Consumer complaint received 2025-04-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: EGL US, LLC
State: MD

Complaint narrative:
To Whom It May Concern, I am writing to request clarity regarding the balance due on my account with BMG Money. Specifically, I am disputing the late fees attributed to missed payments. Despite my consistent efforts to make payments on time and ensure my account remains in good standing, I have received conflicting information that has caused me significant frustration and distress. 
On XX/XX/XXXX, I contacted BMG Money customer service after receiving an email about a payment plan that was supposedly not working for me. This was confusing as I had not set up any payment plan or been notified of any back-due payments prior to that. I spoke with Payment Specialist XXXX XXXX, who informed me about missed payments from XX/XX/XXXX and XX/XX/XXXX, citing an audit as the source of this information. When I asked why I was not informed of these missed payments during the refinancing process on XX/XX/XXXX, I was told it was my responsibility to detect missed payments. Given that my payments are made through an allotment from my federal employment, this explanation seems both unreasonable and contradictory to the purpose of having such a system. 
Further compounding my frustration, XXXX refused to provide proof of the missed payments in writing, despite my repeated requests. Instead, she sent me a copy of my promissory note, which I already had and which does not substantiate her claims. Her tone became increasingly unprofessional and dismissive, leading me to file a complaint with the XXXX  on the same day. 


On XX/XX/XXXX I refinanced my CURRENT loan with BMG Money and approved. 
o From there I put in a complain on XXXX  same day because I felt my concerns were not going to be addressed. I called today because since XX/XX/XXXX I have gotten emails everyday about a payment plan and the Subject stating Missed payment, but not payment amount nothing about a missed payment just talks about Does the payment plan not work for you? Let us build a payment plans that fits your budget. Prior to XX/XX/XXXX no email from BMG Money since XX/XX/XXXX inquiring about why they keep falsely reporting to my credit report. I sent that email XX/XX/XXXX in response to this email. 

Below is what was attached to the email sent which is why I proceeded to get upset and call after the email I received on XX/XX/XXXX. 




On XX/XX/XXXX, I spoke with XXXX XXXX, who claimed to be both the Manager and Director of Collections. Instead of de-escalating the situation, he became confrontational and accused me of being aggressive when I was simply trying to seek clarification I was stern and forward. He insisted the missed payments were valid but failed to provide sufficient evidence to support his claims. The documents he provided were incomplete and unhelpful, lacking key identifying details such as my name or loan number.

Adding to my concerns, I have observed irregularities in my account activity, including unexplained account openings and closings. Customer service has dismissed these issues as system glitches, but the lack of transparency is deeply troubling.

trying to get on top of finances not drown. His title states Collection Manager and the screenshot is missing information. STATES PAID LATE.HIGHLIGHTED Website View App View I took this while on the phone with XXXX XXXX who stated it does not say current. 


More Screenshots of activity unannounced or false.

Always opening and closing accounts I Called and was told to ignore this message as it was a glitch in the system.Random email to change/update my allotment.

I am requesting the following : Written proof of the alleged missed payments, including detailed documentation and a clear explanation of how these fees were calculated.

If the missed payments are confirmed, I ask that any balance due be placed at the end of the loan term without incurring additional interest, as I was never notified of these charges until now.

I am prepared to provide additional screenshots, emails, and other relevant documents upon request to support my claim. Please address this matter promptly and professionally, as this situation has caused significant emotional and financial distress. I appreciate your attention to this matter.

Additionally as of today XX/XX/XXXX they have changed the app since uploading the screenshots of the app/website to XXXX  website. Which they havent responded to. They logged me out and the app no longer allows me to access account history or see past promissory notes or loan documents. This shows the snarky practices they take part in to hide the fact they are scamming people out their money and taking peoples funds. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation