Consumer complaint received 2020-01-19
Company: CNG FINANCIAL CORPORATION
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
Wednesday XX/XX/XXXX I logged onto the Check 'n Go website to apply for an installment loan in which I provided my personal information that included my bank account, routing number and social security number. The application requires you to create an account. After I submitted the application, the message states that I can log back into my newly created account periodically to check the status of the loan. I logged back in a couple times and the status showed as pending. 

Friday XX/XX/XXXX ( XXXX ) An alert notification from the company was sent to my junk/spam box stating that my funds were on their way. This alert notice had the following loan terms which I never saw, reviewed, vetted or signed. How can I get funded at XXXX when I hadnt submitted my valid ID? Per their application requirements, To apply for a loan, you will need at least a valid ID, proof of income, an active checking account and a working phone number. 
Loan Amount : {$XXXX}  First Payment Amount : XXXX} First Payment Date : XX/XX/XXXX Note, I never noticed this email as it was sent during the early morning hours on XX/XX/XXXX. I was asleep at this time and didnt discover nor expect the approval alert notification. I discovered this alert on XX/XX/XXXX after I started to research the events that led up to the surprise funding in preparation for my CFPB complaint. 
I had blocked all payday loan companies and routed them to junk/spam box. I started to receive too many emails from different pay day loan companies that I never dealt with or submitted a loan application to. I believe due to a loan that I previously took with the pay day loan company XXXX XXXX XXXX, these other pay day loan companies got my personal information and started sending me offers daily. It was interfering with important emails I intended to receive. Check n Go was one of the loan companies blocked. 
How can funds have been on their way without my knowledge, approval or signature on a loan agreement? I never was able to view the loan terms or ask about the loan prior to the surprise funding Friday XX/XX/XXXX ( XXXX PST ) I logged in and the status was still pending, but there was also a new request to verify my identity by submitting a copy of my government issued identification. I uploaded a copy of my California driver license successfully. 

Friday XX/XX/XXXX ( XXXX PST ) I logged into my account to check the status and the identity verification message was still there. It didn't reflect my successful upload of my California driver license earlier in the day. 
So I clicked on the " contact us '' link which sends an electronic message to customer service. I was able to email customer service using the link provided within my account ( see message details in attachment ). The message details show my message was received by the company at XXXX XXXX. I informed them on this electronic submission contact form, that I uploaded my ID and if approved, would they be able to fund my account before the next Monday. I never received proper notification about an approval. Their response to this message didnt arrive until XX/XX/XXXX. 

Friday XX/XX/XXXX ( Various times after XXXX ) I hadn't heard from the company so I tried to log into my account using the correct password that I initially created. I kept getting the same 5 error messages ( see error message details in attachment ) repeatedly with no success. I repeated the reset process several times to include correctly entering a password that met their requirements. The password requirements were displayed separately, after each attempt. Specific or pieces of Password reset information elsewhere is never triggered separately as it is for Check n Go. 

None of the options or instructions contained in the error messages worked and I was never emailed instructions to reset my password until XX/XX/XXXX ( see 3 reset emails received from company in attachment ). 
When trying to satisfy each error message, I met the password requirement and entered several different password combinations with at least one number and one letter ( i.e. XXXX! or XXXX! ) and I still got the same 5 error messages that didnt make sense, as I entering different passwords correctly based on the error message type. 
Then I got another type of error message stating that I need to enter a password with at least 8 characters as they specified. No matter what I did, including entering correct password criteria, I was never able to reset my password and access my account. 
After at least 5 password attempts, I proceeded to call the 800 number as noted everywhere in their communications and on their website, but I was never able to get through. I repeated the reset process many times because it didn't make sense, if I'm entering the correct criteria, why do I keep getting rerouted through each error message over and over again? 

Friday XX/XX/XXXX XXXX various times throughout the day ) I called the 800 listed as noted and still was not able to get through. The greeting stated to enter my zip code so I could be routed to the respective store in my area. 
After I entered my zip code, I was routed to the XXXX location and their greeting stated their offices are now closed, to please call back on the next business day. The next business day would be the following Monday XX/XX/XXXX. 

XX/XX/XXXX My bank was credited with loan fund amount of XXXX XX/XX/XXXX An ACH debit for {$XXXX} was taken from my checking account. This was their second big surprise. I never knew what the monthly repayment terms were until XX/XX/XXXX. I was very worried and felt extremely nervous, as I used the surprised funding. I was in distress, hence me seeking an installment loan. I decided, oh well, I did apply and I did get the loan funds. I was feeling like this was my obligation to pay. 

XX/XX/XXXX The second payment for {$XXXX} was taken from my checking account. 

XX/XX/XXXX I felt that although I was funded, I never signed a contract agreeing to those terms. It's wrong to surprise a person already in financial distress with {$XXXX} and charge a repayment rate of % XXXX resulting in a total loan payment of {$XXXX} after 11 payments of {$XXXX} each month. If I could truly afford this loan and still be able to feed my family, I wouldn't have needed a loan in the first place. 
Due to the uneasiness and stress of this new obligation, I called my bank and submitted paperwork to reverse the fees. While I did use the funds, I realized that I never signed a loan agreement. The process took a few days and was finally credited back to my account on XX/XX/XXXX in the amount of {$XXXX}. 

XX/XX/XXXX As I was retracing my steps and trying to recall and retrieve all events & applicable documentation leading up to this predatory loan, I found the notice of approval that was auto generated & sent from XXXX. The date and time showing as received in my gmail inbox is : XX/XX/XXXX, XXXX XXXX. 

XX/XX/XXXX Due to the reversal of fees from my bank, a Check n Go representative called me to ask for my debit card number. I explained to him that I never received the loan agreement and that I could not afford their terms and that I would be disputing the matter with concerned regulating agencies or other concerned parties regarding my consumer rights and the fact that I never signed a contract with them. 
Also, a follow up email about how I could repay the loan was sent the same day. I received two communications in one day about repayment. 

XX/XX/XXXX ( XXXX PST ) Company sends me notice regarding bank reversal and requesting that I contact them to start repaying this now delinquent loan. My XXXX payment includes interest and totals {$XXXX}. 

XX/XX/XXXX ( XXXX PST ) I emailed the following message to the company : The links sent do not work. I applied for this loan, but was declined, then I was " surprised '' to see the money in my account, but no one had discussed payment agreement. I would not have accepted the loan at the rate or payment of {XXXX} per month. That defeats the purpose of needing money. I needed money and a loan, but the payment per month is too costly and I can not afford that. I think this business practice of the surprise element is predatory. You know I was desperate, but funding me unexpectedly without discussing payment terms with me is unacceptable. 

I will repay the loan, but the links do not work, just as I tried to log into my account before you all funded me, but was and still am unable to access my account to date. I will document these events for future purposes, to include contacting the Federal Trade Commission for violations under the Fair Credit Reporting Act. 

I still can not access my account to view the activity to include message history, loan signing history/proof. They never bothered to follow up with me regarding the loan terms or approval. Well they did up to the point they successfully validated that I was in fact the borrower when I submitted my official ID. They obviously verified my bank info and that I did, in fact, have an active valid checking account from which they could take my money at whatever term they agreed upon for me. 
I have received over 10 calls and emails since I reversed the fees. 
Their contact us number XXXX doesn't work ; you can't get a real live person on the phone. It leads you in circles to your respective store location that is closed. This number is listed on all messages prior to them funding your account/loan. You are not given their actual customer email address until you default or become late with your payments. All other contact us links sends you to an online submission form which gets routed to their customer service. 

Ironically, t the return call phone number XXXX can also connect you to a real live person if you press option 2 during business hours. But first, immediately the caller/customer is given step by step instructions to enter your financial information through their auto payment system which is open and can accept payments at any time of the day. They do not offer the same availability and flexibility for consumers trying to inquire about their loan terms or ask questions about any discrepancies. Offering unlimited hours by which to receive automatic payments benefits them and ultimately creates a greater possibility of ensuring they can receive repayment funds. 
Once they have your bank account verified, they approve you right away and auto determine loan terms. They already have your bank information early on because it's required to apply for the loan. They dont have to wait for you to submit an official Government issued ID as evidenced in my case. 

XX/XX/XXXX Company sends me loan agreement with the following customer e-signature on file in the space where my signature should go. I never submitted an approval to approved or sign electronically. This is not acceptable to receive a loan agreement three months after the fact. I was never able to view this document and I did not sign it.

Company response to consumer: Closed with explanation