Consumer complaint received 2025-09-15 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: MPOWER Financing, Public Benefit Corporation
State: MA

Complaint narrative:
# Consumer Financial Protection Bureau ( CFPB ) Formal Complaint * * Complainant Information : * * - Name : XXXX XXXX - Company : MPOWER Financing - Complaint Type : Breach of Written Commitment, Refusal to Honor Contract Obligations - Amount in Dispute : {$780.00} - Complaint Date : XX/XX/XXXX -- -- - # # Complaint Overview I am filing a formal complaint with the CFPB against MPOWER Financing for violating a written commitment made by their authorized representative, refusing to refund {$780.00} in overcharges resulting from their breach, and demonstrating systematic service failures and responsibility deflection throughout this process. 

* * Core Breach Facts : * * - XXXX representative made written commitment for {$100.00} payment - Actual charge was {$880.00}, resulting in {$780.00} overcharge - Company refuses to acknowledge error or provide any remedy -- -- - # # Detailed Complaint # # # Phase 1 : Initial Service Failure and Internal Management Chaos * * Timeline : * * Late XXXX - Early XX/XX/XXXX * * First Advisors Service Negligence : * * 1. * * False Promise : * * The first XXXX advisor explicitly promised that my CBPO ( Credit Building Payment Option ) application would be processed and confirmed within 7 business days 1. * * Complete Default : * * After the promised deadline passed, this advisor provided absolutely no updates, responses, or explanations 1. * * Forcing Customer Follow-up : * * I was forced to proactively send follow-up emails inquiring about my application status - this should not be the customers responsibility 1. * * Internal Buck-Passing : * * My case was subsequently transferred to another advisor, XXXX XXXX , without any explanation or apology * * Impact on Customer : * * - Due to MPOWERs internal delays, my CBPO application processing was pushed past the payment due date - This caused the system to charge the original loan amount instead of the CBPO reduced amount - Customer bore the full consequences of MPOWERs internal management failures # # # Phase 2 : New Advisors Clear Written Commitment * * Key Evidence A : XX/XX/XXXX Email * * - * * From : * * XXXX XXXX, Associate Collections Analyst, MPOWER Financing - * * Email : * * XXXX - * * Time : * * XX/XX/XXXX, XXXXXXXX XXXX  EDT - * * Critical Commitment Content : * * > Can you make a * * {$100.00} payment * * on your due date ( XX/XX/XXXX )? If yes, I do have an option for you. It is called XXXX. 

* * Legal Analysis : * * - This is a clear, specific written commitment made by MPOWERs authorized representative to the customer - The commitment content is unambiguous : customers payment on XX/XX/XXXX would be {$100.00} - This constitutes a written modification to the original loan contract with full legal binding force - Customer had reasonable right to rely on this commitment for personal financial planning * * Key Evidence B : XX/XX/XXXX Email * * - * * From : * * XXXX XXXX, MPOWER Financing - * * Time : * * XX/XX/XXXX, XXXX EDT - * * Contradictory Content : * * > If approved, a borrowers monthly required payment will be reduced to * * {$25.00} for a 3 month period * * XXXX XXXX Kindly ensure that the recurring payment amount is updated to * * {$25.00} for each loan * * * * Critical Issues : * * 1. * * Internal Contradiction : * * XXXX promised {$100.00}, XXXX changed to {$25.00}, showing MPOWERs internal confusion about their own policies 1. * * Responsibility Shifting : * * Required customer to ensure updating recurring payment amount but provided no specific operational guidance 1. * * No Approval Confirmation : * * Failed to send any formal CBPO approval documentation # # # Phase 3 : System Breach and Economic Damage * * Breach Occurrence : * * - * * Date : * * XX/XX/XXXX - * * Promised Amount : * * {$100.00} ( based on clear XXXX email commitment ) - * * Actual Charge : * * {$880.00} - * * Customer Loss : * * {$780.00} overcharge * * Nature of Breach : * * - Direct violation of MPOWER representatives written commitment - Company system completely ignored advisor commitment and customer CBPO application - Caused significant and unnecessary financial burden to customer # # # Phase 4 : Companys Systematic Responsibility Deflection * * Evidence C : XX/XX/XXXX - Acknowledging Problem While Avoiding Responsibility * * XXXX XXXX acknowledged need to adjust payment to {$25.00} but completely avoided addressing how to handle XXXX overcharge issue. 

* * Evidence D : XX/XX/XXXX Morning - False Excuses * * > the recurring payment amount must be updated manually, regardless of whether the plan has been applied or not * * Why This is a False Excuse : * * 1. * * Contradicts Customers Past Experience : * * I have successfully applied for XXXX XXXX before and never needed to manually update any payment settings 1. * * Never Provided Operational Guidance : * * If manual operation was truly required, why did no one provide specific steps?

1. * * Responsibility Shifting Strategy : * * Attempting to blame customer for company system and process issues * * Evidence E : XX/XX/XXXX - Topic Deflection Strategy * * When I directly questioned the XXXX {$100.00} commitment, XXXX XXXX deliberately deflected to the XXXX {$25.00} suggestion, completely avoiding responsibility for his written commitment. 

