Consumer complaint received 2019-08-10
Company: Marlette Funding, LLC
State: MN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
Best Egg Loan Fraud complaint On Saturday XX/XX/2019 I entered a loan code given to me in a mailer from a loan company called Best Egg into the form on the companys website XXXX to inquire about loan interest rates. The emailer states check your rate online with no impact to your credit score. After I entered my special code and hit enter a screen popped up that had all my personal and financial information, I thought this was a bit unusual. It asked that I pick a loan I was interested in and I clicked on the {$12000.00} for 36 months at 6.93 interest rate. The next screen that pops up states congratulations, your loan is being processed. I panicked and tried to cancel the loan put my username and password was not work, the website stated, username and password are unknow. I had no idea what was going on and I was concerned that this Best Egg is a fraud company. Sunday morning, I checked my XXXX XXXX accounts, and nothing was withdrawn, and nothing deposited. Later in the day I just didnt feel right about what had taken place on Saturday so I called my banks fraud dept. at XXXX XXXX and explained what happened to me and what should I do. The XXXX. agent advised me to close my checking account so they could not gain access to it, to deposit or withdraw any money. She would then open a new checking account and roll over my balance and but put a STOP on any deposits for {$12000.00} from Best Egg. So, I went through that very time consuming process and I thought everything would be o.k.. 
Not so, the evening of Monday XX/XX/2019 I check my account and XXXX XXXX had not only deposited a check from Best Egg into my account, but they deposited into my new account so now Best Egg had my new account information. I contacted XXXX XXXX fraud dept right away and gave them my reference no. the XXXX XXXX agent had given me Sunday night. She reviewed my case and said yes, that deposit should not have been deposited into your new account, something is wrong, something is very wrong!! We had a long conversation which resulted in her giving me another reference number and told me I would be receiving forms in the U.S. mail that will need to be completed and sent back. I asked If she could send the {$12000.00} back to Best Egg and she said, no I can not, you will need to send the money back. I said, if I send the money back they for sure will get my new account information and I dont want them to have my account information!!!! The phone called ended with XXXX XXXX doing nothing to help me or protect my account. 
So Best Egg deposited the {$12000.00} into my account on XX/XX/2019, which surprised the heck out of me. However, I had not even received my loan papers, no Truth and lending agreement, no account number, nothing!! It wasnt until Tuesday XX/XX/2019 that I received a text message from Best Egg saying I can subscribe to Best Eggs mobile alerts. I still did not have an account number and nor did my password or username work on their website. 
On Wednesday XX/XX/2019 I checked my checking account and the {$12000.00} remained deposited in my account. I had NOT received any communications from XXXX XXXX. 
Thursday XX/XX/2019 I checked my checking account and the {$12000.00} was still deposited into my checking account. No communications from XXXX XXXX. I wanted the money out of my new account to avoid Best Egg from making withdrawals, so I went to the Best Egg website and tried my username and password once again and it still did not work. I had to go to the main Best Egg website and enter the loan code that got me into this mess, and I was able to get into the website and view the loan. I immediately processed a complete loan payoff for {$12000.00} ( this included the processing fee and interest ). I just wanted this loan closed!!! The payment processed and I have a screen shot of the receipt. Note, I have yet to receive any confirmation from Best Egg that this loan payoff has been made but they have withdrawn the {$12000.00} from my checking account. I have a screen shot of my checking account that will prove this and a Best Egg loan payoff reference number. 
Friday XX/XX/2019 I check my checking account to pay bills and discover that not only did my Best Egg loan payment for {$12000.00} get withdrawn from my account BUT XXXX XXXX, without contacting me, went and sent the original {$12000.00} back to Best Egg after they told me they could NOT send the {$12000.00} back. I now have no money to pay my bills and I spend the next 2 hours 28 minutes on the phone with XXXX XXXX finest fraud agents XX/XX/XXXX, XXXX and Executive XXXX from XXXX XXXX. I received many apologies for the error that someone made in depositing the {$12000.00} even though there was a BIG STOP on this deposit and someone should have contacted you before they sent the money back, I just dont understand. They were all concerned with not sure how this could have happened. The end of the conversation with XXXX he gave me a XXXX XXXX Fraud Case number and phone number to call Monday morning as there is no one remaining in the office today and XXXX the Executive does not have a clue as to what can be done. 
Monday morning XX/XX/2019 I contact XXXX XXXX with the phone number given to me and I am told they are looking into the matter and will contact me. 
Tuesday XX/XX/2019 phone number again and they tell me they are still investigating the matter and someone will be contacting me soon. I get home from work and find a dear XXXX letter from XXXX XXXX that states they have investigated the matter regarding the {$12000.00} deposit from Best Egg into my checking account as I had requested and returned the money to CRB Best EGG and the matter is closed. 
So, basically my bank XXXX XXXX, withdrew {$12000.00} from my checking account without my permission or contacting me and sent to a possible fraud loan company. 
Clearly I will not receive any assistance from XXXX XXXX in recovering my {$12000.00} so I sent an email to Best Egg last night XX/XX/2019 asking them to return my overpayment of {$12000.00} that my bank had sent them and that they are to send the {$12000.00} in a cashiers check addressed to me at the address listed on my load. I have not heard from Best Egg. 
I have screen shots and PDFs of all the documents that I can provide you. 
Please help me, I just want my hard earned {$12000.00} back so I can pay my mortgage and bills.

Company response to consumer: Closed with explanation