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Frequently Asked Questions


Where do you have offices?

First Investors Servicing Corporation, Inc. is located at 380 Interstate North Parkway, Suite 300, Atlanta, Georgia 30339. Our parent company, First Investors Financial Services, Inc., is located at 5757 Woodway Drive, Suite 400, Houston, Texas 77057.

What are the Customer Service hours?

Monday-Friday, 8:00 am until 9:00 pm ET

What is your Customer Service fax number?

It is 888-272-5718.

What is a simple interest contract?

On a simple interest contract, finance charges (e.g., interest) are calculated based on the unpaid principal balance of the contract. As each payment is made, the payment amount is applied toward the finance charges that have accrued since the last payment was received. The remaining portion of the payment is applied in accordance with the terms of your contract. It is important to remember that finance charges are calculated on your declining principal balance and your daily finance charge declines as your principal balance declines. That means that a greater percentage of your monthly payment is distributed to finance charges/interest early in the life of the contract because of the larger principal balance, and a greater percentage is distributed to the principal toward the end because of the smaller principal balance. Thus, the principal balance decreases slowly at first and more quickly closer to the end of the contract. Finance charges accrue daily based on the unpaid principal balance. For example, if the unpaid principal balance on your account is $19,737.71, your Annual Percentage Rate (APR) is 9% and your normal monthly payment amount is $415.17, your daily finance charge amount is calculated as follows: (Unpaid principal balance x APR)/ Number of days in a year = Daily finance charge amount (also called per diem) ($19,737.71 x .09) / 365 = $4.8668 If we received your payment 28 days from the date we received your last payment, your finance charge for that period would be $136.27 ($4.8668 x 28). Finance charges are paid first and the remainder of the payment is applied in accordance with the terms of your contract. Your payment would be distributed as follows (if there are no applicable fees due and payable): Finance Charges/Interest: $136.27 Principal: $278.90 Total: $415.17 For your next payment, the new unpaid principal balance would be $19,458.81 ($19,737.71 - $278.90). The new daily finance charge amount is calculated as follows: ($19,458.81 x .09) / 365 = $4.7981 If we received your payment 31 days from the date we received your last payment, your finance charge for that period would be $148.74 ($4.7981 x 31). Your payment would be distributed as follows (if there are no applicable fees due and payable): Finance Charges/Interest: $148.74 Principal: $266.43 Total: $415.17 The timing of your payments will vary the finance charges you owe. Since finance charges will accrue daily for simple interest contracts, the actual amount of finance charge and the actual amount of your final payment will depend on your payment record. If you make every payment on the due date, you will pay off the contract in the time frame and amount described in your contract. If you make your payments before the due date, you will pay less in finance charges. The later you make your payments after they are due, you will pay more in finance charges. This illustrates the importance of making payments on time. For example, continuing with our last example, if we receive and apply your payment 31 days from the date we received your last payment, your finance charges for that period would be $148.74 ($4.7981 x 31) and your payment would be distributed as follows: Finance Charges/Interest: $148.74 Principal: $266.43 Total: $415.17 However, if we receive and apply your payment 45 days from the date we received your last payment, your finance charges for that period would be $215.91 ($4.7981 x 45) and your payment would be distributed as follows: Finance Charges/Interest: $215.91 Principal: $199.26 Total: $415.17 This demonstrates the impact late payments will have on your unpaid principal balance and the interest you will pay. Also, depending on your contract, you may be subject to a late fee if the monthly payment is not made within the “grace period.” Depending on your contract, you may be subject to an NSF fee for payments made with insufficient funds. If permitted by the contract and state law, part of your payment may be applied to these fees prior to principal. Payment extension(s) will result in a longer repayment period than originally scheduled. A payment extension(s) will result in more finance charges/interest accruing on your account and a higher principal balance than if payments were made as originally scheduled in your contract. Interest will continue to accrue during the extension period and your payment following the extension period will be disproportionately allocated to the unpaid interest. Similarly, a due date change may result in more finance charges/interest than if all payments were made as originally scheduled. The amount of your final payment will depend on your payment history throughout the term of your contract. If you consistently pay early or make additional principal payments, your last payment should be lower. If you pay late or request payment extension(s), your last payment will be higher. You may contact us at 1-800-249-6305 for the final payment or official payoff amount.

What is your Customer Service email address?

customer.service@fifsg.com

What is the physical address?

380 Interstate North Pkwy #300 Atlanta, GA 30339

What are the Collection Department's hours?

Monday-Friday, 8:00 am ET until 9:00 pm ET and Saturdays, 8:00 am ET until 12:00 pm ET.

Why did I receive a late fee?

Your payment was received on or after the late fee assessment date. The late fee assessment date is the point at which the grace period ends and you must pay a late charge for failing to pay a regular installment payment when due. For example, if a monthly payment is due on the first of the month, and a borrower is given a 15-day grace period, a late fee will be assessed if the payment is received on or after the 16th of the month. Your grace period, if any, is disclosed in your contract.

Why didn't I receive a statement?

Your address may be incorrect, you may have filed a Bankruptcy petition, you may be represented by an attorney or you may have asked us to cease communication with you. If you believe that you should be receiving statements and are not, please call our Customer Service Department at 800-249-6305.

I haven't received a statement. What should I do?

If you know First Investors has your correct mailing address, write your account number on your check or money order and mail your payment to: First Investors Financial Services, P.O. Box 740512, Atlanta, GA 30374. If you're not sure First Investors has your correct mailing address, call Customer Service at 800-249-6305.

How do I obtain a replacement statement?

Call Customer Service at 800-249-6305 and request one.

Is there a grace period for making payments?

No. Your payment is due on or before the due date disclosed in your contract. Grace periods only apply to the assessment of late fees. If you fail to make a scheduled payment by the conclusion of the grace period, a late fee is imposed. Your grace period, if any, is disclosed in your contract.

Will I receive a coupon book?

No. You will receive a monthly statement. The statement prints 21 days before your current due date and is mailed either the day of printing or the following business day.

I have moved to another state and need to register my car. How do I request my title to do so?

Contact our Title Department via telephone at 800-234-0035, Monday - Friday, 9:00 am - 6:00 pm, Central.

How do I add/remove someone on the loan?

This is generally not permitted. Call Customer Service at 800-249-6305 to discuss.

How do I update my address/phone number?

Login to your account, go to the tab "Your Account" and go to the tab titled "Update Address/Phone Number" and enter the new information. Customer Service will update your information within 24-48 hours.

Can I make a payment online?

Yes. Depending on the status of your account, you may access your account online and make a payment. This is a free service.

How do I cancel a pending web or telephone payment?

For a telephone payment, you may call to cancel or reschedule your payment. You must call at least 1 business day (Monday – Friday) prior to the scheduled due date. For a web payment, you should log into your account and cancel the payment at least 1 business day prior to the payment date. If the payment has been processed, you will not see the payment as pending on the web site and will be unable to cancel.

Will I be able to view my account online?

Yes. Go to "Sign Up Now" on the Home Page and create a login and password. The password should be at least 8 characters long and you will need your Social Security number for set up. You will also be asked for an e-mail address. After completing the enrollment process, you will be able to view your account information.

May I make my payment using a credit/debit card?

Yes. First Investors does accept debit/credit card transactions. There is a $13.50 third party fee for this service. You may always pay via check without incurring a fee (unless a late fee or NSF fee applies).

What happens when I send extra money above the regular payment amount?

Any amount in excess of the interest due (and fees, if any) will be applied to principal. The extra amount will be applied to principal as long as the accumulated interest is covered and there are no outstanding fees that are due and payable. Remember, late payments and payment extensions will result in more interest being due than if all payments are made on time and may impact your payment allocation. Please refer to your contract for your specific payment application or contact us at compliance@fifsg.com for an explanation of your payment application.

Does First Investors accept principal only payments?

Any amount in excess of the interest due (and fees, if any) will be applied to principal. The extra amount will be applied to principal as long as the accumulated interest is covered and there are no outstanding fees that are due and payable. Remember, late payments and payment extensions will result in more interest being due than if all payments are made on time and may impact your payment allocation. Please refer to your contract for your specific payment application or contact us at compliance@fifsg.com for an explanation of your payment application.

What if I pay ahead?

If you pay ahead and $0.00 is due on the front of your statement, be aware that interest is still accruing. If you would like to pay the interest, you should still make a payment. You may call us to find out how much interest has accrued. Otherwise, most or all of the next payment may be applied to interest.

Why is my principal balance not moving as much as I think it should?

