Consumer complaint received 2025-10-24 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: PatientFi, Inc.
State: NY

Complaint narrative:
On XX/XX/XXXX, I called PatientFi customer service because I received an email with an account balance that looked inaccurate to me. When I reviewed my account, I saw that my account been accruing interest, which was concerning to me because in XXXX of XXXX I had called PatientFi to clarify the monthly amount I needed to pay in order to pay off the loan by the time that a 0 % APR offer would expire ; and set up a recurring payment to ensure that I met the cutoff. 

On the XX/XX/XXXX call, I spoke first an agent and then to a supervisor, XXXX, about my concerns. The first agent informed me that the agent had informed me I would need to pay {$120.00} per month to meet the 0 % APR cutoff. I said no, the agent must have informed me that {$120.00} was sufficient because I set the monthly amount at {$120.00}, and would have easily set it at {$120.00} if that was the amount told to me. The {$1.00} differential struck me as odd and concerning. XXXX then informed me that, in fact, the issue was that {$120.00} was an accurate figure if the initial payment had been {$120.00} ( I had initially payed {$59.00} because the company had recommended that as a monthly payment, but then I realized {$59.00} would not cover the full amount by the 0 % APR over the pay periods. This is why I called in XX/XX/XXXX ). I told XXXX that my intention in the XXXX call had been very clear - settle on a monthly amount for payments moving forward that would avoid interest ( as I could not, of course go back and alter an existing payment ). This means the agent provided me information that was inaccurate relative to my stated objective. XXXX agreed to review the recording of the agent call from XX/XX/XXXX. I asked if I could also have access to the recording and she informed me that I could only listen to the call if I had a court order. 

I then informed XXXX that I did not want to accrue anymore interest on the account, and asked whether I should pay off the whole amount that day ( ~ {$400.00} ), or whether I should pay the principal ( ~ {$45.00} ). XXXX informed me that if I paid the principal amount that day, the remaining amount would just be existing interest and would not accrue additional interest. I made the payment while on the phone and XXXX confirmed that the principal amount had been received an no interest would accrue. XXXX and I set a time that she would call me back the next day, XX/XX/XXXX, before XXXX est. 

I did not receive a call from XXXX on XX/XX/XXXX. Around XXXX, I called Patientfi . A different agent told me that, according to call notes, XXXX attempted to call me and left a message that morning. I informed the agent that I had no missed calls, and no voicemail, from XXXX or any number related to Patientfi. I confirmed with the agent that the number XXXX reported using matched my cell phone number. The agent told me the according to call notes, the XX/XX/XXXX call was archived and XXXX would call me again when she had received and reviewed the recording. I asked for an estimated timeline and the agent said she could not provide one. 

I called back on the afternoon of Friday, XX/XX/XXXX, to check if XXXX had made any attempt to contact me. The agent said she had not. I also asked the agent to confirm that the principal on my account had been covered by my payment on Wednesday XX/XX/XXXX and that my account was no longer accruing interest. She informed me no, the payment had been applied to my interest, and the principal amount was in fact still accruing interest. I told her that this contracted what XXXX had told me on Wednesday. The agent put me in touch with a XXXX, agent # XXXX ( after XXXX minutes of waiting on hold ). 

XXXX told me that if the returned call review as " in my favor '' the {$45.00} payment would apply to my principal. I clarified with her that XXXX had told me explicitly on Wednesday that the payment would apply to my principal, and that this was unrelated to the XXXX call ( indeed, XXXX never said anything about the {$45.00} payment applying to my principal being contingent upon the XXXX call review ). I expressed my concern that I received inaccurate information on Wednesday XX/XX/XXXX. XXXX expressed sympathy but said there was nothing she, nor anyone, could do to address that issue, other than to submit a ticket ( # XXXX ). 

I decided to pay the remaining interest on the payment ( {$390.00} ) to avoid accruing additional interest, so as of today, XX/XX/XXXX, the account has a balance of XXXX. On our call, XXXX confirmed that paying that exact amount on this day would zero out the account. I expressed that I was remiss to pay while my concerns were still unresolved, but ultimately decided that pursuing reimbursement would be a safer option for me, given the inaccurate information and inconsistent communication to date. I was very nervous that I would not hear back from Patientfi and that interest would continue to accrue. Moreover, they never provided even an estimated timeline for the call review from XXXX.

Company response to consumer: Closed with monetary relief