Consumer complaint received 2018-02-16
Company: Risecredit, LLC
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
I took out a cash line of credit loan from Rise on XX/XX/XXXX. The loan agreement stated that I would pay off my {$3500.00} loan ( this was the limit I could borrow, I used all of it ). The interest rate on my loan agreement was 148.999 %. 
I received my report of my first complaint to you and by your numbers it looked like the full amount I would owe them, fees and everything was 148.999 % interest. I think they are charging more than that. 
The loan agreement 's loan terms and conditions were extremely difficult to understand especially because they are disclosed in a manner that makes it impossible to determine my actual amount owed. 
The statement they provide does not show the principal owed. 
I have been trying to get some answers about my loan. They will not answer the questions in writing despite a specific request to do so as a reasonable accommodation. I am a XXXX veteran and I have XXXX XXXX and need to have things written down so I can understand them. It takes me longer to do it. I have written them a certified letter in which I asked that we communicate only by written word. They have ignored my requests. They refuse to answer the following questions. 

1. Why are my payments not reducing my principal balance? My statement for month 1 states that my balance is {$3800.00}. It said I owed {$430.00}. I paid it. The next month my bill was {$540.00} and I paid it. After that payment was applied (? ) my total balance owed was {$3800.00}. So I asked them why my balance was only reduced by {$3.00} even though I had paid them almost {$1000.00} Today I asked them to explain why my customary fee increased by {$88.00} in the second billing period even though it was only 2 days more than the first billing period. No answer. Month 1 the fee was {$270.00}, Month 2 fee was {$360.00}. 
I asked them what my payoff amount would be on XX/XX/XXXX. The answer was {$4100.00}. 
I asked them how they determined that amount and they said they can't put it in an email so I needed to call. I reminded them I need things in writing and they ignored that. 
I asked them about the way they determine my " average daily rate. '' no answer I was corresponding with Rise customer accounts services this afternoon. They informed me that my next payment was due XX/XX/XXXX in the amount of {$540.00}. 
This evening I received another email which states that my XX/XX/XXXX payment will be {$490.00}. 
I have calculated my loan payments should be {$430.00} per month to pay off my loan over 12 months. That is at the 148.999 % interest. 
I calculated it XXXX XXXX divided by XXXX is {$430.00}. 
So I want to know why my second payment was {$540.00}? Also why is my payment {$490.00} for XX/XX/XXXX? 
Also I want to know why I would need to pay them {$4100.00} to pay it off early? 
They will not answer my questions and they are not allowing me access to the website to see my information. It is impossible to load and even if you are signed in it still doesn't load the account information most of the time. I tried to get logged in several times because of the issue with loading and finally received notice that I was blocked and I should try again later. The website isn't accessible most of the time. 
please help me. This can not be right.

Company response to consumer: Closed with explanation