Consumer complaint received 2017-09-27
Company: Big Picture Loans, LLC
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
In a lapse in judgement I applied for a loan for {$600.00} for " Big Picture Loans '' on XXXX XXXX XXXX. They sent me an email that same day, saying that I had been approved and funds were on the way. After waiting for 9 days I still have not received the funds in my account. I received an email on Wednesday XXXX XXXX, XXXX saying that my payment was coming up on Friday XXXX XXXX, XXXX, yet I still have not received the funds. I called them Wednesday XXXX XXXX, XXXX to ask about the funds and the gentleman I talked to said the funds had been sent as of XXXX XXXX XXXX ( after being on hold for 20 minutes ). He then told me that we would have to have a " three way call '' with my bank to verify the funds were not there. I was not able to do this at the time as I was on my half hour lunch at work. 
After work I went to my credit union and sat with a personal banker and called them while sitting in his office. While on speaker phone with them, my personal banker verified that the funds were never present in my account and he verified my account number. The lady we were talking to said they had to send it to their " support '' department and place a " trace '' as to were the funds actually were. She said I would receive a call back. 
Later I received a call from the company by the same lady and she said we had to three way call my bank again to verify I did not have the funds. While my bank representive was on the phone I asked them to just cancel the account as I had never received the funds and I did not need them anymore especially after this hassle. I was told they could not cancel it as it had already been " escalated '' and the funds where already sent ( to whose account I do n't know ) so we would have to have ANOTHER three way call to find out where the funds were ( though they are still not there ) While I was holding, I got disconnected, so I called them back again, went through the whole verification BS again with a different representative. When I said again that I just wanted the loan cancelled, she said the same thing as the first rep and when they were able to " verify '' with my the account number and the funds not in my account, they would contact me with further information. I tried to explain to her that my bank is not going to just give out an account number so they can figure out where the money went. ( Still not in my account ) we got disconnected again. 
About 20 minutes later a rep called again wanting to " three way call '' with my bank. I verified again and got put on hold again and this time after 20 minutes she came back on the line stating my bank would not divulge any of my information. She again said the issue had been " escalated '' and when the trace was complete they would contact me with more information. At no time in any of these calls were they able to tell me what account number they had was after I had repeatedly asked, yet they wanted my bank to just give out that information. I told them I had the account number in front of me and i could have verified it right then. I told them i did not understand why we had to verify the funds not being there more than once. As of right now Wednesday XXXX XXXX, XXXX, this is how it has been left.

Company response to consumer: Closed with explanation