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.
If you've experienced an issue
Submit a ComplaintThe 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:06/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a car loan from Insta Loan and they closed their business in **********. So, last month I called the customer service number and made my payment. This week, I tried to make the payment again. I was told my account was in bankruptcy which it is not. They said I could make a payment but I'm not doing that with their mistake of bankruptcy. This business used to be Title *** which was also closed. I want the loan paid off and my title back. I want all the money I paid but will except the last 2 months (254).
Business Response
Date: 06/11/2024
June 11, 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). TMX Finance of **********, LLC, DBA InstaLoan, 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 were able to make a payment with customer service, but when they tried to make a payment again, they were told their account was in bankruptcy. They state their account is not in bankruptcy and could not make a payment due to the mistake. The Complainant requests the return of their title and a refund of the last two (2) payments that have been paid.
A review of InstaLoan records reveals that on February 6, 2024, the Complainant obtained a loan in the principal amount financed of $705.00 at a storefront in ***********, **. The Complainant granted a security interest in a *************************************** C52372. The loan was contracted to be repaid in six (6) monthly payments with five (5)payments of $130.12, beginning March 6, 2024, and a final payment of $130.12,due August 6, 2024. Payment history indicates there have been three (3) payments made on the loan with the most recent payment being April 30, 2024. Their current payment was due on June 6, 2024.
In response to the Complainants claims regarding being advised of bankruptcy, an investigation reveals found no active bankruptcy cases involving their current loan, therefore, no refund will be processed at this time as the Complainant remains bound by the terms of the agreement signed on February 6, 2024. InstaLoan strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact InstaLoan at ************* to arrange a mutually acceptable repayment arrangement for this account.
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
PO Box 550
*******************Initial Complaint
Date:06/07/2024
Type: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 hit by a truck at the intersection of ***** *** ***** **. on june 3, 2024.
I called Instaloan on **** **** **** **** ** *********** ** ****** i needed to know how to file an insurance claim with the insurance provided by instaloan. full covage until i pay off the title loan i got in march/2024.
Why i call the # that was given to us for assistance managing our account. ( the NM instaloan businesses were al closed down April 13, 2024). i explained to the lady i had gotten into a car wreck and i neded the insurance information. she told me that i had not purchased the insurance on the day i got the loan.
i know that i did, full coverage insurance for $25. extra that would be charged on the first payment. when at the office signing paper work for the title loan, ***** was printing the application and contract and i ask if i recieved a copy also. i was told no but i could find the info on the web sight or i could come into the office if i needed to, or if i had any questions.
When i got off the phone with the CSR, i went to the web sight we are given for payments etc.. so i could see the contract, and i could not get in it was like the web sight had been taken down
i called back talked to a different CSR ant wanted copies of all paper work. i later called back and requested copies of all bills and payments. i would always go into the office to pay my payment and asks about the receipt and again i was told the payment is on there web sight.
instaloan offered car insurance and i bought it, there claim is i didnt ask or pay for insurance
Business Response
Date: 06/11/2024
***********************
Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). TMX Finance of New Mexico, LLC, DBA InstaLoan, 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 has requested to file an insurance claim against the insurance policy purchased through InstaLoan but has been told no policy exists therefore no claim can may be filed.A review of InstaLoan records reveals that on February 16, 2024, the Complainant obtained a loan in the principal amount financed of $506.00 at a storefront in Albuquerque, NM. The Complainant granted a security interest in a 2011 Toyota Corolla with a VIN ending in ******. The loan was contracted to be repaid in a total of six (6) payments with five (5) payments of $93.39, due monthly beginning March 16, 2024, and a final payment of $93.41, due August 16, 2024. On February 26, 2024, the Complainant made a payment of $51.67 and refinanced their existing loan of $506.00, borrowing an additional $350.00 in principle. The loan was contracted to be repaid in a total of six (6) payments with five (5) payments of $157.99, due monthly beginning March 26, 2024, and a final payment of $158.00, due August 26, 2024.
A review of the payment history on the most recent refinance indicates there have been three (3) payments in the total amount of $480.00 made on the loan. The Complainant’s account is in good standing with the next payment due on June 26, 2024.
Regarding the insurance concern, the agreement signed by the Complainant states the following:
6. Insurance Requirements: During the Loan term, I understand that I must insure, at my expense, the Vehicle against all loss or damage by fire, theft, and collision. I further understand that I may obtain such insurance from an insurance company or agent of my choice so long as the insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance company licensed to do business in New Mexico; (iii) has a deductible that does not exceed $500..00; and (iv) provides Lender advance written notice during the Loan term of any material change, cancellation or non-renewal of the policy.
Further, Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records also shows no payment collected for any type of insurance policy.
InstaLoan believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call Customer Service at ###-###-#### for questions regarding their account.
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: 06/12/2024
I was offered full coverage insurance, that I paid for my first payment. I ask for a copy of MY contract and instaloan sent me a copy of a contract not my signed contract. I would like to.contact one of the csa that worked on my loan in the ABQ office
Regards,
****** ********Business Response
Date: 06/17/2024
June 14, 2024
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ***************************** (Complainant). TMX Finance of **********, LLC, DBA InstaLoan, 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 are rejecting the initial response because they claim they were offered full coverage insurance, and they paid their first payment. They are asking for a copy of their contract and state Instaloan sent them a copy of a contract but not their signed contract.
As stated in our initial response regarding the insurance concern, the agreement signed by the Complainant states the following: 6. Insurance Requirements: During the Loan term, I understand that I must insure, at my expense, the Vehicle against all loss or damage by fire, theft, and collision.I further understand that I may obtain such insurance from an insurance company or agent of my choice so long as the insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance company licensed to do business in **********; (iii) has a deductible that does not exceed $500..00; and (iv) provides Lender advance written notice during the Loan term of any material change,cancellation or non-renewal of the policy.
Further,Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records also shows no payment collected for any type of insurance policy.In response to the Complainants request for the contract, we have mailed a copy of their signed loan documents to the address provided in their complaint.
InstaLoan believes that the conditions of the loan 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 Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 06/17/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Customer Answer
Date: 06/17/2024
ACustomer Answer
Date: 06/21/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Regards,
****** ********Business Response
Date: 06/26/2024
***************
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ****** ******** (Complainant). TMX Finance of New Mexico, LLC, DBA InstaLoan, 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.
As stated in our previous response, the Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records shows no payment collected for any type of insurance policy. If the Complainant has proof to the contrary, we request to submit documentation to [email protected]. Otherwise, we consider this matter closed.
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 ComplaintsCustomer Answer
Date: 06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
********** ********
I am rejecting this response because:
Regards,
****** ********Customer Answer
Date: 07/01/2024
Hi, my name is *********************, and you sent me a link Friday to reopen my case so that I could put in there a better description of what was going on, and I accidentally deleted that link. I'm trying to find my account number right now. Um, hey, I'm so sorry, dang it. Um, shoot, I'm gonna call you back, bye.Customer Answer
Date: 07/07/2024
***** off i have been meet with resistance from the very begining. the ** offices have closed, so another office is handeling the all the open cases. the office withn the # ************, has denied the proper paper work i requesred. 1. a copy of MY contract. I recieved a contract that they filed in the blankks ( no signier). 2. again a copy of MY contract with MY signature. i recieved another general contract with my signture photo copied on to this contract # 2 . you can tell that it is the exact signature of mine copied in all 3 places where signature was requested.
next i have been hung up on 4 (four). i have had CS at the regular phone # ************ . to make a record the hang ups and the total disrespect i have endureed. i have been told several times a supervisor is not available to talk to. hung up on. i was told that there was nothing i could do to get into my files on Instaloans web sight. where we are told on the day of the loan request that is where ALL paper work will be. for a couple of weeks i was not able to log in to my account to see copies of MY contract or payments. Now when i log into my account on the last line mit has " acces documents" when i do this the on;y thing in my file is a denial letter for a request for credit . THAT I NEVER APPYIED FOR.
