Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a loan payment withdrawn twice from my account. I called Net Pay Advance, let them know about the double withdrawal, submitted my bank transactions as proof. They just keep giving me the runaround everyday its the same. "We will call you with an update tomorrow", tomorrow comes and no update so I call again and get the same response.

  Customer Answer

  Date: 04/08/2025

  I have received a refund. I’m satisfied with the outcome. I want to dismiss this complaint. Thank you

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Borrowed $255 from net Pay advance, was promised 20% off my fees. Never received the discount so I tried calling them all morning, explaing to them that I'm a disabled Veteran who is requesting reasonable accommodation afforded to me under the American With Disability Act! They refuse to help on every call I made this morning, henceforth violating my civil rights by refusing to reasonably accommodate me under Federal Law !!

  

  Business Response

  Date: 02/07/2025

  We are writing in response to the complaint filed by ****** ******, Complaint *********, regarding his most recent deferred deposit transaction with Net Pay Advance, Inc., after investigating the claims in *** ******* complaint and thoroughly reviewing our records, we have found no error in how *** ******* application was processed, the terms of his current loan (loan #*******), or his account. It is important to note that Net Pay Advance, Inc. does not discriminate against any applicant or customer and offers several repayment options for customers who may have difficulty from time-to-time in repaying their loan.
  
  *** ****** has received multiple loans from Net Pay Advance, Inc. and unfortunately, has a history of being verbally abusive to our employees. Despite numerous attempts to accommodate *** ******* demands, his abusive behavior has persisted. Recently, the situation escalated when Mr. Flores contacted us to cancel a loan he received on February 3, 2025. At that time, we requested a written request (email or mail) to process the cancellation, a requirement clearly stated in the agreed-upon contract terms. *** ****** then began berating multiple employees. Thereafter, we requested that all further communication be in written form only. *** ****** began sending an overwhelming number of disrespectful written email messages and made over 40 calls.
  
  Given *** ******* ongoing abusive behavior, and to ensure a respectful and safe environment for Net Pay Advance, Inc. employees, we have made the decision to terminate our services. We have waived *** ******* outstanding balance, updated his account so that there is no balance, and no further payment is needed.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I unfortunately had to take out another pay day loan with Net Pay Advance because they didn’t allow me time to even try to set up a payment plan they just keep charging my account an unlimited amount of times until they are paid in full. This is the same thing that’s happened again. I was speaking with one of their customer service representatives yesterday trying to set up a payment arrangement for my past due balance. I made it very clear that i just moved and have bills to pay that are a priority or else I will be placed back into a hardship but but NetPay does not care about company transparency. In the middle of setting up the payment arrangement and after agreed upon payment dates and payment amounts were finalized, this company yet again pulled money from my checking account and now I can’t pay my car note, my phone bill, or my rent/utilities. These pay day companies are already predatory but now once they have your card on file they treat it like it’s their own personal funds. They pull from your account over and over and over and over causing over draft fees even when they know the money is not there and I’m getting tired of being placed in financial hardships, pulling myself out of them all for companies to throw me right back into a tail spin. Now I’m forced to stall on paying my bills until after the holiday weekend.

  

  Business Response

  Date: 10/29/2024

  We are writing in response to complaint #********, submitted by **** ****** On September 13, 2024, the customer was approved for a $200 Deferred Deposit Transaction, with a single payment due on October 4, 2024. The payment card that *** ***** authorized for repayment on the due date was declined, so an ACH payment was attempted as authorized by *** *****. This ACH payment returned unpaid on October 9, 2024, causing the loan to default. The customer was notified regarding the status of her defaulted loan and the amount due via email on October 9, 2024.
  
  Net Pay Advance endeavored to reach a satisfactory payment arrangement with *** ***** on October 10, 2024; however, no payment arrangements were finalized due to no response from *** *****. Consequently, the full balance was collected on October 11, 2024.
  
  As stated in the ‘Nonpayment and Default’ section of the loan agreement, once the unpaid balance is transferred to our internal collections department, attempts to collect the full balance will proceed.
  
  After a thorough review of *** *****’s account history, we find no error or irregularity in processing or servicing the loan. *** ***** agreed to all terms in the loan agreement as evidenced by her signature on the loan agreement.
  

