Consumer complaint received 2021-11-09
Product: Debt collection — Payday loan debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ENOVA INTERNATIONAL, INC. (TX)

I received a phone call and voicemail on XX/XX/2021 from " XXXX XXXX '' who indicated that she is from, " the payment processing department of XXXX ''. She also stated that she was calling to inform me that a " scheduled voluntary restitution payment '' for case number XXXX was returned. She asked me to return the call to let them know if this was an oversight or if the funds were not available. She also mentioned that if the payment was not made in a timely fashion it would cause a null and void of my deferred legal arrangement. Lastly, she mentioned that it would be documented that I was legally notified. The number she left to return the call was XXXX, which is different from the number that appeared on my call ID. That number is XXXX. 

I returned the call and after speaking with Miss XXXX and notifying her that I felt I was a victim of fraud or identity theft she verified that although my name was on the account, there was a different social security number associated with the account and that there were 2 email address on file ( XXXX, I did not write the other down ) that were also not mine. Miss XXXX also indicated that the account was opened by my wife " XXXX '' however, I am not, and have not ever been married to anyone by that name. 

Miss XXXX placed me on a brief hold and XXXX XXXX joined the call. Both Miss XXXX and Mr. XXXX indicated that he was a manager with XXXX. Mr. XXXX re-iterated what I explained to Miss XXXX and advised me to contact CashNetUsa by phone to report the fraud. Mr. XXXX also provided me with an account number ( XXXX ) and bank account ( XXXX XXXX account ending in XXXX ) to reference. 

Upon contacting CashNetUsa at XXXX as instructed by Mr. XXXX to report the fraud, I was advised by someone on the " Fraud Team '' that I would be sent an email stating what I needed to do in order for CashNetUsa to open and investigation. I received an email that evening from XXXX with the instructions. 

As instructed in the email, I filed a report to XXXX XXXX ( Ref # XXXX ). XXXX XXXX advised me that someone from the XXXX Police Department would return my call to file an official report. Later that evening I received a call from someone at the XXXX Police Department and filed report number XXXX. 

The email I received from XXXX stated that I needed to fax the police report to XXXX, however, I do not have a fax machine. I sent the police report to XXXX on Wednesday, XX/XX/2021, as this was the email address indicated in the the email from Support as the email address for the CashNetUsa " Fraud Team ''. 

Later that afternoon, I received a response from XXXX stating that they had investigated the loan records and police report and based on their findings, I was liable for the paying the balance. The email also stated that the terms for the loan are outlined in my contract and that my contract can be accessed in my online account which I do not have. It also said if I needed login assistance, to contact customer service. I tried on 2 occasions to contact customer service for assistance and both times was instructed to contact the " Fraud Team ''. When attempting to contact the " Fraud Team '', the first agent gave me a number to call ( XXXX ), which turned out to be a different business number. When I called back, the agent said they were transferring me to the " Fraud Team '', then hung up on me.