Consumer complaint received 2025-04-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with the payoff process at the end of the loan — 
Company: 2288984 Ontario Inc.
State: HI

Complaint narrative:
I am writing to address an ongoing issue regarding my line of credit, account number # XXXX which has caused significant confusion and financial inconvenience. Below are the details of the issue : XX/XX/scrub> 2025 Payment : On XX/XX/year>2025, I made a payment of {$1000.00} to satisfy my line of credit. According to the email I received on XX/XX/year>2025, the payment was applied to my account ( proof in attachment ). 

Double Charge : On XX/XX/year>2025, I checked my bank account and was astonished to see that I was charged twice for the same payment, each in the amount of {$1000.00} ( proof in attachment ). This resulted in returned payment fees and overdraft charges. 

XXXX XXXX Response : I immediately contacted MoneyKey, and I was informed that there was a glitch in their system and that I would be refunded the double charge. They assured me they would follow up with a call, but no call was received. After contacting XXXX again, I was told that I needed verification from my bank regarding the double charge. I provided this verification twice, on separate occasions. 

Dispute Process and Refund : I filed a dispute with the XXXX XXXX XXXXXXXX  for the additional {$1000.00} charge, and the bank issued a refund ( proof in attachment ). However, this led to my account with XXXX XXXX becoming delinquent, as the refund was applied instead of the original {$1000.00} payment. 

Attempt to Resolve Delinquency : In an effort to protect my credit, I paid an additional {$25.00}. When I called XXXX  to inquire about the original {$1000.00} payment, they claimed they did not see the double payment, only the refund, which caused my account to become delinquent. This was baffling because on XX/XX/XXXX, I received an email stating that both payments were issued on my line of credit ( Proof in Attachment ) in the amount of {$2100.00} and now my account was delinquent and they are demanding money to satisfy the account. 

Resolution with XXXX XXXX XXXX  : I then coordinated a three-way call with the XXXX XXXX XXXX and XXXX XXXX XXXX XXXX  confirmed that the credit memo for the dispute had satisfied the extra payment, and we all agreed on this. I then made an additional payment of {$1000.00} plus the {$25.00} to bring the account current. 

New Issue : On XX/XX/year>2025, I received a letter from the XXXX XXXX XXXX ( proof in attachment ) stating that since the dispute was satisfied and XXXXXXXX returned the {$1000.00}, they would debit my account for the credit in the amount of {$1000.00}. 

This leaves me in the situation where : I never received proper application of my initial {$1000.00} payment to my account. 

I have made multiple payments to resolve the issue, totaling {$1000.00} plus {$25.00} to prevent delinquency. 

My account is now showing delinquent status despite the overpayment, and I am now being debited again by the XXXX XXXX XXXX for the {$1000.00}. 

Request to Close the Account : As a result of the repeated issues and confusion, I have already paid the delinquent amount and, after speaking with XXXX have requested for the account to be closed. 

What I am requesting : A refund of the {$1000.00} ( the {$1000.00} plus the {$25.00} ), which was paid in error to resolve the delinquency, as the initial {$1000.00} should have satisfied the account. 

Correct application of the initial {$1000.00} payment to my account to fully satisfy the balance, as originally intended. 

Confirmation that my account has been closed as per my request. 

I kindly ask for a prompt resolution to this issue and a full refund of the {$1000.00}, as well as the proper application of the {$1000.00} payment to my account. Please confirm when this will be addressed. 

Thank you for your immediate attention to this matter. 

Sincerely,

Company response to consumer: Closed with explanation