Complaints

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

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• 

  C & F Finance Company

  PO Box 38456 Henrico, VA 23231

  
• 

  C & F Finance Company

  5500 Audubon Dr Henrico, VA 23231

  

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:09/19/2023

  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.

  January 2021 I purchased a 2011 jeep Liberty from *************** in ************ ** to make a living transporting small packages. Always keeping maintenance on the Liberty monthly, the ************* were changed every 5-6 weeks do to high milage. Express oil change on S Church street regularlychanged the oil. The last oil change November 2021, Express failed to tighten the underbody s**** causing the engine to seize. ***** ******** expects full payment for the balance owing

  

  Business Response

  Date: 09/25/2023

  Please see the attached response letter.

• Initial Complaint

  Date:03/04/2023

  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.

  This account in question closed August 2021. I received a notice stating the balance has increased by $50. What is the true balance? Is this account open or closed?

  

  Business Response

  Date: 03/08/2023

  Please see the attached correspondence.

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

   

  The account shouldn't be marked as closed. 
  
  
  
  

  
  

• 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.

  Was added to my credit report. It should be removed due to I was told by a representative to leave vehicle at a repair shop I had taken it to have a timing chain repaired. Told to leave it after exchanging words with Owner after he called Me A N***** Wanted to go get my vehicle wasn't my call to leave it. This Credit Line should be removed. Vehicle was left there 6/2018

  

  Business Response

  Date: 01/26/2023

  Please see the attached cover letter and complaint response.

  Customer Answer

  Date: 01/29/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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.

  On Saturday January 7 2023 I tried making a payment to C&F Finance and the account is blocked from accepting payment from me. The balance on the account at the time was a little under ****. On January 9th I called into C&F Finance to make a payment I spoke with a male explained that I was trying to make a payment but couldnt he stated that the account is blocked for payments because my vehicle is up for repossession. I offered him the payment I was trying to make on Saturday morning he asked when would another payment be made and I told him next month. He stated if I wasnt giving him another predated check by the end of the month he was not accepting any payments.So now this very unprofessional representative of C&F Finance said he was repossessing my car unless I make 2 payments again he refused to accept the payment that was being given to him. I said I would reach out to corporate in response to his refusal to accept my payment. His response was I am corporate then said his supervisor wants to speak with me. He transfers the call to someone else who tried his best to sound intelligent he also said he wanted 2 payments or hes repossessing my car. When I told him no he asked me where was my car parked and to give him the keys. I hung up.Now I know this was no supervisor and dont believe my car was up for repossession what this was was 2 employees that violated the ***** laws. On January 10th 11th 12th and the 13th I received text messages from C&F Finances asking for payments even had the website where I could make a payment. Tuesday January 17th a representative from C&F Finance came to my home and left his card in my door asking me to call the office. The tactics used were harassing and abusive tactics to force me to do something I made very clear I could not do. I will be looking into my legal rights within the *****. There was false, deceptive and misleading statements made by 2 employees of C&F Finance which I will not tolerate, this wasnt the 1st time but it will be the last. I had this same problem in November of 2022. This account would not be 3 months behind had your employee refused to accept a payment.

  

  Business Response

  Date: 01/26/2023

  Please see the attached cover letter and complaint response.

  Customer Answer

  Date: 01/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  On May 26th, 2022 at 12:50 pm I sent c&f finance an an email giving them my new phone number, which they claim I never gave it the them in September 2022 as well, I also mentioned that I had called numerous times to discuss options to avoid repossession with zero luck. I received an email the next day at 2:19 pm saying that because of the current status of my account I had no time. Obviously I was reaching out for help and was denied. On June 10th, 2022 they repossessed my vehicle. Now suddenly they could offer help and I could "redeem". However, after paying what they required, my account was still left with past due status. Part of the past due status is thanks to creditor fraudulently charging a couple of late fees where payment had been accepted and processed within the allowable time frame. I also had to pay transportation fees of $200 when I retook possession of my truck, because the repo company sent the truck to auction on day 4 after repossession. Reinstatement of an auto loan where the debtors past due status stays negative after reinstatement is a trap. Better hope my truck hasn't been sold at auction yet.

  

  Business Response

  Date: 01/11/2023

  Good afternoon!

  Please see the attached response from C&F Finance Company.

   

  Thank you!

  Customer Answer

  Date: 01/23/2023

  
  
  

  I'm not satisfied with the answer I received from C&F finance. I spoke to *****************, Assistant Vice ****************** of Loan Servicing. *********** was extremely rude and refused to discuss my concerns with fraudulent late fees assessed, and told me several times that I was lying when I mentioned a payment not showing up and another payment that didnt credit until well over a month after it was received. please see attached documents that prove my case on those matters. *********** was only interested in trying to get more money out of me and get me off the phone. I would like to know how the situation was any different from when i tried to get payment assistance pre repossession and post repossession. You stated because of insurance and policy, although the situation was the exact same on both dates. Im extremely confused. C&F Finance refused to help a customer that previously made 13 of 13 on time payments and 18 payments total where I was never over 2 months behind, until I found out my marriage of 23 years was ending. What about 15 U.S. Code **** Determination of finance charge. I did not previously have an auto insurance policy, I had to obtain brand new insurance as required, to purchase the vehicle. 12 CFR ****** Finance Charge. When the Assistant **************************** all concerned about payments not being timely credited and late fees being assessed when they shouldn't be, it's a huge problem. DO NOT FINANCE ANYTHING WITH C&F FINANCE. I have several documents, all stating a due date of Sept 14, 2022, with significantly different amounts. This finance company takes confusion and deception to another level. I will not stop until I get proper remedy for what has been stolen from me. Please note, part of Jan, 2022 payment didnt post until March of 2022. What happened to September 14th, 2022 payment? All attachments will be in seperate email, Thanks, **********************

   

  One of the main things I want to push is the fact that I reached out to them for help almost 2 weeks before it was repossessed the first time, but I was denied because of a company policy that didn't disclose until recently, yet they helped after it was repossessed and they added a lot of unnecessary repossession fees etc. The situation did not change in regards to their policy before or after the repossession in any way besides all of the repossession fees etc. It was a wrongful repossession where they committed fraud against me. Thank you, **********************

  Customer Answer

  Date: 01/24/2023

  See attached. 

• Initial Complaint

  Date:12/16/2022

  Type:Billing 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.

  I have been with C&F Finance since June 2022. Everything was fine up until the last couple months. Online my statements have stop posting for some reason. I have been emailing and calling to get copies of my statements because I like to track the interest and principle pay off. It's mid-December and the last statement that's available online that will show me the information I like to track is from October 2022. Only my first four statements July-October 2022 statements are viewable. There is no November 2022, December 2022 and I am sure when January comes that one will also not be available to view. I have called and emailed several times and cannot get an answer or resolution as to why I cannot see my recent statements online. No one responds to my emails and calling in doesn't help. I get told it will get researched and I would receive a call back, doesn't happen. My payments are on auto-pay and I always pay more than the contracted amount and I need to be able to see my monthly statements showing how much went to interest and how much went to principle so I can track my payoff on my personal spreadsheet that I keep. January 2023 will be month three that I have not received a statement.

  

  Business Response

  Date: 12/30/2022

  Please see the attached response from C&F Finance Company.

  Customer Answer

  Date: 01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************