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Frequently Asked Questions

Below are our most frequently asked questions and their answers. If you still have questions that are not answered below, please contact us for additional information.

What are your business hours?

Our branch locations are open Monday through Friday from 8:30 a.m. to 5:30 p.m. Our Insurance Services Department is available Monday through Friday from 5 a.m. to 5:30 p.m., Saturdays from 6 a.m. to 2 p.m.

What is eServices?

eServices offers secure access to manage your account via our web portal and mobile application. The following convenient and secure self-service functionality is available.

  • View your account balance and payment history
  • Schedule one-time and monthly automatic recurring payments
  • Send and receive secure messages with a live agent
  • Update your address, mobile number, and email address
How do I register for eServices?

Click here, then follow the simple steps. You will need your account number, date of birth and zip code to link your account to make payments and view your account details and payment history.

How do I reset my eServices password?

If you need to reset your password, click on “Sign In”, then click on “Forgot Your Password?”.  You will be prompted to enter your email address or mobile phone number and a link will be sent to you to reset your password. If you have any trouble with this process, please contact the branch that services your account for further assistance.

Will I receive a monthly statement or payment coupons?

They are available upon request to your branch location that services your account.

How do I make payments?

Online – ACH and debit card electronic payments can be scheduled via eServices online or with the mobile application. You can authorize one-time same day payments, one-time future dated payments, and monthly automatic recurring payments. Monthly automatic recurring payments are available by ACH only.
Telephone – You can schedule one-time ACH and debit card payments with a live or virtual agent by calling the branch location that services your account. A convenience fee may apply.
Mail – Checks, money orders, and cashier’s checks can be mailed to the branch location that services your account. Please write your account number on the check, money order, or cashier’s check.
Branch Office – Checks, money orders, cashier’s checks, and cash are accepted in all the branch locations.

How do you apply my monthly payments?

We apply each payment you make first to any assessed fees, then to interest or finance charge, and then to your principal balance.

How does finance charge or interest accrue?

Interest (if a loan) or finance charge (if a contract) accrues daily on your unpaid principal balance at your interest rate (if a loan) or Annual Percentage Rate (if a contract). In order to calculate how much interest accrues each day, divide your interest rate or APR (as applicable) by 365 (or 366 in a leap year), and then multiply this amount by the unpaid principal balance.

For example, if your unpaid principal balance is $6,000 with a simple interest rate of 29.99%, the calculation is 29.99% (.2999) / 365 = .08216 x $6000 = $4.930 interest per day.

If I pay a monthly payment late, pay less than my monthly payment, or you agree to extend my account, how will that affect my interest or finance charge costs?

Since interest or finance charge accrues on your principal balance on a daily basis any delay in repaying your principal balance will result in additional interest or finance charge accruing over the life of your account. The sooner you pay down your principal balance the less interest will accrue. You can save interest by paying before your payment due date, paying more than your monthly payment amount, or doing both. On the other hand, you will incur additional interest by paying after the payment due date each month, paying less than the monthly payment amount, or doing both.

Does my contract or loan allow for a grace period?

No. Payments are due on or before your due date, meaning that if a payment is late or not made, your account is in default. However, we do not immediately assess a late charge. Please see your contract or loan documents to review your late charge provision. Please also remember that paying late delays repayment of your principal balance resulting in additional finance charge or interest costs accruing over the life of your account.

Can I change my due date?

Typically, we will allow a customer to change their due date once during the term of their contract or loan, if we decide the change will truly help the customer make future payments on time. Please contact the branch location servicing your account to discuss your request.

What should I do if my monthly payment is going to be late?

Please contact the branch location servicing your account to discuss your situation.

How do I obtain a payoff amount on my contract or loan?

Please contact the branch location servicing your account.

Why is my unpaid principal balance different from my payoff amount?

The unpaid principal balance available through eServices or on your monthly statement (if applicable) is not your payoff amount because your unpaid principal balance does not include accrued but unpaid finance charge or interest, accrued but unpaid late charges or other fees (if applicable), and any refunds of insurance premiums (if applicable).

What is the Prior Short or Over Amount?

It is the difference between the amounts that have been paid and the amounts that are due. For example, if you are due for $315 and you only pay $300, then you are $15 short. Conversely, if you are due for $315 and you pay $325, then you are $10 over.

Why does my payment amount due differ from my monthly payment amount (if applicable)?

Your payment amount due includes any regular monthly payment(s) due, any unpaid late charges and any prior short or over amount. Provided your account is not in default, the minimum amount necessary to advance your payment due date is the lesser of your payment amount due or regular monthly payment(s) due. However, please remember you will generally accrue less interest or finance charge in the future if you pay the greater of the two amounts. If your account is in default, we may require the greater of the two amounts or a different amount.

Do you charge a penalty for prepayment?

No.

Do you report to the credit reporting agencies?

Yes. We report to all three national credit reporting agencies: Equifax, Experian, and TransUnion. We report on a monthly basis at the end of the month in the standard format required by the credit reporting agencies.

I think my account is reporting inaccurately to one or more of the credit reporting agencies. What do I do?

You may dispute any inaccurate information contained in your credit report by initiating a reinvestigation with the consumer reporting agencies, a direct dispute with us, or both. To initiate a dispute with the consumer reporting agencies you can visit www.equifax.com, www.experian.com, or www.transunion.com for more information. To initiate a dispute directly with us, you must provide us sufficient information to identify your account, the specific information you are disputing and supporting documentation, such as a copy of the relevant portion of the credit report containing the information you are disputing, a police report (if applicable), or a fraud or identity theft affidavit (if applicable).

Who do I contact if I think I may be a victim of identity theft?

If you think that an account may have been opened fraudulently, please contact us at (888) 462-3003. Other actions for identity theft victims can be found online at www.identitytheft.gov.

What types of insurances do you offer?

We offer vehicle, property, business, and other insurance products to all qualified customers. We also make available optional ancillary products to our loan customers.  For more information, click here.

What types of insurance discounts do you offer?

Depending on the type of policy you are looking for, we can provide quotes with several types of discounts including multi-car, multi-driver, multi-policy, new car, paperless, good student, and many others

Why should I request a insurance quote from your Insurance Services Department?

When you request a quote from our Insurance Services Department, we contact several A rated carriers on your behalf to try to get you the right coverage at the right price. Furthermore, when you speak with our agents by telephone they may find that you qualify for additional discounts which could save you even more.

If I currently have an insurance policy with another company but want to switch to you, can I?

Yes. You can cancel your current policy and may be entitled to a prorated refund of your premium. However, make sure your new insurance policy with us is in effect before cancelling to avoid any lapse in coverage.

How do I file an insurance claim?

Contact the claims department of your insurance carrier as soon as possible. If you need additional assistance with a claim on a policy you purchased from our Insurance Services Department you can also contact our customer care team via chat  or telephone at 833-331-0017 during regular business hours. If you need additional assistance with a claim on an optional ancillary product you purchased at loan consummation you can also contact your branch location.