ComplaintsforNet Pay Advance, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice for my loan

  

  Business response

  08/21/2024

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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.

  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone is adding inaccurate information and fees into my account. The lady continues to lie to me every time, saying that someone will call me back, and then no one ever reaches out.

  

  Business response

  07/15/2024

  The customer received an installment loan on February 27, with repayments scheduled over 5 payments following their income pay cycle, concluding on August 1. After discussing their past due balance on June 13 and speaking with a supervisor on June 14, the customer's concerns were addressed. As of July 12, the loan is current.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  FRAUDULENT COMPANY I have tried MULTIPLE times over the last two weeks to make a payment on their site, sent emails, and called. However, I'm still being charged late fees and interest on a balance that would've went down, had I gotten response from the company and now, they put it on their collections side. I have tried my card several times and it still gives error when everything is right. Customer service is a joke and this is highly fraudulent. FIX IT

  

  Business response

  04/16/2024

  In response to the complaint filed by customer concerning the assessment of interest and fees due to internal system issues and a reported lack of assistance. Our response is the following:
  
  On March 26, 2024, our customer service team received communication from the customer regarding changes to their payment methods. We provided guidance on adding a new debit card and processing payments through our online portal. Unfortunately, on April 9, 2024, the customer encountered a payment denial due to an invalid expiration date. Our team was able to assist the customer in successfully completing the payment after they reached out for help.
  
  We acknowledge that there is no record of communication from the customer about the payment issue between March 26, 2024, and the date of the complaint. However, in a commitment to customer satisfaction and as a gesture of goodwill, we have adjusted the customer's loan balance to remove the accrued interest and late fees for the period in question.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This lender openly ignores the MLA and the FDCPA of 1973.

  

  Business response

  04/05/2024

  This customer obtained a loan in the amount of $1,200.00 on December 11, 2023.  The loan documents were signed by electronic signature on the same day and the loan was funded on or about the same date.  the customer has made no payments toward the principal, interest or fees on this loan.

  At the time of the application a check was conducted through Clarity Services (a service of Experian credit reporting service) to determine whether the customer was an active member of the United States Military or a dependent of an active-duty service member.  The Military Lending Act Check returned indicating that the customer was not covered by the MLA. 

  Having reviewed the communications between the company consumer, it appears that all communications between the company and the consumer were fully in compliance with FDCPA regarding timing, frequency and content.  Al communications were conducted within times permitted under the Fair Debt Collections Practices Act and were spaced out over multiple days so as not to be overly burdensome and to avoid harassing the debtor. Moreover, the debt and the collections efforts are not covered by the Fair Debt Collection Practices Act as the collection activity were aimed at collecting a first party debt rather than third party debt as contemplated by the Fair Debt Collections Practices Act. 

   Nevertheless, it appears that the customer believes that he has been wronged in this matter.  The company is committed to high standards of customer service and satisfaction.  Accordingly, as a showing of good faith, the company has forgiven the debt owed by the consumer along with the fees and interest associated therewith.  This Account has been closed and there is no additional payments due.

  Customer response

  04/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took a loan out with this company. Big Mistake. Missed a payment (it happens). Before I could even call to speak to someone or explain, this company started running my card (debit transaction) EVERY SINGLE DAY. That pissed me off because it is illegal. This company has now tried to charge my card EVERY SINGLE DAY FOR THREE AND HALF WEEKS. I have reported them to my bank. They will not get a dime from me because of their illegal tactics.

  

  Business response

  10/14/2023

  The customer applied for and obtained a loan from the company on June 19, 2023 and submitted a bank account for credits and debits.  She also provided a debit card to which she wished to have the loan proceeds provided though "instant" funding.  The customer received the loan principle and the loan was due to be paid on June 30, 2023.  The customer signed a loan agreement which provided "...In lieu of giving us a check for payment of your loan, you authorize us to initiate Electronic Funds Transfers ("EFT") debit from your personal checking account or your personal checking debit card provided by you to us until such time as we have been paid in full...."  The agreement also included a provision entitled:  "...Automated Clearing House (ACH) & Electronic Funds Transfer (EFT) Authorization"  which authorized the company to obtain payment for the loan through electronic funds transfer.  The agreement authorizes the company"... to initiate debit/credit entries for the total amount owed...to the customer's bank account(s)."  The loan agreement which the customer signed provided that:   "Payment will be initiated on the due date as set forth in the Loan Agreement and in the case of default, will be made for the full amount due..."  On June 30 an ACH payment was attempted for the balance of the loan.  This payment was returned for insufficient funds.  Thereafter attempts to obtain payment through the customer's debit card were attempted in accordance with the provisions of the agreement signed by the consumer.  In addition, attempts to obtain payment through ACH were attempted on subsequent occasions.  These were returned unpaid on August 8, 2023 and August 21, 2023.

  While the consumer is correct that we have attempted to obtain payment on the loan through the customer's debit card on an almost daily basis since the consumer failed to pay the loan on its due date, such payment attempts have been made in accordance with the agreement signed by the consumer and are authorized by the contract and not prohibited by law.  

  While we understand that the consumer would prefer that we not attempt to obtain payment on the loan, the loan is now overdue and the consumer has authorized us to attempt to obtain payments through electronic funds transfer including debit card transactions.   Nevertheless, we will treat this complaint as a request from the customer to revoke authorization for electronic debits.

   

  Regards, 

   

  **** *******

  Director of Legal and Compliance

  Net Pay Advance, Inc.

  

  Business response

  10/14/2023

  Could I please add an additional email for notices of complaints and other concerns.  I would like my Director of Legal and Compliance, **** ******* to receive copies of these notices at ************************ .  Thank you for your help.  If I need to make this request through other channels please let me know. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are charging me double the loan i received they saw I owe a loans in march i have the receipt saying I paid I want refund and close account from the platform immediately

  

  Business response

  09/28/2023

  On or about May 19, 2023 This consumer applied for and was approved for a loan through our company for $255.00.  The loan along with fees, totaling $300.00 was due on June 9, 2023.  The consumer had authorized us to obtain payment through electronic funds transfer.  On June 9, 2023 we attempted to obtain payment but the payment was declined due to insufficient funds in the account.  In accordance with our agreement with the Customer we added a $15.00 surcharge to his account due to the insufficient fund return.  A payment arrangement was reached with the customer to repay the loan in three payments of $105.00. These were paid as agreed o June, 22, July 5, and July 20. 

  However, prior to taking out the loan on May 19, 2023.  The customer had applied for and received funds for a loan on April 20, 2023. An attempt to obtain payment on this loan was made on May 5, 2023.   However, on July 11, 2023 The customer's bank notified the company that the customer was disputing the payment and the bank returned the funds to the customer.  This resulted in a situation whereby the customer had received the funds from the loan but the repayment had been returned to them.  Accordingly the loan payment was still outstanding.  Therefore, on July 18, 2023, in accordance with out electronic funds transfer agreement, we obtained payment for $300.00 for the April 20, 2023 loan. 

  Because we were also collecting payments for the May 19 loan during July 2023, this may have created the appearance that the customer was double charged.  However, these were payments for two separate loans.

   

  

  Business response

  10/02/2023

  The consumer did pay the loan in question.  However there was a previous loan that was open and remained unpaid.  The consumer had initiated a "charge back" on the electronic transfer initiated to pay the previous loan and the funds were returned to the customer.  This resulted in the previous loan remaining unpaid.  Pursuant to out Electronic funds transfer agreement we initiated a payment to repay the previous loan.  This created an appearance that the customer was charged twice when, in reality, what appeared to be a second charge was a repayment of a previous loan.

  We will contact the consumer directly to see if we can resolve this issue.

   

  Customer response

  10/02/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  This does not reflect my records I need complete refund off 300$

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

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