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a loan out in Jan 2023 for 1800.00. HUGE MISTAKE. I fell a little behind after I injured my ankle last September. but the way the balance on this account has climbed is ridiculous!! Looking at this moment it states I owe $4895.13. I have been making payments the 15th and 30th of each month and the balance goes up and up. I have well paid over the 1800.00. My most recent payment was the 15th of September. They are charging me TRIPLE AND MORE the amount of this loan! When I add up all my payments TO DATE I HAVE PAID $6706.67. I am about to file a complaint with the Attorney General as well. They have made it impossible to get out of this without setting me up for failure. I have asked if there is any way to stop the interest and fees and I am ignored. As far as I am concerned this is and Has been paid off for a long time.

  

  Business Response

  Date: 10/02/2024

  We are writing in response to the complaint filed by ******* ************ Complaint ID ********* regarding their line of credit account with us. At the time of loan origination on January 20, 2023, we fully disclosed all terms of the loan, including the interest rate, annual percentage rate (APR), any applicable fees, and payment schedule. Our records indicate that the customer acknowledged and accepted the loan terms at that time.

  Since the origination of the loan, the customer has made several additional draws on the line of credit. We have credited all payments received to the customer’s account and have conducted a thorough review of the loan history. Our findings confirm that all loan terms were accurately disclosed and adhered to, with no errors in billing or payment processing. We also encourage customers to consider making payments above the minimum amount due. By doing so, they can significantly reduce the overall interest paid over the life of the loan.

  We take customer concerns seriously and are committed to transparency in our lending practices. Should the customer have further questions or require clarification regarding the account, we encourage them to reach out to us directly.

  
  

  

  Business Response

  Date: 11/04/2024

  Duplicate complaint. Already responded 10/2/24. After a thorough investigation into our records, we have found no billing or transactional errors.

  Customer Answer

  Date: 11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They state this is a duplicate which it is NOT.   It is an ongoing issue that they don’t want to address.  They don’t want to acknowledge what they are doing is WRONG, that they are harassing me, taking advantage financially, and also sending me mail enticing me to take out additional draws.   
  

  principal has been paid back in full already.   Now they are just purely getting interest.  They can do a billing adjustment and call this done.   

  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Net Pay has been harassing my husband's line stating they are looking for me that I owe money on a line of credit I took out 6/4/24 which is totally inaccurate. Now, they are harassing me on my phone line and sent me this email wanting me to give them more information. They are a complete fraud and need to stop contacting us.

  

  Business Response

  Date: 10/02/2024

  We are writing in response to Complaint ID ********. After a thorough review of our records, we found that on June 4, 2024, a credit line was opened in *** ******* name in the amount of $1,000. The loan proceeds were successfully deposited into the financial institution provided as part of her application, specifically: Bank Account ending in ***** We have confirmed that *** ***** is the named account holder of the financial account where the loan proceeds were deposited. *** ***** provided the telephone number and authorized us to contact her at that number.
  
  We are committed to resolving this matter as expeditiously as possible. We encourage *** ***** to discuss with her financial institution authorization to promptly return the loan proceeds. In the interim, our fraud prevention team will be contacting *** ***** directly to aid in resolving this issue and to clarify any further misunderstandings.
  

  

  Business Response

  Date: 10/03/2024

  We are interested in resolving this matter and kindly ask the consumer to collaborate with our team while we work to investigate the consumer's fraud claim.

  Customer Answer

  Date: 10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because this is a scam and they are harassing me. I have checked with my financial institutions and there was never a loan!
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for my loan

  

  Business Response

  Date: 08/21/2024

  The claim has been investigated, and the customer has verified no double charge occurred.

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They started “collection” on me over a loan I never took. Began utilizing phishing tactics to gain more information on me. Didn’t have an accurate address for me on record, nor email. I could not get loan documents sent to me to dispute due to this. Their “fraud” team employed tactics that are well known in the scammer industry to get me to give information, including a picture of my id. If I took a loan, wouldn’t they already have verified my id? They obviously haven’t. Don’t go near this company, they are a scam. I had no contact with them until they began “collection” on me. The have violated collection laws numerous times already. They have made legal threats they are not allowed to make without following procedures which they probably didn’t think I would know. I have documented everything and I dare them to continue collection on me.

  

  Business Response

  Date: 08/19/2024

  Our review found that a credit line was opened in the consumers name on June 12. Despite multiple payment reminders, we received no response until July 9. On that day, a fraud claim was received and forwarded to our fraud prevention team to investigate the validity of the claim. Our investigation found the receiving bank, of the loan funds, has confirmed the consumer's name is listed as account holder. We kindly ask the consumer to complete the fraud affidavit and produce any relevant police report if they maintain they are a victim of identity theft. Our fraud prevention team will remain in communication with the consumer during the ongoing investigation of their fraud claim.

  

  Business Response

  Date: 08/26/2024

  ******,
   
  Please complete the Fraud Affidavit to the extent you feel comfortable, as instructed in the forms. The security of your personal information remains a priority; however, we are unable to verify the validity of the identity theft claim as our investigation found confirmation the receiving banking account for the funded loan, has the correct name listed for account holder.
   
  Our fraud prevention team will email you the validation of debt again, per your instructions. Thank you
  

  Customer Answer

  Date: 08/29/2024

  They avoid email contact. They will not provide me with verification of the validity of the debt.  This is not resolved. It would be resolved if they would provide the verification regarding this loan or an affidavit of fraud form for me to fill out. They claim untruthfully that they have done this. They have not done anything they said. The information they have for me is not accurate. The only thing they have correct is my phone number. They are more interested in preserving the data of a person who fraudulently took out a loan in my name. 

• Initial Complaint

  Date:07/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a payday loan and lost my job. I was attempting to make payments but they pulled the total due from my bank account without notice. Ok , fine. But now they are demanding more money for additional fees. Why was this not included in the debit from my account. I now have fees from other scheduled payments that didn’t go through. **** from collections has been arrogant and rude by email. I wonder if this fee is even allowed??

  

  Business Response

  Date: 07/31/2024

  After review of the events leading up to the complaint, our response is the following:

  On April 10, the customer was funded for a payday loan with the full payment due on April 23. Unfortunately, both the debit card payment and the ACH debit attempt on the due date were unsuccessful. As per the terms of the agreement, a returned ACH debit incurs a one-time fee of $15 per loan.

  The company has opted to waive this fee as a gesture of goodwill. Your loan is now settled in full. For any future inquiries or assistance before taking a loan, feel free to contact us.
  

  
  

  Customer Answer

  Date: 08/03/2024

  This company agreed to waive the $15 fee that they were trying to assess me per my complaint with the BBB. Then after they agreed to release me from the payment of $15. They tried to debit it out of my account again, causing me to encourage more fees with my bank. This is an image of the check that these. I have reached out to them and asked them to stop trying to pull money out of my bank account and seeking your help in resolving this issue now with them thank you. 

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a deposit in my checking account from this company and I have never applied for a loan of any sort from them. When I called, they insisted that i "forgot" that I applied because the email address and phone number used were mine. I never applied and IDK who/how this has happened. I am only trying to give the money back and make sure they do not try to do anything with my information again. This has not happened yet.

  

  Business Response

  Date: 07/25/2024

  On July 10, an Installment loan application was received in the consumers name. The loan was approved and funded for $575 following the electronic signature submitted to our secure website. Loan confirmations were sent via SMS and email on this day.

  On July 15, a caller identifying as ***** **** contacted us but did not complete verification, preventing us from addressing a potential fraud claim. Our strict privacy policy mandates verification before discussing sensitive matters, to protect our customers and prevent unauthorized disclosure.

  We have taken immediate action by locking this account in order to prevent further loans being requested. If you feel you have been the victim of fraud, we urge you to take the necessary steps to increase the security of your personal information. We recommend visiting the websites of ********, **********, and ******* for guidance on safeguarding your personal information against identity theft.

  In light of this situation, we have waived all liabilities associated with the loan. We kindly ask that the consumer speak with her bank and authorize the credit be returned to sender.

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NetpayAdvance keeps contacting me by email and my cell phone saying I opened an account and I owe $1900 pay due. I have never heard nor have I opened an account with this company and I want them to stop harassing me.

  

  Business Response

  Date: 07/10/2024

  Our review found that a credit line was opened in the consumers name on February 29. Despite multiple payment reminders, we received no response until July 8. On that day, a caller identifying as ******* ***** contacted us but did not complete verification, preventing us from addressing a potential fraud claim. Our strict privacy policy mandates verification before discussing sensitive matters, to protect our customers and prevent unauthorized disclosure.

  We have taken immediate action by locking this account in order to prevent further loans being requested. If you feel you have been the victim of fraud, we urge you to take the necessary steps to increase the security of your personal information. We recommend visiting the websites of Experian, Transunion, and Equifax for guidance on safeguarding your personal information against identity theft.

  In light of this situation, we have waived all liabilities associated with the loan.