Consumer complaint received 2020-02-18
Company: Moneytree Inc
State: CO
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Can't stop withdrawals from your bank account

Complaint:
I regret to have to do this, but it pains me to notify you of some rude behavior of a supervisor over the phone. I have had payday loans for a long time with no issues overall from Moneytree. I only had one other time they had to reverse a fee because I was given incorrect information from another Moneytree representative over the phone. I have gotten increases in my available loan amounts, which shows I have excellent history.

And yet, because ONE check was sent to my bank and got returned, which caused me a {$25.00} NSF fee from my bank, the manager only came off that it was all my fault and that she refused to call my bank on a three way call as a COMMON COURTESY to explain that this was an unforeseen error. I never received the text message I normally get as a reminder of any due date, and had I gotten that message, I would have called right away to change my due date to XX/XX/XXXX. 

I never get upset, but this manager got me very upset. She was rude and refused to serve the customer in a common capacity by representing that customer to the bank explaining what happened. This is because the banks often want to hear from the company the reason for the returned check. And the only reason why they sent the ACH is because they did not receive a payment or call by the due date of XX/XX/XXXX, which is a new due date for me to begin with. Normally my due date is around the XXXX of each month. 

People are people. They make mistakes. They forget. They get busy. But as you will see from my excellent history with XXXX, there was NO reason why this had to happen to me. And it is a fact she admitted there was no policy or law preventing her from doing a three-way call to my bank. So, in essence, she REFUSED SERVICE in a common and respectful manner, causing me to get very frustrated with her. I think we are all adults I explained, and there is no reason for me to be treated in this manner. 

I am thinking seriously about never using their services again after I pay off this loan, unless this is resolved, and she is talked to about this behavior. I felt more than insulted and disrespected by her, and I said Im the customer, and I have been doing payday loans and other services with your company for a very long time. There is no reason for this counter-productive and negative treatment to me. I can not repeat that enough. 

People in corporations and business should never be allowed to get away with this. The customer is always right, especially when things like this happen to us. This took place today, XX/XX/2020, about XXXX XXXX   mountain time. I had called into the phone number XXXX, but my situation required the representative who answered the phone to transfer me to the payment center, and then from there the representative had me to talk to her manager. You have to get the names from your research.

I expect something in support for me to be done about this. She can wave all the fees she wants. That does not excuse her behavior, and also the refusal to honor my request to explain to my bank what happened, so the bank has a reason from an actual company over the phone. I have already sent the request to my credit union to reverse the NSF fee, in addition to this situation. 

I am a genuine and kind person, but any normal person would feel this way if they are treated in the manner I was. I look forward to hearing from you soon. Thank you. 


cc : /mail : MoneyTree, XXXX XXXX Office XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, WA XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation