ComplaintsforLendly

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was debited $78.90 for a loan I never received. I was told I will get a check within 14 days, which never came. I finally called almost a month later and they stated my money was sent direct deposit to my account. My banking institution nor I see this transaction on my statement. I want my money, I've been patient long enough. The reason for not getting the loan is I was told I didn't have the correct account information on my direct deposit but they Lendly somehow received my deposit with that same account information. This is feeling like a SCAM.

  Business response

  10/27/2023

  Lendly, LLC (“Lendly”) is in receipt of the consumer’s complaint. Lendly is an authorized servicer of ** ******** * ******** ** ******* ********* **** (“******”). ****** is a Utah state-chartered bank with the FDIC as its primary federal banking regulator. We take consumer complaints seriously and appreciate the opportunity to address their concerns. 
  Due to the nature of the instant complaint, please be advised that privacy regulations prohibit Lendly from disclosing confidential consumer information to third parties without a specific, written authorization.   Notwithstanding the foregoing, please note that it is Lendly’s customary practice to reach out to the consumer at issue in an effort to resolve BBB concerns. 
  As of the date of this response, we have confirmed that this matter has been resolved. We appreciate this matter being brought to our attention. Lendly invests heavily in maintaining consumer relations and considers consumer satisfaction a high priority.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to file a formal complaint against Lendly regarding their failure to provide notification of a charge off and their continued negative reporting on my credit report. Additionally, Lendly has shown a complete lack of response and communication when I attempted to address these concerns. On October 22, 2021, I sent an email to Lendly stating, "I have not received any correspondence" but did not receive any response from them. This was followed by another email on October 29, 2021, where I expressed my frustration regarding the lack of response and my attempts to make a payment on my loan. They did not acknowledge this email either. Furthermore, on November 30, 2021, I contacted Lendly to report that a debt collector from Valor had contacted me and harassed me regarding the debt. I explicitly asked not to be contacted by Valor due to the threats I received. In that same email, I also requested a payment arrangement on the loan. However, Lendly failed to respond to this email as well. A new creditor named January took over debt, and I received no notification from Lendly regarding the charge off. I only learned about it when I received communication from the new collector, Halstead, via email. On May 19, 2023, I sent a request to Lendly to verify the debt, but they did not respond. Lendly never sent me any billing statements via USPS or email before charging off the debt. Additionally, I have not received a 1099 indicating that the debt was charged off, yet they continue to report it on my credit report. I believe that Lendly's actions are in violation of the Fair Credit Reporting Act (FCRA) and I would like to cite the following sections: 1. FCRA Section 611(a)(5)(A) - Notification of Charge Off: Lendly failed to provide me with proper notification of the charge off, 2. FCRA Section 609(a)(1)(A) - Right to Verification: Lendly did not respond to my request to verify the debt and provide necessary documentation.

