Consumer complaint received 2019-08-05
Company: OPORTUN FINANCIAL CORPORATION
State: NV
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
As of XX/XX/2019 Oportun has negatively impacted my credit score by reporting loan number ending in -XXXX as being delinquent. 

I opened my first installment loan with Oportun on XX/XX/2019 for {$300.00} with fees it would total {$320.00}. Biweekly payments of {$28.00} starting on XX/XX/2019 with last expected payment ( # 12 ) to be XX/XX/2019 for {$25.00}.

Just to note my first payment was made prior to due date on XX/XX/2019 for {$28.00} and the following were also made prior to due date and above the  amount. 

However, the issue was created by Oportun starting in XX/XX/2019 when a bill pay payment of {$28.00} through XXXX XXXX XXXX ' was not posted as expected in a timely matter. The payment ( Check Number : XXXX ) was created on XX/XX/2019 ( Transaction ID : XXXX ) and scheduled for delivery to Oportun on XX/XX/2019 for payment # 05 ( Payment Schedule ) XX/XX/2019. 

As usual, I was log into my Oportun online account to see if payment has been posted, but once XX/XX/2019 approached I had not only called XXXX, but also Oportun varioustimes to check the status of where the check is ( since like previous time it was sent electronically and " on time '' ). Usually, no specific and resolutions even when I asked could I have the number or be transferred to Oportun 's department that received mail payments ( the agent states no number and not possible to be transferred ). By XX/XX/XXXXXX/XX/XXXXXX/XX/2019I had eventually received a call from an agent ( I don't remember his name ), but he told me that I was still in my " grace period '' as long as I could inside a local store to make the payment. So, this agent was also provided the check number and we discussed that a stop payment would be made on the check hence over a week had gone by. 

On XX/XX/2019, I went to Oportun 's XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX branch and paid {$100.00} also to cover the missing check. My balance was then {$94.00}. 

On XX/XX/2019, I submitted a payment via XXXX 's bill pay for {$66.00} ( five days prior to No. 5 Scheduled payment XX/XX/19 ) leaving a balance of {$28.00}. 

Prior to XX/XX/2019, I had for the second time gone to Oportun 's branch because my Oportun account stated that my account was paid and that I was eligible to apply for a new loan. The short and chubby XXXX  female agent told me a payment was not needed and could not be made because the account was paid in full and gave me receipt ( receipt number XXXX ) highlighting {$0.00} next payment amount. 

I was approved for a new loan ending in XXXX in which is up to date. 

However, as stated before Oportun has created this negative issue on my credit report dropping my score more than 20 points because of their mishap. 

I've called several times to rectify this issue with spending countless and wasted hours with XXXX native speakers that seems not understand English and  unfortunately not able to resolve the issue among transferring to different departments due to unorganized/screwed-up system and company ; including the escalation tickets are vain. 

By XX/XX/XXXX, I received a letter stating that I missed a payment on the original loan ending in -XXXX and that I owed then almost {$60.00}. Hence I could not resolve this issue over the phone, I thought going into the local store for the third time would due justice. I asked to speak to manager. The XXXX female team lead was present, but didn't seem to interested in helping and spoke XXXX to the agent regarding me. I picked up that she told him that she could spend much time to assist me. He was somewhat diligent and suggested to resolve the issue hence the system appeared to be malfunctioned, etc. " In good faith, '' I offered and paid {$28.00} cash and demanding whatever the unexplained extra charges and/or returned check fees be waived bringing my account to {$0.00}. 

Unfortunately, after providing my receipts and expressing deep lack of satisfaction for about 5 hours the male XXXX agent scanned my documents and he spoke with a customer service/technical support agents via phone regarding this matter on XX/XX/2019 additionally with today 's call to agent XXXX A ( which stated he was a supervisor ) on XX/XX/XXXX XXXX XXXX PST was waste of time and another ticket created. 

*I will attach documents which will include receipts and their system inconsistencies/errors along with a snapshot from my bank regarding the XX/XX/XXXXpayment.

Company response to consumer: Closed with explanation