Consumer complaint received 2026-04-27 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: Kashable LLC
State: OK

Complaint narrative:
I am filing a complaint regarding the handling of my refinance application with Kashable, which has involved repeated and inconsistent document requests, system resets, and a lack of transparency. I submitted my refinance application on XX/XX/XXXX, at approximately XXXX XXXX. Throughout the process, Kashable has repeatedly requested documentation, changed the stated reason for delays, and required me to restart or resubmit my application multiple times despite my full and timely compliance. Initially, I was informed that my allotment documentation was missing a date. I corrected this and resubmitted it. Despite this, Kashable continued to claim the document was incomplete. I was then instructed to call, at which point I was told I share an address with another individual ( my mother ) who also has a loan with the company. I was then required to submit additional documentation, including my LES, proof of identity, and proof of address. After submitting all requested documents, I was instructed to restart my application and exclude overtime income. I complied and resubmitted all documentation again. I was then informed that my bank account could not be verified, despite successfully verifying it through Kashables XXXX system. Additionally, XXXX is requiring a utility bill in my name to verify my address. I explained that I do not pay utilities at my residence and provided an internet bill in my name, which is commonly accepted as a utility bill and is listed among acceptable forms of verification. Despite this, Kashable has refused to accept the internet bill and has not provided any explanation for rejecting it. On multiple occasions, I uploaded the internet bill through their portal as requested. Each time, Kashable reset their system to require the same document again without explanation or notification. I also sent the document via email and followed up with a complaint email. Kashable responded to my complaint email stating they had received the document and would review it. However, at the same time, their system was reset again to request the same document. This created a conflicting and confusing situation where my document was acknowledged but still being repeatedly requested. As of the following day, Kashable continues to request the same document again without providing any explanation as to why the previously submitted documents are not being accepted. I have retained timestamped screenshots documenting these repeated requests, system resets, and inconsistencies. I have had a loan with Kashable since XXXX, have refinanced multiple times, and have never missed a payment. My loan is paid through a federal allotment, and I consistently pay more than the required amount. The pattern of repeatedly requesting the same documentation, resetting requirements without explanation, ignoring submitted documents, and providing inconsistent reasoning appears to be an unreasonable and potentially deceptive practice that is preventing the completion of my refinance application. Additionally, the mention of another individuals account ( my mother ) raises concerns that my application may be improperly influenced by a third partys financial status, despite me having no financial responsibility for that account.

Company response to consumer: Closed with explanation