Consumer complaint received 2016-01-21
Company: ENOVA INTERNATIONAL, INC.
State: VA
Product: Payday loan
Issue: Charged bank acct wrong day or amt

Complaint:
Had line of credit payday loan account with CashNet USA since 2013. Agreement was signed with monthly payment for loans. I am paid on XXXX of each month. Payments were made in accordance with agreement since 2013. On XXXX XXXX, CashNet USA deducted an additional {$390.00} payment from my account, after agreed upon payment was made on XXXX XXXX for {$670.00}. This caused my checking account to become negative and resulted in overdraft fees for several other purchases. This also resulted in my family, including XXXX children, to be without money for living expenses until our next pay period. I contacted CashNet USA the first time on XXXX XXXX and was told that yes, the payment was taken incorrectly and it would be reversed. This process would take 24-48 hours. I waited for the deposit into my account, in the meantime taking out additional funding from my line of credit to cover living expenses while my account what negative. After 48 hours I contacted CashNet USA again, and this time was told that the 48 hour period is for them to enter the reversal but it would not hit my account for 3 - 5 business days. Again, I waited for the deposit to my account. I was told by the associate on the phone that I had an additional {$200.00} available in credit and then went online and requested that funding so that I would have additional money for living expenses. I called several days in a row to check the status of the reversal and was told that it had been processed but would have to wait for the 5 days before it would be deposited in my account. After the 5 days had passed and there was still no deposit, I contacted CashNet USA on XXXX XXXX and was then told that the reversal had been cancelled because I had requested the additional {$200.00} in funding, which was only available on my account because of the payment that was incorrectly charged. At this time I explained to the associate that I only took the {$200.00} because my account had been overdrawn by CashNet USA when they took an unauthorized payment from my account. The associate spoke with a manager and informed me that they had made a {$50.00} credit on my account instead of reversing the payment. I explained that the credit was not sufficient and I wanted restitution for the unauthorized payment. After holding for several minutes I was told that the manager was going to override the cancellation of the payment reversal and ensure that the reversal would be completed. I was told this would be deposited back into my account within 24-48 hours. I confirmed that I would not have to wait another 3-5 days for the deposit. After another 48 hour waiting period, I still had not received the deposit from the payment reversal. I contacted CashNet USA again and was told that mgmt. cancelled the reversal and they would not refund the payment since I had taken the {$200.00} advance. I never authorized this debit from my account, CashNet USA stole this money from me and is now charging me interest on funds that I used to maintain my bank account after they cause overdraft charges and my family of XXXX to survive without money because of their inability to follow the terms of the agreement, eventhough I had been maintaining my agreed upon payment terms for two years.

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