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:03/07/2024
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.
On 03/7/2024 my card was used for 300 with speedy cash under the name ******* *******. I did not give authorization for my card to be used!!! nor should this person have been able to use a card that’s NOT in there name to process A payment!! My name is ***** ***** I called and spoke to someone and was advised they could not do anything about this transaction. I have called now 6 times and i’m constantly disconnected on and promised a supervisor call back yet NOTHING! The person account y’all paid was ******* ******* social ********* date of birth *********** She told me she used the card by mistake and immediately asked that the card be refunded. Somebody need to resolve this because I didn’t authorize her to use my card and speedy cash NEVER SPOKE WITH ME to get consistent to use my card for her payment!!!
Business Response
Date: 03/12/2024
*********************
Thank you for the opportunity to respond to the complaint filed by ***** ***** (Complainant). SCIL Texas, Inc., 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 that their card was used for a loan payment obtained with Speedy Cash by mistake. They are requesting a refund.To protect the privacy and confidentiality of our customers’ information, we have strict policies in place that prevent us from sharing any account-related details or information with unauthorized third parties. These policies are designed to safeguard sensitive data and maintain compliance with laws and regulations. Therefore, we cannot disclose specific account-related details or information to the Complainant as they are not listed as an authorized user on any accounts with Speedy Cash.
However, we recommend the Complainant dispute the transaction with their banking institution.
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:02/29/2024
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 got a title loan and lost my job so I got behind on my payment so they repossessed my truck til I could come up with the money to get it back. But the repo company they hired to repo my truck stole about $400 worth of tools out of the back of my truck and when I called title max to ask for a phone number to get ahold of them to ask about my tools and other belonging they took they told me they didn't have a working number for them. Now no one can tell me how to get my tools back.Business Response
Date: 03/06/2024
Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TMX Finance of Tennessee, Inc., DBA TitleMax, 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 the tow company used to repossess their vehicle stole $400.00 worth of tools from the back of the truck. When calling TitleMax for a phone number, they were told they did not have a working phone number for them.
A review of TitleMax records reveals that on February 9, 2023, the Complainant obtained a Line of Credit with a credit limit of $800.00 at a storefront in Milan, TN, with an initial advance of $800.00. The Complainant granted a security interest in a 2001 Chevrolet Tahoe with a VIN ending in ******. The first payment of $104.48 was due on March 15, 2023, and a second payment of $167.82 was due on April 15, 2023. Due to non-payment on January 24, 2024, the vehicle was repossessed, and a Notice to Sell was mailed to the Complainant the same day. Upon payment in the amount of $423.00, the vehicle was returned to the Complainant on February 9, 2024. A review of the payment history on the most recent refinance indicates there have been seven (7) payments made on the loan.
In response to the Complainant’s claims of property theft, we urge them to direct their claim to Keltic Adjusters which is the recovery company that was utilized, 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 ComplaintsCustomer Answer
Date: 03/06/2024
I've looked up the name of the business and can not find any company under that name and have tried that number since I got the truck back. I called Milan Title Max January 24 the day it got repossessed and told them I had $400 worth of tools along with other personal belongings.
Regards,
***** *******Initial Complaint
Date:02/14/2024
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’ve been paying back a loan using my title . I have a 2007 Chrysler 300 I borrowed 2518.00 the payoff on my contract is 2845.08 . I’ve been paying 350.00 to 300.00 on this loan for over a year. I’ve exceeded the payoff amount. According to the representative I owe over 2000.00 dollars. Over a years period and counting with no missed payments or late payments is this behavior legal? I’ve asked the representative of TitleMax to give me the numeric amount paid in on this loan I was told it would take some time for this request. I think I’ve paid over 3600.00 concerning this loan. The Representative I talked to on 02/14/2024 at approximately 2:50 pm name is Tabitha.Business Response
Date: 02/20/2024
February 20, 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). TitleMax of Georgia, Inc., DBA TitleMax, 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 borrowed $2,518.00 with a payoff on their contract of $2,845.08 for their title on their 2007 Chrysler 300. They state that they have been paying $300.00 to $350.00 on this loan for over a year and have exceeded the payoff amount. The Complainant states that according to the representative they owe over $2,000.00. They are asking if this behavior is legal. The Complainant stated that they requested the numeric amount paid on this loan and were told the request would take some time.
A review of TitleMax records reveals that on October 31, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,518.00 at a storefront in Swainsboro, GA. The Complainant granted a security interest in a 2007 Chrysler 300 with a VIN ending in 748310. The pawn transaction was contracted to be repaid in full in the amount of $2,845.08 on November 30, 2022. A review of the payment history indicates there have been 16 payments made on the pawn transaction in the total of $5,143.53 and 16 extensions requested. The Complainant currently has a balance of $2,338.03.
At the time of pawn transaction origination, the Complainant signed a Pawn 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 Regulation Z. In addition, the agreement includes notices on Extension and Continuation which states: “The initial term of the Pawn is 30 days, and the Pawn 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 chargesaccrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the installment loan.
We believe that the conditions of the pawn transaction 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 ###-###-#### to establish 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
** *** *** ********** ** *****Initial Complaint
Date:02/01/2024
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 took a title loan from titlemax of ****, when my father died of COVID in 2021. I defaulted on the loan. I have not had any correspondence from titlemax since. On 1/27/24, my car was taken from the parking deck at **** ***** ******. I was given a paperwork stating the recovery information. I have since spoken with all parties concerned trying to retrieve my personal property. I was told the vehicle went to auction. I have not received any notices regarding the repossession or the details of redemption. I cannot get anyone to tell me where or how to get my property back. I would also like redemption information. Every one I have spoken to has told me to call another place. I've called each place, to no avail. There was several hundred dollars worth of property in the vehicle, including my mother's cell phone, a laptop and a framing nailer not to mention our luggage and my paperwork for my property etc. I need my property. All I am getting is the runaround.Business Response
Date: 02/07/2024
February 7, 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). TitleMax of Alabama, Inc., DBA TitleMax, 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 took a title loan with TitleMax and defaulted on the loan but have not had any correspondence from TitleMax since. On January 27, 2024, their vehicle was taken, and they were provided paperwork stating the recovery information. They have spoken to all parties concerned, trying to retrieve their personal property and cannot get anyone to tell them how to get their property back. In addition, they state they have not received any notices regarding the repossession or details of redemption. The Complainant requests the return of their personal property.
A review of TitleMax records reveals that on March 15, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,000.00 at a storefront in ****, AL. The Complainant granted a security interest in a 2009 ********** ********* with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,279.80 on April 14, 2022.On May 3, 2022, the Complainant made a payment of $457.01 and refinanced their existing loan of $2,000.00. The loan was contracted to be repaid in full in the amount of $2,279.80, on June 2, 2022.
The second refinance was completed on June 29, 2022, in which the Complainant made a payment of $531.62 and refinanced their loan for the remaining balance of $2,000.00. The loan was contracted to be repaid in full in the amount of $2,279.80, on July 29, 2022.
A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on July 29, 2022, the account entered a past due status. TitleMax attempted to contact the Complainant to assist with repayment but was unsuccessful. On January 27, 2024, the vehicle was repossessed. The Complainant currently has a past due balance of $2,559.60.
To address their concerns regarding retrieving their personal property and redemption information, we have forwarded their account to the store location who has been attempting to contact the Complainant. We encourage the Complainant to contact the redemption department 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
** *** *** ********** ** *****Customer Answer
Date: 02/13/2024
[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:
I contacted the number given in the response, in an effort to resolve the matter. The redemption office stated that I should be transferred to the resolutions dept, so she did. The resolutions dept informed me to contact the legal dept. That was it. I do not have that contact information. Once again, I've contacted the appropriate people based on what I was told and all I get is shifted around. Nothing has been done. I was not able to discuss redemption or the return of my property.
Regards,
******** ********Business Response
Date: 02/21/2024
February 21, 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). TitleMax of Alabama, Inc., DBA TitleMax, 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 contacted the number given in the previous BBB response, in an effort to resolve the matter. The redemption office stated that the Complainant should be transferred to the resolutions dept, and the resolutions dept informed them to contact the legal dept. They state they do not have that contact information. They have not been able to discuss redemption or the return of their property.
To address their concerns regarding redemption information, we have forwarded their account to the store location who has been attempting to contact the Complainant. We encourage the Complainant to contact the redemption department reachable at ###-###-####.
In order to retrieve their personal property, the Complainant should contact the store, which will then assist them in scheduling an appointment with Insurance Auto Auctions Birmingham.
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:01/19/2024
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.
On May 25th 2023 I received a loan from Title max in the amount of 2818.00. I was making monthly payments of 452.00 not knowing that it was only paying the interest. I now have a balance for 3522.50. I am requesting that Title Max settle this loan for a lower amount since I have already made numerous payments. The terms of this loan was not properly explained and is ripping people off. If Title Max is willing to settle for a lower price I will gladly pay the loan off and close this account.Business Response
Date: 01/23/2024
January 23, 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). TitleMax of Georgia, Inc., DBA TitleMax, 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 on May 25, 2023, they received a loan from TitleMax in the amount of $2,818.00. They were making monthly payments of $452.00, not knowing that it was only paying interest and now they have a balance of $3,522.50. They are requesting TitleMax settle this loan for a lower amount since they have already made numerous payments. The Complainant claims the terms of the loan were not properly explained.
A review of TitleMax records reveals that on January 26, 2023, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,818.00 at a storefront in Savannah, GA. The Complainant granted a security interest in a 2013 Dodge Dart with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $3,268.59 on February 25, 2023. The Complainant completed one (1) extension and accrued $211.35 in late fees. On April 14, 2023, the Complainant made a payment of $361.95 and refinanced their existing loan of $2,818.00. The loan was contracted to be repaid in full in the amount of $3,268.60, on May 14, 2023. The Complainant accrued one (1) late fee of $129.16.
A final refinance was completed on May 25, 2023, in which the Complainant made a payment of $579.76 and refinanced their loan for the remaining balance of $2,818.00. The loan was contracted to be repaid in full in the amount of $3,170.25, on June 24, 2023.
A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on June 24, 2023, the account entered a past due status and was assessed a late fee of $352.25. The Complainant currently has a past-due balance of $3,522.50.
At the time of loan origination and each refinance, the Complainant signed a Pawn 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 Regulation Z. In addition, the agreement includes notices on Extension and Continuation which states: “The initial term of the Pawn is 30 days, and the Pawn 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 chargesaccrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the loans.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. 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: 01/23/2024
Although the terms were not explained this way, I have spoken with the business and I’ve been offered a lower settlement amount.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ****Initial Complaint
Date:01/18/2024
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 received a loan June 2023 for $2667.49. At the time of the loan I was told, with my wife present, that it was a no interest loan and that I would only be paying back what I borrowed. January ******* I called Titlebucks to find out the payoff amount because the online site was stating the the payoff amount was over $2900. When I spoke with a representative there, she stated that the only amount of each payment that goes towards the principal is what you pay over the payment amount. My wife and I stated that that was not what we were told and that we would never had agreed to the loan with those terms. The representative did not look into it and only repeated the original statement. This is corruption and should be illegal.Business Response
Date: 10/18/2024
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). TitleMax of ************ DBA TitleBucks, 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 told the loan was a no interest loan and that they would only have to pay back what was borrowed. After questioning the payoff amount, they were told the amount paid over the payment amount is applied to the principal. They further state they were not told that information when they initially received the loan. They would like a billing adjustment.
It should also 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 on December 2, 2022, a **** was obtained in the principal amount of $2,118.00 at a storefront in *************, **. The Complainant granted a security interest in a 2013 Dodge Avenger with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,456.66 on January 1, 2023; or if they chose not to repay the entire balance they could, at a minimum, pay the **** shop charges and renew the **** an additional thirty days. Between December 30, 2022, and October 11, 2024, the Complainant chose to refinance or extend their **** multiple times, thereafter, receiving additional funds on three (3) occasions. Pursuant to the most recent extension, the Complainant is to pay $2,945.15 by November 13, 2024, in order to satisfy the terms of their agreement.
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.
Please note that under a 30-day transaction, the expectation is for the customer to pay in full on or before the expiration date. Rather than paying the balance in full, the Complainant elected to pay the outstanding **** shop charges to extend the **** an additional thirty days on several occasions, thereby accruing additional charges. By signing this agreement and the extensions, the Complainant acknowledged their understanding of the terms and conditions of the ****.
TitleMax believes that the conditions of the **** were clearly disclosed and cannot find any evidence of wrongdoing. 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 the Better Business Bureau require further explanation, we may be reached at ************************************
Sincerely,Initial Complaint
Date:01/17/2024
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 had a payday loan with Cash Central on October 30th, 2023 that I made an arrangement to pay in four installments. I sent an email request on December 6th, 2023 to revoke ACH Authorization, so no further payments would be withdrawn from my account, which they confirmed the next day via an email back to me. However, the next three payments on December 8th, December 22nd and January 5th all withdrew from my checking account, meaning that Cash Central did not honor my ACH revoke request.
