Business Profile

Check Cashing Services

Community Choice Financial, Inc.

Complaints

This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

434 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

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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:10/08/2024
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 paid off my loan and it has come out of my bank account but is not reflected in my online Speedy Cash account so they are attempting to take out another payment. The customer service person on the phone refused to help me and was very rude.
Business Response
Date: 10/14/2024
*******************

Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). SCIL INC, LLC DBA Speedy Cash, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they paid off their loan, but it is not showing as paid on their online Speedy Cash account. They allege Speedy Cash is attempting to take out another payment. They further state the customer service representative on the phone refused to help them and was very rude and desire a billing adjustment.
A review of Speedy Cash records revealed on July 10, 2024, an installment loan was obtained in the amount of $1,000.00 online. The loan was contracted to be repaid in over fourteen (14) months with thirteen (13) payments of $157.92, due every other Friday beginning on July 19, 2024, and a final payment of $157.98, due on January 17, 2025. Based on the payment history, we have received 6 payments in the amount of $157.92. On October 4, 2024, an ACH payment in the amount of $775.25 was scheduled and on October 9, 2024, the payment posted to the account, which paid the loan off in full. On October 10, 2024, an email was sent to notify the Complainant of their account status.
Speedy Cash endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration the Complainant may have experienced. We have forwarded the Complainant’s claim to the appropriate members of management.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************
Initial Complaint
Date:10/04/2024
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 obtained the loan on 12.15.22, and in June 2024, the transmission failed on the car which the title loan was secured.
I contacted the branch to see what my options were when dealing with an immobile vehicle. ***************** at Titlemax ********************************************************************** informed me that if the automobile broke down, the only option was to bring it (at my own expense) to the Titlemax Branch, where they can confiscate it and list it on my credit report as if I had defaulted on a loan.
I explained to the new Manager, whom I had never met before since payments were always made on time and through the portal, that it was not my intent to default on the loan, but rather to find a common ground of resolution since the car was not mobile. we got nowhere, so I obtained the phone number to the Director of Operations.
The D.O. explained that to pursue a settlement, I would need to submit a cost estimate to fix the vehicle.
On September 19th, 2024, I submitted the estimated cost of $2,002.00.
It's been two weeks since the documents have been submitted and I have not heard anything. I then called the D.O again and asked for an estimated date on when the settlement will be accepted, they replied, there is no time frame.
As of today, I did my best to comply with all consumer rules and regulations and have paid $14,050.26 to TitlleMax, not to include the money that I will be required to pay because they have not acknowledged a settlement by 10.10.24.
My loan is only $5,368.00. I've paid this loan more than three times the stated amount and I am unable to obtain any assistance in settling when my car breaks down?
So, my assumption is I will never be able to walk out of this debt with good standing; I don't want a defaulted loan, so they will wait on my settlement and squeeze these payments out of me.
I cant move in getting a new car and I cant get this one fixed because payments of ****** are going to the titlepawn. its been a nightmare and horrific.
Customer Answer
Date: 10/07/2024

As additional information to provide this is the estimate received and what was sent to Titlemax on 9.19.24

Business Response
Date: 10/09/2024
October 9, 2024

Better Business Bureau
**************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of ************* DBA TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant indicates their vehicle is inoperable and asked TitleMax about a settlement. The Complainant further states they have hear nothing additional after submitting an estimate cost to fix the vehicle. The Complainant claims they have paid more than three times the **** amount and requests assistance.
A review of TitleMax records revealed that on December *******, a **** transaction was obtained in the principal amount of $2,518.00 at a storefront in ********, **. The Complainant granted a security interest in a 2014 ****** Camry with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,920.62 on January 14, 2023. However, to the extent they chose not to pay the amount in full to redeem the vehicle, the Complainant could, at a minimum, pay the outstanding pawnshop charges and extend or refinance the **** for an additional thirty (30) days. The Complainant made two (2) payments on January 14, 2023, and February 9, 2023, in the amount of $402.62 each to extend their due date an additional 30 days.
Between February 15, 2023, and September 14, 2023, the Complainant extended or refinanced their **** multiple times, occasionally borrowing additional funds. The final refinance was completed on September 10, 2024. As outlined in the most recent agreement, the **** is contracted to be repaid in full in the amount of $6,039.00, on October 10, 2024. On October 7, 2024, the Complainant was informed that their request for a settlement agreement had been declined.
The Complainant entered into a **** transaction with TitleMax. Under a **** transaction, the entire balance of the **** becomes due and owing in thirty (30) days. The Complainant has no obligation to redeem the Vehicle or make any payment on this ****. As indicated in the Initial Term; Extension and Continuation:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.

Contrary to their allegations,the Complainant has not paid more than three times for the ****. Rather than pay the pay the balance in full,the Complainant chose to pay the minimum pawnshop charges and extend or refinance the **** each month thereafter, thereby accruing additional charges. It is important to note that Title Max encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff.
Redemption or continued payment extending the maturity date of the **** is up to the Complainant. Nothing in this agreement gives us any recourse against them other than our right to take possession of the vehicle upon default in accordance with Georgia law. By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****.
TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************** for questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
**********************
*********************;

Customer Answer
Date: 10/10/2024

******* ***** <*****************************>
Attachments
Tue, Oct 8, 9:14 AM (2 days ago)
to *********************************************************************************

Hello,

As an additional update on Ref. # ********, I received a call from Titlemax yesterday stating they will NOT grant the settlement request, I would need to settle with a Higher $ amount and they may reconsider. is this even legal? I have already paid 3 times over the borrowed amount, the car is not even functional to continue making these payments with no recourse on if they will ever accept a settlement. Also while looking over documents I noticed they falsified the application stating that my credit score was a 600. It is not lower, but I suppose to get the loan that is what they needed to state. Document attached.
Please review the complaint in its entirety as this cannot be legal.
--
******* *****
Payroll Partner, Atrium

************ | *************************

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

****************** | *************************************************************
Business Response
Date: 10/16/2024
October 16, 2024

Better Business Bureau
******************************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of ************* DBA TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they were informed by TitleMax that the requested settlement will not be granted, however TitleMax may reconsider a higher settlement amount. The Complainant claims they have paid three (3) times over the borrowed amount and as the vehicle is no longer functional, debates continued payments with no recourse of a settlement being accepted. The Complaint alleges falsification of their credit score on the application, inferring the score had been altered in order for the loan to be approved. The Complainant, questioning the legality of TitleMaxs actions, is requesting a review of the complaint in its entirety.

It should be noted that contrary to the Complainants statement of receiving a loan TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans. Accordingly, each **** ticket signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn:

This is a **** transaction.Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.

A review of TitleMax records revealed that between February 15, 2023, and September 14, 2023, the Complainant extended or refinanced their **** multiple times, occasionally borrowing additional funds. The final refinance was completed on September 10, 2024. The **** is contracted to be repaid in full in the amount of $6,039.00, on October 10, 2024. On October ******, the Complainant was informed that their request for a settlement agreement had been declined.

The Complainant entered into a **** transaction with TitleMax. Under a **** transaction, the entire balance of the **** becomes due and owing in thirty (30) days. The Complainant has no obligation to redeem the Vehicle or make any payment on this ****. As indicated in the Initial Term,Extension and Continuation:

The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b)satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.

Contrary to their allegations, the Complainant has not paid more than three times for the ****. Rather than pay the balance in full, the Complainant chose to pay the minimum pawnshop charges and extend or refinance the **** each month thereafter, thereby accruing additional charges. It is important to note that Title Max encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff.

Redemption or continued payment extending the maturity date of the **** is up to the Complainant. Nothing in this agreement gives us any recourse against them other than our right to take possession of the vehicle upon default in accordance with Georgia law. By signing this agreement, the *********** acknowledged their understanding of the terms and conditions of the ****.

To address the claim of the falsified application, TitleMax uses a proprietary scoring system for its loan underwriting process. This proprietary scoring system produces an internal score that TitleMax, and only TitleMax, uses to determine whether a consumer is eligible to receive a loan. In addition, in the Your Credit Score and the Price you Pay for Credit document it states:

What if there are mistakes in your credit report? You have a right to dispute any inaccurate information in your credit report. If you find mistakes on your credit report,contact **********************, which is the consumer reporting agency from which we obtained your credit report: **********************, a part of Experian, ************************** P.O. ***********************, 1-************. It is a good idea to check your credit report to make sure the information it contains is accurate.

The Complainant is welcome to proceed with disputing the information in the document by contacting ********************** reachable at **************.

TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************* for questions regarding their account.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
**********************
*********************;
Initial Complaint
Date:10/02/2024
Type:Order 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.
Original contract was said to be at a 12.5 interest rate because of my good payment history and they have not stuck to that agreement. Based on that. The contracts are misleading and unfairpractices. When I question them about this, they told me someone would get back to me and never did.
Business Response
Date: 10/07/2024
BB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ****** ** ******** *** (Complainant). TitleMax of Georgia, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states their original contract shows their interest rate to be 12.5% due to their good payment history. They believe the contracts are misleading and unfair practices. They’ve asked questions regarding their issues and was told someone would get back to them and never received a response.
A review of TitleMax records revealed that on January 3, 2024, a pawn was obtained in the principal amount financed of $3,018.00 at a storefront in Madison, GA. The Complainant granted a security interest in a 2014 Dodge Grand Caravan with a VIN ending in 238075. The pawn was contracted to be repaid in full in the amount of $3,470.40 due on February 2, 2024. If they chose not to pay the entire balance, they could, at a minimum pay the pawnshop charges and extend the pawn for an additional 30 days. Between January 30, 2024, and September 12, 2024, the Complainant chose to extend their existing pawn on seven (7) occasions. On September 12, 2024, the Complainant made a payment of $143.29 and refinanced the pawn, borrowing an additional $3,000.00. The pawn is contracted to be repaid in full in the amount of $6,350.94 due on October 12, 2024.
At the time of pawn origination, the Complainant signed a Pawn Transaction Disclosure Statement and Security Agreement that clearly discloses the annual percentage rate in accordance with the Federal Truth-in-Lending Act and Regulation Z. By signing the pawn agreement, the Complainant acknowledged their understanding of the terms and conditions of the pawn outlined in Pawnshop Charge section, which states:
Pawnshop Charge:
The Pawnshop Charge for the initial 30-day period of the Pawn Transaction is 12.5000 % of the principal amount advanced, with a minimum Pawnshop Charge of $10.00 for such period. The Pawnshop Charge shall be deemed earned, due, and owing as of the Pawn Date. If this Agreement is continued and extended as provided in Section 4, the Pawnshop Charge for the first two extension periods will be 12.5000% of the principal amount outstanding, with a minimum Pawnshop Charge of $10.00 for such period. For extensions that continue the Pawn beyond the first three 30-day periods, the Pawnshop Charge for each subsequent 30-day period will not exceed 12.5% of the principal amount outstanding, with a minimum Pawnshop Charge of $5.00 for each such period. The Annual Percentage Rate (“APR”) for the initial 30-day period of this Pawn, and each of the first two renewal periods thereafter, is 152.08%, and the amount to redeem the Vehicle during each such period is $6,350.94. The foregoing APR and redemption amount are calculated assuming that the principal of the Pawn will not be increased or decreased after the Pawn Date and that you will pay all Pawnshop Charges in full and on time. After the first three 30-day terms of this Pawn, for each subsequent 30-day term, assuming that the principal of the Pawn will not be increased or decreased after the Pawn Date, that you will pay all Pawnshop Charges in full and on time, and that the periodic Pawnshop Charge is equal to 12.5000% of the principal amount advanced, the APR for each 30-day term is 152.08% and the amount to redeem the Vehicle during each such period is . If you pay any amount to reduce the principal amount of the Pawn or borrow additional funds and sign a new Agreement, the foregoing disclosures no longer apply.
The expectation is for the customer to pay in full on or before the expiration of the thirty (30) day pawn term. However, rather than paying the balance in full, the Complainant elected to pay any outstanding interest and fees and extend the pawn for an additional thirty (30) days on each occasion thereby accruing additional charges.
TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration you may have experienced. We have forwarded the Complainant’s claim to the appropriate members of management. Should the Complainant have any other questions or concerns regarding their account, we encourage them to contact TitleMax directly ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,

BSG – Consumer Complaints
** *** *** ********** ** *****
Initial Complaint
Date:09/30/2024
Type:Order 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 was not thoroughly explained about the loan. She took advantage of me and I been paying over a year on time. I paid more fees than anything. Nothing going towards principle. I called and she told me I can borrow more online but the 1100 I am paying is all towards fees. I requested several times for someone to work with me and she tells me I already have a low rate. I trusted them. I am pregnant and have a little baby and they took advantage of me. I will sue as I can't afford this. I am thinking about filing bankruptcy. They ruin my life and I will get justice. They rushed me with filling out paperwork for money.
Business Response
Date: 10/03/2024
October 3, 2024

Better Business Bureau
1169 Dublin Road
Columbus, OH 43215

RE: BBB Complaint ID 22354649

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TitleMax of Georgia Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states their loan was not thoroughly explained to them and they feel they were taken advantage of, as they were rushed to fill out the loan paperwork. The Complainant claims they have been making payments for their loan for over a year, however the payments are only being applied toward fees and not toward the principal amount borrowed.

