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Frequently Asked Questions


Where do you have offices?

First Investors Financial Services, 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 7:00 pm ET

What is your Customer Service fax number?

It is 888-272-5718.

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.

What is the Collection Department fax number?

It is 800-959-3975.

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.

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 is a simple interest loan?

Simple interest is a method of allocating monthly loan payments between interest and principal. The amount of your payment allocated to interest is calculated based on your unpaid principal balance, the interest rate on your loan, and the number of days since your last payment. For example, if we receive a payment and it has been 29 days since your last payment, then you will be charged 29 days of interest on the unpaid principal balance of your loan. The remainder of your payment is credited to principal and reduces the unpaid principal balance on your loan

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

As long as there are no outstanding fees on your account, the extra money is applied to principal.

Does First Investors accept principal only payments?

Yes. Send the principal only check to the physical address in Atlanta. If you're sending extra money with your regular payment, send that payment to the P.O. Box as usual. The extra amount will be applied to principal as long as there are no outstanding fees.

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

Remember that your payment splits between principal and interest. You may be in the first half of your loan where your per diem (interest charged per day) is higher and more of the payment goes to interest than principal. In the latter half of your loan, the per diem is lower and more of the payment goes toward the principal than the interest. Furthermore, if your contract is a simple interest (interest bearing) 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, you will pay more finance charge and you will have a balance remaining after your final scheduled payment. If you make payments before the due date, you will pay less finance charge. Please refer to your contract for more information concerning the terms and conditions of your specific agreement.

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

Muliply 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

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 an extension. If your contract is a simple interest (interest bearing) 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, you will pay more finance charge and you will have a balance remaining after your final scheduled payment. If you make payments before the due date, you will pay less finance charge. Please refer to your contract for more information concerning the terms and conditions of your specific agreement.

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.

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.

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

The pending refund will start processing approximately 25-30 days after the loan is paid. Allow 10-15 business days after submittal for receipt.

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 5 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 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.

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.

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. Submit your request in writing by fax or by e-mail to Customer Service.

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.

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.

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.

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 the service, called to active duty in the military or deployed servicemembers. 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 enter 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%.

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

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.

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