Complaints

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have done business with this branch office in years past. The last time I was in the office the lady told me that I if I ever needed another load I could do it over the phone. She gave me the information and I kept it. On December 20, 2023, I called and asked if I could still get a loan, even if I didn't get paid again until 1/12/24. They told me that they make special concessions for teachers and agreed to the 1/12/24 date for the loan amount plus $55 to be withdrawn from my bank account.On January 4, ****, the amount of $555.00 was withdrawn from my account, 8 days too soon! I immediately called and told **** at this branch what had happened. Before the funds were withdrawn I had $20.43 in my account. The withdraw resulted in a $534.57 overdraft. **** called me back and left a message that she had reversed the charges. But the funds were not re-applied to my account. I called again and she told me that her boss said they could not credit the funds back into my account but that I could take another loan out and deposit that into my account. I went to the branch office at *****************, signed another contract and then realized that they had charged me another $55 for the second loan! This was their mistake and I was forced to pay for it. My account is STILL overdrawn $34.57 and they refuse to refund the charges to bring my account back to where it was before they made the mistake of withdrawing the funds on the wrong date!

  Business response

  01/16/2024

  The customer was offered a discounted loan because of the misunderstanding and reimbursment for any overdraft fees incurred, unfortunately customer wanted to received a free loan and the system would not allowed us to do that because we are regulated by compliance. Customer was also told to call the customer complaint line so the supervisor could explain to the customer the best thing that they could do for her but she never contacted the complaint line, customer came into the location and received another loan as requested. Customer is more than welcome to call ************** to discuss any other concerns. As she mentioned above she has done business with us for years, we are proud of our customer service in the stores and we go above and beyond to give the best customer service possible to our customers. 

  Customer response

  01/19/2024

   
  Complaint: 21108286
  
  I am rejecting this response because:

  I was never offered a "discounted loan" for the misunderstanding, nor was I offered a reimbursement for any overdraft fees incurred.  I was only told that she had talked to her supervisor and doubted that they would reimburse more than one, if any, NFS charges. I wanted the entire amount of $555 returned to my bank account until the day to which we agreed that it be taken out. I was never told to call the customer complaint line. I was told, "Well, the only way to get the money back into your account is to take out another loan because we can't put the money back into your account." This was my last resort before overdraft fees would occur so I went to the office and took out another loan, even though I only received $500, not the full $555.  Therefore, my account was STILL overdrawn after the second loan.

  
  *****************************

  Business response

  02/15/2024

  The customer was offered a discounted loan because of the misunderstanding and reimbursment for any overdraft fees incurred, unfortunately customer wanted to received a free loan and the system would not allowed us to do that because we are regulated by compliance. Customer was also told to call the customer complaint line so the supervisor could explain to the customer the best thing that they could do for her but she never contacted the complaint line, customer came into the location and received another loan as requested. Customer is more than welcome to call ************** to discuss any other concerns. As she mentioned above she has done business with us for years, we are proud of our customer service in the stores and we go above and beyond to give the best customer service possible to our customers. 

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