On January 5th, 8th and 10th, I spoke with three different Cash Central agents on the phone who gave me different information regarding this. The first Cash Central agent I spoke with on the 5th told me that as long as I sent screenshots of the money that was withdrawn from my bank account, they would send me the money back. I did this, however, still did not hear back.
The second Cash Central agent I spoke with on the 8th named ****** told me he would forward it to a supervisor and would reach back out to me. I did not hear back. The third agent I spoke with on the 10th named Peggy (who helped me with the pay in 4 arrangement originally) said that revoking ACH Authorization was only for 14 days, which I did not know from any of the email correspondence previously about this.
I spoke with Cash Central / Community Choice Financial on the phone on Monday, January 15th and I was told that I was previously notified that there was a review that they were doing that was to take up to 14 business days, however - I was never notified of this in the other three phone conversations I had with agents there.
Business Response
Date: 01/24/2024
January 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). CCF of Minnesota, LLC., DBA Cash Central, 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 had a payday loan with Cash Central on October 30, 2023, in which they arranged to pay in four (4) installments. On December 6, 2023, they sent an email request to revoke ACH authorization, so no further payments would be withdrawn on their account. The next day, they received confirmation via email that their request was completed however the next three (3) payments on December 8, December 22, and January 5, 2023, all withdrew from their checking account. They spoke to Cash Central multiple times and sent screenshots of the money that was withdrawn but did not hear back. On January 8, 2023, they were told their account was forwarded to a supervisor and did not hear back. They spoke to another agent who said that revoking ACH Authorization was only for 14 days which they did not know from any of the previous email correspondence. On January 15, 2023, they spoke with Cash Central again who notified them there was a review that would take 14 business days. They request a refund.
A review of Cash Central records reveals that on October 27, 2023, the Complainant obtained a Payday Loan online in the principal amount financed of $350.00. The loan was contracted to be repaid in one payment of $376.00, due November 10, 2023. The Complainant completed a 14 Day Courtesy move online on November 8, 2023, to change their due date to November 24, 2023. They signed and completed an Extended Payment Plan Amendment on November 16, 2023, which established four (4) payments of $94.00 due biweekly beginning November 24, 2023, and authorized automatic ACH payments until the loan balance is paid in full. An ACH payment for their first payment of $94.00 was successfully processed on November 24, 2023.
On December 7, 2023, the Complainant’s email request for an ACH revoke was completed. Regrettably, the next three (3) ACH payments of $94.00, due December 8, December 22, and January 5, 2024, were processed in error. We apologize for any frustration or poor customer service this issue may have caused. We have ceased conducting business in Minnesota, which might have contributed to additional delays in handling the Complainant’s claim. To rectify this error, we will send the Complainant a check covering the entire loan balance that the customer paid. The check will be mailed the address provided in the complaint. Please allow 5-10 business days for the check to arrive.
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: 01/25/2024
[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,
***** ******Customer Answer
Date: 01/25/2024
[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,
***** ******Initial Complaint
Date:01/17/2024
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 had a loan from title max since around July 2022 for 1200 & they’re interest rate was so high they do not tell you what the interest rate is they just tell you what the total you’ll owe is & every month came by they charge over $200 & if you’re late 1 day they add more so it was impossible to pay the whole amount cause it was always something different I have been paying for over a year meaning that I have paid over 3000 & the month I stop paying cause I had a emergency & could pay they pick up my carBusiness Response
Date: 01/19/2024
January 19, 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). 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 they had a loan from TitleMax since around July 2022 for $1,200.00 and the interest rate was so high. They state they were not told the interest rate but only the total they would owe. They have been paying for over a year and state they have paid over $3,000.00. The month they stopped paying because of an emergency, their car was picked up. They are requesting a replacement.
A review of TitleMax records reveals that on July 29, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $1,268.00 at a storefront in East Point, GA. The Complainant granted a security interest in a 2008 Nissan Altima with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,496.11 on August 28, 2022. On October 7, 2022, the Complainant made a payment of $290.00 and refinanced their existing loan of $1,244.42. The loan was contracted to be repaid in full in the amount of $1,468.29, on November 6, 2022.
