Consumer complaint received 2020-06-04
Company: ENOVA INTERNATIONAL, INC.
State: GA
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:
On XX/XX/XXXX I applied for and received a personal loan from NetCredit in the amount of {$7300.00}. During this application process, I set up my repayment plan for debits to be made bi-weekly. In XX/XX/XXXX, I was impacted financially by Covid-19, and I contacted NetCredit on XX/XX/XXXX that I needed to defer my payments due to the fact that I would have trouble making my payments due to my financial hardship. 

The representative that I spoke to stated that I need to call tomorrow ( 48 hours before my payment was due ). I called back the next day ( XX/XX/XXXX ) and successfully completed the process to defer the payments. During this time, I was advised that they would not submit anything to the credit bureaus, negatively, as long as a payment was made before XX/XX/XXXX. Id also like to note that prior to this deferment request, I was NEVER late on my payments and was current. 

On Thursday, XX/XX/XXXX, I called NetCredit to pay off my account in full. I went online and the amount which included my principal balance, accrued interest and deferred amount came to {$7900.00}. They advised me that my balance was {$8000.00} due to compounded daily and day of interest. I communicated to them that, that was not the balance that I saw online, and it was misleading and that there was nothing that provided justification online as to why I needed to pay that additional money over the {$7900.00}. I spoke to several agents with NetCredit and received different information each time. One of which was that my account was still deferred, and that it would not be reported to the credit bureau until the middle of XXXX, that is what the first representative told me. The second representative told me that they would escalate my account to a manager and that said manager would call me back before the end of the day. That never happened. When I called back, because I had not heard from anyone, the third representative advised me of the same escalation and I never heard back. I even called back and was unable to speak to someone. 

Friday, XX/XX/XXXX, I called NetCredit back and was told that my account was still awaiting managerial review and I would receive feedback before the end of the day, even when I called and reiterated the fact that the website and what I was being told as the payoff was not reflective of the same amount and could not receive answers as to why the amount was not accurately reflected online. After waiting for hours I called NetCredit back and still no answer. 

Then, on Saturday, XX/XX/XXXX I received an email from XXXX   stating that NetCredit reported my account as 30 days late. Which they we NOT supposed to do as that was what was communicated to me that there would be no derogatory reporting to the credit bureaus. Monday, I finally got a call back from a NetCredit manager who told me that 1. I did NOT call NetCredit back on XX/XX/XXXX, to defer my payments ( which is a lie ) and 2. That they could not accept my payment of {$7900.00} and then backtracked saying that they would honor the previously referenced payment for 10 business days, but they could not guarantee that they would report that the account would be paid in full. 

I have done my best to be as accommodating and patient as possible but this is clear and apparent predatory lending, for every day they do not call be back and assist me with handling my account there is more interest they are adding onto the account. They assess exorbitant fees with an unrealistic and unmanageable interest fees and they are in no way helpful in provided the support needed to pay off this loan, they do their best to ignore and push people off so that they are constantly stuck in the vicious cycle of their unethical and unlawful loan practices.

Company response to consumer: Closed with explanation