Consumer complaint received 2021-11-15
Company: WLCC
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
Loan amount due on the XXXX day of each month. Payment due of {$110.00} was taken from bank account via ACH withdrawal on XXXX XXXX. Account is current and no other payments were owed as of XX/XX/2021. A second payment of {$110.00} was taken on XX/XX/2021 subsequently overdrafting my account to which I had to deposit funds meant for other bills to prevent an overdraft charge. I contacted the company and spoke with a supervisor. The supervisor apologized profusely and stated that it was a system error and the payment should not have happened. She stated any OVERDRAFT FEES incurred would be refunded and that I would need to submit a bank statement showing OVERDRAFT FEES incurred whenever one was available. She stated the incorrect payment would be refunded, they just had to figure out a way to do it. After three days of no refund, I contacted Arrowhead on XX/XX/2021 and informed I had not received the refund. The rep stated their entire system was down and they could not do anything to call back the next day. I called XX/XX/2021 and asked to speak with a supervisor. I explained my issue and he stated he was able to verify the unauthorized payment, apologized again and stated he would have to speak with a " back end '' billing department. I mentioned my bank was overdrafted at the time of the unauthorized payment and it had been now four days. After speaking with " billing '' he stated I would now need to send in a bank statement for the past 30 days for the refund to be issued. I stated I was not concerned with overdraft at this time as I had covered it. He stated I am required to send in a bank statement for the past 30 days to receive a refund of the unauthorized payment that they were clearly able to acknowledge as incorrect, received, and processed. I also verified the payment was processed as paid out with my bank. I then asked to escalate the call further as I saw no valid reason to ask for a bank statement detailing personal transactions dated back 30 days before the incident to " verify '' an additional payment that they admitted to being incorrect and a " system error '' in addition to being fully able to verify that I was not behind on any payments or arrangements and my account was current. I then had to call a total of 12 times to attempt to escalate where I was cold transferred to the same person, disconnected, another supervisor pretending that she could not hear me and hanging up multiple times, and no answers all to no avail and to this day have not receive a refund of funds collected outside of the payment schedule in my CONTRACT. I then attempted to revoke permission for ACH and autopay in writing as all of these red flags of this company having the ability to withdraw funds whenever they felt like it and refusing to refund unless I provide irrelevant personal information. I received a response that I had to call as they do not accept a revocation in writing ( another red flag ) I informed the rep that going forward, I would pay with a debit card each month on my due date and because of clear breach of good faith and security of my account, I wish to not have ANY automatic withdrawals of any kind from Arrowhead Advance. I was informed that that could not be done, I would have to attach a debit card where they would still automatically withdraw. This is the point where I have no faith in fair business practices of this company and can not trust that my money will not be taken at their leisure and held hostage to extract again, completely IRRELEVANT personal banking information for " verification '' of THEIR admitted " error '' that I can only view as FRAUD. Because of this, I have filed a dispute with my bank and felt it imperative to file a report and complaint with the CFPB so other can BEWARE.

Company response to consumer: Closed with explanation