Consumer complaint received 2023-05-22
Company: Applied Data Finance, LLC
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
On XX/XX/2023, I applied for a loan through Personify. Initially, I was told I was approved and a list of varying amounts was presented to me with different payment options. I selected the one I needed and continued on with my application. However, when I got to the part that verifies your banking account info - I hit submit after putting my banking info in and it just sat there with a circle spinning in the middle of the screen as if it were loading for about 3 to 5 minutes. 

Eventually I got an error message that appeared in the little XXXX XXXX box. After getting the error message I noticed there was an option to click a button on the screen labeled 'Need More Time '. Seeing as that was my only option and hoping that it would email me a link where I could continue on with my application- this is the option I selected. Almost immediately, I was emailed a link to continue with my application. After clicking on the link to try to continue with my application it asked for my last name and the last four of my social- which I entered and again was taken to the banking verification page where just said " we are processing your data '' in the XXXX XXXX box again. However, this time there was a continue button I can click right in the middle of that message which led to yet again another error message when clicking.

After seeing the error message I called Personify and spoke to an agent on the phone who had told me that he was able to see my application was 90 % complete and advised me that he needed to speak to the tech department. 

A few moments later the agent returned to the phone and confirmed there had been a glitch with Personify 's system and therefore would not allow me to move further in the application process. I was told by the agent that I would be getting a Link via email once the glitch was fixed by IT that would allow me to continue with my application and verify my banking info. 


On Sunday XX/XX/2023, I attempted to log on to the link that was sent to me after clicking the need more time button after getting the error message and again I put my last name in and my social, but this time I noticed that the message above said something about how XXXX XXXX is proud to work with XXXX XXXX  XXXX and over XXXX other banks - yet there was nothing in the XXXX XXXX bank verification box this time. 

On Monday XX/XX/2023, I tried yet again to complete the application and this time it told me it had expired. I called Personify and spoke to an agent on the phone who told me that my loan request had been denied. I asked her how an incomplete application can be denied - an application that was incomplete due to a glitch on Personify 's end. She just kept apologizing and telling me I could reapply in 60 days on top of telling me that it was not Personify 's fault at the glitch happened.

This is absolutely Personify 's fault as your own IT company admitted it was a glitch on your end. Furthermore, I received a hard inquiry on my credit report for an application that was only 90 % complete but ultimately denied because of Personify 's error with this alleged glitch. From a legal standpoint, I could see this presenting a big problem for personify under the equal credit opportunity act because it seems more like my application was just flat out the night before I could apply all the way. The fact remains that personify made a decision on extending credit to a consumer, me, without having 100 % of the information they needed.

Therefore, I'm hereby requesting that this inquiry be removed from whichever credit bureau my report was pulled from - XXXX, XXXX, XXXX.

Company response to consumer: Closed with explanation