Frequently Asked Questions
How can I update my address or contact information?
You can update your account information online by clicking HERE, or call one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday.
Do you share or sell my personal information?
SNAAC does not sell your personal information. We may share your information with our affiliates as described in our privacy notice. You may opt out at any time by contacting one of our Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday.
How can I change my name on my account?
If you have had a legal name change, then we will need a legal document (e.g. marriage certificate, divorce decree, etc.) to make the change you are requesting. If the document is lengthy, you only need to send the page(s) that clearly explains the name change. Please fax the document(s) to (513) 459-6485.
*Please note that your name will NOT be changed on the vehicle title.
Why do you ask me to update my information?
In order to effectively service your account, we like to ensure that we have the most up to date information available. We have found that many of our customers live busy lives and move frequently. Keeping our information up to date ensures that we can reach you quickly should it become necessary to share important information directly related to your account with us. Some examples include a missed payment, invalid insurance information, notification that your vehicle has been impounded, or that we received returned mail from a refund check, title, or other important documents which we attempted to send to you.
How can I register my vehicle in another state?
Each state has different requirements for registration and changing states. Therefore, please contact your local department of motor vehicles to determine their requirements. If you are moving to a state that requires the original title or other documents, SNAAC must receive a request directly from the DMV. Upon receipt of the request, SNAAC will process the necessary paperwork and submit it as directed in the documentation.
Why didn’t I receive any tax paperwork?
Typically, you will not receive any tax paperwork from SNAAC for the interest paid on your SNAAC retail installment sales contract. You should seek assistance from a tax professional if you have additional questions regarding deducting interest paid on your vehicle. SNAAC does send a 1099-C to customers who meet certain criteria; if you received a 1099-C and have questions we encourage you to seek assistance from a tax professional.
Billing, Payments, and Interest
I made my final payment. When will I receive my title?
If your final payment was submitted via guaranteed funds (e.g. cashier’s check, money order, military allotment, bank wire), then your title will typically be processed and mailed within a week, provided that no payments were applied within the past few weeks that are not considered “guaranteed funds.” If your account was paid via non-guaranteed funds, then the title will be processed and mailed after an adequate holding period, to ensure all funds have cleared (typically 3 weeks). If your account was paid in full by a dealership, insurance company or financial institution, then the title will be sent to that business unless other instructions are included with the payment.
How can I make my monthly payments?
SNAAC offers several convenient payment options including one-time payments over the phone via check or debit card and recurring debit card or ACH payments. We also accept military allotment, MoneyGram, and Western Union. Please contact a friendly Customer Service professional at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday for more information.
How can I set up recurring debit card payments?
To set up recurring debit card payments, simply go HERE and select “Make a Secure Online Debit Card payment.” Next, read through the Terms and Conditions and fill out the form on the screen. You can hover over the word “Help” if you need assistance with any particular entry. You can use this form to set up a one-time or recurring payment with your debit card. To set up recurring payments, be sure to enter Y for “Recurring Y/N” and include the frequency (1M =Monthly, 2W=Biweekly) and the start date (YYYY-MM-DD format) of the recurring payments. There is no processing fee for recurring payments. For more information regarding recurring payment enrollment, please contact a friendly Customer Service professional at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday.
How can I set up recurring ACH payments from my bank account?
To set up a recurring ACH payment, you will be required to fill out a form and fax, mail, or email it to our office with your signature. Please contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday to receive a copy of the form. There is no processing fee for recurring debit card payments.
Where can I mail a payment?
You can send a personal or business check to our payment lockbox; the address will vary depending on whether your delivery option requires a signature. If you are mailing an insurance check, however, we must process this at our headquarters in Mason, Ohio.
Regular Mail Delivery (no signature required)
SNAAC Lockbox #774575
4575 Solutions Center
Chicago, IL 60677-4005
Overnight/Special Delivery (signature required)
SNAAC Lockbox #774575
350 East Devon Avenue
Itasca, IL 60143
Insurance Checks (Total Loss or Repairable Claims) and Correspondence Only (no other payments)
6951 Cintas Boulevard
Mason, Ohio 45040
What if I cannot make my payment on time?
If you are experiencing financial difficulties, please contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday. We may have options/remedies available to assist you.
Can I change my due date?
We do allow due date changes. Please contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday or email us at email@example.com to determine if you qualify.
Can I get a payment history for my account?
We are happy to provide this documentation to you. Please call one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday. You can also email us at firstname.lastname@example.org; be sure to include your full name and the last 4 digits of your social security number OR your 8-digit SNAAC account number so that we can complete your request.
How can I pay off my vehicle more quickly?
Many customers opt to increase their monthly payments to reduce their balance more quickly. You are more than welcome to increase your payments at any time. You may also submit a principal-only payment; however, a principal-only payment will not advance your next due date or excuse your next scheduled payment and you must call/email us to request us to apply the payment in this manner. For more information, please contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday.
I overpaid. How can I get a refund?
After the final payment has cleared, which can take up to 3 weeks depending on the final payment method, we will mail a refund check, if applicable, to the address on file. You may also contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday to set up a refund directly to your bank account after all funds have cleared.
How can I tell if I qualify for the Servicemember’s Civil Relief Act (SCRA)?
You may qualify for a reduced interest rate under the SCRA if you joined active duty military service after entering into this financial obligation. If you do not qualify for the 6% rule under section 527 of the SCRA, you may still qualify for other protections. For more information, please refer to the full act HERE or seek advice from a legal professional.
Trading or Refinancing
How do I trade in my vehicle?
SNAAC is pleased to offer our customers with an opportunity to apply for pre-approval to trade-in their current SNAAC vehicle. To apply online, be sure to have your most recent end of month LES available and click HERE to begin the process.
Can I refinance or lower my interest rate?
SNAAC is an indirect finance company and therefore is not able to refinance or alter your contract. You can, however, contact any financial institution of your choice to investigate refinancing options that may be available to you. SNAAC does not charge any early termination fees. We do require specific authorization from you to release your payoff balance to the financial institution of your choice. Be sure to carefully read your new contract before signing. We recommend that you do not stop any recurring payments until the payoff has been received. Please contact one of our helpful Customer Service professionals if you have any further questions or if you would like to authorize us to provide your payoff quote to the financial institution of your choice.
Can someone take over my payments?
No, a third party cannot take over the payments for your retail installment sales contract. A third party assuming payments for your vehicle while the retail installment sales contract is in your name could result in damage to your credit report if payments are not submitted in a timely manner. This situation might also cause registration issues since the title would still be in your name. A third party can get a loan through their own financial institution (SNAAC does not offer direct financing at this time) and pay off your account. We would just need your permission to release the payoff to the new lender and/or third party and we would release our lien on the title after the payoff has been received, pending a standard waiting period for funds to clear (up to 3 weeks, depending on the final payment method).
Title and Contract
How can I get my title?
Once your account has been paid in full, we will send your title or lien release to the address on file within 3 weeks (3-5 business days if all payments within the past 3 weeks were guaranteed funds). Depending on where your vehicle is registered, the state may have the paper or electronic title, in which case we will send a notarized lien release document that you will take to the title office to remove SNAAC as the lien holder. The title or lien release will be sent to the address on file. We recommend calling our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday before submitting your final payment, to ensure that we have your current address.
How can I get a copy of my title?
If you need a copy of your title, please call one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday. You can also email us at email@example.com. We pride ourselves in prompt response times during business hours; please be sure to include your full name and/or your SNAAC account number so that we can locate your account. It is important to note that some states hold the original or electronic title; therefore SNAAC will not be able to provide a copy in those states.
I refinanced my account. When will my new lender receive the title?
Generally, we send the title to the new lender within 3 weeks of receipt of the final payment. In some cases, however, your new lender may specifically request that we send the title to you, in which case we will send the title to the address on file unless requested otherwise. It is also important to note that some states hold the original title until the lien is released, or have an electronic title. If your title is in a title-holding or electronic title state, we will send a lien release to you or your new lender per instructions received with the payoff check. If your new lender requests to have the title/lien release sent to you, it will be sent to the address on file. We recommend calling our friendly Customer Service professionals before submitting your final payment, to ensure that we have your current address. Please note that some lenders will convert your retail installment sales contract to a personal loan, with a higher interest rate, if you fail to remove SNAAC and add the new lender as the lienholder on the title within a specific timeframe (typically 30 days). Please refer to your contract with the new lender for more details.
I paid off my account. How do I remove SNAAC from the title?
After your account has been paid in full, we recommend taking the title along with provided paperwork to your local title office immediately to remove SNAAC as the lienholder. If you have not removed SNAAC as the lienholder and are unable to locate the paperwork provided, please contact one of our friendly Customer Service professionals and request a new lien release. The lien release is a notarized document that we will mail to you. Upon receipt you should go to your title office to have our lien removed from the title.
I was involved in an accident. What should I do?
After you have notified your insurance provider to file a claim, please call our Insurance Claims team at (888) 263-0753 between 8am-6pm Eastern Time Monday through Friday to discuss the next steps. If you purchased Guaranteed Auto Protection (GAP), the claims team can help you submit your GAP claim. In most cases a police report is required to file a GAP claim, so we recommend filing a police report and following up with them to receive a copy of the report.
My car is totaled. How can I file a GAP claim?
If you purchased GAP when you financed your vehicle, our Insurance Claims team can help you submit your GAP claim. In most cases a police report is required to file a GAP claim, so we recommend filing a police report and following up with them to receive a copy of the report. Please call our Insurance Claims team at (888) 263-0753 between 8am-6pm Eastern Time Monday through Friday.
Why do I need full coverage insurance?
Accidents happen, and to protect our investment as well as yours, we require that you carry full coverage insurance for the duration of the contract. If/When your vehicle is placed in storage and not being driven, you may temporarily remove the collision insurance. It is very important, however, to remember to add the collision coverage back before you resume driving the vehicle. If you have GAP, it will not cover what insurance would have paid if you have an accident while uninsured. Additionally, we do require your comprehensive and collision deductibles to be no more than $500 and that you list SNAAC as the loss payee endorsement or lienholder on the policy until it has been paid in full.
I wrecked my car, but my insurance lapsed. What should I do?
If you were involved in an accident during a period without insurance coverage, or if your claim was denied, you may still be able to file a GAP claim if you purchased a GAP policy when you financed the vehicle. Please call our Insurance Claims team at (888) 263-0753 for more information.
Why do I need to list SNAAC as my lienholder on my insurance policy?
Listing SNAAC as your lienholder on your insurance policy will ensure that we receive timely updates in regards to your policy coverage. This is important because you are required to maintain full coverage insurance on your vehicle for the duration of your contract. Additionally, if you are involved in an accident while you are uninsured and you still owe a balance on your account, you will be responsible for the remaining balance. If you purchased GAP when you financed your vehicle, you may be able to submit a GAP claim, even if you were uninsured. However, GAP will not cover what the insurance company would have paid.
A recall has been issued for my vehicle. What should I do?
If you have been notified of a recall on your vehicle, you should contact your local dealership and provide them with your VIN. They will confirm whether your vehicle qualifies and advise you of the next steps. In most cases the dealership will schedule an appointment for you to bring your vehicle in for repairs that should be paid for by the manufacturer. In some cases, the parts may not be available, in which case the dealership should inform you when they have the parts and are able to remedy the issue. If you are not sure if a recall has been issued for your vehicle, you can search for open recalls HERE. Many manufacturers offer VIN searches for recalls on their website as well as additional information related to the resolution.
My vehicle is experiencing mechanical issues. What should I do?
If you are experiencing mechanical issues with your vehicle, it is advisable to stop driving to prevent further damage. If you purchased a Vehicle Service Contract (VSC) when you purchased the vehicle, you should contact the VSC administrator to file a claim. In most cases, the VSC administrator requires authorization before work begins on your vehicle, meaning you may not receive the benefit of your coverage if the repair facility begins work before a VSC claim has been filed and repairs have been authorized. We also encourage you to review the contract for details regarding coverage, exclusions, deductibles, and other relevant information. SNAAC is not the administrator for VSC; however, you can contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday and they will be able to confirm whether you purchased a VSC and provide you with the information necessary to file a claim with your administrator.
- I am being stationed overseas. Can I ship my vehicle?
If you are PCSing to a country where the US Military allows civilian vehicles, you may be permitted to ship your vehicle. You will need a letter of permission from SNAAC. Your account must be in good standing, including proof of full coverage insurance stateside and when you arrive overseas. Please contact one of our friendly Customer Service professionals at (866) 500-2544 between 8am-6pm Eastern Time Monday through Friday for full details and requirements. To request permission to transport a vehicle overseas, SNAAC generally requests a 30 day notification, although we do understand that your personal circumstances may not always make this feasible; we will do our best to accommodate your needs.
- How can I stop or change my allotment?
SNAAC does not have access to your MyPay account. We are unable to start, stop, or change discretionary allotments. If you need help to stop or change your allotment, please contact DFAS or your local finance office.