Consumer complaint received 2021-11-03 00:00:00
Product: Payday loan, title loan, or personal loan — Payday loan
Issue: Can't contact lender or servicer — 
Company: ENOVA INTERNATIONAL, INC.
State: VA

Complaint narrative:
Dear All, Since Monday, XX/XX/XXXX, I have called several times to speak with someone at NetCredit regarding changing the due date to my upcoming payment due on Friday, XX/XX/XXXX. Their automated phone system does not have an option to speak with a customer rep. On XX/XX/XXXX, I was able to chose an option to speak with a rep, but no one answered, after being on hold for over 10-minutes. I called back and once again there is no option to speak with a rep. The only option is to reset the passcode to my account to update my personal or banking information. 

On Monday, XX/XX/XXXX, I sent an email and have sent a follow-up every day since, and have only an automated message that someone would get back to me shortly. It's now Wednesday, XX/XX/XXXX, and I haven't heard from the company. 

On Tuesday, I sent a direct message to the company via XXXX and was told someone would call me, " Thank you for messaging us. We try our best to respond quickly and efficiently to all our customers ' questions but sometimes we expereind3 a high volume of calls and emails. We appreciate your patience and aim to answer your question as soon as we can! If you matter hasn't been resolved please provide me with your customer account number and a good contact number? We will have an associate to contact you. '' I provided my mobile number and account number. Twenty-four hours later, and I haven't not gotten a call from NetCredit and the automated phone is still inactive. 

On Wednesday, XX/XX/XXXX, I sent another direct message via XXXX information that I was not reporting this matter to my state Attorney General. Here was their response : " Thanks for messaging. I have forwarded your information to a representative to contact you. '' I am not hopeful that I will receive a call. 

I have insufficient funds in my bank account and now the payment will bounce and I will incur a fee. Making matters worse, I attempted to change the payment date from XX/XX/XXXX to XX/XX/XXXX ; as their automated phone system said I could ; but all it did was setup another payment, which I can not cancel via their online system. Thus, another payment is going to bounce in my bank account. 

Simply put, all I have been trying to do is contact a rep to reschedule my XX/XX/XXXX payment to another day. When I spoke to a rep in XX/XX/XXXX, I was informed that I would have to call every month 2-days prior to my scheduled payment if I needed to change the payment date. I am in compliance with their rules. Why is their phone not working? Why has no one responded to my email correspondence? 

In addition, I have been paying on this {$4900.00} loan since XX/XX/XXXX, paying an average of {$410.00} a month ; and it says I have to make payments until XX/XX/XXXX. I have noticed that my balance as been around {$7500.00} for two years now. I have given them {$7300.00} thus far. 

At this point, I think I have met the terms of the contract and have paid the loan balance in full. They clearly are not applying any of my payments to the loan balance, but only to the interest rate. 

I need assistance with ending this contract immediately. I am aware that the Virginia Attorney General recently file and won a case against NetCredit, and I wonder if qualify for the settlement arrangement determined by the court.

Company response to consumer: Closed with explanation