ComplaintsforSNAP Financial Corporation

• Initial Complaint

  25/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 17 2024, I called the business to make full remaining balance of amount $7100 + 44.02 (interest of 17 days). it was all settled in that call and I have been told it will be processed in 2-3 business days. I have not seen any transactions on my bank account till 25th April 2024 so I called the business. They informed that they migrated my account to new Business ( *********) and due to issues from there side the payment was not processed. And I have to contact with new business. But ********* was not agreed on the same and asked for more interest

  Business response

  30/04/2024

  Hi ****,  
   
  We are sorry to hear about the experience that you have had with SNAP Financial Corporation. 
   
  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint. 
  
  ****** *** ******** ***** ****** **** * **** ** **** ******* ******* *******
   
  Warm Regards, 
  Samantha
  
  

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entered into a financial agreement with Snap Financial Jan 01 2017. My original loan was for 4200.00 for fixing my heat in the house. Now entering into the 8th year since starting my loan is still sitting at 3100.00 approximately. I have made my payments every month for the past 7 years and was told that the loan would be paid off at the end of 7 years. When I asked for a break down of my loan and payments ( account statement) twice now, I have received nothing and no communication. As an elderly senior, I can hardly afford to continually pay this loan that was supposed to be completed after 7 years. I have contacted my bank and issued a stop payment for these monthly charges until such time as I receive what I asked for or hear from someone concerning this issue. Please follow up with me. Thank you ****

  Business response

  25/01/2024

  Hi ****,  
   
  We are sorry to hear about the experience that you have had with Snap Finance.
   
  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint. 
  
  I understand this is regarding your loan agreement in which you financed through ***** ***** ******* *** ******* INC for the amount $4,264.08. 
  
  If you have a copy of your agreement please refer to the "payment details" under sections; loan term and amortization. 
  
  Loan term is for 60 months meaning every 60 months (5 years) SNAP Financial will provide you with the opportunity to payout the loan or renew the agreement for another 60 months. 
  
  Amortization 144 months (12 years) meaning the full term length to pay of the loan in full. 
  
  Please note that every payment made towards your loan account is divided between the principal and interest of your account. 
  
  You have advise me that you've placed a stop on your payments, I understand that is your choice. Please note that we are not responsible for any NSF fee charges on your account and will not be waiving the fee. 
  
  Please let me know if you have any questions or concerns. 
  
  Warm Regards, 
  Samantha D.

• Initial Complaint

  23/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an AC Unit in 2021 and it was financed through Snap Financial. Through my bank I was able to find that the first payment actually came out in early 2022 for the amount of 85.35$ and have been coming out of my checking account monthly for a total of around 2000$ to date. I was advised that the contract would be mailed to us since everything was done online or through the company that installed the AC... I have yet to receive a copy of my contract or anything regarding the information I "supposedly" signed for the financing. I called SNAP multiple times asking for a copy of my contract to be sent to me and waited 3 weeks with still nothing. I called again flustered and asked for the accounting department phone number which was originally offered to me but once I mentioned I wanted a copy of my contract, they declined to give me the number, laughed and hung up on me twice. Alex the guy I spoke with twice, refused to let me speak to someone in the accounting department, where my contract was being "held" and kept insisting that they had to send a request for me to receive a copy of the contact (which to me made no sense). I got laughed at and hung by Alex multiple times with still no contract in sight. At this point I called again advising that I would have to take legal actions should my contract not be provided to which Alex said "go ahead your still not getting the number".

  Business response

  08/12/2023

  Hi *******,  
   
  We are sorry to hear about the experience that you have had with Snap Finance.
   
  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint. 
  
  Can you please provide me with the account number to locate your file?
  
  Warm regards, 
  Samantha D.

  Customer response

  19/12/2023

  
  Complaint: ********
  
  Hello, I am neither accepting or rejecting the answer, simply providing the information necessary in order to hopefully resolve this issue. I'm extremely disappointed and have now heard from multiple sources that this is a recurrence with Snap. 

  Account number: ******

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

  Business response

  22/01/2024

  Hello *******, 
  
  Thank you for providing me with your account number. I'll reach out to our dealer support team to locate your contract and provide it to you email ************@*****.com
  
  Warm Regards, 

  Samantha D.

• Initial Complaint

  17/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased an AC unit through ***** which were using Snap Financial and offered 1 year defferal payments or interest on June, 16 2022. At the mid of August 2023 I contacted Snap Financial to ensure I was able to pay the full loan off on or before September, 2023. They didn't take my credit card information. Now August 30, 2023 I have had numerous calls trying to pay them. I asked to talk to the manager on the 28th, he didn't call me back. On the 30th, I called again and I have been told on the phone that if the manager doesn't call me back it's because he is not interested and he won't follow up. I am trying to pay this loan in full and I'm told they won't accept credit card because it represents too much fees for the Society. On my contract it clearly states that I am able to pay via bank account or credit card. Now, they claim they will not accept credit card as method of payment and have changed my contract without any notification. In the Terms of Agreement, clause 2: You may elect to make such payments by way of your (chequing) bank account or credit card. If you have elected to use a credit card to pay preauthorized payments, you must attach an unsigned sample cheque for such account to this Agreement. You authorize ** to debit your selected account, on the dates and in the amounts set out in the Payments and Cost of Credit Disclosure above, for the purpose of making payments due under this Agreement. They are breaching the contract, and according to the Canadian Law, by Article 40, they must conform to the contract signed, Article 11.2 they are modifying unilaterally the contract and is breaching the contract that way, and Article 93, I am authorized to pay at anytime before the end of the contract (10 years in this case).

  Business response

  09/09/2023

  Hi *******, 
  
  I'm sorry that you've been having this experience, I look forward to resolving this with you.
  
  Can you please provide me with a copy of your loan/ credit agreement including the terms and condition?
  
  Kind Regards, 

  Samantha D.

  Customer response

  12/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  As requested, I am providing a copy of the Loan Agreement. My account number with Snap is ******. I am looking at a simple and friendly resolution: I want to clear the loan using my credit card, and I don't want to pay interest because I asked to make the payment ahead of time, and now it is stalling and taking time to resolve. I am looking forward to resolving this misunderstanding in a timely manner.
  

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

  Business response

  03/10/2023

  Hello *******,

   

  We are sorry to hear about the experience that you have had with Snap Finance.

   

  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint.

   

  Can you please advise me of which representative you spoke with in which they advised, "you can use your credit card to pay off the total balance".

   

  Please note that we accept cheque or (PAP) pre-authorized payment when looking to pay off the balance of a loan.

   

  I look forward to your response and coming to a mutual understanding with you.

   

  Warm Regards,

  Samantha D.
  
  Customer Care Manager

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  Hello Samantha, the last agent I talked with is named Jean-Eli. I just want to use my credit card to pay the loan. I am really wondering why is it so difficult to do so? This case is stalling and it has slowed to a drag. By my contract, on clause 2, I am allowed and entitled to pay using my credit card, and I have been inquiring with the Office de la Protection du Consomateur, and they corroborated my right to pay in part or in full my loan. I am looking for a quick resolution, and I refuse to pay interest because SNAP is stalling my case. Please, allow the necessary so I can clear this case as soon as possible before more legal actions are taken. I am patient and understanding, and I want to use the payment method of my choice without regards to my reasons why.
  
  Sincerely,
  
  ******* *******

  Business response

  06/10/2023

  Hello *******, 
  
  I apologizes for the inconvenience that this has caused you please contact us at 1-866-475-9184, option * to have us withdraw the funds directly from your account.   
  
  Warm Regards, 
  Samantha D.

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have been trying to call the number provided. Samantha was either not available or simply not working. Friday when I called, the lady on the phone, Sandra, told me (and read to me) the note left in my file saying that if I call to process the payment using my credit card, it was ok, and to do it, it was approved by [name]. Sandra didn't know how to do, so she said she has left a message to Samantha. I didn't receive any call back from Samantha.

  Today, I just talked to Carlo that said there is no such note in my file, and they won't process the payment. Also, I am asked why I want to use my credit card. This is my entire liberty to do so, and I don't have to justify why I want to do that. This is insulting, and none of anyone's businesses.
  

  This is getting beyond understanding. Now, I don't want to have to go through the customer service anymore. Again this is stalling and my patience is thin. I give you until end of week for a full resolution. Take note that I will not pay any interest to SNAP because of your stalling my case and extending the process.

  Samantha call me directly to resolve this issue as soon as possible, 438-886-5336.
  
  Sincerely,
  
  ******* *******

  Business response

  27/10/2023

  Hello, 

  I've spoken to the ******* and have advise him that he's able to use his credit card to make the full balance without no penalty of paying interest. ******* confirmed that I've resolved his complaint and is currently waiting for payment to be processed and cleared where I can then provide him with confirmation that that account has been closed via. letter.  

  Warm Regards, 

  Samantha D.

  Customer response

  27/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  During our phone conversation, as agreed by SNAP, we would go through with the transaction using my credit card. I shared my credit card details and took the necessary step of confirming the impending transaction with my credit card provider. Despite these preparations, I was later informed, in a different call, by Samantha that the transaction couldn't be processed because SNAP no longer accepts credit card payments. I further confirmed with my credit card provider that no transaction attempt was recorded. Samantha's subsequent request for me to arrange a bank transfer was not the originally discussed resolution. After thorough checks with both my bank and credit card provider, it's evident that a payment via my credit card isn't feasible in this manner, the merchant must initiate the request for the fund to be withdrawn from the credit card.

  Regrettably, we find ourselves back at the beginning. Currently, SNAP is in breach of our contract, specifically Clause 2, which clearly allows me the option of payment either by bank transfer or credit card. It falls upon SNAP Home Finance to propose a solution that aligns with the agreed-upon terms. We diligently reviewed every clause in the contract and made our decision to sign based on its stipulations. Any unilateral and illegal alteration of this contract by SNAP puts us at a disadvantage, making us bear unforeseen costs.

