Consumer complaint received 2021-03-16
Company: Lending Club Corp
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
Hello. We started this account XX/XX/XXXX and paid as agreed for a year - no issues. After the pandemic, hit we continued to pay and then 6 months later in XX/XX/XXXX, my husband was furloughed and he called Lending Club immediately to make a payment arrangement. They offered to allow him to skip 2 payments and for him to call back in XXXX if more assistance was needed. In XXXX, he calls to inform Lending Club that his job was still furloughed with no end in sight. A payment arrangement was agreed and he was to begin paying {$390.00} for three months automatic draft. 

In XXXX, we received a notice that payments were late which puzzled us. Then we found out they were taking full payments instead of the agreed terms. We called them immediately and were informed that they had no record of any such payment arrangement but we saw it in the account. Even our bank XXXX XXXX saw this discrepancy and refunded our money back. Meanwhile, a rep from Lending Club said a manager would review the audio of the arrangement from the XXXX conversation and get back to us. And we never heard back from anyone. My husband emailed 5 times, called several more times to reps hanging up the phone to no avail. When he did get in touch with a rep, he was told there was nothing they could do. 

That manager NEVER followed-up and I think many reps were working remotely, not notating accounts properly, not updating online accounts, etc. I am a co-signer on the loan. Our credit reports are dramatically being affected and no one from Lending Club is helping and they are saying managers are not available to speak with customers which I think is quite unacceptable. THIS IS OF NO FAULT OF OUR OWN. How can a company have no managers available to speak with customers when they call? Is this not insane? 

All the reps seem to be useless in helping in this situation and tell us they been instructed to send managers emails and hopefully they will call customers back. They keep telling us there are lots of notes in the account about this situation but no one is helping or returning phone calls. We still have yet to speak to a manager or person of authority and now the account is in collections unfairly and XX/XX/XXXX, it was reported on our credit reports in default. We have had a loan with Lending Club before and paid it off. We are not irresponsible and our history has been good with this company. Since the pandemic, we have been stunned at how we have been handled as customers and the unfair reporting practices. 

Within the last two weeks, we set up an arrangement to bring the account in good standing. They took the money out of our bank account and then returned it back to us to our surprise. 

Lastly, they are putting false statements in our account history so when we call to speak to a rep, they are telling us things that are not true. On XX/XX/XXXX a rep told me that we had a 'cease and desist order ' on the account and a lawyer - we have never told Lending Club this information! It is false. Who is putting false notes in our account? I have never heard of such. This is an unfair situation and the pandemic was not our fault and we did everything in our power to prevent what is going on now but Lending Club failed us in so many ways. We were even told Lending Club had no plan to help customers past 3 months DURING THE PANDEMIC! Why would they think anyone would recover in 3 months? 

I have sent messages to XXXX, XXXX, the Lending Club website, called and asked to speak to a manager. No one will call back and help! Or when the one person from XXXX did, he or she did not follow-up in a timely fashion. This was all preventable. I am desperate for assistance from someone in authority. 

This is honestly not a case of irresponsible people. We pay our bills! We want to work out an arrangement that is fair and just during a crucial time that no one could foresee. This pandemic hit our family hard. Thank you for reading all of this.

Company response to consumer: Closed with explanation