Consumer complaint received 2018-07-11
Company: World Acceptance Corporation
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
On XX/XX/2018 I did an application for a small personal loan in XXXX, XXXX   with XXXX XXXX XXXX by phone. Address : XXXX # XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. The reps name was XXXX. This call took place at XXXX. XXXX told me that she would give me a call back with my results. I had no concern because I had taken loans out before and paid them off in a timely matter. Once complete, I realized that I had given the wrong number for my employer XXXX XXXX XXXX, owner and operator XXXX XXXX. I called back approx. 5min later to give them the correct number. I had several numbers for XXXX, and some of them were invalid. So I wanted to correct the imformation. 
The days goes on and I can understand the rep ( XXXX ) may have gotten busy so about XXXX I called back to see what my results were. A rep named XXXX answered the phone. I asked if I could speak to XXXX, and the rep asked is there anything she could help me with. I told her I was calling to see if I had gotten the approval for the loan. XXXX states '' no ''! I asked her why and she told me that I was not approved due to " dellinquecy on my credit report ''. This information was not true! I had my credit report in front of me and all accounts on my report were current, I even had the notification that XXXX XXXX had pulled the report. 
I told XXXX that the info could not be true and asked why XXXX, the person that took the application, couldnt call me or come to the phone to explain it. XXXX tells me " First of all its not our policy to call you back if your not approved, nor do we have to '' She began to over talk me. I find it hard to believe that is ANY COMPANIES POLICY. I told her that I was going to call Corp office which is located in XXXX XXXX. She told be she didnt care, call if I like. I did call and left a message, there was no return call back. 
On XX/XX/18, I recieved the letter of denial. On the letter it stated that the reason for denial was because they were " unable to verify income ''. Which is completely different from the reason XXXX stated on XX/XX/18 when I called to get the results. I called home office again and spoke to a customer service rep who then listened to the information and said that she would be forward the information and that the Supervisor would give me a call back within 24-48 hrs. Upon finishing that call, I the branch again this time asking to speak with the supervisor. Her name is XXXX. I told XXXX what happened on XX/XX/18, and told her that XXXX told me I was denied due to " delinquency on my credit report '' and that I had recieved my denial letter and it stated something totally different, which was " not able to verify income. '' XXXX then pulled my file and stated she was unsure why I was told that when it clearly states that it was because they " unable to verify income ''. I explained to XXXX that I conversed with my supervisor and no employment verification had been done. XXXX explains that they had called the number to another place and the person that answered the phone stated that myself nor XXXX XXXX worked there any longer. I told XXXX that I called back to give XXXX the correct and current telephone number of my employer, and there was no attempt made to call. 
XXXX takes the updated info as if she was going to call to verify employment. She asked me if I can produce paystubs and I told yes of course. That would not be a problem. 
On XX/XX/18, I called XXXX back to see if she had done the steps needed to verify employment and assuming at this point all they needed was my paystubs and proof of idenity. XXXX states that she called her Supervisor XXXX XXXX and home office and they stated that they could not call to verify employment. I asked her why? She said because we have to use the number that was given to them. I said ok thats fine the number that was given to you was to my immediate supervisor and the owner and operator of XXXX XXXX XXXX. I asked for the telephone number of her supervisor and she gave the name of XXXX XXXX and proceeded to give me his number. I called, XXXX was unavailable and I left a message. 
I then proceeded to call Corp office again. They had no record of the phone call that took place XX/XX/18. I was transfered to the Compliance dept.. I explained the information and was told that there was no record but she was going to take all information and call me back and or have another Area manager call me by the name of Mr XXXX. I asked this young lady is it possible to just do business at another branch without having to pull my credit again. She was unsure and told me to call another branch and see if they were able to see the application. She stated she could see it but was not sure if they could being she was in home office. 
I called the XXXX # XXXX and told her that I had called compliance and that had no record of the converstion she said she had or from Mr. XXXX XXXX. I also advised her that I was certain the did not call my employer because I had checked with her again and there was no call made. She stated that she was not going to argue with me and that was fine because I was not going to argue with either. 
I call another branch located on XXXX XXXX in XXXX, XXXX and spoke with XXXX I asked the rep if they were able to pull my application without running my credit again. She stated no, but the supervisor had the ability to send the app over and they could proceed from there. She also called Mr XXXX XXXX and stated that he would be calling me within 10min. 
Mr XXXX XXXX called and I was telling him the events stated above. He began to tell me that they could not call my employer because it was a cell phone! I said a cell phone? No this lady is the owner and operator of this business and how she conducts the business and what type of phone she uses doesnt matter. If you XXXX the company name XXXX XXXX XXXX, you can see that this is full fledge business. Not only that, I have the paystubs to show and prove that this is my employer. I asked Mr XXXX XXXX at what point do you take responsibilty for your lack of customer service? First your rep lies and states Im denied for account delinquencies, when that is not the case. Then him along with his branch manager XXXX refuses to verify employment. I told him I have proof of emplyment Sir. If you feel that you can not call them I have the proof. He says " we are not giving you a loan because of the way you talk to our reps '' I asked how did I talk to them? By me asking for facts and for asking them to follow the policy they have set forth, is that bad? He hung up the phone on me. XXXX XXXX is not a small company that set rules according to how they fill about a person. You can not deny someone credit because you do not like what they say to you. You can not lie and state that you checked references as stated. If the application is denied, then it has to be for a valid reason and he has to be stated correctly!! 
When you look at the reviews from this particular branch you can see that clearly the customer service is low level. The customer service is only as good as its Supervisor. As you can see XXXX XXXX has no customer service skills nor leadership skills. 
I feel like I have been discriminated against because I demanded customer service and not to be just talked to anyway. I also expect truth and honesty. I have all paperwork and correspondences needed to show proof of that. Im awaiting the call from president Mr XXXX to see how this will be handled.

Company response to consumer: Closed with explanation