Consumer complaint received 2015-10-22
Company: CURO Intermediate Holdings
State: ID
Product: Payday loan
Issue: Charged bank acct wrong day or amt

Complaint:
I initially set up a " payday '' loan and the company converted it to a " flex line of credit '' loan. I used XXXX bank account to create the loan and have the funds deposited. I made some payments out of this account. I then wanted to change the financial institution and account that the payments came out of. I was unable to remove the initial account but I was able to add a new account. My payments have been coming out of the new account without any issues. I changed jobs and needed to change my due date to line up with my new paydays. I emailed the company to ask how to do that. They said to send in new paystubs to verify my new pay dates. I did that only to have them come back with a " form letter '' email telling me that I could not change my due dates even though this loan was set up with payments to be when I got paid. The VERY NEXT payment after I requested a due date change did n't deduct from my account like it always did. The next day after the due date I got a notice from my initial back that I set the loan up with stating that I had a payment that attempted to clear but there were no funds to clear the payment. I was charged a {$29.00} NSF Fee and my account was now in the negative. I looked to see what happened and this lender, who has been charging the " new '' account for MONTHS without incident, attempted to take my payment out of the " old '' account that I was no longer using. I called them immediately and advised them that they had no authorization to change my preferred payment account and that the only reason the old account was on there as because I could n't remove it. I asked why they had been taking all my payments with no issue from the new account then suddenly attempted to withdrawal from an account that was not being used. I advised them that they created an NSF Fee and that I needed this issue resolved ASAP and the NSF Fee covered by them. I was placed on hold to have them come back and say that they " had a system update '' on their end and it defaulted back to my original account. I advised them that I was given no notice from them that they were having system upgrades and that I needed to verify my preferred account was correct. I advised them that I was not responsible for that account even being on there since I had no ability to remove the account. I was told that they would NOT be crediting me back the NSF Fee because I had that account on there system. I advised them that I had proof that they had been taking the funds from another account and that there were no issues, I also could not remove the old account and that I was never notified that I needed to verify my account because of their system upgrade. I advised them that this was a violation of my consumer rights. I do not even want to have auto payments with them but they advise me that I can not pay via any other method, I am FORCED to use auto pay and they can take the money from any account they have on file. I advised them that I would be reporting this issue. I asked for written documentation of this incident and their stance. I was advised they can not provide any written information about any of this because of privacy laws. I said that was not correct. I was placed on hold again and then advised that if I did n't report this issue they would credit me back the {$29.00} but I needed to send proof of the NSF Fee and that they were the cause of it. I obtained the NSF notice from the bank, the account ledger showing the fee and proof it was their company. I emailed it at instructed to have them reply stating that I had to have a FULL COPY of a 30 day bank statement with ALL pages attached and my account number, name, bank info, etc. All the info I provided them already but now they want to see a full copy of my 30 day statement ( that 's my personal info that does n't apply to them ) and I will have to wait 30+ days to get it. I sent ALL the same info already.

Company response to consumer: Closed with explanation