Complaints

This profile includes complaints for DLL Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DLL Finance, LLC

  8001 Birchwood Ct Johnston, IA 50131-2889

• 

  DLL Finance, LLC

  PO Box 2000 Johnston, IA 50131-0020

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:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My interest rate was told 5.9 contract number ************* for six months of interest I was charge $938.96 on a $10,000 loan thats more like 20% interest I reached out to the company several times and they are not helpful whatsoever my interest at 5.9 should be less than $300 for six months. I am requesting a refund of interest

  Business Response

  Date: 02/03/2023

  While DLL Finance LLC ("DLL") acknowledges any inconvenience ****************** has experienced, it does not believe it has acted inappropriately or in contravention of any law. 

  Regarding Ms. ******** account, it is important to note that the account is a precomputed interest contract, and not a simple interest contract.  As such, payments made are applied as detailed on Ms. ******** original amortization schedule.  More specifically, when ****************** makes payments in excess of the required monthly amount, the excess amounts are applied as future payments in accordance with the original amortization schedule.  As additional clarification, in the event that ****************** pays the account in full prior to the contractual termination date, she will be credited or refunded any unearned interest.

  In establishing its payment application methodology, DLL follows any relevant state law requirements, and in ********************** case, ***** law does not require that DLL adopt any specific payment application methodologies.  However, DLL strives to be a valuable partner and resource to its customers.  As such, DLL is willing to coordinate with ****************** to restructure the contract in an effort to shorten its term in ********************** favor through the prepayment of principal amounts, if she desires.  While DLL is unable to acquiesce to ********************** payment application requests in an automatic manner, ****************** is welcome to contact DLL with such requests.
  

  
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18956549
  
  I am rejecting this response because: I sent you a copy of the agreement straight from the company clearly shows $305 in interest and that is the contract I want the other $600 credited back to my account immediately Ive been working with the company and they refused to put the other money onto my principal theres almost $4000 sitting there that shouldve been applied to principal and Ive been trying to pay it off over three weeks now and theyre refusing to give me a payoff I wanna settlement on this and I want this done and over with I want the settlement to be $4500 paid in full
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/16/2023

  DLL has contacted ****************** directly and believes that this matter has been resolved. Please feel free to contact us if additional information is needed. Thank you.

  Customer Answer

  Date: 02/22/2023

   
  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

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 12 I went in to DLL finance website to make my regular monthly payment that was due on the 15th. I did so at the time and it looked to be successful. On the 15th I did not see the payment deducted from my checking account so I got concerned and went back into the companies website to make sure the payment had been processed. I ran a report on processed payments, and that payment did not show Anywhere. I then went into the pending payments section of the website and nothing showed there either. The payment had appeared to literally disappeared as I couldnt find it anywhere. Being concerned that I would not have made my payment on time and I figured my original payment disappeared due to a computer glitch, I then went and submitted another payment. On 17 January I looked at my checking account and there were two payments deducted, the first one that I originally submitted to DLL finance and also the second one that was submitted. I contacted the company immediately because I went back into their website and couldnt find the second payment posted on my account at all and it was not underneath pending payments either. They told me that they could not reverse the payment, and I would need to have a note from the bank, saying that I would not revoke the funds. After nearly 6 hours on the phone Between DLL finance and my personal bank a letter was finally crafted to send to the company to receive my funds back via ****** had two different representatives provide me with an email addresses to send a letter to them that came from my bank. Both email addresses ended up being false and both bounced back and my email has been undeliverable And email address is not found. So here I am still out $410.80 and I need that payment reimbursed. I asked both representatives why both payments were not showing at all on their website underneath payments, and they both said it will disappear for 48 hours altogether between when its being processed and posted.

  Business Response

  Date: 01/24/2023

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  While DLL Finance LLC (DLL) acknowledges Ms. ******** frustrations, DLL believes it has acted appropriately in this matter. 
  

  Turning to the merits of the complaint, ****************** indicated that she unintentionally submitted her January payment twice and requested a refund as a result.  DLL has agreed to refund the payment as requested by ******************, however, a 15 day hold is required before processing a refund unless a letter from the customers bank is received verifying the funds . Upon investigation, DLL confirmed that it had not received such a letter from Ms. ******** bank, therefore, the 15 day hold was required.  According to our records, the 15 day hold ends on January 27 and Ms. ******** payment refund will be processed at that time.  If ****************** would like her refund expedited, she may send the letter from her bank via email to **************************
  

  If you have any questions or wish to discuss further, please feel free to contact us.
  

  
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18837339
  
  I am rejecting this response because:

  Unlike DLLs response, I did not send in the payment twice and simply request a refund. After submitting the first payment I went in a couple of days later to review the payment and the payment was not under POSTED payments nor PENDING payments  my original payment could not be found therefore it looked like there was never any payment made when in fact there was. Furthermore, when calling DLL they told me my payment would disappear on the site after I made it for 48 hrs. This is not helpful to a customer who is always on top of their payments but the payments simply disappear.

  Furthermore, I tried submitting the letter from the bank to DLL TWICE with the email addresses that were provided by two different representatives and they both bounced back as fake email addresses. I confirmed these addresses with both representatives before ending the call.
  At that point my hands were tied as I was dealing with a business that has a payment system that makes customers payments disappear, and conversations with 2 different representatives that provided me with fake email addresses. I even we t as far as doing a 3 way call between myself, my bak and DLL to work this out to no avail. 

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

  Business Response

  Date: 01/26/2023

  DLL has reviewed the phone call recording of Ms. ******** conversations with the customer service representatives and confirmed that both representatives provided their email addresses accurately.  DLL has staff continuing to make improvements to the customer payment portal and addressing various technical issues and has staff dedicated to responding to customer inquiries and phone calls, including related to payment matters.  We believe the experience ****************** had to be an outlier and we acknowledge her frustration;however, DLL believes it has acted appropriately in this matter.

  If you have any questions or wish to discuss further, please feel free to contact us.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need help resolving this issue since starting to cost too much money with all the fees stacking up on this issue.On May 26 I purchased a new tractor for my ranch and selected DLL Finance to make payments too. Everything was going well and signed up for auto draft when the paperwork came in. I did what I could to ensure the payments would be taken care of to keep my credit score as high as possible. I never miss payments and keep all my bills in order. DLL Finance called me for a missed payment, and I told them that was impossible since I am on auto draft. I was told they would take care of it then the next month I get another phone call for the same issue requesting an extra payment. I was told their office didn't process the auto draft in time resulting in payments being missed. I asked them how is this my fault since I did what I was suppose to and signed up to auto draft there was no indication on the website about process time or potential of first payment being missed. DLL Finance was going to look into the issue, and I suggest them moving the payment to the end of the loan and they gave me extra paperwork to sign to do this. The next month same issue another phone call asking for money a payment. Now in November I get a phone call asking when I am going to make payments since I am not on auto draft. I told them I have been on auto draft from the get-go and this issue was an ongoing problem. The person I was talking didn't care and was demanding payment and I requested a manager or supervisor to talk to and they couldn't pride one. I asked them to call me when a manager or supervisor was available, and I was done talking about this issue with this person. DLL Finance change my payment option without my permission and is requesting money to get the account up to date and handle all the fees.

  Business Response

  Date: 12/01/2022

  We appreciate your bringing this matter to our attention and giving us the opportunity to respond.  

  Turning to the merits of the complaint, ************** indicated that he has had issues with his automatic debit payments, resulting in a past-due account status.  Upon investigation, DLL confirmed that ************** submitted a request to enroll in automatic payments on June 26, 2022 and his first payment was due on July 1, 2022.  Due to a system error, **************** July 1 payment was not automatically debited from his account. In response, DLL has waived all late fees and has submitted a request to the credit reporting agencies to correct **************** credit history as current.

  We believe the experience ************** had to be an outlier and we acknowledge his frustration. We look forward to earning his continued business and servicing his account in a responsive manner. 

  Lastly, it is important to note that **************** account with DLL is for agricultural/commercial purposes and not for consumer purposes.

  If you have any questions, please feel free to contact us.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18460006
  
  I am rejecting this response because:

  This does not explain why the account setup up for automatic payment was completely removed from the system and had to resubmit new paperwork for automatic payments resulting in miss payments.  I need a full review of my entire account with all late payments removed to close this issue.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/13/2022

  Upon review, DLL believes this matter has been resolved. As stated in our previous response, DLL reviewed **************** account and removed all late fees, as requested by ************** as his desired resolution in this matter. 

  Business Response

  Date: 12/13/2022

  Upon review, DLL believes this matter has been resolved. As stated in our previous response, DLL reviewed **************** account and removed all late fees, as requested by ************** as his desired resolution in this matter. 

  
  

• Initial Complaint

  Date:11/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DLL finance states that I didnt pay for 90+ days on my account. The dates that they state are from NOV 2020- April ************************************************** those dates as well as that there are duplicate accounts in my name for the same loan on my credit. There should only be one this has been disputed already with the credit bureau. I am currently trying to buy a home I have 0 notifications, emails, phone calls, letters in the mail from DLL or anyone involved stating I owe or didnt pay. Obviously now it has been a while since the supposed 90+ days behind in payments that they are stating. As well as this I talked to them on the phone today the email they had was incorrect, the phone number they had was incorrect, and the name on the policy for who to call has been incorrect. And had nothing to do with me on it other than my name was on the **** pretty much. I simply asked them if I could get an email to my loan lender for my home so I could get my pre approval. All it needed to state is they had the wrong information on file and that the issues with my credit are soon to be fixed and are being disputed. The supervisor said she couldnt do that and thats when they provided with me with PDF proving I paid in that time period.

  Business Response

  Date: 11/16/2022

  We appreciate your bringing this matter to our attention and giving us the opportunity to respond.  While DLL Finance LLC (DLL) acknowledges Mr. ******* frustrations, DLL believes it has acted appropriately in this matter.  
  Turning to the merits of the complaint, **************** indicated that he did not receive any notices regarding his past due payments.  Upon investigation, DLL confirmed that the mailing address in which the past due notices, non-sufficient funds notices and invoices have been mailed to matches the address listed on Mr. ******* credit application and retail instalment contract documentation.  Additionally, DLL has had many telephone conversations with **************** regarding his past-due account.

  **************** also indicated that he had an issue with credit reporting. Upon review, DLL found that the past-due status of the account has been reported fairly to the credit reporting agencies.  Though **************** did make payments during the past-due period, he failed to bring the account current.  As a part of this investigation, DLL found that it had inadvertently reported a duplicate account to the credit reporting agencies after Mr. ******* account had been assigned a new number.  In response, DLL submitted a request to delete its reporting of the duplicate account from the credit reporting bureaus on November 9, 2022.

  If you have any questions, please feel free to contact us.