Consumer complaint received 2025-07-17 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: Tilt Finance, Inc.
State: MO

Complaint narrative:
In XXXX, I took a loan against my line of credit from Empower through their XXXX program. The stated interest if you don't pay it back on the next paycheck is XXXX %. My limit with them was {$650.00}. I was expecting some interest. On XX/XX/XXXX, XXXX payments were made, both {$330.00}. These total XXXX, about what I expected with interest for a month on the {$650.00}. However, in checking their site, I noted that while it acknowledged both of these payments, it stated I had a remaining balance of {$290.00}. This math is clearly in error, as there is no way that XXXX month of interest at XXXX  % annually for {$650.00} is nearly {$300.00}. I noted that no upcoming payments were scheduled, with blanks beside all " minimum pay '' dates for upcoming months, which would seem to indicate that they, too, believed that I was paid off. I contacted Empower and drew their attention to the {$290.00} remaining balance. I requested a complete audit of the account. I have not received this nor any solution nor explanation for this {$290.00} remaining balance. 

Meanwhile, on XX/XX/XXXX, while I was waiting to hear from customer service, a payment was taken by Empower from my bank account for {$110.00}. This payment was never announced in advance ; due to the issue with the incorrect remaining balance, I had been checking the site every day. Nothing was listed on upcoming payments on the XXXX. This {$110.00} came with XXXX advance notice and at a point when I fully believe my account is paid in full. Furthermore, this {$110.00} did not apply against the alleged {$290.00} outstanding balance. They acknowledge receiving it on the site, but there is no indication at all what they did with it. It just vanished into thin air. I contacted Empower again demanding an explanation for and refund of the {$110.00}. I got an escalation message that they were sending it to the higher-ups. 

Since then, nothing. It is now XX/XX/XXXX. I have been trying for over XXXX weeks to get any response on their incorrect figuring on my account, giving an alleged remaining balance of {$290.00}. Meanwhile, while not responding to this request for an audit of their figures to date, they reached into my bank account without advance notice and took a further payment of {$110.00}, which they refused to credit me for in any way.

I have revoked all authorization for debits in any form for Empower. I would like a complete audit of this account, an explanation for why it shows incorrectly I still have a balance of {$290.00}, an explanation for why they took another {$110.00} without notice, an explanation for what they did with that {$110.00}, since they did not in any way credit it to my account, and a refund of the {$110.00} which they basically stole from me. My account with them, of course, will be closed. I can not any longer trust them with access to my bank account or trust the accuracy of any figures they show on their site.

Company response to consumer: Closed with monetary relief