Please, save yourself, if you don’t have an EnerBank USA loan, please DO NOT get one.
This was one of the worst decisions I have ever made; they are an absolutely terrible company.
I have an EnerBank USA loan and was, again, disappointed by them.
My draft date is the 20th of each month, but yesterday on 01/28/2019, I noticed the money still hadn’t come out of my account from the 01/20/2019 draft.
I received an automated Payment Receipt email from EnerBank USA on Friday 01/25/2019, stating that the money had come out; but it was for a different amount than I have withdrawn each month, and on a different date, showing 01/25/2019 and not 01/20/2019.
Looking at my checking account, the money was still not out of my checking account.
I called and spoke to a rep named Mindy. Mindy did not verify any of the necessary security questions to protect customers against fraud (such as my name, address, DOB, etc).
She immediately began speaking with me about my private, sensitive, account information.
This made me very concerned and upset, as this leaves ALL EnerBank USA’s customer information at risk; anyone could call in and get this information.
Mindy stated that the website did “something weird,” and did not draft on any loans with a draft date of the 20th in January 2019.
I requested to speak with a Supervisor, as Mindy did not sound confident in what she was telling me.
She stated that no Supervisors were available, and that I would have to leave a voicemail.
I told her I would want, because I wanted to handle this while on the call. She said I could not wait on the line until a Supervisor became available.
She stated she could try to get a Specialist on the phone. I was put on hold for over 10 minutes.
She came back and stated that no Supervisors and/or Specialists were on the phone, but that she was speaking to her Trainer, a woman named Taylor.
Taylor apparently conveyed to Mindy that the fact that the normal scheduled amount did not occur on 01/20/2019 was a system glitch, and it should go back to normal February 02/2019.
I do see today, 01/29/2019, the money is as a Pending charge on my checking account.
All in all, this call took 35 minutes, or more, to find out something that should have taken 3 minutes, tops.
I am, again, astounded at how bad EnerBank USA’s customer service is. If this was indeed a system glitch, why not send out a quick email to customers with those draft dates, letting them know? Terrible company!