ComplaintsforRoadrunner Financial Inc.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Financial Institution removed double payments from my account without my permission. I have been in contact with them via phone and email. I cannot get a straight answer when this money will be refunded. I believe this money should be refunded immediately. This is not good business practice, and no way to establish trust between a provider and a customer.

  Business response

  11/15/2024

  Due to an error with our payment processing system, your last payment made on November 5, 2024 resulted in your ACH payment being processed twice. We are deeply sorry for this mistake, and promise to make it right. First and foremost, we want to assure you that we will issue refunds for any duplicate transactions or fees incurred as a result of this error. However, this process may take some time to resolve and could require your assistance. Please refer to the information in this email to address any issues that you may have experienced, so that we may address it in the quickest manner *********** the transaction(s) may take a few days to process, they might appear in your account as pending. Depending on your bank, this system error may have resulted in one of three scenarios:
  
  One payment was settled and one returned
  Action needed: If you incur any fees as a result of this error, please send documentation of the fees charged to ******************************************************************** for a refund.
  Both payments were settled
  We will automatically issue a refund to your account for the amount of the duplicate transaction. We will also refund any fees you incur in relation to this error.
  Action needed: If you incur any fees as a result of this error, please send documentation of the fees charged to ******************************************************************** for a refund.
  Both payments were returned
  Action needed: Please return to our portal and make your payment again. We will waive any related late fees.
  We are working closely with our processing institution to ensure that we are appropriately remedying the situation and to avoid similar issues in the future. If you have any questions, please contact us at ************** (Mon.-Fri. 8:00am-5:00pm CST) or email us at ********************************************************************.

  We are deeply sorry for any inconvenience we may have caused you. We appreciate your business and strive to do better in the future.

  Sincerely,
  Customer Service Team
  Roadrunner *********************

  Customer response

  11/15/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Unauthorized Account Due to Identity Theft Roadrunner **************** To Whom It May Concern,I am writing to report an unauthorized account with ********************** **************** on my credit report. This account is a result of identity theft, and I have not authorized or opened it.Account Details:Creditor: Roadrunner **************** Open Date: March 17, 2020 Account Number: ****** Please assist in ensuring the removal of this fraudulent account from my credit report.

  Business response

  11/13/2024

  Roadrunner **************** has reviewed this account and related documentation regarding
  your claim of fraud and/or identity theft. We have determined there is insufficient documentation
  supporting your claim and have not been able to substantiate your claim that the account was
  established fraudulently. Therefore, no adjustments or changes will be made to the account
  other than to report that you dispute the trade line as reported.

  
  Please let us know if you have any questions or if we can be of any further assistance. You can
  reach us at ************** between the hours of 8 am to 6 pm CT Monday through Friday or
  you can email us at **********************************************.
  

  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took money from me then said I didn't pay my payment to roadrunner financial when I clearly have the proof it was paid and I sent it to them to prove it they still didn't fix the issues and now charging me double they keep contacting me wanting the double payment I refuse due to I already did Pay it early before the due date I included the proof here as well I just need help with this matter

  Business response

  09/24/2024

  Re: Account Number: ******* Dispute Investigation Results
  
  Dear ******** *******;
  
  We are in receipt of your BBB Complaint.  In your correspondence, you allege that we took money out of your bank account without crediting your account with us.  Our records indicate a payment on June 12, 2024, a payment on August 1, 2024 and an attempted payment on August 30, 2024, which was ultimately reversed.  Depending on your bank, it is possible that the payment may have shown temporarily in your account as cleared before ultimately reversing.  You allege that we are charging you double.  Your balance reflects the principal and interest of the reversed payment and any associated fees.  We charge only in accordance with applicable law and the governing contract.  
  
  If you have additional questions, you can write to us at the above noted address or contact us by telephone at ************.
  Very truly yours,
  Roadrunner Financial, ****

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Voluntarily returned a camper back in March. They are telling me they still have not sold the camper. I cannot get this resolved. It was a personal loan. They have it marked differently on my credit report. As a repossession, they have not sold the unit. They will not sell the unit as it is brand new. Until my gap insurance is depleted, so they can save money. Why? The company refuses to answer any questions why they refuse to sell it. It's beyond me. I'm hoping a Better Business Bureau will get them straight. And at least have them contact me and keep me informed of what's going on which they have not done not.

  Business response

  07/12/2024

  ************************,We are in receipt of your BBB Complaint dated as of July 11, 2024. The camper that you voluntarily surrendered in March is at auction and will be sold in the normal cause of business and in accordance with applicable law. We sell all of our repossessed units, regardless of age or condition; however, this is considered a used camper. In addition, we do not make personal loans. Our company finances consumer credit sales. However, we investigated our credit reporting of your account, and confirmed that it is being reported accurately. Generally, a voluntary surrender is a form of repossession and would be reported to the credit bureaus accordingly. Also, GAP insurance covers some or all of an outstanding balance on an account typically after an insurance loss. As the vehicle was not involved in a total loss claim, GAP insurance would not be apply. You may reach out to your GAP provider for further information. We will notify you when the unit sells in accordance with our requirements under applicable law. Should you have any further issues, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement. Please reference your BBB review. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The account was paid in full on 6/25/2024. My title still has not been released as of today, 7/10/2024 and I am being told that it will be another 2-3 weeks before it is. This company moves at it's own pace with zero regard for anyone else. Extremely quick to get ahold of you if there is an issue but then wants to drag a title release out for almost 6 weeks. Disgusting. Do not use it under any circumstances.

  Business response

  07/12/2024

  ****************, We are in receipt of your BBB Complaint dated as of July 11, 2024. We have completed an internal investigation, and we have found no wrongdoing on the part of our business. Your account was paid off on June 25, 2024. As of today, we have already requested electronically through the state that our lien be removed. This usually happens within a day, but this is a process on the state's end, so we have no control. After the lien is released, it usually takes the state up to 2 to 3 weeks to process the paper title to the customer. Again, we have no control over this process. We apologize for any inconvenience this may have caused. Should you have any further issues, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve your issue. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a motorcycle through roadrunner financial with a 91% payment history! Never been late until they took my payment and put it toward the principal and made me late or behind so on June 15th they picked my bike up why? Who told them to put my payment there its not my fault they did that

  Business response

  07/12/2024

  **************, We are in receipt of your complaint filed with the BBB. We have reviewed your complaint, and we have found no wrongdoing on the part of our company. None of your payments were ever applied straight to principal. Standard payments are applied first to interest, then to principal, then to fees. If a payment is missed, the next payment made goes to cover the outstanding interest, principal and fees before the current payment can be covered. Therefore, if you do not make the makeup payment plus the new payment due, you will remain in default. Kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, if you have any further questions or concerns. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/7/23, I requested to update my address, as I had moved out of state (**).On 7/16/23, RoadRunner Financial mailed my motorcycle title and original lien release letter to my previous address (**) after being informed of my new address.On 5/21/24, NJ MVC rejected my application for a duplicate title because I could not provide an NJ registration, NJ insurance (I no longer live in ** and cannot obtain a NJ registration or NJ insurance), or the original lien release letter (scanned copy not accepted) required by NJ MVC. On 6/24/24, I called RoadRunner Financial to explain the situation and request assistance. I was told by their customer service representative there was nothing they could do. I requested a call back from a manager and was told to expect one in ***** hours. It has been 7 days and I have not received a call.On 7/1/24, I spoke to the ** DMV about the situation and was informed only NJ can provide a title for this vehicle (please see 5/21/24 note).I am now in possession of a motorcycle I cannot register or sell. I am seeking a replacement title with the lien removed. If there is truly "nothing they can do", I am seeking a refund for the amount financed through RoadRunner financial and in return, RoadRunner financial can take possession of the vehicle.

  Business response

  07/16/2024

  Hi ******,   We have completed an investigation, and we apologize for failing to update your address in our system.  We have sent you an email with detailed instructions on how to obtain a duplicate title with the state of ***********  We tried to reach you by telephone several times, but we were unable to connect with you.  Should you have any further questions or comments, you can reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve the issue. Thank you, the Roadrunner Financial **************** Team

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have followed the instructions on how to obtain a duplicate title with the state of **********, but these do not align with the ***** policies.  Since I do not have the original lien release letter, a valid NJ driver's license, NJ vehicle registration, or current NJ insurance, I do not qualify to apply for a duplicate title (attached).  I do not have these items and cannot obtain these items because I am currently a resident of ******** state.  I have reached out to the ***** for assistance as well and they cannot provide a letter certifying the vehicle was never titled in *********  I am requesting Roadrunner obtain a duplicate title since they have acknowledged sending my title and original lien release letter to the incorrect address. 

  Additionally, I have not received an email or phone call from Roadrunner Financial.  The instructions I have followed were provided via phone, as outlined in the original complaint.  Updated contact information was provided via email and phone, as outlined in the original complaint. 
  

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

  Business response

  07/23/2024

  Hi ******,
  
  We are in receipt of your latest BBB response.  We understand your frustration.  We have been having a bit of trouble getting in touch with you.  We have been in touch with both the ******** and New Jersey DMVs trying to get this sorted for you.  
  
