Consumer complaint received 2022-04-01
Company: TMX Finance LLC
State: UT
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Loan payment wasn't credited to your account

Complaint:
I am drafting this letter to request your help to resolve a matter with the predatory practices of Title Max. On XX/XX/XXXX I went into Title XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX to acquire a loan of $ XXXX using the title on my XXXX XXXXXXXX XXXX I have used Title Max before, and this was going to be a short-term loan. I accessed the funds according to their instructions, utilizing their debit card process. In XXXX I went into their webpage to make my payments, I put them on XXXX XXXX because it was a debit card. It advertised those payments could be made and available funds reused. Thats how my debit card works at my bank. All transactions for the account can be done through the debit card. My XXXX payment was due on XX/XX/XXXX and I logged into the website and made a {$2000.00} payment. It took the process a few days to post the payment on XX/XX/XXXX and it posted to the account on the XXXX XXXX portion of their website. I attempted to make a larger payment of $ XXXX on XX/XX/XXXX and {$1500.00} on XX/XX/XXXX believing that the payments would work, just like the $ XXXX payment posted. Thats when my troubles began. 

After I was approved for the loan, I was handed an envelope of information about XXXX XXXX. It included a card, terms and conditions, and marketing pamphlet ( Exhibit 1 ). They referred to the card as a debit card. The store agent stated that I use the card for acquiring my funds and everything else needs to be done on the app. When I got home, went into Title Max website and logged in ( Exhibit 2 ). As you can see a XXXX XXXX and Title Max are on the same screen. 

My XXXX $ XXXX payment posted to the account and the balance due adjusted showing a certain portion of that payment was now available if I wanted to use it, just like a debit card. The $ XXXX payment that I paid on XX/XX/XXXX was returned on XX/XX/XXXX as XXXX XXXX XXXX XXXX REFUSED BY RECEIVER. I called the local office for help but the # was forwarded to the XXXX XXXX XXXX XXXX. After several days and multiple attempts, I went to the local office. She referred me to the # XXXX. That option again took several days to get through. I reviewed my contracts for Title Max and XXXX XXXX which do not distinguish who gets what thinking maybe I did something wrong. In the interim my {$1500.00} payment from XX/XX/XXXX was returned on XX/XX/XXXX but my original $ XXXX payment still showed posted on the webpage. On XX/XX/XXXX I was finally able to get a # XXXX customer service rep on the line, I explained what happened. The agent stated to try doing a $ XXXX payment again like I did the XXXX payment since that payment did post which I immediately tried. On XX/XX/XXXX it was returned. I called the XXXX # again and after finally getting an agent she stated to go to the local office, which I did. The office agent, XXXX I believe, kept stating how it was a debit card and we do everything through the debit card. I was so frustrated I asked for a manager. We spoke to a gentleman that identified himself as the District Manager. We explained what happened and sent to him a copy of our checking account showing our attempts to pay the bill ( Exhibit 3 ). He stated he would research the issue and get back to us. On XXXX he got back to us and stated it was our banks fault for pulling the payments back. I pointed out again that the tagline said the Receiver refused the payment. He stated lets post the money to the account and he would continue researching the problem. The XXXX XXXX transferred the funds from XXXX XXXX to the XXXX XXXX account and we gave him $ XXXX. We had originally tried paying {$8500.00} but he stated lets take care of the principal and then well work on the rest. We waited for his call. 

After XXXX weeks, we had not heard back so we attempted to contact the XXXX XXXX. He would not provide us a direct way to contact him. He stated it was against company policy. We had to call the local office and have them attempt to call him and transfer the call. That proved precarious since the XXXX XXXX office would forward its calls to the XXXX XXXX. We spoke off and on for 3 months with him always stating he was working on the problem. The last time I spoke to him it was XXXX and he still didnt have an answer at some point he was either fired or quit. In XXXX our car was repoed and we went back into the XXXX XXXX office. The new XXXX XXXX XXXX was at the office. The office rep, XXXX, was there and stated she had it repoed. We asked why she did that if she knew there was a dispute. She knew that the previous XXXX XXXX was gone and why didnt she just call and tell us. She didnt have a good answer. We started explaining the whole issue with XXXX. We gave him a copy of the transactions that showed the history. All I ever wanted was to pay but wanted the proper amount based on the date we had attempted to payoff the loan. I can not understand why its so hard except to just get more money. After another XXXX weeks I had to track down XXXX again because of the company policy that District Managers dont give out a direct phone number. He stated they would not accept our bank account proof and they have no way to confirm I tried to pay off the account. That they are two different companies, yet they are on the same Title Maxx website and the previous XXXX XXXX is the one who transferred the $ XXXX to the Title Maxx. He said we had to wait until it was charged-off and then speak to corporate. 

We were contacted by XXXX in the charge-off department and again explained what happened. He offered of the total amount but again I informed him of what happened. He finally asked well how much do you think you owe, so I asked my wife to do the calculation, see below. 

Pyt_Amt Balance Per Diem Days Int XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX If everything had worked correctly, I should owe and was prepared to pay it that day. I told this to XXXX and he stated he needed to speak to his Manager. I was transferred and again told the same story. He stated he would have to speak to his Director. I didnt hear back from him, so I called XXXX again and he stated the account was referred back to the local District Manager. I have attempted to call him several times with no response. I believe they just keep jerking me around to force more and more money to the account because they have my title. 

I was a repeat customer. I needed a loan for a short term which my payment attempts show. I do not understand an organization where no on really understands their own website or app and their relationship with XXXX XXXX. I have concluded this scenario is about greed and believe I am not the only customer who has been jerked around with their misinformation.

Company response to consumer: Closed with non-monetary relief