Consumer complaint received 2025-07-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Garrison Investment Group
State: WV

Complaint narrative:
Complaint 1 : Refusal to Fund Loan Based on Customer Dissatisfaction Nature of Complaint Complainant files this formal complaint against XXXX XXXX XXXX ( " XXXX  '' ), located at XXXX XXXX XXXX, XXXX XXXX, XXXX, WI, for unfair and potentially deceptive practices in refusing to fund a consumer loan under the terms of our Master Dealer Agreement ( " Agreement '' ), signed on XX/XX/year>. XXXX 's refusal to fund the loan, despite documented evidence of project completion and consumer satisfaction, violates the Agreement and harms both our business and the consumer. 

Background Under the Agreement, XXXX purchases retail installment contracts ( " Contracts '' ) from Complainant for consumer purchases of home improvement products and services. Section 5 of the Agreement states that XXXX 's purchase of Contracts is subject to a customer verification call to confirm " customer information details, finance terms, and contract satisfaction with the Purchase and Financing experience. '' However, the Agreement does not mandate that the consumer explicitly state satisfaction with the work as a condition for funding, nor does it allow XXXX to withhold funding based on disputes outside the scope of our work. 

On XX/XX/year>, XXXX refused to fund a loan for a consumer, citing the consumer 's alleged dissatisfaction with the work performed. This refusal occurred despite our submission of a signed completion form from the consumer and an email confirming their satisfaction with our services. Additionally, the consumer 's dissatisfaction relates to damage caused by the homeowner and potentially another contractor, which is explicitly outside our scope of work as defined in the project contract. In addition the customer called on XXXX/XXXX/205 stating their satisfaction and requested funding of the loan which XXXX refuse. 

Details of the Issue Breach of Agreement Terms : XXXX 's refusal to fund the loan based on the consumer 's alleged dissatisfaction exceeds the scope of the customer verification call outlined in Section 5. The Agreement requires verification of customer information, finance terms, and general satisfaction with the financing experience, not an evaluation of unrelated disputes. The signed completion form and email evidence demonstrate that our obligations under the Contract were fulfilled, and XXXX 's decision to withhold funding is arbitrary and unsupported by the Agreement. 
Unfair Business Practice : XXXX 's actions impose an unreasonable and undisclosed condition for funding, effectively penalizing Complainant for issues beyond our control. The consumer 's dissatisfaction stems from damage caused by the homeowner and potentially another contractor, which is not our responsibility. By refusing to fund the loan, XXXX disrupts our cash flow and undermines our ability to serve customers, potentially constituting an unfair practice under CFPB regulations. 
Harm to Consumer and Business : XXXX 's refusal to fund the loan delays the consumer 's access to financing, potentially causing financial strain. For Complainant, this decision results in lost revenue and reputational harm, as we are unable to complete the transaction despite fulfilling our contractual obligations. 

Supporting Evidence Signed Completion Form : Demonstrates the consumer 's acknowledgment of project completion.

Email from Consumer : Confirms satisfaction with XXXX XXXX XXXXXXXX XXXX XXXX XXXX 
Project Contract : Defines the scope of work, excluding the damage caused by the homeowner or another contractor. 
Master Dealer Agreement : Outlines XXXX 's obligations to fund Contracts upon verification, without mandating consumer satisfaction with unrelated issues. 

Complaint 2 : Deceptive and Unfair Business Practices Subject : Formal Complaint Against XXXX XXXX XXXX, XXXX for Deceptive and Unfair Business Practices I am filing a formal complaint against XXXX XXXX XXXX, XXXX ( XXXX ), located at XXXX XXXX XXXX, XXXX XXXX, XXXX, WI XXXX, for engaging in deceptive and unfair business practices that have caused significant financial and reputational harm to my business, XXXX XXXX XXXX XXXX, a home improvement contractor. 

On XX/XX/year>, XXXX approved financing for a customer for a home improvement project. The customer signed a loan application, which states : " By signing this application, you promise that all information is true, accurate, and complete. You intend for us to rely upon this information in deciding whether to extend credit to you. '' Relying on XXXX  approval, I completed the project. However, after completion, XXXX disapproved the loan, citing a dispute over the income amount listed on the customers signed application. They refused to pay out the loan, leaving me uncompensated for work performed. 

XXXX  actions extend beyond this incident and constitute a pattern of deceptive practices, including : False Accusations : XXXX accused me of forging documentation without evidence, damaging my professional integrity. 
Unethical Requests : On [ insert date ], XXXX asked me to backdate a loan application, which I refused, as it violates ethical and legal standards. 
Broken Promises : XXXX repeatedly promised funding on [ insert dates ] but failed to deliver, causing delays and financial strain. 
Post-Completion Disapproval : Despite initial approval, XXXX disapproved the loan after work was completed, contradicting their earlier commitment. 
Reputational Harm : XXXX  actions led to disputes with the customer, who blamed me for the funding issues, damaging my reputation in the community. 
Arbitrary Stipulations : After providing initial funding stipulations, XXXX continually added new requirements making it impossible to meet their shifting criteria. 

I assert that XXXX  refusal to fund based on the customers income dispute is an issue between XXXX and the customer, not me. As a XXXX, I relied on XXXX  approval and the signed application, which the customer affirmed as accurate. XXXX  practices have caused me a financial loss of [ insert amount ] and harmed my business reputation. 
I attempted to resolve this issue with XXXX by contacting their customer service at XXXX on multiple occasions, but they provided no resolution and continued to impose new stipulations. I believe XXXX  actions violate the Consumer Financial Protection Act by engaging in deceptive and unfair practices, including misrepresenting loan approvals, making baseless accusations, and failing to honor XXXX agreements. 

Supporting Evidence Attached are supporting documents, including : The customers signed loan application. 
FFCs initial approval notice and subsequent disapproval communication. 
My contractor agreement with XXXX. 
Communications showing XXXX  accusations, backdating request, and new stipulations. 
Invoices for the completed work. 
Evidence of customer complaints impacting my reputation. 

Conclusion Complainant submits both complaints to highlight the breadth of FFCs unfair and deceptive practices, including arbitrary loan funding refusals and unethical conduct. We urge the CFPB to investigate these matters thoroughly and provide relief for the financial and reputational harm caused. All supporting documentation is available upon request.

Company response to consumer: Closed with explanation