Borrower Resolution Centre

We're here to help you resolve your file.

Financial difficulties can be stressful. Our goal is to treat every individual with dignity and respect while executing the instructions provided by your lender. The most important step you can take right now is to communicate with us — ignoring the situation will limit your options and may increase costs.

Call 1-888-725-1085 See common questions
What to expect

The recovery process, side by side

Two parallel tracks describe what happens on the lender's side and what's happening for you.

Lender / Client Track

1

Assignment

Lender assigns the file to RecoveryHub.

2

Seizure

Licensed bailiff recovers the asset.

3

Remarketing

Asset is prepared and sold.

4

Recovery of Funds

Proceeds applied to the loan.

Borrower / Debtor Track

1

Notification

You receive notice that recovery is underway.

2

Redemption Window

A limited period to reinstate, pay out, or surrender.

3

Personal Property Retrieval

Schedule retrieval of items left in the vehicle.

4

Account Resolution

Sale completes and the deficiency is calculated.

Take action

What should I do?

If your vehicle or asset has been assigned for recovery, or if it has already been recovered, please follow these steps:

01

Contact Us Immediately

Call our resolution team at 1-888-725-1085. Please have your Loan Account Number or VIN ready. If you don't have either, we can still attempt to locate your file using your full name and verifying some personal details.

02

Verify Your Identity

For your privacy and security, we require verification of identity before discussing any file details.

03

Update Your Contact Info

Ensure we have your current phone number and email address so you receive critical notices regarding your personal property and the vehicle's status.

Frequently asked questions

Answers to common borrower questions

Who are you?
RecoveryHub has been contracted by your auto loan provider to facilitate recovery of the financed asset. We are authorized to assign a bailiff or repossession agent to your file, to contact you regarding the circumstances of the repossession and how you might prevent it, to provide you with information regarding your loan and/or vehicle following repossession, and to facilitate the sale of the asset on their behalf.
How can I verify your authorization?
You can call your lender's customer service department directly to confirm that RecoveryHub has been assigned to the file.
How can I speak to someone about my loan?
You can call 1-888-725-1085 to speak with an agent. If an agent is unavailable at the time of your call, you can leave a voicemail with your name, lender name, your account number (if you know it) and a number where we can reach you for a return call.
Why was my account sent for repossession?
A lender has the right to send any loan for repossession if the debtor is in breach of any of the obligations contained in the agreement signed by the debtor. This could include missing a single payment, multiple payments, breaching a payment arrangement, or failing to adhere to requirements like insurance coverage or allowing for another lender to place a priority lien for repair or storage loans on the asset.
Why wasn't I notified you were coming?
Your loan agreement or conditional sales contract with your lender outlines the rules that govern your relationship. These agreements act as standing notice of the lender's right to recover the asset upon default.
What are the rules regarding the recovery process?
RecoveryHub and its service providers follow all provincial laws regarding breach of peace and professional conduct. For the rules that are specific to your province, please review your province's Consumer Protection Act or similar legislation.
My vehicle has been repossessed. How do I get it back?

Reclaiming your vehicle is often possible, but time is sensitive. You generally have three options, subject to provincial laws and your lender's approval:

  • Payout: Paying the full balance of the loan plus any repossession and storage fees, if applicable.
  • Reinstatement: Paying the past-due arrears plus repossession costs to bring the loan current (not available in all provinces or contract types).
  • Voluntary Surrender: Signing an agreement with the lender that you are voluntarily surrendering the asset upon default of your loan may result in reduced fees and a reduction in the deficiency balance you owe on your loan (subject to provincial legislation).

Action: Contact RecoveryHub immediately to discuss payment. RecoveryHub will need to send a "Release" notification to the storage location so you can schedule an appointment to pick up your vehicle.

Option Cost Involved Result
Reinstatement Arrears + Repo Fees Keep your vehicle; continue original loan.
Payout Full Loan Balance + Repo Fees Own the vehicle outright; loan is closed.
Voluntary Surrender Reduced Repo Fees Vehicle is sold; you may owe a smaller deficiency.
Seizure and Sale Repo Fees Vehicle is sold; you may owe the full loan deficiency plus any incurred repo fees.
What documents should I expect to receive?
Following repossession, you should receive documentation that contains information regarding the amounts needed to redeem and reinstate your loan and a deadline for such payment before the asset is sold at auction. These documents will also outline where the asset is located. Depending on your province, these documents may be referred to as a "Notice of Seizure" or a "Notice of Intention to Sell." Please note that if you signed a Voluntary Surrender Agreement, you will not receive these documents.
I can't afford to pay out the balance or the arrears. What happens now?
Your vehicle will be sold, typically at an auction, and the balance of the funds will be sent to your lender to be applied against your deficiency balance (what you owe). Depending on the province, your lender may attempt to collect or sue you for the deficiency balance remaining after the vehicle is sold and the balance (less any applicable fees) is applied to your loan.
Will a repossession affect my credit score?
Yes. Your credit score will drop once a repossession is reported. The amount of the credit score drop depends on your credit score at the time. Your credit rating will also drop. A repossession can stay on your credit report for up to 7 years, potentially impacting your ability to access credit in the future.
What happens to my personal property left inside the vehicle?

We do not keep your personal items.

  • Priority Items: If you are present during the repossession and there are essential items like prescription medications, legal documents, or child safety seats, you can request that the bailiff or repossession agent allow you to retrieve these items prior to the asset being removed.
  • Inventory: Upon recovery, a detailed inventory of visible personal property is created.
  • Storage: Our storage partners store personal property for a specific period (typically 30 days) at their facility.
  • Retrieval: You must schedule an appointment to collect your items. Please bring a valid government photo ID. Typically there is a small fee associated with the storage and release of personal property that will be collected when you attend to pick up your property.

Note: We cannot release property to third parties without your written, signed consent.

What if I have proof that my payments are up to date?
Please call us as soon as possible at 1-888-725-1085 so that we can verify this information with your lender. We may request that you send us proof of payment. Please note that we will need to verify this directly with your lender prior to ceasing any repossession activity.
I have already paid off most of my loan. What can I do?
In some provinces, if you have already paid more than two-thirds of your loan, the lender may require a court order to repossess. If you believe this applies to you, please contact us immediately at 1-888-725-1085.
Can I voluntarily surrender the vehicle?

Yes. A "Voluntary Surrender" is often the best option if you cannot maintain payments.

  • It avoids the stress of an involuntary recovery at your home or workplace.
  • It minimizes the costs added to your account (such as bailiff fees, towing mileage, and skip tracing fees), which reduces your final deficiency balance, subject to provincial legislation where applicable.

Call 1-888-725-1085 to schedule a drop-off.

I got my car back after repossession. How do I avoid this happening again?

It's essential to stay in "good standing" on your loan by staying on top of your payments. If you find yourself in a situation where you are having difficulty paying, communicating with your lender as early as possible is your best option.

  • Set up Automatic Payments: By automating your payments, you reduce the risk of missing one because you forgot the date. RecoveryHub can assist you with getting your Pre-Authorized Debit restarted with your lender.
  • Talk to Your Lender: If there is a chance you might miss a payment, talking to your lender as early as possible may provide you with options including skipping a payment or extending your due date without further penalty. The options available will be unique to your lender.
  • Refinance Your Loan: There are some options available to help refinance your loan if your monthly payments are too high. These will typically depend on your credit score and overall payment history.

Talk to a real person today.

The earlier you reach out, the more options you have. Our resolution team is ready to walk you through your file, your timeline, and the path forward.

Call 1-888-725-1085
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