Consumer complaint received 2019-07-01
Company: Harpeth Financial Services, LLC
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Was approved for a loan, but didn't receive the money

Complaint:
I have been a customer with Advance Financial ( AF247.com out of XXXX  TN ) for some time now, and have over a {$2500.00} credit limit with them, and a 0 balance. I have paid off every loan I have ever had with them early, and never was late on any payments. On Friday, XX/XX/2019 I needed an advance of {$800.00} from my credit line. When I attempted to request the funds online it asked for me to enter my telephone number so I could be sent a code in order to verify it was me, and to get the money. When I didn't receive the code I realized that they probably had my old phone number. I didn't see any way to update my phone number or account online so I called them at XXXX. I spoke to someone who told me that I needed to text him a copy of my DL, which I did from my new phone number. It took several minutes for him to get my text, but he said he finally got it and he took my new phone number and said it would be " reviewed '' and that within an hour at the most it should be updated and I could request the funds online again. After waiting almost 2 hours, I  tried to request the money again, but it still would not work, so I called back this time to the XXXX number from their website. I spoke to someone there who told me that if I was trying to request funds they would need to do an electronic verification since it had been a while since I had last taken out a loan even though NOTHING on my account has changed except my phone number. She said that it's basically like starting over since I haven't taken out a loan in a while and my phone number changed. She asked me about my banking information and said she would send me a link so I could do the electronic verification. She also had me email her a copy of my debit card and bank statement, so now they have copies of my DL, debit card and bank statement. I believe this person said she was a supervisor with them, her name was XXXX. After getting the link I tried a couple of times to do the bank verification, but it would not work until it finally went through, and I received a message saying that my banking information was updated. So I'm thinking ok, this is good so now I can request the money. It still would not work, and when I tried requesting the funds online it wouldn't let me enter my debit card number. So I called them back again, and spoke to a lady who said she knew exactly what my problem was, and that it's because I was not selecting to have my payments automatically deducted from my checking account when I tried entering my debit card number. I told her that I would try again, and select this. When I did, it still would not work, and a message came up saying it could not be processed at this time, and to call XXXX. 
This all started around XXXX est on Friday morning, and by now it is after XXXX. I'm also trying to do all of this from work, and it has greatly interrupted my working trying to deal with all of this. I called them back at this same number AGAIN, and spoke to another lady who said that I should go in to a local store to request the advance, and that it would be quicker. She could not give me a reason as to why I should do this, other than it would be faster, but promised me that I would be able to get the funds from them. So, now I have to leave work early to go to a local store, and it's now past XXXX. When I get to the store on XXXX XXXX in XXXX, I tell the guy working there ( XXXX XXXX ) my issue, and that I was told to come into a store to get the money. When he pulls my account up online, apparently he sees a note saying that he needs to call a number because my account is " locked ''. I don't know what number, or who he called, but they told him to fax them a copy of my bank statement and debit card. Mind you, they already had received all of this information earlier this morning, which I told him. I gave him the information to fax to them, which he did, and he gave me a copy of the confirmation sheet. He said that they told him once they got this, they would have everything and my account would be unlocked after it was reviewed, but it may not be that I can get the money today ( Friday ), and may have to wait until Monday since it's already getting close to XXXX. I told him that I was not too happy about this, and have been trying to get this money since XXXX this morning, and he apologized and said he understood, and he gave me his number, and said he felt the account would actually probably be unlocked this evening, or by 6 their time, which would be 7 my time. He said if he heard anything before then, that he would call me, or I could call him back. I asked him if he knew what the problem is or why it's taking so long, and he said that he did not know, and that he had never experienced anything like this before. Of course I didn't hear anything by XXXX from anyone, so instead of calling him back at the local store, I called the XXXX number back again, and spoke to a lady who said that it looks like they do have everything, but are just waiting for it to be reviewed. She said this shouldn't take long and that she would be working until XXXX, and would give me a call herself to let me know if the account was unlocked. Of course, I didn't hear anything, and kept trying to get the funds online, but it was not working, and still said to call the XXXX number. I tried to request the funds again this morning, XX/XX/2019, but my account apparently is still locked, and says to call the XXXX number. I give up! 
This is a terrible way to do business, and I don't understand what could take so long to review someones account, especially when they are a current customer who only had a phone number change on their account. Not to mention, that I was a very good customer. 
I want this company to permanently delete or cancel my account, and my line of credit with them. There are too many reputable companies out there that will loan me money without this type of hassle. It seems like either the employees do not know what they are doing, or this is just the way they choose to do business. Either way, this is a terrible way to treat customers, especially good customers, and I feel their practices should be investigated. They need to look at all of the really bad reviews they have of customers complaining of issues very similar to what I experienced. 
Sincerely, A very unhappy customer!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation