Complaints
This profile includes complaints for Possible Finance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 333 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/17/2024
Type: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.
The company, listed as "Possible Finance," shows a balance of, $105, updated as of November 30, 2024, which has been resolved and paid in full. - Despite the resolution, this balance remains on my credit report in a negative status. - The only information available for this company includes an invalid address (*****************) and a phone number *************). Attempts to locate their full address through further searches ******* and BBB) have failed, raising concerns that the company may be fraudulent or cloned. - Each time I have mailed a formal dispute letter to request removal and resolution, my letter has been returned as, undeliverable, due to the invalid address.
Business Response
Date: 12/30/2024
ID: ********
Date: 12/30/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 12/17/2024.
The customer is alleging that a balance of $105, which they already resolved and paid in full with a company called "Possible Finance," is still being reported negatively on their credit report.
The customer mentioned that despite the resolution, the negative status remains on their credit report. Additionally, the customer alleged that the company might be fraudulent or cloned, as the only contact information available is an invalid address (*****************) and a phone number. Attempts to find a valid address via ****** and the BBB have failed. The customer also alleged that they have mailed formal dispute letters requesting the removal of the negative mark.
The customer submitted an identity theft complaint to the ************************ (***) and attached a copy of their identity theft complaint affidavit to the BBB complaint. They alleged that they are a victim of identity theft and claimed that an identity thief used their personal information without permission to make the following charge: $105 to Possible Finance.
We appreciate the customer sending us their concerns. At this time, we do not offer phone support. Our primary support channel is through email, and we strive to respond to all inquiries as quickly as possible. Please email us at *********************************** We understand the frustration of not receiving a prompt reply, and we're currently working to improve our response times.
In addition, you can request a callback or leave us a voicemail at ************. Our outbound phone support team will return your call within 1-2 business days. We aim to provide the best service possible and hope this option will better meet your needs.
The Companys records indicate that loan was originated on 03/05/2019. When the customer applied for a loan, they provided the following information: current address, verified phone number, email address, SSN, DOB, full name, California drivers license, and a live photograph (selfie).
In compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Personally
Identifiable Information (PII) was checked and verified to protect the Company and the customer
from identity theft. The ***** requires the Company to implement a program to help prevent,
detect, and mitigate identity theft for its customers. Once the customer was verified and approved, they were prompted to review and sign the loan agreement that was later available in the *************** app.
Their loan agreement requires them to make four repayments of $52.94 by 3/14/2019, 3/28/2019, 4/11/2019, and 4/25/2019.
Below is the summary of their payments:
03/20/2019 - Payment failed via ACH due to "[Returned on Debit] R16 --- Account Frozen" error
03/28/2019 - Payment failed via ACH
04/11/2019 - Payment failed via ACH
04/25/2019 - Payment failed via ACH
The loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status and has four (4) remaining payments of $26.47 each, for a total of $105.88. The account was later placed with TrueAccord for collections.
We recommend that the customer submit their payments through **********. This will ensure payment information is not confused and kept in one place. The vendor will also provide more options for flexibility around payments.
If you have already settled or repaid your loan with TrueAccord, please contact Possible Finance immediately.
They can contact TrueAccord directly about your account by emailing them at ************************************.
Based on the above, Possible cannot delete the customers reporting information since as a
furnisher under the ***** Possible must report all payment information in a fair and accurate
manner.
However, if the customer still suspects that the loan is fraudulent, then she should file a police
report and submit an identity theft affidavit. After she provides a police report and complaint
affidavit, the Company will proceed with the investigation. If we conclude that there was identity
theft or fraud involved, the Company will remove the disputed loan from the credit reports by
filing an Automated Universal Dataform (AUD).
Thank you.Customer Answer
Date: 12/30/2024
Complaint ID: 22698924
I am rejecting this response because:Dear Resolutions Specialist,
Due to the numerous discrepancies and unresolved issues, as well as the clear violations of consumer protection laws, I am formally requesting the removal of this account from my credit reports with TransUnion, Equifax, and Experian. Respectfully I ask due to my hardship. that so little can do, and has done to my credit worthiness!
Reasons for Request:
Inaccurate Reporting and FCRA Violations:
Prolonged unresolved disputes and inaccurate information violate my rights under the Fair Credit Reporting Act (FCRA).
Specific violations include failure to investigate disputes (15 U.S.C. 1681i(a)), duty to report accurate information (15 U.S.C. 1681s-2(a)), and failure to provide valid contact information (15 U.S.C. 1681g(a)).Timeline for Removal:
Given the age of the account and its prolonged negative impact on my credit profile, it is clear that the law under FCRAs 7-year reporting limit (15 U.S.C. 1681c) applies:Under the Fair Credit Reporting Act (FCRA), negative information, including accounts in default or charged-off status, must generally be removed from your credit reports after 7 years from the date of the first delinquency. This rule ensures that outdated accounts do not unfairly impact your credit profile indefinitely. FCRA 15 U.S.C. 1681c(a): Credit bureaus are required to remove delinquent accounts, collections, and charge-offs after 7 years.
Consumer Harm:
The unresolved issues and discrepancies have caused me significant financial and emotional harm, which continues to hinder my ability to access fair credit opportunities.Resolution Requested:
I am requesting the immediate removal of this account and all related information from my credit files with all major credit reporting agencies. I believe this account shouldn't remain, I request a full explanation supported by verifiable evidence, including documentation of all investigation efforts made to date.Please confirm the removal or provide a detailed resolution plan promptly, please.
Sincerely,
******* Yaminah *****Business Response
Date: 01/10/2025
ID: ********
Date: 1/10/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a second ******************** complaint against Possible Financial, **** (Possible) on 1/7/2024.
