Consumer complaint received 2019-11-27
Company: WLCC
State: MI
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Can't contact lender or servicer

Complaint:
I applied for a loan on XX/XX/XXXX, was approved and funded XX/XX/XXXX for {$350.00}. When the loan was setup and I was signing the electronic paperwork there were 2 options available for payment : ach or mail payment. It wouldnt let me select mail payment which I thought I was doing something wrong. XX/XX/XXXX I emailed customer service to let them know I was exercising my right to revoke my ach authorization and to please provide me with a mailing address so I can send payments. On XX/XX/XXXX I received a reply that I needed to call in to speak with a supervisor to do this. I did reply the same day that due to my schedule it is almost impossible for me to call and that I was informing them in writing as their revoking policy stated on the papers I signed. I also said I dont want to call in as phone conversations are conveniently forgotten and this was again in writing so we each have a paper trail. Again I was told to call. When I was driving home, in the dark, I called them, told the agent my information and why I was calling. She put me on hold for over 5 minutes then came back without her supervisor, telling me that the supervisor had already removed the ACH authorization and in 3 days I would receive a call from them to set up payment arrangements. I tell the agent Im confused because I dont need the payment schedule to change, just how Im to pay. She said it was fine and theyd still contact me about payment as they hadnt given me an address to mail payment to. XX/XX/XXXX Starting at XXXX I began receiving phone calls on both my cell and at work. Were they calling to setup payment? Nope, it was their collections department stating my account is past due however, my 1st payment isnt due until XX/XX/XXXX. I called on my lunch period and was placed on hold so long that I had to hang up because my lunch was over and email to them again. This time I tried finding out why I was being called by the collections department with my payment not due until XXXX. The reply I received was that I was in collections because I revoked my ACH authorization and if my payment wasnt received by XXXX  they were reporting me with fraud, by the way this was the response from XXXX XXXX, the collections manager. Now I have never in my entire life been arrested and I was not trying to commit fraud by revoking the ACH authorization so I waited until I was again driving home in the dark, I called customer service, asked to speak with a supervisor and XXXX very very rudely told me that with out providing her with my information and why I wanted to speak with a supervisor that she would not be getting any supervisor for me to talk to so I give my information. She placed me on hold for over 5 minutes then comes back to tell me she would not be getting me her supervisor because my account is in collections and they were unable to access it. So I asked her if it was their company policy to send accounts to collections when the ACH was revoked. She repeated over and over again she couldnt access my account so I finally told her Im not asking about my account Im asking if its a company policy. She stopped responding so I hung up and called back again asking for a supervisor, this time the person who answered didnt give a name but told me I got the wrong department and needed to transfer me. This is when I got to XXXX. Now XXXX did the same thing as XXXX and refused to get a supervisor unless he could verify that I had an account with them. I told him it shouldnt matter if a person has an account if I feel someone in the company has mistreated me then I should be able to speak with a supervisor to log my complaint. He said I needed to stop playing games and give him the information he needed so I hung up and called again, the person on the other end of the line again wouldnt give me to the supervisor however she confirmed that yes, its policy for them to send an account to collections when the ACH is revoke even if there is no missed payment so a new arrangement can be made. According to her it was no big deal, which if that was all it was I asked then why everyone Ive talked with will not let me speak to a supervisor but also each person up to that point has been completely rude and nasty with me offering no explanation. She even tried giving me advice telling me to contact my bank to stop all because they would continue to try getting in my account for the payment! This sounded crazy to me so I asked her if she was implying I dont pay them? Also, I told her that I have written proof that my ACH was revoked in writing and they can not take anything from my account with out my permission because they would then be acting illegally. She hung up on me. I am disgusted with the assumptions this company has made along with the way theyve handled things. I still havent been able to speak with a supervisor and quite frankly if Mr. XXXX is an example of how the supervisors are with this company I dont want to. So, my complaints towards this company are how I was treated by every single person I came in contact with, the sneaky way I was put in collections though I followed all their policies, as well the threat of having fraud charges being brought against me due to me revoking my ACH authorization. This company clearly is not giving loan transparency at all even though they make it seem this way during the application and signing process. Im not a discriminator at all but just because this company is tribe owned does not mean the government should allow them to run business. By the way, my loan was for {$350.00}! This entire mess for {$350.00} ... I almost forgot, I even did a chat with one of their agents also. The transcript was supposed to be emailed to me but surprise, surprise it never was.

Company response to consumer: Closed with explanation