Consumer complaint received 2017-10-16
Company: ENOVA INTERNATIONAL, INC.
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Struggling to pay your loan

Complaint:
XX/XX/XXXX I reached out to cashnet usa and notified I could pay XXXX on Friday XX/XX/XXXX and XXXX a month after - I requested the account to be closed and allow interest to stop and the loan would be paid in full with XXXX a month payments or more to what I could afford.. 
They declined and said that interest would continue. I pleaded again - but they said interest would continue until it was paid. 
I also stated to close my access to receive any additional funds I have included a chat session for review We take privacy seriously. We ca n't see your screen, but we 'll save a copy of our chat for training and quality assurance purposes. 

Ready to chat ... 
. 
XXXX, Welcome to CashNetUSA online support! In order to verify that you are the account holder, can you please provide me with your first and last name, home phone number and the last four digits of your social security number? 

. 
You, XXXX XXXX XXXX XXXX. 
, I was just talking to you. 
, we got cut off b4 I could finish tyong. 
XXXX, Hello. Thank you for verifying your account and for being a valued CashNetUSA customer. 
. 
How may I assist you today? 
. 
You, Im going to report you to the CFPB - this is not acceptable - I am asking for help - the intrest should stop when a person cant pay or the person would owe gobs amount -. 
XXXX, I will document your account for you. However, you agreed to all the terms of the Flex Loan when you electronically signed the agreement which was before you received your advance. 
. 
You, I am reaching out to you - I have tried to make an arrangement, based on low income - I have tried on my end but you are unwilling to accommodate and want to continue to charge interest. 
XXXX, We are unable to renegotiate the agreement you signed ma'am. 
. 
It is available for your review online at www.cashnetusa.com. 
Please keep in mind we will continue to contact you in regard to the status of your account and collection efforts will continue if a payment is returned unpaid. 
. 
You, I have stated that Im am willing to pay and set up an arrangment - but you will not accept those terms. 
XXXX, We are not able to schedule an arrangement on your full balance due XXXX. 
. 
I have offered an arrangement on the payment you stated would return but you declined it. 
. 
You, I will pay XXXX on friday XX/XX/XXXX and XXXX a month after or more till completly paid off. 
, Please advise. 
XXXX, I will document your account for you and wish you the best. Please keep in mind, paying your past due balance in full will allow you to request an advance against your available credit limit and without an arrangement in place, collection efforts will continue on your past due balance. 
. 
Thank you for contacting us. If you have any other questions regarding your loan, your account, or the services that we offer, please visit www.CashNetUSA.com to learn more. Is there anything else I am able to assist you with today? 
. 
You, yes. 
XXXX, How may I assist you XXXX XXXX? 
. 
You, please tell me what your arrangemnt is. 
, I no longer want to take anything out - you can close my access. 
XXXX, When the payment is returned, I can schedule {$34.00} to be debited on XX/XX/XXXX and {$34.00} to be debited on XX/XX/XXXX with your regular minimum payments. 
. 
Your account is not able to be closed until it is paid in full./. 
You, I sated acess not closed. 
, I cant do that is there anything else you can do. 
XXXX, There is not a way to remove your access XXXX. 
. 
No ma 'm. 
. 
ma'am. 
. 
You, But there is - you can just say dont lend me anything and set up an arrangemnet. 
, I have told you what I can do. 
XXXX, I am sorry XXXX, there is not a way to do that. 
. 
. 
. 
I have noted your account. 
. 
You, But there is - you can. 
, ok thank you. 
XXXX, Again, we are not able to remove access to your account. You are very welcome and thank you for contacting us. If you have any other questions regarding your loan, your account, or the services that we offer, please visit www.CashNetUSA.com to learn more. Is there anything else I am able to assist you with today? 
. 
You, no. 
XXXX, Thank you for choosing CashNetUSA. Have a great day. 

Sorry, our chat session has ended due to circumstances beyond our control. Please feel free to chat with us again if you need further assistance.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation