Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for the debt claimed by FINBE **** There is no contractual relationship between me and FINBE **** and they have not supplied the original agreement as requested.

  

  Business Response

  Date: 07/08/2025

  Dear BBB,
  
  On 7/3/25, FinBe USA f/k/a Credito Real USA Finance LLC and AFS Acceptance LLC (FinBe USA) received the consumers complaint, alleging that she is not responsible for the debt, there is purportedly no contractual relationship between her and FinBe USA, and that FinBe USA ha[s] not supplied the original agreement as requested. The consumers desired resolution is removal of the account from her credit report.  
  
  FinBe USA is an indirect auto lender who was assigned the retail installment sale contract (Contract) for the consumers purchase of a 2017 ***** Accord from dealership, ************ in ********, **. A copy of the Contract is enclosed with this response. As indicated on page 6 of the Contract, the Contract was assigned to FinBe USA (formerly known as AFS Acceptance, LLC).  At the time of contracting the consumer provided a copy of her drivers license and executed a credit application and FinBe USA (then Credito Real USA Finance) credit application addendum expressly permitting it to report on her credit. Copies are submitted with this response.
  
  FinBe USAs records indicate that the consumer fell behind on her loan immediately after it was originated, failing to timely make her first payment and when made, it was returned due to nonsufficient funds.  FinBe USAs records demonstrate multiple instances where it offered payment assistance to the consumer to keep the vehicle, including a due date change after the first payment, and a payment deferment/extension in December 2021.  Unfortunately, she defaulted on the next deferred payment due, her attempted payment was returned due to nonsufficient funds and no further payments were made.  FinBe USAs account notes reflect difficulty in locating and securing the vehicle and that the consumer hindered repossession efforts by refusing to provide the location of the vehicle.  The vehicle was eventually recovered in May 2023 while the account was past due for the payment due December 2021 and all payments thereafter.
  
  FinBe USAs investigation confirmed that it has reported the account properly and denies the consumers claims that she requested, and was not provided a copy of the relevant Contract submitted with this response, as the account notes and communications with the consumer do not reflect any such request.   A copy of the loans payment history (through 12/31/24), which is consistent with FinBe USAs credit reporting is enclosed with this response. FinBe USA further notes that the consumers account was sold to *************************** in January 2024 and that FinBe USA ceased reporting on the account as of the effective date of the sale.  Accordingly, the account is properly being reported as $0 balance and sold.
  
  In sum, FinBe USAs investigation and provided documentation confirms that it: (i) owned and had the right to collect the subject debt pursuant to assignment of the retail installment sale contract; (ii) reported the loan correctly, and (iii) sold the loan and is no longer attempting to collect the debt.  As such, it is FinBe USAs position that this matter should be closed as resolved.
  
  If there are any questions, please reach out directly to me.
  
  Regards,
  *********** P. ****
  

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have obtained a copy of my consumer report from annualcreditreport and have noticed FINBE **** is inaccurately reporting a charge off on my report. I have not received any forms to keep up with the proper reporting of this account. I should have received a 1099A to keep track that this company is reporting accurate information so that their is no contradicting on credit reporting. Any account charge-off should be reported as $0. In this case this company is stating the amount as $25,089. This late payments are also a violation because I am not the due holder of the note. This is also a direct violation of 15 USC 1666b Billing Error. I am requesting a removal of this account. Please also provide to me the master promissory note, chain of title and proof of assignment and ownership on my account for I have never received this information in any form. I need to be aware that this company is not making me pay for this debt after it has already been monetized. Please provide the securitization. If not provide a form 3949 with the *** will be filed and legal action will occur.

  

  Business Response

  Date: 06/26/2025

  Dear BBB,
  
  On 6/25/25, FinBe USA, formerly Credito Real USA Finance (FinBe USA) received the consumers complaint regarding billing or collection issues.  Specifically, the consumer claims FinBe USA is inaccurately reporting a charge off on [his credit] report, and that it has not provided forms to keep up with the proper reporting of the account, such as a *****.  The complaint states that the charged off account should be reported as $0 balance rather than $25,089,and that late payments are also a violation because [the consumer is] not the due holder of the note, which he claims is violation 15 USC 1666b Billing Error.  The consumer desires removal of this account from his credit report along with other documentation evidencing the debt, and FinBe USAs ownership of same.
  
  FinBe USA is an indirect auto lender who was assigned the retail installment sale contract (Contract) for the purchase of a 2015 ************* C-Class (the Vehicle)from dealership, Lets ********* in Slidell, LA on or about 10/4/21.  A copy of the contract with assignment to FinBe USA (then known as Credito Real USA Finance) is attached with this response.  As requested by the consumer,these documents evidence FinBe USAs interest in the outstanding debt (i.e. the contract) to which it took assignment from the Dealer at the time of purchase,and still holds.  The Contract provides the terms for applicable fees that will be applied in the event of late payments which are compliant with relevant laws.  At the time of purchase the consumer also executed a credit application and FinBe USA (then AFS Acceptance) Credit Application Addendum, providing express consent to release information about [the consumers] credit experience.  Copies of the credit application and addendum are submitted with this response.
  
  Primarily,to the extent the consumer alleges that FinBe USA committed a violation of 15 USC 1666b, it affirmatively states that this timing of payments law applies only to open-end consumer credit plans (such as credit cord), and not a closed-end installment loan such as that provided under the Contract.
  
  FinBe USAs records indicate that the consumer fell behind on his payments in March 2022. FinBe USA provided several payment assistance options including three payment extension/deferrals and a due date change, and while the consumer continued making payments through October 2024,they were mostly partial payments and the account fell 60+ days behind,resulting in eventual recovery of the vehicle and a charge off of the account in November 2024.  A copy of the account payment history (through 12/31/24) is submitted with this response.
  
  To further investigate the consumers claims, FinBe USA reviewed its credit history reporting of the account, and confirmed that it is accurately reporting the charge off with a balance consistent with what is alleged in the complaint,and affirmatively states that the balance should not be $0 as the consumer claims, as the debt is charged off and still owed, and not cancelled.  FinBe USA refers the consumer to the following information from Equifax which distinguishes the difference between a charged off debt and a cancelled debt in order to assist the consumer: ******************************************************************************************
  On that note, there is no basis for FinBe USA to issue a Form 1099-A the proceeds from the sale of the consumers repossessed Vehicle were applied to reduce the account balance and did not result in a gain or loss to FinBe USA and the debt is not canceled.
  
  As FinBe USAs investigation concluded that it did not commit any wrongdoing or violation of law in its handling of the consumers account and is reporting the account accurately, it declines to request deletion of the account from the consumers credit report and takes the position that this matter should be closed.  If there are any questions,please reach out directly to me.
  
  Regards,
  *********** P. ****
  
  
  
  
  
  

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount of times my phone is called through out the day. Even my employers and current employers is embarrassing! I never provided permission for my job to be called in regarding my account. So there is NO reason they should be contacting anyone besides my number. Its becoming embarrassing and I will soon seek legal action. I get calls every hour from this place as well as my friends and family. Just because you cant reach me it does not mean you can stalk my place of work or go on ***** to find relatives to call on my behalf. I NEVER gave this place my employers number. So theres no way they should be calling anyone but me. And if I dont answer then so what leave a message and leave me alone. Calling me over 10x a day is harassment! Im sick of it!

  

  Business Response

  Date: 06/20/2025

  
  Dear BBB,
  
  On 6/20/25,FinBe USA, formerly, Credito Real USA Finance LLC and AFS Acceptance LLC (FinBe USA) received the consumers complaint concerning her auto loan account with **********************.  The complaint alleges that FinBe USA has been placing calls too frequently, including to the consumers place of employment and friends and family.  Her desired settlement is no further contact by FinBe USA.
  
  FinBe USA is an indirect auto lender who purchased, and was assigned the retail installment sale contract for the consumers purchase of a used 2019 **** Fusion (the Vehicle) from dealer, Fast Finance ********** in ******, IN on or about 8/27/2020.  A copy of the retail installment contract (hereinafter, the **** with assignment to FinBe USA (formerly AFS Acceptance LLC) is submitted with this response.
  
  Review of the accounts payment history indicates that shortly after the loan was originated, the consumer fell behind on her auto loan payments and by February 2021 the account became 30+ days delinquent. A payment extension/deferment was offered and accepted in May 2021, but thereafter, the consumer fell behind again. While the consumer has continued to make payments on the loan, they continue to be late.  In total, the consumer has made 49 payments towards the loans 72 month term.  A copy of the account payment history is provided with this response.
  
  FinBe USA notes that at the time of loan origination, the consumer completed a credit application and addendum permitting FinBe USA to contact her, along with a reference sheet, providing contact information of friends and family.  Copies are submitted with this response.  The original credit application completed by the consumer and submitted by the Dealer through the online Defi platform also included the consumers employers phone number.  A printout of this application is attached. While the accounts notes indicate that the consumers employer has changed and that FinBe obtained the contact information for the new employer,it affirmatively states that it has complied with all relevant law which permits a creditor to contact a consumers employer to verify information.
  
  Throughout the loans history, FinBe USA has regularly contacted, and communicated with the consumer for the purpose of keeping the account performing and allowing the consumer to keep the Vehicle.  In total, FinBe USA has provided six payment extension/deferrals and a payment due date change.
  
  As of todays date and after application of the consumers 6/11/25 payment, the account is 26 days and $1190.27 past due. 
  
  As has always been the case, FinBe USA has been contacting the consumer and references in an effort to keep the consumer in the Vehicle and avoid further default and potential repossession.  Nevertheless, on todays date, 6/20/25, immediately upon receipt of the complaint, and in accordance with the consumers desired resolution, FinBe USA has updated its records to add a notation to cease and desist all communications with the consumer,including those made at her place of employment, and to no longer contact any references provided by the consumer or otherwise obtained by FinBe USA.
  
  In sum, FinBe USAs investigation revealed no wrongdoing, as the consumer provided express consent to receive communications from FinBe USA and its records do not reflect any revocation of such consent until the receipt of this complaint.  Moreover, its contact to her employer or references did not violate any relevant laws. FinBe USA is confident that its safeguards in place will avoid any phone calls to the complainant and as such,requests that this matter be closed as resolved.
  
  If the BBB has any questions, it may reach out directly to me.
  
  Regards,

  *********** P. ****

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report a fraudulent account opened in my name with FINBE **** I am a victim of identity theft and did not authorize this account. Below are the details of the fraudulent ******************************* Name: FINBE *** Opened Date: 11/10/2016 Account Number: *********High Credit: $13,855.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Please provide confirmation of the closure and any relevant documentation regarding this fraudulent activity.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  On 5/27/25, FinBe USA, formerly AFS Acceptance and Credito Real USA Finance (FinBe USA) received the consumers complaint alleging billing or collection issues.  Specifically, the consumer alleges that a fraudulent account was opened in her name and she is a victim of identity theft and did not authorize the account.  The consumers desired resolution is correction to her credit report.
  
  FinBe USA is an indirect auto lender who was assigned the retail installment sale contract (Contract) for the purchase of a 2016 Jeep Patriot from dealership, ********** dba ******************* in Mobile, AL on or about 11/10/16.  A copy of the Bill of Sale with FinBe USA (then known as AFS Acceptance) as the finance company/lienholder is enclosed with this response.  At the time of contracting the consumer also submitted a credit application and FinBe USA (then known as AFS Acceptance) credit application addendum which expressly permitted it to report the account to the credit bureaus.  Copies are attached with this response.
  
  FinBe USAs records indicate that the consumer made 54 payments towards the 72 month contractual term, and that FinBe USA offered, and the consumer accepted several payment assistance options, including four payment deferments during the life of the loan.  Unfortunately, the vehicle was eventually repossessed in January 2022 due to default/nonpayment, and charged off in February 2022.  The account and outstanding debt was later sold to a third-party in 2022.  Copies of the accounts payment history are submitted with this response.
  
  FinBe USAs investigation into the origination of the loan and account activity did not evidence any fraudulent activity or  that the consumer was a victim of identity theft.  The origination file includes a copy of the consumers drivers license and as stated above, the consumer made 54 payments to FinBe USA (then Credito Real USA Finance) during the life of the loan before it was charged off and sold. FinBe USA acknowledges that it received in indirect dispute to the consumers credit report through the eOSCAR system on 3/18/25, and submitted a response on 4/13/25 in which it updated the account status, date of last payment and close date.  At all times since the account was sold, it was accurately reported to the credit reporting agencies (****) as a sold account.
  
  Although FinBe USAs investigation revealed no wrongdoing and did not support the consumers claims that she was the victim of identity theft, due to the age of the debt, and in an effort to fulfill the consumers desired resolution, on 5/27/25,FinBe USA submitted an Automated Universal Dataform (AUD) to the credit reporting agencies (***) to delete the tradeline so that it no longer appears on the consumers credit report. 
  
  As FinBe USA has fulfilled the consumers desired settlement, it is our position that this matter should be closed.  If there are any questions, please reach out directly to me.
  
  Regards,
  *********** P. ****
  
  
  
  
  

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am responding to your contact about a debt you are trying to collect. You contacted me by mail, and identified this alleged debt.Please supply the information below so that I have all information:The name and address of the creditor to whom the debt is currently owed, the account number used by that ***********************, and the amount owed.If this debt started with a different creditor, provide the name and address of the original creditor, the account number used by that ***********************, and the amount owed to that creditor at the time it was transferred. When you identify the original creditor, please provide any other name by which I might know them, if that is different from the official name. In addition, tell me when the current creditor obtained the debt and who the current creditor obtained it from.Provide verification and documentation that there is a valid basis for claiming that I must pay the debt to the current creditor. For example, can you provide a copy of the written agreement that created my original requirement to pay?If you are asking that I pay a debt that somebody else is or was required to pay, identify that person. Provide verification and documentation about why this is a debt that I must pay.The amount and age of the debt, including: A copy of the last billing statement sent to me by the original creditor. State the amount of the debt when you obtained it, and when that was.

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  On 2/23/25, FinBe USA, formerly AFS Acceptance and Credito Real USA Finance (FinBe USA) received the consumers complaint alleging billing or collection issues.  Specifically, the consumer alleges that she is responding to [FinBe USAs] contact about a debt [it is]trying to collect, and requesting additional information and documents related to, and verifying the existence of the debt. The consumers desired settlement is correction to her credit report.
  
  FinBe USA is an indirect auto lender who was assigned the retail installment sale contract (Contract) for the purchase of a 2017 Chevrolet Cruze from dealership, Car Connection in Plantation, ** on or about 7/29/17.  A copy of the Bill of Sale with FinBe USA (then known as AFS Acceptance) as the finance company/lienholder is enclosed with this response.  FinBe USA affirmatively states that it was the original creditor of the subject debt.  At the time of contracting the consumer also submitted a credit application and FinBe USA (then known as AFS Acceptance) credit application addendum which expressly permitted it to report the account to the credit bureaus. Copies are attached with this response.
  
  FinBe USAs records indicate that the consumer made 12 payments towards the ******************************************************************************* 2018.  Insurance proceeds were received and applied to the account, before it was eventually charged off on or about 2/27/19, which is consistent with the reporting payment history submitted with the consumers complaint.  Contrary to the consumers claims that the complaint is a response to a contact about a debt,FinBe USAs records do not show any contact or communications with the consumer since 2019.
  
  FinBe USAs investigation confirmed that it has reported the account properly and is consistent with the account payment history, which is enclosed with this response.   As the consumer may be aware, a charged off account may stay on her credit report for seven years.  Nevertheless, due to the age of the debt, and in an effort to fulfill the consumers desired resolution, on 2/24/25, FinBe USA submitted an Automated Universal Dataform (AUD) to the credit reporting agencies (CRA) to delete the tradeline so that it no longer appears on the consumers credit report. 
  