A review of TitleMax records revealed on November 20, 2023, a pawn transaction was obtained in the principal amount financed of $5,018.00 at a storefront in Roswell, GA. The Complainant granted a security interest in a 2014 Chevrolet Silverado 1500 with a VIN ending in ******. The pawn was contracted to be repaid in full in the amount of $5,569.48 on December 20, 2023. However, to the extent the Complainant chose not to pay the pawn in full, they could at a minimum pay the pawnshop charge and fees and extend the pawn. On December 14, 2023, the Complainant made a payment of $600.00. On December 19, 2023, they refinanced their existing pawn of $4,969.48 and borrowed an additional $2,500.00. The pawn was contracted to be repaid in full in the amount of $8,215.68, on January 18, 2024.

Between December 19, 2023, and September 18, 2024, the Complainant refinanced their pawn on several occasions, borrowing an additional $12,721.00 total. The last refinance was completed on September 18, 2024, in which the Complainant made a payment of $1,000.00 and refinanced their pawn for the remaining balance of $9,596.28, borrowing an additional $1,421.00. The pawn is contracted to be repaid in full in the amount of $11,017.28, on October 18, 2024.

Please note the Complainant entered into a thirty (30) day transaction with TitleMax. Under a thirty (30) day transaction, the expectation is for the customer to pay in full on or before the expiration of the thirty (30) day term. Rather than paying the balance in full, however the Complainant subsequently elected to pay any pawnshop fees, refinance the pawn (at times adding funds), and enter into a new transaction for an additional thirty (30) days on each occasion, thereafter, thereby accruing additional charges. At the time of pawn origination, the Complainant signed a Pawn Ticket and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. In addition, the agreement includes notices on Funding; Prepayment, Payments, and Application of Payments; Renewal which states, in part:
“We apply payments first to the outstanding Pawnshop Charge and then principal. If you do not redeem the Vehicle, you may request that we enter into a new pawn transaction with you. We may agree to do so in our discretion. As a condition to entering into a new pawn transaction with us, you must pay the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 6 below), satisfy Lender’s applicable underwriting criteria, and enter into a new Pawn Ticket and Security Agreement with Lender.”

By signing the pawn agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.

TitleMax believes that the conditions of the pawn were clearly disclosed and cannot find any evidence of wrongdoing. Should the Complainant have any further questions regarding their account we encourage them to contact TitleMax at ###-###-####.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.

Sincerely,

BSG – Consumer Complaints
** *** *** ********** ** *****
Customer Answer
Date: 10/10/2024
In the store I was not aware paying pawn amount first. This isn't the store this is someone in a office who was not there. I am highly upset as they are trying to take my vehicle because nothing is going towards what I need it too.
Regards,

***** *******
Business Response
Date: 10/16/2024
**************

Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TitleMax of Georgia, Inc. DBA TitleMax, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant rejects our original response, stating they were not aware of paying the pawn amount first. The Complainant claims TitleMax is trying to recover their vehicle as they believe their payments are not being applied according to their inclination.

As previously outlined, a review of TitleMax records revealed on November 20, 2023, a pawn transaction was obtained in the principal amount financed of $5,018.00 at a storefront in Roswell, GA. The Complainant granted a security interest in a 2014 Chevrolet Silverado 1500 with a VIN ending in ******. The pawn was contracted to be repaid in full in the amount of $5,569.48 on December 20, 2023. However, to the extent the Complainant chose not to pay the pawn in full, they could at a minimum pay the pawnshop charge and fees and extend the pawn. On December 14, 2023, the Complainant made a payment of $600.00. On December 19, 2023, they refinanced their existing pawn of $4,969.48 and borrowed an additional $2,500.00. The pawn was contracted to be repaid in full in the amount of $8,215.68, on January 18, 2024.

Between December 19, 2023, and September 18, 2024, the Complainant refinanced their pawn on several occasions, borrowing an additional $12,721.00 total. The last refinance was completed on September 18, 2024, in which the Complainant made a payment of $1,000.00 and refinanced their pawn for the remaining balance of $9,596.28, borrowing an additional $1,421.00. The pawn is contracted to be repaid in full in the amount of $11,017.28, on October 18, 2024.

As previously stated, the Complainant entered into a thirty (30) day transaction with TitleMax. Under a thirty (30) day transaction, the expectation is for the customer to pay in full on or before the expiration of the thirty (30) day term. Rather than paying the balance in full, however the Complainant subsequently elected to pay any pawnshop fees, refinance the pawn (at times adding funds), and enter into a new transaction for an additional thirty (30) days on each occasion, thereafter, thereby accruing additional charges. At the time of pawn origination, the Complainant signed a Pawn Ticket and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z.
The Complainant’s pawn is contracted to be repaid in full in the amount of $11,017.28 on October 18, 2024. As the account is currently in good standing, no recovery efforts exist.

No new allegations were made regarding the issue at hand; therefore, TitleMax's response to their original complaint stands.

TitleMax believes that the conditions of the pawn were clearly disclosed and cannot find any evidence of wrongdoing. Should the Complainant have any further questions regarding their account we encourage them to contact TitleMax at ###-###-####.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at [email protected].

Sincerely,

BSG – Consumer Complaints

Customer Answer
Date: 10/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22354649

I am rejecting this response because: the same thing is being stated. Nobody went over that the money I am paying monthly on time is not going towards my balance. I would of never reborrowed. Like it doesn't make sense. I will get a lawyer before I allow them to take my truck. They need to be stopped. I am going to the news on Friday my day off and have them analyze this.

Regards,

***** *******
Customer Answer
Date: 10/29/2024
I was not explained thoroughly about interest unless I would of never borrowed more. I am waiting on my local news to call me back as something will be done. They are robbing me and nobody explained this. Corporate saying they did but corporate wasn't there. I will keep going until i get this resolved..
Initial Complaint
Date:09/23/2024
Type:Order 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.
3 years ago pawned my title, and Ive been paid the balance off, but theyre still making me pay & Ive been stuck paying them for years
Business Response
Date: 09/27/2024
September 27, 2024
Better Business Bureau
******************************************************

RE:BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). ****************************DBA TitleMax, a member of the ***************************** family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they pawned their title and paid the **** off; however, Titlemax still requires payment. They further allege they have been paying TitleMax for years. They are requesting a refund of $2,000.00
A review of TitleMax records revealed that on March ******, a **** was obtained in the principal amount financed of $518.00 at a storefront in ***********, **. The Complainant granted a security interest in a 2007 **** F150 with a VIN ending in A04635. The **** was contracted to be repaid in full in the amount of $626.73 due on April 3, 2022. Pursuant to the terms of the agreement, the Complainant agreed to pay the entire balance due on the **** on or before the due date, or, to the extent they chose not to repay the entire balance, they could, at a minimum, pay the **** shop charges and renew the **** for an additional thirty (30) days. On March 7, 2022, the Complainant made a payment of $10.87 and refinanced their existing **** of $518.00, borrowing an additional $1,025.00. The **** was contracted to be repaid in full in the amount of $1,820.59, due on April 6, 2022. When the payment was not received,the account went into past due status. Due to continued non-payment, on May 25th,2022, the vehicle was repossessed. On May 28th, 2022, the Complainant made a payment of $521.00, releasing the vehicle and refinanced the **** for $1,542.47,which was contracted to be repaid in full in the amount of $1,819.96 due on June 27, 2022. No additional payments have been made to date.
At the time of **** origination, the Complainant signed a **** Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed,total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and **************** addition, the agreement includes notices on Extension and Continuation which states:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date at our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
Under the 30-day **** model, it is the expectation of the customer to pay the **** on or before the due date. However, instead of paying the full amount due, the Complainant chose to refinance, make the minimum payment (or not make a payment at all), thereby incurring additional fees. Therefore, the balance has not been paid off and the Complainant was only making minimum payments to renew the ****. By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****.
TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Therefore, no refund will be issued.
We hope that we have fully addressed the complaint.Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************
Initial Complaint
Date:09/19/2024
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 made a payment and it has cleared b my bank. The company stated the did not receive but I made the payment on there website I have provided multiple forms of resources to show if clear and they still to not what to take the payment
Business Response
Date: 09/26/2024
September 26, 2024

Better Business Bureau
1169 Dublin Road
Columbus, OH 43215

RE: BBB Complaint ID 22311337

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by Erika Barnes. (Complainant). A Speedy Cash Car Title Loans, LLC, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant alleges to have submitted a payment, however it has not posted to their loan. The Complainant claims the payment has cleared their bank account and to have provided multiple forms of resources as proof. The Complainant is requesting to apply payment to their loan.

