New report: COVID-19 pandemic worsens existing consumer problems with car buying

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CFPB data shows a jump in auto loan complaints


New report: COVID-19 pandemic worsens existing consumer problems with car buying

 CFPB data shows a jump in auto loan complaints


BOSTON — Consumer complaints to the Consumer Financial Protection Bureau (CFPB) regarding vehicle loans and leases have increased sharply during the coronavirus pandemic, according to a new report by the MASSPIRG Education Fund and Frontier Group. The analysis suggests that consumers in Massachusetts and across the United States are facing abusive and deceptive practices from the automobile lending industry. 

“The pandemic has caused auto loan complaints to spike,” said Deirdre Cummings, MASSPIRG’s Legislative Director. “While so many Americans have endured life-changing events in the past few months and have a lot less money, auto loan market abuses that have been growing since the 2008 financial collapse have dramatically worsened.”

The new report, Auto Loan Complaints Rise: Pandemic worsens existing consumer problems with car buying in CFPB data, found that from March through July 2020, the CFPB received 2,844 complaints  about auto loans and leases – more than any other five-month period in the 8-year history of the Consumer Complaint Database. In particular, complaints related to auto loan payment relief skyrocketed. Nearly 300 consumers submitted complaints about their lenders denying requests to lower payments in March through July, more than double the volume from the same period in 2019.

Three hundred and sixty-one complaints were from Massachusetts residents and their most complained about company was Toyota Motor Credit Corporation.  

The CFPB’s Consumer Complaint Database reveals a wide variety of ways that problems with loans and leases can damage consumers’ financial health. The complaints include:

●     More than 5,200 dealing with auto debt collection, nearly half (45 percent) of which involve harassing behavior by collectors.

●     More than 2,800 about problems with credit reports related to auto payments. More than two-thirds of such complaints allege incorrect information on credit reports.


“The CFPB data tell a clear story: Predatory auto loan practices and the stress of COVID-19 are driving consumers to the breaking point,” added co-author Gideon Weissman, analyst with Frontier Group. “The narratives describe many of the auto lending tricks and traps that have harmed consumers for too long, and that now threaten to make Americans’ already-bad financial situation worse.”

Some of the key problems identified are:

●     Deceptive add-ons. Dealers often pressure consumers into buying expensive add-on products such as extended warranties, service plans and insurance products.

●     High pressure or deceptive sales tactics. In complaint narratives, consumers describe feeling pushed into expensive loans and add-on products.

●     Broken billing and payment systems. Forty-two percent of billing complaint narratives mention the term “late,” with many consumers describing broken billing systems causing late fees.

The report makes recommendations to the CFPB, the Federal Trade Commission (FTC), and state and local policymakers to prevent auto loan and leasing abuses. The authors also note that transforming transportation across the United States and making it easier for people to get around without a car will reduce consumers’ exposure to the financial vulnerability that often accompanies vehicle ownership.

“Personal car ownership was once a symbol of freedom in the United States. Now, for too many Americans, owning a vehicle isn’t a choice, but an expensive necessity,” said Cummings. “That’s why making it easier to get around without a car, including by building more pedestrian- and bicycle-friendly infrastructure and improving the cost and availability of public transit, is an important step to help Americans reduce their exposure to auto debt.”

“Problems buying and maintaining a vehicle can have ripple effects throughout a consumer’s financial life,” concluded Lucy Baker, U.S. PIRG Education Fund’s consumer program associate. “That’s why we’ve also released helpful consumer tips.”

Consumers can report auto and lending complaints to Attorney General Maura Healey’s office, through their  on line consumer complaint process,  or their consumer hot line at (617) 727-8400.