  Business response

  08/14/2023

  Lendly, LLC (“Lendly”) is in receipt of the customer’s Better Business Bureau (“BBB”) complaint.  We take customer complaints seriously and appreciate the opportunity to address our customers’ concerns. 
  As an initial matter, the lender on this customer’s loan is Capital Community Bank (“CCBank”), a Utah State-chartered bank with the Federal Deposit Insurance Corporation (“FDIC”) as its primary federal banking regulator.  Lendly is an authorized servicer of CCBank.
  In the complaint, the customer alleges a number of claims relating to communications, or his expectations thereof, associated with his CCBank loan.
  First, the customer claims that Lendly was unresponsive to emails he sent on October 22, 2021 and October 29, 2021.  Lendly records indicate that at least seven calls were made to the customer at the phone number provided on the application and two emails were sent to the customer at the email address on the complaint during that period. Unfortunately, none of those attempts resulted in contact with the customer; however, the nine contact attempts that were made within a fifteen-day period cannot be described as unresponsive.
  Second, the customer alleges that Lendly did not provide a notification of “charge off”. According to our records, the customer’s account was transferred on or around November 16, 2021, after which CCBank no longer owned the account, and Lendly no longer serviced the account.. It is our understanding that the account was subsequently sold to Plaza Services, LLC on February 2, 2022. At no point while the customer’s account was owned by CCBank and serviced by Lendly was the account “charged off”, nor did any other activity occur that would necessitate a Form 1099 to be provided to the customer.  To the extent the customer believes he is owed a “notice of charge off” or a Form 1099 from another, subsequent company, neither Lendly nor CCBank are the appropriate parties to which the customer should direct such a request.
  Third, the customer claims Lendly did not respond to his request to verify his debt. According to our investigation, a direct dispute dated May 19, 2023 was received from the customer. Contrary to the customer’s claim in his complaint, Lendly investigated the dispute and mailed an appropriate response to the address on this complaint on June 1, 2023. 
  Finally, the customer claims to have been “harassed” by collection communications. Please be advised, Lendly is not a debt collector under the FDCPA, and CCBank did not own, and Lendly did not service, the account after November 16, 2021. As such, Lendly has not attempted to contact the customer since that date.  Moreover, Lendly and CCBank certainly do not endorse harassment of any kind, including that which the customer claims to have suffered. We encourage the customer to address any such issues with the company that he believes to be responsible for the alleged harassment.  
  As a resolution to the customer’s foregoing claims, the customer requests removal of the negative reporting regarding this loan. Unfortunately, the customer’s request cannot be accommodated. According to our investigation, the account is reported correctly. Thus, the customer’s request to remove correctly reported information is denied consistent with the FCRA’s mandate that complete and accurate information is provided to credit reporting agencies. Nonetheless, please be advised we have reported this debt to consumer reporting agencies, but in acknowledgement of the dispute, we have requested the account be listed as disputed and request the customer let us know if he is no longer disputing the account so that we can update the status.
  We trust this response addresses the customer’s concerns. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The consumer must be given the chance to direct the information whether they want the information about a transaction to be reported or not and l am exercising that right and requesting that (CAPCOMBK/Lendly) update the delinquent payments on my account for (March 2022) with accommodations under the Cares Act to be updated to paid as agreed/never late due to being affected by Covid in regards to the HEROES ACT. Please see attached as it provides my request to opt of (CAPCOMBK/Lendly) sharing information about my: -Account transactions -Transaction History and Credit history -Account balances and Payment History - My personal information with nonaffiliates to market their products and services to me -Information about my credit worthiness with your affiliates for your everyday business purposes -Do not allow your affiliates to use my personal information to market me

  Business response

  06/30/2023

  Lendly, LLC (“Lendly”) is in receipt of the customer’s Better Business Bureau (“BBB”) complaint. Lendly takes the customer’s complaint seriously and has investigated the matter.   
  
  Capital Community Bank (“CCBank”) is the lender on the customer’s October 29, 2021 installment loan and Lendly is an authorized servicer for CCBank. 
  
  In the complaint, the customer requests that Lendly update the payments reported to a credit reporting agency to “paid as agreed/never late” for March, 2022. The customer also requests to opt out of sharing certain types of personal, transactional, and credit information.
  
  In accordance with the customer’s signed agreement with CCBank, which states that the “Lender may report information concerning the account and/or transactions to credit bureaus,” the account history for this loan was reported to TransUnion. Upon receipt of this complaint, the information reported was reviewed and determined to be accurate, including the information reported for March, 2022.  The customer’s request to modify her credit report to include inaccurate information cannot be accommodated as the Fair Credit Reporting Act requires accurate data to be provided to the credit bureau.
  
  Additionally, customer privacy is important to Lendly. During the application process and at the time of loan origination, customers are presented with – and agree to – the privacy policies of both CCBank and Lendly.  As expressly set forth in both privacy policies, certain information may be shared for everyday business purposes such as processing transactions, maintaining consumer accounts, responding to court orders and legal investigations, or reporting to credit bureaus. However, and as also expressly stated in the privacy policies, personal information is never shared with affiliates or non-affiliates for the purpose of marketing to the consumer.
  