A review of CheckSmart records reveals that on April 5, 2023, a single pay loan was obtained in the principal amount financed of $400.00 at a storefront in Tempe, AZ. The Complainant granted a security interest in a 2016 Volkswagen with a VIN ending in 373620. The loan was contracted to be repaid in full in the amount of $422.35 due on April 15, 2023. On April 15, 2023, the Complainant made a payment of $50.00 and refinanced their existing loan of $372.35. The loan was contracted to be repaid in full in the amount of $401.48, due on April 29, 2023.

Between April 29, 2023, and July 31, 2023, the Complainant refinanced their loan on five (5) more occasions, borrowing an additional $446.37. The final refinance was completed on December 19, 2023, in which the Complainant made a final payment of $15.19 and refinanced their loan for the remaining balance of $759.85. This installment loan was contracted to be repaid in twenty-three payments of $84.99 due semi-monthly beginning on December 31, 2023, and a final payment of $85.01 due on December 15, 2024.

A review of the payment history on the most recent refinance indicates we received the payment of $84.99 on September 15, 2024. Unfortunately, due to a processing error, this payment was not reflected on the Complainant’s account and has since been corrected. We apologize for any inconvenience this may have caused. If the Complainant has any further questions regarding their account, we encourage them to contact CheckSmart at (800) 856-2911.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at [email protected].

Sincerely,

BSG – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017
Customer Answer
Date: 09/27/2024
They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly
Customer Answer
Date: 09/27/2024
They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly
Customer Answer
Date: 09/27/2024
They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly
Customer Answer
Date: 09/27/2024
They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly
Customer Answer
Date: 09/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22311337

I am rejecting this response because:
They still have not updated my account. I recently ever a call yesterday about a due balance. For them to take all this time and still not correct the issue is upsetting. Now today I have to make two payment with impacting my financially, also what about the extra interest accrued on the account because the messed up.
Regards,

Erika Barnes
Business Response
Date: 10/09/2024
October 9, 2024

Better Business Bureau
1169 Dublin Road
Columbus, OH 43215

RE: BBB Complaint ID 22311337

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by Erika Barnes. (Complainant). A Speedy Cash Car Title Loans, LLC, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

Within their rebuttal they indicate their account was not updated. We apologize for any inconvenience this may have caused. As of the date of this response, the account shows the $84.99 payment of September 15, 2024. Additionally, in an effort of good faith, we have applied a $94.49 rebate to their account. If the Complainant has any further questions regarding their account, we encourage them to contact CheckSmart at (800) 856-2911.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at [email protected].

Sincerely,

BSG – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017
Initial Complaint
Date:09/18/2024
Type:Service or Repair 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 borrowed a loan in the amount of $2500 from Instaloan using my 2010 Honda CRV as collateral and gave them my title too in October 2022. I was told that my payments went by my income. I was told to pay $200 per month, but to try to pay more to bring my payments down. I've have paid consistently on this loan since that time until now. We relocated to Maryland in October 2023, and I still make my payments each month. During July of 2024, I decided to make 2 payments in hopes of trying to get out of the interest and into the actual principle and even spoke with the manager ****** about it. At that time before the 2 payments, the amount owed was $2889. When I asked him how long it would take for me to get to paying the principle, he told me that each $100 dollars I pay over $100 goes towards the principle amount. Upon calling to see the amount of my payment for September, I was told it was $300, and was told that their interest rates went up. I responded that the notice I received stated interest would increase by 36% for new loans and refinanced ones made on or after August 15, 2024, which should not have affected me. Jayloub got on the phone and explained that whoever told me the info I had about the loan payments was wrong and that unless I pay the original amount of $2500 all at once, it didn't matter how much I paid each month, none of it would go towards the principle amount. I became angry and told them that I'm surrendering my vehicle because at this rate, I would never be able pay it off. No one has come to pick the vehicle up. At this point, it is parked in front of my home with the key inside, so that it can be retrieved. I'm in need of someone to review my case to ensure fair practices were followed. Thanks, **** I relocated to Maryland in
Business Response
Date: 09/24/2024
***********

Thank you for the opportunity to respond to the complaint filed by **** ******* (Complainant). TMX Finance of Florida, Inc. DBA InstaLoan, a member of the CCF Intermediate Holdings LLC family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant questions how their payments were applied to their loan.

A review of InstaLoan records revealed that on October 27, 2022, a single payment loan was obtained in the principal amount of $1,721.05 at a storefront in Jacksonville, FL. The Complainant granted a security interest in a 2010 Honda CR-V with a VIN ending in 001095. The loan was contracted to be repaid in full in the amount of $1,789.41 on November 27, 2022. However, to the extent they chose not to repay the entire balance, they could, at a minimum, refinance payment and enter into a new loan agreement. On November 28, 2022, the Complainant made a payment of $216.07 and refinanced their existing loan of $1,574.75. The loan was contracted to be repaid in full in the amount of $1,715.45 on December 29, 2022.

Between December 27, 2022, and August 18, 2024, the Complainant refinanced their loan 20 times borrowing an additional $1,000.00 total. The last and final refinance was completed on August 18, 2024, in which the Complainant made a payment of $224.05 and refinanced their loan for the remaining balance of $2,391.36. Our records show the Complainant voluntarily surrendered the vehicle on September 17, 2024.

At the time of loan origination, the Complainant signed a Consumer Finance Loan and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. It is important to note, under the single pay loan model, it is the expectation of the customer to pay the loan on or before the due date. However, instead of paying the full amount due, the Complainant chose to make smaller payments thereby incurring additional fees. As indicated in the Interest; Application of Payments; Prepayment section of the agreement:

“Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”

By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans. As previously mentioned, the loan obtained by the Complainant is a single pay loan. The Complainant has yet to make a payment in full for any loan, but rather has chosen to make small payments and refinance the remaining balance.

InstaLoan is committed to treating its valued customers in a fair, honest, and transparent manner. InstaLoan reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
InstaLoan believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. Should the Complainant have any further questions regarding their account we encourage them to contact InstaLoan at (800)804-5368.

We **** that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at [email protected].

Sincerely,

BSG – Consumer Complaints
**** ******* **** **** ******* ** *****

Customer Answer
Date: 09/25/2024
I accept the business's response to resolve this complaint.

Regards,

**** *******
Initial Complaint
Date:09/18/2024
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.
A check in the amount of $1501.83 was issued by mail when green dot replaced insight company to return funds because change in investors. Once check was received check was torn by accident and therefore cannot be cashed. Checks Mart was notified of situation at store on *********** in ********** 1800 number was given to insight which is now green dot. Over the last 2 weeks Checks Smart, Insight, and Green Dot has been contacted multiple times and each place keeps blaming the other to be the responsible one to replace check. Has even went up to, per checks smart customer service, district manager twice. This is all that has been going on for 2 weeks and nothing is getting accomplished and check getting replaced.
Business Response
Date: 09/24/2024
September 24, 2024

Better Business Bureau
**************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by Mr. ****** ***** (Complainant). CheckSmart, a member of the Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they accidentally ripped and therefore are unable to cash a reimbursement check issued from Green Dot in the amount of $1,501.83. The Complainant states they have not been able to obtain a replacement check from Insight, Green Dot, or CheckSmart. The Complainant requests a replacement check to be issued.

We apologize for the confusion, but whereas Green Dot was the issuer of the check, Green Dot would be responsible for issuing a replacement check. While CheckSmart assists customers with Green Dot services,we are unaffiliated and would not be able to issue a check. CheckSmart encourages the Complainant to contact Green Dot reachable at **************.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
**********************
*********************;
Customer Answer
Date: 09/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22304921

I am rejecting this response because:
I have been in contact with green dot multiple times and no one, including Checksmart, in which Checksmart is who I do business with. Which Checksmart as I am their customer, after trying to address other companies on my own, should take over and have the issue resolved. It is Checksmarts responsibility to address the situation especially since their customer can not get any progress made. Green Dot is Checksmarts customer not myself. In conclusion *************************** is responsible for accomplishing a solution

Regards,

****** *****
Initial Complaint
Date:09/18/2024
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 made loan payment on 9/15, and it still has not posted to my loan, although my account shows the money has been debited from my bank account. The company wants me to get additional proof, even though I showed the money was debited using my banking app. I even have a text message stating payment confirmation.
Business Response
Date: 09/24/2024
September 24, 2024

Better Business Bureau
1169 Dublin Road
Columbus, OH 43215

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******* **** (Complainant). ********* ****** ********l® (CCF) appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states that they made a payment on September 15, 2024, and it has not been posted to their account even though the money has been debited from their bank account. The Complainant is disputing the payment amount of $264.54. They’d like a billing adjustment and to be contacted by ********.

