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:08/10/2022

  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 under a lease purchase agreement to buy my house in 2024. Ive been working hard to build my credit score so I can get a good rate. In April I totaled my truck. I had insurance and Gap insurance. for over three weeks my agent tried to get a pay off balance to send Telcomm Credit union a check. The person working the account refused. She kept saying that they didn't give pay off balances. Even though I had called her and given her permission to speak with my agent she refused to speak to her unless I was on a three way call. Finally after numerous exasperating conversations ******* was given a payoff amount and sent them a check for $23,600. That left approx a $1000 still due I contacted the Gap insurance and was Told that Telcomm had already been in contact with them and that they were processing the check. I got a call from Telcomm stating I was behind on my payment. I told the person the situation and that a payoff amount had already been reached and that they were just waiting on the check. The person told me they would put a note in my file and thanked me and hung up. Had telecomm not dragged about payoff they would have had their money sooner. Knowing that they were waiting on the check they turned the late payment in to the credit reporting bureaus. In one day my credit score went down 86 points! This may have ruined my chance at a loan. They had already received a 23,600 which is ALOT of car payments. When I called them to complain they told me it would right itself because as soon as they got the check they would report it as being paid off. They got the check and told me on August 1st they would call or write to the credit reporting services and let them know. THEY DID NOT. I have worked so hard for nothing. In one letter they may have cost me my house. They should NEVER have reported it as a late payment as they were very much aware of what was going on...I filed a dispute and transunion sided with them, of course. NEVER take a loan out with Telecomm

  Business Response

  Date: 08/31/2022

  
  
  To Whom it May Concern
  
  On March 30th, we had a three-way call with **** and her insurance agent regarding her
  total loss claim. At that time, we gave the insurance company and **** the payoff information
  requested. There was no delay in providing this information to either the borrower nor her agent.
  On May 5th, ****’s ACH payment that was due on May 3rd was returned via a request that
  **** had placed with her bank. This left her with a due date of May 3rd. Our collections
  department followed up due to the returned payment to both **** and her insurance agent. We
  spoke with **** at the agency and **** claimed that somewhere along the line the claim got “lost
  in the shuffle.” We received proceeds for the claim on May 16th. This check was not enough to
  pay off the loan, leaving **** still due her normal payment for May 3rd.
  As of June 1st, we had not heard back from **** regarding her payment. At that time we
  initiated a GAP claim with a third party to finish paying off her loan. GAP claims are normally
  the responsibility of the borrower. We also reached out to **** on June 1st, 7th, and 10th to let her
  know that she needed to make at least one payment to keep from getting a thirty day late on her
  credit report. She ignored these warnings and refused to make her May 3rd payment. We
  received her GAP claim proceeds on July 7th, which paid her loan off in full. All this resulted in
  the late payment reporting to her credit.
  In summary, **** had her May 3rd payment returned and a stop pay placed on any future
  recurring payments. She ignored repeated warnings that she would get a late pay on her credit
  report. Her insurance company took over six weeks longer than it was supposed to issue the
  proceeds for her claim, which is required to initiate a GAP claim. All of this resulted in ****
  getting a thirty day late pay on her credit. Since then, we have also reported her loan paid in full
  to all three credit reporting agencies.