The customer has rejected the Companys response and alleged the existence of numerous discrepancies and unresolved issues, in addition to clear violations of consumer protection laws. The customer has further claimed ******************** hardship and has formally requested the removal of their account from credit reports maintained by **********, Equifax, and Experian.
The customer alleged the Company has violated multiple sections of the Fair Credit Reporting Act (FCRA). The customer cited 15 USC ******** due to the Companys failure to investigate the disputed information. They alleged violation of 15 USC 1681s-2(b) due to not updating or deleting incorrect information after being notified. Finally, they alleged violation of 15 USC 1681g(c)(1) due to failure to provide valid contact information.
The customer cited (15 U.S.C. ******. Given the age of the account and its prolonged negative impact on my credit profile, it is clear that the law under FCRAs 7-year reporting limit. Under the Fair Credit Reporting Act (FCRA), negative information, including accounts in default or charged-off status, must generally be removed from your credit reports after 7 years from the date of the first delinquency. This rule ensures that outdated accounts do not unfairly impact your credit profile indefinitely. **** 15 U.S.C. 1681c(a): Information excluded from consumer reports and stated that credit bureaus are required to remove delinquent accounts, collections, and charge-offs after 7 years.
You asserted that you experienced financial hardship; however, the Company has no record of any communication from you regarding a request for a payment plan or hardship relief. The Company made multiple attempts to contact you via SMS and email, sending payment reminders. No response was received from you until the account was charged off.
Furthermore, you initially disputed the loan as fraudulent but later acknowledged its legitimacy, citing financial hardship as the reason for your inability to fulfill the repayment obligations.
Per our previous response. The Companys records indicate that loan was originated on 03/05/2019. When you applied for the loan, you provided the following information: current address, verified phone number, email address, SSN, DOB, full name, California drivers license, and a live photograph (selfie).
In compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Personally
Identifiable Information (PII) was checked and verified to protect the Company and the customer
from identity theft. The ***** requires the Company to implement a program to help prevent,
detect, and mitigate identity theft for its customers. Once your information was verified and approved, you were prompted to review and sign the loan agreement that was later available in the *************** app.
Your loan agreement requires you to make four repayments of $52.94 by 3/14/2019, 3/28/2019, 4/11/2019, and 4/25/2019.
Below is the summary of your payments:
03/20/2019 - Payment failed via ACH due to "[Returned on Debit] R16 --- Account Frozen" error
03/28/2019 - Payment failed via ACH
04/11/2019 - Payment failed via ACH
04/25/2019 - Payment failed via ACH
The loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status and has four (4) remaining payments of $26.47 each, for a total of $105.88. The account was later placed with TrueAccord for collections.
We appreciate your acknowledgment of Possible Finance's compliance with the Fair Credit Reporting Act (FCRA) and your understanding of the Companys obligation to report accurate information.
We acknowledge your request for the deletion of the tradeline due to financial hardship. However, we must inform you that the Company does not offer tradeline deletions. While we strive to provide our customers with flexibility, no formal hardship relief request was submitted at any point during the term of the loan (2019) until recently, January 2025.
Our obligation is to report accurate information to the credit bureaus, and this includes the accurate reporting of accounts that have been charged off.
An account is considered charged-off when there is an outstanding balance on the account that is more than 90 days past due. Unfortunately, even if the account is fully repaid after this, it's still considered charged-off to the credit bureaus. If you repay the loan, the account will be updated to reflect that it is "paid". However, the charged-off status is unable to be removed.
As a lender reporting to ********** and Experian, were required to report all information accurately and consistently in accordance with the policies of those bureaus. Were not able to offer tradeline deletion or otherwise delete accurate information from our reporting.
In your complaint to the Consumer Finance ***************** (CFPB) and Better Business Bureau (BBB) you cited 15 U.S.C. ***. 1681i(f)(3), which states 15 U.S. Code 1681i - Procedure in case of disputed accuracy, (f) Reinvestigation requirement applicable to resellers, which has no relevance to your loans as the Company is not a reseller under the Fair Credit Reporting Act (FCRA). You cited 15 U.S.C. 1681i(a)(1)(A), 1681i(a)(1)(B), and 1681i(a)(1)(C); the Company has amended your credit report. You cited 1681i(a)(2) and 1681i(a)(3) however, these are relevant to a *** and the Company is not a credit reporting agency (***).
You cited 15 USC 1681C (a)(5) and stated this account is an adverse item that the Company is reporting without your permission which is against the law; however, you are incorrect as the Company may report this information. You cited 15 U.S. Code 1681s2 (A)(1)(A) however, as stated above, the Companys reporting is accurate and although you cited 15 U.S. Code 1681e, the Company is not a CRA.
The loan was charged off on 7/24/2019. As per the ****, please note that a charged-off account may remain on a credit report for up to seven years.
Thank you.Initial Complaint
Date:12/05/2024
Type: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.
On Dec 2 I was trying to get a loan but the companys app was forcing me to accept a credit card. It did not allow me to cancel the card or do anything else in the app unless I accepted the credit card. Now I try to cancel the card and they are charging me for a card I did not want. I emailed them the same day to make them aware of it and they insist that I pay.Business Response
Date: 12/13/2024
ID: ********
Date: 12/13/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer initially filed a ******************** complaint against Possible Financial****** ("Possible") on 12/5/2024. They claimed that on December 2, while attempting to apply for a loan through the company's mobile app, they were forced to accept a credit card they did not want. The customer stated that the app did not allow them to cancel the card or proceed with any other actions unless they accepted it. They also alleged that despite trying to cancel the card, they were being charged for it, and that the company insisted they pay, even after the customer contacted them via email on the same day.
We appreciate the customer bringing this issue to our attention.
Upon further review, the customer received a credit card offer from Possible, applied for the card, and accepted the agreement.
