Consumer complaint received 2019-01-08
Company: TMX Finance LLC
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
On XX/XX/XXXX, I took out a {$500.00} NON-COLLATERAL payday loan from XXXX XXXX in XXXX, TX. Payment terms were 10 payments of {$99.00} biweekly. I began making my payments on XX/XX/XXXX. I was initially set up on auto pay. I went into the store on the XX/XX/XXXX and made what I thought would be a paydown amount of {$20.00}. I was told at that time by the office manager XXXX that my regular payment would still come out after XXXX. The next day only the difference of {$72.00} was showing as pass due so I manually paid the {$72.00}. I informed XXXX what happened and he said that nothing should come out of my account because the payments shows paid. On Monday XX/XX/XXXX the payment of {$72.00} was debited from my account anyway since it was set up on autodraft. When I called and told XXXX about it, he said for me to go to my bank and get something to show it was taken out. Since there were two payments drafted my bank credited the auto payment back to me and returned the transaction. This transactions seems to have started a big mess with my account with XXXX XXXX and in the way it has been handled. In the following weeks I made my payments based on what the app was saying needed to be paid. Which included payment of {$73.00} on XX/XX/XXXX. When I checked the app almost daily I started to see that the app was showing me past due for {$190.00} continuously and my balance was not going down but rather up. I brought this to the attention of XXXX another manager in the ACH department. He advised me that a ticket would need to be put into IT to try and correct the app. My next payday XX/XX/XXXX I called and spoked with XXXX in the ACH dept and asked her to confirm what my payement needed to be. She said the system is showing $ XXXX-this is the amount I paid. When I talked to XXXX I expressed about dissatifacation regarding the app and how I don't think it was a true account of what I actually owed or payoff. He assured me that he would get back with me before the XXXX Holdiay. Which he failed too do. When I attempted to call him back there was no return call after leaving a voicemail message. At this point I am beyond frustrated with XXXX XXXX and their lack of communication to keep me informed with the progress of my account being corrected. The amount shown on my app is stead going up. On XX/XX/XXXX I called back to again check the status of my complaint and my balance. XXXX confirmed my balance was at the time {$710.00}. On XX/XX/XXXX I made a payment of {$99.00} and the app still kept showing me being {$190.00}. Because of all the issues XXXX another manager called me and said that she would make my XX/XX/XXXX payment for me. I noticed that my balance was still over {$700.00} and I called back. Think I talked XXXX or XXXX that day and explained to her that XXXX made a payment and I also made my regular payment. If there was a double payment made, my balance should be way less then then {$700.00}. I received a return call again not sure if it was XXXX or XXXX but my balance had to manually calculated by XXXX which was confirmed to be {$600.00}. On my next payday XX/XX/XXXX. I made another payment of {$99.00} I specifically asked XXXX to confirm my balance since it was to be manually calculated, because there again their system was not correct. She said XXXX would not be back until Monday and she would call me and confirm my balance. I called on XX/XX/XXXX to confirm my balance since I did not receive the initial call as expected. I was told by XXXX that my balance received from XXXX was {$610.00}. I explained to XXXX that if there was a double payment made for XX/XX/XXXX there is no way my balance should be {$610.00} not too mention, by my next payday on XX/XX/XXXX with interest my balance would be back to about {$650.00} est or so. As payments are being seems like i'm not gaining any traction to even pay this debt off early if i wanted too because whether is their system or manual calculation ITS NOT RIGHT. She than begin to tell me that come XX/XX/XXXX my final payment would be $ XXXXest. At this point I feel like XXXX  XXXX is violating the Federal Lending Act and I'm asking for a full investigation to their practice. Based on my pay history I have already paid {$490.00} to this loan.

Company response to consumer: Closed with explanation