Consumer complaint received 2023-07-13
Company: Grow Credit Inc
State: ME
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX I became aware that Grow Credit had reported to the credit bureaus that I was late making my payments for the month of XXXX and XXXX, XXXX. Their app connects automatically to the customers bank account and can access balances and take payments automatically. They told me that my balance was insufficient at the time they tried to take the payment, so they did not process it. The balance has been too low that morning, but I had transferred funds since they had checked the balance, and the funds were available at the time the payment would have processed, had they actually gone through with charging my account. They informed me via chat on their application that once that happens, they can not accept a payment that day, regardless of whether I provide them different account information, a debit card to charge, or even if I inform them that the balance is sufficient and they can take the payment. They only check once a day according to their representative, and if the balance is insufficient at the time they check, the customer can not pay on-time another way that day, no matter what. Unfortunately that day also happened to be the day it was due. 

I tried to make the payments on their application and the website but they blocked me from doing so on the payment due date, which was also the date that the statement was generating for the following month. They said that is just how the payment processing works and that I could pay using only XXXX that day, which is not realistic since not everyone has or can even get a XXXX account, and that I would have to wait until the next day to pay, regardless of the impact it could have on my credit. 

I contacted them via the chat feature on the application to discuss this, and was told if I just waited until the statement was processed the next day, that I could make a payment via another account or card, but not until the following day, which was too late to be on-time. I waited, since I had no choice not to, and paid the payment the next day. The funds were available at the time they would have processed the payment, but they never even processed it because their check of my balance earlier that day showed it was not sufficient. It was however sufficient later that same day, but they refused to process it or accept any payment that day ( the due date ). 

When I checked my credit report in XX/XX/XXXX, I saw that they had reported the payments in question as being late. I feel that I am not at-fault for them being late since they didnt allow me to pay them before they became late as the option wasnt available, and even reused to take my auto-payment because of their own systems inadequacies and failure to check for balance when attempting payment, not hours before. 

I do have screenshots of the chat in question from XX/XX/XXXX when I contacted them to discuss this. They told me the same thing again, and that it was my fault for not paying by the end of the due date, but that they would accept my payment ( from whichever card or account I chose ) the next day. 

I am requesting your assistance in resolving this matter, as I have tried myself and have been unsuccessful. I even attempted to dispute it with all 3 credit bureaus, but they did not agree that Grow Credit was liable, therefore they still show on my credit as being late. I spoke with a Grow Credit representative and was given the information above, and told they would not change the late payment reporting, even though it was due to no fault of my own. 

I look forward to a resolution in this matter and please feel free to contact me with further questions. I apologize if my message is hard to understand, I have never done this before. Thank you in advance. 

The screenshots attached are from the days I attempted to make my payments. It clearly shows my attempts, then telling me I had to wait, and why it wouldnt allow it to be paid at that time.

Company response to consumer: Closed with explanation