Consumer complaint received 2016-09-30
Company: EZCORP, INC.
State: WI
Product: Consumer Loan
Sub-product: Pawn loan
Issue: Lender sold the property

Complaint:
Took out a loan on XXXX XXXX 2016, in which I made monthly payments regularly. My first payment was 2 weeks late, after that, a payment was made by the XXXX of each month. XXXX, I contacted the XXXX EZ Pawn store, requesting information on my account, asking what are the guidelines, regarding when merchandise would be put in the case to sell. I asked the employee to check my acct, & if I could not make it in, if I needed to get there by XXXX, to make the XXXX payment. I was told, I have 60 days. I had sent someone else in 3 times prior to make a monthly payment, she was asked, " Do you have a driver 's license? '' She said no, can I confirm the dollar amount, to bring the account current? She was told, we need your id. She left due to not having the ID. On XXXX XXXX, I then went to the store, driving 2 hours to take care of the payment myself. When I got there, I told the girl I was making my payment & wanted to know the payoff Balance. She started stammering and said, ughhhh, we recently went to a 30 day loan, that they were verbally telling people, that she could not take my payment. I said I want to speak to your manager, you ca n't change a policy on a loan verbally, and not inform the consumer in writing. I was paying {$30.00}, for the monthly interest, which would put me at 30 days. The Manager reinforced, this is the new way we are changing over to, that I needed to pay 3 months worth of interest, and I noticed my merchandise, was already sitting in their display case to sell, for another to purchase! I said, I have {$30.00}, take my XXXX worth of merchandise, you gave me a {$140.00} loan for, out of your case, this payment would of been made last month, had your employee not told me, I did not have to make a payment for 60 days. There is no way to see this data, via computer, make a payment by Web, and they only accept cash payments, is what I was told prior. I could not make a payment via phone, can only come to the store. I upset as ever, mentioned why would I have to pay for 3 months in order for him to get my merchandise out of the case, being one month behind, due to their mis informed guidance ... and he mumbled, we 'll 2 months. I again told him here is my monthly {$30.00} interest payment, he said I ca n't take it. I 'm furious at this fraudulent practice, my merchandise should not have been in the case for purchase! 
I left the store stating I was taking this to the attorney general! I then wrote a long email to their customer service department, on XXXX XXXX. I stated I required a phone call by XXXX, or I was getting an attorney involved, due to fraudulent operations. I got a phone call from a XXXX XXXX, who was so mean leaving a message, I had to register to message 10 times to make out the number to contact. 3 calls from a XXXX, which everytI me, left a temporary number at one of the stores he was visiting for a couple hours. I work a 50 work week. I can only call after I 'm done working, never being able to reach this manager. Just keep calling managers at XXXX different stores, with no help, but to email this XXXX. Yesterday, I took it a step further, contacting their parent company with the same forwarding email, to the EZCORP financial investors, president, I have heard nothing back from. I then after work today contacted the last store number he gave me complaining to that store manager, how can you do business this way. It 's 12 days later, my merchandise is probably sold by now, & I 'm livid at the thought. There was no XXXX mail reminder nor have I ever gotten a call regarding my merchandise. I would not be contacting the store and making monthly regular payments, If my intention were to not keep my Diamond, XXXX, yg pendant, w/ yg. Please help me, Thank You in advance, Sincerely, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation