension process.  In addition, Gateway will be able to waive one late charge on the customer’s account.  The late charges assessed on the account were due to payments received after the grace period allowed for such payment. 

 

We trust this addresses the customer’s concerns relating to this matter.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******

 

Consumer Response: I have already filed a complaint about the lack of service I'm receiving from this company but the have not followed through on their promise to resolve the issue. The were going to allow a 2 month extension to get caught up after over 3k of repair on the financed vehicle. They never added the extension and I have been harassed with several collection calls every day, and I just received a bill with a late notice and late fees that were supposed to have been waived. So I call them once again and the rep had absolutely no idea what I was talking about. She got her supervisor who also had no idea what I was talking about. Finally he said they would allow the extension and waive the fees. The original rep gets back in the line and says she is going to email me the form to sign. She has a thick accent and asked me several times to repeat and spell my email address BenGleason@ymail.com. That evening I went home and there was no email. So the harassing calls continue every day. Today I called and the rep puts me on hold then comes back on the line and says I need to pay $100.04 to get the extension. Needless to say I am beyond livid. Next step is the CA attorney general if they can't get this resolved!

Two month extension w/fees waived as originally promised.

Business Response: Gateway’s Response – 05/16/2014

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the customer. 

 

Please note Gateway responded to a prior complaint by customer on April 15, 2014.  In that response, Gateway advised that it
would waive one late charge.  In the prior response, Gateway also advised complainant that he was eligible for a
2-month extension and requested complainant contact Gateway in order obtain
information to initiate the process.  On April 28, 2014, complainant contacted Gateway regarding the extension.  At that time Gateway advised complainant of
the need to pay any remaining outstanding fees.  Complainant declined to pay such fees. 
Therefore, Gateway was unable to proceed with the 2-month extension referenced above. 

Consumer Response: Better Business Bureau:

[I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At no time did Gateway One state that I had to pay late fees. When I called and spoke with a female rep AND a manager neither of them mentioned this and they ok'd the two month extension then never followed through with emailing the form. Obviously if I am filing a two month extension, it is because I temporarily do not have funds.  Gateway One is  acting very unorganized and I will be contacting the attorney general]
Regards,


*** *******

Business Response:

Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer. 

 

Please note Gateway has been able to process the customer’s request for a 2 month extension for the months of April 2014 and May 2014.  Customer’s next monthly payment will be due in June 2014 in accordance with the terms of the original retail installment contract. 

 

We trust this satisfies customer’s remaining concerns.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[They processed the extension after two months of harassment. Literally. Several calls and hangups per dat. They only processed the extension after charging me $107. Initially they tried to charge me $190. Then another rep said oops it is $145. Then another rep said oops it is $107. It's the worst customer service experience I have EVER received. I work in customer service. Horrifying.  This should be noted on record. I have yet to receive  any kind of explanation or apology. 

Regards,

*** *******

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To start my 2006 jeep grand Cherokee was repossessed in late 2013. Gateway one never sent me and correspondence about when I could go to redeem my vehicle. I never received any info on when the vehicle was going to be auctioned off so I could go and try to buy it back. And then I received a deficiency balance statement stating that I owed them $800 from the odds and ends. Then a month later I received another deficiency letter stated that I only owed them $400. Then they sent me a settlement letter for $300 and if I paid it then the account would be settled in full. So I called the collections lady back and tried to make an arrangement with her but she wanted my bank account info. So I called back the next day to pay and I tried to call three times and she never picked up the phone and called me back almost a month later trying to get the settlement amount. That part was very unprofessional. So just yesterday I received another deficiency letter from them stating that I now owed them almost $7000!! So I called them and tried to get to the bottom of it. The guy I talked to acted like he was totally clueless of what was on the deficiency letter and that the car was sold at auction two different times and that the amount that was on the three different letters for the amount that the truck was sold for was wrong. The last letter I received said that the vehicle was sold in January of 2014 and that it was sold for $6500. And he said that the car was sold the second time because that dealer that bought it didn't want it because of transmission issues. Where as those the sell at a auction is final so I think he was lying to me. And I looked at the letter and the cost to retake the vehicle was almost $7000 when on the other letters it said $547. So I asked him how could it possibly cost them almost &7000 to repo a vehicle and pay a recovery company to recover it. There's no was\y it could go from $547 to almost $7000. I think they are running some type of scam.

Desired Settlement: I want the whole balance to be wiped away or I will get an attorney and I will sue the company for damages and for not following the correct protocol for a repossession of a vehicle.

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional 
and courteous manner in compliance with all applicable federal and state laws. In response to 
this complaint, Gateway has conducted an investigation into the matter raised by the customer. 
 
The customer makes the claim he did not receive a Notice of Repossession and Notice of our 
Plan to Sell Property (Notice of Sale) prior to the sale of his vehicle, which was repossessed on 
10/10/2013. Our records indicate Gateway sent the Notice of Sale letter on 10/11/2013 via 
certified mail. Gateway received a return receipt indicating the delivery of this document went 
unclaimed. The mailing was sent to the address of record and subsequent mailings have been 
accepted by or on behalf of the customer. Gateway does not know why the mailing went 
unclaimed, but did fulfill its obligation to send all required notices. The customer can contact 
Gateway directly for a copy of the above-referenced notice. 
 
As for the customer’s concerns regarding the deficiency balance, on 11/27/2013 the vehicle was 
sold at auction for $6500.00. Gateway received the proceeds check on 11/29/2013 and posted to 
the account in the amount of $6281.50. Based on the unpaid balance of the account and the sale 
amount posted to the account at that time, the deficiency balance would have been approximately 
$5,400.00. On December 11, 2013 Gateway was notified by the auction house that the vehicle 
was returned (per auction rules) due to mechanical issues. The vehicle was subsequently sold for 
a lesser amount of $5251. Based on the lower sale price, the estimated deficiency balance would 
have been approximately $6,400.00. However, both auction proceed amounts were inadvertently 
posted to the account, giving the appearance that a lesser deficiency balance was due. 
Unfortunately, multiple deficiency letters were delivered to the customer stating an incorrect 
amount. Gateway has had telephone conversations with the customer regarding this matter and a 
deficiency letter indicating the correct amount of deficiency has been delivered to the customer. 
Due to the confusion created, Gateway requests the customer contact Gateway directly to attempt 
to resolve the matter. We hope that this letter provides satisfactory clarification to the 
customer’s concerns. 

4/9/2014 Billing/Collection Issues | Complaint Details Unavailable
4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new car through Chevy and had it financed through Gateway One Lending & Finance a little over a year ago. 2 months ago I traded that vehicle in on a different car. The dealership I purchased my new car from paid off the balance at Gateway, but their payment hadn't posted by the day my next payment was due so I went ahead and made another payment so I wouldn't be charged any late fees or anything. I spoke with several different customer service representatives who all told me a different story about how I could receive my money back once the payoff was collected. I was then told there was another $75 due on top of the payoff. I spent a week getting a rolling bank statement to have my payment refunded into my account and having the dealership send them another check for the $75, which is what I was specifically told to do by a supervisor at Gateway named *****. I was supposed to receive my total payment back in my account within 5 days. 3 weeks later I receive a check for only a portion of my payment with the $75 deducted out of it. All of this time I have been trying to contact ***** who refused to answer my calls or return my phone calls. After receiving the check I call back and ask for ***** again, who still won't come to the phone, and they put a supervisor named Naser on the phone. I explain to him exactly what happened and he now tells me that once my account was closed nothing could be posted so they never received the $75 from the dealership and that they don't owe me anything, yet ***** is the one who specifically told me what to do and none of the 5 people I spoke with, including him, said anything about my account already being closed or that being a problem. Had I known that was a problem I would have had the dealership simply cut me a check. Either way Gateway owes me $75 or they need to figure out where it went and get it to me. The sad part about all of this is that not a single person has apologized for what has happened. They are a sorry excuse for customer service

Desired Settlement: I would like my $74.14 (the exact amount) refunded to me and a formal apology from both Moses and Naser about the inconvenience this has caused me. I tried to do the right thing and make all of my payments on time. I never dreamed it would take this long to retrieve my money back. At this point it's not about the amount of money, it's the principle of the entire situation. If Gateway cannot refund me my money they need to contact the dealership and get them to refund me my money.

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has conducted an investigation into the matter raised by the customer.

 

The customer has raised a concern about a refund associated with her account with Gateway.  Gateway’s records indicate that customer contacted Gateway on January 21, 2014 to advise that she had traded in the vehicle associated with the account and inquired whether a payoff had been received.  Upon being informed that such
payment had not yet been received, customer established a payment that was due on January 22, 2014.  Later that day, the payoff was received and applied to the account. 
The payoff, however, was short by $74.14.  The payment established by the customer was subsequently applied to the account to satisfy the remaining balance of $74.14
and resulted in an overage.  The overage was returned to the customer on February 14, 2014. 

