Consumer complaint received 2025-08-06 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Duvera Billing Services, LLC
State: TX

Complaint narrative:
I am submitting this third CFPB complaint against EasyPay Finance / Duvera Billing Services LLC due to unresolved deceptive conduct, obstruction of dispute resolution, and retaliatory behavior. Despite my multiple written demands, formal complaints, and a clearly stated resolution deadline of XX/XX/year>, the company has failed to refund me for a fraudulent lease agreement that should have been disclosed and structured as a credit-based product. 

Full Background : I was enrolled in what was presented to me as a payment plan but later realized was falsely structured as a lease-to-own product. I have made XXXX payments of {$160.00}, totaling {$5300.00}. The terms and nature of the contract were not adequately disclosed at the time of signing, and I was never provided a physical or electronic copy at the outset, in violation of XXXX XXXX XXXX XXXX and standard consumer credit practices. 

More than XXXX months after the initial payments began, the payment label suddenly changed from XXXX XXXX XXXX XXXX XXXX to XXXX XXXX XXXX without notice, explanation, or documentation. This is a deceptive tactic designed to obscure the financial institution handling the funds. 

When I began requesting a refund and disputing the legitimacy of the lease structure, I was offered a 30 % refund, which I rejected. After I filed my first CFPB complaint, the company closed my account as paid in full, but refused to issue any refund or provide a response to my detailed objections. This closure appeared retaliatory and was used to silence my claim not to resolve it. 

I issued a final resolution demand via email and phone with a clear deadline of XX/XX/year> for the following : Full refund of {$5300.00} Written confirmation of {$0.00} account balance Explanation of why the product was structured as a lease Disclosure of a physical mailing address for legal service Contact info for legal or compliance staff Acknowledgment that no further collection attempts would be made Full written response to all previously submitted questions and objections What happened on deadline day ( XX/XX/year> ) : I called the company and asked a clear, simple question : Will you comply with the resolution deadline? 

The representative refused to answer, instead repeatedly asked if I was recording the call. I explained I reside in XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX The rep falsely claimed none of our representatives allow that, despite the fact I have recordings of multiple agents and supervisors previously speaking with me without objection. He placed me on hold multiple times and then disconnected the call without resolving anything. 

This representative is not the first to hang up once recording is mentioned. This pattern of obstruction is part of their coordinated effort to evade dispute resolution. 

Refusal to Provide Legal Address : When I requested a physical mailing address for legal service, I was told they could only provide a XXXX XXXX XXXX XXXXXXXX. I explicitly stated the need was for legal correspondence. They refused to confirm or acknowledge any known address in XXXXXXXX XXXX  ( despite that being connected to their payment processor ). This constitutes obstruction of legal rights.

Collection Attempts and Account Closure : Despite my refund dispute, the company closed my account as paid in full and would not confirm in writing that no further collection attempts would be made. This was clearly a retaliatory move following my first CFPB complaint and did not include any resolution, refund, or explanation. 



Laws and Protections Violated : 12 U.S.C. 5531 ( UDAAP ) unfair, deceptive, and abusive acts or practices XXXX  XXXX XXXX XXXX XXXX XXXX ( XXXX  ) deceptive trade practices XXXX XXXX XXXX XXXX failure to provide copy of credit/lease agreement Truth in Lending Act ( TILA ) misclassification of credit product as a lease FTC Act Section 5 deceptive business practices Retaliation after protected consumer complaint Obstruction of legal service and dispute resolution Changing account/billing name mid-term without notice Misleading and inconsistent statements by phone representatives

Company response to consumer: Closed with explanation