It is important to remember that finance charges are calculated on your declining principal balance and your daily finance charge declines as your principal balance declines. That means that a greater percentage of your monthly payment is distributed to finance charges/interest early in the life of the contract because of the larger principal balance, and a greater percentage is distributed to the principal toward the end because of the smaller principal balance. Thus, the principal balance decreases slowly at first and more quickly closer to the end of the contract. The timing of your payments will vary the finance charges you owe. Since finance charges will accrue daily for simple interest contracts, the actual amount of finance charge and the actual amount of your final payment will depend on your payment record. If you make every payment on the due date, you will pay off the contract in the time frame and amount described in your contract. If you make your payments before the due date, you will pay less in finance charges. The later you make your payments after they are due, you will pay more in finance charges. This illustrates the importance of making payments on time. Late payments will result in more of each payment being distributed to finance charge/interest and the balance being reduced more slowly. Also, depending on your contract, you may be subject to a late fee if the monthly payment is not made within the “grace period.” Depending on your contract, you may be subject to an NSF fee for payments made with insufficient funds. If permitted by the contract and state law, part of your payment may be applied to these fees prior to principal. Payment extension(s) will result in a longer repayment period than originally scheduled. A payment extension(s) will result in more finance charges/interest accruing on your account and a higher principal balance than if payments were made as originally scheduled in your contract. Interest will continue to accrue during the extension period and your payment following the extension period will be disproportionately allocated to the unpaid interest. Similarly, a due date change may result in more finance charges/interest than if all payments were made as originally scheduled. Please see “What is a simple interest contract?” for more information.

Why do I have a balance on my loan and I've made all of my payments?

You may have made late payments, had return check items, or received a payment extension(s). If your contract is a simple interest contract, then the finance charge disclosed to you in your contract assumed that all payments would be made in full on the scheduled due dates. The actual amount of finance charge and the actual amount of your final payment will depend on your payment record. If you make payments after the scheduled due dates or receive a payment exctension(s), you will pay more finance charge/interest and you will have a balance remaining after your final scheduled payment. If you make payments before the due date and do not defer any payments, you will pay less finance charge/interest. Please refer to your contract for more information concerning the terms and conditions of your specific agreement. Please see “What is a simple interest contract?” for more information.

How do you figure the amount of interest taken from each payment?

Multiply your principal balance by your interest rate and divide that figure by 365. That will give you the per diem (daily interest). Then count the number of days between payments and multiply that number by the per diem. The resulting amount is the accrued interest for that payment. Example: ($10,000 x 18%) / 365 = $4.93. Please see “What is a simple interest contract?” for more information.

Why is my payoff higher than my current balance?

Your current balance is your principal balance only. A payoff includes the principal balance, any outstanding fees, and the interest accrued from the last payment received up through the payoff date. There is no penalty for early payoff.

When do I receive my title once the loan is paid?

If the final payment is made by a personal check or a payment by phone, the title release will be set up within 20 business days. If the final check is by certified funds (i.e. Money Gram, Western Union Quick Collect, or Cashier's Check)or a money order, the title release will be set up within 3-5 business days. Allow 7-10 business days after the title release has been set up for receipt of your title.

I've reached my original maturity date and there is a balance left on the loan. Will I have to pay the balance due in total at that time?

No. You may, but if you cannot, First Investors will work with you and will extend the maturity date out by the number of payments from that balance. The number of payments left on the loan is determined by dividing the balance by the payment amount.

When do I receive my refund once the loan is paid?

The pending refund will start processing approximately 7 days after we receive the payoff amount and it is posted to your account.

What is the payoff address?

It is the physical address: 380 Interstate North Parkway, Suite 300, Atlanta, GA 30339

May I set up an auto debit?

Yes. Contact our Customer Service Department at 800-249-6305 to sign up for Automatic Payment and take the worry out of making your payment every month. It normally takes 20 days for the set up process to complete and you may need to make the next payment before it starts.

May I set up the auto debit for more than my regular payment amount?

Yes, you may. Just realize that sometime within a 1-2 year period, you would have paid enough extra to skip a month and the auto debit would not draw until the following month. (e.g. Payments for $500 were set up paying $40 more than the regular amount of $460. After 12 payments ($480 extra) the system would move the next payment from say, Sept. to Oct. and the auto debit would not process for Sept. but it would process in Oct.