* * Evidence F : XX/XX/XXXX XXXX XXXX  - Final Refusal * * > Unfortunately, a refund is not possible, as the XXXX payment has already been posted toward your loan repayment -- -- - # # Reasonable Expectations Based on Past Transaction History # # # Customers Previous CBPO Experience Proves MPOWERs Excuses are False * * My Past Experience : * * 1. * * Successful Application Record : * * I have previously successfully applied for and used MPOWERs CBPO service 1. * * Automatic Processing : * * System automatically adjusted my payments to CBPO amount ( {$25.00} ) without any manual operations required 1. * * No Formal Approval Documents : * * Never received any formal approval emails, but system correctly executed CBPO terms 1. * * No Customer Operation Requirements : * * Throughout the entire process, no MPOWER staff ever required me to manually update payment settings * * Legal Significance : * * - Establishes Course of Dealing between MPOWER and myself- I had reasonable grounds to expect the same service standards and processing methods- Proves current requirement for manual updates is an excuse fabricated by MPOWER to deflect responsibility - Shows MPOWER has the capability to correctly handle CBPO but chose not to fulfill commitments in this case -- -- - # # MPOWERs Systematic Unlawful Conduct # # # 1. Breach of Written Commitment ( Contract Breach ) - * * Specific Breach : * * Clear commitment to {$100.00} payment, actual charge {$880.00} - * * Legal Consequence : * * Violation of contract modification terms, constituting breach - * * Customer Damage : * * {$780.00} direct economic loss # # # 2. Unfair Business Practices- * * Inconsistent Service Standards : * * Applying different processing standards to the same customer - * * Responsibility Shifting : * * Blaming customer for company internal problems - * * Refusal of Remedy : * * Knowing the error but refusing to provide any corrective measures # # # 3. Misleading Communications - * * Internal Contradictions : * * Inconsistent explanations about payment amounts- * * False Excuses : * * False claims about manual update requirements- * * Information Concealment : * * Not providing clear operational guidance or approval confirmations # # # 4. Customer Service Negligence - * * Unfulfilled Promises : * * Multiple violations of processing time commitments- * * Internal Management Chaos : * * Processing delays caused by case transfers- * * Communication Refusal : * * Avoiding customers direct questions and reasonable requests -- -- - # # Impact on Consumer Rights # # # Individual Impact - * * Direct Economic Loss : * * {$780.00} overcharge - * * Financial Planning Disruption : * * Financial arrangements made based on {$100.00} commitment were disrupted - * * Credit Concerns : * * Worry that overcharge might affect other financial obligations - * * Time and Energy Consumption : * * Forced to spend significant time addressing MPOWERs breach # # # Potential Impact on Other Consumers - * * Commitment Credibility : * * If loan companies can arbitrarily violate written commitments, how can consumers trust their communications?

- * * Service Standard Uncertainty : * * Same company applying different standards to same service creates consumer unpredictability - * * Responsibility Deflection Pattern : * * Blaming customers for company system issues could become a harmful industry trend -- -- - # # Actions Requested from CFPB # # # 1. Immediate Relief Measures- * * Order MPOWER to Refund {$780.00} Overcharge : * * This is a reasonable request based on their representatives written commitment - * * Time Limit : * * Require completion of refund within 5 business days after CFPB intervention - * * Refund Method : * * Direct return to customers bank account or credit toward future payments # # # 2. Systematic Improvement Requirements- * * Internal Process Review : * * Require MPOWER to review and improve their CBPO application processing procedures- * * Staff Training : * * Ensure staff understand the legal binding nature of written commitments - * * Customer Communication Standardization : * * Establish consistent customer communication and service standards # # # 3. Regulatory Measures - * * Compliance Check : * * Examine whether MPOWER has other similar breach behaviors- * * Consumer Protection : * * Ensure other borrowers do not encounter similar problems - * * Industry Warning : * * Issue guidance to other lending institutions about the importance of honoring written commitments -- -- - # # Supporting Documents I can provide the following complete evidence to CFPB : 1. * * Complete Email Chain : * * Including all relevant communication records 1. * * Bank Charge Records : * * Showing actual {$880.00} charge 1. * * Previous CBPO Success Records : * * Proving MPOWER has capability to correctly handle such applications 1. * * Timeline Documentation : * * Detailed record of entire incident progression -- -- - # # Conclusion This is not a complex technical issue or customer misunderstanding. This is a straightforward contract breach case : * * Indisputable Facts : * * 1. MPOWER representative XXXX XXXX made written commitment on XX/XX/XXXX for customer to pay {$100.00} 1. MPOWER system actually charged {$880.00} on XX/XX/XXXX 1. MPOWER refuses to acknowledge error or provide any remedy 1. Customer suffered {$780.00} direct economic loss * * Legal Principles : * * - Companies must fulfill written commitments made by their authorized representatives - Internal system or process issues can not serve as excuses for breach - Consumers have the right to rely on written communications from financial institutions I respectfully request CFPB to intervene in this case, require MPOWER Financing to immediately fulfill its written commitment, refund the {$780.00} overcharge, and take measures to prevent similar breach behaviors from recurring.

The integrity and credibility of financial institutions are the cornerstone of the entire financial system. If companies are allowed to arbitrarily violate their written commitments without consequences, it will seriously damage consumer trust in financial services and encourage more irresponsible business practices.

* * Request for Urgent Processing * * as this case involves clear written commitment breach and direct economic damage. 

-- -- - * * Complainant : * * XXXX XXXX * * Date : * * XX/XX/XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief