Consumer complaint received 2020-11-23
Company: ENOVA INTERNATIONAL, INC.
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
( INITIAL REQUEST : XX/XX/2020 ) Net Credit, Please see attached XXXX XXXX credit report and be advised my score dropped 71 points because of an error in processing as I am not 30 Days past due. In addition, please see attached screen shot taken via XXXX  credit monitoring via XXXX XXXX  XXXX. Please expedite corrections as I am scheduled to refinance my primary residence in XXXX. 

NOTE : NetCredit is reporting as current via XXXX XXXX PDF report attachment however a red exclamation point reflects an updated discrepancy however XXXX XXXX PDF report does not, please escalate. 

( FIRST RESPONSE ) XXXX, Please see attached ledger as I paid XX/XX/XXXX payment on XX/XX/XXXX and/or paid XX/XX/XXXX payment on XX/XX/XXXX. After reading your email correspondence regarding an investigation request, I am not sure where/why/how your internal system does not reflect XXXX payment was not received as I am not 30 Days Past Due. Please see attached XXXX XXXX XXXX transaction summaries validating when payments were in fact made in a timely manner as a customer service representative communicated she could not see when my payment was made or processed for the month of XXXX. I have a manager calling me within 24 to 48 hours to address my concerns and/or I spoke with two service representatives who spoke with a manager and collections Friday XX/XX/XXXX and communicated I was not late per their account assessments. My XXXX/XXXX scores are horrific as a result of this egregious error and I would be obliged if your channel can escalate my concern to the highest level of management as a courtesy. 

I am in process of refinancing my property next month and/or job interviews which require consumer reporting evaluations prior to securing employment. 

" Based on the documentation submitted for review it was determined that on XX/XX/2020 ( PAID XX/XX/XXXX ) you had installment thirteen ( 13 ) due. The account became thirty ( 30 ) days past due on XX/XX/2020. The payment was not satisfied until XX/XX/2020, which was after we reported the loan to the credit reporting agencies. At this time, you have installment fourteen ( 14 ) due on XX/XX/2020 ( PAID XX/XX/XXXX ), outstanding. '' ( SECOND REQUEST ) To Whom It May Concern : I made XX/XX/XXXX payment on XX/XX/XXXX however I am considered past due according to both XXXX and XXXX and my credit rating is once again severely affected. I am not sure what is causing the root cause behind this concern as the same circumstance occurred last month and was corrected after having my case escalated. I am aware that I have a grace period per several conversations I had with both customer care and management teams. 

Account # : XXXX Thank you for your recent card payment on loan XXXX. Your payment of {$490.00}, which is effective on XX/XX/2020, will be applied to the balance of your loan. While the card payment has been initiated, it has not yet cleared. If your payment does not clear, the payment that was posted to your account will be removed and you will continue to owe the {$490.00}. 

Note : I did not receive a 15 day late penalty either as I made my payment within the grace period per my contract. Your expertise regarding this matter will be greatly appreciated as my next payment is due XX/XX/XXXX in the amount of {$490.00}. Please correct error as this is the second time this has happened and will the same concern continue to occur if payment is paid prior to a late payment fee being assessed or grace period expiration? I am fortunate to have several credit monitoring platforms which have identified this error and I would have been considered two months behind. 

I was unable to refinance my residence last month because of NET CREDIT and now again I must wait. 

NOTE : I have yet to receive a formal response regarding error after corresponding with a customer care professional who also does not understand why I am past due after reading internal notes.

Company response to consumer: Closed with explanation