  As FinBe USA has fulfilled the consumers desired settlement, it is our position that this matter should be closed.  If there are any questions, please reach out directly to me.
  
  Regards,
  *********** P. ****
  
  
  
  
  

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this urgent complaint to formally address violations of my rights under the Fair Credit Reporting Act (****) related to inaccurate information reported by your company to the credit bureaus.1. Inaccurate Reporting: FINBE USA has reported false payment history, including dates that are inconsistent and years apart. This manipulation of data has resulted in misleading and damaging information on my credit report.2. Statute of Limitations Manipulations: The false reporting of payment history is deliberately extending the statute of limitations on the account, thus preventing me from challenging the debt as time-barred.I demand that FINBE USA immediately delete this account from my credit reports. Under 15 U.S.C 1681e(b), you are required to report accurate information, and I am entitled to have my credit report reflect truthful data. This complaint is brief but highlights the **** violations and demands immediate action If required I can provide proof of this action!

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  On 2/23/25, FinBe USA, formerly AFS Acceptance and Credito Real USA Finance (FinBe USA) received the consumers complaint alleging billing or collection issues.  Specifically, the consumer alleges purported violations of the Fair Credit Reporting Act (FCRA) for purportedly reporting false payment history. The consumers desired settlement is deletion of the account from credit reporting agencies (****).
  
  FinBe USA is an indirect auto lender who was assigned the retail installment sale contract (Contract) for the purchase of a 2016 Chevrolet Malibu from dealership, ******************************** in ************, ** on or about 6/20/17.  A copy of the Bill of Sale with FinBe USA (then known as AFS Acceptance) as the finance company/lienholder is enclosed with this response.  At the time of contracting the consumer also submitted a credit application and FinBe USA (then known as AFS Acceptance) credit application addendum which expressly permitted it to report the account to the credit bureaus.  Copies are attached with this response.
  
  FinBe USAs records indicate that the consumer made 19 payments towards the 72 month contractual term before the vehicle was impounded and abandoned, and the account eventually charged off in July 2019. The account notes and payment history reflect three payments made towards a potential settlement agreement to resolve the outstanding loan balance, but the consumer stopped making payments after October 2019.
  
  FinBe USAs investigation confirmed that it has reported the account properly as a charge off and contrary to the consumers claims in the complsint, its reporting is consistent with the account payment history, which is enclosed with this response.   As the consumer may be aware, a charged off account may stay on his credit report for seven years.  Nevertheless, due to the age of the debt, and in an effort to fulfill the consumers desired resolution, on 2/24/25, FinBe USA submitted an Automated Universal Dataform (AUD) to the credit reporting agencies (CRA) to delete the tradeline so that it no longer appears on the consumers credit report. 
  
  As FinBe USA has fulfilled the consumers desired settlement, it is our position that this matter should be closed.  If there are any questions, please reach out directly to me.
  
  Regards,
  *********** P. ****
  
  
  
  
  

  Customer Answer

  Date: 03/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the time to correct this error by deletion on behalf of the company 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Various problems (unable to attach pictures)

  

  Business Response

  Date: 02/24/2025

  Dear BBB,
  
  On 2/21/25, FinBe USA, formerly, Credito Real USA Finance LLC (FinBe)received the consumers complaint alleging vehicle repair issues.  The consumer contends that her vehicle was repossessed due to purported misapplication of funds and error and is requesting removal of repossession fees and fines and personal items from the vehicle.  Photos of the vehicle with heavy front end damages and a deployed air bag were submitted with the complaint.  The consumers desired settlement requests that the car balance to be cleared in full as it has been wrongfully repossessed and they will sale again and make money that will cover balance.
  
  FinBe USA is an indirect auto lender who purchased, and was assigned the retail installment sales contract for the consumers purchase of a used 2017 ***** Civic from dealership Calumet Auto Finance in *******, IN on or about  on or about 7/9/2022.  A copy of the retail installment contract with assignment to FinBe (formerly Credito Real USA Finance) is submitted with this response.
  
  To investigate the consumers claims, FinBe reviewed the payment history, account notes and communications between FinBe and the consumer.  After failing to timely make her initial payment, the consumer had a near perfect payment history until she missed her payment due 10/20/23.  On or about 12/13/23, FinBe received a BBB complaint from the consumer regarding a payment deferment request, which was approved the following day, 12/14/23.  Importantly, the 12/13/23 complaint (BBB ID:21005211) included a cease and desist request which was immediately notated on the account.  A copy of the prior BBB complaint and account payment history are submitted with this response.
  
  Despite FinBe USA providing assistance to bring the account current and defer her payment due for November 2023, the consumer missed the next payment due for December 2023 and stopped paying on the vehicle altogether.  FinBe did not make contact to provide further assistance to the consumer at this time, as she had expressly requested that FinBe cease all communications to her. On or around 2/14/24, it came to FinBes attention that the vehicle was located at an impound lot and on 2/29/24, the consumer placed an inbound call to FinBe advising that the vehicle had been totaled.  However, an insurance claim was made on the vehicle, which was eventually deemed repairable, and resulted in issuance of a settlement payment to make repairs.  In the interim, FinBe provided the consumer another payment extension in April 2024 while the vehicle was inoperable and undergoing repairs.
  
  After contacting FinBe USA and expressing a desire to reclaim her vehicle and get her account back on track, on or about 7/24/24 the consumer made a $3500 payment to FinBe USA to bring her account current.  FinBe USAs notes reflect that the repair shop would not release the vehicle to the consumer due to an unpaid deductible,which was eventually paid and the vehicle was released to the consumer in September 2024.  However, the consumer again stopped making payments on the account. Moreover, the consumer still had unpaid, lender-placed collateral protection insurance premiums past due, which was placed on the account after her own coverage expired in January 2024 due to nonpayment.  The consumer eventually made payments in October 2024 and again in December 2024, but the account remained past 46 days past due after application of the 12/5/24 payment. Meanwhile, on 10/30/24, a statutorily-required Notice of Default and Requirement of Strict Compliance letter was sent to the consumer, which is submitted with this response.
  
  After the consumer made only one partial payment and FinBe USA continued to honor the consumers cease and desist request, on 2/11/25 the account was assigned for repossession, as it had become 83 days delinquent with a past due amount of $1567.34.  After the vehicle was recovered on 2/12/25, FinBe USAs notes show that the consumer reached out to FinBe USA inquiring as to the whereabouts of the Vehicle and denying that she ever requested that FinBe cease and desist communications, despite doing so in her prior BBB complaint (see complaint submitted with this response).  The consumer has since withdrawn her cease and desist request to FinBe USA in writing, and was provided the past due amounts and copies of her payment history per request on 2/18/25 and 2/19/25.  The consumer reached out again to FinBe USA on 2/20/25 requesting to retrieve personal items from the vehicle, and on the same date, was provided the contact information to obtain the location of the vehicle where she can retrieve her personal property.
  
  FinBe USA received the complaint on 2/21/25.  On the same date, the consumer made a good faith partial payment in the amount of $317.85 to place a hold on the vehicle from a potential sale, and advised to follow up to discuss a payment plan to reinstate the account and release the vehicle.
  
  As of todays date, the account is $2,599.11 and 66 days past due.  FinBe USA encourages the consumer to contact FinBe USA to discuss payment assistance options in order for her to bring her account current and get her back in her Vehicle.
  
  In sum, FinBes investigation concluded that it committed no wrongdoing and no misapplication of funds or errors as alleged in the complaint. The account notes reflect that the consumer was informed by a FinBe USA agent that she requested the cease and desist on her account-which was honored by FinBe USA-allowed her account to become past due, and did not communicate with FinBe USA, resulting in the repossession of her vehicle. Accordingly, FinBe USA declines to remove any fees contractually owed and agreed upon by the consumer in the Contract, and declines her request for the car balance to be cleared in full, as the repossession was lawful and consistent with the terms of the Contract and relevant law.
  
  For the foregoing reasons, it is our position that this matter should be closed as resolved.  If there are any questions, please reach out directly to me.
  
  
  Regards,
  *********** P. ****
  
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an issue that has caused me significant concern regarding a recent inquiry made to my credit report, involving a charge of $20,000 related to a repo case. According to finbe I am being held responsible for this amount as a cosigner?, and I have been informed that an investigation was conducted which included visits to my aunts house, my grandparents home, and a ex-boyfriends residence. However, I do not recognize any of these names or the information provided by them.I have repeatedly tried to explain that I have been a victim of domestic violence, during which my personal credentials were stolen. As a result, I was forced to get a new Social Security card, passport, and drivers license. I have also experienced multiple data breaches through services like Equifax and TurboTax, which further complicates my situation and may have contributed to this erroneous charge.Despite my attempts to clarify these circumstances, I have not received adequate assistance from finbe . I have repeatedly requested documentation and proof of their claims, but they seem either unwilling or unable to provide the necessary information to resolve the matter. I am frustrated by the lack of understanding and support in this situation, especially considering the trauma I have already endured.I would appreciate your prompt attention to this issue, as it is having a serious impact on my credit and financial standing. I trust that you will give this matter the urgency and care it requires.Thank you for your time and consideration. I look forward to your response.

  

  Business Response

  Date: 01/13/2025

  Dear BBB,

  On 1/9/25, FinBe USA, formerly Credito Real USA Finance and AFS Acceptance (FinBe USA) received the consumers complaint alleging issues with credit reporting.  The that she is being held responsible for [a debt] as a cosigner, and that an investigation was purportedly conducted which included visits to family members and her ex-boyfriend.  The complaint further states that she does ntot recognize names or information provided by them and that she has been the victim of identity theft and data breaches. The consumer further states that she has purportedly requested documentation and =proof of claims but has not received adequate assistance from Finbe.  Although the complaint references a recent inquiry, the consumer submitted screenshots from her credit report with ********** that appear to be a tradeline associated with a FinBe USA auto loan account which she references in the complaint (charge of $20,000 related to a repo case).  The consumers desired settlement is correction a credit report.
  
  FinBe USA is an indirect auto lender who purchased, and was assigned the retail installment sales contract (the Contract) for the consumers purchase of a used 2012 Chevrolet Tahoe (the Vehicle) from dealership ******************* in ***********, ** on or about 11/19/19.  The consumer is a co-buyer with ownership interest in the Vehicle (not merely a ********* as alleged in the Complaint) on the Contract with ******* ******. A copy of the Contract with assignment to FinBe (formerly Credito REal) is submitted with this response. 
  
  Notably, at the time of loan origination, the consumer executed a credit application and FinBe USA (then Credito Real) Credit Application Addendum, providing express consent to release information about [the consumers] credit experience, along with proof of income from her employer (*******************) and a copy of her Texas drivers license.  Copies of the credit application and addendum and photo ID are submitted with this response.
  
  To further investigate the consumers claims FinBe USA reviewed the account notes which reflect that the complainant consumer was the primary driver of the vehicle and that payments were made on the account until they stopped around April 2021. The notes reflect that FinBe USA spoke with the complainant consumer on a number of occasions, and that she had informed FinBe USA of mechanical issues with the vehicle (long after it was purchased) and a potential refinance.  After payments stopped, FinBe USA was able to make contact with the co-buyer, who identified himself as the consumers ex-fiance, but FinBe USA lost contact with the complainant consumer.  After attempts to reach the consumer failed,eventually, the vehicle was repossessed and sold at auction after only 13 payments for the loans 60 month term were made. After repossession, the consumer spoke with FinBe USA to inquire why the Vehicle was repossessed, and stated that it was picked up from her uncles house, and she was informed that neither customer was making payments and she failed to respond to FinBe USA's attempts to make contact.  The consumer was provided copies of relevant Notices of Sale and Explanation of Calculation of Surplus or Deficiency at the time the vehicle was repossessed and after its sale, respectively. Copies are provided with this response.
  
  FinBe USA acknowledges that it previously received credit disputes from the consumer in September 2023 and December 2024, but for the reasons herein, its investigations did not support the claims that she was not responsible for the debt or that FinBe USA had reported the account inaccurately. Nevertheless, while FinBe USA takes the position that no errors were made and makes no representations or waiver as to the validity of the debt or any legal rights to collect it, solely in an effort to fulfill the consumers desired resolution, on 1/13/25, FinBe USA submitted an Automated Universal Dataform (AUD) to the credit reporting agencies (CRA) to delete the tradeline so that it will no longer on the consumers credit report. 
  
  Accordingly, and for the reasons stated herein, it is our position that this matter should be closed.  If there are any questions, please reach out directly to me.
  
  Regards,
  *********** P. ****
  
  
  

  
  

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 01/13/2025

  To ensure everything is fully resolved, could we kindly request a ceased and desisted letter from the company in question, confirming that the issue has been addressed and that no further action is needed on their part? This will help us close the loop on this matter.

• Initial Complaint

  Date:11/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not responsible for the debt to FINBE **** There is no contract between me and FINBE **** and they have not provided the original agreement upon my request.

  

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  On 11/12/24, FinBe USA, formerly Credito Real USA Finance LLC (FinBe USA)received the consumers complaint alleging that she is not responsible for debt to Finbe, Inc. and that she has not been provided the original contract as requested. Interestingly, she does reference her FinBe USA account number *********** in the complaint.  The consumers desired resolution is removal of the account(s) from her credit report.
  
  The complainant consumer submitted a nearly identical complaint to the cfpb on 6/15/24 claiming that the debt does not belong to her and also claiming identity theft.  FinBe USA responded on 6/24/24 providing a copy of the relevant contract she claims was not provided, along with the results of its investigation which confirmed that the consumer does have a valid debt and is a current FinBe USA customer. ********************** provides a copy of the cfpb complaint with this response,along with its documents supporting its response, and reiterates its response as follows:
  
  To investigate the consumers claims, FinBe USA first reviewed its customer database, and confirmed a ********************** Real account wherein the consumer is a co-borrower with primary customer, Yeldrys ****** ******.  The customer information on the account matches the personal information provided by the consumer in her complaint (name, address, DOB, SSN).   FinBe USA is an indirect auto lender who purchased, and was assigned the retail installment contract (the Contract)and security agreement for the purchase of a 2016 *************** (the Vehicle) from dealership Auction Direct (the Dealer) in *****, ** on or about 11/7/22.  A copy of the retail installment contract, executed by Yeldrys ****** ****** and the complainant consumer (with assignment to FInBe USA f/k/a Credito Real USA Finance, LLC) is submitted with this response. 
  
  At the time of financing, the consumer and Yeldrys ****** ****** completed and signed a credit application with the Dealer and a separate Credit Application Addendum with FinBe USA (formerly Credito Real) that expressly permits FinBe USA to obtain credit reports and release information about the consumers credit experience. Copies of the credit application and Credito Real Credit Application Addendum are submitted with this response. Importantly, the loan origination file also contains a copy of the consumers drivers license, which is IDENTICAL to the copy of the drivers license submitted with the complaint (compare image on p. 2 ******* ********* FINBE.pdf submitted with the complaint, and FinBe USAs Docs ************************ p. 10).  Moreover, the *** Identity Theft Report submitted with the complaint lists her FinBe USA account as an Account[]Affected by the Crime (twice), with Date fraud began as 1/2020 and 3/2020;however, the consumers FinBe USA account was not opened until November 2022.
  
  The loan payment history shows that the consumer and Yeldrys ************************* (co-obligors/co-borrowers on the loan) made only thirteen total payments on the loan.  The account notes reflect several communications with the consumer and primary borrower including inbound phone calls from the complainant consumerwherein FinBe USA made efforts to keep the consumers account performing with payment assistance options such as payment deferments.  However, in January 2024, the consumer and primary borrower informed FinBe USA that they wished to surrender the vehicle, leading to a voluntary repossession and eventual charge off of the loan in April 2024. Review of the reporting history of the loan reflect that FinBe USA has furnished accurate information on the account, reporting the voluntary surrender and eventual charge off. 
  
  For the reasons provided herein, along with the supporting documentation submitted with this response, FinBe USA disputes claims that the consumers account with ********************** was fraudulent or opened without her authorization.  Moreover, FinBe USA affirmatively states that it has reported the account accurately, and declines to submit a request to the **** to delete the account from the consumers credit report. 
  
  In sum, for the reasons stated herein, it is our position that this matter should be closed.  If there are any questions, the BBB may reach out directly to me.
  
  
  Regards,
  *********** P. ****
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SOUTHWEST CREDIT SYS ******************************************************** ************** October 19, 2024 To whom it concerns,This is a formal complaint letter about inaccurate information that is being currently furnished on my consumer credit reporting profile. (credit report) This account listed below is inaccurate and not in legal compliance with U.S Codes, 15 U.S. Code 1666b - Timing of payments, 15 USC 1681s-2 (7) Negative information, 15 USC 1681a (p) and U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies. SOUTHWEST CREDIT SYSTE (Original Creditor: ******** ******XXX Both 1666b and 1681s-2(7) provides published evidence of why these accounts should not be furnished on my credit report. 15 *** 1666b in so many words stated that if procedures were not properly adopted when a creditor transmitted information to a consumer concerning payments from credit extended to them, which should not have been subjected to a finance charge on an open-end consumer credit plan, because statements were not received 21days prior to the specified statement date within said billing cycle. As a result, such items should not be furnished as a negative item on a consumers credit profile (credit report). Also, 15 USC 1681s-2(7) states, concerning negative items, if the consumer did not receive in writing before or within the specified 30-day requirement described in said title, that a negative item was furnished on their consumer credit report, that negative item should not be furnished, therefore, that furnished negative item is illegal because it is considered inaccurate information. Inaccurate information should not be furnished on a consumers credit report. With that being the case, we can confidently insinuate that the creditor was not in compliance with both 15 USC 1666b and 15 USC 1681s-2(7). Which constitutes, within my legal rights, the immediate removal of this inaccurate account.

  

  Business Response

  Date: 10/22/2024

  Dear BBB,
  
  On or about 10/19/24, FinBe USA, formerly AFS Acceptance LLC and Credito Real USA Finance LLC (FinBe USA) received the consumer complaint regarding allegedly incorrect account information on his credit report.  The consumers statement of the problem cites various portions of the Fair Credit Reporting Act 15 *** 1681 et seq. (FRCA) and miscellaneous sources regarding reporting of charge offs and cancelled debt.  Notably, the complaint makes no mention whatsoever of FinBe USA, but SOUTHWEST CREDIT SYS (Original Creditor: ******** leading FinBe USA to believe that the consumer filed complaints against numerous creditors on his credit report. The desired settlement is correction to a credit report.   
  
  Although none of the allegations in the complaint relate to FinBe USA, the complainant consumer is a former FinBe USA consumer, so to the extent any such allegations are raised against FinBe USA, it responds as follows.
  
  FinBe USA is an indirect auto lender who purchased, and was assigned the retail installment sales contract (the Contract) for the consumers purchase of a used 2015 Buick Lacrosse (the Vehicle) from dealership ******************************** in ************, ** on or about 2/28/17.  The consumer is a co-buyer on the Contract with ****** ****. A copy of the Contract with assignment to FinBe (formerly AFS Acceptance) is submitted with this response. 
  
  Notably, at the time of loan origination, the consumer executed a credit application and FinBe USA (then AFS Acceptance) Credit Application Addendum, providing express consent to release information about [the consumers] credit experience. Copies of the credit application and addendum are submitted with this response.
  
  FinBe USAs records indicate that the customer made only 26 payments for the loans 72 month term. Shortly after the loan was originated, the consumer failed to timely make his August 2017 payment and the eventual payment was returned due to nonsufficient funds.  FinBe USA provided assistance in the form of a due date change and two payment extensions/deferrals and the consumer continued making payments (albeit routinely past the payment due dates) through September 2019.  The account notes show that the vehicle sustained an uninsured total loss in September 2019 and that the co-borrower stated her intent to surrender the vehicle with knowledge that she and the consumer were still obligated to repay the debt. The account was charged off in December 2019 and eventually sold in 2022 and FinBe USA no longer owns the debt.    
  
  
  To further investigate the consumers claims regarding credit reporting, FinBe USA reviewed the reporting history of the account on its loan management software and the credit bureaus (through Experian Bullseye without pulling a report or an inquiry) and confirmed that it has reported the account properly as a charged off account and denies the any claims that it violated the Fair Credit Reporting Act (FCRA). A copy of the loans payment history, which is consistent with FinBe USAs credit reporting is enclosed with this response. Moreover, to address the consumers claims that FinBe USA failed to provide statements 21 days before furnishing negative information on the consumers credit report,FinBe USA affirmatively states (as does the complaint) that this requirement applies only to open-ended consumer credit, such as a credit card.  Here, FinBe USA was the financing company for the consumers closed end retail installment contract, and as such, is not subject to the open-ended credit requirements of the **** as cited in the complaint. Further,because the account was sold, ********************** does not contend that it has a right to collect on the account however, under the ****, debts can appear on a credit report generally for seven years and in a few cases, longer than that. 
  
  In sum, FinBe USAs investigation confirmed that the consumer provided express written consent for it to report the account to the **** and that its reporting is accurate. For these reasons, this matter should be closed.
  
  If there are any questions, the BBB may reach out directly to me.
  
  
  Regards,
  *********** P. ****
  
  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22444070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  I am rejecting this response because this  creditor ,FinBe USA,  has provided no evidence to prove that they did not violate the many congressional codes that I mentioned in my first dispute letter. Just provided irrelevant information that I did not ask for. The creditor also mention no specific laws or *** publications to back their actions. They vaguely mentioned Fair Credit Reporting Act 15 USC 1681 (vaguely) and NO lawful supporting evidence, they instead used the term miscellaneous. Also 15 usc  1602 L
  The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.
  Driver license is a credit card a Social security card is a credit card based on truth in lendings ACT  definition. Because it is a card that is used to get money labor or services on credit. You did not take the  time to full conceptualize the specified issues that I stated in  my dispute letter. Also, my dispute sources is per congressional codes and *** publication(for example topic 431and 15 usc 1681s-2 regarding the responsibilities of a furnishers  when reporting a consumers information to credit reporting agencies and published information on those credit reporting agencies websites regarding Charge-OFF which correlate to income because it was WRIITEN OFF as  DEBT. Per the *** publication topic no.431, it says: After a debt is canceled, the creditor may send you a Form 1099-C, Cancellation of Debt showing the amount canceled and date of cancellation. (Charge off: cancelled Debt!!!) Furthermore, you also disregarded many congressional codes. You either did not willfully follow them , or, turned a blind eye to those facts.
  Remove this account immediately.
  I will continue to aggressively dispute your inaccurate reporting with vigilance and veracity until they are remove.
  This wont be difficult as you are in violation of multiple congressional codes and *** publications.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22444070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  I am rejecting this response because this  creditor ,FinBe USA,  has provided no evidence to prove that they did not violate the many congressional codes that I mentioned in my first dispute letter. Just provided irrelevant information that I did not ask for. The creditor also mention no specific laws or *** publications to back their actions. They vaguely mentioned Fair Credit Reporting Act 15 USC 1681 (vaguely) and NO lawful supporting evidence, they instead used the term miscellaneous. Also 15 usc  1602 L
  The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.
  Driver license is a credit card a Social security card is a credit card based on truth in lendings ACT  definition. Because it is a card that is used to get money labor or services on credit. You did not take the  time to full conceptualize the specified issues that I stated in  my dispute letter. Also, my dispute sources is per congressional codes and *** publication(for example topic 431and 15 usc 1681s-2 regarding the responsibilities of a furnishers  when reporting a consumers information to credit reporting agencies and published information on those credit reporting agencies websites regarding Charge-OFF which correlate to income because it was WRIITEN OFF as  DEBT. Per the *** publication topic no.431, it says: After a debt is canceled, the creditor may send you a Form 1099-C, Cancellation of Debt showing the amount canceled and date of cancellation. (Charge off: cancelled Debt!!!) Furthermore, you also disregarded many congressional codes. You either did not willfully follow them , or, turned a blind eye to those facts.
  Remove this account immediately.
  I will continue to aggressively dispute your inaccurate reporting with vigilance and veracity until they are remove.
  This wont be difficult as you are in violation of multiple congressional codes and *** publications.

  

  Business Response

  Date: 10/25/2024

  FinBe USA refers to its response to the consumer's prior complaint #******** which fully addressed all of the issues raised therein and affirmatively states that it fully investigated the dispute and complied with its duty to furnish accurate information as provided under the ****. The consumer defaulted under the terms of his retail installment contract and the debt is accurately reported as charged off and later sold to a third party debt buyer.

  The sale of charged off debt is not illegal as alleged in the complaint. Further, the account was not cancelled triggering the requirement to issue a Form 1099-C, contrary to what the consumer claims in the complaint. FinBe USA provides the following information from Equifax which distinguishes the difference between a charged off debt and a cancelled debt in order to assist the consumer.  ******************************************************************************************

   Regards, *********** P. ****

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22444070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  I am rejecting this response because this  creditor has provided no evidence to prove that they did not violate the many congressional codes that I mentioned in my first dispute letter. Just provided irrelevant information that I did not ask for. The creditor also mention no specific laws or *** publications to back their actions.
  You did not take the  time to fully  grasp  the specified issues that I stated in  my dispute letter. Also, my dispute sources is per congressional codes and *** publication (for example topic 431and 15 usc 1681s-2 regarding the responsibilities of a furnishers when reporting a consumers information to credit reporting agencies and published information on those credit reporting agencies websites regarding Charge-OFF which correlate to income because it was WRIITEN OFF as Debt.  Per the *** publication topic no.431, it says: After a debt is canceled, the creditor may send you a Form 1099-C, Cancellation of Debt showing the amount canceled and date of cancellation. (Charge off: cancelled Debt!!!) Furthermore, you also disregarded many congressional codes. The mentioning of the published information stated on Equifax was lazy and purposely misleading as they are only credit reporting agency who is subjected to the guide lines set forth  by the credit reporting Bureau, who, upholds the legal requirements of The United Stares congressional Codes. The codes you insist on violating. Those codes protect consumers from predatory practices. And, furthermore, you do not have the consumers interest in mine, if you did, you would of already remove this inaccurate information. And per the *** and not a credit reporting agencys published interpretation of the law, that CHARGE-OFF is a clear indication they you have written off debt as a loss. Only income can be written off. 
  Stop providing irrelevant information as a valid lawful reason for your violation. 
  Remove this account immediately.