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:21/01/2025

  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.

  In 2023 I wanted to pay my loan in full, I paid just over $9000.00 towards to full balance of just over $11,000.00. I am unsure what transpired back then but the last payment to pay the vehicle in full did not transpire. *** tried to take a payment in September 2023 but were unsuccessful. They never reached out regarding this payment not going through and never reached out regarding the remaining balance even though all the paperwork says they would reach out if it the balance was not paid in full. I thought it was paid sadly. A year and 5 months went buy with no payments being made or any contact from *** to a payment being attempted out of my account on Jan. 3, 2025 which I was completely unaware of so it did not go through and was returned. That prompted them to reach out to me where we have been going back and forth since regarding why no one reached out to me since August of 2023 and they informed me because there was no reason too because they applied my large payment as a credit. Then I advised I never said I wanted a credit nor did the *** advise me it would be used as a credit until paid. I have been going back and forth now for almost 3 weeks with ***** ****** looking for answers as to why this happened, why no one has contacted me for the outstanding balance, why my large payment was used as a credit and no one informing me of such, why I am responsible for a NSF fee on my account when I have had zero contact from *** for over a year, and no one ever advised me regular payments would continue on Jan. 3rd, 2025 also why if a *** promised me my *** fee would be covered on a recorded call how they can work backwards and say it is not but also why as a consumer if I request to escalate my concerns because I am not getting any resolution in regards to the original complaint with ***** ****** how he can deny the right to escalate within the company. I want actual answers to why this happened, why no-one contacted me, and answers from senior management.

  Business Response

  Date: 22/01/2025

  Thank you for the opportunity to respond.

  All concerns have already been discussed with the client via email. A payment was received and posted to her account as a pre-payment in 2023. She was provided an official payout document showing the balance due and we received a partial payment. After the payment was posted,she was notified in writing of the remaining balance. There is no possibility of the borrower ever believing the balance was paid. Once the credit (prepayment) ran out,regular preauthorized payments resumed. Upon being notified of a returned/*** payment,the collections department reached out. The contract clearly stipulates that there would be a fee charged for any returned/*** payment. To resolve any miscommunication or misunderstanding, the customer was offered a credit of $150.  

  We have been in constant contact with this borrower and have gone above and beyond to provide as much information as possible and to resolve any issues that were brought up.

   

  Business Response

  Date: 22/01/2025

  Please also note that, upon being notified of a returned/*** payment, the collections department contacted the borrower and advised her of such. 

  Customer Answer

  Date: 23/01/2025

  Complaint: 22838167
  
  I am rejecting this response because: OCM has yet to show me the policy or when *** advised me that the $9000.00 + would be used as a credit eventually pausing most but not all upcoming regularly scheduled payments in fact a collections representative advised me no one told me in 2023 because the representative was new and stated I was solely at fault for not following up. They continue to state that the account was not in arrears which is why the never followed up with me in 15 months but in the same sentence say I have an NSF fee from September 2023 after the payment in August 2023 took place because the next scheduled payment tried to come out of my account and it was returned. If I had paid to create a credit on the account why would the next scheduled payment be attempted and why would I be responsible for a ***. They seemingly cannot show me where it states or when and where I was advised that the payment would be considered a credit and payments would pause but they would try another first and then pause after that one came back. Where is the logic in this? Now I incurred a *** plus more on their end because I had no idea payments would be resuming as no one notified me of any outstanding balance nor that payments would be resuming on a specific date. Regardless if we are in contact and attempting to come to a resolution I as the consumer still feel mislead, taken advantage of, paying more interest on a vehicle that favors OCM, as well as and not limited to the refusal of *** allowing me to escalate within their company and when I requested upper management being advised no. I am seeking resolution as to what happened and why I was never informed my payment would be a credit, payments would pause and the date the would resume, I feel I am hitting a wall with them when asking for this information. They simply repeat themselves implying I am solely at fault and I need to pay now resolving this immediately. They ignore my clear concerns and focus solely on backing me in to a corner to move forward and carry on with payments. The past due balance seems incorrect, I owe ***'s that don't make sense, I incurred fees they are not willing to assist with, I pay interest when paying a credit was never my intention which they are clearly aware of. 
  
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 24/01/2025

  The client is already dealing with the Collections Manager and has been for quite a while.  What she is asking for has been explained to her in writing (by email) several times without avail.
  Our Collections Manager will reach out to the client one more time.  If the issue remains unresolved, it will be turned over to our legal department for their pursual.

• Initial Complaint

  Date:05/04/2024

  Type:Product 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.

  On April 4 I was contacted by my trustee office advising that bailiff is at my residence to collect my vechile 1 I was very shocked of this not was contacted or advised or even contacted to inquire - they told me that my trustee wrote on document car was being returned and dont contact client. I then called my trustee office to find out if that was case they advised they didnt say or request what they saying - my trustee then sends them email stating that the trustee never stated the car was going to be returned and the client will continue paying the payments toward the car.The bailiff guy called me back at 630 and advised they will determine tomorrow

  Business Response

  Date: 05/04/2024

  Thank you for the opportunity to respond.  As per our last conversation with the client, we advised him to contact his trustee (and bailiff) as the matter is out of OCM's hands!  