  In this situation, we need to request a duplicate title.  There are two ways to do this.  
  
  1. You can change your address via the ** DMV website: ********************************************************** apply for the duplicate title via website: *********************************************;(we can reimburse any fees incurred with proof of receipt).
  
  2. We can submit through our title vendor a duplicate title request, but we will need authorization letter signed by the customer to allow us to proceed with the request. Additionally, we will need to contact the ** DMV to request a letter stating the collateral is registered and not titled in that state.  We have already engaged our title vendor to help us with this option, but please contact us at ************************************************;so that we can get you the letter to sign.  
  
  We are doing everything we can to get this taken care of for you, but if you could please contact us, we will be able to move forward.  Please let us know if you have any questions.
  
  Thank you,
  The Roadrunner Financial ****************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a phone call from Roadrunner Financial Services (information below) and my credit report recieved an inquiry that state it will remain on my credit report until 6/25/2026. I believe that someone stole my information and is taking out a loan from this company. I want this investigated as soon as possible and the inquiry removed from all the credit bureaus. Thanks.OCTANE LENDING AKA Roadrunner Financial Address ************************************* Record details On record until Jul 2026 Inquired on 06/25/2024 Comment Sales Contract on behalf of ROADRUNNER FINANCIAL. This inquiry is scheduled to continue on record until Jul 2026.

  Business response

  07/08/2024

  ************, We are in receipt of your BBB complaint. An application was submitted purporting to be you on June 19, 2024. Our software was able to identify a fraudulent driver's license was submitted, and the deal was declined. As of July 3, 2024, we have submitted a request to have the inquiry suppressed from your credit bureaus. Please note that this may take up to 3 business days for processing. We apologize for any confusion or inconvenience caused. Should you have any additional questions or comments, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve the issue. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem I am having with this business is, I decided to pay off my account this month and recieved and an email stating my payment was reversed from a previous payment I called roadrunner to see what is going on and noticed it said I still owe $445.65 they stated one of my payments were reversed so I still owed this amount after looking into my account the woman stated my account added up and I should be paid off so she passed me to a supervisor after the supervisor did some digging she stated I owed that amount because of payments I did in the past were logged as full payments because I paid 2 different ways so interest added on those so after paying off my account the system generated $445.65 of interest that accumulated from these types of payments and that's how I owe the amount still which sounds very illegal to me why was this not caught sooner why did it take me paying off my account to generate this amount and why is there nothing in my account stating this

  Business response

  03/25/2024

  We are in receipt of the consumer's dispute and performed a full investigation of his claim. Upon review we are unable to substantiate any wrongdoing on the part of our company.  The customer made their payoff payment on 3/15/24 as indicated.  However, on 3/20/24, a payment made on 3/01/24 was returned.  Therefore, 1 payment remains outstanding along with applicable interest due.  The documents provided by the consumer further show 2 payments being returned and only 1 being resolved.  We would encourage the customer to contact us to discuss the matter further and ascertain the amounts needed to close out his account.  Otherwise, we deem this dispute closed.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On record! Intend to file a complaint against ********* My account became 30 days past due. Roadrunner completely made the account inactive, which would not allow me to bring the account current. Company came to my place of residence to repossess my property. I talked with Roadrunner everyday since the an account became delinquent, so that I could bring the account current, but ********************** refuses to allow any payments. Roadrunner has never had an issue reaching me regarding my account, but they are now reaching out to all of my relatives and in-laws to discuss this matter. My son thats away at college has been contacted repeatedly by Roadrunner. Roadrunner is now calling my phone more than ten times a day, from different phone numbers. Roadrunner has now been refusing my payments going on three month their only resolution is repossession

  Business response

  04/18/2024

  We are in receipt of your Better Business Bureau complaint dated as of February 5, 2024, requesting that we review your account.  We are sorry that you had a bad experience with our company. We have completed a thorough review of your account and payment history and were able to determine that the information that is being reported is accurate.  Therefore, no adjustments have been made to your account.  
  
  
  Although we cannot comment on the specifics of the account, typically once an account becomes delinquent, payments may no longer be made via the online portal so as to avoid payment followed by repossession.  Payments are, however, accepted via phone or check.  Your request to be contacted by the business cannot be completed due to your previous requests to not be contacted by the business.  In addition, we have marked all third parties related to the account as do not call.  
  
  If you have additional questions or need further assistance, you can write to us at customerservice@roadrunnerfinancial.com or contact us by telephone at *************  
  Very truly yours,
  
                                                                          Roadrunner Financial, Inc.
                                                                          Customer Service Dept.

*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. ↩