Consumer complaint received 2023-07-25
Company: Sunbit, Inc.
State: AZ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
On XX/XX/XXXX I signed a loan agreement with XXXX XXXX at XXXX XXXX XXXX XXXX XXXX Az XXXX for a crown to be done XXXX XXXX XXXX and her assistant XXXX. After 5 long hours and having to get numbed twice they placed a temp crown and said my new one would be about two weeks. 
On XX/XX/XXXX I had the second appt to get my permanent crown on with an additional three numbing needles but they could not complete it as the first procedure was botched and they had to start all over from scratch working in my mouth for another 2.5 hours to place a second temp tooth which the assistant XXXX shoved in my mouth and didn't polish so it felt like sandpaper all the while I'm thinking they are placing my permanent tooth in until the end when I hear Im getting another temp one. I left angry, with a fat lip and a headache and a sore mouth for a week. 
On that same day XX/XX/XXXX I came home and submitted a grievance report to XXXX XXXX online grievance portal explaining my problem with the incompetent service and asked that my loan agreement be canceled so I could go elsewhere. 
This report was ignored On XX/XX/XXXX I made numerous calls to corp about this grievance report only to get to their customer service level until one csr finally gave me another number to the grievance dept and I finally got someone on the phone there, I went over the whole problem, asked for the contract to be canceled was told to call the office manager directly that she could not do anything for me. Then she said hold a minute and put me on hold for one hour before I hung up. 
Called thelocal office manager XXXX XXXX said she would submit a cancellation request to her corp office but would not give me proof she is submitting that request. 
On XX/XX/XXXX I called Sunbit the company who services the loan agreement and they said they have not received any request from XXXX XXXX to cancel this loan. 
I called the grievance dept number and got ahold of XXXX who said it was not her I talked to the first time and was put on hold for an hour and said she was the only person who works the grievance forms yet did not see the online one either, I explained again how I wanted a cancelation and she agreed that it was ridiculous how I've got the run around then said she would email the manager directly to contact me. 
That did nothing. So i called and put in a complaint that she was not calling me back and was told again they would email the manager to contact me. 
I called XXXX at the local office again and asked why she was ignoring my request for a call back and she said she already talked to me on the XXXX. I asked again when she placed the cancellation because the loan company didn't see a request. XXXX said she submitted it on XX/XX/XXXX the last time she talked to me. I asked for proof it was submitted and she could not provide me with it again. 
On XX/XX/XXXX I called Sunbit ( loan company ) again and the cancellation request was still not submitted. The rep made notes to the support team who handles the loans that I was getting the runaround at XXXX XXXX and gave me the number to that support team so I could get the manager on a three way call and prove the cancellation could be or has been submitted. 
The local office would not answer, it went to a recording they were too busy to take my call. 
I called the grievance dept again and talked to XXXX this time and she didn't have any information to provide me and said she would give XXXX my message and took my number. 
In the meantime their financial partner Sunbit is getting ready to charge me a second payment and say they can't do anything until XXXX XXXX submits the request

Company response to consumer: Closed with explanation