  Should the customer have any further questions regarding her account, she may reach Lendly at ************.  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Three issues with Lendly 1st I made an extra $100 payment to add to my weekly payroll payment to see if id notices a drop in my loan balance. Mainly because out of my $1000 loan wkly $43 payroll payments only $10 was being applied to my loan balance a wk. Lendly will eat up all your money in interest guys that's just how they operate. So after I paid the extra $100 which made that weeks payment $143 with my $43 weekly payroll money only $52 was applied to my loan balance also my wkly pay scale with Lendly was now off track. Now due to this money being added my weekly payment reads partial payments are being received. This was a huge red flag for me because a Lendly rep was the one who suggested if I wanted to see a major drop in my loan balance then I needed to make a huge payment so I made one. Now look at my pay scale it's not correct im not making partial payments I made an over payment but Lendly say they have no way to correct the pay scale. So I decided to skip two payments an balance it back out myself. Thanks for nothing Lendly. Moving on. Issue #2 I was offered a refinance after my 90 days was up so.ok I took my loan from $1000 which at that time my balance was down to $641 so I opted to increase my loan to $2000 and with Lendly taking my first loan balance of $641 from my second refinanced loan I received a lil over $1400 into my bank acc. The problem here was my first loan was never closed out so now both loans are reported as in good standing on my March 2023 credit report which is when I took the second loan in march. How is it Lendly is reporting two loans in good standing when u can only have one. Explain please? Issue#3 when my second loan was started my first loan was never closed out per my credit report so my payroll is still paying on the 1st loan and the second. Lendly sends me an email stating they sent me.money back due to insufficient funds but I never received any money back now your running an investigation on yourself lendly wow

  Business response

  06/15/2023

  Lendly, LLC. (“Lendly”) is in receipt of the customer’s Better Business Bureau (“BBB”) complaint.  We take customer complaints seriously and appreciate the opportunity to address our customers’ concerns.

  As an initial matter, the lender on this customer’s loan is Capital Community Bank (“CCBank”), a Utah State-chartered bank with the Federal Deposit Insurance Corporation (“FDIC”) as its primary federal banking regulator.  Consequently, CCBank is governed by both federal banking laws and the laws of the State of Utah.  CCBank is legally permitted to conduct business in the state of Tennessee.  Lendly is an authorized servicer of CCBank.

  In her complaint, the customer makes a number of claims, each of which will be individually addressed in this response. We hope to address these claims to her satisfaction. 
  

  First, the customer claims that a $100 applied to her loan did not result in a “major drop in [her] loan balance”.

  Our investigation confirmed that the customer received two loans from CCBank.  The first loan originated on 11/21/2022 and refinanced into a new loan on 4/24/2023.  In addition, we can confirm that on 12/15/2022 the customer made a $100.00 payment in addition to her scheduled loan payments.  All payments made toward either of the customer’s loans were applied in accordance with her CCBank loan agreement. The payment in question resulted in a total of $72.30 being applied to her principal balance.  At the time her CCBank loan was refinanced, the balance was an estimated $170.00 less than it would have been had the loan been paid per the original payment schedule.  Contrary to the customer’s claim, the early payment did impact the total cost of the customer’s CCBank loan over time. 
  

  Second, the customer claims that her credit report inaccurately reflects two (2) open CCBank loans and that one of them should be closed by refinance. Our investigation into the credit reporting on the customer’s loans with CCBank found that her tradeline with TransUnion did in fact reflect her refinanced loan as “Open” in error.  As of this writing a request has been filed with TransUnion to update the status of the customer’s closed account.  Lendly has confirmed that the customer’s tradeline is correctly reflected with all other credit bureaus to which the loan was reported.  Credit Bureaus may take up to 30 days to update reports and this is beyond our control.   
  

  Finally, the customer claims she was promised a refund for a payment debited from her checking account and has not yet received it. Our review of her account found that an ACH debit was processed to her bank account on 5/20/2023 which was returned unpaid by her banking institution on 5/25/2023.  The email attached to the customer’s complaint is a notice of the return.  In this case, the term “returned” is being used to indicate that the banking institution declined to honor the debit, not that funds were received and then returned by either Lendly or CCBank. 

  The customer’s requested resolution cannot be accommodated because the payment for which she is requesting a refund was never paid by her banking institution.  Further questions regarding the transaction are best directed to the customer’s financial institution. 
  

  In closing, we hope that we have addressed the customer’s concerns to her satisfaction.  Further questions regarding her CCBank loan are best directed to the Lendly servicing team by either calling ***** ******** or by emailing ********************. 

  Customer response

  07/10/2023

  Consumer's Duplicate Complaint Reopen

  Complaint:
  Hello I am the individual who had three different issues with Lendly reported 6-15-23 I see Lendly consistently attempts to explain lol They took 5 wks to tell me BOA returned my ACH lol Lie #1 my bank states no such ACH from Lendly / Utah Bank was ever received or returned Lie#2 Lendly states that I received a $170 credit to my account how is that possible when my total dollar amount paid that week was only $143 listen Lendly make it make sense They double tapped my pay roll for two different loans at the same time in the same week. Then attempted to lie about sending a refund ACH which is direct deposit to my bank of America acc. Now if this refund actually exist why did I receive a email from Lendly stating insufficient funds as if Lendly was attempting to take money from my BOA acc when all my payments are sent thru my payroll department. Also why is it that when I called Lendly after receiving this insufficient funds email 5-25-23 a rep told me after verifying my account that no refund will be issued that if one will be issued it will be sent as a check Now that's strange because the email from Lendly 5mins prior to my call stated money was returned per ACH due to insufficient funds So if the rep was viewing my acc during this call why didn't she see the mysterious ACH refund that my bank mysteriously returned. Plus why would Lendly send me an email on 5-25-23 stating money was returned due to insufficient funds on 5-19-23 so your telling me not only did my bank return this invisible ACH direct deposit after holding it for three weeks but your Rep never noticed any such ACH payment while viewing my acc during our call on 5-25-23 5mins after receiving this strange email implying insufficient fund lol yeah ok Lendly you have an answer for everything right the problem is your a liar and this is all non sense. So feel free to explain as many times as you like and I will respond with the true. You never closed my 1st loan it was paid off in full

  Consumer’s Desired Resolution:
  Finish the Job

  Business response

  07/12/2023

  Lendly, LLC, has previously responded both to the BBB and directly to the customer regarding this issue. As previously stated, the lender with respect to the account at issue is Capital Community Bank (“CCBank”), a Utah state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Thus, CCBank is governed by both federal banking laws and the laws of the State of Utah. Moreover, pursuant to 12 U.S.C. § 1831d, CCBank has the authority to export Utah’s permissible interest rates. CCBank is legally permitted to conduct business in the state of Tennessee.
  In her complaint, the customer makes a number of claims, each of which will be individually addressed in this response. We hope to address these claims to her satisfaction. 
  First, the customer claims that her credit report inaccurately reflects two (2) open CCBank loans and that one of them should be closed by refinance.  Our investigation conducted in response to the customer’s initial complaint on 6/10/2023 resulted in a correction to her tradeline with TransUnion which was filed immediately.  We have confirmed with the credit bureau that this correction is now reflected on her tradeline.  We encourage the customer to verify the update with the credit bureau directly at her convenience.
  Secondly, the customer claims she was promised a refund for a payment debited from her checking account and has not yet received it. Our review of her account found that an ACH debit was processed to her bank account on 5/20/2023 which was returned unpaid by her banking institution on 5/25/2023.  A second ACH debit in the same amount was processed on 6/12/2023 and was also returned by her banking institution on 6/15/2023.  The email attached to the customer’s complaint is a notice of the return.  In this case, the term “returned” is being used to indicate that the banking institution declined to honor the debit, not that funds were received and then returned by either Lendly or CCBank.  We apologize for any incorrect information provided to her during her call to Lendly on 5/25/2023.  However, the email notice sent to the customer accurately describes the return.
  In closing, we hope that we have addressed the customer’s concerns to her satisfaction.  Further questions regarding her CCBank loan are best directed to the Lendly servicing team by either calling ***** ******** or by emailing ********************. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened a loan then refinanced it. I then paid the loan in full, with intentions of getting a new one and I was denied. I called to cancel my non normal payment since this was an additional payment I was told no. They closed my account and can't do that. Thus happened over a course of 3 days. I don't understand why my account was closed so fast it was even to the next billing cycle. Now when I log in it acts as if I was never a customer and won't show me my precious loans. I paid every payment on time with an allotment from my pay checks for 19 months! I pay if full and this is how I am treated?

  Business response

  04/17/2023

  Lendly, LLC (“Lendly”) is in receipt of the customer’s Better Business Bureau (“BBB”) complaint. We take the complaint filed by the customer seriously.  As an initial matter, Lendly’s records indicate that this matter was previously resolved with the customer prior to receiving the BBB complaint.  Nonetheless, Lendly has investigated the customer’s complaint. 
  
  Capital Community Bank (“CCBank”) is the lender on the customer’s June 2, 2022 loan and Lendly is an authorized servicer for CCBank. 
  
  In the complaint, the customer claims that she paid off her current loan and applied for a new loan with CCBank.  Additionally, the customer claims that her recent loan application was declined and then she requested to cancel her payoff payment. 
  
  Our investigation of the customer’s complaint confirms that she called in on March 28, 2023 and requested a payoff quote for her account.  Our records also indicate that the customer proceeded to pay off her loan in full on the same day and the account was closed with a zero balance.  The customer subsequently applied for a new loan with CCBank but her loan application was declined.  The customer then called in on March 30, 2023 to request to cancel her payoff payment. 
  
  Per the customer’s request, Lendly unapplied the payoff payment from her account and returned the funds to her on April 6, 2023.  We apologize for any miscommunication that might have occurred in relation to the customer’s request to cancel her most recent payment.  
  
  We pride ourselves on customer service, and we are sorry if the customer was in any way dissatisfied with her customer experience using Lendly. Should the customer have any further questions regarding her account, she may reach Lendly at ************.  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is charging interest instead of letting me pay them I have been paying more to get the bill payed quicker but there just charging more interest yes I missed a payment but with me paying more each time I had credit my payment is 82.76 but I pay 100.00 from my payrolls like direct deposit as you see from the picture I shared from there website of my payments

  Business response

  09/01/2022

  Lendly, LLC (“Lendly”) is in receipt of the customer’s August 26, 2022 complaint. We take the complaint filed by the customer seriously, and we hope that we can address this matter to her satisfaction.
  
  Capital Community Bank (“CCBank”) is the lender on the customer’s February 7, 2022 loan. Please be advised that CCBank is a Utah state-chartered bank with the Federal Deposit Insurance Corporation (“FDIC”) as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the State of Utah. As such, there is no limitation imposed on interest rates associated with an installment loan agreement with CCBank.  CCBank is legally permitted to conduct business anywhere within the United States.  Lendly is an authorized servicer for CCBank. 
  
  In the complaint, the customer claims, “this company is charging interest instead of letting me pay them” and “there [sic] just charging more interest”. 
  
  The customer’s claims are inaccurate and entirely without merit. As an initial matter, our investigation of the customer’s complaint confirms that the terms of the customer’s CCBank installment loan was properly disclosed to her prior to her acceptance of the loan. The CCBank loan application and loan documents, which were provided to the customer, clearly state all loan terms, and required disclosures in the in accordance with the federal Truth in Lending Act including her payment due dates, amounts, and an explanation of interest accrual.  Furthermore, the customer was provided with a copy of the Promissory Note that specifically states that interest will accrue on a daily basis on the unpaid Principal Amount. 
  
  Lendly reviewed the customer’s payment history and validated that both interest accrual and the application of payments were processed in accordance with the customer’s CCBank loan agreement. Lendly’s records indicate that the customer was making payments regularly up to May 27, 2022. However, three payments that were processed between July 12, 2022 and the date of the customer’s complaint were later returned by the customer’s bank. Due to the returned payments and daily interest accrual, the customer’s loan balance increased after the May 27, 2022 payment. Additionally, there is no record that Lendly declined a payment from the customer.  Accordingly, our investigation confirms that, although some of the customer’s payments prior to May 27, 2022 were for more than the scheduled payment amount, the customer’s loan balance properly increased due to the accrued interest between her May 27, 2022 and the date of the customer’s complaint. Although the customer claims to have made continuous payments, the customer’s complaint fails to account for the three returns.
  
  Lendly spoke with the customer on August 29, 2022 and explained that interest accrues daily on the account, that all payments were correctly applied to the loan and that the loan balance increased after the May 27, 2022 payment due to the returned payments and interest accrual.  Lendly also reviewed the payments received on the account with the customer and there was no discrepancy found.  The customer did not have any further requests.   
  
  We pride ourselves on customer service, and we apologize if the customer is in any way dissatisfied with her customer experience using Lendly. The customer should be advised that CCBank does not charge late fees or penalties for late payments and CCBank does not charge a prepayment penalty. Therefore, the customer is and has always been able to pay off the loan at any time without any additional fees. Customers who want to save money are encouraged to pay early, pay often, and pay more than the minimum amount due. If the customer has any further questions, they may reach Lendly at 844-453-6359.  Lendly thanks the customer for their business and hopes to meet their expectations in any future business.  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Lendly Loan (#******) that was closed with a balance. I have been trying to contact Lendly since January 24th, 2022 to arrange a payment plan or settlement. I have emailed personally 3 times over the course of the last 8 months, and received only automatic responses. I have tried utilizing two 3rd party debt management and consolidation companies to get ahold of them, and Lendly refuses to cooperate with 3rd party companies. This loan is reported on my credit file, and since they will not respond to me I cannot pay it or fix it. I cannot even pay online.

  Business response

  08/11/2022

  Lendly, LLC (Lendly), has reviewed the August 8, 2022, complaint from the customer and takes her concerns seriously.   Lendly’s records indicate that the customer obtained a loan from Capital Community Bank (“CCBank”) on May 19, 2021.  Please be advised that CCBank is a Utah state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the State of Utah. Lendly is an authorized servicer of CCBank. 
  Prior to Lendly’s receipt of the customer’s complaint, the account was transferred to a different entity. Therefore, as of the date Lendly received the customer’s complaint, Lendly was no longer servicing the customer’s account.  Nonetheless, Lendly has fully investigated this matter and is happy to respond to it.
  In the complaint, the customer claims that she has attempted to communicate with Lendly on multiple occasions since January 24, 2022. In addition, she claims that she has attempted to utilize “Third-Party Debt Management and Consolidation companies” to contact us.
  According to our records, at the time of the customer’s stated attempts to contact Lendly, the account was no longer owned CCBank nor serviced by Lendly.
  We pride ourselves on customer service, and we apologize if the customer is in any way dissatisfied with her customer experience using Lendly. If the customer has any further questions, she may contact her current servicer at ***** ********.

  Customer response

  08/16/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any communication or response from Lendly since January 2022, regarding my loan or my loan being transferred. Myself as well as two third-party agencies have been reaching out for 8 months, and not a single time has Lendly replied. If the loan was transferred, I have no information or notice on when the loan was transferred, who it was transferred to, how to get in touch, etc. 
  
  Sincerely,
  
  ******* ****

  Business response

  08/17/2022

  Lendly, LLC (Lendly), has previously responded to the BBB regarding this issue. As previously stated, at this time, and at the time of the customer’s stated attempts to contact Lendly, the customer’s account was no longer owned CCBank nor serviced by Lendly.
  We advise that the customer contact her current servicer at ***** ********. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am getting emails about this company and i have never applied for a loan are received a loan from this company. I keep telling them they keep trying to get me to pay a crazy amount for a loan i never got or requested. The payment started at 1500 now its all the way down to 400 can this company be looked into please

  Business response

  06/09/2022

  Lendly, LLC. (“Lendly”) is in receipt of the customer’s June 2, 2022, complaint. We hope we can address this matter to her satisfaction. 
  Please be advised, Capital Community Bank (“CCBank”) is the lender on the customer’s loan.  CCBank is a **** state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the State of ****. Lendly, LLC is an authorized servicer of CCBank.
  Lendly has reviewed the customer’s complaint and takes claims of identity theft and fraud seriously.  According to our investigation, a loan in the customer’s name was originated on 5/22/2020. As of the date of the customer’s instant complaint, our records reflect that from 6/7/2020 to 9/26/2020, eight payments were made on the customer’s loan at issue. Our records also show multiple interactions with the customer regarding the loan with Lendly’s loan service team.  Specifically, the customer was able to provide personally identifiable information to validate her identity and accurately discussed payments made on her loan.  Significantly however, none of the interactions with the customer included a claim of fraud or identity theft. The customer did not reach out to Lendly directly to discuss her claim prior to filing with the BBB.  Upon receipt of this complaint, Lendly reached out to the customer via email and phone call, but our attempts have been unsuccessful. 
  Notwithstanding the customer’s payment history and multiple previous interactions with Lendly concerning the account at issue, if the customer believes this loan was issued fraudulently, we ask that she send the following documentation to assist with Lendly’s investigation of her account.
  A filed police report
  A bank statement from May 2020
  A copy of her driver’s license or other government identification
  A utility bill for May 2020 with her name and address listed
  Any other documents which may help in our investigation
  The customer should provide this documentation by either sending an email to [email protected] or mailing the documentation to *** ***** **** ****** ******* ** *****.  ATTN: Compliance Dept.
  If the customer would like to further discuss her claim or Lendly’s investigation of her account, she can contact us at (937) 228-5600.  We look forward to helping her resolve this matter.  
  The customer can learn more about handling identity theft by contacting the Federal Trade Commission at www.consumer.gov/idtheft, calling ***** ******* **********, or writing to the Federal Trade Commission, Consumer Response Center, *** ************ ******* *** *********** ** *****. 

  Business response

  06/14/2022

  Lendly, LLC, has previously responded to the BBB regarding this issue. As previously stated, the lender with respect to the account at issue is Capital Community Bank (“CCBank”), a **** state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Thus, CCBank is governed by both federal banking laws and the laws of the State of ****. Moreover, pursuant to 12 U.S.C. § 1831d, CCBank has the authority to export ****’s permissible interest rates. CCBank is legally permitted to conduct business anywhere within the United States, including the state of *****.
  Due to consumer financial privacy rules, we are unable to share more specific details of our response with the BBB regarding the customer’s concerns.
  Upon receipt of this complaint, Lendly reached out to the customer via email and phone call, but our attempts have been unsuccessful. If the customer believes this loan was issued fraudulently, we ask that she send the following documentation to assist with Lendly’s investigation of her account.
  A filed police report
  A bank statement from May 2020
  A copy of her driver’s license or other government identification
  A utility bill for May 2020 with her name and address listed
  Any other documents which may help in our investigation
  The customer should provide this documentation by either sending an email to [email protected] or mailing the documentation to *** ***** **** ****** ******* ** *****.  ATTN: Compliance Dept.
  If the customer would like to further discuss her claim or Lendly’s investigation of her account, she can contact us at ***** ********.  We look forward to helping her resolve this matter.  
  The customer can learn more about handling identity theft by contacting the Federal Trade Commission at www.consumer.gov/idtheft, calling (**** ******* *********** ** ******* ** *** ******* ***** *********** ******** ******** ******* *** ************ ******* *** *********** ** ****** 

  Customer response

  06/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: again this is not my account i never heard or dealt with this company.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a loan that I paid off last year, I can’t remember the month I paid it off. I was still making the payments without me knowing because it was direct deposit straight from my paycheck before I even got my check into my own bank account, so I never saw the money leave. I was making payments of $98 and some change and had made 9 payments extra, above what my loan was requiring to be paid off. Those 9 payments were taken after the loan was paid off. I have contacted Lendly a number of times trying to get my money back that I had over paid. They informed me my checks were mailed to me but I never got them. I was told they were mailed to my old address. I did put in a change of address with the post office prior to any of this and I never got my checks. They are refusing to look into the matter to even see if someone that doesn’t have my name cashed them or not. I never got the checks, never got my money back, never got a resolution on. I have been given the run around on this entire situation.

