Consumer complaint received 2023-01-30
Company: Financial Asset Management, Inc.
State: UT
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:
Good morning, My name is XXXX XXXX and my phone number is XXXX XXXX XXXX. 
Before I get into telling you what happened please know I work overnights. Im happy to talk by phone. My days off are Tuesday and XXXX  and for me it works best if I can set up a time for us to talk almost like an appointment. Just due to my sleep schedule. This will ensure I do not miss a call or important communication. 

That being said, I want to make a report about ongoing harassment and unethical business practices since XX/XX/XXXX, that I have been dealing with from check city in XXXX ut. 

Last XXXX ( XXXX ) I had taken out a loan for around {$800.00} for car repairs. After XXXX weeks and making only a few payments I injured my spine and was hospitalized and unable to walk properly for several Months. I kept in close contact with them, sent them proof of medical records, made a few small payments I believe and let them know I wanted and desired to pay off the loan as soon as possible, but was waiting on unemployment. However I did not receive unemployment as I did not qualify for unemployment In XX/XX/XXXX I was strong enough to go back to work and still in communication with check city, I let them know I was ready to resume payments. This is when the problem began however. 

Every time I engaged in any conversation, which I did through written communication only due to inappropriate communication as well as the harassment, I was told that the pay date I gave them ( always within a months time of the sent email ) would not be sufficient as I needed to pay them now. I was told they would not take a payment unless it was within that week. 

I would then let them know I could not do that. At one point I was texted several time in one day, after making arrangements, and was still sent texts past 7-9pm at night. I immediately contacted the store manager to inform them of everything going on and still, they stated they wanted a payment then. 

It was around this time, in XXXX, that I was told if I did not make my payments soon and when told, that my file would be sent to collections where I would face a lawsuit. 

This threat continued monthly with the same encounter. I would give a date they could withdrawal for them to only tell me no it had to be done within a week, or it would go to collections. 

Finally In XXXX I responded to the message asking that my file be sent to collections. I was informed it would be sent that day. However it was not and they continued the same game. I asked again in XXXX for it to be sent to collections and explained that it should have been sent the prior month when I was told it would be and still nothing. 

Now it is XX/XX/XXXX and I received another email with the same thing. I said heres the date you can withdrawal, Use the card you have on file. 
I was told no, it has to be now. I then responded with all of this information and explained to them that not only am I a state employee who makes minimal for survival, and budget is very important, but I explained that I am also caring for my mother and cover much of her budget And I really need to be able to make this arrangement and we could do this now or I would contact someone for further assistance on the matter. 

I received an email back stating okay we will set up a withdrawal for the date I gave which was XX/XX/XXXX and was given two ways to pay it off. Once over 4 payments for a total of {$1200.00} or over a year for $ 2400ish.

I responded that I would like to do the 4 payments and again to use the card on file.

When the day came for it to withdrawal I noticed it had not gone out. I went back to my email and an email was sent just a couple days before asking if I wanted to use the card on file. Although I stated in two previous emails to be sure to do so. 

Im now being told I will owe them $ XXXX and going through the same thing. Ive done everything on my end. My credit that I have been working hard to build up has dropped back down, and although I am aware I owe the money I borrowed, at this point that is all I am willingly to pay as I feel like this is not only harassment, but unnecessary stress and unethical conduct. 

I have documents including emails and text messages and I receive daily phone calls from them, even though I have already stated I would only communicate through written communication due to everything that has occurred thus far. I have been more than fair in trying to work to get this paid but now Im honestly scared of facing legal repercussions, which could end up costing me my job. 

Can you please help me? 
I would greatly appreciate it. 
Once I am able to speak to someone who can handle this I will send all documents as I dont want to overflood the system at this time. 

Thank you so much for your help and time. I really appreciate you and your support. 

Sincerely XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation