Consumer complaint received 2015-11-14
Company: ENOVA INTERNATIONAL, INC.
State: MD
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
I have a cash net installment loan. This is my XXXX loan with the company. Received loan in XXXX and this has been the loan in which I have had so many fraudulent experiences with, with the maximum amount. Yet, being that I have had XXXX other loans with them in the past I know how payments should be applied. 
On XXXX separate occasions I have paid additional money on the loan and realized that my number of payments had not decreased and final payment had not decreased. When extra money is paid in addition to what is due on the date I have always seen the funds be allocated in the manner which goes towards the back end of the loan reducing payments and number of payments. 
On the first occasion when I informed a manager that the payments had been issued towards the next payment as well as the payment due and that was no how I wanted the funds distributed. In the past I have called and asked them to apply the funds towards the back end of the loan because that had not happened. The representative said she would do so but generally that is something they have no control over. 
I waited to see the change and realized that the funds had been reversed which were applied to the upcoming payment, but was not applied anywhere else either. Still had same number of payments and amount. Called back various times throughout the week was told the allocation was a result of having a payment plan, the funds actually applied to the back end of your loan, we do not do re allocations for installment loans. And, finally a representative said I could receive a credit on the account as if I was being done a favor in regards to money I paid which they did not apply. I spoke to another representative and was told I could call in on the day payment is due and payment will go to back end of loan. 
On XXXX/XXXX/15 I called to make my payment and opted to pay {$400.00} instead of {$190.00}. Number of payments did not change nor did payment date change. I definitely was aware that the funds did not allocate correctly. I was told it did not allocate correctly because you paid on your payment date and if you had called two days earlier we could have applied it to the back end. My payment of {$190.00} had been satisfied and I owed around {$89.00} for the upcoming payment. 
I demanded a reallocation the representative stated that there was documentation which said that I was told that I had to call in two days before to have money applied to the back end. Which would be ludicrous because I would n't have turned right back around and wasted {$400.00} to have it not allocated in the way which would not best benefit me if I knew that and also because I have made payments on the actual day before and had them apply towards the back end. 
After escalating to a manager I was able to explain to her and she said she could see that it was not allocated correctly. Her excuse was in order to have your desired results you will need to pay the loan off in full, which was n't answering my question about the allocation and later I was told every time it may allocate differently. Yet, she stated all additional payments go towards the back end which did not happen in my last XXXX cases. 
To help solve the issue she credited the account {$100.00} dollars which reduced the month of payments by XXXX. Yet, she still acted as though she was doing me a favor. I do not think it is appropriate for these representatives to act as though they are doing a favor when I have been able to make the realization that the money is n't being misappropriated. Additional funds paid are n't being applied. When I opened my initial payment email, sent before the I saw where it was stated {$160.00} was applied to principal, {$110.00} was applied to interest, and {$120.00} account balance credit to be applied. Cashnet USA is stealing from consumers and making them feel as though they are trying to help them.

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