ComplaintsforTower Federal Credit Union

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a letter in the mail dated March 15, 2023 from TOWER FEDERAL CREDIT UNION called the "Annual Escrow Account Disclosure Statement" which contained a detailed analysis of the account and was informed I had an overage of $1504.03 and that it should be deposited in my account within 10 days. When I didn't see it in my account I went to the bank and inquired on March 29, 2023. At the bank, after speaking with the representative, the representative was on the phone with the collections and loan department for over 35 minutes discussing my situation. The loan department refused to release the funds. The loan department said that because my house taxes seemed like it was going to be auctioned off they decided to redeposit the money back into escrow. This was in spite of the fact that I paid my own house taxes late, on March 8, 2023 and there is no taxes owed currently. I also explained to Tower that I already paid my taxes but the loan department still refused to release the funds. So, I let them know that I was sending a letter to the CEO/president of the credit union (mailed by certified mail on March 30, 2023) about this issue. When I called them back on Monday, April 3, 2023, I received a call back from a bank official within a couple of hours, which told me the bank made a mistake and I wasn't due an escrow surplus. They said the statement was done in error. So I asked them to send me a formal letter stating that the bank made an error and they claimed they would send me an email stating that. I haven't received anything yet but something just doesn't sound right . Also, based on the fact that I had other issues with Tower, notwithstanding all the testimonials I heard about Tower, I wanted someone to look into this.

  Business response

  05/01/2023

  May 1, 2023

  Better Business Bureau                                                                                                                                                                                                                                                                                    1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                                        Washington, DC 20005-3404

  Re:  Complaint ID #********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond. In the complaint, our Member indicated they believe they are owed funds from a surplus in escrow.
  

  Please note that our Team spoke with our Member by phone and additionally provided a detailed letter to our Member on April 5th outlining why our Member was not owed an escrow surplus in 2023.
  

  Thank you again for the opportunity to respond.
  

  Tower Federal Credit Union

  Business response

  05/02/2023

  Dear Better Business Bureau,

  Below provides additional detail as requested:

  No escrow refund was due as Tower had been paying our Members past due real estate taxes on our Members behalf.  Our Member referenced this in the complaint, that their homes real estate taxes were overdue.  This was explained to our Member, both by call and in writing in April. Tower sent our Member the requested letter of explanation on April 5th, both via secure email and mail, explaining why no escrow refund was due for 2023.  

  Sincere Regards,

  Tower Federal Credit Union

  Customer response

  05/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have neither received an email or letter explanation from Tower explaining their reasoning for not honoring their  company produced letter or their negligence for sending it to me in the first place.   It would definitely be nice to have a written explanation for their actions  via email or letter format.  At least then I would have proof of their competency as a "reliable credit union".
  
  Regards,
  
  ************************************
  

  Business response

  05/15/2023

  May 15, 2023

  Dear Better Business Bureau:

  Our Member indicated they did not receive our April 5th letter of explanation, sent both via secure email and mail, and which outlined why they were not owed an escrow surplus in 2023.  Per request, our Team sent another copy via certified letter on May 9th and which was confirmed as received on May 11th at 5:24 PM per USPS. 
  

  We believe this resolves our Member's concern on receipt of the letter of explanation, and appreciate the opportunity to respond.
  

  Sincere Regards,
  

  Tower Federal Credit Union

  Customer response

  05/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: there is no proof that a letter was sent on April 5th.  I would love for them to produce proof that something was sent on April 5th and I received it.  However, I did receive the letter of explanation via mail and email in May, after I made the complaint, but I have never received anything prior to that date.  This is just an example of the game playing that they continue to play.  I stand firmly that I have never received anything before May.  If they are so honest and legit let them produce the evidence that they have sent the letter on April 5, 2023. Their cover up of the letter is the same reason I believe they are dishonest with the surpass payment.
  
  Regards,
  
  ************************************
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 01/21/2023 I applied for a vehicle loan. When I first applied I was told I would receive a decision in 5 days. I was preapproved on their website (also by emplyees on the phone, credit score 820) and was told I had to provide 4-5 different documents and apply to become a Credit union member, which I provided within 7 days. I paid $35 and became a member. I call in the next week since my loan status did not change after 7 days. I was told by the employee that 5 days was wrong and its actually 20 days. I was told to get a different loan for the car from another bank and then when everything is finalized, I would just refinance the loan. Had to quickly take the loan from the dealership at a high APR. I proceeded to call in every week to make sure I had all the documents needed. Zero response or call backs from the bank. At this point I have called in 10 times to make sure everything was correct, I was told yes they have everything they just need someone to finalize the loan from a different department. March comes and I see my account is now in closed status. I called in for the 10th time and was told it has to go to senior management now and we should hear back within 2 days. Another 2 weeks go by and I called in, they again sent 4 new messages to the loan department. Called in for the 15th time to be told.... sorry its closed we can not do anything, senior department will not call you and your loan is closed. I was told by several employees, they will honor the loan from 01/21/2023, we just need them to answer us and call you....nothing. Loan closed, they still will not call me and now I am stuck with a loan from another bank paying 6.5% interest, credit hit, hours spent trying to get this finalized, a forced savings account and $35 donation and membership. This bank is a scam

  Business response

  04/30/2023

  April 30, 2023

  Better Business Bureau

  1411 K St. NW, 10th Floor 

  Washington, DC 20005-3404

  Re:  Complaint ID  ********

  Dear Better Business Bureau:

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a vehicle loan with Tower, but were unable to finalize the loan.

  Our research indicates that a Vehicle Purchase Agreement was not provided before the applications expiration and our Team was unfortunately unable to move forward with finalizing the loan.

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Consumer Lending Team

  Customer response

  05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I called into Tower 10 times before the "20 day" time period tower has.  I was told every single time that they are back logged and they are just waiting for their loans team to respond, "which has a back log of 3 weeks".  Never did they ask for the agreement until 30 days after I was approved, also how do they expect you to provide the vehicle purchase agreement and wait 4 weeks before any response.  Any dealer is going to cancel your agreement within days of not getting bank payment.  I was told by about 5 different employees "not to worry, as soon as they respond we can lock in into a vehicle refinance at this point.". I was advised to get financing from another bank and then they will just change the loan to a refinance as soon as the loan department opens the account.  I was waiting for them to open the account, this had nothing to do with me.  This is such a terrible response.   Also, I have called in 20 times and left messages, nobody has ever reached out to me from Tower including various supervisors.  

  Regards,
  
  *************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Applied for auto loan and was conditionally approved on 1/25/2023 pending documents had to be submitted by 2/18.(Application#******) I had questions on few documents and sent several messages through their secure message and did not get response. Called several times and was told that someone will call back and no one did. Later, they gave the direct extension of loan officer(****). Called several times and left several voice messages. No response.Finally got a response on 2/22 through message which was beyond the deadline of 2/18.After all this, received a notification that my application was cancelled because they did not receive the documents on time. They conveniently did not see that I have been desperately trying to reach them for weeks and they are the ones who responded after deadline.All the messages are in their portal with datetime stamp.Till date I have not been able to talk to anyone from their loan department. They do not exist.

  Business response

  04/28/2023

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

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a loan with Tower, but were unable to finalize the loan.
  

  Our records indicate that our Team communicated with our Member our requirement for a ********************** of ******** for titling to finalize the loan.  Unfortunately, this was not provided until after the applications expiration.   
  

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,

  Consumer Lending Team

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a loan application for refinance on December 27 2022, Not until January 26th 2023 did a loan officer finally reach out to me asking me for required documentation and information for which I submitted very soon after. Since then I have called multiple times and emailed "*****" the loan officer 5 times with no response. My credit was run and sensitive documentation was submitted to them and I have no idea what they did with my information! I have not heard from anyone from Tower Federal Credit Union since Jan 26 2023 and I believe that they are practicing shady business practices. They lure customers in with very low APR rates and once they submit applications they are ghosting customers with no regard for their financial wellbeing. This business needs to be investigated immediately!I also had to submit a deposit into a savings account and donate $35 to TowerCares Foundation in order to process a loan application with them. I am looking for reimbursement in total of $40 and my savings account closed and all my information deleted from their systems.

  Business response

  04/27/2023

   

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a loan, but were unable to finalize the loan and wants to be contacted by the Tower Team.
  

  Our Team has indicated that they have contacted our Member, who confirmed on April 24, 2023 that they do not wish to proceed with the loan.
  

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Consumer Lending Team

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint against Tower Federal Credit Union regarding my loan application #****** for a new car loan. I applied on 2/5/2023 and uploaded all the requested material at that time. I received a conditional approval for the loan. but with no further communication.I attempted to contact several times before expiration deadline to understand if there was anything missing with my application. but failed. as can be seen in the messenger transcript. After several conversations with their accounts services, I was given the loan processor's direct extension and number (****** Extension ****). Despite leaving four voicemails on different days, I never received a response. I contacted their customer support a few more times, but still did not receive a response on their messenger apps. I was told that they were backlogged and that I had nothing to worry about. They confirmed that everything seemed fine with the loan, and despite the fact that the conditional approval date was about to expire, it would be approved with the rates that were locked in with the conditional approval. After the expiration date I was told that the VIN number was missing from one of my documents, hence the loan was denied. I explained that I had tried to contact them multiple times to confirm that nothing was missing and that I was told several times that everything looked fine. I reached out to *****************************, EVP, and Head of Consumer Lending, with this story, as well as *****************************, Chief Lending Officer at Tower Federal Credit Union, I was ignored when trying to make sure all documents and everything was completed multiple times before the approval date. It is my belief that Tower Federal Credit Union intentionally delayed the approval of my loan and intentionally miscommunicated with me regarding my loan application. This is malpractice by this credit union, and I am requesting that they rectify this situation by either approving my loan or providing a valid explanation for the denial.

  Business response

  04/19/2023

  April 19, 2023    

  Better Business Bureau 

  1411 K St. NW, 10th Floor

  Washington, DC 20005-3404
  

  Re:   Complaint ID ********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member wrote that they applied for a loan with Tower, but were unable to complete the application.  Our Member indicated that they were told that the vehicles VIN number was not provided by them resulting in the application not being finalized.
  

  For reasons of privacy, we are unable to discuss application details. Please note that Tower did receive an unprecedented amount of applications at that time, which could affect call wait times for some Members. As indicated in our Members complaint, we did not receive all required items outlined in our February 7th correspondence to our Member to finalize the loan. So we may address any questions confidentially, we ask that our Member contact our AVP of Operations at ************. 
  

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Consumer Lending Team

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just wanted to bring awareness to their incompetence as a bank. I was initially interested in obtaining Auto refi loan that I thought was very good at 2.2% on their website. I was make aware from their website that I can become a member if I donate to their charity. So I did and applied for the account on 1/22/23 and approved 2/7/23 with $500 deposit. As soon as I found out I got approved with the account, I applied for Vehicle Loan Application on 2/7/23. I was notified via email that my load application has been approved conditionally. Was asked to upload few items on 2/23/23(Copy of titer, authorization letter, notarized power of attorney, financed amount and pay off letter). Second communication came to sign payoff authorization form which I did on same day. I was also advised to upload Insurance and Title copy which I've done as well. Then it becomes problematic from this point on. I followed up with customer service as there was no communication for few weeks(2-3 weeks). I was told *** is the loan officer and that message will be forwarded to contact me. I was given extension ext **** to call but no answer, left 3 messages with no call back. I literally called every 3 days to follow up on what else they need. My last 3 calls with customer service I was told application has been closed due to further documents needed. Out of those calls, the service personale verified that all documents were in the system and was assured it likely will be reopened but no communication about anything what so ever. My last call confirmed that case has been closed that I would need to re-apply and the rate to be much higher now in the mid-6% range. My few complaint points on this bank would be the lack of communication with customers. There seems to be no communication among their departments as well. Secondly, they wasted so much of my time after telling me I was approved for the loan. I literally stopped looking for others while rate was going up. This is bad business!

  Business response

  04/12/2023

  April 12, 2023

  Better Business Bureau                                                                                                                                                                                                                                                           1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                    Washington, DC 20005-3404

  Re:  Complaint ID    ********

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a loan with Tower, but were unable to finalize the loan and wants to be contacted by Tower.
  

  Please note that our Team has indicated that the loan was finalized in March 2023 with our Member, which is good news.  Should our Member have any additional questions, we ask that they contact our AVP of Operations at ************ to discuss their account confidentially.
  

  Thank you for the opportunity to respond and to assist our Member.
  

  Consumer Lending Team

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My payments are due on the 5th of every month. I called and told them my car is totaled. They told me I have to keep making payments which I understand and I have a grace period until March 19. ON MARCH 8, I sent over two faxes. 1 was to cancel automatic payments from one of my bank accounts. The second fax was to start automatic payments from my other bank account. On the form I submitted it asked me when I want to start and I put March 17. I get a call today asking me where my payments are. I talk to this extremely rude lady and try to explain what was going on. She couldn’t care less and she told me that if I don’t submit payments now, I will be charged a late fee even though I submitted a fax with my new bank information and they start date of March 17, two days before the end of my Grace period.

  Business response

  04/04/2023

  April 4, 2023

  
  Better Business Bureau                                                                                                                                                                                                                                                                    1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                      Washington, DC 20005-3404
  
  

  Re:   Complaint ID  ********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they wished to be contacted by Tower with a concern about potentially being charged a late fee.  
  

  Please note that our Team confirmed that there have been no recent late fees charged to the Member.  Should our Member have any additional questions, we ask they contact our Manager at ************ to discuss their account confidentially.
  
  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Tower Federal Credit Union

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a new car loan with Tower Credit Union in early Feb. of this year. I got email on Feb. 4 indicating that my loan was approved and would need to upload all my files within 30 days from Feb 3,2023. I then started to upload all the documents that was asked. -No response from the bank. I wrote half a dozen emails with no response -Online Texting more than two dozens of times, still no response -Called and waited for hours online. All I got was a friendly rep that couldn't do anything or able to answer my questions. All he or she can say is that would reply my message to the correct department. -Call My *** ****** @ X **** ( My loan rep) for questions, he didn't pick up the phone ever and his VM would be full, therefore I couldn't leave any messages. -I also got transferred by a rep to *** ******. And her line just hang up on you and would not respond. -I called this morning again and the rep said that my loan was closed due to the fact I have not uploaded documents on time. That is WRONG! I have uploaded everything the bank has asked for on time. Due to the bank severely lack of customer service and communications I have gotten NO WHERE for over a month. I have delt with many banks over the years. And by far this bank is the WORSE by a mile. I seeking that the bank honors my auto loan approval. Sincerely,***************

  Business response

  04/03/2023

  April 3, 2023

  Better Business Bureau                                                                                                                                                                                                                                              1411 K St. NW, 10th Floor                                                                                                                                                                                                                                              Washington, DC 20005-3404

  Re:   Complaint ID  ********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a loan with Tower, but were unable to finalize the loan.
  

  For reasons of account privacy, we are unable to discuss the details of our Members application. So that we may address our Members questions confidentially, we ask our Member to contact our AVP of Operations directly at ************. 
  

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Consumer Lending Team

  Business response

  04/27/2023

  April 27, 2023

  Better Business Bureau                                                                                                                                                                                                                                              1411 K St. NW, 10th Floor                                                                                                                                                                                                                                            Washington, DC 20005-3404

  Re:  Complaint ID  ********
  

  Dear Better Business Bureau:
  

  I am responding to your request for additional information.
  
  Our research indicates a final vehicle purchase order was not provided before the application’s expiration, and our Member was notified that the provided documents did not satisfy all the requested items to finalize the loan. 
  
  Thank you again for the opportunity to respond. 
  
  Sincere Regards,
  
  Consumer Lending Team

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

  Complaint: ********
  
  I am rejecting this response because:
  

  The bank reply is NOT TRUE.  I have documents that support my case that the The expiration date to turn in all documents was at the end of March in which I did.  I had all my documents in by March 30th.  And as you can see in the email, it states that I have 30 days from 2/3/23 to send it in.  I took so long because I can never get anyone at the bank to reply to my email, text or calls.  I had never dealt with a bank that bad.  And yet, the bank kept saying that the deadline was Feb. 26th. 

  Regards,
  
  ***************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 31, I applied for a new vehicle loan. I also donated 35$ to TowerCares foundation to become a member. On February 15th, it was conditionally approved (at 2,99% rate) but was switched to a refinance loan after a recommendation from a TFCU agent on February 23 due to the extremely long processing times for finalizing the loan. After uploading all necessary documents (payoff authorization, registration, etc) by February 24, my application never went forward, and I never received any correspondence of any issues despite reaching out to the TFCU loan department on multiple occasions. The agent assigned to me was never available to speak (***** ******). On March 10th, after I spoke to an agent, I was misinformed that my refinance application was finalized and, in fact, the check was already sent. I was even provided a ***** tracking number. However, after speaking to agents from the dealership and ***** ***** (the financing company) I realized that they never received it, and I was misled by TFCU agents that it takes 7 business to process it. Today I was able to get a hold on TFCU supervisor (*******), she confirmed that I was given wrong information, and was told that my application expired and I need to apply again. Unfortunately, the rates now are significantly higher than when I applied and was approved (9%) so it doesn't make sense to re-apply. This whole situation seems extremely bizarre to me and a scam. I paid 35$ for the donation, 5$ to open the account, and 10$ to get the notarized documents all filed on time, only to have my application expire due to unprofessional behavior by TFCU agents. TFCU never kept me in the loop of my application process, despite I being as accommodating and fast to respond to any document requests, they never responded to any of my messages on their online tool and their agents were obviously giving me misleading information.

  Business response

  03/30/2023

  March 30, 2023

  
  Better Business Bureau                                                                                                                                                                                                                                              1411 K St. NW, 10th Floor                                                                                                                                                                                                                                            Washington, DC 20005-3404
  

  Re:  Complaint ID  ********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated they applied for a loan with Tower, but were unable to finalize the loan and wants to be contacted.
  

  For reasons of account privacy, we are unable to discuss the details of our Members application. So that we may address our Members questions confidentially, we ask our Member to contact our AVP of Operations directly at ************. 
  

  Thank you again for the opportunity to respond. 
  

  Sincere Regards,
  

  Consumer Lending Team

  Customer response

  04/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  It's not helpful at all. And doesn't address any of my concerns with mishandling my loan application.

  I allow full access to them to provide any information regarding the procedures followed in my case.
  
  Regards,
  
  *******************************

  Business response

  04/27/2023

  April 27, 2023 

  Better Business Bureau                                                                                                                                                                                                                                                             1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                Washington, DC 20005-3404

  Re:   Complaint ID  ********
  

  Dear Better Business Bureau:
  

  I am responding to your request for additional information.
  
  At time of application, our Member affirmed that all individuals listed on the vehicle’s title were also applicants on the loan with Tower.  However, it was determined there were in fact additional owners of the vehicle not listed on the application, which prevented Tower from moving forward. 
  
  Thank you again for the opportunity to respond. 
  
  Sincere Regards,
  
  Consumer Lending Team

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  At the time I applied for the loan I was the only applicant but the process took over a month with minimal communication and feedback on the process despite me providing all documentation.

  In fact the application processing was so chaotic and delayed that at Tower's recommendation I completed the loan with another finance company to give them more time to process my loan and then switch my application to Tower for refinance. After waiting for several weeks to hear back from Tower my application expired because I was never told there were any issues (like the fact that I registered my wife as co-owner for the vehicle). If anything I was mislead by Tower agents to believe that the check for the refinance was already sent and there were no issues since my wife signed the notarized document as a co-owner...  They basically waited until my application expired to let me know that there is an outstanding issue. And only after i requested to speak with a supervisor (since I was getting conflicting information from other agents). 

  All the paperwork was always submitted on time but Tower provided no feedback or proper customer support to resolve any issues. Unprofessionalism and incompetence was displayed at every step of the application process.
  
  Regards,
  
  *******************************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service and car loan process. I applied for a car loan and had no updates on the approval. Calling will not help. You will be on hold for at least 45 minutes and all the rep will say is they will escalate this, and a manager will reach back out when no one calls you back. Don't waste your time calling. After calling multiple times with no updates, I had to go to a branch so I can get my application expedited since the application was due the day after. When the car loan was finalized and approved at the branch, they told me they will send a check the following day to my current loan, and it'll get paid off. I kept checking my current loan with ***** ***** to see if it got paid off and still hasn't. It's been over two weeks since my loan got approved with Tower. Suddenly, I get a new email from Tower which is a new car loan contract for me to sign with additional finance amount! This is really ridiculous. I recommend going somewhere else and saving all the headaches dealing with them.

  Business response

  03/28/2023

  March 28, 2023
  

  Better Business Bureau                                                                                                                                                                                                                                                                  1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                      Washington, DC 20005-3404
  

  Re:  Complaint ID  ********
  

  Dear Better Business Bureau:
  

  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member said they would like to get their loan revised.
  

  As noted,our records indicate that our Members loan agreement was finalized.  So that we may speak with our Member per their request, while maintaining account confidentiality, we ask our Member to please contact our AVP of Operations directly at ************.
  

  Thank you again for the opportunity to respond.
  

  Sincere Regards,
  

  Consumer Lending Team

*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. ↩