When and how are you refunding me for NSF and overdraft fees at my bank?
We can refund NSF and overdraft fees as soon as proper verification is provided. If you've made arrangements with us you'll get your refund the next business day. If you have not made arrangements yet, please call us as soon as possible at 1-877-936-4336.
Who will compensate me for late fees on my other bills not paid on time?
MaxLend will cover late fees on other bills if proof can be shown that the late fee is a direct result of our banking error.
Will you reduce my next extension as compensation for this error?
All amounts over debited have/will be refunded; however, we cannot alter your loan agreement. To express our gratitude we are offering you up to a $70 gift card when you apply for your next loan. We appreciate you giving us a second chance to prove our commitment to helping you with your short term financial needs.
What are you doing to avoid this in the future?
Satisfying our customers' needs is our core responsibility and we assure you this error is being taken very seriously. We are reviewing every step of our process, ensuring proper checks and balances are in place, and making adjustments where necessary.
Why couldn't you use my debit card to refund the overage the same day?
Same day refunds were attempted for many customers over the holiday weekend, but not all banks are set up to receive instant funding via debit cards.
Why did MaxLend return the entire balance after I asked to only be refunded the fees?
Some customers requested to go ahead and pay in full and only be refunded the fees; however, in order to make sure all other refunds were accurate we had to completely reverse what was done on Friday. Special cases like this could not be processed. Please contact us if you would like to arrange to pay in full again.
Why did it take so long to send the refunds?
During the holiday weekend banks were closed and refunds could not be initiated via ACH until Tuesday night. Once the initial refund took place, we made sure all issues were identified and addressed properly. As a result some customers may not have received their refunds until Thursday or Friday.
I was refunded too much and can't afford to pay back the amount you gave me. What should I do?
We will set up arrangements based on your individual circumstance. Please call us at 1-877-936-4336 to setup arrangements.
Why are you saying that I am in collections when it is your error?
Because the debit was returned, meaning it came back from your bank as an unsuccessful debit attempt. This will not affect your standing or history with MaxLend once the matter is resolved.
Why was the phone line busy? Or why was my call dropped?
We experienced very high call volumes on Friday and over the weekend that overloaded our phone queues. We want to ensure all of your concerns have been resolved. Please call us back at 1-877-936-4336. Our goal is to be your choice for short term lending.
What is the best way to contact MaxLend with my issue?
We have customer service representatives ready to help Monday through Friday from 7:00am - 8:00pm CST, Saturday from 8:00am - 4:00pm CST, and Sunday from 8:00am - 3:00pm CST. Please call 1-877-936-4336 or email info@maxlend.com.