Consumer complaint received 2022-06-14
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Problem when making payments — 
Company: Grain Technology, Inc. (WI)

I signed up for Grain on XX/XX/XXXX. At the time I was given a {$1000.00} credit limit. On XX/XX/XXXX, I received an email that an annual fee would be charged once the new terms and conditions are accepted in the app. I sent an email the same day asking if it just applied when it was used or will be charged regardless. I received an email stating that I would receive a response within XXXX business days. That did not happen. They sent another email that the annual fee would be lowered to 8 % of the credit limit. I immediately responded, asking again if it was only when it was used. I once again received a response that it would be responded to within XXXX business days. Again, I did not get a response. I sent another email XX/XX/XXXX after I was charged {$80.00} to refund it and cancel my account. Again, XXXX business days were promised, but never upheld. I sent another email on the XXXX demanding my money to which I finally received a response that I supposedly agreed to the new terms and conditions consenting to the annual fee. I advised that the new terms and conditions never showed up on the app as the app was set to automatically update from the XXXX Store and when I opened it, the new terms and conditions never showed up. I did have an unexpected expense come up so a few hours later, I asked them to just leave it alone, but to change the bank account connected as per their website : " To change the account you have linked to Grain, contact us here. Please include why you would like to link to another checking account. As a reminder, Grain generates your credit offer on the cash flow in the account you link so when you link to another checking account, you could generate a new credit offer. '' I even sent the new account and routing number. 

I received a response on the XXXX asking for proof my other account being closed and proof of recurring income into that account. When I stated that their website did not ask state that information and that I just wanted to change the bank account for the payments, that I planned on closing my account with them after paying it off, I heard nothing. 

I had began attempting to pay off the account from the linked bank account they wouldn't change beginning XX/XX/XXXX when I was paid from work. It kept providing an error when I would try to log in so I emailed in on XX/XX/XXXX. Was again told that I would receive a response within XXXX business days. I sent additional emails on XX/XX/XXXX, XXXX as I was then charged a late fee. I finally received a response on XX/XX/XXXX, again requesting proof of my old account being closed and deposits in the new account. I was sent a link that XXXX said I could use to make a payment, her exact words being " In the meantime, please use the one-time online invoice link weve generated so you can use another checking account if you need to make a payment right away : https : //trygrain.com/payment? requestIdXXXX ''. However, it only allows XXXX or Debit/Credit Card, which is not what they stated it would allow. When I pointed this out and that I didn't have a debit card for the account nor had a bank account linked to a XXXX account, was advised that I would just have to wait until I got debit card, but that I would continue to accrue fees and interest. 

I asked to just close the account and then I'll just pay it off when I got it. XXXX told me that they wouldn't close it until it was paid off so I would just have to pay the interest and fees. When I asked for an address to send a check, was told " The address to mail in the payment can be found on your monthly statement. '' However, being that I can't log in, I can't get the address and when I asked for her to send it to me in an email, I never received another response. They have reported that I am late though I have been trying to pay it off, but they would not provide the resources to do so.