Consumer complaint received 2018-04-26
Company: CNG FINANCIAL CORPORATION
State: KY
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Loan payment wasn't credited to your account

Complaint:
I had taken a payday loan from the XXXX XXXX XXXX store located in XXXX, KY XXXX  ( XXXX XXXX XXXX  ) in the amount of {$500.00} and my date of payment was on Friday,XX/XX/XXXX. The total amount to pay was {$580.00} ( {$500.00} for the Principal amount + {$89.00} for the interest fees ). I've been a regular customer and has been doing business with this particular store for about a year now and I had never had any issue. However, within the last month or so they must have hired a new employee and this was my second interaction with her. So on this particular day, I went to the store around XXXX XXXX   on Friday, XXXX XXXX and told the lady my last name so as to pull my account. She told me the amount which I owed that I made the payment like I always did. I handed the lady {$590.00} in cash ( 5 {$100.00} bills, 1 {$50.00} bill, and 2 {$20.00} bills ). I signed my paperwork certifying the transaction and she handed me back {$0.00} change. The paperwork which I have copy states at this time it was XXXX XXXX. Until this point everything looked normal. I went ahead and told her I'm resigning for another loan. I told her I had all the necessary documents ( a blank personal check and also a current pay statement in case I needed a new one ). She looked into the system and said yes, I needed a new pay statement since the one on file had expired. So I filled out and signed the new check while she did the new paperwork. I handed her both my signed check and my new pay statement. I then asked her if there's a way I could get an extension on this new one because I wouldn't be in town on the day it would be due. She said, " We will see, let me finish this new application. '' This whole time it was me and her alone in the store. Then another customer walks in and out of nowhere, the lady tells me if I could step aside in order for her to help this new customer since my application would take a little longer. This was my first " red flag '' because I have never been asked to let another customer skip line since the protocol was all customers were served on a first-come-first-serve basis. I was a little bit confused but eventually did comply. After she got done with the customer, I went back to her and this is where everything began making sense. She said I'll help you get the extension and went ahead and said, " But you'll owe me. '' I then said " what do you mean, I'll owe you? '' She asked how much I was resigning for. I said the same {$500.00}. She then said I'll only get {$350.00} today. I was confused at this point and I asked " but I'm resigning for {$500.00}? '' She said yes, but I'm helping you out with the extension. I then knew what she was getting at which was I would personally pay her out of the {$500.00} for the favor of extending my due date. All I was asking is for an extension from the company and not as a personal favor. I immediately told her that doesn't sound right or legal. At this point my application had gone through and she said I'm only giving you {$350.00}. I went ahead and told her, " To forget it because I'm not doing it and I don't want it anymore. Give me back my documents. '' She then refused. I warned her I'll call the cops on her. Realizing I wasn't bluffing, she then switched her story and said, " Actually, you owe me from last time. '' " I overpaid you last time. '' I knew that she was trying to get back at me for not going along with her side-deal and so I told her thats a lie. I asked for the proof and she said there was none. She said to have realized it when I had left. I warned her one last time to give me back my documents or I'll call the cops. She started doing something hurriedly on her PC and I knew something wasn't right. I called the cops right away and reported I was in the middle of a fraudulent scheme and being swindled. When she saw me on the phone with the dispatcher she also got on her phone to call her supervisor. She went far away that way I couldn't hear what she was saying. While I waited for the cops to come, she got off the phone and tried to have a conversation with me. I told her the cops were on their way and I don't want to discuss anything further. I asked for my receipt from the paid loan and that's when she said, I voided it. I was like, " excused me? I already paid, signed, and got changed for it. '' She then switched her story again and said, you never paid the whole amount. She said I only paid {$220.00}. At this point, I knew she was trying to cover herself and even then continued to get rid of some paperwork and all sorts of things. I didn't see what she doing due to the fact of the glass barrier between her and me. I knew there were cameras and so I wasn't worried that much. So when the cop showed up, I told him what had happened and at this point the lady was on her phone again presumably with her supervisor. Her supervisor was telling her to count the money in the drawer again and this whole time the cop and I waited for her to finish. The cop asked to speak to the Supervisor and they talked for a little and at some point asked if the cameras worked. When he got off the phone, the lady tried to offer me the {$220.00} back and the cop advised not to take any money from her. He had recorded my statement oh his police-issued camera. Since my folder was still visible on the desk, I told the cop I did sign some paperwork showing me making the payment. I told him it's in the folder and pointed it out to him. The lady said that wasn't my folder in which the cop insisted to see it. My name was on it. When she opened the folder, the paperwork was on top. The cop asked for the copy and that's how I got it. It shows how much I owed, how much I paid, how much cash she received and how much change I got. It shows the date and time and any if there was any void transaction it happened later on after I had called the cops. I even showed the cop the actual change handed to me. It's all in his video. I was advised to file a complaint with the headquarters to which I did that same day after leaving the store. I do have a case number but haven't heard anything from them yet. I went a step further to file this. The lady in question said her name is XXXX XXXX if she actually gave me her real name. I still cant believe she was trying to lure me in on a pay-on-the-side deal which ended up backfiring on her. Then while trying to cover for herself after I involved the cops, she recklessly tried to sabotage my account. I'm sure I'm not the first person she's done this to. I'm just the first to call her out and get her in trouble.

Company response to consumer: Closed with explanation