NOW the 3rd contract i recieved after was different this one had a (INSURANCE ACKNOWLEDGMENT) PAGE that was not not in the other 2 contracts they sent. in the bottom there is a (*) proof of insurance can be provided by uploading the DECLARATION PAGE of your current vehicle insurance policy by visiting account.instaloan.vcom and logging into the customer portal. i have requested 3 or 4 times i was to get into that. i got the run arount a long timr and was told that a supervisor was the only one who could see that page. supervisor not available twice hung up on call back hung up on a girl named **** was the person i got the most disrespect from i ask there CS line to say i wanted to file a report on her NOW here the thing i found a copy of proof i have insurance through instaloan, i took a picture of it. ******* #****6375773. eff date 07/24/2023 experaction date 07/24/2024. i dont know how to upload or download all this paper work. i am going to try again to talk to a supervisor to open the DECCLARATION page. SZ
Business Response
Date: 07/16/2024
July 16, 2024
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ***************************** (Complainant). TMX Finance of **********, LLC, DBA InstaLoan, 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.
Per our previous responses, we have requested proof of documentation showing that the Complainant obtained insurance through InstaLoan but have yet to receive the documentation. Once we have received the documentation we can thoroughly investigate and respond. If the Complainant has proof to that they obtained insurance through Instaloan, we request to submit documentation to ***************************** Otherwise, we consider this matter closed.
Regarding their customer service concern, we appreciate the feedback. 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 the Complainant may have experienced. We have forwarded their concern to management to investigate and act accordingly.
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
PO Box 550
*******************Initial Complaint
Date:06/03/2024
Type: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.
Titlemax office refused a payment and refuses to give me info on what to do to get my vehicular, corporate has also been given me misleading information and no resolution. The loan has been paid off and they are not giving me info about how to get my vehicle. They refuse to call me when with info. Lies and being difficult . This is defiantly bad businessBusiness Response
Date: 06/07/2024
June 7, 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 South *************** 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 TitleMax refused a payment and refused to give information regarding how to obtain their vehicle after paying off their loan.
A review of TitleMax records reveals that on December 18, 2023, the Complainant obtained a Title Loan in the principal amount financed of $616.00 at a storefront in *********, SC. The Complainant granted a security interest in a 2001 ***** V70 with a VIN ending in 038951.The loan was contracted to be repaid in 23 monthly payments of $120.10,beginning January 20, 2024, and a final payment of $118.41, due December 20,2025. On December 22, 2023, the Complainant made a payment of $20.00 and refinanced their existing loan of $611.38, borrowing an additional $300.00. The loan was contracted to be repaid in 23 monthly payments of $165.90, beginning January 20, 2024, and a final payment of $165.98, due December 20, 2025.
On December 24, 2023, the Complainant made a payment of $10.78 and refinanced their existing loan of $911.38, borrowing an additional $150.00. The loan was contracted to be repaid in twenty-three monthly payments of $197.45, beginning January 27, 2024, and a final payment of $195.83, due December 27, 2025. The final refinance was completed on March 14,2024, in which the Complainant made a payment of $1,004.33 and refinanced their existing loan of $89.10, borrowing an additional $110.00. The loan was contracted to be repaid in twenty-three monthly payments of $236.07, beginning April 13, 2024, and a final payment of $234.75, due March 13, 2026.
When the payment was not made on April 13, 2024, the account entered a past due status and a Right to Cure notice was mailed to the Complainant on April 25, 2024. Due to non-payment the vehicle was repossessed on May 30, 2024, and the account was assessed a repossession fee of $488.60. A Notice to Sell was mailed to the Complainant on May 31, 2024. Payment history on the most recent refinance indicates that on June 3, 2024, the account was paid in full in the amount of $2,218.65.
In response to the Complainants claims of the office refusing payment, an investigation found no refusal of payment and no wrongdoing. Since their BBB filing, the Complainant has picked up their vehicle. We encourage the Complainant to contact their TitleMax directly at ************* for any questions regarding this account.
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
PO Box 550
*******************Initial Complaint
Date:06/03/2024
Type: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.
This place a advance payday loans and this situation was the first time that I use them but I'm not unfamiliar with how how this advance loans work and their high interest work but because I'm an a fit income is something sometimes I use.
They advance use a set amount of money you make certain number of payments and you pay it off. This thing with speedy cash was that that when I call their store the lady that answer don't remember her name told she was to busy to help over the phone or even if I came to the store it was "to busy" to do it on line so I went ahead and did it on line.
I have to mention I did signed all the paperwork and all but one of my disabilities includes dyslexia and I'm a bit low on reading understanding.
comes to find out I have made 5 $480 monthly payments and now they want me to pay a lumps of $1982.01 when the original loan was $1410.00. when I call the store a explain to me that the monthly payment does not include any portion to the principal and is only use to keep the loan open.
I do believe this is a predatory loan practice specially with minorities who English is a second language and or have some other disabilities like my self,
I do hope you guys do open an investigation into this type of behavior if not for a positive outcome for my self but for the benefit of other that do not have the means or language skills to understand or speak up when a company like this takes advantage a situation.
I say a company because I have use other company that does the same but every single payment goes tour your principal 6 monthly payments and your are done you don't end up in a worse situation that what you started from.
Once again I just thing that even though someone signs paperwork don't always meant they understand or that they are not being taken advantage of.
Thank and hope you do something about it
Business Response
Date: 06/10/2024
June 10, 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). SCIL Texas, LLC, DBA Speedy ****, 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 feel the loan is predatory and believes he may have been taken advantage of by Speedy ****.
Speedy **** is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders and services the resulting loans. Speedy **** services the loan but is not a lender in *****. Speedy **** charges a CAB fee in the amount permitted by Texas law.
A review of Speedy **** records revealed that on January 2, 2024, the Complainant obtained a loan online with TX CSO, **** in the principal amount financed of $1,500.00. The loan was contracted to be repaid in four (4)monthly payments of $420.00, beginning February 3, 2024, and a final payment of $1,982.46, representing the final CAB fee, principal, and lender interest, due June 3, 2024.
A review of the payment history reveals four (4) scheduled payments made on the loan in the total amount of $1,680.00. On June 6, 2024, an automatic payment,authorized by the Optional Loan Payment Authorization signed by the Complainant, was successful in the amount of $1,982.42, which paid off the remaining balance and closed the account.
At the time of loan origination, the Complainant voluntarily signed a Promissory Note 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 **************** signing the loan agreements,the Complainant acknowledged their understanding of the terms and conditions of the loans.
It is important to note that Speedy **** is committed to treating its valued customers in a fair, honest, and transparent manner. Speedy **** reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
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
PO Box 550
*******************Initial Complaint
Date:06/03/2024
Type: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 am not liable for this debt with Buckeye Credit Solutions. I do not have a contract with Buckeye Credit Solutions, they did not provide me with the original contract as I requested.Business Response
Date: 06/06/2024
****************
Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). Buckeye Credit Solutions, LLC, DBA Checksmart, 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 are not liable for this debt with Buckeye Credit Solutions as they do not have a contract with them. They are requesting to be provided with the original contract and the account to be removed from their credit report.
Checksmart was a credit services organization (“CSO”) and credit access business registered and licensed under Ohio law. Checksmart assisted consumers in obtaining loans from third-party lenders and was not a lender in Ohio. Checksmart charged a CSO fee in the amount permitted by Ohio law.
A review of Checksmart records reveals that on October 20, 2018, the Complainant obtained a CSO Loan with NCP Finance Ohio, LLC, in the principal amount financed of $600.00, at a storefront in Reynoldsburg, OH. Due to continued non-payment, the account was sold to National Credit Adjusters on October 31, 2019.
National Credit Adjusters may or may not be the entity reporting the Complainant’s accounts to the credit bureaus. As we are no longer the owner of the account and Checksmart is not currently reporting the account to any credit bureaus, concerns regarding the account including repayment options, credit reporting removal and further disputes should be directed to ******** ****** ********* reachable 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
** *** *** ********** ** *****Initial Complaint
Date:05/31/2024
Type: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 took out a loan from Title Max about 1 year ago after I got my 2023 mazda truck. I pay 408 a month now I'm not on time with my payments but it should have atleast went down I'm borrowed only 1800 I owe 2200 or so it's been the same amount since last year. I have a brain injury that cause me not to remember anything but by now this should be paid off. Seriously my brain has me slow but I feel like I'm not moving at all with this.Business Response
Date: 06/07/2024
********************
Thank you for the opportunity to respond to the complaint filed by ******** *************** (Complainant). TitleMax of Missouri, 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 that they have not been on time with their payments, but the balance should go down. They state the balance has remained at $2,200 since last year. The Complainant requests an explanation of the charges.
A review of TitleMax records reveals that on July 14, 2023, the Complainant obtained a Title Loan in the principal amount financed of $2,370.50 at a storefront in Gladstone, MO. The Complainant granted a security interest in a 2017 Chevrolet Malibu with a VIN ending in ******. The loan was contracted to be repaid in twenty-three monthly payments in the amount of $408.66, beginning on August 11, 2023, and a final payment of $408.20, due July 11, 2025.
It is important to note that at the time of the loan origination, the Complainant signed a Consumer Installment Loan Agreement, Promissory Note 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, it states “5. Lien Filing Fee; Late Fee: As authorized by Rev. Stat. Mo. § 408.140.1(2), Lender charges the Lien Filing Fee identified above to place its lien on the Vehicle. As authorized by Rev. Stat. Mo. § 408.140.1(3), Lender may charge a late fee on any installment not paid within 15 days of the applicable Payment Due Date in an amount equal to $15 or 5% of the past due installment amount, whichever is greater, up to a maximum of $50, provided that if the scheduled installment amount is $25 or less, the late fee shall not exceed $5.” By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.
After reviewing the Complainant’s account, our records show the Complainant has not followed the payment schedule as intended and there have been ten (10) late payments made on the loan resulting in additional interest accruing on the loan.
TitleMax believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ###-###-#### to arrange a mutually acceptable repayment arrangement for this account.
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: 06/14/2024
I accept the business's response to resolve this complaint.
Regards,
******** ***************Initial Complaint
Date:05/29/2024
Type: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 payment online and payed what it said I owed. They took money from my account that day . Several days later are trying to charge me more money saying I didn't finish filling it out. So now it's late. If was finished on my end and they got there money 2 days early. Trying to call and talk to someone and was left on hold for 30 minutes. So I hung up. Tried chat online and it says all busy try again later . I fill like they are just milking meCustomer Answer
Date: 05/30/2024
I have a loan with them . On the 26th I paid the amount due online . It is not due till 28.3 days later I notice they send a message saying I didn't finish with online paper work. But they took my payment out on 26th from bank. So now they want 100+ dollars in late fees. When they were payed early. If I didnt finish the paper work then why did they take my money.Business Response
Date: 06/04/2024
June 4, 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, 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 what they owed online and were told they didnt finish the online paperwork. They attempted to call and were left on hold and attempted to chat but received a message to try again later. In addition, they state they now have $100 plus in late fees.
A review of TitleMax records reveals that on November 25, 2023, a CSO Loan was obtained with ******************** LLC, in the principal amount financed of $3,033.00 at a storefront in ********, **. The Complainant granted a security interest in a *************************************** ******. The loan was contracted to be repaid in full in the amount of $3,457.13 on December 27, 2023. On December 22, 2023, the Complainant made a payment of $452.20 and refinanced their existing loan of $2,938.44 borrowing an additional $2,265.00. The loan was contracted to be repaid in full in the amount of $5,203.44, on January 21, 2024.
Between January 19, 2024, and March 17, 2024, the Complainant refinanced their loan on four more occasions,borrowing an additional $4,260.00 total. The sixth and final refinance was completed on April 26, 2024, in which the Complainant made a payment of $1,441.55 and refinanced their existing of $9,463.44. The loan was contracted to be repaid in full in the amount of $10,881.47, on May 28, 2024.
A review of the payment history on the most recent refinance indicates there has been one payment made on the loan on May 26, 2024, in the amount of $1,329.39. When the payment in full was not made on May 28, 2024, the account entered a past due status. The Complainants account currently has a past due balance of $9,546.19.
To address the Complainant's concern regarding the payment made on May 26, 2024, they attempted to refinance that day online but unfortunately failed to complete all the required documentation to complete the refinance. Due to the Complainant not completing the required documentation, the refinance failed and now the account is past due.
TitleMax believes that the conditions of the loan were clearly disclosed, therefore no billing adjustment will be provided at this time. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ************* to arrange a mutually acceptable repayment arrangement for this account.
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
PO Box 550
*******************Customer Answer
Date: 06/06/2024
As you know I have had this loan for some time. I do it online every month so I know how it's done . I payed it to days early and was contacted a fee days later saying it's past due. Why would I get on there and pay the amount I am ask to pay and not resign. So its all interest . I don't think I should be having to pay more interest cause of computer glitch or what ever when.you excepted the money on 26. I have tried to resign and it won't let me without paying more interest. I would think I have a payment due on 26th of this month . Milking a good customer is bad business.
Complaint: 21775318
I am rejecting this response because:
Regards,
***************************Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by *************************** (Complainant). 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.
As stated in our previous response, to address the Complainant's concern regarding the payment made on May 26, 2024, they attempted to refinance that day online but unfortunately failed to complete all the required documentation to complete the refinance. Due to the Complainant not completing the required documentation, the refinance failed. A review of records indicates that a refinance was completed successfully on June 7, 2024, and is contracted to be repaid on July 7, 2024, in the amount of $10,875.58.
TitleMax believes that the conditions of the loan were clearly disclosed, therefore no billing adjustment will be provided. We encourage the Complainant to contact TitleMax directly at ************* for any questions regarding this account.
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
PO Box 550
*******************Initial Complaint
Date:05/28/2024
Type: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.
We got a $2000 loan two weeks ago. Title Max called me four days ago and told me their system was hacked and someone took out a $650 loan at 2:30am. They said I would be responsible to pay it back. My husband went in to the office at 4811 US Highway 17 Bypass South Suite 1, Myrtle Beach, SC 29577 to talk to them. He spoke to James who said the loan was taken out online. He said there was nothing he could do about it. He said we would have to pay them $650 by 3:15pm today or he would proceed to file a small claims suit.Business Response
Date: 05/31/2024
May 31, 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 Courtney Youmans (Complainant). TitleMax of South Carolina, 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 they received a $2,000.00 loan and on May 24, 2024, TitleMax called them to inform the Complainant that their system was hacked, resulting in someone taking a $650.00 loan. They claim TitleMax said they would be responsible to pay it back. In addition, an employee said the loan was taken out online and there was nothing that could be done. They request a billing adjustment and for the company to write off the $650.00 loan due to the data breach and to have nothing sent to the credit reporting agencies or collections.A review of TitleMax records reveals that on May 07, 2024, the Complainant obtained a SC Title loan in the principal amount financed of $2,000.00 at a storefront in Myrtle Beach, SC. The Complainant granted a security interest in a 2001 Buick Le Sabre with a VIN ending in ******. The loan was contracted to be repaid in thirty-five payments of $341.38, due monthly beginning on June 5, 2024, and a final payment of $343.18, due on May 5, 2027. On May 14, 2024, a payment of $650.00 was made to refinance the existing loan of $1,443.79, and an additional $571.00 was borrowed. The loan was contracted to be repaid in thirty-five payments of $348.43 monthly beginning on June 19, 2024, and a final payment of $344.60, due on May 19, 2027.
TitleMax recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Accordingly, the Complainant’s account has been forwarded to our Identity Theft department and you have been provided with an Identity Theft packet via the email address provided on your complaint which includes instructions for pursuing a claim of fraud and the documents necessary for an investigation.
Regarding the allegation that an employee advised that nothing could be done, it is important to note TitleMax has policies and procedures committed to treating its valued customers in a fair, honest, and transparent manner. TitleMax reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive. Further, TitleMax employees are expected to always treat customers courteously and with the utmost respect and must address Customers' questions and demands promptly and professionally. Acts or threats of physical violence, including intimidation, harassment, and/or coercion are not tolerated. We have forwarded your claim to the appropriate members of management to investigate.We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
** *** ***
********** ** *****Business Response
Date: 05/31/2024
May 31, 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 Courtney Youmans (Complainant). TitleMax of South Carolina, 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 they received a $2,000.00 loan and on May 24, 2024, TitleMax called them to inform the Complainant that their system was hacked, resulting in someone taking a $650.00 loan. They claim TitleMax said they would be responsible to pay it back. In addition, an employee said the loan was taken out online and there was nothing that could be done. They request a billing adjustment and for the company to write off the $650.00 loan due to the data breach and to have nothing sent to the credit reporting agencies or collections.A review of TitleMax records reveals that on May 07, 2024, the Complainant obtained a SC Title loan in the principal amount financed of $2,000.00 at a storefront in Myrtle Beach, SC. The Complainant granted a security interest in a 2001 Buick Le Sabre with a VIN ending in ******. The loan was contracted to be repaid in thirty-five payments of $341.38, due monthly beginning on June 5, 2024, and a final payment of $343.18, due on May 5, 2027. On May 14, 2024, a payment of $650.00 was made to refinance the existing loan of $1,443.79, and an additional $571.00 was borrowed. The loan was contracted to be repaid in thirty-five payments of $348.43 monthly beginning on June 19, 2024, and a final payment of $344.60, due on May 19, 2027.
TitleMax recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Accordingly, the Complainant’s account has been forwarded to our Identity Theft department and you have been provided with an Identity Theft packet via the email address provided on your complaint which includes instructions for pursuing a claim of fraud and the documents necessary for an investigation.
Regarding the allegation that an employee advised that nothing could be done, it is important to note TitleMax has policies and procedures committed to treating its valued customers in a fair, honest, and transparent manner. TitleMax reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive. Further, TitleMax employees are expected to always treat customers courteously and with the utmost respect and must address Customers' questions and demands promptly and professionally. Acts or threats of physical violence, including intimidation, harassment, and/or coercion are not tolerated. We have forwarded your claim to the appropriate members of management to investigate.We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:05/23/2024
Type: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.
These lovely folks decided to pull money out of my account today without any authorization to do so. It's true I am behind on my payments (as are many of their customers I'm sure, as they are a predatory loan company), but since when do these companies have the guts to just start pullilng money like this on an arbitrary date without legal permission? Actually they seem to have pulled two payments at the same time, from an account that had zero dollars in it (which I have also complained to my bank about because clearly these should have been declined).Business Response
Date: 05/28/2024
**************************
Thank you for the opportunity to respond to the complaint filed by ******* ************* (Complainant). A Speedy Cash Car Title Loans, 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 claims two payments were pulled from their account at the same time without any authorization and they are requesting a refund.A review of Speedy Cash records reveals that on February 18, 2024, the Complainant obtained an Installment Loan online with an effective date of February 20, 2024, in the principal amount financed of $575.00. The Complainant granted a security interest in a 2011 Volkswagen Golf with a VIN ending in ******. The loan was contracted to be repaid in eleven monthly payments of $106.68, beginning March 22, 2024, and a final payment of $106.80, due February 22, 2025.
On March 23, 2024, when the minimum payment was not received on the due date, the account entered a past due status. Thereafter, collection activities commenced as permitted by law. Speedy Cash attempted to contact the Complainant in an effort to assist with repayment but was unsuccessful. Two (2) ACH payments were attempted each for $106.68 on May 21, 2024, but both were returned as unpaid on May 24, 2024.
At the time of loan origination, the Complainant signed a loan agreement that clearly discloses 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. Additionally, they also signed an Optional Loan Payment Authorization (OPLA) that authorizes and instructs Speedy Cash to initiate an ACH or debit card payments on the loan due dates, or in the event of default, to collect the outstanding loan balance.
We submit that there was no unauthorized payment taken, therefore no refund will be provided. It is important to note that customers are never required to repay a debt through electronic payments. A review of our records shows that the Complainant did not revoke their payment authorization. However, upon receipt of the complaint, we revoked the payment authorization on the account. As a result, the Complainant must process their payments manually, by phone or online.
Speedy Cash understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks. Accordingly, Speedy Cash is willing to discuss mutually satisfactory repayment arrangements in order to assist the Complainant in paying back their loan. We encourage the Complainant to contact Speedy Cash at ###-###-#### to discuss a mutually agreeable payment plan.
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:05/21/2024
Type: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 went to office to obtain additional funds and the lady in the office told me my payment might go up $100. I had to pay $149 upfront before she could process my request. After she processed my request, my payments were gonna go up to $600 a month that was double my initial payments, so therefore, I did not want to do this loan. I requested my $149 back and it still has not been debited back to my bank accountBusiness Response
Date: 05/24/2024
***************
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant). TitleMax of South Carolina, 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 they wanted to obtain additional funds; however, they were told a payment of $149.00 would be required to process the request. After the payment was processed to receive the additional funds, they were informed their payments would increase to $600.00. After some consideration, the Complainant decided not to obtain additional funds and requested the payment of $149.00 be refunded. Their desired resolution is a refund of $149.00.
A review of TitleMax records reveals that on January 30, 2024, a Supervised Loan Agreement was obtained in the principal amount financed of $5,215.00 at a storefront in Cheraw, SC. The Complainant granted a security interest in a 2014 Honda CR-V with a VIN ending in ******. The loan was contracted to be repaid in forty-seven (47) monthly payments of $741.96 beginning on March 8, 2024, and one (1) final payment of $731.79 on February 8, 2028, to satisfy and discharge their obligations under the Agreement. On February 1, 2024, the Complainant made a payment of $1,700.00 and refinanced their existing loan of $3,562.97. The loan was contracted to be repaid in repaid in thirty-five (35) monthly payments of $374.17 beginning on March 8, 2024, and one (1) final payment of $372.15 on February 8, 2027, to satisfy and discharge their obligations under the Agreement. The account is currently in good standing.
Based on our investigation, on May 20, 2024, the Complainant wanted to refinance their loan and borrow additional funds. To do so, the Complainant needed to make a payment of $149.00. After the payment was processed, the Complainant was informed that their monthly payments would increase significantly. Therefore, the Complainant decided to decline borrowing additional funds and asked for a refund of the $149.00 payment. The payment was voided, and the Complainant was informed that a refund will be issued in 3 to 5 business days. On May 23, 2024, the Complainant visited the store location and was told again to allow 3 to 5 business days for the refund to be processed.
TitleMax has clearly disclosed that a refund has been issued and will be refunded back to them in 3 to 5 business days. If the time allotted has passed, we encourage the Complainant to continue to communicate with the store their loan originated District Director for an alternative refund option.
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: 06/01/2024
I did get my $149 back but this loan has been falsified.I only did one loan. I did not refinance a second loan. And the employee did. Not tell me the interest rate.Business Response
Date: 06/11/2024
******************
Thank you for the opportunity to respond to the rebuttal filed by ***** ******, also known as ***** ****** ****** (Complainant). TitleMax of South Carolina, 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 they received the $149.00 back but claim the loan was falsified. They state they only did one loan and did not refinance.
As stated in our previous response, based on our investigation, on May 20, 2024, the Complainant wanted to refinance their loan and borrow additional funds. To do so, the Complainant needed to make a payment of $149.00. After the payment was processed, the Complainant was informed that their monthly payments would increase significantly and decided to decline borrowing additional funds. The $149.00 payment made by the Complainant was voided and a refund check was provided to the Complainant a few days later which has since been successfully cashed as of May 28, 2024. We submit that in no way was the refinance falsified. Accordingly, the Complainant remains bound by the terms of the agreement signed on February 1, 2024.
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: 06/13/2024
This was a falsified contract. I did not do a loan for $5200 and make a payment for $1700 and refinance for the $3500 loan. I only did the one initial loan of $3500 and he asked me to bring back the next day $1700. I did not get a copy of my contract as promised because the employee no longer worked at this company. I had to request from another employee my contract. And yes , I have been lied to regarding the conditions of my contract.
Regards,
***** ******
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