Payday loan, title loan, or personal loan -- Problem with additional add-on products or services -- Complaint #5990727

Complaint Overview

Complaint ID: 5990727

Company: Bankers Healthcare Group LLC

Product: Payday loan, title loan, or personal loan

Sub-Product: Installment loan

Issue: Problem with additional add-on products or services

State: Georgia

ZIP Code: 30012

Date Received: 2022-09-16T12:00:00-05:00

Date Sent to Company: 2022-10-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2022, I initiated a loan application after receiving a call from a BHG XXXX XXXX. In the process of completing the application I mistakenly uploaded an incorrect document in place of my paycheck stub. I then proceeded to upload the correct paycheck stub and then contacted the finance director on his direct line to ask him to remove the document that was incorrectly uploaded. He stated that he was unable to delete/remove the document but that the Loan Processor would be able too. I emailed the loan processor ( see attached ) who in turn stated that the document had been deleted. After a brief while, I checked and the document was still on the portal. I proceeded to leave the Loan Processor a voicemail at that point to advise him that the document had not been removed. When I didn't hear back from the loan processor, I again contacted the Finance Manager on his direct line asking him to withdraw my application completely. Once he withdrew the application with me on the line. The two documents that I uploaded remained on the portal. On XX/XX/2022, I send an email to XXXX customer service @ XXXX and received a reply from a XXXX XXXX XXXX, XXXX XXXX, stating " I am reaching out after receiving your online web inquiry regarding the information submitted with your recent application. Unfortunately due to compliance regulations and guidelines we are not able to delete this information. We have to keep any submitted information on file for 5 years. I want to ensure that we do not do anything with this information, other than store it for policy purposes. Please let me know if you have any additional questions. '' - I proceeded to contact XXXX via the telephone number she provided in her email and additionally responded to her email to advise her that her compliance policies should not apply to me as I am not a customer, never have been, nor do I have an active account with BHG. During my telephone conversation with the rep she stated again that per their policy they are required to retain my data for a minimum of five years from the date of submission. I then requested a copy of said " policy '' in which I was advised by XXXX XXXX that she isn't sure if they have something that they could provide me but that she will check with her manager and let me know. XXXX XXXX called me back and advised me that she spoke with her supervisor XXXX XXXX, who confirmed that BHG would have to retain my information for a minimum of five years from the date of submission but that she does not have a policy in which she can provide me that states such. XXXX XXXX then referenced that per the US Patriots Act, they should retain my data for a minimum of five years should I need further clarification.

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