Consumer complaint received 2025-12-24 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Other advances of future income
Issue: Unexpected fees — 
Company: Hatfield, Inc.
State: VA

Complaint narrative:
Here 's the CFPB complaint in paragraph form : In XXXX, I applied for a cash advance through Grid and was denied. I assumed that was the end of my relationship with the company. However, without my knowledge or authorization, Grid continued to assess $ XXXX monthly membership fees to my account for the next two years, even though I was not using their service, had no active subscription, and received absolutely no benefits. In XXXX, I attempted to use Grid 's services again and was informed that I owed over {$300.00} in accumulated fees from the previous two years. I was shocked because I had no idea these charges were being billed to my account, and I never agreed to maintain a paid membership after being denied service in XXXX. I questioned why anyone would willingly pay hundreds of dollars for a service they never used and from which they received nothing. Despite disputing this debt and explicitly informing Grid that I do not authorize these charges, Grid began processing multiple unauthorized {$10.00} transactions against my payment method without my consent. I have repeatedly told Grid that I do not authorize these charges and have requested that they close my account immediately, but they have ignored my requests and continued to charge my account. 

Grid has violated XXXX 's Revised Standards for Subscription/Recurring Payments, which took effect XX/XX/XXXX. Grid never sent me an electronic confirmation when I was allegedly enrolled in their subscription service, which is required under XXXX standards. I never received terms and conditions, subscription details, or instructions on how to cancel. Grid also never sent me electronic receipts after each billing event, which would have alerted me to these charges accumulating over two years. I was never provided with accessible account management capabilities or clear instructions for canceling the subscription, as required by XXXX standards. Grid processed recurring charges without proper authorization or disclosure, in direct violation of XXXX 's consumer protection requirements for subscription merchants. 

Grid has also violated their own Terms of Service. According to Section 18 ( b ) of their terms, if a customer purchases a subscription, they will be presented with a checkout screen where they agree to ongoing subscription fees and recurring payment obligations. I was never presented with a checkout screen, never agreed to purchase a subscription, and never acknowledged recurring payment obligations after my XXXX application was denied. Additionally, Section 20 of their terms states that customers may cancel at any time through their app or by email. I have attempted to cancel and close my account multiple times, but Grid has ignored these requests and continued processing unauthorized charges. I never provided the explicit authorization required under their terms for recurring subscription charges after being denied service in XXXX. 

I am requesting that all unauthorized charges totaling over {$300.00} be reversed and refunded to my account immediately. I want Grid to cease all collection attempts and permanently close my account. I also want confirmation that no negative information will be reported to credit bureaus related to these disputed charges. Furthermore, I request that Grid be investigated for systematic violations of XXXX standards and their own Terms of Service that may be affecting other consumers, and that appropriate penalties be assessed against Grid for these violations.

Company response to consumer: Closed with explanation