Consumer complaint received 2018-10-15
Company: ENOVA INTERNATIONAL, INC.
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
I have a loan for XXXX This have taken out almost XXXX in 3 months. I have ask them to help with the payments, but they will not. They took XXXX out this month. 
Can you help me? A loan shark is cheaper than them We take privacy seriously. We can't see your screen, but we'll save a copy of our chat for training and quality assurance purposes. 
XXXX XXXX You're now chatting with XXXX. 
XXXX XXXX XXXX, Welcome to CashNetUSA online support! In order to verify that you are the account holder, can you please provide me with your home phone number and the last four digits of your social security number? 
XXXX XXXX You, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Thank you for verifying your information. I would be glad to address your concern. One moment while I access your account. 
XXXX XXXX  You, Thank you XXXX XXXX XXXX, Thank you for holding. Our records show that you had your regular {$690.00} payment due on the XXXX as well as a payment of {$750.00} that was adjusted from XX/XX/XXXX to XX/XX/XXXX on XX/XX/XXXX XXXX XXXX  You, Look is there anything I can do? This Loan is killing me. I can not get a grip on this loan. I am doing my best, but that is my entire paycheck that was just taken out. Is there anything we can do besides take my entire paycheck? 
hello? 
XXXX XXXX XXXX, Sorry for the delay. I do apologize, the payments have been sent to the bank for processing. 
Please be advised that any changes must be received and processed no later than 2 business before your due date. I apologize for the inconvenience XXXX XXXX  You, So I am just out of luck? Nothing you can do? 
XXXX XXXX XXXX, Not at this time. I do apologize. Will the payments clear? 
XXXX XXXX  You, doubt it XXXX XXXX XXXX, I can transfer you to our collections team if you would like XXXX XXXX  You, thank you XXXX XXXX XXXX, One moment please. 
XXXX XXXX  You, thank you XXXX XXXX You're now chatting with XXXX. 
XXXX XXXX XXXX, Thank you for choosing CashNetUSA. I can assist you with your question or concern. One  moment while I access your account please. 

XXXX XXXX You, Thank you XXXX XXXX XXXX, Hello. Thank you for verifying your account and for being a valued CashNetUSA customer. How may I assist you today? 
XXXX XXXX  You, I had two HUGE payments taken out. Over my paycheck. Is there anything I can do. Any options? This loan is killing me, I know it is entirely my fault for getting involved in this kind of loan, but I don't know what do to or how to pay such high interest. I don't even no if my payment is all going to be there XXXX XXXX XXXX, It is noted that you're paid {$4100.00} per month so that is why you received the high credit limit and why your payments are so high. I am sorry, we are unable to schedule a set arrangement on your full balance as your active balance is already due in payments according to your statements. More information on how your payments are calculated can be seen on the last page of your billing statements which are available for your review online at www.cashnetusa.com. 
Have your paydays or income changed? 
Sorry for thy typo, that should have only read www.cashnetusa.com. 
XXXX XXXX You, yes, my husband isn't working so that is income gone. 
XXXX XXXX XXXX, I am sorry to hear about that and am able to note your account. You can send a copy of your two most recent check stubs and we would be able to update your account for you. 
XXXX XXXX  You, I am one to get out of paying anything, but this is crazy. I can't even feed my family, kids, etc. I am just going to have to look at getting legal help. I am not asking for you not to pay, but I am asking you to lower my payment. I just can't do this. 
XXXX XXXX XXXX, I understand your concern. One moment please while I review your account a little further. 
XXXX XXXX  You, Thank you please help me

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation