Consumer complaint received 2024-02-26 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem when making payments — 
Company: TOLEDO FINANCE CORPORATION
State: TX

Complaint narrative:
On XXXX I went to Toledo Finance Corp. office in XXXX, Texas to get a personal line of credit loan with a monthly payment set amount. At this point when the Loan Specialist asked me for the reason that I needed the loan I informed her that it was because I was trying to establish good credit. The original loan amount was for {$1400.00}. My monthly payment was for {$180.00} per month and originally scheduled on the XXXX of the month. I have been making my payments as scheduled until I received a post card in the mail from the Toledo Finance headquarters office informing me that I could " skip '' a payment for a month and received a small amount of my scheduled payment if I refinanced my loan. I refinanced no more than a couple of times, because of the refinance, my payment date then changed to the 2nd of the month. On or about XX/XX/XXXX I received a XXXXXXXX XXXX XXXX  alert that I had a hard inquiry on my Credit from Toledo Finance, this is a couple of months after I had already applied for the loan. I went to the XXXX XXXX to speak with the Loan Specialist XXXX XXXX to inquire with her why my credit score is being pulled and why did I have the additional Hard Pulls being conducted on my credit report since I have not applied for a new loan at XXXX XXXX since my current loan of {$1400.00}. XXXX did not really have anything to say, in fact, when I inquired with her about why she was conducting hard pulls on my credit report therefore lowering my credit score, XXXX became defensive and even threatening towards me. I advised XXXX XXXX that I was going to contact the Toledo Finance headquarters to submit a complaint about her pulling hard inquiries on my credit report and I left the office. When I called the Toledo Finance Headquarters office I spoke with the office manager " XXXX '', I explained to her what was happening in the XXXX XXXX, TX office, but she too was extremely condescending, was attempting to intimidate me and threatening me. On or about XX/XX/XXXX I received a credit notice alert that someone was attempting to use my credit to purchase a home loan in XXXX, TX, since the Loan Specialist XXXX had shared with me that she lives in XXXX, TX and since my credit had hard pulls from Toledo Finance office in XXXX I automatically thought to give them a call once again but yet again they were threatening. I just continued to make my monthly payments, then on XX/XX/XXXX, I once again received a XXXX Credit Report alert that I had an additional hard inquiry on my credit from Toledo Finance, I contacted both the XXXX Toledo Finance office to speak with the Loan Specialist XXXX and the Toledo headquarters office to speak with the office manager XXXX. They both acted nonchalant as if they did not even care that I was calling to complain about this again because at this point my credit score had gone from a XXXX to a XXXX point. I requested to speak with the office manager 's supervisor but she refused to transfer me to anyone above her. I was given the phone number to the Toledo Finance District Supervisor XXXX XXXX which was even worse than the previous two Toledo Finance employees, not only was she threatening me, she was intimidating me and told me that what I was describing to her was a total lie. I also informed XXXX XXXX that I had recently had a XXXX because of all this stress and when I shared this with her, she began to ask me to repeat myself over and over again and louder and louder just to get me more agitated and tired when I spoke because I had informed her that I was just recuperating from my XXXX and was running out of breath but that I was still going to come in to make my XX/XX/XXXX payment but that I was going to make this payment for XXXX and XXXX late with the additional late fee of {$10.00} each. I informed XXXX XXXX that XXXX XXXX does hard inquiries on my credit every time that I do not answer her call even though I have already contacted XXXX XXXX at the XXXX office to inform her that I would be late with my payments for these XXXX months due to my sudden health condition at the time. They all do not care, they only attempted to intimidate me and threatened me. I did make my XXXX payment Online with the {$10.00} late fee. I received a call from XXXX XXXX today XX/XX/XXXX that I was set up to make my XX/XX/XXXX payment with also the {$10.00} late fee so, today my payment would have been {$190.00}, I called XXXX XXXX to advice that I will come in to make the payment this afternoon. While on the phone call, I also requested my pay off balance, I was given the total pay off balance of {$1600.00}. On or about XXXX in the afternoon, I went into the XXXX XXXX as promised to make my {$190.00} monthly payment with XXXX XXXX XXXX while I was there, XXXX XXXX informed me that I was not allowed to make my XX/XX/XXXX payment of {$190.00}, I asked why? she said because her supervisor XXXX XXXX in the XXXX instructed her not to take my XXXX payment unless I also made my XX/XX/XXXX which is not due until XX/XX/XXXX. In other words, they wanted me to make double the payment. I informed XXXX XXXX that this is illegal and that this is not true because I still have until Saturday, XX/XX/XXXX to make my XXXX Payment of {$180.00} and that they could not force me into making an additional payment of {$190.00} for the month of XX/XX/XXXX. XXXX XXXX then called her supervisor XXXX XXXX and informed her that I did not want to make the XX/XX/XXXX payment or double the payment, XXXX XXXX then requested that XXXX put me on the phone with her and told me that if I did not make the double payments today that XXXX XXXX was not allowed to take my XX/XX/XXXX payment of {$190.00} today XX/XX/XXXX. XXXX XXXX even pleaded with XXXX XXXX to not accept my payment at whatever cost she was not allowed to accept my XX/XX/XXXX payment. I informed both XXXX XXXX and XXXX XXXX that I was not obligated to make a double payment and I left the office. I then once again contacted the Toledo Finance headquarters and spoke again with the office manager " XXXX '', I explained to XXXX again the situation and the experience that I just had at the XXXX, TX office but she couldn't careless, she was once again nonchalant, attempted to intimidate me and threatened me and even tried to flip the script by making it seem as if I was the XXXX talking on the phone and being " disrespectful ''. I informed her that I was done playing games with you people and that these situations would be reported to the Department of Justice, the FTC and CFPB but she was just laughing as if I was some sort of XXXX, in other words just mocking me and making fun of me that I was even upset about the incidents. I also informed her that I wanted to submit an official complaint in writing but she refused to provide me with her e-mail or a Toledo Finance office e-mail and stated that Toledo Finance does not have an official complaint portal on their website that I can turn to submit my complaints. Since I could not make my payment at the office with Loan representative XXXX XXXX, I went ahead and paid my total loan pay off balance of {$1600.00} in full Online. Out of fear for me and my family safety due to intimidation and threats, I recorded all of my conversations with Toledo Finance employees. I have also printed a copy of the submission complaint reports for my records.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation