Consumer complaint received 2025-11-26 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: CNG FINANCIAL CORPORATION
State: SC

Complaint narrative:
I am filing a complaint regarding my installment loan with XXXX XXXX XXXX ( XXXX # XXXX ). There are multiple issues involving incorrect payoff calculations, undisclosed interest charges, and conflicting explanations from customer service versus the in-store staff. 

XXXX. Payoff amounts are not matching my payments My biweekly payment is {$300.00}. 
On XX/XX/XXXX, payoff was {$2100.00} After my payment, payoff on XX/XX/XXXX became {$1900.00} The payoff only dropped {$260.00}, not {$300.00} {$41.00} is unaccounted for Then : On XX/XX/XXXX, payoff was {$1900.00} After another payment, payoff on XX/XX/XXXX was {$1800.00} The payoff only dropped {$95.00} {$200.00} from my payment is unaccounted for These discrepancies can not be explained by normal daily interest. The numbers do not follow any consistent, legal, or transparent amortization pattern. 

XXXX. My due date was changed, but I was not given any disclosure about increased interest XXXX XXXX XXXX changed my payment due date. 

When a lender modifies a due date, they are required to disclose : the new finance charge any additional interest any fees how the change affects the payoff updated Truth in Lending disclosures None of this was provided to me verbally or in writing. 

3. Staff gave me XXXX different explanations for the changes When I called customer service, they told me : Your payoff is higher because of daily interest. 

But when I went in-store to pick up my paperwork, they told me : Its because your pay date changed. 

These XXXX explanations contradict each other. 

If interest increased because of extra days added, that should have been disclosed. 
If the date change alone caused recalculated interest, that also should have been disclosed. 

I received no disclosure at all. I also was in the negative on XXXX which ended up balancing out XXXX days later due from this change and told on the phone it showed the XXXX and not the XXXX on their end. On my end it showed the XXXX as I kept trying to explain that over the phone. 

XXXX. No written explanation for how the due-date change affected my loan I have not received : updated Truth in Lending documents a revised payment schedule a recalculated amortization schedule an itemized breakdown of payments proof of how additional interest was calculated a written statement explaining the payoff discrepancies I was simply given verbal explanations that contradict each other. 

XXXX. I am requesting CFPB assistance to ensure accuracy and compliance I am asking the CFPB to require XXXX XXXX XXXX to provide : 1. A full breakdown of how each payment was applied ( principal, interest, fees ) 2. An itemized interest calculation showing exactly how many extra days were charged 3. A clear written explanation of the due-date change and why no disclosures were provided 4. A corrected payoff if errors are found 5. Copies of all disclosures I should have received when the due date changed 6. A complete transaction history from the origination date to today

Company response to consumer: Closed with explanation