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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

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Money Mart has 402 locations, listed below.

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    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:10/05/2023

      Type:Billing 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 got an installment loan for $500, I decided I should have borrowed more so I paid back the $500 in three payments. 1 for $200, 1 for $150.39, and the last payment should have been $150 but Money Mart took $ 500 from my account. All three payment occurred before any interest had accrued. Money mart took $350 more than I owed. I needed this money back right away but I get no answers when I call, I text messaged a help line and they say they will look into it but I haven't heard anything back to acknowledge they will correct this issue

      Business Response

      Date: 10/05/2023

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

      Customer Answer

      Date: 11/05/2023



      Complaint: ********



      I am rejecting this response because I feel they have no care that the error on their part has caused me hardship, they have no worries that I need that money to feed my kids. It has been 6 days since their mistake and I want my money returned right away, how long does it take to verify 3 simple transactions? Please BBB prompt them to resolve this issue before the weekend, tomorrow is a week that's long enough



      Sincerely,



      *** ******

      Customer Answer

      Date: 17/07/2023

      I am responding to let you know that Money Mart has adequately resolved and corrected the overpayment they charged me. Although I am not happy it took way too long and caused me financial hardship I am satisfied that it is now looked after.

    • Initial Complaint

      Date:24/04/2023

      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 have been a member of ******* and ** ***** to watch my personal credit to protect against fraud. I received a notification that there was a collection notice in my name from Money Mart dating back to Dec 2021. Money Mart filed with *** ********** Services on March 1st 2023. It was after being yelled at by a very angry unprofessional *** agent, who demanded my birthdate, which i did not want to give, the 3rd agent I spoke to gave me the information on who the collections notice was from and it was Money Mart.

      I called Money Mart to let them know I don't use Money mart as I am financially secure and do not need payday loans. They asked for my telephone number (I gave 2 phone numbers I had for 20 years) to look up "an account" and nothing came up. I let them know it was because it was fraud and they directed me to the Head Office. Head office said that I had to get a police report and send my government ID, OVER EMAIL! No secure link. I asked what is the process for someone to get a payday loan. They MUST ask for ID but they said if the application was done on their website, it is not. So I have to verify my identity via unsecure email but it is not required online?

      Absolutely not acceptable that this is the route of their online application and there is no protection to innocent consumers from fraud. Money mart is not PCI compliant if they are expecting me to email my government ID and anyone can get a loan in your name without actually verifying the person on website! My excellent credit score now is decreased to just good, because of $1300 fraudulent loan. The police advised me not to email my ID and that Money Mart should be out of business. Money mart needs to clear my name. Considering since 2021 they have not been able to reach the fraudster and literally the very day, ******* emails me, I have called MM 4 times to resolve this as fraud, called police and ** *****, I shouldn't have to jump through hoops for THEIR POOR business and loan practices.

      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 upon their attempt to reach out to me. If they do not reach out to me within a reasonable time, I will proceed with the complaint. I have asked for the original contract and copy of the ID they have on file and have yet to be received. I am concerned, being that the information they have on file is incorrect and if they attempt to reach me through the fraudulent contact information they have on file, they will claim "no response"

      They MUST call me on my cell phone ************. I have had this cell number for 20 years. 



      Sincerely,



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

    • Initial Complaint

      Date:03/04/2023

      Type:Customer Service 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.
      In July of 2022 I went to Money Mart at the location that I provided. I had to take out a loan for emergency for the family dog. I never asked for any insurance etc. on the loan. The payment dates were set up for the 15th and the 30th of the month.
      I started to notice that the monies were been taken on a Friday before the actual dates. This was leaving me in a bind. I called and changed my payment dates to the 16th and the 31st of the month because of my payroll.
      In November I saw that they took out 2 payments for an amount I did not recognized. I went into the store closest to my work and found out since July they were taking out insurance monies and this month they took 2 payment. I spoke with the ***** there and he took a copy of my bank statement and sent this into the Head Office twice without any resolutions. That location closed so I starting calling Money Mart directly and was only able to reach a call center that would not assist at all. I asked for a signed document that showed that I signed for any insurance authorization, they could not provide this.
      At this point I have not been able to resolve this issue. I have tried everything and they have not contacted me back.
      They were taking money out of my account for insurance that I did not authorize. Then when my payment dates were changed they tried to take 2 payments at one time and succeeded.
      I would like 5 months of insurance payment which is about 250.00 plus the one extra payment they were not entitled too of $50.00
      I have had installments loans in the past and have never forfeited on any and I have never ever taken insurance on any past installments loans.

    • Initial Complaint

      Date:17/03/2023

      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.
      * ** ** ********** *** I have been cashing my checks at money Mart you made me charging me up to $80 for each check and I found out just recently because *** ** ********** they're only allowed to charge $10 and this is throughout the ***** ******** ******* many branches they should have a record of all my checks and I would like to be reimbursed the monies that they took over and above but they're allowed to

      Business Response

      Date: 13/04/2023

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

    • Initial Complaint

      Date:09/03/2023

      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 borrowed the money from them at a 40% interest - ok so be it
      Then months later they try to 'renegotiate my loan' - ya to make themselves more money!
      At the end of a bi weekly payment structure for 18 months is 36 payments
      I payed 39
      I called, and called, and called and they will not admit to any wrongdoing as then they will have to pay me!

      They made some excuse of a late payment - but if I did not pay that would have been recorded, AND they would not stop hounding me until the end - which did not happen

      So no they are *****, and they made a mistake and then **** again. This business * ***** ** ********* ***** **** *** **** *** ********** ** ********** *** **** *** * **** *** *** **** **** ** **** 
      Now if they say I still owe them money, one payment which would make 40 payments of a 36 payment account that would be 2 months behind when I was not one payment behind... they would have been harassing me all throughout the loan, and they did not, and that is recorded. So with that info, and if the BBB requests of when their last call to me was demanded, and I no longer receive calls from them, then that proves that something is amiss.

      So after fighting with them and they stop calling b/c I proved myself correct, they are not calling, but their sub agent collection firm still is. I complained to both, they will not stop calling

      This is beyond indifference and disrespect
      I would have let them have the money...
      ** *** ** ** ***** **** 
      So I want u to tell them that I want to have the extra 3 payments refunded, and the entire amount of interest paid to them refunded, so they do not make a single penny off of me

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

      Business Response

      Date: 13/04/2023

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

      Customer Answer

      Date: 09/05/2023

      to argue to the contrary; disprove; confute:

      They have made no statements yet, and so nothing yet to disprove or confute, correct?!  And no I do not want to talk to them as I already have - this is done - they took 39 payments from a 36 payment contract and I paid twice every month.  I have them admitting that on tape.

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

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

    • Initial Complaint

      Date:09/01/2023

      Type:Customer Service 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 applied for and received a high-interest instalment loan on December 12, 2019 for $4,500. I was given a payment schedule for 78 payments of $106.15 (the last is $105.15) and the last payment was to be made on Nov. 25, 2022. But Money Mart took out another payment three more times. After I saw the two payments in December 2022, I called Money Mart and told them my loan was finished & they should not have charged me. I was told actually my last payment is January 6, 2023 (I am expecting the third payment to come out overnight tonight). I was out of the country at the time of my call so I did not have access to my documentation. On reviewing now I am confident my recollection was correct — the payment schedule given to me at the time of the loan said the very last payment of $105.15 was to come out November 25, 2022. I have never requested or made any changes to my end of the loan agreement. I want the three extra payments this company ***** from me returned promptly and an explanation as to why I was lied to.

    • Initial Complaint

      Date:08/01/2023

      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 have NEVER missed a payment on my loan. I applied online and never went to a MoneyMart outlet, yet this number keeps calling me about my loan and they always ask for “*** ******” and then lecture me about my loan. It’s harassing and unnecessary as I always pay my bills on time. I’m sick of it and I want it to stop please . Thank you

    • Initial Complaint

      Date:08/01/2023

      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 have been receiving random calls from money mart from multiple numbers. I have no business with money mart so it’s fraudulent. However they have used various numbers to contact me. I have no idea how they got my name or number or why they are calling me. I have blocked various numbers only for them to use alternative numbers. I have never dealt with Money mart.

    • Initial Complaint

      Date:06/01/2023

      Type:Customer Service 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 have tried to make a way to pay money mart. Their ************** practice is preventing me from finding a way to set up a payment plan for an outstanding debt. Every time i try to contact them, they state i have to call them. I am unable to make calls, due to severe anxiety. I have to do things via email or online chat. Whenever i persue this, i am told to find a person to do this for me, or try. None of these options assist me and this is incredibly **************. I need a person from collections to contact me via email only to resolve this. Instead i receive countless phone calls and incur interest i cannot pay.

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

    • Initial Complaint

      Date:03/01/2023

      Type:Customer Service 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 setup an account providing a bunch of personal information for a payday loan. I applied. I was rejected. I chatted with a. representative shortly after and asked to have my account deleted along with all the information they have and use with others. They claim I made a transaction and can't delete my account for 7 years. I did not complete a transaction. No agreement was every made. No money exchanged hands. I do have screen shots of the conversation with the representative from Moneymart if you need to see them.

      All I am asking is they delete my information and account and email me.

      Thanks

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