 

Please note that the dealer to whom the customer traded in her vehicle submitted a check to Gateway in the amount of $74.14, however, upon receipt on February 4,
2014, the payment could not be applied to the account since it was reflected as a paid account. The checked was returned to the dealership that day.  

 

We apologize for any confusion we may have caused;
however, Gateway is not in possession of the additional $74.14 referenced by
the customer.  All payments received by
Gateway has been applied to satisfy the account or already returned to the
customer.  We trust this addresses the
customer’s concerns relating to this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the response and most of those details are correct, although there are multiple conversations between myself & Gateway employees missing from that description. The ending of that response is what was never told to me. My main complaint is that I was never told that my account was already closed. After speaking with supervisor ***** at Gateway he told me to get Lexus to send that check. Gateway never notified me to let me know that it was already closed and that the check was sent back to the dealer. Also, I have spoken with the dealership and they do not have a record of ever receiving that check back from Gateway, which raises concern. I want to point out that, yes I would like my $74.14 back, but at this point it is more about the principal of the entire situation. Throughout all of this mess I have not received a single apology from any Gateway employee and have had to jump through hoops to find out any information. I feel that these types of details are the very things that a customer should be contacted about. 

 
Another concern of mine is that Gateway hasn't contacted me once to tell me that my account was now at $0. I have not received a statement saying that either, which I expect to be receiving soon.

Therefore, to resolve the situation I would like for Gateway to contact Lexus of Greenville to straighten out whether they received the check back or not because as of right now they have not. They can ask for **** in Financial Services, which is who I have been speaking with there this entire time and who sold me my new car. I also expect to get a letter from Gateway stating that my account with them is now closed and at a $0 balance within the next 2 weeks if possible. 
Regards,

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

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the customer. 

 
The customer has raised a concern about a refund associated with her account with Gateway.  Gateway’s records indicate that
customer contacted Gateway on January 21, 2014 to advise that she had traded in the vehicle associated with the account and inquired whether a payoff had been
received.  Upon being informed that such payment had not yet been received, customer established a payment that was due
on January 22, 2014.  Later that day, the payoff was received and applied to the account.  The payoff, however, was short by $74.14.  The payment established by the customer was subsequently applied to the account to satisfy the remaining balance of $74.14 and resulting in an overage.  The overage was returned to the customer on February 14, 2014.  

Please note that the dealer to whom the customer traded in her vehicle submitted a check to Gateway in the amount of $74.14, however, upon receipt on February 4,
2014, the payment could not be applied to the account since it was reflected as a paid account. The checked was returned to the dealership that day.  

 

We apologize for any confusion we may have caused; however, Gateway is not in possession of the additional $74.14 referenced by
the customer.  All payments received by Gateway has been applied to satisfy the account or already returned to the
customer.  We trust this addresses the customer’s concerns relating to this matter.

 

Gateway’s Rebuttal -

In response to the customer’s subsequent message, Gateway will issue a letter advising customer that her account with Gateway has
been paid in full.  Furthermore, Gateway will reach out to **** in the Financial Services department of the dealership in order to seek resolution of this issue. 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

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

2/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I went out on maternity leave I had contacted them to suspend payment on my loan until I was able to go back to work. They said I would have to fill out papers and mail them in which I did. Then I would receive calls that I was past due. I said I had turned in the necessary forms and they said they did not receive them. So I redid the forms and mailed again.They were to give me a 2 month suspension. They continued to call even though I was told I could have the grace period due to my maternity leave. I went back to work and proceeded to make payments. I would continue to get collection calls even though I was making payments and trying to get caught up. I would make a payment over the phone and be told that everything was fine, then next thing I know someone from the same company would call saying I hadn't made my payment. I would call back the original person I made the payment to and everything looked good. This happened several times. Each time I would call the person I paid and everything was ok. Things were almost completely taken care of payment wise when they reprocessed the car. Told me if I want the car back I would have to pay $1600.

Desired Settlement: I feel I was treated unfairly and that my records should show that I was meeting my responsibility. I am trying to billed good credit, I was being responsible. I want to let other people know that this company treats their clients unfairly and not to do any type of loan with them. They do not back what they say. I was told I could have a 2 month suspension on my payment then that is what should have happened.

Business Response:

Customer Information

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

Phone: ###-###-####

Fax:

Email: *************@yahoo.com

Account No. 2************* (********
*********)

 

Gateway’s Response –

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the customer.

 

The customer has raised a concern about a request for extension communicated to
Gateway.  Gateway’s records indicate a telephone conversation between the customer and Gateway on November 20,
2013.  During that call, customer arranged to pay for the payment due in October 2013 and inquired about the possibility
of an extension.  The Gateway representative advised the customer that in order to provide an extension,
customer would need to complete a form and pay outstanding fees.  The customer was sent this form on November
30, 2013.  Gateway has no records of receiving the completed form or any payments. 


