Consumer complaint received 2023-02-13
Company: ENOVA INTERNATIONAL, INC.
State: AL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
XX/XX/XXXX : Pre-approved. Unable to auto-verify bank information a second time ( despite it functioning on their website the first time. ) Phone call received from XXXX. Informed XXXX I was locked for auto approval of banking information. She informed me I could submit my XXXX most recent bank statements instead. I submitted approximately XXXX minutes later via email. 

XX/XX/XXXX : multiple emails regarding 'additional information '. Phone call with another agent. Informed agent I was able to log into my bank account for auto verification but there seemed to be some sort of technical error on their end where it was stuck on 'loading '. Was told 'sometimes credit unions have extra security features '. ( I had no issues with this system during the pre-approval process. I believe this to be untrue. ) was told to submit a voided check because 'we require your XXXX most recent bank statements and a voided check for approval because you bank with a credit Union ''. There is no information available to the consumer that would hint at additional requirements for credit union customers. 

I submitted screenshots of my current account activity as well as a bank-generated digital check. 

Their requirements for a voided check are 'your full name as well as account and routing number must be visible on the check. ' I received a call stating the check image i provided would be fine as long as I re-submitted it with a 'void ' status. 

I re-submitted this check, now with 'void ' added to the image. 

XX/XX/XXXX : Informed I would need to submit another voided check because this 'looked digital '. I made that fact clear in prior correspondence, as I told every agent I interacted with that I was leaving down for over a week today ( XX/XX/XXXX ) and that's why I needed the loan and wasn't able to go to a physical bank location before then. 

I submitted every piece of documentation I was asked for despite these additional requirements not being made clear. I do not believe their additional verification requirements based on my banking with a credit union are fair or acceptable. 

After XXXX days of correspondence, I am now out of town and unable to obtain anything from my physical banking location by the time they will deny my loan due to lack of sufficient documentation on my end ( XX/XX/XXXX ). 

Their lack of transparency with the application process as well as lack of clarity regarding their requirements has caused damage to my credit in the form of a hard inquiry that will stay on my credit report for years and which I am in the process of rebuilding. 

Documents I provided : My XXXX most recent check stubs with my direct deposit information present on the documents to include my account and routing number. 

My XXXX most recent bank statements with XXXX direct deposits present from my place of employment. 

A bank-generated digital check with my full name, address, account and routing number present. 

Screenshots of my open and active checking account and most recent transactions to include transactions from that same day, as well as account and routing number.

Company response to consumer: Closed with explanation