A member contacted Patelco when his auto loan was more than 70 days past due and already under review for repossession. During the conversation, it became clear he was experiencing significant financial and emotional stress after losing his job. He was fully committed to keeping his vehicle, but he could only afford to make a single month’s payment — an amount that would not bring the account current. Rather than focusing solely on the delinquency, our team member took the time to understand the full scope of the member’s situation and explore solutions that could provide meaningful relief.
After reviewing the account and available options, the member was guided toward a two-month deferment program. This option offered immediate breathing room, helped prevent escalation toward repossession, and protected the member’s access to reliable transportation during a critical moment. In addition to identifying a short-term solution, the conversation went beyond the transaction. The team member walked the member through how interest accrues during deferment, how late fees can impact the loan, and the long-term importance of maintaining healthy credit. This education ensured the member understood both the benefits and responsibilities of the option being offered, empowering him to make informed decisions as he worked toward financial stability.
By the end of the call, the member expressed gratitude and relief — sharing that he felt supported rather than judged.
