Consumer complaint received 2019-07-26
Company: CNG FINANCIAL CORPORATION
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
I requested a payoff amount on or around XX/XX/XXXX. I was given many different payoff amounts through email and phone calls. I was disputing the payoff amount for it was more than what I originally borrowed. Once I received a payoff amount that seemed to be reasonable, I paid off the loan in the amount of {$2400.00}. which included a processing fee of XXXX. This is what I was told and paid off the amount on XX/XX/XXXX. 

On XX/XX/XXXX, the amount of XXXX was withdrawn from my account. I filed a complaint with the XXXX XXXX XXXX XXXX in which they made up several different stories as to why the amount of XXXX was withdrawn. One of the stories was that I missed a payment in XXXX which was not true. I have the details of the conversation between Check N Go with myself by way of the XXXX XXXX XXXX XXXX   and emails from my email account. I am requesting the return of the payment of XXXX which was withdrawn after my payoff of XXXX and was never included in the emails or phone call regarding the payoff amount. 
Below is the communication with the XXXX : took out a loan on XX/XX/XXXX. I have made three payments. I am wanting to pay off my loan and have emailed Check N Go to find out the payoff amount. I emailed on XX/XX/XXXX and was told an amount of XXXX dollars. On XX/XX/XXXX, I emailed again to find out my payoff amount and what has been applied to the principal. The lady on the phone told me my payoff amount was XXXX. When I told her I wanted to pay this off before my next payment, I was told I owed XXXX. I asked her what was applied to the principal and she could not tell me. She could not explain to be why my payment was more than the loan amount. I will take this further with the Consumer Financial Protection Bureau. I have made three payments of XXXX and should not have to pay the amount of XXXX if I have made payments to pay it down. This is not right and seems dishonest practices. 
Desired Outcome/Settlement Desired Settlement : Billing Adjustment I would like my loan to be paid off by Check N Go with no effect on my credit report. 
Monday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 

[ To assist us in bringing this matter to a close, we would like to know your view on the matter. Type your reasons here. ] Regards, XXXX XXXX Complaint Detail / Problem Complaint Type : Billing or Collection Issues Billing or Collection Issues select Problem : I have spoken to many customer service persons regarding pay off amount. I have been told at least four different pay off amounts that I am complete frustrated with this company. I believe their practices are fraudulent and will go forward with a complaint to the Financial Consumer Protection Bureau. I was told my payoff amount was XXXX, XXXX and XXXX. I have asked numerous times for the amount that was applied to the principal. It was not until I filed a previous complaint with the XXXX   that I received the pay off amount. I finally paid my loan off in the amount of XXXX which they told me that this would be the total payoff amount. On Friday the XXXX, the same day I paid off my loan, XXXX was deducted from my checking account. I am requesting they pay me back the XXXX which was not included in the pay off email I received. 
Translate Desired Resolution / Outcome Desired Resolution : Refund Refund select Desired Outcome : a refund in the amount of XXXX. 


Complaint Background Not all of these questions are required. Please provide as much information as you have. 
1. Product/Service Purchased : Loan 2. Model Number : 3. Contract, Account, or Policy # : 4. Order # : 5. Purchase Date : XX/XX/XXXX 6. Date Problem First Occurred : XX/XX/XXXX Dates you complained to the company/organization 7. First Date : XXXX 8. Second Date : XX/XX/XXXX 9. Third Date : XX/XX/XXXX 10. Payment Made : Partial payment made 11.  Payment Method : ACH Debit Name of Sales Person 13. First Name : 15. Last Name : 17. Purchase Price : {$250.00} 18. Disputed Amount : {$250.00} Tuesday, XX/XX/XXXX To Whom It May Concern ; Upon further review, we have confirmed the amount provided during the payoff was correct, {$2400.00}. XXXX XXXX was also advised of the processing fee, {$4.00}, for using a Debit Card, bringing the total to {$2400.00}. 

We respectfully decline to grant her request to refund the amount of {$250.00}. 

Sincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Thursday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
Check N Go would have a record of my Debit Card transaction but I can submit a pic of on the XXXX a bank statement. 

Regards, XXXX XXXX Attached Files/Documents XXXX Friday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 

[ To assist us in bringing this matter to a close, we would like to know your view on the matter. Type your reasons here. ] Regards, XXXX XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
Check N Go would have a record of my Debit Card transaction but I can submit a pic of on the XXXX a bank statement. 


Regards, XXXX XXXX Attached Files/Documents XXXX Sunday, XX/XX/XXXX Please find the statement for my US Bank Account XXXX 
Attached Files/Documents XXXX Wednesday, XX/XX/XXXX To Whom It XXXX Concern ; Again, XXXX XXXX had a regularly scheduled payment processed on XX/XX/XXXX in the amount of {$250.00} prior to the early payoff on XX/XX/XXXX. XXXX XXXX was made aware of the payment prior to having the payoff of {$2400.00}, plus the processing fee of {$4.00}, being processed. The payments are sent for processing the business day prior to the due dates. Due to the holiday the payment was submitted on XX/XX/XXXX for the due date of XX/XX/XXXX. This was addressed during the call on XX/XX/XXXX when XXXX XXXX completed her payoff payment. 

If an additional payment was processed, we ask that XXXX XXXX provide a copy of her bank statement to XXXX so we may further review her claims. 

The amount paid matches the agreement and payment schedule. There were four payments of {$250.00} with the payoff of {$2400.00}. We respectfully decline to grant her request to refund the amount of {$250.00}. 

Sincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Wednesday, XX/XX/XXXX To Whom It May Concern ; XXXX XXXX had a regularly scheduled payment processed on XX/XX/XXXX in the amount of {$250.00} prior to the early payoff on XX/XX/XXXX. XXXX XXXX was made aware of the payment prior to having the payoff of {$2400.00}, plus the processing fee of {$4.00}, being processed. If an additional payment was processed, we ask that XXXX XXXX provide a copy of her bank statement to XXXX so we may further review her claims. 

We respectfully decline to grant her request to refund the amount of {$250.00} until further investigations are completed once a bank statement is provided. 

Sincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Wednesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 

These people are unbelievable. My scheduled payment of XXXX was scheduled on a pay period. My payday was on XX/XX/XXXX. They are not being truthful regarding my loan documents which I will use as proof going forward. I have all the emails that Check n Go provided me with three different pay off amount for the payoff amount. I was told on the phone my payoff amount was XXXX. I utilize mail track which shows when they have read my emails as well. If I do not receive a refund on XXXX, I will go forward with legal action and a complaint with the Financial Consumer Protection Bureau. I have attached emails back in forth with Check N Go where I am told three different amounts to pay off and a discussion in the email regarding my XXXX due on Friday, XX/XX/XXXX. 

Regards, XXXX XXXX Attached Files/Documents XXXX Tuesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 

Check n Go seems to misunderstand my complaint. I paid off the loan in the amount of XXXX. Check N Go, after I paid off my loan, debit from my checking account the amount of XXXX. I am owed a refund in the amount of XXXX due to overpayment. 

Regards, XXXX XXXX Tuesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
My questions was not answered. If my loan was in the amount of XXXX, why am I being told I have to pay XXXX to pay off the loan? The website doesn't show a breakdown of how my payments are appliedto my loan. If this was the case, I would not have to ask for my pay off amount. I will be filing a complaint with the Financial Consumer Protection Bureau. I have as of today, been told three different amounts for a payoff. 
XXXX XXXX Tuesday, XX/XX/XXXX To Whom It May Concern ; We thank XXXX for providing us with her feedback. We would like to take this time to go over XXXX XXXX contract and provide clarification. We also apologize for any inconvenience or misunderstanding in previous communication with our Online Customer Service. 

XXXX XXXX took out her loan on XX/XX/XXXX for {$2500.00}. On the first page of the Installment Loan Agreement, on the left-hand side under Federal Truth-in-Lending Statement, we provide a breakdown of the APR, Finance Charge, Amount Financed, and the Total of Payments. Further down, under the Definitions page of the Agreement, under number 3, it states We apply payments first to interest ( accrued as of the date the payment is received ), then to principal ( due as of the date the payment is received ), and then to any other charges you owe us. 

XXXX XXXX voluntarily signed her loan agreement and is responsible for paying the full principal balance as outlined in the right of rescission. We respectfully decline to grant her request to close her loan as paid by us. Additionally, we do not report the Online Installment Loan in the state of California to the Credit Bureau currently. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Go and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Friday, XX/XX/XXXX Business has indicated that the payment installment amount {$250.00} made in XXXX was deducted from the final payoff amount due and, " The customer only owes for the fees/interest of the returned payment from XXXX. '' Friday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
There was no return payment in XXXX. This company lies to fit their need. I will go forward with legal action and the Financial Consumer Business Bureau. 

XXXX XXXX

Company response to consumer: Closed with explanation