Consumer complaint received 2023-02-01
Company: BANKERS HEALTHCARE GROUP LLC
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
I decided to pursue a loan with BHG in XX/XX/2022. I took my time to consider it and during the next several weeks, the original advisor, XXXX, was changed to a different one. I spoke with her, XXXX, several times about the amount and the terms. I then decided to finalize the offer on XX/XX/XXXX. I replied to XXXX via email from my XXXX and did not receive a reply. I left a voice message and then spoke with her and she indicated she did not receive my email, and asked if I could email her from my computer. That sounded odd and I indicated that if I can I will, but that I am very busy with work and I routinely send emails - from the same address - from my phone. I then responded to subsequent emails from XXXX and the same thing happened. I asked her to please check her spam folder. After responding to a text to verify my identity with a photo of my ID and face, I was to be sent a link to the application, but the link in the email did not work. Specifically, it was a hyperlinked " click here '' and although it highlighted when I hovered over it, it was not clickable, it did not open anything. I emailed XXXX about this and again she had the same odd issue saying she didn't receive my email. Nothing was wrong with my email, phone, or any device ; this was all on BHG. I called her to complain about the emails and also now about the inoperative link. She sent it again. Same thing happened. And then she said she would escalate it to IT. 

Throughout all of this, there was no way to contact IT myself, or to contact someone else. I was directed back to XXXX. Someone from IT, XXXX, called while I was in a meeting and left a voice message with his number on XX/XX/XXXX. I tried calling him back twice on XX/XX/XXXX and also told XXXX, and she said she would have him call me, but as of XXXXXXXX XXXX I have not heard from XXXX again. I also got a call from XXXX, who XXXX said is working with her, and that was to say that I if I submit missing or erroneous information that I would need to send a copy of a check. I indicated that there was nothing in error in my application, since I have not yet been able to get into the application due to the inoperative link. I did receive another link to change my password, and that worked as far as the password, but then on the next page was the process to enter my banking information. There was a box to click indicating my consent fot BHG to use a third party verification. But yet again, I could not check the box. I clicked in it several times and nothing happened. There was a " refresh '' button on the page and when I clicked that I red " error '' box appeared at the top of the page. Again, no way to enter the information. 

Being very frustrated at the inordinate amount of time this process is taking, and the lack of basic technology to simply provide a hyperlink so I can provide my banking information, I looked for a customer service number and asked to speak to XXXX 's supervisor. It turns out, or at least appears, that XXXX is her supervisor. I asked to speak to XXXX 's supervisor to escalate this to fix these simple steps. I spoke with someone named XXXX who said she would speak to IT to resolve this matter. Two hours later, and having heard nothing, I called back and everyone including XXXX 's supervisor, whom I asked for, was " in a meeting. '' Meanwhile I had found XXXX XXXX on XXXX, from the BHG website he is listed as President of the Lending Division. I sent a message to him via XXXX yesterday, XX/XX/XXXX, but never heard from him either ( as I mentioned, there is no way to contact someone to truly escalate an issue ). 

Although BHG claims to provide " concierge service '' they have failed to respond to my situation, and seem to re-frame it as something I did or inputs that were erroneous. Again, I have yet to access the application to finish the process by providing my bank information. So nothing I have provided is causing this situation. The links are definitively inoperative. How can a company like this get any business done or work with consumers if these basics are such insurmountable problems?

Company response to consumer: Closed with explanation