Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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've regretfully been a loyal client for 15 years.Long story short, I trusted this small-town company with all my personal loans, credit cards, and auto loans, but they turned out to be terrible. I moved to Florida 5 years ago, my identity was stolen. I immediately reported it to the company, and they investigated. They returned some of the money charged on my debit card, but the credit card issue took longer to resolve. I asked them to cancel the card and inform me of the fraudulent charges. However, they had my address wrong, so I never received the statements, and they locked me out of my online account. I tried to get access, but they ignored me. Fast forward to this year, when I had $3,000 left on my auto loan. After my father passed away, my uncle deposited the money into my account to pay off the car and get the title for my niece. However, the company took all the money and refused to release the title until I paid an additional $3,000 for the stolen credit card debt from 5 years ago. They had written it off as a tax deduction, but still wouldn't give me access to my statement or remove the fraudulent charges. Once they gave me a new login which I reiterated it did not work since the card was then closed. Despite numerous attempts to communicate, they avoided my calls and emails. Finally, they responded with a payoff amount of over $4,000, including lawyer fees for the credit card debt. I was never informed about a lawyer, and they provided no explanation for the charges nor the lawyers information when I asked. They misled me about the payoff amount for trading in my car, resulting in a higher payment. I have reached out to them multiple times, but they refuse to provide a breakdown of these questionable charges. They took advantage of my situation and treated me rudely and unprofessionally. They ruined my credit as well reporting I was late on it many times after it should have been closed. This company will do anything behind the scenes to make money.

  Business Response

  Date: 10/06/2023

  *****, Our Collector corresponded with you via email numerous times in 2020 and 2021. As stated in the collector's reply dated June 15, 2020, "Per your signed contract on all of your loans, including the VISA, a payment is required every thirty days.  At 30 days delinquent I can apply your funds where they are needed in an attempt to get you current.  This is also known as 'cross collateralization".  When we did not receive a response, we were forced to place your account with our legal team.  (Principal VISA balance $3,340.33/waived interest and late fees.  Last payment 12/2/2020 and charge off 3/25/21).  Please feel free to contact me via email at ******@******.com for further communication.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately their response is typical. Saying they communicated back in 2020-21 means nothing when it was me constantly reaching out. I asked many times to have the card number since it would not allow me to login to see any of the charges or statements without it since I was locked out. They again tried to threaten me to pay almost $300 on a card that was stolen just to get access to see my statement to be able to confirm all the fraud charges. I asked multiple times for in writing documentation breakdown of the total they were giving me. My uncle paid my car off with the exact amount she stated the payoff was, after they got that money they knew they had me pinned to be malicious to recover the visa amount that was stolen 5yrs prior that they wrote off on their taxes but knew I needed that title so they not only wouldn't allow me to login to see the breakdown of fraud charges, they also added fees to it ironically after they looked up trade in value for my car knowing they could get more out of me i.e random lawyer fees they mention all the sudden but can't give me a breakdown of what they were for & which lawyer. They also did a bait & switch by telling me the payoff to my car was about $3500 & after my uncle pays it they say no you have to pay about $3400 more to pay it off from that stolen visa 5yrs ago & then avoid my calls knowing I HAD to trade it in that week, but where it gets really bad is that they went behind my back & told the dealership the payoff was $4600 since they knew they would have to give it to them to get the title, which then made my loan & payment much higher & has caused a ton of emotional distress. I emailed everyone in the company I could find asking for answers & a breakdown of charges & explanations of how it was reported stolen & charged off but they forced me into not being able to see what charges were fraud by not having access to my statements/charges.  I have requested multiple times all the breakdowns of how you can charge someone for a credit card reported stolen after investigating the debit card also stolen at the same time was in fact fraud, but since those amounts were smaller, they made no effort to do the same with the visa since the charges were larger since the credit limit was more. They also ruined my credit by reporting it multiple times stating the limit was only $100 & that I used 3350% over that limit. They will do anything to be greedy & get money. I believe I am owed that $4600 & will not be satisfied until that happens so they can make it right by doing that. If not I will continue my efforts on exposing this unethical practices. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 10/20/2023

  GNC has provided a detailed breakdown and response to your request.

  Contact information: ******@******.com or ###-###-#### 

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As much as I appreciate that you are finally sharing the documentation of the breakdown of charges after asking multiple times and blatetly getting ignored, does not make it right now.
  
  It unfortunately goes to show even more that you all will do whatever you can to get money weather it be ethical or not. As you stated, the visa card was reported stolen in 2019. You would think as a business, having an over 10yr loyal client would mean you would not try to take advantage of them, instead protect them but as you can see, that did not happen. If you think about it, my debit card was stolen at the same time, I had a company, or whoever handles fraud there call & verify the fraud charges & that company or department looked into it & in fact found there were over $800 in fraud charges that were not me. I was told the same would be done with my visa but never got the call so after a while I was trying to login to my visa online account to see if they found the fraud charges based on their expertise & took them off but again was unable to have access to my statements or transactions because I was locked out (when you finally reported it stolen the login no longer worked) & when I asked multiple times if I could get q new card # issued so that I could just login, you all stated that I have to not only pay $264, but had to keep it in good standings for 6 months before you would do that which in turn was another way of minuplating me to pay for something that was not all charges that I made.  I said many times that it is not fair that as a loyal client, you all only reach out when you want more money. You all reported it stolen, then used it as a tax write off but never thought to call me to figure it all out if you were unsure what charges were fraud? You had it investigated & did deem it as stolen but you expect me to pay for all of the criminals charges too? That is the only reason banks exist & we give our hard earned money to you all to hold because we expect protection & loyalty. 
  
  I would like to know why it took me in doing this to get the breakdown of charges & why the 8 people I had in the company that I asked multiple times, ignored me? My visa balance was less then half of what the payoff was but you all cornered me into having no choice but to pay it so that I could get my car title to trade it in, AFTER already paying off my car.  The emails you are putting on here are deceiving since I stated that the home banking app login did work once she reset it so it looks like you all did what you were supposed to do but you didn't put the follow up of how the home banking app I found, was not the same as the visa app so I was in the same position after, which is when I requested the new card # to get in & that is when you stated I had to pay it for 6 months before you give me that. Between that, & holding the title, changing the payoff after looking up the value of my car seeing you could get more out of me, not responding to my calls or emails, & not giving me the breakdown off fees along with what the lawyer did & why that charge was mine to pay, you all should be looked into for unethical business practices because not only has this destroyed my credit, it also has caused much more emotional distress. Since you all already wrote it off as a tax write off, ruined my credit by charging it off, I should have that money returned. If it is a charge off on my credit, after not only paying it, but paying double including fraud charges & lawyer fees because you all did not morally do to the best of your ability to protect me as a client by going over the charges together that were fraud & allowing me access to see it so I was only paying for what I used, not what the person who stole it used too.
  I will be contacting the state attorney generals office of unethical business practices next because no one should be allowed to go through something like this again just for you all to be greedy while painting the picture that you all were doing the right thing when you in fact know that this is the first time after many requests that I am seeing those documents or getting a response.
  
  Regards,
  
  ***** ********
  
  Regards,
  
  ***** ********