ComplaintsforGlobal Lending Services LLC

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 14th Global repossessed my car. This was 31 days after a payment. While I was behind in payments, I had been consistently paying full monthly payments. Once my car was repossessed I was told that I had 15 days to pay and did so. Before my 15 days were up, global had my car transported to an auction lot. Once I had made my payment I contacted the tow service who informed me my car had been sent to auction. I contacted the auction house to find out about getting my vehicle. They said they had not received a release from my lender and I would need to wait on that. At that time there were no fees associated with my vehicle, I just needed a release. I called again in mid September and they had still not received the release and stated they had also made global aware they did not receive the release. I called global and spoke to Ms Helen who apologized for sending the release to the tow company and not the auction house, but she was sending it then and they should have it within a few days. Today, Oct 2 I call the auction company and they have received the release, but I now have $695 in fees due to detailing and mechanic checks as wells as keys. These would not have been fees I would have had if global had sent the release promptly. I called global and no solution was offered, they just said they sent the release.

  

  Business response

  11/14/2023

  October 17, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *********
  Account No.: **********
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ********* filed with the Better Business Bureau (“BBB”) dated October
  3, 2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On February 3, 2018, Ms. ********* entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2014 **** ****** from ** ******** ***** **** ***. GLS was assigned the
  Contract. Per the Contract, payments of $350.17 are due to GLS on the 20th of each month.
  
  On July 14, 2023, Ms. ********* completed a payment that satisfied her April 2023 invoice.
  
  On August 14, 2023, GLS repossessed the vehicle as her account was past due for her May – July 2023 invoices.
  
  On August 16, 2023, GLS advised her that to reinstate, she was required to pay $1,039.19 prior to August 29, 2023.
  On this call, she was also advised that her vehicle would be moved to auction within 1-10 days, that she would be
  charged separate fees by the tow facility and/or the auction lot, and she would need to contact the forwarder, Loss
  Prevention Services (“LPS”) within 48 hours to arrange a time to drop off the key as to avoid being charged for a new
  key to be made.
  
  On August 22, 2023, the vehicle was moved to auction.
  
  On August 29, 2023, she paid the $1,039.19 to reinstate. GLS sent the release paperwork both to the tow lot and the
  auction on August 30, 2023, per procedure. Please note, this is the last conversation we had with her until September
  12, 2023.
  
  On September 12, 2023, she contacted GLS stating the auction still needed the release paperwork. The agent advised
  her to call back the next day as the department she needed to speak with was closed. Our records indicate that she
  did not call back until September 19, 2023.
  
  On September 19, 2023, she was advised by a GLS agent that the release paperwork had been resent to the auction
  and she was also advised to contact the auction later that day to schedule a time to pick up the vehicle.
  
  On October 2, 2023, she contacted GLS again stating that the action still had not received the release paperwork and
  now she is being charged a fee for sale preparation and for a new key. Our records show that another release was
  sent, and Ms. ********* was correctly advised that GLS correctly followed procedure with the release of the vehicle.
  
  We have reviewed her concerns and determined that GLS correctly advised her of all possible fees and that she
  would be responsible for picking up the vehicle. Further, our review found that the auction fees were assessed prior
  to August 29, 2023. The fees are valid, and any delay in the release is unrelated to the fees.
  
  For these reasons, we deny her request for the fees to be waived. We understand that the vehicle remains at
  
  auction. If she is interested in retrieving her vehicle, she would need to contact ******* ****** at ************ to
  schedule a time for pick up and pay the outstanding fees. If she has any questions related to her account, she can
  contact us at the number below.
  
  As of today, the account is past due for her September 2023 invoice in the amount of $350.17, we encourage her to
  complete a payment at her earliest convenience.
  
  Please note, the GLS Escalations Team has attempted to contact Ms. ********* regarding her concerns. If she has
  any additional questions, she may contact the Escalations Team directly at *************
  
  GLS sincerely appreciates her feedback.
  
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. GLOBAL LENDING SERVICE ACCT #: ***********. $15.708.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  11/14/2023

  
  October 13, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *****
  Account No.: **********
  BBB No.: ********
  
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ***** filed with the Better Business Bureau (“BBB”) dated October 3,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On January 9, 2021, Ms. ***** entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2015 ******* ****** from ***** ***** ***. GLS was assigned the Contract, and
  by signing the credit application, she gave GLS permission to access her credit report. Per the Contract, payments of
  $340.07 are due to GLS on the 22nd of each month.
  
  Our review determined the Contract is valid. Our records indicate that she received a copy of this Contract on the
  date of purchase, and we have attached a copy as well.
  
  Per the contract, Ms. ***** agreed that if payment was not received within 10 days after the due date, the account
  may be assessed a late fee of $10 or 5% of the part of the payment that is late, whichever is greater.
  
  We have reviewed her account and determined that GLS is compliant with all applicable federal and state laws. GLS
  is unable to remove the account from her credit reporting because GLS is required to report accurately under the
  FCRA.
  
  As of today, her account is current, with the next invoice coming due October 22, 2023, in the amount of $340.07.
  
  We appreciate her feedback.
  
  
  Thank you,
  
  Shannon G********
  Senior Consumer Complaints Coordinator

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My car was picked up which was well within rights but i was told that i had 15 days (which would be by 9/3) to get my car back. I also was given a location where my car was and was told i could go there to pick up my belongings. On 8/30 i called and spoke with the lady prior to making my payment and was led to believe that it was still at the same location. Immediately after i paid the lady then tells me it’s been transported to a different state 8 hours away. Very unethical! She told me that i could pay to have it towed home and i was responsible for this because they give a disclaimer that your car can be transported…not to a whole different state. It was already on a auction lot preparing to be sold. She informed me that i could request a refund and when i told her i wanted to then told me that it was in and would take 5-10 business days to hit my bank. Because of the holiday i even gave it a few extra days and called back 9/18 and was told the initial lady put the refund in the notes but never processed it and they’d do so today although “it was my fault because they informed me it could be transported and maybe the lady didn’t inform me ahead of making my payment because she didn’t read the notes.” I insisted that i just wanted to know the status of my refund and was told that her manager just put it through and my bank should receive it within 24 hours. I spoke with my bank who states they don’t even see an attempt, called global lending service back and they said give it another 48 hours. It’s now 9/25…i call back again and they say that it was put in on 9/19 and I should wait 5-10 business days from 9/19. I think call again today 9/27 and the gentleman tells me the refund was sent to my bank yesterday and i should wait ANOTHER 5-10 business days from yesterday to get it. I followed up with my bank who states they don’t even see a deposit initiated. Long story short they are attempting to keep my money that I’ve requested back because they say it’s on me

  Customer response

  10/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  This information is not correct, as my bank is still reaching out to you about the funds and state they are still awaiting a response from the merchant who hasn’t responded to them since 9/7/2023 when they’ve reached out to you. On 9/26 you received a message from my bank requesting information on the transaction and stating that I was requesting a charge back and your company have refused to respond to issue the refund. That’s what happened, not what you’ve stated on that date. Your company still has the money and just as with every time I’ve spoken with someone in your company, none of the information is consistent with what a previous representative stated.
  Regards,
  
  ***** *****

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Because if this was the case they’d communicate this very information to my bank when they keep attempting to get a response from gls oppose to ignoring all forms of communication that they are also sending to me. My bank has been reaching out to them since September and has gotten no response back because they also haven’t gotten the money back. 
  
  Regards,
  
  ***** *****

  Customer response

  11/14/2023

  
  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. 
  
  Regards,
  
  ***** *****

  

  Business response

  11/15/2023

  October 6, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *****
  Account No.: xxxxxx****
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ***** filed with the Better Business Bureau (“BBB”) dated September 27,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On July 24, 2021, Ms. ***** entered into a Retail Installment Sales Contract (“Contract”)
  for the purchase of a 2015 Chevrolet Malibu from ***** Chevrolet. GLS was assigned the Contract. Per the Contract,
  payments of $314.94 were due to GLS on the 23rd of each month.
  
  On August 19, 2023, GLS repossessed the vehicle as the account was past due for the May – July 2023 invoices.
  
