Consumer complaint received 2026-03-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Possible Financial Inc
State: FL

Complaint narrative:
I started with a new App called Possible who offered short term lending. I was approved for a {$50.00} loan to be paid back in installments of XXXX every XXXX weeks which included the finance cost of {$18.00}. So $ XXXX {$21.00} every XXXX weeks for a total of {$63.00}. Which i agreed to. This wasn't the issue. The issue came when I went to make my payment within their App. The app although recognizing me through logging in stated that I had no open loans and asked if I would like to apply for XXXX. Since I did not recognize that I already had a loan with them, it would not accept or even give me the ability to make my payment. I tried everything I could think of. Calling the company didn't work, it sent me to a recorded message that said there was high call volume and to call later and then just disconnected the call. It didn't matter how many times I called back, what day I called or time. The results were always the same. Disconnection and no assistance. I tried texting and got no reply. I tried XXXX XXXX in the app and could not get valid help to make my payment. And I email customer support which did respond eventually but kept giving me a generalized help answer which said I could change my payment date in the app. I didn't want to change my payment date. I wanted to make my payment. And since the app didn't recognize that I had a loan, not only could I not make the payment, I could not use their suggestion to change the payment date in the app for the loan it didn't show I had in the first place. I wrote them time and again informing them that I was trying to make my payments. And that the app would not show my loan or give me a way to make a payment and to please fix their app. Also I requested that since the app was not allowing me to make a payment to please inform me of any alternate means to make my payment. Perhaps via an online platform rather then the non working app or via a payment by phone with a representative as I wanted to get them the money I owed as soon as possible. I tried and tried for months. I finally got a response from a person that gave me other options to fix the glitch in the app rather then the constant change your payment date in the app I usually got. I followed all the suggestions to no avail and asked why since I obviously wanted to make my payment, couldn't they give me an alternate way to do so aside from the broken app which was hurting me by not allowing me to make my payments and not even showing that I had a loan. I believe the original loan was taken out in XXXX. I emailed them over and over to help me get my payment to them. But I was given no other choice than to pay it in the app that was obviously not working correctly. I also retired to connect with them via any other means I could think of including their phone number which still only disconnected the call. This was hurting my credit. Finally upon checking the app like I did regularly incase of it being fixed, XXXX day about XXXX or more months later it finally showed I had a loan with them and made a payment and again XXXX weeks later as agreed and upon making my XXXX payment was informed that my loan was past due and was being labeled as a charge off. A charge off? For what I thought. I just finished paying the full {$63.00} I owed.! And had the app worked or if customer assistance would have assisted me, it would have been paid back well before that time frame. But they didn't and I couldn't. Now, they have the loan on my credit report as late payments leading to a charge off and until recently and only after complaining to XXXX credit agencies did they acknowledge the complete amount being paid but still I says after charge off which I desperately tried to pay many many times beforehand and was met with no assistance or ability to do so. So due to their lack of help in the matter I'm stuck with this charge off for the next XXXX years on my credit when this shouldn't have happened if I had gotten proper assistance in the first place and given someway to pay other than their broken app. I still have the emails to prove i begged them for assistance to get my payment made from day XXXX onwards. I dont know how to send the emails I have submitted to this company via this form but I have them available.

Company response to consumer: Closed with explanation