Consumer complaint received 2022-06-01
Company: CURO Intermediate Holdings
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Loan payment wasn't credited to your account

Complaint:
On XXXX XXXX at XXXX EST, I received a call from XXXX from Speedy Cash Loans confirming that my loan request was received and that I had been approved to receive a loan in the amount of {$3000.00} with a 10 % interest with monthly payments at {$150.00} for 24 months to which I agreed. XXXX then told me he needed to process the information and that he would call me back the following day. The next day arrives and XXXX calls to confirm that since I had a poor credit score rating, I needed to prove my financial stability by making a gift card purchase at {$150.00} and the amount will be processed for the loan to be complete. I made the purchase and sent him the receipt and confirmation code needed for processing and He told me he would call back after processing. At XXXX I called him and he confirmed receipt and processing of the purchase then he stated that the loan had been processed but there was a state transfer fee that needed to be cleared from my end in order for the funds to be disbursed. I was out at the time with a tow truck to pick up my car which had a burst tyre so I could not make that purchase that day so I returned his call the following day with the purchase and receipt of another gift card at {$220.00}. At XXXX on XX/XX/2022, XXXX informed me that the fees had been cleared but that there was a final fee that needed to be cleared again in order for the loan to be finalized and that fee was for the loan insurance at {$170.00}. I was frustrated because he had not informed me of these fees prior to accepting the terms of the loan in an email he had sent which I will attach below, neither did this email make any mention of these fees. Although I was already low on funds and had upcoming bills I needed to pay, I figured once the loan was processed, I would be able to pay my bills and afford the late fees at that moment. So I made another gift card purchase of {$170.00} and forwarded to XXXX the receipt and details. He had promised me, I have audio recording proof, that this was the last fee I needed to clear to finalize the loan and that I would be receiving the money after this fee was cleared. That weekend was a holiday weekend so I did not hear from XXXX until Tuesday afternoon at XXXX. I had informed him that I had not received the funds and he told him to give him a couple hours to check on the status of the process. At XXXX, he called back and informed me there was a delay on the processing due to the holiday weekend and that requests were being cleared one by one and when it got to my turn, he would inform me. I did not hear from him until XXXX after calling him 8 times. He called to inform me that there was another fee to be cleared before the funds would be disbursed and to my utter disappointment, I asked him to cancel the loan because I was already late on bills and had no more money on me. He then informed me that it would take 7 business days to process the loan cancellation which I felt very unfair because each time he made a request, I got it processed within minutes and I had no more time to spare. This experience has been beyond distasteful and I would not wish it on my worst enemy.

Company response to consumer: Closed with explanation