ComplaintsforCinch Auto Finance

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an auto loan through this company. I have moved to another state and have gotten my license and insurance transfered. I have tried to register the vehicle and the *** needs a view of the title which can only be provided by the finance company. In all other cases with my vehicles this is a simple fax or email. It behooves them to have the vehicle registered and insured and I am required to do and show proof whenever asked. They will not send the necessary document and insist on mailing it and taking as much non response time as they like. I am now going to be in the position of not being able to drive. Everyone i talk to on the phone seems to have never encountered this everyday occurence that all other auto finance companies handle with ease and service to thedir customer

  

  Business response

  03/29/2024

  We are sorry to hear your experience with Cinch didnt meet your expectations.   We try to hard to meet our customers needs and will take this opportunity to ensure our procedures are the best they can be.  Our records indicate that we solved your issue quickly and we hope you will contact us directly the next time you require assistance.  Thank you!

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed my car with Georgia Own. The loan was sent without my knowledge or permission to Cinch Auto. This left my family members confused because Georgia Own kept telling them they didn't have an account. This company repossessed my vehicle. The fees were over $5,000. They sold my vehicle for about $6,000, leaving me with an over $16,000 write-off on my credit report. I never signed a contract with this company and the negative reports shouldn't be on my credit report. This company is predatory and should be investigated.

  

  Business response

  03/21/2024

  Dear ****************,
  
  Cinch Auto Finance retained the servicing of your vehicle refinance loan originated by Georgias Own Credit Union.  It is very common for someone other than the originating lender to service their loans and your permission is not required.   A Welcome Letter with account and payment information was mailed to your address on 1/26/2023.  Our records show that we spoke to you about your account status many times between March and November 2023 and that you were aware of the delinquency and your returned payments.   By November 15, 2023, your account was 127 days past due and your vehicle was repossessed.   Those third-party repossession fees were added to your account and totaled $1,881.00, not $5,000 as stated in your complaint.   Please know that we did everything we could to avoid repossession of your vehicle and communicated with you throughout the life of your loan.   Your credit disputes and claim that Cinch is predatory are both unfounded.   Please contact us directly if you wish to talk about a settlement regarding your account balance.   Thank you.

  Customer response

  03/21/2024

   
  Complaint: 21456072
  
  I am rejecting this response because the switch between loan companies is why I was behind in the first place. The lack of transparency should be illegal. The fees were not $1,800 because that would have been a reasonable price. The amount was in the thousands within a few days. Also I called your company for a full week and no one could tell me anything about the repossession. By the time I was able to get information the fees were $4,000 and my car was in a different state. That is absolutely predatory. 

  I received an email from your company and I sent a reply to two different managers in the repossession department prior to the car being repossessed. They never responded to the emails. The entire process was difficult and exhausting. 

  I wouldn't have experienced any of this if Georgia's Own didn't ignore my request to cancel the refinancing because they took forever to finalize the refinance. They paid off my loan and handed it to your company. 

  Your business practices are predatory and that statement isn't unfounded. You have far too many complaints about lack of transparency. I'm not reaching out to your company to pay the balance when I changed my mind during the refinancing process. 

  If Cinch Auto didn't operate with zero transparency and predatory business practices they wouldn't be out of so much money. Instead of trying to work with me you auctioned a car I had for over two years for $6,000.

  I had two years of prefect payment history with Santander. As for the returned payment, Your customer service representative entered the account number in wrong. That was an error within your company and you charged me for it. If Cinch Auto stops trying to scam and con their customers they wouldn't have so many complaints and unpaid balances. I refuse to pay you anything else. 

  I'll dispute the derogatory report with a letter and force Cinch Auto to produce the original signed contract because even though what you did is common doesn't mean it's legal. 

  
  Sincerely,
  
  ***************************

  

  Business response

  03/29/2024

  We understand the difficulties with repossession and do our best to guide our customers through the process.   What you are referring to as fees to redeem the vehicle are not just fees added to the account (which are passed on to the customer from the repossession agent), but also includes the missed payments required to bring the account current.  We again confirm the fees on the account are $1,880.00, and not $5,000 as stated in your complaint.  We have asked a manager to call you to explain your account balance, including payment (and returned payment) history and broken promises to pay, and the role of a servicer (as opposed to originator), please return our call and we will walk you through it and talk about settlement options.  We confirm that the credit reporting on your account is accurate.
  
  Again, Cinch mailed you a Welcome Letter with account information at the time your loan was funded. We also spoke to you multiple times as servicer of the account.  ********************** has been transparent at all times and tried to work with you to prevent repossession. Unfortunately, your account was in default and our standard repossession procedures were followed. 