The customer emailed ********************** to request a cancellation of the card. Our customer service representative explained:
"Your membership fee began as soon as you accepted the agreement. Since your card application was submitted through the app on 12/02/2024, the fee is now in effect.
You will be charged the monthly membership fee on the 1st of each month until the card balance is paid in full and the card is canceled.
Please confirm if you'd still like to cancel at this time, and I'll proceed with your request."
A $16 monthly membership fee was applied to the customer's card balance. However, because the customer reported that they did not want the card, our Escalations and Resolution Specialist followed up with the customer and waived the $16 fee.
The issue has been addressed and the card has been canceled.
Thank you.Initial Complaint
Date:12/04/2024
Type: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.
To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ****************************** ACCT #: ************************* ***. $147.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Business Response
Date: 12/13/2024
ID: ********
Date: 12/13/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer initially filed a ******************** complaint against Possible Financial, **** (Possible) on 12/5/2024. The customer is alleging that their credit report contains inaccurate information, specifically related to the account ************************ ACCT #: ************************* with a balance of $147.00. The customer is requesting the Company to provide copies of the documents used to verify the accuracy of the account.
The customer is citing Fair Credit Reporting Act, 15 U.S.C. 1681g and stated, I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness."
The Companys records indicate that the customer has previously repaid 1 loan with Possible. The first loan was originated on 08/12/2023 and is in ******* status. The customer took out another loan on 10/10/2022 for $250.00.
The second loan is the subject of the customers complaint. The second loan, ************************* is in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status with two remaining payments.
The four (4) repayments of the second loan were originally scheduled for the following dates: 10/30/2023, 11/13/2023, 11/27/2023, and 12/11/2023.
On 10/30/2023, the customer completed the first payment via ACH/checking account.
On 11/13/2023,the customer completed the second payment via ACH/checking account.
On 11/24/2023, the third payment was initiated via ACH/checking account. Unfortunately, the payment failed due to R02 (Account closed).
The customer switched their payments over to a debit card.
On 12/11/2023, the third payment was initiated via debit card. However, it came back as unsuccessful due to a "Closed Account / Issuer Refused" error.
A loan enters ChargedOff_Collections status when it is more than 90 days past due.
The loan went into default on 12/11/2023 and was charged off on 3/9/2023. We sent payment reminders via email and SMS, but we have not received a response from the customer.
You cited ****, 15 U.S.C. *****. The Company has not violated your rights under the ****, 15 U.S.C. 1681g. 15 U.S.C. 1681 relates to Disclosure to Consumers, and (g) relates to Disclosure of credit scores by certain mortgage lenders. The Company is not a mortgage lender. Thus, this section has no applicability to your loan.
You stated that if the Company does not have any documentation in our files to verify the accuracy of these disputed accounts, then the Company must delete them immediately as required under Section 611(a)(5)(A)(i). 611 (a)(5)(A)(i) relates to reinvestigations in case of a disputed accuracy, and relates to action that must be taken by a consumer reporting agency. Please note that the Company is a furnisher and not a consumer reporting agency.
We recommend that the customer contact the company at ********************************** to update their payment information. Our support team will be happy to assist them with any remaining payments.
Based on the above, Possible cannot delete the customers reporting information since as a furnisher under the ***** Possible must report all payment information in a fair and accurate manner.
Thank you.Initial Complaint
Date:12/04/2024
Type: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.
This company has reported an account on my credit report that I am not aware I have no idea or authorize any person to use. I reached out attempting to try to resolve this issue multiple times I file disputes with them. I tried to contact them multiple times via telephone via email and I havent got no response. They are not trying to cooperate and try to resolve this matter. I need this Account off my credit report . i feel like Im left with no option ,not being able to contact nobody without being able to get a response back. They claim they have talked to me but that is incorrect. The account they reported on my account is of $158, I really need this off my credit reports and am willing to try and work somethIng out even though this is not my account just to get it removed but even then I cant get ahold of nobody or cant even get a response or someone to call me.Business Response
Date: 12/10/2024
ID: ********
Date: 12/10/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 12/4/2024.
The customer alleged that the Company has reported an account on their credit report without
their knowledge or authorization. They claimed that they never opened the account, which has a
reported balance of $158. They alleged that despite filing disputes and attempting to contact the
Company multiple times via phone and email, they have received no response.
The customer alleged that the Company falsely claims to have spoken with them and expresses
frustration at the lack of cooperation and communication. The customer is requesting to remove
the account from their credit report and mentioned that they are even willing to negotiate a
resolution but are unable to reach anyone to address this matter.
The Companys records indicate that loan was originated on 05/03/2019. When the customer
applied for a loan, he provided the following information: current address, verified phone
number, email address, SSN, DOB, full name, his California drivers license, and a live
photograph (selfie).
In compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Personally
Identifiable Information (PII) was checked and verified to protect the Company and the customer
from identity theft. The ***** requires the Company to implement a program to help prevent,
detect, and mitigate identity theft for its customers. Once the customer was verified and
approved, they were prompted to review and sign the loan agreement that was later available in
the *************** app.
Their loan agreement requires them to make four repayments of $52.94 by 5/17/2019,
5/31/2019, 6/14/2019, and 6/28/2019.
Below is the summary of their payments:
? On 05/16/2019, one payment was completed via ACH
? On 05/30/2019, the remaining payment was attempted via ACH and it came back as
unsuccessful due to R16 (Frozen Account).
? On 06/13/2019 the remaining payment was attempted via ACH and it came back as
unsuccessful due to R01 (Insufficient funds).
? On 06/18/2019 the remaining payment was attempted via ACH and it came back as
unsuccessful due to R01 (Insufficient funds).
Additionally, our records show some email correspondence from the customer regarding their
loan.
