Complaint Review: Nuvell Financial - Little Rock Arkansas

My husband and I have an auto loan through Nuvell Financial and make our payments on time every month. However, in December we fell upon a little bit of a hardship which caused several hundred dollars in prescriptions. We called Nuvell (10 days before payment was due for January) and asked about a deferrment. We were informed that they would have to put the deferrment through the approval process. Because Nebraska state law does not allow for extension fees, if the deferrment was approved, they would charge us a late fee to cover the processing charge of the deferrment.

I called back a couple of days later to see if the deferrment had been approved and learned that it had been denied. We thanked them anyway, made other arrangements to cover the cost of our prescriptions, and made a payment online to Nuvell THAT day. I made the payment 5 days before the due date, and no late fees were assessed.

I went online to my bank today to balance my check book and found that the Nuvell payment that I made was deducted as usual, and 2 days before the due date, but there was also a charge for $32.04 on my account.

I called Nuvell and explained that we were told that if the deferrment was approved there would be a charge since Nebraska doesn't allow exception charges, but we were denied and the charge is on the account. The girl said "Well, that's the process". I told her that we were not notified that there was a process that would charge us a fee for applying, and asked that she reverse the charge. She again said that she couldn't reverse the charge because "that's the process". I told her that it may be her process, but we were not informed of such process, we did not sign any agreement regarding this particular process, and they have deducted funds from our account without our permission. She then transferred me to a supervisor who talked in circles and eventually hung up on me.

I explained the situation again, she said that the process is that there is a $100 extention fee if the loan is approved, plus a $32.00 late fee regardless if the loan is approved or not. I told her that we were not informed of this. She said that her notes show that they informed us. I told her that it's not possible that they informed us of this exactly as the extension fee of $100 is not legal in Nebraska. She then said that the late fee is because I had an outstanding late fee on my account. I told her that I did not have an outstanding fee, I just paid my current payment online (5 days early) and it also did not specify any late charges as I pay early each month. She said that I was wrong, and I did owe a late charge. She then said that $3.00 of it is a check by phone charge. I laughed and asked what they h*** she was talking about? I have NEVER paid Nuvell check by phone. She then said that it was a $3.00 online payment charge.

At this point I asked her if it was an extension fee, late fee, check by phone fee, or online payment fee? I've gotten 4 stories, which one is it? She then hung up on me.

My husband is on the phone with them now, without receiving much further assistance. If they do not reverse the charges, we will simply call our bank to reverse the unauthorized charge of $32.00, although I'm sure that Nuvell would then charge me a return item charge, and charge the original $32.00 whatever fee back to my account.

Amy

Bellevue, Nebraska

U.S.A.