Consumer complaint received 2025-10-17 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Problem with the payoff process at the end of the loan — 
Company: CCF Intermediate Holdings LLC
State: LA

Complaint narrative:
Formal Complaint Regarding Unauthorized Debit and Misrepresentation of Settlement Offer To Whom It May Concern : I am submitting this formal complaint regarding an unauthorized debit from my bank account and the mishandling of communication related to a settlement offer from CashCentral. 
On XX/XX/scrub> 2025, I obtained a loan from CashCentral in the amount of {$700.00}, scheduled to be repaid on XX/XX/scrub>, 2025. A partial payment of {$430.00} was made on XX/XX/year>2025, leaving a remaining balance due. 
On XX/XX/scrub> 2025, I received an email from CashCentral offering to settle the remaining balance for 25 % less than the amount owed, with XX/XX/XXXX days to respond to the offer. However, on XX/XX/year>2025, CashCentral debited my bank account for {$430.00} without my knowledge or authorization, and before the XXXXday response period expired. 
This action directly contradicted the terms stated in their communication and has caused financial hardship. I was under the impression that I had XXXX full days to review and respond to the offer before any further transactions occurred. 
On XX/XX/scrub> 2025, I contacted CashCentral to discuss the unauthorized debit : - At XX/XX/XXXX. CST, I spoke with a representative who stated that XXXX is allowed to debit the account at any time, even if an offer was extended, and that the offer was a courtesy. When I asked for clarification about the XXXXday response period mentioned in the email, the representative refused to explain and ended the call abruptly. 
- At XXXXXX/XX/XXXX. CST, I called again. The next representative stated there was no need to go over it because the debt was paid in full and nothing can be done. When I asked why the debit occurred before the XX/XX/XXXX days expired, he admitted he was new and unsure. He initially said he would get a supervisor but later returned to say the offers are auto-generated and dont matter unless you call, and that the XX/XX/XXXX days are just listed. When I again requested a supervisor, he replied, you dont need a supervisor because I just told you, then placed me on hold and released the call. 
- At XXXXXX/XX/XXXX CST, I called again and was transferred to the XX/XX/XXXXDepartment. When I requested a supervisor, the representative asked why ; after I explained the situation, I was placed on hold, and the call was released again without assistance. 
Throughout these interactions, no representative provided an explanation, no assistance was offered, and calls were disconnected without resolution. The behavior of the first XXXX representatives was rude and unprofessional, and the company demonstrated a lack of willingness to resolve a valid concern. 
I am requesting the following actions : XXXX. A formal written explanation of why my account was debited before the expiration of the XX/XX/XXXX-day settlement period. 
XXXX. A review of the handling of my calls on XX/XX/scrub> 2025, including the conduct of the representatives involved. 
XXXX. A refund of the unauthorized debit and reimbursement of any related bank fees or charges incurred due to this action, given the financial difficulties caused. 
XXXX. Assurance that no future debits will occur without my express authorization. 
This incident has caused significant inconvenience, financial strain, and emotional distress. I respectfully request a prompt investigation and resolution in accordance with applicable consumer protection regulations. 

Loan # XXXX

Company response to consumer: Closed with explanation