CashNetUSA
Extended my loan without my authorization, withdrew in 2 separate transactions the fees for the transaction, they sent me on a negative and i rcvd insufficient fund fees from my institution! Not righ

I have been a customer of CashNetUSA for sometime now and I have never experienced anything like this!

I had applied for a loan online on Sept. 9 for $400. I get paid monthly so my financial institution was supposed to be charged the full amount of $503.01 on October 1.

However, according to CashNetUSA's website... I had (supposedly) requested an extension on 09/30 02:52: 57 AM. I called the customer service line on Oct. 4 and they stood firm on what their records indicated and they told me I was only deducted for the fees for the extension on Oct. 1 instead and I could pay the whole amount on Oct. 30. As I talked to this customer rep. I was looking at my balance at my financial institution (Bank A) and then I notice the amount of $103.01 being withdrawn on 10/01/09, but then... It shows as credited on 10/02/09 in the same amount: $103.01. I had never been denied coverage at my bank before so I tell this to the rep. And she suggests I fax a copy of my bank statement to them so they can investigate the matter.

So I agree, and I tell her that due to the status of Bank A (I was at a negative at the time) I wanted to update my bank information to another financial institution (Bank B).
The customer rep. Told me she could not update my financial institution information over the phone... She needed me to fax a check or a bank statement of the financial institution (Bank B) I wanted to update to, and they would withdraw the amount owed to them from there.

Soon after the conversation was over I received an email dated:
Sun, Oct 4 at 9:19 PM confirming the request to make a change to my personal banking information and informing me that I needed to fax them a check or bank statement.

On Oct. 7 I faxed them a check for Bank B so they could deduct the fees owed to them from there. Then, I logged into my bank account (Bank A) to see my balance again... Well, to my surprise on Oct. 6 they attempted to withdraw (in 2 DIFFERENT transactions) the fees owed to them without my authorization and after being informed I would be updating my financial institution information!

I immediately called CashNetUSA and complained! I demanded that a supervisor review the situation and get back to me.

I wanted to know:
1) Why the (2) UNAUTHORIZED transactions were made on Oct. 6
2) I was demanding a refund of the Insufficient Fund Fees accrued due to their discrepancy

I did not receive a call back... instead I received the following soon after...

Note: I had not been contacted by a Collections Dept. At all up to this time.

Wed, Oct 7 at 8:06 AM

Dear xxxxxxx xxxxx,

Thank you for contacting CashNetUSA. Your request to make a change to your Personal Banking Information was received and processed.

Old Bank Account Number: *#
New Bank Account Number: *#

Your account was reviewed by our manager who stated that we were not notified before 10/1/09 that you wanted to update your bank account so no reimbursement can be offered concerning this matter. Customer Service could have adjusted your due date to allow time for your fax to come in had we known you wanted to change your bank account information. We do apologize for any misunderstandings. Please notify our Collections Department if funds were unavailable for payment on 10/6/09 by dialing (888) 801-9078.

Your security is important to us. If you did not authorize this change, please contact us immediately at (888) 801-9075.

I called them back within minutes of reading the email and I was told that they would ask their supervisor to review the matter AGAIN and that they would contact me.

Since no one called me back all that day I called them again on the following day (now Oct. 8), I talked to another customer rep. And he told me to fax them a bank statement (of Bank A) showing:
1. The claimed (2) insufficient fund fees accrued due to the 2 transactions made
2.2 transactions made on Oct. 6
and they would credit me the amount of the insufficient fund fees.

I called them back after I faxed what they asked for and I talked to a manager and he told me that AFTER an investigation was made Customer Service would decide whether they would credit me or not.

Starting on Oct. 9 I started receiving telephone calls from the Collections Dept. Attempting to collect the $103.01 for the extension fees! I received about 5 or 6 calls from that Dept.in 1 day to my personal cell phone. As you have read I had already updated my financial institution information since Oct. 7 for Bank B and I had received an acknowledgment email.

CashNetUSA never contacted me to process the 2 transactions made on Oct. 6, yet after I updated my financial institution's information on Oct. 7 and after I received a confirmation of the new information being received and processed... They would not process the transaction that I had already given them authorization for until I verbally told them on Oct. 9 that they could continue to process the payment for $103.01.

Because I was at work and the calls were becoming too much I made arrangements during my break so they could process the payment but I challenged them on the fact that they never attempted to contact me at on Oct. 6, like they did on that day, Oct. 9.

I was still waiting to hear from the so called manager to see what they had decided to do regarding the 2 unauthorized transactions and the 2 Insufficient Funds Fees.

Since then I have talked to several different people, including customer service reps., a so called supervisor (later to be informed he's just a team leader), I left several requests for a supervisor to contact me. They would not give me a direct number or name of any supervisor or manager.

I have yet to receive a call.

This is the last time I do business with them. After reading all of these reports on CashNetUSA... And my horrible experience I will never ever again do business with them.

Company: CashNetUSA
Country: USA
State: Illinois
City: CHICAGO
Address: 200 West Jackson, Suite 1400
Phone: 8663273289
Site: cashnetusa.com

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