How do I cancel my auto debit?

Send a written request to Customer Service to cancel the auto debit. The cancellation request must be received no later than 3 business days before the next due date. You may send it by e-mail, fax, or mail. Please send the mailed request to the physical address, Attn: Customer Service.

Why do I receive a statement when I am enrolled in the auto debit program?

Statements print automatically through the operating system and can be kept for your records. If you wish to stop the statements, you may call Customer Service and request them to be stopped.

Why is the monthly amount due LOWER than my regular payment amount?

You may have paid extra on your account (e.g. sending $300 instead of $299.13)and, on your statement, that amount is deducted from your regular payment amount. As long as there are no outstanding fees, the extra amount sent will be applied to principal.

Why is the monthly amount due HIGHER than my regular payment amount?

There are a couple of reasons. Either you have paid enough extra to almost make a full payment and the account rolled a month and added the small difference on the next month's payment (e.g. If someone has paid $360 of a $370 payment and instead of being due for this month, they'll be due for next month for a payment of $380.) OR you've made a short payment at some time and the amount is owed. Contact our Customer Service Department at 800-249-6305 and we will review your statement with you.

May I change my due date?

You are allowed one due date change during the life of the loan and the first payment should be made before submitting the request. The account must be current and you may move the due date forward up to 20 days from the current due date. The exception to that rule is that no due dates are allowed between the 27th of the month to the last day of the month (inclusive) unless you're set up on the auto debit payment program. We must receive a complete, signed due date change form to change the due date.

Can I make a payment by phone? If so, is there a charge?

Yes. You may use the automated service by calling the Customer Service number and choosing that option or you may call Customer Service and a representative will assist you in setting up the payment. You will need a check in order to use the check number, routing number (the first set of numbers in the bottom left-hand corner of the check-there's usually 9 numbers) and bank account number (the next set of numbers after the routing number). This is a free service.

My car has been totalled? What do I do?

Call the Insurance department at 888-622-9212. Please have your insurance company's name, their phone number, and the claim number available. The fax# is 888-272-5717.

My car has been impounded. What should I do?

Contact Joseph or Belverly at 800-235-6757. Have the nature of the impound (e.g. traffic stop, accident, IRS, expired tags, etc.), the location of the car, and any fees or damages ready. The fax number for that department is 888-272-5717.

How do I defer a payment?

As soon as it appears you may be in danger of missing or making a late payment, contact us. We may be able to work with you to try to make the best of a difficult situation. Timing is critical and we encourage our customers to contact us as soon as they identify the onset of financial hardship. The sooner we are notified, the more options we may have available to assist them. Call us to see if you are eligible for a payment extension. If you are, then you must submit an application. Please read all of the disclosures contained in the application and be aware that payment extension(s) will result in a longer repayment period than originally scheduled. A payment extension(s) will result in more interest accruing on your account and a higher principal balance than if payments were made as originally scheduled in your contract. Interest will continue to accrue during the extension period and your payment following the extension period will be disproportionately allocated to the unpaid interest.

I have married or divorced. How do I update my name on my loan?

Send proof of your name change (eg. driver's license, marriage certificate, part of the divorce decree showing name change) by mail to the physical address or by fax to Customer Service. The fax# is 888-272-5718.

Where should I send my current insurance information?

Send it to: First Investors Financial Services, P.O. Box 200023, Kennesaw, GA 30156-9208

What if I have a complaint or need to notify First Investors of suspected fraud?

Please contact our Compliance Department as follows: First Investors Servicing Corporation Attn: Compliance Department U.S. Mail/Delivery: 380 Interstate North Parkway, Suite 300, Atlanta, GA 30339 Facsimile: 866-390-2947 E-Mail: compliance@fifsg.com You may also use our Courtesy Consumer Dispute Form.

Do you furnish information to the credit bureaus?

Yes. We may report information about your account to credit bureaus. Late Payments, missed payments, or other defaults on your account may be reflected in your credit report.

What if I have a dispute about information appearing on my credit report?

You should always review your credit reports. If you believe that we have reported inaccurate information concerning your account to any consumer reporting agency, then please send us a dispute notification indicating the specific information that you believe is inaccurate and containing all of the relevant information as to why you believe that information is inaccurate. Please send the dispute notification to: First Investors Servicing Corporation Attn: Compliance Department U.S. Mail/Delivery: 380 Interstate North Parkway, Suite 300, Atlanta, GA 30339 Facsimile: 866-390-2947 E-Mail: compliance@fifsg.com. You may also use our Courtesy Consumer Dispute Form.

What is the Servicemember’s Civil Relief Act (SCRA)?

The Servicemember's Civil Relief Act (SCRA) provides protections for eligible individuals who are entering military service or called to active duty. The SCRA applies to active-duty members of the Army, Navy, Air Force, Marine Corps, and Coast Guard; members of the reserves when on active duty; members of the National Guard mobilized under federal orders for at least 30 consecutive days; and active commissioned officers of the Public Health Service or the National Oceanic and Atmospheric Administration. The SCRA is intended to postpone or suspend certain civil obligations—many of them financial—so servicemembers can devote their full attention to their duties while their family members experience less stress. For example, the SCRA places a limit on the amount of interest that may be collected on financial obligations of any kind: 6 percent per year during the time of military service. Any amount over and above that 6 percent is permanently forgiven. If you are eligible, your SCRA benefits and protections begin the day you are called to active duty. SCRA benefits legally expire at the end of your active duty period. SCRA does not relieve you of your responsibility to make payments in a timely manner and it does not prevent a creditor from reporting past due payments to the credit bureau. The creditor cannot, however, charge you a late fee for any late payments due in the SCRA eligibility period if the fee coupled with the interest charges would amount to greater than 6%. The SCRA applies to servicemembers who entered into their credit obligation before entering military service or called to active duty.

How do I request an SCRA rate reduction?

You may contact our Customer Service Department via telephone at 888-272-5718 or via e-mail at customer.service@fifsg.com. You may also contact our Compliance Department as follows: First Investors Servicing Corporation Attn: Compliance Department U.S. Mail/Delivery: 380 Interstate North Parkway, Suite 300, Atlanta, GA 30339 Facsimile: 866-390-2947 E-Mail: compliance@fifsg.com. We encourage you to notify us as soon as you are able, but you may submit your request for coverage anytime, up to 180 days after the date active duty terminates. Coverage will apply for the duration of the active duty period, and will be applied retroactively to the active duty start date. Depending on when we receive notification, you may receive a credit or refund of “excess” interest that has already been assessed after coverage began. We will let you decide whether to receive a credit or a refund.

Will the SCRA protect me from a repossession?

If your installment loan was obtained before you entered military service, the SCRA requires your lender to obtain a court order before it can repossess your personal property during any covered period of military service. The lender must determine whether you are a servicemember on active duty, and the court is required to protect your rights under SCRA. In order to ensure repossession does not occur and to ensure you get the interest rate benefits that you are entitled to, it's always a good idea to notify us of your call to active duty.

Is my spouse eligible for SCRA interest rate benefits?

It depends. Spouses of servicemembers with debt incurred solely in the name of the non-servicemember spouse are not covered by the SCRA. However, if the account is a joint account with the covered servicemember, then SCRA benefits may apply.

What if I am deployed? Will someone be able to handle my account?

Please notify us if you are deployed. While deployed, if you have questions or concerns about your account and are unable to contact us by telephone, you may always contact us via e-mail at customer.service@fifsg.com or compliance@fifsg.com. Also one of the most important things you can do before deployment with regard to your financial situation is to designate power of attorney to your spouse or other trusted family member or friend. This can help make it much easier to deal with unanticipated financial issues if they were to arise. For individual accounts in your name only, your spouse or other trusted family member or friend will need a properly executed power of attorney from you. For full details about establishing a power of attorney, be sure to contact your military legal service office or your private attorney.

Am I able to limit methods of contact from First Investors?

Yes. If an account becomes delinquent, First Investors may attempt to make contact with you based on the contact information that you have provided (e.g., telephone numbers, e-mail addresses). If you would like to limit contacts, for example, to a particular telephone number or to an e-mail address, then you should notify us. We encourage you to contact us as follows and let us know your preferences or to notify us of any concerns: U.S. Mail: First Investors Servicing Corporation, Attn: Compliance Department, 380 Interstate North Parkway, Suite 300, Atlanta, GA 30339 Facsimile: Compliance Department at 866-390-2947 E-Mail: compliance@fifsg.com