Consumer complaint received 2021-10-07
Company: Stilt Inc
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
I got the personal loan from Stilt because I needed help last year around this time taking care of a few bills. What I didn't know is that my dad would end up passing in late XX/XX/XXXX  ; so, I ended up using much of the funds for those expenses. I am still dealing with expenses from that time, which is why you will see that most of the payments, although still ahead of the 30-day mark ( that affects credit reports ), have been late. I mentioned all of this to the Stilt rep at least a month ago when I first started having greater difficulty making my installment payment before the 30-day mark. I called then trying to make payment arrangements so that payment wouldn't result in a negative mark on my credit reports. I was coldly told on the phone that nothing could be done. I hung up with no resolve. I got a follow-up from someone via text chat saying that although a payment arrangement COULD be made, that they still couldn't do anything about the 30-day due date and that I would still be risking a negative reporting. Thanks to their lack of leeway, I indeed ended up with a negative late payment mark on last month 's credit reports. I had difficulty again in this latest 30-day cycle ( 30 days as of the XXXX or XXXX of XXXX ), making it two 30-day late payment marks on my credit reports. In addition to difficulty paying, it is also how my employment checks come. My checks come thru a couple days early on Wednesdays every two weeks, so this week, my check fell on the 30-day mark. There's nothing I can do about this. So, if I'm strapped for cash, I can forget being able to pay until the check finally comes thru. Sometimes it arrives in perfect time and sometimes it doesn't. Because of the brick wall I got the first time from Stilt reps, I didn't even bother to call this second time to make any payment arrangement, and had to " simply '' wait until my check came thru despite whether it came before, on, or after the 30-day mark. I have never in my life dealt with a creditor who refused to allow any understanding or grace in special circumstances such as mine. I don't even know what to do or if Stilt will even care, but I am submitting this complaint anyway. It is a shame that I have gotten all this way with " on-time '' payments -- no negative credit reporting -- and now, as I'm halfway thru paying the loan off, I have two late payment marks thanks to their lack of care for customers. I also do not like that it's such an incredible feat to get ahold of someone. Their phone most of the time goes to voicemail, and when I've finally gotten someone, they're impersonal, cold, and do not work with customers. I believe this is a tech company under the guise of financial services, as many tech companies are impersonal, lacking customer service, and have a 'take it or leave it " business model and not 'customer first '. You all need to understand that you will not have any business without customers -- and that I am not just a number in your system. I tried to work with you all to get a human answer to a human situation to get my bill paid on time, not have a normal situation be made into an inconvenience for your ready-made system, and not cause negative marks on my credit reports.

Company response to consumer: Closed with explanation