Consumer complaint received 2023-02-10
Company: Action Credit, LLC
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
Around about XX/XX/XXXX, I received an unsolicited Check in the amount of XXXX Dollars from Action Credit Loans. The check included information that I may cash the check and it would open a loan account for that amount, plus interest and handling charges, in the amount of XXXX. I visited the Action Credit XXXX XXXX location and had questions about the legitimacy of the check. I spoke to XXXX XXXX, who stated I could take the check to XXXX XXXXXXXX XXXX and cash it without a fee. I was given a promissary note with all the Loan terms at the time of my visit on XX/XX/XXXX. The Loan terms did not include a " Convenience Fee '' for making payments over the phone. XXXX XXXX did not disclose to me the existence of this fee in writing nor verbally. I was charged this fee each time she took a phone payment from me from XXXX to around about XX/XX/XXXX. On XX/XX/XXXX, I telephoned the XXXX XXXX store and spoke to the new manager XXXX. XXXX XXXX informed me XXXX was no longer with the company. At that time I was not informed I would be charged a fee. I then visited the store on XX/XX/XXXX in response to a flier they had sent to my home, stating i could roll over my loan and receive another XXXX dollars. I was then given another contract, numbered XXXX. The new contract I received again did not mentiion the existence of a " Convenience Fee ''. I made 2 subsequent payments in XX/XX/XXXX towards the new loan. On each payment, I was not charged any additional fees, outside the XXXX that was agreed upon in my loan conditions. Around about XX/XX/XXXX, I contacted the store because I did not understand why it was taking so long to update my account information on XXXX and XXXX XXXX. I spoke to XXXX XXXX who informed me I would need to call a corporate XXXX number to ask said question. I then called the XXXX number and left a message on XX/XX/XXXX. I received a phone call back later that day from the " Vice President '' of Action Credit. He was extremely confrontational and shouted at me several times. He stated that it was " not his fault that I was a dedbeat that didn't pay my bills. '' He went on to state " I did not want to find out what would happen if I stopped paying on this account ''. He further stated " I can report to the Credit Bureaus exactly accurate information, that you have been paying late every month ''. To be clear, I had not paid late at any time up until that point. In XX/XX/XXXX, I took another Loan refinance under contract XXXX. I again did not receive any information about a " Convenience Fee ''. Under the new contract the payments were to be XXXX a Month for 8 months, with the final payment coming due in XX/XX/XXXX. In XX/XX/XXXX, I contacted the store and wanted to make a payment over the phone. In XX/XX/XXXX, I contacted Action Credit to make a payment on my account. I was told the amount would be XXXX. I was not sure why the payment amount had gone up, and asled to speak to a manager.The Manager, XXXX, stated I would be charged a XXXX " Convenience Fee '' and the only way i could get around this was to pay in person at the store. I informed XXXX I was out of town and was not able to pay in the store, to which she replied, " there is nothing I can do, we charge this fee to everyone ''. I was charged an addition XXXX fee for my payment in XXXX. On XX/XX/XXXX, I went to the XXXX XXXX store and spoke to XXXX. She stated there was nothing she could do about this fee. I asked to speak to her supervisoir. She stated someone would call me back, however no one returned my call. I called later in the day to inquire as to why no one had called me back. The rep that answered the phone, XXXX, was extremely rude and dismissive. I asked why I needed to pay a fee which was not on the schedule, and she replied " its not my job to talk to you '' and hung up the phone. On XX/XX/XXXX I went into the store to pay off the account. The manager connected me with XXXX on her cellphone. XXXX stated there was nothing they could do, and this was a valid fee. I informed XXXX that Action Credit was violating federal law by charging a fee that was not disclosed in the loan terms. He then threatened me that if I sue them, " I would need to pay all their legal fees ''. I then telephoned the store and paid off my account in full, and was not charged a convenience fee.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation