Complaints

• Initial Complaint

  27/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was behind in my payment yes for my loan. However according to them I instructed them to take money out when I really didn't. I didn't make any arrangements, but according to the website I did. This happened September 26th

  Business response

  27/09/2022

  We have a signed contract with them that says if they miss a payment we can take it on their next payday.  Same as other companies like *****, their bank, car payments.  They signed the contract and have been instructed to read the contract to fi d this information and we are happy to go thru it with them to explain it to them.  This contract has been reviewed and approved by the provincial payday loan licensing and regulators.

  Customer response

  27/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: You already attempted that payment when the whole amount was taken out last month. The way the note says is I made payment arrangements and instructed them to take the money out on that date but I didn't. You can't take it out as many times as you like. 
  
  Sincerely,
  
  ***** ********

  Business response

  28/09/2022

  The screenshot does not say you arranged.  It says you instructed us.  We follow the contract.  In the contract there are instructions on what we have to do.  It's your contract.  you signed it.   You agreed to the instructions in the contract.  We are simply following those instructions that you agreed to.  That's why it says that.  I agree that that could be confusing and make it seem like its saying you made arrangements.  As in we had a phone call or email discussing this.  That is not the case.  We will look at the wording  and see if we can come up with something a little better, but we do need to be aware that the wording needs to reflect that we are following the instructions in the contract.  

  Customer response

  28/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I didn't instruct anything. No payments of those dates on the the contract. I was behind so like every other company you Make the mutal payment arrangements and they don't break Alberta law by making unauthorized withdrawals.
  Sincerely,
  
  ***** ********

  Business response

  28/09/2022

  *****, pease read the pre authorized debit form agreement that is a part of the contract.  When you sign it you agree to allow us to take additional payments in the event that you bounce a payment.  It's a part of the provincial payday lending laws. 

  Customer response

  28/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I read. You already attempted once to collect to funds in full. Alberta laws rule over your contract. Take us to court for the rest and see what happens. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 9th 2022. Loanexpress.ca received a payment from me via e-transfer to pay off my balance owing. They confirmed August 9th as " Your payment has been rescheduled". August 9th came, I paid through e-transfer and they proceeded to withdraw the money from my account a second time that night without consent. After I asked them to fix their error, they became rude and snide, they blamed me for their error and then proceeded to close my account with them.

  Business response

  20/08/2022

  Once the request is sent to the canadian system which manages payments being debited from your account we are unable to stop that payment from processing.  You signed a contract, and it said on the initial email we sent you, as well as in your account that the money would be debited from your account.  Unfortunately  you sent the email transfer after the request to process had been made and the payment could not be stopped from processing. We did close your account because of the interaction between yourself and the call center.  

  Customer response

  22/08/2022

   
  Complaint: ********
  
  I am rejecting this response because: There was no proper notification of a direct withdrawal from loanexpress, after receipt of my email transfer they should have sent it back instead of accepting 2 payments. An email was sent to confirm that the e-transfer was infact sent. It's Loanexpress's responsibility to view and manage payments so when the e-transfer came through they should have at least notified me of the issue. There's nothing in their contract that covers this instance of a double payment of which they held both for the three day term and caused an nsf fee of $48 to occur. My only request is that they (Loanexpress) reimburse the $48 to me and in the future, update their clients properly of upcoming withdrawals via email.  
  
  Sincerely,
  ***** *****

  Business response

  23/08/2022

  As noted, the customer was notified how to pay back the loan.  The customer also did notify us of the double payment and we responded that we would return the money once it had processed thru our system..   Loan Express did not cause the nsf.  the nsf was caused because the customer signed a contract with us telling us to debit their account, which we did, and they also choose to make an additional payment which then left no money in their account to cover the payment they agreed for loan express to take.  We won't be responding to this complaint any further.  

  Customer response

  24/08/2022

  I was told in an e-mail that it was okay to make an e-mail transfer to loanexpress.ca. I wrote in an e-mail prior to your notification that I would make the payment on the arranged date, Loanexpress.ca took it upon themselves to set up an automatic payment and then sent out the confirmation of the payment date which leads one to naturally assume that a payment date to make said payment has been scheduled, not that a payment is automatically scheduled. So I took that e-mail as confirmation that I was supposed to make the payment. Had I actually thought that it was coming out automatically, I wouldn't have sent an e-transfer. Why does it take 3 days to deny an e-transfer at all? You automatically accepted the e-transfer so why didn't you cancel the automatic payment? Does Loanexpress's computer systems take three days to acknowledge anything? 
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