  Business response

  04/08/2022

  Good Morning, 

  Response to the BBB attached - ******** **** / #********

  Thank you

  BBB Complaint #******** – ******** ****

  Lendly, LLC (“Lendly”) is in receipt of the consumer’s April 1, 2022, complaint. We take the complaint filed by the customer seriously, and we hope that we can address this matter to her satisfaction.

  Capital Community Bank (“CCBank”) is the lender on the consumer’s September 14, 2020, loan. Please be advised that CCBank is a Utah state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the State of Utah. Lendly is an authorized servicer for CCBank.

  According to our investigation, the customer paid her loan in full on May 27, 2021, by direct deposit from her employer; however, she continued to have direct deposit payments in the amount of $98.47 withdrawn from her paycheck. Upon receipt of the customer’s notification, Lendly mailed eight refund checks to the customer between June 2, 2021-September 8, 2021, at the address on file, provided by the customer on the loan application.

  Following receipt of the instant complaint, Lendly’s investigation revealed that, unfortunately, the customer never received the previously sent refund checks, as the customer changed her address. As such, Lendly created a new $708.19 refund check, which includes $18.64 refunded from the customer’s final payment on May 27, 2021, to mail to the customer’s current address.  Lendly spoke with the customer on April 7, 2022, notifying her that the refund check would be sent to her new address. The customer was satisfied with the resolution. 

  We pride ourselves on customer service, and we apologize if the customer is in any way dissatisfied with her customer experience using Lendly. If the customer has any further questions, she may reach us at ************. Lendly thanks the customer for her business and hopes to meet her expectations in any future business.

  Customer response

  04/08/2022

  
  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

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lendly withdrew two payments from my paycheck to repay a loan with them. I am scheduled to make a payment twice a month, on the 10th and 25th. Lendly proceeded to withdraw my loan payment on 2/24 and then again on 2/25. When I called to get a refund I was told it would take 30 days to process. They denied any interest accrual during this time period. I would be receiving a check within 30 days to my home address which was verified. I called today to check the status and the rep told me there was no transactions for a refund. Again, any interested was declined and I was told I could not have the reps name who essentially lied to me.

  Business response

  03/31/2022

  BBB Complaint #******** – ****** *******

  Lendly, LLC (“Lendly”) is in receipt of the consumer’s March 22, 2022, complaint. We take the complaint filed by the customer seriously, and we hope that we can address this matter to his satisfaction.

  Capital Community Bank (“CCBank”) is the lender on the consumer’s October 7, 2021, loan. Please be advised that CCBank is a Utah state-chartered bank with the Federal Deposit Insurance Corporation as its primary federal banking regulator. Consequently, CCBank is governed by both federal banking laws and the laws of the State of Utah. Lendly is an authorized servicer for CCBank.

  According to our investigation, the customer obtained a CCBank loan with direct deposit payments of $79.87 scheduled to be withdrawn by his employer on the 9th and 24th of the month. The customer received a bonus check from his employer causing there to be an additional $79.87 direct deposit payment applied to the account on February 25, 2022. Unaware of the direct deposit policies, the customer spoke with Lendly on February 28, 2022, requesting to receive an immediate refund. The Lendly agent explained to the customer that the refund check may take up to 30 days to receive in the mail.

  On March 22, 2022, Lendly checked the status of the customer’s refund. Unfortunately, due to inadvertent agent notation errors, the refund request was not fully processed on February 28, 2022. During a March 22, 2022, telephone call with the customer, the customer spoke with a Lendly supervisor who promptly filed the refund request and apologized to the customer for the error. Lendly spoke again with the customer on March 23, 2022 and informed him that a refund check in the amount of $79.87 was printed and mailed for overnight delivery. Lendly also assured the customer that it would provide the appropriate agent training due to the refund processing and notation errors. During the March 23, 2022, call, the customer appeared satisfied with the resolution.

  We pride ourselves on customer service, and we apologize if the customer is in any way dissatisfied with his customer experience using Lendly. If the customer has any further questions, he may reach us at ************. Lendly thanks the customer for his business and hopes to meet his expectations in any future business.

  Response Letter to the BBB attached. 

*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. ↩