Consumer complaint received 2023-03-03
Product: Debt collection — Medical debt
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: Denefits LLC (FL)

Dear CFPB, I am writing to express my deep concern and frustration with the practices of Denefits LLC, a financing company that has repeatedly engage in a series of unfair, deceptive, poor customer service, and abusive practices in its dealings with me, including violating consumer protection laws and my rights as a consumer. 
Firstly, I was required to pay a down payment before being allowed to enter into a finance contract with Denefits LLC, a practice that is prohibited by consumer protection laws, which prohibit lenders from requiring down payments as a condition of entering into a finance contract. Moreover, despite paying a downpayment/upfront fee of {$120.00} in order to get into contract, I have since discovered that Denefits LLC 's website indicates that my down payment was only {$50.00}, creating a serious discrepancy that has yet to be resolved. 

Secondly, Denefits engages in deceptive billing practices. When I make payments towards my loan, I have experienced being charged double or more than the amount that I have authorized for payment, despite inputting a specific payment amount. Despite the fact that I input the exact amount I want to pay, their system shows that my card will be charged the correct amount, but I later get charged double the amount that was indicated. This is clearly an unethical and fraudulent practice that they should be accountable for. Moreover, it tells me a payment is past due even after I made payment. 
Thirdly, despite my past efforts to make payments and stay current on my loan Denefits LLC has engaged in constant harassment and aggressive collection tactics, including calling me multiple times a day, sending hundreds of messages in which I had I to go as far as spending my hard-earned money to send them certified letters, not once but twice, demanding that they stop the excessive contacting, yet they have chosen to ignore my requests and continue to cause me undue stress, distress, and emotional pain. 
Additionally, their fee structure is designed to extract as much money as possible from vulnerable borrowers like myself. Their late fee structure is unfairly punitive, charging {$25.00} late fee for a payment that is only {$37.00} a month, completely exorbitant + disproportionate and does not commensurate with the size of the loan or the payment amount. 
Also, while any other company are always willing to waive late fees as a one-time courtesy or remove them altogether, Denefits LLC has never shown any willingness to do so. In fact, they have been the first company in my lifetime that I have come across that does not provide any form of courtesy or understanding to their customers. Even after countless pleadings, they have only offered to remove a mere {$5.00} out of a {$25.00} late fee which they even indicated will only be applied *only if I can make payment right away, which is nothing but a token gesture and a clear indication of their greed and lack of concern for their customers. 
Lastly, Denefits has constantly threatened to damage my credit by reporting me to credit bureaus on multiple occasions after I missed just XXXX payment that was only 3 days past due. It is unfair and unethical for them to resort to such underhanded tactics to coerce me into making payments despite the fact that I had already paid significantly more than the initial amount borrowed. This type of coercive behavior which indeed caused me fear and anxiety is not only unethical but also unconscionable. 

Given these egregious practices, I am filing a complaint and urge that you investigate these practices and take appropriate action to hold Denefits LLC accountable for its actions. I have retained all documentation related to my down payment and loan agreement and also kept detailed records of all communication with Denefits, including dates, times, and the content of calls and messages. I am determined to pursue legal action if necessary to fight against this predatory company and protect the rights of consumers like myself.