  Customer response

  04/02/2024

   
  Complaint: 21456072
  
  I am rejecting this response because:
  They admitted they were only serving the loan and the loan was never contracted with Cinch Auto. My credit report should not reflect services provided by Cinch Auto on the behalf of Georgia Own. The loan process and the credit reporting was not transparent and that isn't legal. 
  

  Sincerely,
  
  ***************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cinch is reporting a past due balance. Back in October I was a Victim of Fraud, reported to Police, Added Fraud notices to Credit. Bank Act # was changed by Chase. Signed in to update AutoPay. Incorrectly entered info. Got a Call 1/19 from Cinch to let me know the AutoPay was rejected due to incorrect account #. Rep was very nice and said just update it today, process a new payment and setup new Auto Pay, no late payment would be reported as it wasn't over 30 days (All Calls are Recorded). She also updated my mailing address from my previous address. I did exactly that, got a receipt for Payment in email. Saturday received notice from Credit Bureaus my acct was past due and late payment reported. 4 Calls today, was able to confirm the autopay is setup correctly. The payment pulled the OLD ACCT #, but 4 reps confirmed they don't know why bc the rep deleted the old acct info and they could see I updated it correctly on 1/19 to make the payment and autopay bc you'd have to update the info before doing either.They said I would have to dispute with Credit Bureaus bc that's the only way they would investigate and they weren't allowed to transfer me to their Credit *************** I asked for supervisor and was disconnected 3x,s. The last guy was most helpful notating account with all info and emailing credit ***** I've disputed but I need this removed from my credit report Immediately. I'm closing on a home in 7 days and this has tanked my score over 120 points. Thanks for your assistance.

  

  Business response

  02/13/2024

  We sincerely apologize that your credit dispute was not timely forwarded to our dispute team, per our internal procedures.  We have reviewed your account and submitted an adjustment to the credit reporting agencies today to remove the late payment.   It appears that your auto-debit has been corrected, but we encourage you to login and verify that any old/incorrect auto-pays have been deleted from your account.  Please contact us directly if you need any further assistance.  Thank you. 

  Customer response

  02/15/2024

   
  Complaint: 21281292
  
  I am rejecting this response because: the late payment and past due were updated for 24 hours and now have been changed back to  late payments on all 3 bureaus again. Im needing this to be corrected permanently on all three bureaus asap. I appreciate your help. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/20/2024

  Hello - we have updated your credit reporting.  Please reach out to us directly if you are still not seeing the removal of late payment.  Thank you.

   

  Customer response

  02/21/2024

   
  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

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company failed to process a 2 1/2 year old automatic ACH repeatedly because they didn't read and correct their own error messages when the process failed (bank changed routing numbers). These are errors only Cinch could see but they repeatedly blamed it on my bank. They then added over $2500 in their own fees, interest, and penalties and put my car our for repossession if I don't pay their company penalties. This is their error, exclusively brought about and perpetuated by Cinch's incompetent account department. I brought and have kept the loan current except for Cinch's penalties. I was promised the car was not at risk as long as the payments were made while the penalties were resolved and I asked it to be referred to management. Interesting note. While the statements came in multicolored envelopes with Cinch's name in big letters, the collection letters are completely plain window envelopes with small light blue on white letters showing their address but not their name or a "Read" or important", just something that is about as plain and unobtrusive as the you could make them looking like numerous other anonymous solicitations. I would not expect the consumer to be responsible for fixing Cinch's internal processes or their accounting's lack of competence. This was their mistake to see and fix and they have done nothing but pile on fees and threaten me. Not a single call, email, voicemail or letter from them ever other than you owe us money or we'll repossess your car and damage your credit. I did nothing wrong, they had the information, authorization, and funds in the bank to complete the transaction and failed at their part. This is Cinch's mistake and theirs alone and only involves fees they themselves added because of their mistake.. In summary, I demand a complete reversal of all fees, penalties, interest, negative credit reports and lawyer fees from Cinch and my account restored to current/paid status until the loan completes. Thank you.

  

  Business response

  01/16/2024

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

  We are in receipt of your formal written complaint dated Jan 4, ****, and will provide a written response directly to you.  However, we would like to address your allegations regarding your recurring ACH payments and confirm they are false.  It is neither the lenders responsibility, nor is it legal, for a lender to edit a recurring ACH order without the customers express authorization.   Cinch did not have anything to do with your banking changes and did not make any errors in processing your payments.  Your payments were rejected due to a change with your bank.  We mailed several written notifications of rejected payments, late payment notifications and statements with your account activity over the course of four months.   We also called you numerous times to notify you of the payment rejections and your accounts status.  We will provide copies of all correspondence and call logs in our formal response.    
  

  Additionally, our standard collections procedures were followed based on the delinquent status of your account and all fees have been properly added to your account and itemized.   
  We regret that your banks issue caused your recurring ACH payments to reject, but had you responded to our mailed notifications and phone calls,the issue could have been resolved long before your account became so far delinquent.    We again tried to reach you to discuss your account on January 10th.  Please reach out to discuss payment options.   Thank you.
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid off a auto loan with Cinch Auto Finance weeks ago and was informed that the loan was overpaid and that I am due a refund on the over paid amount. The bank was legally required to release the funds once received and the account paid off. I have received a letter from the bank confirming the loan is paid off and a account balance letter showing the amount owed. However now more than 20 days since the car loan was paid off the bank is refusing/neglecting to return my funds. The bank is very adept at going after late fees and payments owed to them but is illegally holding funds that I have requested multiple times.

  

  Business response

  12/29/2023

  Congratulations on paying off your loan!   Per our normal procedures, to ensure the payment clears and there are no stop payments issued, all overpayment refunds are processed after 21 days.   Our records show your refund check is due to be printed and mailed today,12/29/23.  If you do not receive within 10 days, please call us back directly.  Thank you.
  

  Customer response

  12/29/2023

   
  Complaint: 21067769
  
  I am rejecting this response because:

  That procedure is not contractually based. I am asking for direct contact from the bank and the check be mailed overnight shipping. I cannot wait an additional 10 days to remit overpayment to the new lien holder. I look forward to hearing from you all. 

  
  Sincerely,
  
  *********************

  

  Business response

  01/04/2024

  Dear ************:  We called you on 12/29 and left a voicemail message with our contact details.   We confirm your overpayment check was mailed on 12/29/23.  If you require further assistance, please contact us directly.  Thank you. 

   

  Customer response

  01/04/2024

   
  Complaint: 21067769
  
  I am rejecting this response because:

   

  The company is not being truthful about contacting me on 12-29-2023. I have attached my call log from last Friday 12-29-2023 and there is no missed call from Cinch. The check also has not arrived as of 1-4-2024. The car loan was paid off 12/12 and its egregious that the overpayment still sits in Cinch Auto accounts 23 days later. They could have processed a payment reversal to the same account they have been paid from. The company cannot reflect a copy of the mail or a tracking number and I will contend its because it has not been sent. All I have received is three letters telling the account was paid off one of which arrived after New Years. The company has failed to contact me and or mail the check in any verifiable way. Photo of call log attached for review. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We traded the car in question on Nov. 10 2023. On November 17 2023 a pay off was sent to Cinch auto finance in the amount of $27, ****** which put the principal at $0. WE did have our car payments set up on auto pay. Even though the car a 2020 **** Edge was paid off. Today on November 27th they still went through with the payment of$595.01 even though there is a 0 balance. I just want a refund with in the next 10 days they are saying it could be 30 days, Said we needed to stop the auto [pay. But when an account is paid in full then no company should let this happen. I need my money I have other bills to pay. I have down loaded documents showing there is a $0 balance. I just want our refund.

  

  Business response

  11/30/2023

  Dear ******************,

  We understand your frustration with the payoff process and apologize for the inconvenience caused.   Unfortunately, all auto-draft/recurring payments must be canceled by the borrower upon payoff it is not automatic.   Because your auto-draft was not canceled, a payment was drafted and posted to your account as normal.   We have reversed the payment, and our payment processor will refund the payment amount in 3-5 business days.   Any overage from the payoff will be placed in suspense to be returned to you, per our normal procedures.   To ensure the payment clears and there are no stop payments issued, all refunds are processed after 21 days.   You may call us directly to check on the status of your refund at any time.   Thank you. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid off auto loan 10/3/23. Overpayment of over $1,000. Have yet to receive a refund for overpayment. **************** has been zero help. It should not take this long to issue a refund.

  

  Business response

  10/25/2023

  We understand your frustration with the refund process, but our policy is in place to ensure all funds are cleared and account balances are current prior to releasing any overages.   Our records show that our representative explained the overage refund process to you on 10/13 and indicated your refund would be issued within ***** days.  We have confirmed that your refund check is due to be mailed on Friday,10/27.   If you have not received it within 10 days, please reach out to us directly.   Thank you. 

  Customer response

  10/25/2023

   
  Complaint: 20777896
  
  I am rejecting this response because:  Records show account was paid in full on 10/3/23.  It has been more than 21 days.  I appreciate you looking into this matter but the whole reason for the complaint is that it has been over 21 days.  
  
  Sincerely,
  
  *********************

  

  Business response

  11/02/2023

  We understand your frustration, but the processing time is ***** days for the reasons we stated previously.  Once processed in the system of record, the check must be printed and mailed which adds some additional time.  Our records show your check has been mailed within our standard processing window.  If you have not received it, please reach out to us directly.  Thank you. 

