Consumer complaint received 2019-06-25
Company: Advance America, Cash Advance Centers, Inc.
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
I applied for a payday loan via the Advance America website on XX/XX/19 at around XXXX XXXX ET. I filled out all portions of the online application including my SS Number and bank account information. During the application process I was asked to create an online account so I can check the status via their website. I submitted the credit application but nothing happened. It just kept " processing ''. No error message. No instructions on what do to next. I attempted to log on to the customer portal using the information I submitted in the application. It said the user does not exist. I attempted to submit the application again using a different device and browser, however I received the same outcome. I tried to log on to the portal again and it said " An error has occurred and to contact Customer Service at XXXX ''. I called the number and an automated recording stated " we are currently experiencing issues with our website and are working to resolve as soon as possible ''. I stayed on the line and spoke to a representative. I explained my issue and she spent a great deal of time putting me on hold and " checking '' on things. She knew nothing about any technical issues with their website. She eventually said that she submitted a trouble ticket and that I should receive a phone call in about 4 hours if they need more information or I would be receiving an email with documents for my loan. That was all the information she could provide to me. She could not even see my application or it's status. I expressed my concern that a Hard Credit inquiry had already been placed on my XXXX credit report and that I am worried that she couldn't even find the application. I hung up and went back to www.advanceamerica.net to see if I missed any notifications about them having issues with processing applications online. There were none. I also never received a call or email from Advance America on XX/XX/19 as advised by the rep. At XXXX XXXX ET on XX/XX/19 I contacted the customer service number again. I received the same automated recording about them having issues with their website. I held and spoke to a representative. I was told this time that Advance America does not pull my credit for pay day loans. The rep also told me that there was no change to the status of my trouble ticket and that they do not know when it will be resolved. At first the rep said that I should be getting loan documents via email soon since they had just opened at XXXX ET, but quickly changed their response when I said that was what I was told yesterday. I requested to speak to a Supervisor since now it seemed like a hard inquiry was performed without cause since they could not even process my application due to technical issues with their website. My request to speak to a Supervisor was denied. Instead I was put on hold again. The rep then said I could go into an Advance America store and submit another application, or I could wait for my trouble ticket to be looked into, or they could width drawl my application ( even though they told me I do not have one yet ). I explained that the purpose of a pay day loan is usually for people who need funds fairly quickly and I could not wait around for days wondering if they got their website issues resolved. The rep confirmed she would delete my application. When asked to remove the credit inquiry that went along with it, I was put on hold again. Now the response from the rep was that they do pull my credit to obtain my FICO score but there was no promise of removal only that they " put in the request ''. The rep said it was like going in and applying for cell phone. If they deny giving me a cell phone then they don't remove the credit inquiry. I told them rep that I fully understand how credit inquiries work. However if the institution that performs the inquiry obtains my credit report without cause ( in this case they aren't able to process my application due to technical issues on their end ) then it needs to be removed.

Company response to consumer: Closed with explanation