Consumer complaint received 2021-06-21
Company: Braviant Holdings, LLC
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Payday loan
Issue: Struggling to pay your loan

Complaint:
I took out a loan for {$3000.00} with XXXX XXXX XXXX  via Balancecredit.com on XX/XX/2021. At the time I had several other payday loans but was able to make my payments as scheduled. Sometime in XXXX my bank account was severely overdrawn and I contacted Balancecredit.com  asking them to stop automatic payments because my account was overdrawn and asked what arrangements could be made so that I don't fall behind. I told the rep that on the website it says that if I can not make a payment on-time they would talk about payment extensions or other arrangements, however they said they could not do anything to help. The person on the phone said they would stop the payment, but that no alternative arrangement could be made and that interest would continue to increase. 
Balancecredit.com continued to send me emails reminding me I was past due. In the email it said " If you're unable to pay now, please reply to this email to let us know how we can help and when you may be able to make your next payment. We look forward to getting you back on track. '' After bringing my checking account positive again, and as suggested in the email, I responded to Balancecredit.com to ask how I can catch up, suggesting that at the moment I could only afford {$100.00} per month. Balancecredit  responded, " Thank you for contacting Balance Credit. These requests must be processed over the phone ... Please contact our Customer Support Team at XXXX to complete this process. '' I followed up with a phone call to the customer service number they gave, and explained the situation to the person on the phone, but they completed ignored me and asked for the entire past due balance to be paid immediately via a debit card. I repeated myself indicating that I could not make the payment and they told me that until I made a payment and re-enabled automatic payments that no payment arrangements could be made. That made no sense to me because if I had the money to pay the past-due balance I would not have been asking for a payment arrangement. The 3 other payday loans I had made arrangements that reduced the interest rate so that it would not grow beyond what I could pay. I feel that balancecredit has no intention of honoring the statements on their FAQ ( https : //www.balancecredit.com/faqs/ ) where it offers to help get you back on track, or the statement in their email that asks for a response, but then they tell you to call customer service, but customer service asks for the full payment immediately. 
They continue to send me emails saying " Falling further behind will increase your balance on a daily basis, but we want to work together to get you caught up. '' But I have contacted them several times via email and by phone and their only proposed solution to getting caught up is to have me pay the entire past due balance immediately. I can not afford this and I would like to work to get back on track, but I feel all the statements from balancecredit.com either on their website, in their emails, or from their customer service reps are false statements to just get me to make any payment regardless if I can continue to pay or not.

Company response to consumer: Closed with explanation