****** ******* *****
Jun 21, 2019 07:35
I want to submit a payment but it doesnt go through ! I have funds but keeps rejecting how can I pay
another way? Can I mail a check or something?
****** ******* *****
Jun 01, 2019 12:15
Hi I linked a different account to pay my loan but it says I cant chose it right now , I closed my Citi
bank account so want to set this up so my payment can be made on time
The loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status and has 3
remaining payments. The account was later placed with Indebted for collections.
We recommend that the customer submit their payments through Indebted. This will ensure
payment information is not confused and kept in one place. The vendor will also provide more
options for flexibility around payments.
They can contact Indebted directly about your account by emailing them at
*****************************************.
Based on the above, Possible cannot delete the customers reporting information since as a
furnisher under the ***** Possible must report all payment information in a fair and accurate
manner.
However, if the customer still suspects that the loan is fraudulent, then she should file a police
report and submit an identity theft affidavit. After she provides a police report and complaint
affidavit, the Company will proceed with the investigation. If we conclude that there was identity
theft or fraud involved, the Company will remove the disputed loan from the credit reports by
filing an Automated Universal Dataform (AUD).
Thank you.Initial Complaint
Date:12/03/2024
Type: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 got a loan and paid it back and it still shows I owe them money after 5 months. They keep offering me Loans yet they havent cleared my credit. This is ruining my life.Business Response
Date: 12/12/2024
ID: ********
Date: 12/12/2024
Response to Customer Complaint
Dear Resolutions Specialist:
On November 4, 2024, the customer submitted a complaint against *************************. ("Possible") to the Better Business Bureau (BBB).
The customer alleged that they had a loan with Possible and paid it back. However, it still shows that they owe the Company money after 5 months. They alleged that the Company keep offering them loans, however, they havent cleared her credit which is ruining her life.
We appreciate the customer sending us their concerns. Our records indicate that the customer has repaid three (3 loans) with **********************.
First Loan:
Opened on 04/25/2023 and repaid on 06/20/2023.
All four payments were made on time, and the account was reported as Paid Off/Closed with no late payments to the credit bureaus.
Second Loan:
Opened on 04/16/2024 and repaid on 06/10/2024.
All four payments were made on time, and the account was reported as Paid Off/Closed with no late payments to the credit bureaus.
Third Loan:
Opened on 08/21/2024 and repaid on 11/01/2024.
All four payments were completed within our 29-day ***** period for credit bureau reporting. The account was reported as Paid Off/Closed with no late payments to the credit bureaus.Based on this information, the customer's accounts have been accurately reported as Paid Off with no negative marks on their credit report.
Possible loans approved through ********************** are owned by **********************. The three loans have no record with the state database. Therefore, we kindly request the customer to clarify what they mean by stating that the Company "didnt clear their credit."
Thank you.Initial Complaint
Date:12/03/2024
Type: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 have been using Possible Finance for a while now. When you request and are approved for a loan you are able to adjust your payment schedule as needed. Recently I requested a loan and adjusted my payment schedule as needed and made all payments on time.Possible then proceeded to report two of my payments late by over 30 days to all major credit bureaus. When I contacted support which is only via email (they will not call you back) their finance team told me I made two payments outside the 29 day ***** period and that is why they were reported late.After sending them screenshots from my bank of when the payments posted from my account I received conflicting information from them saying even though the payments may have been pulled from my bank on a certain day they did not post with them until another day. They also sent me multiple breakdowns of when my payments were collected by them, each time the payment received schedule was different. **** and Jezel from the finance team have no idea what they are doing. I have attempted to contact a phone number with Possible as well as connect with the CEO on ********. This company is refusing to admit they reported two payments as late to the credit bureaus and is trying to manipulate me into believing their practices are legal.All I want at this point is the two late payments to be removed from my credit report as it is inaccurate. I even paid the loan off early. I should not have to go through such drastic measures to have this ******** NOT use this company by any means. They will manipulate their words and lie to you.Business Response
Date: 12/10/2024
ID: ********
Date: 12/10/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 12/3/2024.
The customer mentioned that they have used ********************** for some time and appreciated
the ability to adjust payment schedules. They alleged that for their recent loan, they adjusted
their schedule, made all payments on time, and even paid off the loan early. However, Possible
Finance reported two payments as over 30 days late to credit bureaus. They alleged that when
they contacted support thats only available via email, the support team claimed the payments
were late because they posted outside a 29-day ***** ******* even though the customer
provided bank screenshots showing timely payments.
The customer alleged that they are receiving inconsistent explanations about when payments
were received and alleges the company refuses to admit the reporting error. They attempted to
escalate the issue by contacting the company by phone and reaching out to the CEO but
received no resolution. The customer is requesting a removal of the inaccurate late payments
from their credit report and warn others against using the company due to alleged deceptive
practice.
We appreciate the customer sending us their concerns. However, the allegation is incorrect and
has no merit. Our records indicate that the customer has repaid 3 loans with **********************, and
currently has 1 active loan. The 3 loans are in Paid Off status.
? The first loan was opened on 03/02/2024 and paid off on 04/30/2024. The loan was
repaid on time and has no late payments.
? The second loan was opened on 05/03/2024 and paid off on 07/23/2024. The first
payment was completed on its scheduled due date. The second, third, and 4th payments
were completed within our 29-day ***** period for bureau reporting. The loan was
reported as on-time to the credit bureaus.
? The third loan is the subject of the customers complaint.
? Their loan agreement required them to make two payments of $100.88 by
8/30/2024, and a third and fourth payment of $100.88 and $86.60 by 9/30/2024.
? The third loan was opened on 07/31/2024 and paid off on 10/30/2024.
? The loan is in "Paid Off" status, and its second, third, and fourth payments are
3032 days past due.
Upon further review, the customer reached out to ********************** and claimed that none of his
payments are 30 days late. He sent a screenshot of his bank statements showing the payments
and the dates they were posted to his account.
Our CSR **** provided the customer with a detailed summary of their payments.
Nov 15 09:43
Hi ******,
After careful review of your account, it appears that 3 of the 4 payments on your 07/31/2024 loan,
were completed outside of our 29-day ***** ***************** a breakdown of your payment history:
Payment 2:
Status: 32 days past due
Original payment date: 08/30/2024
Date completed: 10/01/2024
Payment 3:
Status: 30 days past due
Original payment date: 09/30/2024
Date completed: 10/30/2024
Payment 4:
Status: 30 days past due
Original payment date: 09/30/2024
Date completed: 10/30/2024
We always give our customers a ****** ***** period to provide as much exibility as possible!
Unfortunately, the credit bureaus consider payments made more than 29-days from their original due
date to be late, and we are bound by federal regulation to report accurate information.
Because your payment(s) fall into this category, they were reported as such to the credit bureaus.
We apologize for any negative impact to your credit score and hope this information helps to clarify.
Please reach back out if you have any other concerns, we're here to help!
Best,
**** from Possible
However, the customer continued to allege that he made the payment on time and we even
processed 1 day before it was due, and requested to speak with the CEO. They stated in their
email on 11/27/24, In your previous email you stated there were two successful payments
made on 10/29/24 which is 1 day before these payments were even due. I do not appreciate
this manipulation to avoid taking accountability. I do not believe anything you send me as it is a
tactic to simply justify whatever nonsense made you report my payments late. Please direct me
to senior level management or better yet **** ***** himself.
It is important to note that the third and fourth payments were originally due on
09/30/2024 per their loan agreement. 10/30/2024 is not their original due date, the
customer has rescheduled their payments to 10/30/2024 which is 30 days past the
original due date.
We have communicated our 29-day ***** period to the customer multiple times via emails and
automated payment reminders. Please see one of the communications below:
Created at: 10/01/2024 8:37 am
Your payments have been upgraded! Youll now make payments from your linked debit card. We want
to help you out so your payments process faster. Its free, and youll be eligible to reapply faster after
you make your nal payment, too! Please note: your payments will be processed at 10am on the date
of your payments going forward. We always want to do what's best for our customers but we can only
delay payments up to 29 days from the originally scheduled date without penalty per credit reporting
laws. If you are past 29 days, you are at risk for negative effects to your credit score
The case was transferred to our Escalation and Resolution Specialist, Jezel, and she has
provided a summary of the customers payments as well.
Below is a summary of your payments:
July 2024 Loan
? 08/30/2024 - 1 successful payment made via ACH/checking.
? 9/26/2024 - Payment failed via ACH/checking R01 - Insucient funds.
? The customer switched their payments over to a debit card.
? 10/1/2024 - 1 successful payment made via debit card.
? 10/29/2024 - 2 payments failed due to invalid debit card account number *****
? **/**/2024 - 2 successful payments made via ACH/checking.
Nov 27 09:01
Hi ******,
Attached you will nd your loan agreement. Per ****** previous email, your 2nd, 3rd, and 4th
payments have exceeded our 29-day ***** period for bureau reporting.
Please review your original payment due dates and your actual payment completion dates.
? Payment 1: Scheduled for 08/30/2024 - Completed 08/30/2024 (on-time)
? Payment 2: Scheduled for 08/30/2024 - Completed 10/01/2024 (32 days past due)
? Payment 3: Scheduled for 09/30/2024 - Completed 10/30/2024 (30 days past due)
? Payment 4: Scheduled for 09/30/2024 - Completed 10/30/2024 (30 days past due)
Possible loans are short-term loans and each customer is responsible for 4 equal payments and has
approximately 8 weeks (or 2 months) to repay their loan.
Your loan agreement requires you to make two payments of $100.88 each by 08/30/2024 and a 3rd
and 4th payment of $100.88 and $86.60 by 09/30/2024.
One of your screenshots shows that the $100.88 and $86.60 has posted on your bank account on
10/31/2024. However, as explained in my previous email, your "payment date" will always be the
date you selected. Banks have different processing times - in your case, you scheduled your 3rd and
4th payments for 10/30/2024 so your payment date with Possible is 10/30/2024, not 10/31/2024
per your screenshot.
There is no update required on our end at this time, as our reporting is accurate.
I hope this helps clarify. Thank you.
Based on the above, the Company cannot remove the late payments from credit bureau records
since as a furnisher under the ****, it must report payment information in a fair and accurate
manner.
Thank you.Customer Answer
Date: 12/10/2024
Complaint: 22632278
I am rejecting this response because: Given my bank statements it's clear all payments were made on time, this company is still refusing to take accountability and remove the incorrect payments from my credit report.
Sincerely,
****** *******Business Response
Date: 12/12/2024
12/12/2024
Response to the Customers Second Complaint:
Thank you for your response. However, the allegation is incorrect and has no merit.
The customer provided screenshots of our email responses, along with a screenshot of their bank statement showing his payments posted on 10/31/2024. Based on this information, the payments would appear to be 31 days past due if we follow the dates reflected on their bank statement.
However, our records indicate that the 3rd and 4th payments were reported as complete as of 10/30/2024, which corresponds to the dates the payments were scheduled. Therefore, according to our reporting, these payments are 30 days past due.
To reiterate, as previously explained, the payment date is determined by the date the payment is scheduled, not the date it posts to the customer's bank account. Below is earlier communication sent to the customer:
"One of your screenshots shows the $100.88 and $86.60 payments posted to your bank account on 10/31/2024. However, as explained in my previous email, your 'payment date' is based on the date you selected when scheduling the payment. In this case, you scheduled your 3rd and 4th payments for 10/30/2024, which is your payment date with Possiblenot 10/31/2024, as shown on your screenshot."
Given that our reporting is accurate, no updates or further action are required on our end. We have already addressed this matter thoroughly in our prior responses and will not be responding to the same incorrect allegation again.
Thank you.Customer Answer
Date: 12/12/2024
Complaint: 22632278
I am rejecting this response because: The days between 10/30/24 and 10/31/24 is one day. Not 31 days late. Your response makes no sense. In addition to this, I had automatic payments set up for when the funds were meant to be taken from my account. If there was an issue with this being paid on time it's Possible Finance's own fault for not drawing the amount from my account on the correct date. Please remove these late payments from my credit report as this is anything but accurate. No payments shown on my screenshots are more than 30 days apart.
Sincerely,
****** *******Customer Answer
Date: 12/13/2024
Good Afternoon,
I recently submitted a rejection statement for claim #********. In my response I forgot to mention all on time payments I made were also automatic payments.
This means if any payments were drawn on an incorrect day from my bank account it is **********************'s fault for setting up the automatic payments to be paid on the wrong days. As you can see based on the photos uploaded, no payments were made more than 30 days between each other regardless so their response is irrelevant. Please contact me if you need any further information.
Thank you,
****** *******Business Response
Date: 12/13/2024
Thank you for the note back.
The customer alleged that ********************** processed the payments on the wrong days.
To clarify, the customer rescheduled their 3rd and 4th payments for 10/30/2024 which is 30 days past their original due date (9/30/2024).
We initiated the payments on 10/29/2024. Due to the way automatic payments work, payments are initiated 1 business day in advance of their selected payment date. That being said, the money should not actually be withdrawn from their account until their selected payment date (10/30/2024).
The customer's bank statement screenshots show that their payments posted on their account on 10/31/2024.
We mark the payments as complete as of "10/30/2024" which is the date they scheduled the payments for, not the date the payments were initiated (10/29/2024), and not the date the payments were processed/posted by their bank (10/31/2024).
We do not mark payments as complete based on when they are initiated or when they posted to the customer's bank account. Again, the 3rd and 4th payments are marked as complete as of 10/30/24 which is the date the customer selected.Thank you.
Customer Answer
Date: 12/13/2024
Complaint: 22632278
I am rejecting this response because: I never rescheduled a payment or payments. Possible Finance acknowledges the automatic payments that were set up through them. If the payment was automatically drawn from my account on 10/30/24 and was due on 10/30/24 then the payment is not late by even one day. The bank statements provided show 3 payments made in October alone. There is not one single payment that is more than 30 days apart from each other. These responses are manipulative and deceiving. They prove lack of accountability and unwillingness to cooperate when they are in the wrong. I am once again asking for a correction to my credit report for the late payments that were posted in error.
Sincerely,
****** *******Initial Complaint
Date:11/29/2024
Type: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 stopped my ACH/debit card auto payments from my bank in writing, in an email to possible finance. They responded and said no auto payments would come out of my bank and that i would need to mail all payments in. Today, possible took a double payment from my bank acct. I have the email from them stating they stopped all auto withdrawels.Business Response
Date: 12/09/2024
ID: ********
Date: 12/9/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 11/29/2024.
The customer claims they requested to stop automatic payments from their bank account and received confirmation from Possible Finance that no further withdrawals would be made. Despite this, the Company withdrew a double payment from their account.
Thank you for bringing this to our attention. Possible Finance apologizes for any inconvenience you have experienced with your account.
Upon review, the customer contacted ********************** on 11/23/2024, requesting to cancel automatic payments, stating, I must stop my auto pay so I can just call in and do my payments myself.
Our **************** Representative (CSR) responded the same day, confirming the switch to payment by money order and advising that their bank account would no longer be charged.
However, it appears that the payment method was not updated successfully, and two payments of $86.90 each were deducted from the customers bank account on 11/29/2024.
On 11/29/24, the customer followed up with ********************** and reported the two payments deducted from their bank.
It is important to note that the payments were returned because the customers bank reported a Stop Payment on our transactions. However, to make it right, we issued a refund of $173.80 for the two payments on 12/3/2024.
Thank you.Initial Complaint
Date:11/28/2024
Type: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.
MY Appication was denied due to not having enough bank history and I had over 10 loans with this company since 2020 and ive been using the same bank which is truist bank for a year and the app company plaid is getting a glitch error and I need for the company to push my Appication for approval and my bank account is not new at all and possible finance needs to fix there app and im getting messages three times I need to relink my bank account over and over ...Business Response
Date: 12/06/2024
ID: ********
Date: 12/6/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer filed a ******************** complaint against Possible Financial, **** (Possible) on 11/28/2024.
The customer is alleging that their loan application was denied due to a lack of sufficient bank history, despite having a long-standing relationship with the company and completing over 10 loans since 2020. They emphasize that they have been using the same bank account with *********** for a year, contrary to the application's reason for rejection. The customer believes the denial is caused by a glitch in the app, specifically with the ************** which they claim is repeatedly asking them to relink their bank account multiple times. They are requesting that the Company fix the issue and push their application for approval.
Thank you for bringing this matter to our attention. We greatly value your continued trust and business. Your concern regarding the issue with linking your bank account is important to us, and we want to apologize for any inconvenience you have experienced with your loan application.
Upon further review, it appears there may have been a temporary issue with the ************* that impacted your application. However, we are pleased to see that the issue has since been resolved, and our records now reflect an active loan for your account as of 12/2/2024.
Should you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you.
Thank you.Initial Complaint
Date:11/26/2024
Type: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.
Possible Finance has reported this account as charged off. According to *** Topic no 431, a charge off or cancelled debt is considered income. The reporting of this account as a debt is inaccurate and a violation of 15 USC 1681 (a) (1) which states, "The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system." I shall also point out the 15 USC 1681s-2 states furnishers have a duty to report accurate information.Furthermore according to the Fair Credit Reporting Act (FCRA), it is illegal to report a consumer's transaction history to a credit bureau if the information solely consists of transactions between the consumer and the reporting entity. Therefore reporting account balance, late payments and payment history are illegal.Lastly, 15 USC 6802 (b) (1) (C) and 16CFR313.7 states that it is my right to be able to opt out and receive an explanation of how the I, the consumer, can exercise a nondisclosure option. I was never given this information. I am upholding my rights as stated in 16CFR433.2 and I demand the deletion of this account and all derogatory remarks from all of my consumer reports including but not limited to, TRANSUNION, EXPERIAN, and EQUIFAX.Business Response
Date: 12/09/2024
ID: ********
Date: 12/9/2024
Response to Customer Complaint
Dear Resolutions Specialist:
On November 27, 2024, the customer submitted a complaint against ********************, Inc.
("Possible") to the Better Business Bureau (BBB).
The customer alleged that ********************** inaccurately reported their account as "charged
off." They cited *** Topic No. 431, a charge-off or canceled debt should be treated as income,
not as an outstanding debt, and its reporting as such violates their rights. The customer also
cited 15 USC ********** and *******, asserting that Possible Finance is obligated to report
accurate information to the credit bureaus but failed to do so. They alleged that reporting of their
account balance, late payments, and payment history is illegal under the Fair Credit Reporting
Act (FCRA), as these transactions only involve the consumer and the reporting entity.
Additionally, the customer mentioned they were not provided the required opt-out information
under 15 USC 6802(b)(1)(C) and 16 CFR *****, which should have explained how they could
prevent the disclosure of their information.
The customer is requesting ********************** to delete the account and all derogatory marks
from their credit reports with **********, Experian, and Equifax. They refer to their rights under
16 CFR *****, insisting that these violations necessitate the removal of the information.
We appreciate the customer sending us their concerns.
Our records indicate that the customer originated the loan on 5/6/2021. Their loan agreement
requires them to make three payments of $39.70 by 5/28/2021, 6/11/2021, and 6/25/2021, and
a fourth or final payment of $39.72 by 7/9/2021.
Please see the summary of your payments below:
? On 05/28/2021, the first payment was completed via ACH/checking account.
? On 06/11/2021, the second payment was completed via ACH/checking account.
? On 06/24/2021, payment had failed via ACH due to R01 (Insufficient funds)
? On 07/09/2021, payment had failed via debit card due to R51 (Insufficient funds)
? On 08/02/2021, payment had failed via debit card due to R51 (Insufficient funds)
Since the repayments were not made in a timely manner, the loan is now in CHARGEDOFF -
CHARGEDOFF_COLLECTIONS status, and the remaining balance is still owed. Additionally,
the servicing rights for the loan were transferred to Indebted.
You cited *** Topic No. 431, a charge-off or canceled debt should be treated as income, not as
an outstanding debt. While your loan has been marked as Charged Off, this does not absolve
the debt and the full balance remains owed. This loan has been placed with our 3rd party
partner, Indebted, however the debt has not been sold to the 3rd party and is still under full
ownership of Possible Finance. Therefore, the debt remains active and outstanding and the IRS
Topic No. 431 does not apply.
Additionally, although you cited ***** (Preservation of consumers' claims and defenses, unfair
or deceptive acts or practices), as stated above, the Company has verified that your account
information and reporting are accurate.
You cited 1681s-2(a)(1)(A) Duty of furnishers of information to provide accurate information.
Reporting information with actual knowledge of errors. A person shall not furnish any
information relating to a consumer to any consumer reporting agency if the person knows or has
reasonable cause to believe that the information is inaccurate. However, the Company has
verified that your loan is being accurately reported as charged off with a balance. If you have
repaid the loan with Indebted, please confirm by sending an email to
************************************************************, along with a screenshot of the notification from Indebted
confirming repayment or settlement.
You cited 15 USC 6802 (b)(c) and stated the Company did not inform you of your right to
exercise your nondisclosure option; however, under GLBA, you have no right to opt out. You
also cited Title 16 CFR Part *****. Form of opt out notice to consumers; opt out methods.
However you received and agreed to the Privacy Notice.
As explained in the Companys Privacy Notice, which you received and agreed to before
accepting your loan, the Company shares information of its everyday business purposes with
consumer reporting agencies and you may not limit such sharing. Please see the Companys
Privacy Notice: ********************************************, which is provided to our customers
pursuant to Regulation P, which implements the *****-*****-****** Act. Specifically, the
sections Can You Limit this sharing and Why cant I limit all sharing? which explains our
customers right to opt out.
The loan is now in CHARGEDOFF - CHARGEDOFF_COLLECTIONS status with two
remaining payments.
Based on the above, we cannot delete the account from your credit report since as a furnisher
under the ***** it must report payment information in a fair and accurate manner.
Thank you.Customer Answer
Date: 12/10/2024
Complaint: 22610180
I am rejecting this response because:The company response stated that the loan has been marked as charged-off. A charge-off means the lender or creditor has written the account off as a loss, and the account is closed to future charges. The debt is not required to be sold to a third-party to be a charge-off. Not only that but the company themselves reported the account as charged-off on my consumer reports. With that information, *** Topic No 431 ABSOLUTELY APPLIES.
Additionally, 15 *** 1681b says a consumer reporting agency cannot report on a consumer's payment history transactions, meaning it is illegal to include detailed transaction history on a credit report; the law intends to protect consumer privacy and only allows for reporting of specific credit information related to creditworthiness, not individual transactions. Furthermore,15 USC 1666b (a) says it is illegal to treat any payment under an open end consumer credit plan as late for any purpose. Therefore it is ILLEGAL to report ANY past due payment or account balances as these things are considered detailed transaction history.
