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Business Profile

Financial Services

Money Mart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

Find a Location

Money Mart has 402 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/09/2023

      Type:Billing Issues
      Status:
      Answered
      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 taken an instalment loan out from Money Mart for a large amount. On August 23/2023 I worked with my financial institution and they had sent a substantial payment to Money Mart that was actually over the amount due. On August 28/2023 this payment was still not reflected on my balance so I contacted Money Mart headquarters. I was told that the payment had a hold on it and I needed to pay off an arrears of 315.00 in order for them to process this large payment. The payment that was made was 600.00+ more that’ll the loan itself. So I contacted the ********* branch and she was very helpful. The arrears were paid. So I called head office again on August 30/2023 to inquire as to why the large payout was not reflecting on my account? I was told there was no record of it which was not true considering I spoke to some about this earlier. Interest is still accumulated on this instalment loan and there is a scheduled payment coming out again this week for another 315.00. I confirmed the payment with my financial institution and the payment was indeed made. So now come this Friday I will be paying a total of $600 plus on a loan that should have been settled and closed on August 23/2023. They are delaying this transaction and charging me 46% interest daily. I want this settled and my account closed and all excess funds returned to me plus the interest they tacked onto the balance since August 23/2023. **** ** ********* ******* ** *** *******

      Business Response

      Date: 25/09/2023


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

    • Initial Complaint

      Date:21/08/2023

      Type:Billing Issues
      Status:
      Unresolved
      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 took a loan out,payday loan it was due on the 15th of august i asked for an extension,they allowed it,then they tried to take full amount out 753.25 anyways on 15th.and i was charged nsf 48.00.
      Then on the 21st of august they tried taking full amount out again and i was charged 48.00 nsf...i just spoke to them today and said it was not to be taken out until the 31st of august and only 200.00 payment not the lump sum.this began august 1st 2023.
      Loan 655.00 loan fee 15.00 per 100.00 borrowed cost of borrowing 98.25 annual percentage rate 365.00
      Total to be repaid 753.25.120 ***** ******* ********** *** *** ******* *** **** Why such high intrest and we are in crisis because of fires right now.
      **** ****** *** *** ****

      Business Response

      Date: 25/09/2023

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

      Customer Answer

      Date: 25/09/2023



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      **** ******...i call them and they hang up on me.then a day later they call me,and pretend they can not hear me.

    • Initial Complaint

      Date:31/07/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 July 28, I went into the money mart location stated to apply for a loan. **** * **** *** ***** *** ** ********* *********** *** **** **** ***** **** ** *** ********* ** *********** When I tried to tell her I had used them in the past, she said it was a new regulation. When I asked her how was I supposed to pay my rent and bills, due in 2 days, she replied "I don't know. Should I give it to you out of my pocket?" I made a complaint to money mart head office. I was told to try and get the employee's name, however that request was also refused and they hung up on me.

      Business Response

      Date: 26/09/2023

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

      Customer Answer

      Date: 26/09/2023



      Complaint: ********



      I am rejecting this response because:

      I have heard this before and nothing was done about it and I have not received a call from them 

      Sincerely,



      ***** *******

    • Initial Complaint

      Date:28/07/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Money mart has sent a collection to credit bureau affecting my credit score. The debt was resolved in cash at ********* store, the employee did not give a recipt and they are wrongfully affecting my credit.

    • Initial Complaint

      Date:12/07/2023

      Type:Product Issues
      Status:
      Answered
      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 sent $4,020.46 through Money Mart to Mexico, and at the time, my girlfriend told me she was not well, so I called ******* ***** and asked them to refund my money. This was on June 6, 2023

      I went down to the money mart in ******* where I sent it and tried to collect it.
      For some reason, the person who did the refund put it out by 4 cents, so when I tried to get my money, an error came back, and they could not give it to me.

      They told me to go to another money mart and try it there. I went to three money marts and tried.
      No luck. Again, the same error message came up. I have spoken to 4 Managers that say my check is in the mail and sent ******** ****. I have been on the phone weekly, and still, no check. When I called today, I was told that a new case # would be open for me. This is the third case # from this company; they are still holding on to my money and told me to wait 48 hours before calling back.
      ** ******* ** ****** *** *** * **** **** ***** **** ************ * ** ******* ******* ** ****** ***** **** ** ******** **

      Business Response

      Date: 17/07/2023

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

    • Initial Complaint

      Date:29/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      May 29, 2023
      Trying to arrange stop payment. On phone over 1.5 hours between 2 departments. One says I'm in arrears the other says no record of arrears. They gave me another number to call ************ which does not connect to their collections office. Recording states it's disconnected and to call another number which I will be charged $4.99.

      Business Response

      Date: 06/06/2023

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

    • Initial Complaint

      Date:29/05/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 renewed my installment loan at the office in *******, previously I only dealt with the MM in ***** because I had heard bad reviews about the ******* branch, however decided to give them a try to avoid driving 1 hour to *****. One day I paid more attention to what MM was taking out of my account I noticed an additional charge of $145.87 coming out. So I contacted MM who said it was insurance. I never ever have agreed to insurance, she said (******* branch) well you signed for it. Well I only sign where they ask me to and I would definitely have said NO to insurance. You can look back and see I have NEVER EVER had it! Those employees at ******* branch took advantage of a senior citizen! I have had nothing but issues with *******. They filed a complaint for me to a "*******" someone who denied me a refund, Saud if it had only been 1 month maybe they would have refunded it! I have been a customer fir years and had NO issues til I went to ******* store. I can't afford to be out this money. Please look into this fir me. Thanks ****

    • Initial Complaint

      Date:25/05/2023

      Type:Billing Issues
      Status:
      Answered
      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 march 31 st took a money mart loan out payments 118.93 every two weeks on may 3rd they took 316.00 out of my account and no tell me I am months behind on payments?

      Business Response

      Date: 29/05/2023

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

    • Initial Complaint

      Date:16/05/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      My issue is with money mart head office and the branch at 15 keele st in Toronto. They wont respond to me. I owe them money, but they wouldn't respond to my emails and then sent the debt to collections. That's understandable, but i also have an installment loan and its due for refinancing, i dont want more money but would like the term extended so my payments are lowered for now. I called the branch at 15 keele, i was told to come in, then i went in and was told immediately that i couldn't refinance. Why couldn't they of told me that on the phone? But the worst part. My loan payment is due on the last day of each month. I called several days in advance asking since April 30th was a Sunday, i asked if my payment would come out on the Friday before, or the Monday after? The person said it couldn't come out on the 30th since its a Sunday, once again i told them i knew that and wanted to know what day it would come out. I was told it would be the Monday, i asked if they were sure, they assured me it would be Monday. Well it came out the Friday before, i failed payments to other people and got nsf charges, hurt my credit rating. Ive tried contacting Money Mart and now they refuse to respond to me. They even blocked me on ********. I was respectful in every message i send, i just want an explanation, but no response. Im so upset

      Business Response

      Date: 16/05/2023

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

      Customer Answer

      Date: 16/05/2023



      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. However only acceptable if they actually do contact me, I have complained directly to them multiple times before this and they always say they will get back to me, but they never have



      Sincerely,



      ***** ****

    • Initial Complaint

      Date:10/05/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 was approved for an installment load on February 22/2020. My payments were $203.00 every two weeks with my first payment being on March 5/2020. I had about 9 miss payments for the last 3 years but I always went into the store a couple of days later to make a payment. On January 7, 2023 I had a miss payment due to my account being on hold, however I went into the store on January 9 and made a payment. At that time I got a copy of my payment history and payment schedule which showed that March 30/2023 was to be my last payment. I was surprised so I went back to the store a couple of weeks later to show them my payment schedule and the person looked my account up in the computer and told me that the payment schedule was correct. However after March 30/2023, Money Mart keeps trying to take out a payment loan. I went to the store to discuss this and they gave me another payment schedule that has my last payment as August 3/2023. I asked why and the CSR told me that I have to contact the head office. I called the 1-************* number and the CSR gave me another number for billing. I called 1-************ and the CSR told me I had to go into the store. At this point I am angry as I am getting the run around and no one can answer my question as to why my payment schedule was extended. I received a loan journal from one of the CSR that shows that some of my miss payments were not paid and I never keep the receipts so I have no proof. However as of March 30 (which should have been my last payment) I have a reminder on my loan of $1405.40. I have now put a stop payment on my loan until I can understand why this is the amount left to pay when I was told my last payment was supposed to be on March 30/2023. The only answer I have been given so far is that the CSR made a mistake but this is two CRS and the payment schedule that they gave me that answer as a mistake. I am looking for answers about my account so that I pay the correct amount on this loan.

      Business Response

      Date: 25/05/2023

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

      Customer Answer

      Date: 25/05/2023



      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,



      ****** *******

    Money Mart is NOT a BBB Accredited Business.

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