FREQUENTLY ASKED QUESTIONS

YES!  You can establish recurring payments for either your car payment or your debt payment using your Visa, MasterCard, Discover debit or credit card, or ACH Withdrawal (car payments only,) using your checking or savings account. For car payments call 419-342-2151 or 1-888-741-5936 to enroll with a customer service agent or register your account online to enroll on your own. For Debt Payments call 419-342-2367.

CAR PAYMENTS: www.paypfs.com will allow you to submit a payment using most major credit and debit cards or your checking or savings accounts. It also has the capability of providing you with information specific to your account including current amount due and a list of recent payments made through that system only. After registering,  it will also allow you to keep your payment information on file through a virtual wallet. Finally, you can establish recurring payments as well.

Payment Books: We encourage you to use your payment book, which was provided to you at the beginning of your loan, to keep track of your payment due dates, grace period, and late fee amounts. However, if ever need of your account balance, 4 Digit account number, next due date, payoff, etc., please call us at 419-342-2151 or 1-888-741-5936, Monday through Friday from 8am to 4:30 pm-EST, and one of our customer service representatives will be happy to assist you. Don’t forget to ask them about our automatic withdraw program, “Recurring Billing.”

DEBT PAYMENTS:  To make an online payment on a charged off account, please visit www.payphoenixcompanies.com. In order to make sure your account is updated properly, you will need the unique account number from the initial demand letter that we sent you.  The account number you previously used to make your car payment will not work for this process. If you need your Phoenix Companies account number, please call our Collections Division at 419-342-2367.

Most problems related to paying online are due to the funding account that you are trying to use (credit card or checking account) having insufficient funds to allow the transaction to process.

Please double check with your bank or credit card company, to make sure you have enough funds available, for your car payment to process. Please remember, that you may not have enough funds available because you have other transactions that are in a “pending status.” Also, many prepaid debit cards actually charge a small usage fee for each transaction. This type of fee is being charged by the card issuer, not our agency.

Other problems could be related to your incorrect entry of a security code or expiration date.

Please call us at 419-342-2151 or 1-888-741-5936, if you are having any other problems making your payments, including accessing our payment websites.

NO. “Bi-Weekly” literally means every two weeks, not twice a month. For example,  if your payment is due on a Friday, it will be due again two weeks from that Friday. Note: Because of the way the calendar falls, if you are a bi-weekly customer, you will actually have three payments due in one month, four months throughout the year. Please look ahead in your payment book to figure out, in advance, which months this will affect you, or give us a call at 419-342-2151 or 1-888-741-5936 and we can tell you.

A “Semi-Monthly” payment schedule is the same as twice a month, because the due dates will always fall on the same two days each month, such as the 1st and the 15th.

You can combine your weekly, bi-weekly or semi-monthly car payments and pay just once a month without being assessed late fees as long as the payment is remitted on or before the grace period of the first payment due that month.  However, for those customers that have a Bi-Weekly payment schedule, please remember that four times a year, you actually have three payments due in one month. Please review your payment book in advance, to determine which months those are.

NOTE: Bi-Weekly is not the same as Semi-Monthly; Semi-Monthly is literally two payments a month, while Bi-Weekly is every other week.
Please refer to your contract to determine which payment schedule you are contracted for.  If you have any questions, please feel free to call us at 419-342-2151 or 1-888-741-5936.

NO: You will not receive a mailed receipt unless  you make  your payment in person.

If you make your payments online or over the phone, you will be given a confirmation number for that particular payment. This number can be written in your payment book and we can access this number at a later time if there was any problem with the payment.

It is your responsibility to make your payments on time and to keep track of when payments are due. Any late notices, texts etc are done only as a courtesy and are not guaranteed to be sent each time you are late. Please refer to your payment book for information  regarding your installment amounts,  grace periods as well as the  amount of the late fee that will be assessed if  you pay after that grace period.

Yes, but we only report on the customers of dealers that have chosen to have us provide this additional service for them. Further, some dealers are not able to have us report for them, due to account limit restrictions that the credit reporting agencies impose. Normally, credit reporting agencies require creditors (dealers in this case) to report on a minimum of 500 accounts. Many of the smaller dealers for whom we service loans, simply do not meet this threshold.

For any dealer that we currently report for, we either report to Equifax, TransUnion, or possibly both depending on where you purchased your vehicle. Because we aren’t actually financing the loan, entries appear under the dealership’s name, not Phoenix Financial Solutions. If  you want to know if  we report to any bureaus the dealership from where you purchased your vehicle, please call us at 1-888-741-5936. If we do not, and your account is in good standing, we would be happy to provide you with a letter stating such, including  your payment history if necessary, to any entity that you are attempting to obtain credit from. Please request this service by calling 1-888-741-5936.

CREDIT REPORT ERRORS: If you believe that something is being reported in error, you can call one of our customer service representatives at 419-342-2151 to discuss your account, or you can email us at customerservice@phoenixcompanies.biz.

We also recommend that you dispute the item directly with that particular credit reporting agency. They will then contact us or the dealership directly and the findings will be reported to the agency making the inquiry.

Please contact Equifax directly at:
1-888-378-4329
or follow this link

Please contact TransUnion directly at:
1-800-916-8800
or follow this link

The dealerships handle all of their own title work and per Ohio Law they have 30 days to mail the title to you and they will send it to the address that is on the account at the time of payoff. If your address has changed since the time of purchase or if you wish to have the title mailed to a different address, please notify Phoenix Financial Solutions at the time of payoff.

If you prefer to pick up your title, or absolutely must have the title earlier than the 30 days, you must contact the dealership directly to make those arrangements. Remitting your payoff in the form of cash, certified funds or credit card will increase the likelihood that you will be able to receive your title sooner than the 30-day time frame, if you so request. However, Phoenix Financial Solutions, Inc. makes no guarantee that the dealer will be able to accommodate your request.

If you do not receive your title within 30 days, please call the dealership directly and speak to their Title Department. If you still do not receive your title when expected, please call us and we will contact our client directly.

Full coverage insurance is a requirement of your contract because the dealership holds a lien on the title for the car. Full coverage protects you because the insurance carrier will pay the dealership if you are in an accident that is determined to be your fault, or if your car is stolen.

Failing to have full coverage insurance, or completely failing to carry insurance can be considered a violation of the terms of your contract. Therefore, you may be considered in default and at risk for repossession if you do either of the above.

If you are in an accident and you did not have insurance or were not fully insured at the time of the accident, you will be held financially responsible for the balance remaining on the loan. You will also be held financially responsible for any amount that reamins if your insurance carrier does not pay the full amount owed on the loan at the time of your accident. Please call a customer service agent at 419-342-2151 to discuss this matter if you need further clarification.

We do not finance loans, rather we act as an agent for our dealership partners and service the loans for them only. The dealership where you purchased your vehicle is the legal lien-holder on the title on your vehicle.

Our current member dealers are listed on our home page under “Latest News. If a dealer you are considering buying a vehicle from is not currently a partner of ours, we encourage you to suggest to the dealership that they contact us to find out how they can become one of our clients.

Ohio allows  consumers to reclaim vehicles and reinstate contracts, 20 days from the date of repossession, as long as their car has only been repossessed once. If this has happened to you, within five days of repossession we will mail you a “Notice of Repossession and Right To Reclaim.”

In order to reclaim  the first time, you will be required to pay all of your past due payments, including late fees, as well as any current installments owed, plus  you may be required to pay a deposit equal to two additional installments, as well as $25.00 of any repossession and related fees that were assessed. The remainder of any repossession and related fees will be added to the time balance of your loan and therefore a new payment book will be issued to you.

If this is your second repossession, in most cases, according to Ohio law, you must pay the vehicle off in full to reclaim. However, there may be exceptions to that general rule based on the amount owed and your specific circumstance. Call 419-342-2151 to discuss your specific situation.

Payment for reclaims will only be accepted in the form of cash, money order, credit/debit card or certified funds. Payments cannot be made in the form of ACH from a bank account or by personal check as this delays our ability to authorize the release of your vehicle to you while we wait for the deposit to be made or the check to clear  your account. All payments for reclaim must be made with a customer service agent of the agency only. If you paid online or using our IVR phone system, you must still speak with a Customer Service Agent to arrange for the retrieval of your vehicle and to confirm that the amount you paid was sufficient. In most cases, you  should also be prepared to be able to provide proof of full coverage insurance on the car ($500 min. deductible.)

RETRIEVING YOUR VEHICLE: Your vehicle is not stored at our office location. Therefore, you must contact the repossession agency  to set an appointment to reclaim your ca; same day appointments may not be possible.

Depending on your location and the date the vehicle was repossessed, the vehicle may need to be reclaimed at the agent’s lot, or an auction house.  the repossession agency must have our authorization to release your vehicle to you which will only be given upon satisfactorily meeting the requirements of our agency. Please note: Most repossession agencies charge daily storage fees. Although you will not be required to pay those fees to us or the repossession agency at the time of reclaiming, any fees related to the finding, taking, holding, and redemption of your vehicle, will be added to the time balance of your loan. Therefore, we recommend that you retrieve your vehicle as quickly as possible after paying us to reclaim it to lessen the overall amount of storage fees assessed.

CARS NOT RECLAIMED:  If you do not reinstate your contract and reclaim your car, in most cases, the vehicle will be sold at public auction. If you still wish to reclaim you may still do so, but no later than 24 hours from the date and time of the auction by paying the entire balance left on the loan, including any applicable fees. You must notify us of your wish to reclaim, at least three business days in advance of the auction, as your vehicle will already be at the Auction House. Additional Fees may be assessed at this time from the Auction House.

After your car is sold, additional fees related to the preparation and auctioning of the vehicle will be added to the total amount you owe. If an amount is still owed on your contract after the vehicle is sold, you are still legally responsible for that obligation and you will be given the opportunity to establish voluntary payment arrangements for the remaining balance. Failure to establish voluntary payments may result in further collection activity up to and including any legal remedies available. Details about the sale at auction as well as any balance remaining will be mailed to you by Certified Mail after the auction, usually within two weeks.

DEALER KEPT CARS:  In some cases, instead of sending the car to be sold at auction, a dealer may elect to keep the car and re-sell it. This decision is made by the dealer, not Phoenix, and is only made after the twenty days of right to reclaim have been expired. If a dealer elects to do this, the vehicle  will be kept “in full satisfaction” of your loan obligation and you will no longer be liable for the remaining balance on the loan or any fees related to the repossession. You will receive notification in the mail if this happens.

*Usually, you have 30 calendar days from the date of repossession to reclaim your personal belongings from the repossession agency. You must take a current picture ID with you at the time of reclaiming. You may authorize with us, in advance, another party to reclaim your belongings, but they will still be required to show a current Picture ID to the repossession agency.

You must contact the repossession agent directly during their office hours to discuss  reclaiming your belongings. If you need their contact information please call us at 419-342-2151.

*Belongings will only be released by Phoenix Financial Solutions (if we are in possession of them,) or by the repossession agent, with the prior authorization of our agency.

*Belongings will only be released by appointment through the party that is holding them.

*If you do not ask for these items back within the deadline established by the holding party, the party holding them may dispose of them as the law allows.

*Personal Belongings do not include any attached accessories, equipment and replacement parts etc.

We will send you notification by certified mail to your last known address regarding the Sale Result of the auction. Additional fees related to the sale, will be added to the total amount owed on the contract. If a balance remains you will be be required to pay that balance in full within fourteen days of the mail date of the Sale Result. If the vehicle sells for more than what you owe, a “Sale Result” letter will be forwarded to you by certified mail and a refund will be included for any overage. We are not required to verify that you have received the “Sale Result” and therefore refusing or allowing the letter to go unclaimed will not waive this obligation of payment owed.

If you do not voluntarily pay by the deadline established in the Sale Result letter, our clients will be given the option of pursuing their claim through litigation. The account will remain with this office, throughout the litigation process, and at that time, the debt will be legally assigned to Phoenix Financial Solutions, Inc.

We strive to provide excellent customer service. If you feel you have not received that type of service, please call us at 1-888-741-5936, or email us at customerservice@phoenixcompanies.biz so that we may address your specific issue. However, if  your issue is in regards to the vehicle itself, including any mechanical issues that  you may have experienced after  your purchase, please call the dealership from where you purchased the vehicle.