 

Gateway made multiple attempts to contact customer since that time but was unsuccessful
until January 27, 2014 at which time the customer contacted Gateway. 

 

We trust this addresses the customer’s concerns relating to this matter.

 

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle and Gateway One Lending supplied the loan. the vehicle was involved in a total loss situation. Unfortunately the gap coverage that I purchased has taken some time to pay. Gateway One Lending has been payed a majority of the loan through my insurance carrier, but insists on being payed before the gap coverage pays their share. I have been harassed on the phone, had the contract changed without my consent or knowledge, and have attempted to pay but was told that they can't accept my payment, had have been threatened that they will report this as a non-payment situation to the credit bureaus. They are demanding money and have requested the contact information of my employer in an attempt to garnish my wages.

Desired Settlement: Have me repay the loan under the original terms and conditions that I signed upon purchasing the vehicle.

Business Response:

Customer Information

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

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

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

Phone: ***** ********

Fax:

Email: ******************

Account No. *************

 

Gateway’s Response –

Gateway One Lending & Finance, LLC
(“Gateway”) strives to provide service in a professional and courteous manner in
compliance with all applicable federal and state laws.  In response to this complaint, Gateway has
conducted an investigation into the matter raised by the customer. 

 

The customer has raised a concern about harassment and threats on the phone.  Please be advised that Gateway maintains an
account collection policy and procedure which prohibits harassment of and
threats to any customer.  Gateway also
requires its employees to complete a Fair Debt Collection Practice training on
an annual basis.  Based upon review of
the account notes, Gateway was unable to identify any such instances.   

 

Customer also notes that Gateway informed customer that it could not accept payments
from the customer.  It appears customer
attempted to make a payment with his credit card.  Gateway does not accept credit cards and
therefore, could not process the payment referenced by the customer. 

 

Customer notes that Gateway “had the contract changed without my consent or
knowledge.”  While Gateway is uncertain to
what contractual terms the customer may be referring, please note that on the
reverse side of the retail installment contract signed by the customer for the
purchase or the motor vehicle is question, section 3.b. states, in part: “If
you break your promises (default), we may demand that you pay all you owe on
this contract at once, subject to any right the law fives you to reinstate this
contract.”  Default is defined to include
“[t]he vehicle is lost, damaged or destroyed”. 
Based on the total loss of the motor vehicle, Gateway exercised its
rights to accelerate the balance remaining under the terms of the
contract. 

 

Please note that the account in question is deemed fully paid and satisfied

 

We trust this addresses the customer’s concerns relating to this matter.

 

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While checking my personal credit report, which I acquired from Experian, I notice an inquiry made by your organization. Since I have not, to the best of my knowledge, authorized anyone employed by your organization to make an inquiry, you are not legally entitled to make the inquiry. Therefore, I request that you contact the concerned credit bureau and remove the unauthorized hard inquiry immediately, under the Fair Credit Reporting Act, Section 1681b(c): Transactions Not Initiated by Consumer. I also request that you remove my personal information from your records. Please send me a written confirmation that you have complied with my requests. If you believe that you posses sufficient documentation that supports your authorization to make the inquiry, please send me a copy to my current address so that I may verify its validity.QUESTIONED INQUIRY: EXPERIANDate = May 27, 2013Company making the inquiry = BANK OF STOCKTONReason = Doesnt say the reason

Desired Settlement: See Complaint Text

Business Response: Gateway One Lending & Finance, LLC (“Gateway”) strives to provide service in a professional
and courteous in compliance with all applicable federal and state laws.  In response to this 
complaint, Gateway has conducted an investigation into the matter raised by the customer.

The customer raises a concern of an inquiry on his credit report by Gateway.  Gateway received 
direct correspondence from this individual and responded on June 17, 2013.   In that 
correspondence, Gateway advised the individual that Gateway pulled a credit report based upon a 
credit application from a dealership on behalf of the individual seeking financing for the purchase 
of a motor vehicle.

We trust this addresses the customer’s concerns relating to this matter.

 

12/11/2013 Problems with Product/Service
11/29/2013 Problems with Product/Service
11/26/2013 Problems with Product/Service
11/22/2013 Problems with Product/Service
11/13/2013 Billing/Collection Issues
11/1/2013 Billing/Collection Issues

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

3 Customer Reviews on Gateway One Lending & Finance LLC
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
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Fusion Chart