Consumer complaint received 2017-08-07 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Big Picture Loans, LLC
State: VA

Complaint narrative:
On X/X/2017 I called BPL to make payment arranges on a missed payment. We settled to make two payments ; both in the amounts of {$270.00}. When I called on XX/XX/XXXX they advised since it was the day before a holiday that the payment would process the next day. X/X/2017, XX/XX/XXXX payment which was the normal payment processed through my bank account but the first payment never processed. I contacted BPL on X/XX/17 to inquire on the missing payment. They did not understand why the payment was missing but assured me that it did process. They promised to call me back on Wed to ensure it processed. On X/XX/2017 the payment finally cleared my bank account. I never heard from the supervisor that promised to call me back on Wed. I filed a complaint with the BBB as I was frustrated with their systems that took payments. I received a very bogus response about me signing the contract, etc. Again, that was not my complaint. I agreed to the T & C of the loan. What I had concern with is I made good faith efforts to give them money and they struggled to process my requests. I contacted BPL on X/XX/17 to settle my debts with two payments : XXXX on X/XX/17 and XXXX on X/XX/17. I received an email from BPL stating somehow their rep did not process my payment correctly and they automatically fixed this so the dates were X/XX/17 and X/XX/17. This was not acceptable. I called on X/XX/17 to explain that I was not satisfied with this response and I wanted the XXXX processed immediately and the XXXX processed on XX/XX/XXXX. They agreed. I called on X/XX/217 as the payment still had not completed through my account. While It was a Sat, it should not take 4 days for a check to process. They have taken my money previously with no issues. When I spoke to the supervisor on X/XX/17 I advised them since they somehow can not process my payments successfully that I would provide them with all of the payments via money order. I asked them to send me an email with the address and confirmation of the amount. I got an email on Monday with their PO. Box. on X/XX/17, I sent them an email with a copy of the money order, letter and certified tracking number. I also called to provide the company with a status update so they could be aware that the payment was incoming. I 've checked the status of the letter, USPS XXXX, and it was delivered to their POBox on X/X/2017. Online, my account still shows collections, which it should not be because I have made multiple efforts to resolve this account. I called today to speak with someone regarding the status and they stated that there is no update and it can take 7-10 days to even process the money, not even mentioning the fact they have n't picked the letter up from the post office. I emailed them this evening with the screen shotfrom the USPS website. This email was my last communication to BPL. If the letter is not picked up  by XX/XX/XXXX, according to USPS.com, then the letter will be returned to me. I will consider this matter resolved and the remaining balance on the account at {$0.00}. I have made many efforts to work with BPL to resolve my account. They have no issue processing a preauthorized debit from my checking account, but when I want to pay off the account early to avoid extra interest and fees, I was given the runaround. Additionally, every time I called in to use the same checking account on file that they have previously debited with no issues, I had to give another voice recording over and over again.

Company response to consumer: Closed with explanation