Consumer complaint received 2017-07-21
Company: CNG FINANCIAL CORPORATION
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
XXXX XXXX, 2017 I started working with XXXX debt solutions a consumer credit counseling organization. A official letter and Debt Management Program Proposal along with a good faith payment ( DMP ) was sent to the Check N Go Company requesting they either accept or reject the offer. During a 4 month period of time, Check N Go Managers did not return any calls nor did they send my account to the proper department to communicate with me. But simultaneously, they were also cashing the proposed monthly payment amount we were sending of {$350.00}. To make matters worse, they continued to try and withdraw via ACH the regular payment of {$250.00}. That continued ACH extraction to my account caused NSF charges in excess of {$1000.00}. It is to be noted that in some cases my bank, XXXX XXXX XXXX paid the payment of {$250.00} to Check N Go via my overdraft protection plan. Also, during this time I was working with XXXX XXXX XXXX to satisfy their account requirement for that pay back. Their policy was, I could not close the account with an outstanding negative balance. Therefore I was unable to stop the continued activity. I physically went into the local branch on XXXX XXXX, 2017 and spoke to the counter clerk first. She told me she wasnt supposed to tell me that the ACH could be stopped but I could talk to the Manager about it. Therefore, I talked to the Manager about the situation and requested the ACH to stop it. She was reluctant to stop it, she said its because the system was automated and Check N Go is trying to collect on a debt. She also informed me that the account had not gone into collections because of my periodic payments. It takes 60 days for my account to be kicked into collections. If I would stop paying the payments then I would go to collections and stop the ACHs. I explained I was trying to prevent going to collections but to work out a plan. She said that the only way to do so would be to go to collections, but in the meantime she could remove the ACH. I asked why the clerks didnt remove the ACH before when asked the other times and she said she didnt know. After such a long period and the additional debt I incurred with them I had no other choice but to stop paying them the proposal amount. With those funds I was able to clear up my debt with the bank and stop the activity on the account. It was only after that and the closure of activity on my bank account that I started getting any communication from Check N Go. However even after I physically went into the branch, spoke to the Manager and requested the ACH be removed, yet still the ACH continued. Then when I called and spoke to the Manager and told her it was the same amount, she told me it had to be another company with the same amount. It was at that point I knew I needed to reach out to CFPB ; no other consumer should go through this. Over a 4 month period either myself or XXXX who had my written authorization to talk on my behalf contacted Check N Go. At these times : XXXX XXXX, 2017 Regular on time payment {$250.00} XXXX XXXX, 2017 Proposal Letter XXXX XXXX, 2017 Regular on time payment XXXX XXXX XXXX, 2017 - Proposal check {$350.00} Called Branch Office Manager not available - XXXX XXXX, 2017 Called Branch Office Manager to call back. Didnt know the status on the account XXXX XXXX, 2017 Called with XXXX Rep. status of the account unknown. - XXXX XXXX, 2017 XXXX XXXX, 2017 Proposal check {$350.00} Called Branch Office Manager not available XXXX XXXX, 2017 Called Branch Office status of account not available XXXX XXXX, 2017 XXXX XXXX, 2017 Proposal check {$350.00} Called Branch Office status of account not available XXXX XXXX, 2017 Went into Branch and spoke to Manager regarding ACH & previous request XXXX XXXX, 2017 Called Branch and spoke to Manager regarding additional ACH charges on XXXX XXXX XXXX, 2017 My Bank charges I had to pay off totaled XXXX. These companies are and can be a good thing when people are in need like myself. We reach out to consumer credit agencies like XXXX to help us and we want them to speak for us because we are overwhelmed by the other problems we are facing at the time. So companies that quickly get on board, help everyone across the board. But when it takes a company 4 months to communicate and stop ACH activity on an account. Which also causes additional debt in the process it 's simply wrong to the consumer. This situation with Check N Go has left me in further financial hardship and distress. I am sure other consumers have found the same type of resistance with these types of companies. There should be a time limit place upon creditors to respond to request especially if they cash a good faith proposal payment.

Company response to consumer: Closed with explanation