  To circumvent extensive judicial proceedings, I am open to considering a form of compensation. Processing through my credit card would have entitled us to associated rewards. My proposition is as follows: We consent to execute a bank transfer to close our loan and resolve this issue. However, by doing this, we stand to lose 30,000 fidelity points. Purchasing these points separately would cost approximately $1,500. Therefore, I propose we settle the balance we owe ($19,009.55) minus the cost incurred to repurchase the points we're losing (around $1,500). This would bring the total to approximately $17,509.55. I should note that these figures, especially regarding the points and their repurchase value, are approximate. I will provide exact figures if SNAP agrees to this proposal. If this solution is deemed unacceptable by SNAP, the only alternative would be for SNAP Home Finance to facilitate the originally agreed-upon credit card transaction. The onus of making this transaction possible lies squarely with SNAP Home Finance. Should SNAP fail to enable a credit card transaction, I will have no choice but to initiate a civil suit. I genuinely hope we can find a swift and amicable resolution.
  

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

  Business response

  04/12/2023

  Hi *******, 

  Thank you for your response!

  I remember speaking with you regarding your complaint as I'd advise you that the amount you'd already paid monthly will be honored towards your principal balance. In addition to that, I advise you that we will take credit card as a form of payment in which, you can have completed on your ends by making a bill payment on your credit card to SNAP FINANCIAL/ SNAP HOME FINANCE as your payee and use the 6-digit contract/account number.    
  

  I reached out to you a few days after we spoke and you advise me that you were unable to do. As we are no longer accepting credit card payment as per company policy of Finance IT, it becomes a challenge for us to process the payment. 

  I've reached out to our accounting/billing team to inquiry how payment will proceed regarding your request. 

  I apologizes for the inconvenience that this has caused you. 

  Warm regards, 

  Samantha D.

  Customer response

  11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello Samantha,

  We did indeed had many conversations and this case has been dragging for a long time. The fact ********* changed their payment policy is none of my business, and it can't be used as a way of escaping the illegality of this situation. As mentioned, SNAP and ********* are unilaterally changing the clause of the contract we signed. Therefore, it is my utmost right to exercise this right to use the payment method I wish (clause 2 of the contract).

  Throughout this long process, SNAP through all of their representative have shown nothing but disinterest in solving this case in a timely manner and peacefully. I left you many messages and I have never received a call back or follow-up. I have been patient, and I have been understanding and I expect SNAP to treat me with respect and to honor their agreements. I have my reasons why I want to use my credit card to pay my loan, and I want to benefit from that payment method. I haven't been provided with no other options to compensate me for the changing of policy without my consent or my signature. SNAP have been acting illegally and continue to drag and slow this case. Know that I will not give up until a full resolution to my liking happens. As previously discussed, I will not pay interest at all on that loan since this dispute have been initiated in August 2023.

  I did provide a possible solution, and I will make my offer again in signs of good faith and for a quick and peaceful resolution. Since processing a credit card payment seems to be a hassle on your part, I am willing to pay using a method that will be easier for SNAP to process, but I want to have a monetary compensation equal to the amount it will cost me to buy the points from my credit card that I would have otherwise gained using my credit card as a payment method. I believe my offer is fair and shows my intentions of solving this case with a quick solution that can benefit every party involved (SNAP and I).
  
  Sincerely,
  
  ******* *******

  Business response

  21/12/2023

  Hi *******, 

  Yes, I apologizes for the inconvenience unfortunately, we are under new management, policy and rules. 

  As mentioned, you're able to process a bill payment using your credit card to SNAP Financial along with your account number. 

  Warm Regards, 

  Samantha D.

  Customer response

  28/12/2023

  
  Complaint: ********

  Hello Samantha,

  This is getting ridiculous, and it's turning in round, I am offering possible solutions, but all SNAP is doing is repeating the same story over and over again. That the management changed or there are new rules/policies is not my concerns, and it doesn't allow ********* or SNAP to break the contract and disrespect the clauses I signed and agreed on. If paying through my credit card was that easy it would already have been done. I will repeat one last time: IT DOESN'T WORK. I confirmed with my credit card company and my bank, and they both said the merchant MUST initiate the transaction and PULL the money from the card account, I CAN'T push the payment to SNAP. You even acknowledged that fact in a previous conversation. I need this case escalated ASAP to upper management and I need actions taken and solutions provided quickly. I refuse to pay any amount of interest caused by your delaying my case. It's been going on since August, I want resolution now.
  
  
  ******* *******

  Business response

  31/01/2024

  Hello *******, 
  
  Thank you for taking the time to speak with our manager Rachel yesterday. 
  
  As she mentioned, at the beginning of the agreement you did not provide us with your credit card as a payment option, and unfortunately, we cannot change it now.
  
  As we are under new management, *********'s policy doesn't accept credit card payment. 
  
  Rachel made a suggestion, to move the money from your credit card to a debit account to make it easy for yourself but you refused and stated, "the reason why you wanted to use the credit card is to get aero plane points." 
  
  We've already given you permission to make a bill payment on your ends using a credit card but you mentioned it didn't work, which is out of our control. 
  
  I apologizes as we've tried our best to come to a solution, but, the bank is not allowing you to procced with using a credit card. We have provided other options of paying out the loan if you wish to proceed. 
  
  Warm Regards, 
  Samantha D.

*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. ↩