Consumer complaint received 2022-09-20
Company: OPORTUN FINANCIAL CORPORATION
State: KS
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
It began on XXXX XX/XX/2022, I made a call after I got paid in order to pay off the remaining loan. It was an automated system and told me that the remaining amount was over {$570.00} which I paid and it was processed on XXXX XX/XX/2022. At the beginning of XXXX I received a notification that I had to pay a minimum payment of {$97.00}. So I called to find out why, since I thought I had paid it off. They told me that the payment had been returned due to insufficient funds. I went to my bank because my statement said that it had gone through and wasn't returned. The representative showed me that it had gone through and not been returned. I called Oportun again, while at the bank. After about XXXX hours of debating it and their incessant eruption of the minimum amount due and that my account was in good standing, they finally asked me to send my bank statements reflecting the payment to hello@oportun.com, to which I sent it. I called later and someone else answered and I had to go through the whole thing again because they said that they hadn't received it and then told me that that was not the correct email. They told me to send it to XXXX, to which I sent it again. Later I received a call saying that my minimum payment was past due and I called again. After about another hour or so, they they told me that they hadn't received it and they were going to transfer me to their supervisor. Then they told me that their supervisor told them that they were the one I was supposed to talk to. I was told that I would not have to worry about the late fees because they were looking into it and it would be another XXXX days. After that time, they called again to say that my minimum payment was due. I explained again what the situation was and then I was told that a payment for over {$590.00} was processed at the end of XXXX but was returned on XXXX XX/XX/2022. I never initiated that payment because I had thought the debt was done with. I asked for copies of my payment history and the original contract. The representative said he would email it to me and promptly hung up. I never received it. I did receive a letter in the mail, stating that they were not obligated by law to provide proof, but as a courtesy they said they included the payment history and original contract, which was not enclosed with the letter. I received a call this morning which I was unable to answer, but called back shortly after and explained everything again. I asked for these things to be sent to my email, while I was still on the phone so that I could be sure to receive them. They explained that it would take XXXX hours. I told them that was unacceptable due to what has been happening and they said that there was a problem with the verification process on their computer and he would have to talk with his supervisor. I was on hold for almost an hour and then the line was disconnected. The issue still has not been resolved.

Company response to consumer: Closed with explanation