ComplaintsforNC Financial Solutions, LLC

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For account *******, NetCredit processed payments on dates other than my paydays. I payed $75 in non-sufficient funds fees to my credit union as a result. I asked NetCredit to change the dates and sent verification of my payroll paychecks. I did not hear anything back from NetCredit. On 11/24/2021, I received an email from NetCredit stating that my credit report would receive negative remarks if I did not resolve. I called and explained that I previously asked that the dates be changed to my paydates (info I provided when I signed up for the loan). The representative scheduled 3 payments from my account and told me that would resolve the collection activity. I received no resolution of the $75 in bank fees. Even though I made these payment arrangements with NetCredit, they still proceeded to report my account as 30 days past due to the credit bureaus. I believe that NetCredit deliberately creates a situation where the borrower gets caught in a cycle of late payments and additional fees. Reporting negative information on the borrower's credit report causes the borrower to be dependent on NetCredit for future loans, since with makes it harder for them to obtain credit from other creditors. This is predatory behavior.

  Business response

  12/23/2021

  December 23, 2021

  
  Better Business Bureau of ******* & Norther ********, Inc.
  ********************************************** 6061
  
  To whom it may concern:

  
  We have received the complaint sent to the Better Business Bureau (BBB) by Mr. ********************* regarding the NetCredit Line of Credit account (the Account) referenced in the complaint. As we understand **************** complaint, he asserts that his pay frequency is not accurate.

  
  On May 22, 2021, ************** opened a $3,200.00 line of credit, offered by ************* & ************* (*************), and serviced by NetCredit.  ************** then signed his line of credit agreement acknowledging that he understood and accepted the terms and conditions associated with the line of credit.  Further, ************** signed an Automated Clearing House (ACH) authorization, allowing debits to be made from his bank account. 

  
  Based on our review, on October 22,2021, ************** had a regularly scheduled payment due. Subsequently, he contacted our customer service department and advised that his pay due dates were not in alignment with his pay frequency. We require at least two business days advance notice to make changes to an account. As such, he was advised to submit a copy of two of his most recent paystubs or a current bank statement to update his billing cycle pay dates. In addition, he was advised  that the due date minimum payment on his current schedule will stay the same until the update has been completed.
  
  Please be advised, if ************** anticipates that an upcoming due date doesnt line up with his pay date, he has the option to contact our customer service department via phone or email to request to change his due date. In addition, he can also adjust his due dates by logging into his account.  Please be advised, this information is also listed on our website and in our email.

  
  On October 26, 2021, ************** provided the required documentation to update his billing cycle pay dates. On November 18, 2021, a confirmation email was sent to ************** advising that his billing cycle has been updated and the change will take place on his next billing statement (November 20, 2021).
  
  During that time ************** still had payments due on October 22, 2021, November 5, 2021 and November 19, 2021.Unfortunately, these payments were returned by **************** financial institution, therefore his account balance became past due and our collection efforts were initiated. Contrary to **************** assertion, on November 26,2021, ************** contacted our customer service department to adjust his upcoming payment due on December 3, 2021 to December 10, 2021 and to schedule a payment arrangement for the past due balance of $185.32.  Based on our review, ************** did not contact us to adjust his payment due dates as advised.
  
  If ************** has any additional questions regarding this matter, we ask that he please contact our customer service department at ************, Monday Friday, 8:00am 8:00PM CT or Saturday Sunday, 9:00am 5:30PM CT.
  
  Thank you.

  
  

  Customer response

  12/28/2021

   
  Complaint: 16367964
  
  I am rejecting this response because:
  
  When I signed the original agreement with the institution they asked what my pay dates were. My payments were always taken out when I got paid or shortly after based on weekends, etc. 

  After I submitted confirmation, again, of my pay dates to Netcredit, they should have immediately made sure that my next few payments were processed on the correct date. I understand that it can take a couple of days for transaction processing changes, but there is no reason the next two payments should have been executed on the wrong date.
  

  My argument is that companies like NetCredit make it next to impossible for clients to update banking and payment information. There are many hoops that the client has to jump through. Even after I made arrangements for the past due amounts, I was told that I needed to watch my emails after to make sure that I called at just the right time to, AGAIN, tell them what my correct payment dates are. My sending paycheck confirmations and verbally expressing this over the phone was not enough for them to go ahead and make future adjustments.  It is ridiculous.  They are definitely not a company that puts their clients interests first.

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

  Business response

  01/05/2022

  Thank you for forwarding *************** additional correspondence to our attention. As we understand it, ************** is displeased with the process regarding updating the pay dates in our system.
  

  When ************** contacted us regarding updating his pay dates, we explained that we would need copies of two of his most recent paystubs.  Additionally, we advised him that once those documents were received, his payment due date would not reflect as updated until the next pay cycle.  He provided the required documents on October 26, 2021 and the pay schedule was updated starting with his November 20, 2021 billing cycle.  In the meantime, he owed payments for his October 22, 2021, November 5, 2021 and November 19, 2021 payment due dates.
  
  Our records indicate **************** upcoming due dates coincide with his updated pay dates, starting with November 20, 2021 as detailed above.
  

  We apologize for an inconvenience this process has caused ************** and appreciate his time providing this candid feedback.  If he has any additional questions regarding this matter, we ask that he please contact our customer service department at ************, Monday Friday, 8:00am 8:00PM CT or Saturday Sunday, 9:00am 5:30PM CT.
  
  Thank you,

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I receieved 3 credit denial notices with 3 application numbers. I didn't fill out an application and was told to go to the site, try to login, if I can't I should make an account. I then have to file a police report and send it back. If I was denied credit why do I have an account? Why can't you give me the information? Why do I have to make up an account to get additional info about a denial? I was also told it was probably random... so 3 seperate application numbers is random? This makes no aense but it is your protocol. I have to do all of that for you to investigate 3 denial letters. Makes no sense!

  Business response

  12/21/2021

  December 21,2021
  
  Better Business Bureau of ******* & Norther ********, Inc.
  ********************************************** 6061
  
  To whom it may concern:
  
  We have received the complaint sent to the Better Business Bureau (BBB) by ********************************. As we understand it, *************************** is asserting that she is the victim of identity theft and wishes to have the hard credit inquiry removed from her credit report.
  
  Our records indicate that three applications for a loan with NetCredits bank partner,************* & ************** matching ***************************** personal information were submitted on December 2, 2021. The initial application was made through one of our marketing service providers, Even Financial, at 10:43AM on December 2, 2021.  The two subsequent applications were submitted directly through our website; one at 10:44AM and the other at 2:52PM on December 2, 2021.
  
  During the application process, *************************** provided several pieces of Personally Identifiable Information (PII), including her date of birth, social security number, address, and phone number.  In addition, as part of the application process, *************************** authorized NetCredit and/or ************* to obtain credit reports from consumer reporting agencies.
  
  After extending a loan offer based off her application information, *************************** did not sign a contract and proceed with a NetCredit loan and was provided with a notice of adverse action (a NOAA) as required by law. Therefore, a loan was not issued.
  
  It appears ************************** contacted the NetCredit customer support team to assert that she did not apply for a loan and instead may be the victim of fraudulent transaction. In accordance with our policy, she was asked to file a police report and provide a full copy to NetCredit to launch an internal investigation.
  
  At this time, our records do not indicate that she has submitted the required documentation. We ask that *************************** please submit a copy of the police report to:
  
  NetCredit
  Fax: ************
  Email: *******************************************
  
  Upon receipt of the police report, our fraud department will begin review of her identity theft claim.
  
  Additionally, if ************************** believes that she is a victim of identity theft, we strongly encourage her to file an identity theft report online with the ************************ (***) at https://www.identitytheft.gov/. The *** can provide suggestions on how to protect her PII going forward and how to alert other agencies, such as credit bureaus, that her PII may be compromised.
  
  If ************************** has any additional questions regarding this matter, we ask that she please contact our customer service department at ************, Monday Friday, 8:00AM 8:00PM CT or Saturday Sunday, 9:00AM 5:30PM CT.
  
  Thank you.
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the last 2 months I have tried to reach this company at least 6 times via phone and email you can never get a real person to talk too. I've explained that i need to change my upcoming payment due date. I get no response from the company. The month of Nov. they didn't respond and it cost me $38 in overdraft fees from them not responding to calls and emails. .My complaint is you can no longer get any response from this company.

  Business response

  12/17/2021

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  We sincerely apologize for Ms.Derryberrys experience and will take this feedback as an opportunity to investigate our customer support center operations and look for potential opportunities for improvement.
  

  Based on our review,we can confirm that ************************ has since spoken with NetCredit customer support and her inquiry regarding her account has been addressed.
  

  In our continued effort to assist ************************, we have attempted to contact her on December 10, 2021 and December 13, 2021, however she has not contacted us back.
  

  Should she have any additional questions she is welcome to call ************ between the ***** of ****** Friday 8 a.m. 8 p.m. CT Saturday Sunday 9 a.m. 5:30 p.m.
  

  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely upset that I cannot get through to their customer service. Have been trying for 2 days. Waited on the phone for hours and my call gets dropped. I have a pending loan that needs new bank info. This is terrible business in my opinion. Is there another number I can call??????

  Business response

  12/16/2021

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution. We understand ****************** was frustrated by her attempts to contact the NetCredit customer support team. 
  

  On December 6, 2021, ****************** submitted an application with ************* & ************* (Republic) for a loan product, which is serviced by NetCredit.
  

  Based on our review, it appears ***************** contacted our customer support team via telephone several times on December 6, 2021, December 7, 2021 and December 9, 2021, however, after a small hold time, she disconnected the various calls. ****************** eventually spoke with our customer support on December 6, 2021, December 7, 2021 and December 9, 2021 during which she was able to update her bank account information to receive her loan funding.
  

  Should ****************** have any additional questions, we ask that she please contact our customer service department at ************, Monday Friday, 8:00am 8:00PM CT or Saturday Sunday, 9:00am 5:30PM CT.
  

  Please let me know if you need anything else as you review this matter.
  

  Thank you.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot get to a live person at customer service. I need to speak to a live person involving my loan and I cannot do this through online because what I need is not available online. I have tried daily for the last two weeks to get ahold of customer service but the automated system doesnt transfer me despite me choosing the option zero. It just goes back into automated system to choose other options. Ive sent two emails, and they have not responded and its been more than 48 hours since the first email. Ive tried all numbers listed on the website. Are they no longer in business? Ive seen similar complaints filed regarding their customer support and the automated system. They need to fix this issue!

  Business response

  12/13/2021

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  We sincerely apologize for ******************** experience and will take this feedback as an opportunity to investigate our customer support center operations and look for potential opportunities for improvement.
  

  We can confirm that ****************** has since spoken with NetCredit customer support and her inquiry regarding her account has been addressed. Should she have any additional questions she is welcome to call ************ between the ***** of ****** Friday 8 a.m. 8 p.m. CT Saturday Sunday 9 a.m. 5:30 p.m.
  

  Please let me know if you need anything else as you review this matter.
  

  Thank you.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been trying to contact a customer service agent for 2 days to try and change my email associated with my social security number but to no avail. I waited on hold for a total of 5 hours within the 2 days. The call ends up dropping on their end and its frustrating. Im trying to apply for a loan that Im approved for and cannot get ahold of anyone to assist me with what I need.

*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. ↩