Consumer complaint received 2025-03-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Payday loan
Issue: Charged fees or interest you didn't expect — 
Company: DFC Global Corp.
State: HI

Complaint narrative:
So just to be clear, this isnt my first time getting a loan with Money Mart, Ive always cleared my loans and was never late. 
Okay, so I got a loan with them on XXXXand installment payments were due as follows, XX/XX/25 {$120.00}, XXXX XXXX XXXX XXXX XXXX XXXXXXXX, and XXXX XXXX. So everytime it comes close to the due date a person from Money Mart would call to remind me that my payment is coming up and theyll be withdrawing from my bank account and then a few days later the payment gets taken out of my bank account. So my first payment went through without any problems. So next payment due same thing Money Mart calls tells me payment due and so forth and so on. Not at anytime did they call to tell me about any problems. Next call from Money Mart about my payment due date approaching and theyll be withdrawing the money from my account and so on and so forth. Again, not at anytime was I notified that anything was wrong with my payments. Then next thing you know around sometime mid XXXX Im getting a call from their collections people and they charged me about {$100.00} in fees. Again, not knowing that there was any issue with my payments. No phone calls or anything from Money Mart prior to them sending me to collections. So I immediately called Money Mart store and the store on XXXX XXXX where I got my loan from said she was shorthanded and transferred me to the XXXX XXXX store and the manager there blamed it on my bank stating that they returned my payment and Money Mart couldnt provide me with a reason. So I called my bank and spoke with them extensively on XXXX different occasions and not once did they see any transactions from Money Mart on any of the dates I provided them and the bank made a very good point that had Money Mart attempted to process any payments and if payments were returned like the said I wouldve been charged fees by my bank, and my bank checked and double checked and nothing in their end. So I called Money Mart store and told them what my bank told me. At this time I spoke with XXXX When she repeated that bank account number they had on file for me it was the wrong bank account number. It was my old account number. I questioned why they still had it on file when the new account number was on the loan agreement and that my first payment went through fine. She could not give a straight answer and blamed me, my bank, and even their computers. I told them that they needed to take off the late fees and I would not be paying the full amount to them at one time because the agreement was installments. Of course again they tried to blame saying why didnt I check my account to see if the payment went through etc. I told them why would I need to do that because they call me all the time to tell me that theyre going to take out the payment and I say ok but not once were there any calls to tell me there was an issue. I think that they made mistake and tried to withdraw the money from my old account thats why it was returned. But they have never admitted this and collections keep calling me every week. Since this happened Ive already made 2 payments but the last one I noticed they charged me a {$90.00} late fees and only {$23.00} went towards my balance I mean XXXX the audacity of these people. Ive told them time and time again that I would make my payments according to my loan agreement and they were not to charge my any late fees as what happened was not my fault. And til this day they have not admitted to making any mistakes. Ive told their collections people on several occasions these past few weeks that I will make payments according to my pay dates. The collection person that called me today, XX/XX/25, actually had the nerve to say that I didnt make any payments and pardon my language I told her to XXXX off as I have the receipts that I went into the store to make payments and she had the nerve to tell me that it didnt show in their records and was telling me that I was lying?! I mean really, what an XXXX. I really hate these people and will never do business with them again and will definitely spread the word to anyone who asks me about them. So what it comes down to is that I feel like their trying to defraud me and extort extra money from me when this whole situation was their fault and their mistake.

Company response to consumer: Closed with explanation