Consumer complaint received 2024-05-26 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: TrueAccord Corp.
State: CA

Complaint narrative:
Customer Information Presented on Complaint XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Email : XXXX Response to Customer Complaint : Dear XXXX XXXX : You alleged that someone stole your phone and received XXXX payday loans from XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX ), you paid off XXXX loans and for the third loan, you could afford to pay however, you did not apply for it. You alleged the XXXX XXXX service has negatively impacted your credit rating. You requested for the XXXX to delete and cease its reporting for this XXXXyear-old debt from your credit report. You received XXXX loans and paid off XXXX. All three loans are the subject of your complaint. On XX/XX/XXXX, you electronically signed a loan agreement pursuant to the Electronic Signatures in Global and National Commerce Act ( E-Sign Act ) for {$200.00} ( amount financed ) and paid it off. On XX/XX/XXXX, you electronically signed a loan agreement pursuant to the Electronic Signatures in Global and National Commerce Act ( E-Sign Act ) for {$250.00} ( amount financed ) and paid it off. On XX/XX/XXXX, you electronically signed a loan agreement pursuant to the XXXX XXXX in Global and National Commerce Act ( E-Sign Act ) for {$250.00} ( amount financed ). Your loan agreement required you to make XXXX payments of {$73.00} by XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and a fourth payment of {$73.00} by XX/XX/XXXX. You did not make your first, second, third, or fourth payments on your loan. Your first payment failed twice due to it being Returned and Declined-Do Not Honor Card, and your second, third, and fourth payments failed due to them being Returned. Thus, the status of your loan is chargedoff_collections and you owe {$290.00}. As you are aware, your loans Servicing Rights was assigned to TrueAccord. You alleged that someone stole your phone and received XXXX payday loans from the Company, you paid off two loans and for the third loan, you could afford to pay however, you did not apply for it. Thus, you alleged identity theft for all of your loans. Your identity was verified through a set of Personally Identifiable Information ( PII ) that you provided during the application process. The information collected on your application included your full name, current address, SSN, DOB, state ID photo, and a live photograph ( selfie ) provided by you. In compliance with the Fair and Accurate Credit Transaction Act ( FACTA ) and the Companys customer identification program, the PII is checked and verified to protect both the Company and its customers from identity theft. The FACTA requires the Company to implement a program to help prevent, detect, and mitigate identity theft for its customers. You alleged that you are a victim of identity theft however, there is no evidence of fraud or identity theft for your loans that you received and XXXX that you paid off. Please note that the Company has an affirmative duty to prevent, detect, and mitigate identity theft for our customers. If a fraudulent loan was initiated under your name, then someone would need your email, bank login information, driver 's license, and the ability to provide a real-time in-app selfie to match your ID. We have the information that you input during your loan application process in our records. After an investigation, there is no indication of fraud or identity theft. The Companys records show that you corresponded with its customer service team several times between XXXX. On XX/XX/XXXX, you contacted the Company and stated your phone and wallet were stolen and you were a victim of identity theft and on that same date, our customer service representative ( CSR ) explained there was no indication of identity theft and requested you to complete a police report and Affidavit however, you did not respond. On XX/XX/XXXX, you contacted the Company and stated your phone was stolen and you were a victim of identity theft yet only for your third loan, which contradicts your allegation in this Complaint that all three loans were related to identity theft. Our XXXX explained there was no indication of identity theft and requested you to complete a police report and Affidavit. You did not respond and instead, filed this Complaint. Typically, a victim of identity theft does not knowingly pay for XXXX loans that they did not knowingly receive. Your allegation that you did not apply for your third loan and non-payment of it negatively impacted your credit rating is incorrect, is not based in fact and thus, has no merit. You knowingly received your XXXX loans, and chose not to pay off your third loan, and that has likely negatively impacted your credit rating. If you continue to believe you are a victim of identity theft, then please send a completed police report and a fully completed ( attached ) ID Theft Victims Complaint and Affidavit for us to further investigate this matter to XXXX. Please note the Affidavit requires you to provide proof of identity documentation listed in # XXXX. If the Companys investigation concludes that either account was opened as a result of ID theft, then it will cancel the loan ( XXXX ) and remove the account ( XXXX ) from your credit report. Under Section 609 ( e ) of the Fair Credit Reporting Act ( FCRA ), you have the right to request additional information regarding this account opening. If you would like to obtain additional information, then please provide the above information to XXXX. We encourage you to visit the Federal Trade Commission ( FTC ) Identity Theft website, identitytheft.gov, for additional information on how to report and/or recover from Identity Theft. Also, here is important information to assist you : XXXX XXXX XXXX  If you have additional questions or concerns, then please contact us directly at XXXX. If you would like to pay off your loan, then please contact at XXXX. Based on the above, XXXX can not delete and cease its reporting for your three-year-old debt from your credit report since as a furnisher under the Fair Credit Reporting Act, it must report payment information in a fair and accurate manner. Thank you

Company response to consumer: Closed with explanation