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:14/03/2024

  Type:Customer Service Issues
  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 applied for an $80 loan. Signed the agreement with authorization to debit the account on the scheduled day. I encounter a financial issue which caused me to bounce the original payment. I had other payments which also subsequently bounced due to my issue. CashOne attempted to debit my account the following 2 Thursdays, which is my Pay Day and was the signed and agreed upon day date of withdrawal.
  
  On Wednesday Feburary 28th however, hey attempted to debit my account for a random amount under a different company name. I'll make the assumption it was to prevent an attempt to stop the payment, which I never even attempted to do anyways. Legally they're not allowed to change the date. I'm aware of my debt owed. I had no problem settling when I was financially able. However, they're still not allowed to change the agreement without my approval per the Federal Laws on PAD authorization.
  
  I have attempted to contact them. I had been in contact with a "*******". I've attempted to revoke my PAD authorization and she pretended I can't do that. I request 3 times in email communication for a copy of my loan agreement, which is supposed to be available on their online portal but it's not, and ******* blatantly ignored my request and continued to just tell me I owed them $300+ on an $80 loan.
  
  What they're doing is not right and the fact this person just flat out ignores the issue at hand is disturbing. I've had contact with other payday loan companies and they've been accommodating and understanding. Cash One is entirely a predatory company. They don't even have my proper information, but they have my bank account information and it's to the point where an $80 loan is about to put me on the street. The changed dates is absolutely unacceptable and $150+ in NSF charges for $80 is insane. I'm not even counting the other debits they made as they were on the agreed pay date for the account to be debited There deliberately causing financial harm with zero care

  Business Response

  Date: 14/03/2024

  To whom it may concern,

  Client's loan was originally due on FEBRUARY 15 for $117.48  and our debit declined, we sent him an email to make an arrangement with no response. Our system re-debits on his next paydate on file which was February 22, again our debit declined his account and he did not contact us back to make arrangements. His outstanding balance is currently at $217.53 including the NSF we charge on these debits. Provided that the most recent debit of $108.77 cleared his account, I have written off the rest of his balance for this loan and will consider the loan paid in full. Client's file is now closed with us.

  
  Regards,

  ***

  Cash One

  Customer Service Manager

  Customer Answer

  Date: 14/03/2024

   I am rejecting this response because:
  
  
  They're failing to mention the part where they debited my account Feburary 28th and as well March 6th and just yesterday, Wednesday Mar 13th.  The previous debits were on Feb 15th and Feb 22nd.  Which were Thursday's, my paydays and the agreed upon and signed on withdrawal date.  They're ONLY allowed to withdraw per the terms of the PAD which authorises them to withdrawal on the agree upon date.  There's no mention of them denoting my account in their response on Feb 28th and Mar 6th.  Is that not rather suspicious?  Feb 28th was a Wednesday.  Mar 6th was a Wednesday.  The reason they do this is to attempt to prevent moving of funds.  But I wasn't even getting paid somehow can I move the money?  The agreement for the PAD were for the agree upon dates.  When I failed to meet the payments they decided to be predatory and take back what's theirs. 

   

  They've attempted to contact me, they're claiming I have to speak to them on the phone.  I've told them all correspondences will be in writing and for the 4th time request me loan agreement as nd for the 4th time they ignored that.  They're clearly untrustworthy and lying and that is why I demand all communications with them be in writing but the moment I say that they stop responding to me.  They clearly feel they're not doing anything wrong but the Federal Laws and rules are quite clear on PAD agreements and how and when you can withdraw against them.  

  Business Response

  Date: 14/03/2024

  To whom it may concern,

  The client has already been advised that the NSF ($49.50x2) he was charged from his bank as a result of the early debits on February 28 and March 6 has been discounted from his overall due amount of $217.53. Therefore, the most recent debit of $108.77 will be considered as his final payment to this loan which has been overdue since February 15. His file is now closed with us.

