Where do you have offices?
What are the Customer Service hours?
Monday-Friday, 8:00 am until 7:00 pm ET
What is your Customer Service fax number?
What is your Customer Service email address?
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 Collections fax number?
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 or you may have filed bankruptcy.
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 the title department in our Houston office at 800-234-0035, Monday - Friday, 9:00 am - 6:00 pm, Central.
How do I add/remove someone on the loan?
You would need to refinance with another company in order to do so.
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.
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 $12.95 third party fee for this service.
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.
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. First Investors 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.
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.
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
Do you have an auto debit program, and if so, how do I sign up for it?
Yes, we do and there is no cost for this payment program. Contact Customer Service and request the form. Customer Service will either mail, fax or e-mail the form to you, whichever method you prefer. You will be asked for your bank name, routing number and bank account number and whether your account is a checking or savings account. Your loan must be current in order to set up the auto debit. It normally takes 20 days for the set up process to complete and you may need to make the next payment before it starts.
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.
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 after the 27th 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.
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.
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. For the automated service you will need the Social Security number of the primary customer on the loan. For both the automated service or speaking with a rep, 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). If you try the automated system and don't receive a confirmation number then you haven't set up a payment. If you do receive a confirmation number then you have successfully set up a payment by phone. The payment will process through your bank account within 1-2 business days after it is set up and it is referred to as an ACH transaction at your bank.
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.
Where should I send my current insurance information?
Send it to: First Investors Financial Services, P.O. Box 200023, Kennesaw, GA 30156-9208
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?
You may apply for an extension/deferment through the Collection Department. Please realize that extensions/deferments are granted for hardship cases first. Usually you would have to have made 12 payments, have updated proof of insurance, provide 2-3 references and there may be a "good faith" partial payment. Please have a fax number or e-mail address ready in order to receive the forms. Pleae be advised that, if you are approved for an extension: (i) the payment extension does not satisfy or cancel the obligation created by the contract; (ii) this payment extension will extend the term of the contract beyound its original maturity date or final payment date as disclosed in the contract which means it will take longer to pay off the contract; (iii) finance charges, including interest, as provided by the contract will continue to accrue on the unpaid balance until the contract is paid in full, including on the extended payment(s); (iv) extending the term of the contract will result in higher total finance charges than if you made all payments as originally scheduled in the contract; (v) You must resume making regularly scheduled payments pursuant to the contract after expiration of the extended month(s); and (vi) the terms and conditions of credit-related products related to or purchased in connection with the contract, including, but not limited to, Guaranteed Automobile Protection (GAP) and credit insurance, may be impacted (please refer to the terms and conditions of any applicable products).