Consumer complaint received 2024-09-06 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Loan payment wasn't credited to your account — 
Company: ENOVA INTERNATIONAL, INC.
State: AZ

Complaint narrative:
THE OPTIONS ON THE PRIOR WEB PAGES DO NOT ACCURATELY CAPTURE THIS SITUATION, BUT I CALLED CFPB AND THE REPRESENTATIVE INSTRUCTED ME TO SELECT THOSE OPTIONS IN ORDER TO MOVE FORWARD WITH THE COMPLAINT. 

THE LOAN AT CASHNETUSA WAS TAKEN FRAUDENTLY BY SOMEONE ELSE ( PARTY UNKNOWN ) UNDER MY EXISTING ACCOUNT. 

On XX/XX/XXXX at XXXX I received an email from CashNetUSA titled Complete Your Online Application in Minutes. It included instructions for completing an online loan application. I did not initiate this action, and assuming that it was spam, I ignored the email. 

Then on XX/XX/XXXX at XXXX, I receive another email from CashNetUSA titled Your Email Address Has Been Updated. This email identified XXXX as the address that it was changed to. I did not initiate this change of email address on my account. 

I did not authorize anyone to initiate either action on my account, nor is there anyone known to me who would have access to the account or even know it existed. 

Both of the above emails were sent from XXXX XXXX XXXX 

On XX/XX/XXXX at XXXX, I forwarded the Your Email Address Has Been Updated email to XXXX XXXX XXXX. I sent it to this address, knowing that it would be seen and knowing that a direct reply to XXXX XXXX XXXX  would NOT be seen. In my email, I notified CashNetUSA that based on the XXXX prior emails they had sent me, someone was fraudulently attempting to open a loan under my account. I had a CashNetUSA account from a legitimate loan I had taken many years prior. 

I never heard back from CashNetUSA. 

Then, on XX/XX/XXXX, I learned that CashNetUSA had proceeded with the fraudulent loan, when I saw a derogatory item on XXXX of my credit reports. It was a {$XXXX} loan that had been sold to XXXX XXXX, a collection agency, who then reported it to the credit bureaus. When I googled XXXX XXXX, I learned that they were affiliated with CashNetUSA. I vaguely remembered the emails with CashNetUSA from XXXX years prior and checked my XXXX and found XXXX XXXX. I check my credit reports regularly, and did not see the fraudulent loan appear until XX/XX/XXXX. I have never been contacted by CashNetUSA or XXXX XXXX in attempts to collect on the loan. I assume that the suspect who changed the email on my account to XXXX also changed the other contact information, so they would have received, and obviously ignored, any collection attempts. 

I contacted XXXX, a benefit offered through my employer. Together, we attempted to contact CashNetUSA but they would not answer our call because the loan had been sold to XXXX XXXX. Together, we contacted XXXX XXXX, and they provided instructions for what actions to take so that they could investigate and hopefully resolve the matter. Those actions included filing a police report. 

I also contacted an attorney through XXXX, another benefit through my employer, and they suggested I file a police report as well as an FTC report and a complaint against CashNetUSA through the CFPB. 

Finally, I was eventually able to speak with CashNetUSA via phone, and their low-level representative denied any responsibility and did not offer any options for assistance with the fraud the company participated in. He also did not allow me to speak with anyone else in the company. 

I filed a police report in my city, XXXXXXXX XXXX XXXX. The report number is XXXX. 

The CFPB representative also recommended I contact the Attorneys General of my own state and the state where CashNetUSA is based, so I will do that next. 

There has been no resolution or additional activity as of my online filing of this CFPB complaint.

Company response to consumer: Closed with explanation