  Regards,

  ***
  Cash one

   

  Customer Answer

  Date: 15/03/2024

   I am rejecting this response because:
  By law Cash One is required to follow the terms of the PAD and loan agreement.  The PAD authorizes for withdrawal on Thursday.  Last 3 weeks they've attempted on Wednesday.  Which is against the terms of the PAD and against the law.   They also change the name of their company which they cannot do as the PAD is set for certain terms. I do not accept their offer as they've applied a discount for the NSF fees they've charge on their end but are not reimbursing me for the illegal withdrawals and NSF fees applied to my account.   They're also not legally allowed to issue loans to BC residents yet that's where I live.  They never checked any information it seems.  *** acts as a manager but by the email I got today it seems she's misrepresenting herself and has no real authority.  

   

  By law they're required to only withdraw on the agreed dates.  Feb 28th.  Mar 6th and Mar 13th were all Wednesdays.   And as you can clearly see they're lying about the Feb 29th withdrawal as it was the 28th and I provide the screenshots for proof of that last communication.  I have presented them with an offer, I highly doubt they'll accept it even tho it's in their best interest.  Per their own website they're contravening their own rules and they are fully aware of it and don't seem to care because they think they're untouchable because this is a payday loan company and most who use their services are probably too embarrassed to do anything about it.  

  This is not a legitimate business and if they are I've found absolutely no businesses licenses to allow them to operate in any province in Canada and their mailing address is a Postal box at a ***.  

   

  I will also note I've requested multiple times a copy of my loan agreement and everytime it gets ignored.  I even went as far as leaving a voicemail yesterday asking them for the agreement and they emailed me this morning with a response but again, ignored my request for the documents.  They will not provide me with any information and any actual details of the debt or money owed.  

   

  So I'll ask them again on here, a public form, to send me the copy of the loan agreement since they seem to keep missing the request in the numerous other emails(probably made over 50 requests for it on the last 36 hours). 

  
  

• Initial Complaint

  Date:31/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 live in Ontario. The max you can charge on a $100 loan is $115. The agreement said $154. Not only that, but they actually took $168 out which is not what the (illegal) loan contract stated
  
  Terrible company do not use.

  Business Response

  Date: 01/02/2024

  To whom it may concern,

  Can the client please provide the correct name and email on her file with us, I cannot locate it with the email and name she has provided. We have a file under the phone number but it does not match the name she has provided here.

   

  Regards,

  ******

  Cash One

  Customer Service Manager

  Customer Answer

  Date: 02/02/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21228576, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:23/01/2024

  Type:Customer Service Issues
  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 had applied for a payday loan. Within 5 minutes my application was denied. When I called to enquire the reason, as I did meet all of the requirements, I was told they did not want to do business with me and never wanted any communication with me going forward. I asked why and again was told they do not have to do business with anyone. Refused to provide me a reason. The person on the phone said her name was Ivy and when I asked for a supervisor she became very aggressive stating she was the manager. I feel I should have been provided a reason for this.

  Business Response

  Date: 24/01/2024

  To whom it may concern,

  The client does not meet our criteria as we do not lend to the bank she is applying with. When advised, she became argumentative and insist that we should lend to her and that not lending to her is "harrassment". We are not obligated to lend to anyone. This client has never had any loan/s with us. We are closing her file and she may apply with a different lender.

  Regards,

  ******

  Cash One
  Customer Service Manager

  Customer Answer

  Date: 24/01/2024

   I am rejecting this response because:
  
  
  I was never provided that reason nor does it state on their website that they do not lend to the bank I am with. I did apply with them previously when I was with koho which I know is not accepted. I have since been with a different bank for over a year. All the person on the phone said was they will not lend to me and will not provide me a reason. 

  Business Response

  Date: 24/01/2024

  To whom,

  We  are now closing the client's file as we no longer will be dealing with her due to her argumentative nature. I reviewed the notes on file and she was also very argumentative to our agents when advised that we do not lend to a **** account. 

  Thanks,

  ******

  Customer Service Manager