  Unfortunately, the clients payment history is unacceptable; hes in high arrears and has not provided valid auto insurance. He filed for bankruptcy and we have no recourse at this point as this matter is now handled by the trustee he appointed.

  A regular loan payment has not cleared his bank account since January.
  Had he been up to date along with having valid insurance, we could have considered his request to keep the vehicle outside of the bankruptcy, subject to trustee's approval.

  Regards.

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21533799
  
  I am rejecting this response because:

  I have provided insurance there been valid insurance.

  please Contact trustee in regards if the Vechile can removed from bankruptcy _ I know I didnt include it as creditor 

   

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

• Initial Complaint

  Date:05/03/2024

  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.

  I am writing to express my dissatisfaction and frustration regarding the consistent payment errors made by OCM and the lack of accountability in resolving these issues.On November 29, 2023, OCM made a payment error on my account, resulting in an overdraft situation. Despite OCM's assurance that a check ($45) would be sent to cover the *** (Non-Sufficient Funds) charges, I never received it. Subsequently, late December, I was assured by an OCM representative that the outstanding amount would be credited from my account to reflect a reduced payment($253.73). Based on this assurance, I planned my finances accordingly.However, on January 22, 2024, I was charged over the payment amount ($298.73), which resulted in *** fees (OCM $75 + bank $45). Despite multiple attempts to rectify the situation and request assistance in addressing the *** fees, I have been met with refusal and a lack of willingness to provide adequate support to escalate the matter.This is a regular occurrence and I am concerned about OCM's ability to effectively administrate my car loan.I am requesting the following actions to be taken by OCM to rectify this matter:1. Removal of the *** fees from my account.2. Issuance of a letter explaining OCM's accountability for the payment errors on Nov. 29, 2023 and January 22nd, 2024, to be used as proof to bank and making the necessary adjustments to my credit report

  Business Response

  Date: 05/03/2024

  There was an issue with a payment, and we agreed to reimburse the client for the *** fee he incurred from his bank. The cheque was mailed out December 5, 2023. On that same day, he called in (after the cheque was mailed), asking us to send the cheque to a different address than the one on his file. However, he confirmed the address we mailed it to was in fact his home address, he was just having issues with his mail.
  We instructed **************** to have the customer wait a couple weeks to see if he received the cheque at his home address. He did not receive it and bounced his January payment stating it is because he did not receive the $45.00 cheque from us.
  In less than a year, the customer had 5 missed payments (3 of which have notes stating they were our error) but he has never paid an *** fee. All 5 ***s ($375.00 worth of fees) have been reversed from his account.
  We will also reissue the $45.00 cheque to him to the address he wanted it mailed to.
  We trust this is satisfactory and resolves the issue.
  
  
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21387246
  
  I am rejecting this response because:
  On November 26, ********************************************************************************************************** by OCM. The subsequent payment did not reflect the agreed amount, which resulted in another NSF. To date OCM has not followed through with any of our agreed upon resolutions since November 26, 2023 and subsequent errors that resulted in the negligence of administering the appropriate credits to my account. I have requested an escalation and to speak with an account manager and my attempts at a resolution has been met with refusal and abusive language. I am reaching out to Better Business Bureau to ensure OCM adheres to our agreement and rssolve these issues promptly.

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

  Business Response

  Date: 07/03/2024

  Thank you for the opportunity to respond.  Our Collections Manager will reach out to the client to discuss and resolve. 

• Initial Complaint

  Date:11/09/2023

  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.

  On Aug 21, I called to switch my payments to weekly (151 to be paid out on Wednesdays) but it was a couple days before the Wednesday. The rep said she would send it through in a couple days and that would be it. She said I didnt need to call back or do anything.On Tues Aug 29, the biweekly payment attempted to come out of my account. I called, freaking out, but because it was after hours I was told Id get a call back the next day. No call.On Tues Sep 05, I sent an email to find out why I hadnt heard from anybody and to ask if the mistaken payment was deferred so that my payment schedule could be corrected to the weekly it should be. No email On Wed Sep 06, I get an email from ***** completely ignoring every point I highlighted and saying that I owe the 303, that I wasnt even supposed to be charged, and 75 NSF fee. I responded to this email repeating the points from the previous email and saying I wasnt responsible for the 75.On Friday Sep 08, I asked why I was being ignored. He responded that the payment between Aug 21 - 29 cant be deferred because itd be a whole month without payment but the 75 was waived. I responded saying it was only one biweekly payment, not a month.Today, Mon Sep 11, I emailed again (and called) stating that since it is your company that messed up then it is your companys responsibility to correct it so an exception to defer this payment and set it up on the payment plan its supposed to be on can, in fact, be applied. He responded that they would not be deferring it or changing it to the payment schedule it should be and if the payment doesnt come out tomorrow (which it obviously wont since I was changing to this weekly payment schedule for a reason) then I would be responsible for that NSF fee and it would not be waived a second time. ***** made zero calls to me. I never heard his voice regardless of the fact that I called and left a message for a return call.I want the payment(s) deferred and my payment schedule corrected.

  Business Response

  Date: 19/09/2023

  Thank you for allowing us the opportunity to respond to this complaint. Our Collections Manager is currently working with the client to resolve this matter.  Unfortunately due to confidential/financial information, no further details can be disclosed.