Consumer complaint received 2023-07-29
Company: Possible Financial Inc
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I took out a small installment loan to help build up my credit on XX/XX/XXXX with the company Possible Finance for a principal amount of {$180.00}. The amount I owed was {$210.00} after interest and fees. I had fallen behind on the loan due to financial hardship and Covid ultimately prolonging the hardship causing me to default. 

I was trying to take care of my outstanding loan balance in XX/XX/XXXX which I had tried to pay in full several other times but was unable to due to their app not working and not being able to speak with a customer service rep given their phone number they provide is automated and hangs up on you. They only communicate through email which are untimely, uninformative, and do not address any real concerns or issues of the customer in my experience. They also make you provide your SSN and DOB in the email before they will respond to you which is NOT SECURE so the fact that they do not provide a way to communicate with customer service over the phone is very sketchy. 

I went to pay my balance in full on XX/XX/XXXX and it showed me owing {$210.00}. and when I confirmed submission of my payment the {$210.00} was also displayed. After I went back to the home page, it said my payment was processing for {$280.00} which I did not authorize. I emailed the cust. serv. rep explaining the situation and asked him to cancel my payments until the amount was verified. They would not cancel my payments nor could tell me why {$69.00} extra dollars was added which is FRAUD. They were extremely rude and THREATENED to keep harming my credit. I had to reach out to my bank and have them stop the transactions. To be clear, I made possible finance aware of this BEFOREHAND, stating I wanted verification of the {$69.00} charge. 
Possible Finance then went and reported a negative remark to my credit report and said I was late by {$280.00} when for two consecutive years {$210.00} has been reported every month. They also dont report until the last day of the month. This was reported on XX/XX/XXXX. 

My contract specifically states in my loan agreement that the interest and monthly maintenance fee are already included in my finance charge which comes out to {$210.00} when added to the {$180.00} principal loan amount. My contract also states PROMISE TO PAY. You promise to pay us the sum of {$210.00}, which includes the loan Principal Amount shown above, plus the Finance Charge stated above, in installments. I had asked them to send me a breakdown of the accounting to verify and refused. They were reporting scheduled payments of {$110.00} every month to my XXXX credit report which wasnt accurate. I had not had a scheduled payment since XX/XX/XXXX for {$54.00}. Also the status showed with an attorney when it was never with an attorney and I never received one communication from them besides an automated email that my loan was in default and payments were frozen until I updated my payment information in which I couldnt update any information due to their app not allowing me to. My account also never showed any indication that it was closed even though they reported it as closed and changed the closed dates several times in which I have documented screenshots of. I can log in right now and it doesnt even show my account closed after the fact. When I tried to log into the app in XX/XX/XXXX it kept giving me an error message and to contact customer service at the phone number that is AUTOMATED and hangs up on you. It took almost two months from XXXX of XXXX to the end of XX/XX/XXXX to finally make my payment in full. I had to wait while they were looking into and trying to fix the issue for me to pay my balance in full. Meanwhile, Possible Finance continued to report NEGATIVE AND INACCURATE information during those two months when THEY WERE FULLY AWARE I could not pay until they fixed the issue further violating my rights and the directly in violation with the FCRA. The timeline of events is all provided in the email chain attached. 

I have tried to have my credit updated for over a year by this company as they are stilll reporting inaccurate and unverifiable information. I sincerely believe that this company has KNOWINGLY continued to furnish inaccurate information to my credit causing extensive damage. I also believe this inaccurate information has been erroneously verified by the major credit bureaus despite my multiple attempts at correction with documentation provided that completely dispute the accuracy of the account in question. 

I have sent email after email with documentation attached showing the inconsistencies, I have asked numerous times in writing for them to provide me with verification of the accuracy on what they are reporting in which I have never received a single thing nor have they bothered to try and clarify things. I have asked for transparency on how this account is being investigated when my documentation shows the accounts are NOT ACCURATE. My concerns have continued to be ignored and I continue to be gaslit by both Possible Finance and the Credit Bureaus. The timeline of events is all provided in the email chain attached. 

I have meticulously documented my credit files including dates, status changes, amounts, etc which have seemed to randomly change from month or month with no explanation. My account was never in a charge-off status until AFTER I reached out to make my payment in full on XX/XX/XXXX. My account was reporting as Seriously past due date/ assigned to attorney, collection agency, or credit grantor 's internal collection department up until XX/XX/XXXX. Possible Finance directly stated in an email to me that says word for word " We do not send customers to collections and we do not work with any 3rd party collection agencies. You are correct, your loan is not handled by an attorney/collections agency. '' How can you report that on my credit file for almost two years and get away with it? I filed a complaint with the Ohio AG on XX/XX/XXXX Complaint # XXXX in which I also provided documentation of what my credit reports showed. In turn, this company lied in their response to a government agency, when the documentation provided directly conflicts with their statements of what they have been reporting on my credit file. 

My credit file shows that Possible Finance furnishes updated information to the bureaus at the END OF EACH MONTH. In all the automated emails I have from them they also state We report to 2 of the 3 major credit bureaus, XXXX and XXXX, on the last day of each month. The month of XXXX in particular, Possible went in and updated my report TWICE. Once at the beginning of the month on XX/XX/XXXX where they erroneously updated my balance to {$280.00} and reported as a NEGATIVE remark to my credit in which I got notifications on all platforms ( I was never notified prior to this of negative remarks from any of the credit monitoring apps I use ) .. Coincidently, that was two days after I reached out on XX/XX/XXXX about paying my balance in full where they refused to cancel my payments until the extra {$69.00} was verified. It was IN FACT A SYSTEM ERROR AND I NEVER OWED {$280.00}. They then again reported at the end of the month on XX/XX/XXXX which was when they regularly reported to the bureaus every month. This provides very convincing suspicion that this was an INTENTIONAL act to harm my credit even further. The fact that they state " the report will take time to reflect as we update at the end of the month '' provides more proof that Possible Finance intentionally accessed my report off their normal schedule of reporting to report negative information which they refused to verify, also threatening to continue harming my credit, further violating my consumer rights. 

I have the email chain of reps, yes more than one, threatened to continue to harm my credit when I physically could not pay off my account due to the app not allowing me and the total illiteracy of this company to verify and provide me proper documentation upon request. I tried to pay it in XX/XX/XXXX and again, the app would not let me log in, and there is no one you can call to speak with. Emails go unanswered for days to weeks at a time and are more one-sided than anything. 

They have continuously violated the FCRA and my consumer rights by reporting erroneous information to the bureaus. I have asked for documentation over and over which is very well documented, for them to verify the accuracy of their reporting and still will not provide me anything. My XXXX and XXXX accounts are reporting completely different. My XXXX is reporting the account number XXXX which I have no association to and my XXXX is reporting the account number as XXXX which I also have no association to. The closed dates have changed multiple times, the dates of alleged collections have changed, the status has changed multiple times, etc. I have detailed records and screenshots of every instance that are timestamped. 

I also just came across an ACH authorization document on my account which appears to be FRAUDULENTLY SIGNED. It says the document was electronically signed by XXXX XXXX on XX/XX/XXXX and right underneath it, it shows the date CREATED WAS XX/XX/XXXX. THAT IS FRAUD AND I DID NOT SIGN THIS DOCUMENT OR AUTHROIZRE IT. If you refer to the email chain on XX/XX/XXXX, the same day this document in question was fraudulently signed via electronic sig, I said I was sending in a money order. There was no mention of me paying via ACH. My loan agreement also has an address on it that I did not live at upon acquiring this loan, and the loan agreement is signed as XXXX XXXX which I have asked previously for verification on and has been ignored. I also have email proof of that. To be clear, I never sign anything as XXXX XXXX I always sign XXXX XXXX XXXX reading some of the other complaints it raises the suspicion that documents are being altered or created fraudulently.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with non-monetary relief