Consumer complaint received 2020-01-13
Company: Lending Club Corp
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
Below is a timeline of events : On XX/XX/XXXX I rescheduled a payment of {$630.00} with The Lending Club and asked for it to be dated for XX/XX/XXXX because I was going to pay the loan off early. On XX/XX/XXXX the payment was debited from my account without permission, which resulted in me not seeing my children for the XXXX Holiday and incurring cost for hotel and rental car cancellations. I contacted Lending Club on the same day and made them aware of this issue, and spoke with a Supervisor named XXXX XXXX and she stated that she would put in a Service Request to have the funds returned. I called back on XX/XX/XXXX and spoke with XXXX who submitted a follow-up Service Request. This was done with the approval of her Supervisor XXXX XXXX. I spoke to an employee named XXXX on XX/XX/XXXX who advised me that the return was still being processed. On XX/XX/XXXX I called in to check the status as it was to be completed in seven days at which time I was told to call back on XX/XX/XXXX. On XX/XX/XXXX I was told that the payment was in my virtual wallet, and the reversal was approved and would be in my bank account the following day by XXXX XXXX. It never arrived and on XX/XX/XXXX I was told it would be another 3-5 days. On XX/XX/XXXX I made a payoff on the loan for the amount of {$8500.00} and this figure was verified by Supervisor XXXX XXXX. On XX/XX/XXXX XXXX XXXX told me that that I owed {$14.00} still and that an additional {$200.00} was left. I explained to him that this was impossible as they still owed me {$630.00}, and I verified with him the payoff amount the day prior. I also reminded him of our conversation where he assured me that any balance would be expensed. On XX/XX/XXXX I was told by Mr. XXXX that the {$200.00} was expensed, and the {$630.00} was still being returned. On XX/XX/XXXX a supervisor by the name of XXXX told me it would be another 3-5 days to receive my payment that was taken without permission. On XX/XX/XXXX I was told again that my credit wasn't showing and they would issue another service request, and the {$200.00} still wasn't expensed. As of XX/XX/XXXX I have received my {$630.00} back, although Lending Club is saying that I still owe them a payment in excess of {$830.00}. I had XXXX XXXX listen to the recorded message from XX/XX/XXXX where XXXX XXXX verified the payoff amount, and stated that he would expense any remaining amount. She called me back and stated that she heard the call and I was correct and she would have the account closed. XXXX XXXX, XXXX XXXX and their Director named XXXX XXXX had a conversation with an employee where they told her that I did everything correctly and they were at fault, but wanted her to still attempt to get me to make the payment. I have sent them bank statements as requested and have been cordial through this entire event. I have spent well over 40hours on the phone with this company and lost roughly {$1500.00} in expenses due to their incompetence. All that needs to take place is the closure of an account that I have completely satisfied yet its still showing up as late. Attached you will find a copy of the loan status as showing late, and a conversation with an employee that was present at the meeting with the director as  she has been trying to help me get the situation resolved. All events are true and on a recorded line that the company has on file.

Company response to consumer: Closed with monetary relief