The laws I have cited are proof the account and the remarks on them are INACCURATE AND ILLEGAL. Please remove the account from ALL of my consumer reports and please send the 1099-C as I never received one.
Lastly, per the ***** as a federally protected consumer, I am opting out of any and all authorization I, the consumer, may have given you written, unwritten, verbal and nonverbal effective immediately and indefinitely, per 15 USC 6802 and 16 CFR 313.7.
Sincerely,
******** ******Initial Complaint
Date:11/21/2024
Type: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 did not authorize a loan with possible finance. I noticed it on my credit report and tried calling the phone number and its an automated system stating they only communicate through email. Tried also emailing and cant get a hold of anyone, nor do I have access to even log into the account. Please remove from my credit!!Business Response
Date: 11/29/2024
ID: ********
Date: 11/29/2024
Response to Customer Complaint
Dear Resolutions Specialist:
The customer initially filed a ******************** complaint against Possible Financial, **** (Possible) on 11/21/2024.
The customer is alleging that they did not authorize a loan with Possible Finance. They alleged that they noticed it on their credit report and tried calling Possibles phone number and that its an automated system stating they only communicate through email. They alleged that they also tried emailing and couldn't get a hold of anyone, nor they have access to log into the account. The customer is requesting to remove the account from their credit report.
The Companys records indicate that the customer originated the loan on 4/21/2024. The customer electronically signed a loan agreement pursuant to the Electronic Signatures in Global and National Commerce Act (E-Sign Act).
Their loan agreement required them to make two payments of $93.753 on 5/17/2024 and two payments of $93.753 on 6/18/2024.
On 4/27/2024, the customer completed their first payment via debit card.
On 6/10/2024, the customer completed their second payment via debit card.
The customer alleged that they emailed ********************** but they couldnt get ahold of anyone. However, this is incorrect.
On 7/15/2024, the customer emailed ********************** and asked for a 1 week extension on their payments. They alleged that their bank account was hacked and requested to remove it from their Possible profile.
RE:
***** ********
Jul 15 17:09
To: Possible Finance
Show more
Can I please get a week extension? I sent a request earlier today to stop payment and removed bank account info because its been hacked.
They also sent another email to Possible on 7/15/2024.
***** ********
Jul 15 15:19
I cannot make my payment tomorrow. Somehow my checking and savings got hacked and I had to close them. It will be 3 or 4 days before I can open a new one.
Can I possibly get an extension or some kinda help. Thank you in advance.
***** ********
Jul 15 15:29
Hello, Im hoping I can get an extra week to pay the rest in full. I just transferred from ******************* to ********************************************************
Somehow my bank information was stolen and hacked. Plus I havent received my check from the school yet due to the hurricane and the school being closed. I greatly appreciate your help!!
Thank you,
Devan
Our CSR responded on 7/16/2024 and offered them a 30-day extension.
Armie
Jul 16 10:49
Hi *****,
My name is Armie one of the representative here in Possible Finance and I'll be glad to attend to your inquiry right now.
We'd like to support you by providing a flexible repayment plan. Would it be helpful if we gave you a 30-day extension on your payment due dates?
If you'd like me to extend your payments, please reply to confirm your decision!
Best,
Armie? from Possible
The customer confirmed that they would like to get the 30-day extension and our CSR confirmed that its been applied to their 3rd and 4th payments.
Armie
Jul 16 12:58
Sounds good, Devan.
An extension of 30 days has been added to each of your payments.
The updated payments applied with your remaining 3rd and 4th payment dates. You should see these changes reflected in the app.
I hope things get better soon! Let me know if there is anything else I can do to help.
Best,
Armie? from Possible
Our main customer support channel is via email but the customer can also request a callback or leave us a voicemail at ************. Our outbound phone support team will return their call within 1 business day.
Additionally, the customer has several correspondence with **********************, requesting to reschedule their payments and/or asking for a payment extension plan.
When the customer applied for a loan, he provided the following information: current
address, verified phone number, email address, SSN, DOB, full name, drivers license and a proof of residency. A drivers/learners permit was also uploaded during the loan application process.
In compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Personally
Identifiable Information (PII) was checked and verified to protect the Company and the customer
from identity theft. The ***** requires the Company to implement a program to help prevent,
detect, and mitigate identity theft for its customers. Once they are verified and approved, they
will be prompted to review and sign the loan agreement that was later available in the
Companys mobile app.
The loan is now in CHARGEDOFF - CHARGEDOFF status and has 2 remaining payments. Please note as a furnisher, under the ****, we have an affirmative duty to report their information in a fair and accurate manner.
The customer also contacted ********************** on 11/15/2024 and alleged that theyre not able to login to their account.
***** ********
Nov 15 06:49
To: Support
How can I make a payment without logging in
Our CSRs assisted them with resetting their login information, however, the customer later claimed that the loan is fraudulent and requested to revoke ACH authorization.
***** ********
Nov 18 16:31
To: SupportShow more
This is not my account. My email and accounts were hacked.
Our CSR advised them to submit a police report and identity theft complaint affidavit. Were still waiting to hear back from the customer.
Based on the above, ********************** cannot delete reporting your account since as a furnisher under the ****, it must report payment information in a fair and accurate manner.
We recommend that they contact the Company at ********************************** as soon as possible to update their payments.
However, if the customer still suspects that the loan is fraudulent, then she should file a police
report and submit an identity theft affidavit. After she provides a police report and complaint
affidavit, the Company will proceed with the investigation. If we conclude that there was identity
theft or fraud involved, the Company will remove the disputed loan from the credit reports by
filing an Automated Universal Dataform (AUD).
Thank you.
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