  Customer response

  11/02/2023

   
  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

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Changed payment method last month before auto payment was scheduled. Both the new and old payment methods were charged resulting in 2 payments being made. Emailed them 8/25 asking how to remedy this and got no response. Checked acct again and it showed no payment due for the month of Sept due to the double payment. They tried to take the money out this month on 9/25, resulting in NSF (didnt transfer money to cover payment that wasnt suppose to process due to being paid last month) and a late fee.

  

  Business response

  09/29/2023

  We are sorry the online payment system did not meet your expectations.   Unfortunately, any changes to ACH payments must be made at least 2 business days prior to draft date and in your case, the changes were made the day before the draft date.   Because two payments were made in August, there was no payment due in September, but a scheduled auto-draft will draft each month whether a payment is due or not.    Our records indicate that we responded to your email the same day it was received and asked you to call in so we could help.    We cannot take payment instructions via email.  We note your account is current with no accrued late fees and we have waived the *** fee.  We are sorry for the inconvenience and hope you will call us if you ever need assistance.   We are here to help!  Thank you.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car loan paid off June 15 2023 on a **** truck. The Cinch Auto Finance withdrawed $594.65 from auto pay on July 3 2023 after truck was paid off. Called about the payment July 5 2023 and they said a refund in 14 to 21 working days. No check called again Aug 2 2023, must wait 30 days. Want our money back with interest.

  

  Business response

  08/07/2023

  Our records show that you called to let us know you found the refund check we mailed out on July 21, 2023.  We are glad to know it does not need to be re-issued.   We remind all borrowers in their Paid in Full letter to turn off auto-pay because it is unfortunately not automatic at this time.  However, we work to refund any inadvertent payments as soon as possible.   Thank you for your patience. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number ************* opened 12/16/2015 is not reporting 100percent maximum accuracy on report it has been charged off. I have reached out to them asking for all information pertaining to this account but never got a response. Also, there is a debt collector trying to collect on this same account if you do not own the rights to this account, please delete immediately please see screenshot and letter from debt collector. This is really harming my credit and character. Please provide the ****c and all the paperwork that pertaining to this account.

  

  Business response

  07/21/2023

  We have reviewed your account and confirm it is accurately reporting to the credit reporting agencies.  Our records indicate that we have provided written responses to your previous disputes within the required timeframe.  Your account charged off in 2021 when we deemed it uncollectible after it became 120 days delinquent.  You may find your payment history in your online account, or we will provide one to you upon request.  Please call our customer service department at ************ if you require additional assistance.   Thank you.

  Customer response

  07/25/2023

   
  Complaint: 20342785
  
  I am rejecting this response because: 
  
  Date: 7/25/2023
  
  RE: account number: *****************
  
  To Complaint Manager,
  
  I dispute the validity of all claims in this letter that you didnt follow.
  account # ***************** is disputed.
  The vehicle in question Under the laws of ************** and UCC ***** as well as State RISA
  and MVISA statutes, a deficiency cannot be claimed unless all the
  required notices were properly and timely given to me per law, and all the allowable
  redemption and cure time limits were adhered to.
  I demand Original Validation proof that the repossession of the subject vehicle was legal in
  accordance with the following UCC:
  *****. EFFECT OF ERRORS OR OMISSIONS.
  *****. NOTIFICATION BEFORE DISPOSITION OF COLLATERAL
  *****. TIMELINESS OF NOTIFICATION BEFORE DISPOSITION
  OF COLLATERAL.
  *****. CONTENTS AND FORM OF NOTIFICATION BEFORE
  DISPOSITION OF COLLATERAL
  You are required to provide me with copies of the legal notices and proof
  of the commercially reasonable manner of the notification and resale of the
  subject vehicle.
  If no such proof is provided within 15 days from receipt of this certified
  mail notice, the alleged claim of a deficiency will be considered null and
  void, and any continued collection activities, or continued reporting of this
  invalid claim on my credit reports will be considered a violation of the
  FDCPA and FCRA. I demand you to delete this account from my ********************** report immediately.
  In addition, if you singularly or severally fail to comply with the above requests, I reserve the right to seek damages against all parties, under all
  available State and Federal statutes and including but not limited to UCC
  9-625 remedies.
  Furthermore, you are hereby notified that at no point in time and under
  no circumstances are your company; an employee of your company; a
  representative for your company or affiliates are to contact me or any
  family members by any means other than the US mail system.
  
  
  Sincerely,
  ***************************

  

  Business response

  08/01/2023

  We again confirm the receipt and appropriate handling of your credit disputes under the FCRA.  We also confirm the third-party collection agency assigned to your account has also responded to your previous disputes under the FDCPA.  Unless any new or additional information is provided, Cinch Auto Finance will treat your continued disputes as frivolous under the FCRA.   

*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. ↩