  On the same day, Ms. ***** contacted GLS regarding reinstating and was advised that she would need to pay
  $1,261.00 and that the vehicle would be moved from the tow lot to auction within 1-10 days.
  
  On August 25, 2023, the vehicle was transported to auction. Our review found the vehicle was transported
  approximately three hours away from the original tow lot. GLS strives to move the vehicle to the closest auction
  available for the convenience of their customer but cannot make promises that it will be within a certain distance.
  
  On August 30, 2023, she completed the reinstatement payment but promptly requested a refund upon learning the
  location of the vehicle. Our records indicate that her refund request was not timely completed, as GLS agents did
  not correctly follow procedure. We sincerely apologize for this error which led to a frustrating customer service
  experience. This matter has been brought to GLS’s Management’s attention for coaching opportunities to ensure
  agents are following the correct procedure in these instances going forward.
  
  On September 26, 2023, GLS received notification that the payment(s) would be charged back via her bank. On the
  27th, the payments were reversed from the account. GLS no longer has the funds, and cannot initiate a refund
  request, as desired within her BBB inquiry. If she does not see the payment(s) in her bank account, we encourage
  her to reach out to her financial institution directly.
  
  Additionally, the GLS Escalations Team has attempted to contact her regarding her concerns but has been unable to
  reach her. If she has any additional questions or needs details regarding the chargeback status of her payment, she
  may contact the Escalations Team directly at 877-********.
  
  GLS sincerely appreciates her feedback.
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator
  
  Enclosure(s): Payment History

  

  Business response

  11/15/2023

  November 13, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *****
  Account No.: xxxxxx****
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ***** filed with the Better Business Bureau (“BBB”) dated November 2,
  2023, 2023. Global Lending Services LLC (“GLS”) appreciates you bringing her additional issues to our attention.
  
  On September 27, 2023, $1,261 was reversed from her GLS account.
  
  GLS has no records of Ms. *****’ bank contacting GLS regarding the chargeback. Our records indicate that the GLS
  Escalations Team has attempted to contact her regarding her concerns, but they have been unable to reach her.
  
  Additionally, we have reached out to GLS’s payment processor, **********, and asked them to contact Ms. *****
  directly in an effort to assist her.
  
  Please note, as noted above, GLS no longer has the funds. ********** has confirmed that the funds have been sent
  back to her financial institution.
  
  If she has any additional questions, she may contact the Escalations Team directly at 877-********. We would be
  happy to talk to her and her financial institution to resolve this issue.
  
  GLS sincerely appreciates her feedback.
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress. Under 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to remain confidential. Furthermore, 15 USC 1681 Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided. I have identified inaccuracies on my credit report from GLOBAL LENDING SERVICE, impacting my financial well-being. I request these inaccuracies be corrected promptly. Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances. For reference, my account details are as follows: Account Number: ********** I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information. Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns. Thank you for your immediate attention to this matter.

  

  Business response

  10/12/2023

  October 5, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ****** *****
  Account No.: **********
  BBB No.: ********
  
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Mr. ***** filed with the Better Business Bureau (“BBB”) dated September 22,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing his issue to our attention.
  
  We appreciate his business. On November 17, 2018, Mr. ***** entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2010 BMW 1 Series from **** **** **** *******. GLS was assigned the Contract,
  and by signing the credit application, Mr. ***** gave GLS permission to access his credit report. This was not a credit
  card transaction. Per the Contract, payments of $532.18 were due to GLS on the 1st of each month. Our records
  indicate that he received a copy of this Contract on the date of purchase.
  
  On March 31, 2021, GLS charged the account off due to non-payment. The account was past due for the November
  and December 2020 invoices, and January – March 2021 invoices.
  
  On May 14, 2021, GLS repossessed the vehicle due to non-payment.
  
  On June 16, 2021, GLS sold the vehicle at auction and applied the proceeds to his deficiency balance.
  
  We have reviewed his account and determined that GLS is compliant with all applicable federal and state laws. GLS
  is unable to remove the account from his credit reporting because GLS is required to report accurately under the
  FCRA.
  
