ComplaintsforStellantis Financial Services, Inc.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received a letter from this company saying my loan had been transferred to them and i contacted my original loan company and they said they had not sold my loan to anyone and that it was possible a scam

  Business response

  01/03/2024

  Your account was included in a portfolio of accounts that was sold by *********** to Stellantis Financial Services.  Attached is the notification letter.    We will place the account in do not call status, but that does not mean that we will not pursue default remedies.  If you would like to discuss resolution, you may reach out to us at [email protected].  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid of my 2023 jeep gladiator and a few weeks later recieved a $4369 warranty refund check. ******** had the finance companies name on it as well. I mailed it to their lock box address for rebate and warranty certified mail. They recieved it in 11/29/23 per receipt. I have been calling every day for a week bow looking to see where it is if what they did with it. No ine will answer. Customer service said last week i have to call rebate dept and i have called that number all week. I call and set phone in desk for hours and no one answers. They dont respond to my many emails either. They have thousands of dollars if my money and I have no idea if they will ever send me the check back because I can't get ahold of them. Please help

  Business response

  12/15/2023

  Thank you for notifying me of your concern and I apologize for any frustration you have experienced.   I have escalated this and I have been informed of the following: "Accounting has now confirmed receipt of the funds and I should have the check within the hour and will send via *** **."  I have asked for the manager of the department to call you to explain what to expect.   Please feel free to reach out to me at **************************** if you have any questions or concerns.  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 27th, 2023, I financed a car for $24,707. Unfortunately, the car was declared a total loss, and my insurance company has paid a partial amount of approximately $18,000. To cover the remaining balance, I need to use my gap insurance. However, I am having trouble getting in touch with the company's gap adjuster. Despite emailing several people, I have received no response, and no one can update me on the status of my gap claim. I need to resolve this issue promptly so that my credit report reflects the accurate payout.

  Business response

  04/11/2023

  Thank you for contacting us.  We have been informed by the GAP administrator that the GAP claim was denied.  The admin has provided the attached police report that indicates that the driver failed a sobriety test and was transported to jail.  Based on that, the GAP claim was denied.  It does appear fortunate that the primary insurance company did not decline the claim also.  If you believe that the attached police report is inaccurate, you should notify the GAP administrator.  You may also provide us any information that you have to substantiate the dispute.  You may send to [email protected].

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THEY ARE THEIVES!! I have made the number of payments required and paid the dollar amount agreed on my car note contract. The next thing I knew they ADDED 14 additional payments without my knowledge, permission or signature so they are now stealing my money monthly! A total of an extra 8000 dollars and counting. A TOTAL THIEVING COMPANY.

  Business response

  02/13/2023

  This complaint is factually inaccurate.  Allowing more time to pay the balance was done as a courtesy as you will read below.  You had the choice to pay the entire remaining balance at maturity.  The large balance at maturity was based on a history of late and deferred payments which were not within our control and which is why we provide conspicuous educational disclosures about the negative consequences of not making payments of the agreed upon due date.  Attached is a document indicating how early and late payments impact the balance for a simple interest contract.
  
  
  Roy Y***************** entered into a retail installment contract with ********** Chevrolet to finance the purchase of a 2015 Chevrolet Cruze. You agreed to pay $622.46 per month for 72 beginning on 11/3/2015.  You requested to defer 5 payments.  That extended the maturity date.  When the maturity date was reached you owed a significant balance due the deferred and late payments.  If all payments had been made timely, you would have paid off the account in 72 months.  As mentioned, you did not make timely payments.  In addition to deferring 5 payments, you made late payments, including 2 payments that were made more than 30 days after the due date.  When you reached the maturity, we could have demanded the full balance of over two thousand dollars.  We did not because such a large payment is difficult for many customers to make, so we allow the customer to continue paying the monthly amount until the balance is resolved.  If you do not want to take advantage of the courtesy, you may pay the entire amount at once.  Late and deferred payments allow for more interest to accrue between payments that would have if the payments were timely made.  This is why we conspicuously disclose that fact on our servicing statement, web site, and welcome letter.  We want customer to know how their payments will impact the account.  Your contract reads: “c. How late payments or early payments change what you must pay. We based the Finance Charge, Total of Payments, and Total Sale Price shown on page 1 of this contract on the assumption that you will make every payment on the day it is due. Your Finance Charge, Total of Payments, and Total Sale Price will be more if you pay late and less if you pay early. Changes may take the form of a larger or smaller final payment or, at our option, more or fewer payments of the same amount as your scheduled payment with a smaller final payment. We will send you a notice telling you about these changes before the final scheduled payment is due.”
  
  Beyond that,  we disclose the following on the servicing statement disclosure and the payment extension application disclosure:
  
  SERVICING STATEMENT: “For simple interest contracts, a portion of your monthly payment is applied towards the amount of the obligation – the principal – and a portion of the payment is applied towards paying the finance charge – the interest. A greater percentage of your monthly payment is applied to interest early in the life of the contract, and a greater percentage is applied to the principal at the end. Thus, the principal balance decreases slowly at first and more quickly closer to the end of the loan term. A portion of your payment may also be applied to late fees that have accrued. To learn how and in what order your payments are applied, please contact the Compliance Department as indicated above. l Since interest charges will accrue daily on past due amounts for simple interest contracts, the actual amount of finance charge and the actual amount of your final payment will depend on your payment record. If you make every payment on the due date, you will pay off the contract in the time frame described in the contract. However, if you make late payments, you will pay more finance charge (e.g., interest) and you will have a balance remaining after your final scheduled payment. Depending on the number and severity of late payments, the final balance may be significant (i.e., much more than the regular monthly payment amount). If that occurs, you will have the option to pay the remaining balance or to continue to make monthly payments in the regularly scheduled amount until the balance is resolved. If you make every payment before the due date, you will pay less finance charge. l Payment extension(s) will result in a longer repayment period than originally scheduled. A payment extension(s) will result in more interest accruing on your account and a higher principal balance than if payments were made as originally scheduled in your contract. Interest will continue to accrue during the extension period and your payment(s) immediately following the extension period will be disproportionately allocated to the unpaid interest if not all to unpaid interest.”
  
  PAYMENT EXTENSION APPLICATION: “* NOTICE: If you make every payment on time, you will pay off the balance in the time frame described in the contract. However, late payments and payment extensions will result in a longer repayment period and increase the amount you will pay over the life of the contract. If the extension is approved, finance charges/interest will continue to accrue on the unpaid balance at the contract rate during the extended period and by deferring one or more installments, you will pay more finance charges/interest than originally disclosed. This means that a payment extension(s): (i) will result in a longer repayment period; (ii) will result in more interest accruing on your account; and (iii) will cause the principal balance to be reduced more slowly than if payments were made as originally scheduled. Because finance charges/interest will continue to accrue during the extended period, payments following the extended period will be disproportionately allocated to unpaid interest. GAP/debt cancellation waivers may be impacted by payment extension(s) and a claim may not pay the entire remaining balance following a total loss.”

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 17, 2023 at 4:36 pm, a verbal agreement was made between Cheryl *****, a compliance manager at ***** ********* ********* Services, and I on the status of auto loan account (****************1) changing to (paid as agreed; closed) once the payoff check, in the amount of $6,131.09, is received by ***** ********* ********l Services. This conversation was recorded by both ***** ********* ********* Services and I. The payoff check was received by T. **** of ***** ********* ********l Services on January 17, 2023 at 12:57 pm. Payoff check tracking number: 771039662110. A complaint was filed with the Consumer Financial Protection Bureau on January 28, 2023 for ***** ********* ********l Services failing to update the status of the account to the verbally agreed upon status. ***** ********* ********l Services responded by suggesting they will not be upholding such an agreement made between their company's compliance manager and I.

  Business response

  02/01/2023

  We have listened to all communications, and you were not misled. The dealer payoff check was received and applied on 1/17/2023. As of the payoff date, the account was 55 days past due for the payment due date of 11/23/2023, and you were aware of that fact (see prior CFPB complaint and response). You also acknowledged your understanding of the past due status of the account during the call you referenced on 1/17/2023. The next scheduled credit reporting update for your account will take place no later than the second week of February 2023. When the tradeline is updated, it will report as paid in full and will reflect being 30-59 days past due as of the payoff date.

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  
  Per Texas legislation, a verbal agreement is binding and in is this cause, need not a written form. ***** ********* ********l Services fails to deny the verbal agreement for the account status. ***** ********* ********l Services did not update the account status the legally binding verbal agreement, paid as agreed; closed, and the account information is inconsistent across all credit bureaus. Update the status to paid as agreed; closed or remove the account for all three credit bureaus.

  
  Regards,
  Chancellor *****
  
   

  
  

  Business response

  02/03/2023

  You are free to seek legal counsel.  Your tradeline is being reported based on the actual facts and the requirements of the FCRA.  

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Actually the account is not being reported accurately to the credit bureaus.There are errors ***** ********* ********* *********** failed to rectify when investigating the dispute. This coupled with the failure to abide to the legally binding agreement should result in compensation for such harmful acts.

  
  Regards,

  Chancellor *****
  
  
   

  
  

  Business response

  02/07/2023

  We disagree.  We are reporting accurately based on the the payment history.  It is reporting as paid in full.  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I UTILIZED ***** ********* TO SECURE AN AUTO LOAN. I WAS IN AN ACCIDENT AND MY CAR THAT WAS FINANCED BY ***** ********* WAS TOTALED BY *********** INSURANCE (SEP 2022). THE CAR NOTE WAS PAID UP TO 30 SEPT 2022 AND *********** REACHED OUT TO ***** ********* TO PAY THE CAR OFF. *********** PAID THE AUTO LOAN IN FULL ON 18 OCT 2022. HOWEVER, ***** ********* HAVE DEEMED I WAS LATE FOR THE MONTHS OF OCT-DEC 2022. I SPOKE WITH *********** AND THEY SHOWED ME PROOF OF PAYMENT. THEREFORE, I'M REQUESTING YOUR SUPPORT TO CORRECT MY CREDIT AND ABSOLVE ME OF ALL FINANCIAL OBLIGATIONS DUE TO *********** SETTELING MY ACCOUNT. - ***** ********* STILL SHOW A BALANCE OF $1,169.79 - ACCIDENT REPORTED AND FILED WITH HARRIS COUNTY POLICE DEPARTMENT SINCERELY, ******** *******

  Business response

  12/22/2022

  Thank you for notifying us of your concern.  We have contacted our service provider who handles total loss claims.  We discovered that the check actually went to the service provider and the service provider failed to open the claim because they "were not contacted by the insurance company."  We have escalated this with the service provider and we will make sure that the insurance proceeds  are applied to the account and that the account is updated as paid in full effective 10/18/2022.  After the account is updated, we will update the credit reporting.  This process may take a few business days.  If you have questions or additional concerns, feel free to contact us at [email protected].  
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced my car with ******* Club. I received a letter in the mail on where to make my payments. It was to another company, F**** ********* ********* Corp, but I made two payments of $195.97, one on 9/27 and one on 10/7. I received a phone message from ******* Club my payment was late. I tried for 3 days to reach ******* Club and they said they didn't know what was going on. I called my bank and they told me to call ***** *********, which took me 2 days to get in touch with them. They looked into the case and said they believe the ******* Club messed up because ***** ********* does service ******* Club loans. Antonia ******** (********@dstellantis-fs.com) said they would overnight me a check for the payments that were made to them. I just want my money back and have spent 2 weeks trying to get it back.

  Business response

  10/24/2022

  I have been informed of the following:  "I just spoke with this customer and advised the refund is being overnighted to her. She made payment to us via bank bill payment, but the loan is contracted to ******* Club. I will follow up with her tomorrow to make sure she receives the check."  Please let us know if you have any questions or concerns.  [email protected]

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a victim of Identity Theft. On 9/2 someone made 8 attempts to buy a vehicle online with my information and a copy of a fake drivers license. All banks denied the fraudulent attempts except Stellantis. ****** ******** **** ** **** ***** ***** accepted the fraudulent online application and faxed fake ID and delivered a $59,000 2022 **** ******** to the fraudster at a truck stop. I was alerted to this fraud when the contracts for the vehicle showed up at my house via regular mail a week later. I am requesting Jonathan P*** and the rest of the Stellantis compliance team help me with this issue and recoup the money that was wired to the dealership (and remove any mention of this fraudulent transaction from my credit). I have spoken with Monique B**** (Stellantis customer service manager) and she took detailed notes on this case and has all of the relevant law enforcement case numbers to verify that this was indeed Identity Theft. The dealership is not interested in making this right as they received the money from Stellantis via electronic transfer. According to multiple law enforcement agencies, the next step is for Stellantis to recoup the money from ****** ******** ***** ** **** ****** ***** and close out any accounts in my name. The dealership is the last legal owner of the vehicle and they will then be able to ********* it. Jonathan P*** please help me with this situation. Any and all documents proving my identity and that this is a theft are available and all police case numbers provided to Monique B**** will also verify this. ******* ******** ********** ****

  Business response

  09/23/2022

  Thank you for contacting us.  This has been submitted to our Fraud Investigation Team.  We are investigation this matter now and will contact the dealership.  We have suppressed reporting to the credit bureaus.  We will need some time to complete the investigation.  In the meantime, you may reach out to me and please provide my contact information to any law enforcement agency investigating this matter:  Jonathan P***, ******************************** 770-956-3888.  

  Customer response

  09/26/2022

  [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 may be satisfactory to me.  The outcome of the fraud investigation will help in solving this issue. 
  
  
  
   
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received financing through ***** in 2018. Throughout my experience with them I had late payments due to a financial and personal hardship. In January of 2021 I traded in the car and the dealership paid ***** in full. However ***** reported my account in February 2021 as 30 days late. I reached out to them in an attempt for resolution and I continue to receive copy and pasted messages advising that they are reporting the account accurately. additionally, there were months of reporting which the company reported “current” To one bureau and “30 days late” to the other ones. The payment status and last reporting dates are all different between the 3 bureaus as well. I reached out in an attempt to resolve the issue amicably as I am in the home buying process and these inaccurate reporting standards are affecting my mortgage rates. However, again, I always receive a copy and paste email response which leads me to believe that this company is not even reading correspondences and concerns sent by the consumers. I never receive any phone calls or personalized responses only “scripted” responses. This company has completely violated the FCRA reporting standards!

  Business response

  04/28/2022

  The account received funds 2/2/2021 that would have paid off the account and the account was current at the time due to additional payments posting on 1/28/2021 and 2/1/2021.  If not for the additional payment, the account would have been past due for 12/20/2020.  After receiving the pay off check from the dealership, prior payments were reversed, therefore, creating a balance.  On 2/8/2021, the two prior payments made on 1/28/2021 and 2/1/2021 were returned due to NSF.  This caused the account to have a balance and it was once again due for 12/20/2020.  The outstanding balance was paid via web payment on 2/12/2021 by the customer using their online account and checking account information used for several prior payments.  Since the account was past due for 12/20/20 on the final payoff date of 2/12/2021, the account would have reported as 30+ days past due at the time of payoff.  

  This has been explained to the consumer.  The dealership did provide a payoff, but after receiving the payoff prior payments were reversed.  These payments were all scheduled by the consumer and reversed because of the consumer.  See spreadsheet.   Had she honored these payments, the account would not have had a balance that she needed to pay 2/12/2021 and would not have been more than 30 days delinquent.  We have explained this numerous times.  The fact that one bureau has N/R (No Rating) is not the same as timely paid.  The consumer is free to seek legal counsel.  That being said, we are reporting accurately based on the payment history, including reversed payments.  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Due to circumstances beyond my control (I'm disabled and covid hit me extra hard), I fell behind on payments on my truck. I decided to file Chapter 13 Bankruptcy to save my vehicle. I made ***** ********* aware of this and proceeded through the process. I made my payments that I thought were being applied and didn't think anything more of it. On 4/4/22 I received a knock on my door andit was a repossession agent. He had my truck hooked up and told my sister, who answered the door, that he was taking it. She immediately contested the repossession and told him that I was in bankruptcy and this vehicle shouldn't be taken. She asked him to release it and leave my property. He refused to do so. He even showed her the repossession order stating that verbally contesting the repossession would mean he would have to cease, and when she asked why he wasn't complying he shrugged. When she mentioned calling the police, he told her that they would just order her to surrender the vehicle and would possibly arrest her for interfering. With that fear, I emptied out my truck and he towed it away. I immediately reached out via email to ***** ********* asking what was going on, and reached out to my attorney as well. After much back and forth it was determined that my bankruptcy was filed improperly by the attorney and the payments I made were basically for nothing. I immediately fired the attorney and relayed this information via email to ***** *********. I was asked for proof of my trustee payments, I provided it, I was asked for my attorneys contact information and I held off at first because he charges me for every call he makes and/or takes in reference to my old case. I was told that unless I gave the number I wasn't being cooperative and I wouldn't be helped. So I gave the number. After all of that he decided to ignore me and then tell me that I can't get a reinstatement because he doesn't believe me that my only option is redemption, after he had me running around.

  Business response

  04/07/2022

  We have informed the customer that he may redeem the vehicle.  Reinstatement is not approved because the account is charged off.  The customer has already received a great deal of assistance but has not made a payment in an excessively long time.  We contacted the attorney who the customer claimed to have represented him to try to confirm his story about a Bankruptcy filed in the wrong name and payments allegedly made to a Bankruptcy trustee.  The story was not confirmed.  We have sent the customer the legally required post-repossession letter and he may redeem the vehicle or not.  

  Customer response

  04/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  This is false they spoke to his secretary who confirmed there was an issue but could not give any further detail to them. I spoke with the attorney today and he confirmed this for me along with charging me for the contacts Mr. **** made. ***** ********* hadn't received payment because I believed I was paying them off in bankruptcy. Mr. **** was given screenshots from the trustees webpage outlining my payments. The fact remains Mr. **** is perfectly capable of allowing me to reinstate but will not because of his personal bias against me and my disability. If reinstatement was not possible why would he have me jumping through hoops to provide him information. So reinstatement is possible, but his personal dislike of me is what is the determining factor in allowing it. Which should not be the case.

*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. ↩