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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      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 took out a loan and I canceled it the same day cause didn’t need it anymore they took back the 900 dollar loan after it was deposited but it still charging me this is messing up my credit and I can’t loan money on my card they kept trying to take money out for loan that I canceled please help me with fix this situation asap thank you I put a picture showing that the loan was take back out after I canceled it

    • Initial Complaint

      Date:21/09/2022

      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 tried to make a payment at a local money mart for 3 or 4 days now on an instalment loan.
      However. They always say there is a problem with my account and the transaction can't be completed. I have to get this problem resolved by the 27 of this month because i want to pay the loan off without any extra interest. I phoned money mart head office and they said there is no problems that they can see.
      I hope you can contact them and get this problem resolved.
      Thank you for your time.

      Customer Answer

      Date: 29/09/2022

      I recently filed a complaint about not being able to pay my money mart bill
      However, the bill has been paid and everything is good.Thank you for your help.

    • Initial Complaint

      Date:19/09/2022

      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.
      Borrowed money until payday , paid in full on time as per agreement . Went to borrow more and was told “there’s a cooling off period of 7 day” before you can borrow online but you can go to the actual store and borrow no problem. This makes no sense whatsoever.

    • Initial Complaint

      Date:12/09/2022

      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 had applied for an installment loan online. They approved me for said amount. I proceeded to provide them with my personal banking and other information in order to receive the funds. I signed their loan agreements. I received an email confirmation stating congratulations your approved loan of $XXXX will be sent to your bank within 48 hours. The next day I get another email saying unfortunately they have declined my loan and the reason was "online denial". I called their 1800 number and the agent can only tell me that it's been canceled but cannot offer any more reasons as to why money mart would approve someone and have them sign agreements with banking information, to then decline them after? What does online denial mean? I'm very concerned that they have my personal information and will charge me for said loan that was canceled on their end. I just don't understand why money mart would play with peoples' lives by approving them and then declining them when they are in need of funds. *** *** **** ******* 

      Business Response

      Date: 16/09/2022

      We are working to investigate the customer concerns and will provide a response as soon as possible. 

    • Initial Complaint

      Date:06/09/2022

      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.
      Moneymarts system says I did pay back my loan yet Mt Bank was charged 75 dollars twice not once and been getting texts calls from agents asking about payment had to repeatedly say what's going on I even went in to money mart and there system says I paid them 0 dollars when in fact I paid double so I had to show them proof of payment on my phone and to boot it's a long weekend monday is a holiday I have to wait 4 days to get this resolved and also my bank charging me an nsf fee cas of this so now instead of paying 75 I'm paying 150 plus paying my bank an nsf fee because moneymarts ****** ** ***** *** doesn't have all the appropriate Information causing money mart to keep bugging me about money that I already paid I paid them 150 and they call say I owe them 75 more and I never paid like this is completely ridiculous

      Business Response

      Date: 16/09/2022

      We have received the complaint and are working to investigate the consumers concerns. A response will be provided as soon as the investigation is complete. 

    • Initial Complaint

      Date:06/09/2022

      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.
      Hello,
      I signed up for a loan installation on August 29, the money was supposed to be sent through *******, however after over 48 hours I never received it. I have exhausted everything I could possibly do; I called customer service, I tried to cancel online but never saw a cancellation button, I called my bank to see if the money was pending, I went in person to a money mart location and all they could do is resend me the same email I got. At this point I already sourced my loan from elsewhere and would not be needing this service ever again. If you guys don't cancel this I will be escalating the matter to the proper authorities as I have been nothing but patient and understanding with your company.

      Business Response

      Date: 16/09/2022

      We have received the complaint and are working to investigate the concerns. We will provide a response upon completion of the investigation, 

    • Initial Complaint

      Date:29/08/2022

      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 had an instalment loan with MoneyMart. In Jan. my son was in a life threatening accident. I had to go to ON & stay there for 3 months, during this time my bills were not being paid. I sent emails to moneymart asking them to please speak with my wife so we could work out something. I even sent them a signed letter to deal with my wife. At the end of April I started making my full payments again & ontime. When I made the April28th payment it was done online with my account. When I made payment there was a thing pop up that said if I made the next 4 payments through PAD, they would move my back payments to the end of contract. All payments have gone through my back & I started getting phone calls from a collection agency, they said moneymart has turned this over to them. When I asked what happened to my payments he said money mart has transferred them to him. I am very upset with this being done as I never received anything in writing from moneymart telling me it was going to collections & I was paying on it monthly. I don't deny that I missed 3 payments. I honestly felt that once I paid in April & I was told the back payments would be moved to to the end of contract that was the case. With this happening it has caused me severe issues as I need to refinance my mortgage & I can't afford to pay collections $7000 all at once, they have given me 2 weeks to pay them. I & my wife sent many emails regarding my situation right away in Jan & each month after. I have never tried to get out of paying this debt, I admit to missing 3 payments & asked for help to work this out, which was never offered. They also show 5 missed payments on my credit report, which is wrong. I have all my bank statements to prove payments were made ontime. Collections told me to put stop payment on moneymart for next payment, I don't want to do that. If they sold this debt to collections why are they still taking money from my account.You can speak with wife, ******* ******** if I am not home to take

      Business Response

      Date: 16/09/2022

      We have received the complaint and are working to investigate the consumers concerns. A response will be provided upon completion of the investigation. 

      Customer Answer

      Date: 20/09/2022

      I am hoping they will take this away from collections & let me continue to pay as I had been doing since April. They did not take a payment on August 27. I did not make payment to collections until I know where I stand with this.

      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:15/08/2022

      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 contacted Money Mart head office NUMEROUS times to complain that my account is still saying it is not settled. I filed bankrupt and my trustee says they accepted the proposal. Yet it still says I have a balance outstanding I called the department at Money Mart that handles delinquent accounts and was informed to go into any store and show them my discharge papers and It would be taken off. I thought that was absurd as the trustee had already sent them all info. I did as instructed and up to date, my account is still outstanding. Money Mart is a horrible company and they keep trying to keep you in debt. I want my name clear. And the account brought to zero. I am tired of the back and forth and manipulation from Money Mart. Each time I call they tell me something new. They already know I filed bankruptcy as my trustee informed them and I have the proof. Yet they won't take it off my file. and when I go in store they are not helpful. Keep telling me to contact the head office. Which I am tired of calling
      **** ** * ******* ******* ** ** **** ** ******** * ** *** **** ** ****** ** *** **** ****** * ****** ** *********** ** ** ** ******* *** ************  
      Thanks in advance for your help

      Business Response

      Date: 06/09/2022

      We have received the response request and apologize as the first email was missed. We are working to investigate the consumer's concerns and will provide a response as soon as possible.

      Customer Answer

      Date: 08/09/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)

      **** *** ** ************ Numerous times I contacted them, so did they miss that as well? I want .y name off their system. As stated prior I have done all they requested but they forfeited and still have me as owing

    • Initial Complaint

      Date:09/08/2022

      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.
      For over the last 4 months I have been receiving phone calls for some lady named ****** *, Saying that she Is Late in her Payments and they are Contacting the FDR. I have told them on numerous occasions that I am not ****** * and I have no idea who she is and to please stop calling me as its not getting them anywhere and its harassing me. They refuse to stop calling me as its the number they have on file and that they have to call it. I have never once taken a loan out from the Company Money Mart nor have I ever allowed anyone to use me as a contact or co-Signer.

      Business Response

      Date: 06/09/2022

      After review of the details **** ***** provided in her complaint, ******** ********* ******** ***** *** *****  Money Mart was unable to locate the phone number provided (*** ********) in any of our dialer systems. As such, we believe this complaint has been forwarded to the incorrect company. Should **** *****' still believe these calls are coming from a Money Mart location, we request **** ***** please provide the phone number she is receiving these calls from so we may investigate this further.

    • Initial Complaint

      Date:26/07/2022

      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 used money mart to cash several checks for me in the past & never had any problems until July 18th, 2022. On this day I uploaded two separate checks both for $100 and both from the same place. I used Money Marts app using the mobile check cashing option and on their app it actually shows that both checks were successfully cashed and that they had deposited two payments of $95.01 into my bank account but my bank only received one payment of $95.01. I spoke with my bank and they assured me that the problem was not anything on there end. So I called Money Mart immediately and was hung up on several times, have been told a supervisor would call me back but never does anyone call me back. I've never been given any answers about what happened or where my money is. They always just place me on hold and don't try even helping me. Their customer service is horrible. I can't understand any of them. Their phone service is horrible I can mostly just hear static and it's now been almost a week and no one can give me any answers. I really needed this money right now because honestly I have been going thru some hard times and I didn't eat because of this company which by the way I will never use again and the more I look into this issue it seems these same kinda issues happen to others all the time. I also noticed that they cashed both my checks using the same transaction number for some reason when that should've been two separate transactions. I feel like they have just taken me for $100 dollars and Im not ok with that. They need to pay me what I'm rightfully owed and I deserve atleast a apology at the least.

      Business Response

      Date: 15/08/2022

      **** *********** concerns are under review. Money Mart will provide a response upon conclusion of the investigation.

    Money Mart is NOT a BBB Accredited Business.

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