Consumer complaint received 2017-11-20
Company: SECURITY FINANCE CORP
State: IL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
I sent the letter below asking that the company give me a written response. A company representative, XXXX XXXX called. We discussed somethings, I do n't completely recall all that we discussed. 

In the course of the discussion, I asked her if she had the letter from I 'd sent to the company. She said, no. I said it was not fair to her since she did not have the letter, and I asked her if she could get the letter so that we could have a complete conversation about the issues raised in the letter. She said she would. 

I do n't remember the date she called, but I 'm guessing it must have been about 2 months ago. 

I am writing this letter so that you can assist me because : a. I have not received a written response with explanations. 
b. The company has sent me three cards inviting me to make another loan. 
c. Before I make another loan I like to settle the matters addressed in my letter. 
d. The holidays are coming up and I 'd like to make another loan but will not do so until these matters are satisfactorily settled. 
e. I do n't want the same mistakes to occur or be subjected to the same treatment in a future loan. 

XX/XX/XXXX Re : Early Payoff of Loan and Interest Payment Savings or Refund Fm : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX, Il XXXX To : President XXXX XXXX XXXX Security Finance XXXX. XXXX XXXX XXXX XXXX, SC XXXX Dear : Mr. President When I went to Security Financial store in XXXX, Illinois, on XX/XX/XXXX, I intended to pay {$260.00} on my loan on that day and payoff the balance of the loan in XX/XX/XXXX. I stated those intentions to XXXX XXXX and XXXX XXXX and asked about any interest saving I would make due to the early payoff. XXXX XXXX and XXXX XXXX conversed amongst themselves and decided that I should break up the last two payments into two equal payments of {$230.00}, but they could not figure out a clear answer to my question on the interest savings. So, I promised to follow their suggestion and rather than pay {$260.00}, I promised to pay {$230.00} on XX/XX/XXXX, and promised to pay off the loan with {$230.00} when I made a final payment in XX/XX/XXXX. I was under the impression that the difference between the balance of {$290.00} and the final payment of {$230.00} as recommended by XXXX XXXX and XXXX XXXX was the savings from the 99 day early payoff which was more than 3 months or 1/4 of the time remaining before the loan was due to be paid off. 
On XX/XX/XXXX, after withdrawing {$240.00} from my bank account, I went to the Security Finance store in XXXX to pay my final bill. I presented the {$240.00} to XXXX XXXX, but she stated the final payment was {$260.00}. I reminded her that I was told to split the final two payments up into {$230.00}. But she ignored the reminder, never gave an answer or explanation for the change, and re-announced that the payment was {$260.00}. I looked to XXXX XXXX and she came over to XXXX XXXX 's desk and the two of them conversed and did something on XXXX XXXX 's computer. XXXX XXXX like XXXX XXXX announced that the final payment would be {$260.00}. Also, she like XXXX XXXX completely ignored my reminder about the {$230.00} final payment, she said nothing about it, she gave no explanation as to why the change, and she confirmed a final payment of {$260.00}. 
The whole thing seemed bizzarre and coordinated because they acted with very similar ways inconsistent with what they 'd said on XX/XX/XXXX. They both ignored my reminder of what they 'd said at the XX/XX/XXXX payment ; they both acted as if they had complete amnesia ; and they both never mentioned a word about the {$230.00} final payment - not a word. I wondered why they both caused me to lose a portion of the saving I 'd have attained by paying {$230.00}. However, I could do nothing but pay off the loan and appeal their decisions later which is what I 'm now doing. Anyway, XXXX XXXX and XXXX XXXX inconvenienced me by having me return to the bank and withdraw additional funds to cover the {$260.00} because they had given me other information on XXXX XXXX, XXXX. Additionally, insult was added to injury when upon my return it was announced in a scary, ominous voice, " heez back! ". 
Please respond in writing so that I may have a written record of your response. 
Here are solutions I purpose to my complaints : - Require XXXX XXXX and XXXX XXXX to answer whether or not they said on XX/XX/XXXX, that I should break the last two payments up into {$230.00} each. 
- Did they make a mistake or deliberately do something wrong? 
- Did they overcharged me by changing the final payment to {$260.00} rather than {$230.00}? 
- If so, am I entitled to a refund? 
- I paid off the loan 99 days early, more than 1/4 of the time was left before the final payment was due. 
- So, am I entitled to a greater savings or interest refund than indicated by the final payment of {$260.00}? 

Thank You, XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief