Consumer complaint received 2019-08-06
Company: ENOVA INTERNATIONAL, INC.
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Money was taken from your bank account on the wrong day or for the wrong amount

Complaint:
On XX/XX/XXXX, I called the loan company to ask them to move the date of the EFT to align with my paydays. When I initially took out the loan, it was supposed to be set up on those days anyway, and I wanted to make sure they would get paid without worrying about an EFT being refused. I received email verification, and was told in the email the next pay due date would be XX/XX/XXXX, but it could take a few days to process, so I may still see a charge on the next due date, which would have been XX/XX/XXXX. When no charge came out on XX/XX/XXXX, I went by what the email said, that the next payment taken would be XX/XX/XXXX. On XX/XX/XXXX, the lender took two EFTs from my account. I wrote an email inquiring about the error, and informing them it caused my bank to charge me two overdraft fees. They replied with an apology and a promise to refund the payments and the fees. On XX/XX/XXXX, I did receive one of the amounts back, but not the other, and not the fees. I wrote another email asking why I didn't get the other charge and fees back yet, and was wondering if they were just keeping it in lieu of the payment for the XXXX. I didn't receive a response back immediately, but the following Monday I received an email saying that they were unable to process my payment on XX/XX/XXXX, and it was past due. It was for an amount larger than I had previously been paying. I've tried emailing, calling, and chatting, and I do still have all of the emails, including the one they admitted fault and asked why the bill was larger, and why I never received the other funds. The calls were pointless because the customer service people forwarded me to collections after I explained what happened, and then collections routed me back to customer service after I explained it to them, and didn't even give me a chance to tell them that customer service had sent me to them. I waited for about five minutes and there was not even any hold music, so I think the transfer either didn't go through, or they were just trying to get me to hang up. I tried the online chat feature on their website and got passed around a little too, but the last person I chatted with said she had escalated the problem to a manager and I would hear something back soon. A couple of days ago I finally got the fees back, but not before my bank charged an additional overdraft fee that wouldn't have happened if they hadn't made the error in the first place. They sent an email to me yesterday saying that they are going to forgive the amount they already refunded me, and that I was still overdue for the larger amount they failed to take on the XXXX. I replied that didn't make any sense to me, as they had admitted it was their mistake, not mine, when the two payments came out on the XXXX, and that I was not satisfied with their solution, since I've incurred another fee, and they still haven't explained why the bill went up. I've since closed that bank account and opened a new one with the same bank to avoid them being able to take anything else out. In my communications with them I opted out of the EFT payment method, but didn't have confidence that they would not try anyway. I've been searching for a lawyer, and have reported them to the XXXX  and Tennessee Consumer Affairs. I asked them almost a week ago in an email to stop calling my work number, and the next day I received two calls from them at work. I sent another email that evening providing them my work number in case they weren't aware which number was which, and they could feel free to call my cell number and leave a message if I didn't answer. After that email, I've received two phone calls from them at work, and a few missed calls on my cell phone. I leave the ringer on silent while at work, and don't answer personal calls unless I'm on my lunch break. I've informed them I'm seeking legal counsel and that they would soon be hearing from the lawyer. When they do call either of my numbers, they never leave a message.

Company response to consumer: Closed with explanation