BMW Financial Services Consumer Loan Complaint

BMW Financial Services Consumer Loan department,

Vehicle loan Managing the loan or lease Managing the loan or lease Georgia

I purchased a - Chrysler 300. Alphera was the finance company. I also purchased - protection. My vehicle was stolen in - 2015. Immediately after, I notified - & Alphera. I also made a payment a day after my vehicle was stolen. Upon opening the claim with - -, my insurance company and -. Alphera 's third party, - -, opened a GAAP claim -/-/-. I signed all of my paperwork with - by - -. All we needed was a Letter of Guarantee from Alphera ( through - - - - ). I sent in all the paperwork that was required in a timely manner. - - just needed the evaluation and Proof of Loss. Over the course of 3 weeks ( specifically, -/-/15, -/-/15, twice on -/-/15, and again on -/-/15 ), - -, the Material Damage Specialist for my insurance company, - -, sent in the evaluation and Proof of Loss. I was arguing at - thinking he was n't doing his job, when in fact he had fax confirmations that the papers went through. The issue was with - -, ALPHERA 'S THIRD-PARTY. - needed a copy of Alphera 's check before it would issue a


I should not be penalized for whatever malfunction its third-party is having. Finally, after several weeks of calling, fussing, and getting - - to allow - - to send the documents via email, we received the Letter of Guarantee on - -, 2015. My insurance Company, - -, issued a check in the amount of $24000.00 on - -, 2015. Alphera received the check on - -, 2015. Instead of applying the check, Alphera refused to close the account and held the check. This allowed time to keep ticking and additional fees to accrue. - calculated the amount based on the actual loss date of - -, 2015 and paid the amount of $12000.00, leaving a deficit of $2900.00. In addition, Alphera also insisted that I keep making payments on the vehicle that was declared a total loss on - -, 2015. When I raised the issue that it was Alphera 's third-party that delayed the timely disposition of the insurance issues/payment, Alphera dismissed it and stated that I was still responsible. Even further, Alphera told me that I was responsible for 2 payments that were deferred during the course of the loan in addition to other payments that supposedly accrued due to : ( i ) Alphera and - - 's failure to timely process timely sent documents ; ( ii ) Alphera 's refusal to apply the $24000.00 payment ; and ( iii ) Alphera 's refusal to close the account. When I questioned further, the customer service representatives that I spoke to became less than professional and cited a clause in my contract ( A CLAUSE WHICH I 'VE NEVER SEEN ) as justification for their right to apply these unfair charges on top of the payoff. I asked several customer service representatives to send me a copy of this so-called contract that I 've never seen and the clause to which they cited to. I was told in -/-/- that I would receive it within 2-3 business days. I called back again 2 weeks later to state that I still had not received it. I was told that it was mailed out and to give it a few more days. I waited, and no such contract came. I asked the Alphera customer service representatives that I spoke to each time if they could email/fax it to me, as they emailed any other documents I asked for. I was told no. Now here it is, - -, 2015, and I still have not received this so-called contract that justifies Alphera 's egregious actions.