Complaints

This profile includes complaints for Money Mart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Money Mart

  100 - 16 Four Seasons Plc Etobicoke, ON M9B 6E5

• 

  Money Mart

  1279 3 Ave S Lethbridge, AB T1J 0K2

• 

  Money Mart

  174 1440 52 St NE Calgary, AB T2A 4T8

• 

  Money Mart

  312 Cassils Rd Bay 5 PO Box 847 Brooks, AB T1R 0E9

• 

  Money Mart

  150 6542 Fraser St Vancouver, BC V5X 3T3

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:02/06/2025

  Type:Billing 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 borrowed some money online from money mart.The payment was debited from my account. I have been advised by customer rep that i can reapply in store if i dont wish to wait as long as i provide a bank statement .
  The store is telling me that they cannot reloan until it clears in their system .
  
  I have been told one thing and then another

  Business Response

  Date: 02/06/2025

  The customer will be contacted directly with a resolution. 

• Initial Complaint

  Date:02/05/2025

  Type:Billing 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.

  On April 10th I applied for a payday loan of $300 on tgeir website. Before signing the contract, I made sure the amount was $300. Upon checking my bank account if the money was e-transferred, I was shocked that they deposited $582. I called their customer service right away and told them I didn't apply for $582. The agent i spoke to said to cancel it online. I did cancel it which took several attempts before it went through and then it stated that it will take 24-48 turn around. The money was not taken out so I called again to follow up and was told that to just leave the money in the bank so that it's there when they will take it out. I checked my bank again and it's still there. This went on the checking the bank account and calling them to express my concerns for days. I've told them that I'm worried that the amount will taken out with interest which is around $663. All the agents I've spoken to and even on their chat app stated that I don't need to worry as the loan has been cancelled and only the $582 will be debited. Finally they've escalated this issue of the money still being in my account but it will take 5-7 business days for a feedback. I called everyday to follow up. Finally on my payday, I checked my bank account $663 and some change was debited out from my bank account. I called again and complained about this and once more they said they will escalated this issue for taking out the$663 instead of $582. And was told to call on Monday, April 28th. When I called on April 28th the agent told me she will escalate it again and told me to call today May 2nd to follow up. I called today and the agent I've spoken to told me that their supervisor will call me in an hour. After an hour, no one called so I called again. This time another agent told me the supervisor will call me within 72 hours. It's been a month now that I'm trying to resolve this issue and money mart has just been dragging this with no resolution but to escalate with no results.

  Business Response

  Date: 09/05/2025

  This complaint is under investigation and the consumer will be contacted directly for resolution.

  Customer Answer

  Date: 09/05/2025

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

• Initial Complaint

  Date:21/02/2024

  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 applied for a personal loan, which was approved. Their website says the loan would be funded in 24h. I did the application over the weekend, and when I kept checking the status, it said pending funding. I checked Saturday, I checked Sunday, and it was always in the same status. I assumed the loan wasn’t being processed in 24 hours because it was the weekend and they were closed. on Monday, I logged into my account and the pending funding status was no longer there. There was a message asking me to call them, which I did. I spoke to someone ***** *** **** *********** *** ***** she told me that because I did not except the email money transfer or because my bank blocked the transfer the application was canceled. I told her that I never received a e-transfer notification. I kept asking the representative to confirm where the money was sent and she was not able to tell me. I asked to speak to a manager and she refused. She said her manager would call me back in one business day, but no one called me back. *** **** ***** ****** *** ** ** **** ** ** **** *** **** ***** ** ** **** *** *** **** ** ******* ** **** ******* ******** ** ********* *** * *** ** *** ***** ***** *** **** *** ***** ******* ****** ** ******* Later that day or the next day, i tried to chat with someone who told me the same thing…the loan has been canceled. the funds were never sent to me , no attempt was made to contact me, and when I asked if the notification could simply be resent, they said that was impossible because the application was canceled. I was advised to reapply and I said no because that would be a bother hit on my credit bureau , I want the Credit bureau entry of February 9 to be removed from my credit bureau. I never received the funds from money Mart and no one for money mart even tried to help me out with my concern. **** *************** 

  Business Response

  Date: 22/02/2024

  This complaint is under investigation and the consumer will be contacted directly for resolution.

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No attempt to contact me was made. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Dec 28th 2023, I went to Money Mart to use the ******* ***** service ( as I have at least 5 times in the past 12 months ) I was receiving money sent to me from my father. The information details excluding the special receiver number that is required to access the funds was exactly the same * My father and I share the same last name*
  For Christmas and to help me out my father sent $200. As well as knowing all required info ( sender name, location, amount, currency, code ) I used my Canadian citizenship card, which has my picture, full name, height, date of birth, signature, date issued, and citizenship number. For some reason they wouldnt accept that as ID, my other ID I had expired ( drivers license expired oct 21st my birthday 2023, which I could tell them was the last time I was at their location receiving money and that was the ID I used so the information is still in their system). * *** ** * *** ******** ******** * ****** *** *** * **** ******** ** *** ******* ******* I cant drive therefore wasnt able to renew my drivers license when it expired in Oct. I had my passport as ID aswell but that expired July 23rd 2023, I had my health card with me aswell doesnt expire until 2027.
  Now I checked with the Service Canada- Canadian passport as long as its not used for travelling is valid form of ID upto 6 months after expiration date and Drivers license valid for of ID up to 1 year after expiry. As for healthcard it is illegal for it to be requested unless it is for medical reasons however if it is offered volunteerily that is acceptable.
  Considering I knew all the details of the ******* ***** transaction, I had my Citizenship card - ** passport, drivers license, healthcard, I was refused my money. I had to go to service ontario use the same ID they refused, pay $35 to get the Ontario Photo ID card- now waiting 4-6 weeks for delivery, I am in desperate need of my money- I do not understand why the most important form of ID I have ( citizenship card ) is not acceptable

• Initial Complaint

  Date:02/01/2024

  Type:Billing 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 got a clean report with **********
  For some reasons I’ve had issues with errors with ******* with wrong information reporting which has been corrected.
  This item from money mart remains which I’ve spent hours contacting the company to remove this wrong information.
  I’ve spoken to an agent there who confirmed to me there’s a mismatch with my social insurance number as well as address.
  This company needs to realize there’s countless people with this name

  Business Response

  Date: 25/01/2024

  This complaint is under investigation and the consumer will be contacted directly for resolution.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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 called the ********** ** location to ask about cheque cashing, was advised there would be no issues. I drove almost an hour to get my government cheque cashed. Spent 2 hours there, was told it would take up to 7 days. They called and needed me to come back, an hours drive BOTH ways because THEY forgot to get me to sign my cheque. I called 7 days later to see about my cheque, was told a supervisor would call me back, did not hear from anyone. Called again this morning, asked about my cheque was told tomorrow, asked for a complaints number and was hung up on. They OWE me over 7000!!!

  Business Response

  Date: 08/11/2023

  This complaint is under investigation and the consumer will be contacted directly for resolution.

  Customer Answer

  Date: 13/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they **** to me multiple times in person and on the phone, why would I expect anything different?
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 16/11/2023

  The consumer will be contacted directly for resolution.

• Initial Complaint

  Date:27/10/2023

  Type:Customer Service 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 use to get good service from money mart, but gone so far downhill i totally wish i never dealt with them now.
  i have an installment loan, like so many ive had some struggles but kept making my payments. I asked to refinance to extend my term out, lowering my monthly payments, was told i could online, but in fact i couldnt do it, they then said they couldnt help. I asked if my upcoming payment could be deferred or delayed. I was told i needed to call the store i dealt with. So i did, they told me they couldnt do anything to help. So i called back the main line, this time used their texting service, told them i wouldnt have to cancel the payment with my bank since they wouldnt help, then they told me they would stop the payment, but after she checked my account she said sorry the payment was already queued up so she couldnt stop it. Its 5 days away still but she couldnt help, and when i asked why wasnt this done when i called a week ago she said they made a mistake and how sorry they were. So now i have to pay my bank fees, take a hit on my credit rating to stop the payment that they refuse to do. * ***** ***** **** ******** ***** ** **** ***** ********* ** **** ** **** *** *** *** *** ******** ********* ******** ** **** **** **** ****** **** ********* ** **** ********* *** **** ******** *** ******** ** ******* * ********* **** ******** ***** *** * *** **** ******** **** *** *** ** **** *** ********* **** *** **** * **** **** ** *********** ******* *** **** ****

  Business Response

  Date: 08/11/2023

  This complaint is under investigation and the consumer will be contacted directly for resolution.

  Customer Answer

  Date: 11/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I still haven't talked to money mart.  They did call,  i was hoping to keep it just email. However i will call them back next week and hopefully they will offer a solution 

  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 16/11/2023

  The consumer will be contacted directly for resolution.

  Customer Answer

  Date: 24/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Until i hear from them i don't accept.  They keep saying they'll contact me. I have asked them to email a specific time they will call and ill answer.  ** **** *** ****** ****** ****** *** ****. I cant just answer the phone any time, calling them and im on hold and have to go over every detail again and again with each new person.  I really dont think im asking alot but they refuse to accommodate 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  They have took money out my account twice once on September 22 and the other on September 29 they told me the refund would take 5 to 7 business days but still nothing and now they keep giving me the run around saying they don’t know when after several people told me it would be by the 5-7 business days I am very disappointed with them especially since they we’re paid

• Initial Complaint

  Date:25/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  On Aug.30 I went in and paid off my loan to money mart in full. In return I re borrowed $1200, on sept 1 money mart pulled $740 from my account when my loan payment wasn’t due until sept 15. I called the customer care line and got told there was nothing they could do to help me and that I would have to wait 10 business days. After 10 business days I called again and was told again there was nothing they could do and that it was “ an issue with the back room” I ended up having to put a stop payment on the loan that was due on the 15th of sept because they were still withholding more of my money then I owed because I couldn’t afford it. I called again sept 21 and was told I would have to wait yet again another 10-15 business days before I would hear a resolve.

• Initial Complaint

  Date:12/09/2023

  Type:Billing 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 a installment loan and was approved for $4000.00. I received the email with the password to accept the etransfer, but never received the etransfer. This was on August 5th, 2023. I have called them numerous times since then, and they tell me the same thing every time, that my complaint is being expedited and will take 5-7 business days. It's been 5 weeks and I'm still not getting an answer. They are taking payments out of my account for this loan, I have sent them numerous bank statements showing i haven't received it. They say it is active on their end, but I do not have it. I'm getting really frustrated and tired of being brushed off. I just want them to send me the loan that I am paying for. I have uploaded a copy of the contract that shows I was approved, as well as bank statements and the amount of money they have taken from me so far. I am hoping that contacting you will get the results I deserve, as they are not willing to help me. I just keep being told thank you for your patience, but my patience with them is wearing thin. I need help to resolve this issue. I don't know who else to contact.

  Business Response

  Date: 25/09/2023

  
  This complaint is under investigation and the consumer will be contacted directly for resolution.