Consumer complaint received 2020-06-23
Company: LendingPoint Holdings LLC
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I believe LendingPoint is illegally damaging my credit, and they may be doing it to others as well. They are using predatory practices that have forced me to go into delinquency due to : 1 ) Not processing payments on the exact date scheduled for. 2 ) Not notifying me of rejected payments. 3 )  Having a website that doesn't show any rejected payments. 4 ) Not having a way to make a payment online ( even though their marketing, and emails continually say that you can ) 4 ) having long phone call wait times and limited hours -- where having online payment would help. 5 ) not responding to emails to make payments anymore. 6 ) having their website show a different " late '' amount than they are reporting to credit bureaus. 

I've tried calling in the past but can not wait on their long hold times ( presumably due to COVID-19 ) to schedule a payment. I was okay with making a payment online if I could, but there's no mechanism on their website to do so ( again even though every email from them says you can ). I have screen-recorded proof just in case they miraculously update their website before this is received. They previously responded to emails when I asked to set up a payment, and have told me I can set up a payment via email. They have not responded to any emails from me since XXXX, and on XXXX I received a ( non-automated ) email saying they refused to fix my credit history even though their own website does not show me to have missed/returned payments and although it now shows as " late '' it does not match up with my credit. 

Most recently they have my credit reported as 60 days late AS OF XX/XX/XXXX when their own website showed me on that I was 38 days late ( I have screenshots of their website to prove this, and even as of today does not show 60 days late on their website ). I protest that my account should even have negative credit of 30 days late because of the aforementioned practices and failing to inform me of rejected payments, as well as not providing me an easier way to make a payment than to stay on hold with them over the phone, and not responding to emails requesting payments. Also although I did not have successful payments to them for XX/XX/XXXX or XX/XX/XXXX - I can not prove they ever tried to process those payments since my bank account had payments of both ACH and DEBIT amounts go through on those dates that were in excess of the amount they claimed they tried to charge me. I have bank statements to prove this as well. When I tried to re-submit payments anyway, they either did not do it, or submitted payments on the wrong day, and failed to inform me that their wrongly dated payment didn't go through. They have sent plenty of other emails when payments didn't go through, but the last two payments that didn't go through, they failed to inform me until it showed up on my credit report ... also it showed up on my credit report AFTER two NORMAL payments had gone through for a month where a payment was charged to my bank and went through. 

To provide the best information, I'm listing the best I can a timeline below based on all the emails/statements I have from and to LendingPoint. 

XX/XX/XXXX - Lendpoint point payment of {$400.00} due XXXX - ( unsure of date - voicemail deleted. can check w/Verizon if needed ) Was left voicemail by LendingPoint that my payment didn't go through. 
**I don't have any record of an insufficient funds fee, returned item fee for XX/XX/XXXX, or any day in XXXX from my bank ( XXXX ). I have plenty of other charges for insufficient funds but item paid, and also some returned items in XXXX, but NONE from LendingPoint. Both DEBIT and ACH items went through on my account until XX/XX/XXXX in amounts over {$400.00}. I can provide the bank statement that proves this. 

XX/XX/XXXX - I contacted LendingPoint to re-process my payment that didn't go through. Asked to schedule for XX/XX/XXXX XX/XX/XXXX - Got an email verification of my call, that payment would be made on XX/XX/XXXX XX/XX/XXXX - Received an email saying my payment for {$400.00} was rejected from XX/XX/XXXX ( again nothing in my bank statement reflects this ) XX/XX/XXXX - No payment returned item or insufficient funds item on my statement. ( I didn't check on the actual date, but using bank statement to prove ) XX/XX/XXXX - LendingPoint website does not show any payments are late, returned, or that my account is delinquent. 

XX/XX/XXXX - Email from LendingPoint about COVID-19 XX/XX/XXXX - Email from LendingPoint about upcoming payment of {$400.00} on XX/XX/XXXX XX/XX/XXXX - Email from LendingPoint payment saying they did not receive my payment for XX/XX/XXXX XX/XX/XXXX - Email from LendingPoint that my account was 35 days past due. **To my surprise since I had set up a payment for XXXX - received no notice that it didn't go through, and nothing on my bank account about a returned/insufficient funds charge. ALSO again their website did not show any rejected charges, nor showed I was late. No emails to that matter about the previous payment supposedly not going through. 

XX/XX/XXXX - I emailed LendingPoint to set up a payment for {$810.00} to bring my account up to date. Email says will be processed " no later than tomorrow '' **I didn't question the above weirdness and was not informed my credit would be marked as " 30 days late '' -- If I knew they had planned to ding my credit, I would've protested starting then since I **should not have been marked 30 days late, to begin with since my payment was never processed** XXXX - Payment was returned by my bank. This was a surprise to me. I had sufficient funds on XX/XX/XXXX and XX/XX/XXXX and even on XX/XX/XXXX my bank had usually allowed an overdraw of up to {$2000.00}. **I was unaware of this rejection ( no emails from LendingPoint about a rejected payment. Their website didn't show any late or rejected payments. ) when it happened and it was not on the date agreed upon. I have screenshots of LendingPoint 's website that even as of today that don't show the payment didn't go through. I have email receipts that show I never received an email about a rejected payment. I have bank statements to prove that I had ACH and DEBIT in amounts over {$800.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX THAT WENT THROUGH, and only a returned item for LendingPoint on XX/XX/XXXX. I'm stating the date here because I only became aware of this rejected payment much later in XXXX when I started investigating. 

XX/XX/XXXX - Received automated email from LendingPoint about COVID-19 XX/XX/XXXX - Still no emails about a rejected payment for the XX/XX/XXXX payment I scheduled. Their website showed ( again ) that I was up-to-date, and their payment history doesn't show any rejected payments. 

XX/XX/XXXX - Automated email from LendingPoint that my account was 2 payments behind. Unfortunately, I did not notice this email. 
XX/XX/XXXX - Automated payment posted for {$400.00} posted to my XXXX Account ( these automated payments I have no control over and were set up during loan origination ) XXXX - Automated email saying my I'm 35 days past due. I think I saw this email but I ignored it and thought it was wrong because I got a subsequent email saying my payment had just gone through the exact same day ( see next item below ) XXXX - Automated email saying my XX/XX/XXXX payment was processed successfully. 

XX/XX/XXXX - I get a credit alert notification from XXXX  and XXXX  that LendingPoint has reported a missed payment. 
XX/XX/XXXX - I emailed LendingPoint demanding they take down the negative credit and that I was willing to make any payments if they communicated to me, since I was unaware I was even 30 days late. ( Have saved email. I was much angrier in my email to them ) XX/XX/XXXX - I emailed LendingPoint AGAIN also complaining about the practices I listed at the beginning of this complaint. I asked for a response. I indicated that they are hurting my credit, for which I was recently looking to get a loan to repay their loan. LendingPoint 's interest rates are ridiculous. 

XX/XX/XXXX - Automated reply from LendingPoint saying they will within ONE BUSINESS DAY. 

XX/XX/XXXX - Still no response from LendingPoint. 
XX/XX/XXXX - Sent another email to LendingPoint asking for a reply, and that my credit is still affected. 

XX/XX/XXXX - got a new credit alert from XXXX  and XXXX  that my late status for my LendingPoint account had been updated to 60days late XX/XX/XXXX - I send another email to LendingPoint - pointing out the new credit status and pointed out again that their own website reflected at that point that I was not late! 

XX/XX/XXXX - Automated payment posted to my XXXX account for {$400.00} XXXX - Automated email saying payment received. 
XXXX - Still no response. I sent ANOTHER email to Lending Point very  angrily that since they had yet to respond about my account. 
XXXX - Received an email response to my latest email. LendingPoint stated they can not correct my credit history. They said they had not received a payment since XX/XX/XXXX through XXXX, and apologized for the long customer wait on the phone. ( A person this time ) said I could make a payment on their website!! ( which I still couldn't ), and that they could assist me via email if that didn't work. They said a payment of {$810.00} would bring me up to date. 
XXXX - I responded to email. I again pointed out that there's no way to make a payment online, and that it was a lie. I provided screenshot proof that their website does not let me make a payment AND did not show me as 60days late. Even with my anger, I asked them to schedule a payment of {$810.00} for XX/XX/XXXX XX/XX/XXXX - no payment was posted, no email from Lending Point. 

XX/XX/XXXX - Still no payment was posted, still no email from Lending Point. 
XX/XX/XXXX - Sent Lending Point another email saying it would by my final attempt to get them to correct this. 

XX/XX/XXXX ( Today ) - Still no email or response from LendingPoint. Credit bureau still shows that I am 60-days late where ( as of today ) Lending Point 's website shows I am 54 days late. 

-- -- - The short of it : Lending Point provides no way to self-service a payment via automated telephony, through their website, nor via email anymore. Yes, I have gotten behind on payments, but how was I supposed to know? I have no way of knowing I'm behind because of nonexistent or inconsistent notifications on missed/rejected payments ; no knowledge what my current account status is, if I'm late, by how much, or for how much, and no way to do anything about it because their website is inaccurate. 

The only way to know anything or do anything about it, it seems if you luckily catch them at the right time over the phone call and speak to a person over the phone. They themselves wrongly assert that people can make payments through their website ( they can't ) or over email, but without a timely response. They will report to my credit bureau a status of late before even responding to a customer email asking to make a payment.

Company response to consumer: Closed with explanation