  As of today, his deficiency balance is $11,487.11. Please note, there may be payment options available to him. If he
  would like to discuss these options, he may contact the GLS Deficiency Balance Team at *************
  
  We appreciate his feedback.
  
  
  Thank you,
  
  Shannon G********
  Senior Consumer Complaints Coordinator

• Initial Complaint

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I financed a loan through **** to purchase a vehicle that my ex-husband was financing through Global Lending Services. The loan was satisfied by **** in July and as of today I have still not received the title and/or lien satisfied. **** specifically asked that title with the lien satisfied be sent to me as buyer and I have still not received it. My ex contacted Global Lending last week and was advised that "he should have got it by now" even though I paid the loan off via ****. Now **** is calling me about the delay in getting the title transferred into my name with them as lien holder. Global Lending will not speak to me and I am now very overdue in getting this transferred. Please assist in getting this title sent to me for transfer as soon as possible as this delay has caused a lot of problems for me with my current lien holder.

  Customer response

  10/02/2023

  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. 
  
  Regards,
  
  **** ******

  

  Business response

  10/03/2023

  October 2, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: **** ******
  Account No.: xxxxxx****
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ****** filed with the Better Business Bureau (“BBB”) dated September
  22, 2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  GLS released the title of the vehicle to the borrower, Mr. ****** *******, after a receiving payoff on the account.
  
  Since Ms. ****** is not a listed borrower on the Retail Installment Sales Contract (“Contract”), GLS was unable to
  send the title directly to her address as requested, as that is not the address listed in GLS’s internal records for our
  customer.
  
  While Mr. ****** may choose to transfer his rights to the title, GLS cannot do so directly. We encourage her to
  contact Mr. ****** directly regarding this matter. Again, GLS mailed the title to him directly as he is listed on the
  Contract related to the vehicle purchase.
  
  GLS sincerely appreciates her feedback. If she has any questions, we can be reached at 866-********.
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account number is **********. I called GLC on January 27, 2023 and told the agent that I could not pay my bill next month. The agent said that I could have an extension if I fill out the paperwork and send it back within 10 business days. I sent it back within 24 hours. I called GLS and the rep stated that I was all set. A few months later. I get a series of calls at all hours of the day. Then I received a text that my account was critical. I was told that if I do not pay $1200 within the next few weeks that my car would be repossessed. I made the payments but my bill was still $1800. I call customer care and spoke with the agent. She stated that it did not look like the extension went through. She said she would escalate it to her supervisor. Maria, the supervisor came on the phone and sent me my payment statement., She refused to talk about the form I had for my extension and began to gaslight me about my bill. I told Maria that based on the payment history on my account, I was invoiced for February, March, and April. There was no extension. She again tried to say that the reason I could not see the extension is because I always paid so late. She provided me with the evidence of my payment history to show I was "invoiced" for those three months.

  

  Business response

  10/09/2023

  October 2, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** ***********
  Account No.: **********
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. *********** filed with the Better Business Bureau (“BBB”) dated
  September 21, 2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On August 1, 2022, Ms. *********** entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2015 **** ***** ******** from ******* ****** ****** ********. GLS was
  assigned the Contract. Per the Contract, payments of $551.85 are due to GLS on the 15th of each month.
  
  On January 27, 2023, Ms. *********** completed a payment of $579.44 that satisfied her January 2023 invoice. Please
  note, our records show this is the last payment received on the account until March 28, 2023.
  
  On March 28, 2023, GLS received a payment of $500 that partially satisfied her February 2023 invoice.
  
  On May 4, 2023, a payment of $400 was received, this payment satisfied the remaining amount of her February
  invoice and a partial amount of her March 2023 invoice. At the time of the payment, the February, March, and April
  2023 invoices were generated.
  
  On the same day, Ms. *********** was approved for a 2-month extension to defer her March and April payments.
  This would have her next payment due date scheduled for May 15, 2023.
  
  On May 12, 2023, GLS received the signed extension agreement and processed the extension on the account. An
  email confirmation was sent to Ms. ***********.
  
  Our records indicate that GLS attempted to contact her between May and July due to the past-due balance on the
  account. Records show that her May invoice was not satisfied until July 13, 2023.
  
  On September 6, 2023, GLS assigned the vehicle for repossession as she was past due for her June – August 2023
  invoices. On September 7, 2023, the repossession order was canceled as Ms. *********** completed a payment.
  
  On September 21, 2023, Ms. *********** spoke with the GLS Escalations Team who provided her with a breakdown
  of her payment history. On this call, Ms. *********** stated that she completed a payment on March 15th and April
  15th, please note that GLS has no records of these payments, and we encourage her to send her bank statements
  showing the payments were completed. She can send the statements to ******************************
  
  We have reviewed her concerns and determined that the extension for her March and April 2023 invoices was
  correctly applied to the account. We have also confirmed that all calls were completed within correct procedure and
  call recordings do not indicate that Ms. *********** was treated unfairly or unprofessionally.
  
  Since the extension was applied correctly to the account, we deny her request for a refund.
  
  
  Additionally, the GLS Escalations Team has been in contact with Ms. ***********. If she has any additional questions,
  she may contact the Escalations Team directly at *************
  
  As of today, the account is past due for her August and September 2023 invoices in the amount of $1,055.40. We
  encourage her to complete a payment at her earliest convenience.
  
  GLS sincerely appreciates her feedback.
  
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have gotten stuck with a lemon vehicle through **** ****** Chevrolet, ******, Texas. I made a down payment of 3500. It does not reflect on the loan at all. The balance of the vehicle total is what I am being charged and the 3500 was not applied. The loan should have been for around 9k. I have called them to get it fixed they said they don't have the documents and wont help me.

  Customer response

  10/03/2023

  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. 
  
  Regards,
  
  ***** *****

  

  Business response

  10/03/2023

  October 2, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *****
  Account No.: xxxxxx****
  BBB No.: ********
  
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ***** filed with the Better Business Bureau (“BBB”) dated September 21,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On November 30, 2022, Ms. ***** entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2012 BMW 3 Series from ** ***** **** ******. GLS was assigned the Contract.
  Per the Contract, payments of $392.00 were due to GLS on the 14th of each month.
  
  On December 2, 2022, GLS spoke with Ms. ***** to complete the welcome call. During this call, she stated that the
  dealership owed her repairs on the vehicle. The GLS Agent advised her to call GLS when those repairs were
  completed. Additionally, the customer confirmed she made a down payment in the amount of $3,500.00.
  
  On December 5, 2022, GLS reached out to Ms. ***** for an update on the repairs. During this call, she advised GLS
  that the needed repairs did not affect the driving capabilities of the vehicle and agreed to proceed with funding.
  
  We are sorry to hear that she is now experiencing further mechanical issues with her vehicle.
  
  GLS closely monitors customer complaints received related to actions or inactions of dealerships. GLS contacted the
  Dealer regarding her concerns, and they offered to complete a trade in. We encourage her to work with the Dealer
  directly, if she wishes to pursue further resolution as to the mechanical condition of the vehicle, and potential trade-
  in options.
  
  If Ms. ***** wishes to change the terms of her Contract, she has the option to refinance the terms with another
  finance lender. GLS does not have refinance products to their existing customers at this time.
  
  We have reviewed her concerns and determined that her Contract is valid. Per the Truth in Lending Disclosures
  itemized on her Contract, her down payment was subtracted from the total payments owed to GLS. The Total Sales
  Price listed on the Contract includes the down payment she paid to the Dealer for the purchase and reflects the
  entire amount for the purchase. Please note, GLS does not receive the down payment that is given to the dealer.
  
  As of today, her account is current, with an upcoming invoice date of October 14, 2023.
  
  We appreciate her feedback.
  
  
  Thank you,
  
  Shannon G********
  Senior Consumer Complaints Coordinator
  
  
  Enclosures: Retail Installment Sales Contract, Payment History.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. GLOBAL LENDING SERVICES ACCT #: 200006**** BAL. $14,050.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  10/09/2023

  September 25, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *******
  Account No.: **********
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ******* filed with the Better Business Bureau (“BBB”) dated September
  15, 2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On December 30, 2017, Ms ******* entered into a Retail Installment Sales Contract
  (“Contract”) for the purchase of a 2018 Kia Sportage from **** ****** ***. GLS was assigned the Contract. Per the
  Contract, payments of $664.97 were due to GLS on the 13th of each month.
  
  We have reviewed the account’s tradelines with **********, *******, and ********, and confirmed accurate
  reporting. GLS last reported the account in August 2023 as a Voluntary Surrender with a remaining balance. Enclosed
  with this response, is a copy of her Contract and the Payment History. Please note, GLS has never received a payment
  towards the monthly installment plan per the Contract. The payment history reported is accurate.
  
  On February 2, 2018, she requested to complete a Voluntary Surrender, which was processed this same day.
  
  On February 6, 2018, GLS repossessed the vehicle.
  
  On February 26, 2018, GLS received a payment in the amount of $695.21 for *** insurance cancellation.
  
  On April 12, 2018, GLS sold the vehicle at auction for $15,500.00, and applied the proceeds to the account.
  
  On April 17, 2018, GLS charged the account off due to non-payment. Please note that a Charge Off does not indicate
  that GLS cannot report the remaining balance owed.
  
  We have reviewed her account and determined that GLS is reporting accurate information. GLS has not found
  identity theft present on the account. GLS has timely responded to all credit disputes received. GLS is unable to
  remove the account from her credit reporting because GLS is required to report accurately under the FCRA.
  
  As of today, her deficiency balance is $14,050.84. Please note, there may be payment options available to her. If she
  would like to discuss these options, she may contact the GLS Deficiency Balance Team at *************
  
  We appreciate her feedback.
  
  Thank you,
  
  Shannon G********
  Senior Consumer Complaints Coordinator
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is fraudulently selling *** ********* and not paying out on the insurance by dragging their feet while still billing the customer. I had a loss and it was settled in July and the *** ********* was supposed to complete the transaction, they never did and claimed that they never received documents needed but they were sent 5 times. I asked for an escallation to a manager twice and was not allowed to speak to one. I need this resolved asap.

  

  Business response

  09/28/2023

  September 15, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ***** *****
  Account No.: **********
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. ***** filed with the Better Business Bureau (“BBB”) dated September 6,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On May 26, 2022, Ms. ***** entered into a Retail Installment Sales Contract (“Contract”)
  for the purchase of a 2022 ****** ****** from ********* ****** **********. GLS was assigned the Contract. Per the
  Contract, payments of $671.70 are due to GLS on the 11th of each month.
  
  Please note, GLS does not sell *** products as stated in the BBB inquiry. Ms. ***** purchased *** ********* from
  the Dealer when she purchased the vehicle, and GLS financed the purchase.
  
  We appreciate her contacting us regarding her concerns. Our review found that GLS has timely assisted her in filing
  her total loss claim.
  
  On July 5, 2023, GLS was advised that her vehicle was involved in a total loss accident.
  
  On July 6, 2023, GLS sent Ms. ***** the Total Loss Letter (enclosed). This letter states that the fact that her vehicle
  was a total loss does not change her Contract’s repayment terms and that she is still required to complete payments
  per her Contract until the account is paid in full.
  
  On July 20, 2023, ******* ****** ********* paid GLS $25,227.68, which was applied to the principal balance on her
  account.
  
  On the same day, GLS initiated a *** claim with ***** **** **** (“*** ********”).
  
  On July 26, 2023, GLS was notified by the *** ******** of the documents needed to process the claim. GLS was also
  advised that she would need to contact the *** ******** to report the total loss, which GLS communicated to her
  on the same day.
  
  GLS records indicate that the GLS Total Loss Team has been following up regularly with the *** ******** and
  requesting updates on this status. Additionally, the Total Loss Team has been in contact with Ms. ***** regarding
  the information needed from her in order to proceed with the *** claim.
  
  On September 13, 2023, GLS contacted the *** ******** and was advised that they are awaiting her to contact them
  to report the total loss. GLS was also advised that the declaration page was needed. Our records show the Total Loss
  agent contacted ******* ****** on behalf of the customer to request the document.
  
  We have reviewed her concerns and determined that GLS is diligently working with Ms. ***** and the *** ********
  to process the *** claim.
  
  
  Per her inquiry, Ms. ***** stated that GLS denied her request to speak to management. Our records indicate that
  the GLS Escalations Team followed procedure regarding her request and her concerns were escalated to
  management for review.
  
  As of today, her account is past due for her September 2023 invoice in the amount of $671.70. We encourage her
  to complete a payment at her earliest convenience.
  
  Please note that *** coverage does not typically include missed or late payments, including interest that might
  accrue due to any late or missed payments. We encourage her to complete payments until the balance is paid in
  full. GLS continues to follow up with the *** ******** weekly to request updates. She may also contact the *** ******** for an update while her claim is pending.
  
  GLS sincerely appreciates her feedback. If she has any questions, we can be reached at *************
  
  
  Thank you,
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every month I pay the current charge plus any fees shown when I login to my account online. I receive email confirmations for every payment that has been made. I believe my account is current according to their website and my email confirmation. Even their FAQ section on their website shows that all my payments will be applied and fees will be paid. This is from their website: "Payments are first applied to the interest that has accrued on your account since your last payment. We then apply the rest of your payment towards principal. Any funds paid in excess of your monthly installment amount first pay outstanding fees and then are applied to the principal" This is false. They did not apply my payment to fees first. They applied to the principal. I found out on 8/30/23 that I owe $150 in late fees because when I paid the late fees they did not apply those to bring my account current. They applied them to the principal which does not align with what their online payment system showed me or even what is on their own website. Account Managers submitted a request to redistribute my payments but my request was denied. This is a false lending practice, violates the truth in lending act, and makes my payment confirmation a lie.

  

  Business response

  09/21/2023

  September 14, 2023
  
  Submitted electronically via BBB Portal
  Attention: Cindy R*****
  
  Re: ****** ****
  Account No.: **********
  BBB No.: ********
  
  Dear Ms. R*****,
  
  This letter is in response to the inquiry Ms. **** filed with the Better Business Bureau (“BBB”) dated September 5,
  2023. Global Lending Services LLC (“GLS”) appreciates you bringing her issue to our attention.
  
  We appreciate her business. On June 25, 2019, Ms. **** entered into a Retail Installment Sales Contract (“Contract”)
  for the purchase of a 2019 *** ******* from ********** ****** *******. GLS was assigned the Contract. Per the
  Contract, payments of $562.21 are due to GLS on the 23rd of each month.
  
  As noted in the inquiry, GLS applies payments first to interest accrued on the account since the last payment. We
  have included the Principal and Interest Statement for her additional review, which indicates the principal and
  interest split, and how payments have been applied to the balance.
  
  Our review determined that GLS has applied payments to her monthly installments per procedure.
  
  Please note, overpayments of monthly installments are applied in this order on accounts: 1.) current payment due,
  2.) late charges, 3.) miscellaneous fees, and 4.) credit towards future monthly payments. We understand that Ms.
  **** made payments intended to be applied to her late fee balance, but due to the delinquency on the account, the
  funds were applied to her past due balance in order to bring the account current. Additionally, the overpayment she
  completed on June 30, 2023, was not applied towards her existing late fees, but towards the July 2023 invoice
  because it was already invoiced to the account.
  
  On August 31, 2023, a GLS agent advised her that they would submit a request to have funds from her previous
  payments applied to her late fee balance.
  
  On September 1, 2023, the request was denied as the reapplication of the funds would cause the account to become
  further delinquent and would result in additional daily interest accruing.
  
  On September 7, 2023, she spoke with the GLS Escalations Team who assisted her with changing the monthly
  payment due date on the account to the 23rd of the month. This due date will take effect on October 23, 2023. She
  was also advised that late fees do not accrue additional interest and can be paid at any time over the life of the
  Contract. Additionally, she was advised that once she makes a payment, and the account is current, if she wishes to
  complete a payment toward her late fee balance, she can contact GLS directly.
  
  We have reviewed her concerns and determined that the late fee balance is.
  
  GLS sincerely appreciates her feedback. If she has any questions, we can be reached at *************
  
  
  Thank you,
  
  
  Chelsea P*****
  Senior Consumer Complaints Coordinator
  

*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. ↩