A review of ******** records revealed that on December 30, 2023, a installment loan was obtained in the principal amount of $1,020.50 at a storefront in ** ****** **. The TS 10-2-24 called business left vm and complaint # granted a security interest in a 2002 ****** ******* with a VIN ending in ******. The loan was contracted to be repaid in full in twenty-three (23) payments of $178.98 due monthly beginning on February 1, 2024, and a final payment of $177.02 due on January 1, 2026. On February 8, 2024, the Complainant refinanced their existing loan of $980.11 and borrowed an additional $500.00. The loan was contracted to be repaid in twenty-three (23) payments of $265.54 due monthly beginning on March 16, 2024, and a final payment of $264.09 due on February 16, 2026.

A review of the payment history shows the debit card payment made by the Complainant did not post to their account. However, a cash payment was received on September 18, 2024. As of the date of this response, the Complainant’s account is currently in good standing. If the Complainant feels all payments have not posted to their account, they are encouraged to provide any documentation of the same to ****************************. Upon receipt we will review their claims.

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************.

Customer Answer
Date: 10/01/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: Although the matter has been resolved, the company is lying about the resolution. I had to contact my bank and get a letter to show the payment had been debited from my account. I never made a cash payment on the 18th of September. I had to use my time to figure out their mistake. I would like for this not to happen again. I showed the text message from the company, and I even showed my banking information on my phone trying to show that I had made my payment early. I want the company to correct whatever happened on their end.

Regards,

******* ****
Initial Complaint
Date:09/18/2024
Type:Service or Repair 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 had a title loan out on my car I ended up owing a payment of $1600 so they picked my car up in the middle of the night and it a week later on August 29. I paid what I owed to get my car back from TitleMax. They told me it was at an auction so I went to the auction to pick my car up before I even got into my car, I took pictures of the damages that they put on my vehicle. I have a 2017 discovery it was absolutely no damages to my car when they picked my car up now my car is completely damaged in each of the businesses are blaming each other and no one is trying to help cover the damages that was done in my car .
Customer Answer
Date: 09/18/2024
Hello. Good morning. My name is Shakofia *******. Again, my name is Shakofia, H-O-D-N-E-C-T. My phone number is ************, again, ************. I'm calling on behalf of a complaint that I put in online, but it was saying that I needs a little bit more help with the case, so if possible, to give you a call back so we can get started on it. Thank you.
Business Response
Date: 09/23/2024
*******************
Thank you for the opportunity to respond to the complaint filed by ******** ******* (Complainant). Community Choice Financial® (CCF) appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that when they went to pick up their vehicle from the auction, they noticed damages to the vehicle. They further state both businesses are blaming each other, and no one is trying to help cover the damage.
A review of TitleMax records revealed on April 17, 2024, a 30-day pawn was obtained in the principal amount of $2,518.00 at a storefront in Lilburn, GA. The Complainant granted a security interest in a 2017 Land Rover Discovery Sport with a VIN ending in ******. The pawn was contracted to be repaid in full in the amount of $2,945.81 due on May 17, 2024. Or to the extent they chose not to repay the entire balance; they could pay the minimum pawnshop charges and extend the pawn and additional 30 days. On May 13, 2024, the Complainant made a payment of $370.77 and refinanced their existing pawn of $2,518.00, borrowing an additional $2,100.00. The pawn was contracted to be repaid in full in the amount of $5,310.24, due on June 12, 2024. Due to no payments received, on August 13, 2024, the vehicle was repossessed. On August 23, 2024, the Complainant then made a payment of $1,319.49, refinanced their pawn for the remaining balance of $4,618.00 and redeemed their vehicle. The pawn is contracted to be repaid in full in the amount of $5,195.25 due on September 22, 2024.
Regarding the alleged damage to the Complainant’s vehicle done by the repossession company, please note TitleMax is actively investigating the issue with its third-party recovery vendor and have forwarded their claim to the proper members of management for further investigation. Should any evidence of improper towing procedures be discovered, the Complainant will be contacted directly for remediation. We encourage the Complainant to contact TitleMax at ###-###-#### if they have any additional questions regarding their pawn.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************
Customer Answer
Date: 10/25/2024
Consumer called BBB - did not get business response - reopened and re-sent to email verified as correct
Customer Answer
Date: 10/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

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

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