Between November 10, 2022, and August 25, 2023, the Complainant refinanced their loan on seven (7) more occasions, borrowing an additional $223.00 total. The final refinance was completed on September 29, 2023, in which the Complainant made a payment of $220.00 and refinanced their loan for the remaining balance of $1,457.44. The loan was contracted to be repaid in full in the amount of $1,639.62, on October 29, 2023.
A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on October 29, 2023, the account entered a past due status. On January 16, 2024, the vehicle was repossessed and a repossession fee of $50.00 was assessed to the account. The Complainant currently has a past due balance of $1,871.80.
At the time of loan origination, the Complainant signed a Pawn 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 Regulation Z. In addition, the agreement includes notices on
Extension and Continuation which states: “The initial term of the Pawn is 30 days, and the Pawn 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 Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the loan.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. 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
** *** *** ********** ** *****Initial Complaint
Date:01/16/2024
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.
Title loan agreement I have paid over $4k that my daughter was helping me with due to the fact my husband left the home and my income. My daughter fell behind and vehicle was repossessed which I understand is a legal right. My issue is with the store staff not giving right contacts. I advised I over paid and wanted to settle loan they told me it wasn't and option. But another office told me they need to gather information and submit request to district manager so it is possible to settle? Yes it is. They are giving me the run around and not helping me. They want me to loose my car or just pay 1 payment and continue with agreement which I cannot afford! I need helpBusiness Response
Date: 01/22/2024
January 22, 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). TitleMax of Arizona, Inc., DBA TitleMax, 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 have a Title loan agreement which they have paid over $4,000.00 on. Their daughter was helping them and when their daughter fell behind, the vehicle was repossessed. Their issue is with the store staff not giving the right contacts. They advised the store they had overpaid and wanted to settle the loan but were told it was not an option. Another office they spoke with told them they needed to gather information and submit a request to a district manager. The Complainant feels they are being given the runaround and they cannot afford to continue with the agreement.
A review of TitleMax records reveals that on June 30, 2021, a Title loan was obtained in the principal amount financed of $3,000.00 at a storefront in Casa Grande, AZ. The Complainant granted a security interest in a 2004 ********* *********** with a VIN ending in ******. The loan was contracted to be repaid in 35 monthly payments of $395.74, beginning July 31, 2021, and a final payment of $394.33, due June 30, 2024. On July 19, 2021, the Complainant made a payment of $10.00 and refinanced their existing loan of $163.70, borrowing additional funds of $2,936.00. The loan was contracted to be repaid in 35 monthly payments of $408.90, beginning August 19, 2021, and a final payment of $403.42, due July 19, 2024.
Between July 31, 2021, and July 6, 2022, the Complainant refinanced their loan on 13 more occasions, borrowing an additional $20,350.00 total. The 15th and final refinance was completed on February 4, 2023, in which the Complainant made a payment of $403.40 and refinanced their loan for the remaining balance of $2,862.22. The loan was contracted to be repaid in 35 monthly payments of $378.70, beginning March 7, 2023, and a final payment of $374.38, due February 7, 2026.
A review of the payment history on the most recent refinance indicates there have been 10 payments made on the loan. When the payment was not made on December 7, 2023, the account entered a past due status and was assessed a late fee of $17.87. On January 10, 2024, the vehicle was repossessed, a repossession fee of $375.00 was assessed to the account and a Notice to Sell was provided to the Complainant. Upon repayment of $1,279.00 on January 12, 2024, the vehicle was returned to the Complainant.
It is important to note that at the time of the loan origination and each refinance, the Complainant signed a Secondary Motor Vehicle Finance Transaction Contract 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. By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.
We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of overpayment. 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 (800)804-5368 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
** *** *** ********** ** *****Initial Complaint
Date:01/12/2024
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.
after months TitleMax claims they were trying to reach me about an overage check they had for me. they claim the had been trying to reach me since August when they originally cut the check. i did not get the check until 1/4/24. I then went to deposit at my bank branch and the company retracted the funds the next day 1/5/24 sending a message to my bank that the funds/check was going to be returned. this left my bank account at a $-494 and both TitleMax and my bank UFCU, have no explanation to my funds. the $1734.29 check was for my mortgage and now I am about to be short due to the lack of communication from Titlemax. they sent me things prior as well as another $5.00 check but couldnt get in touch with me. My number, my email have always been the same, nothing has changed. I want my money!Business Response
Date: 01/17/2024
January 17, 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). TitleMax of Texas, 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 after months, TitleMax claims they were trying to reach them about an overage check for them that was cut in August. They did not receive the check until January 4, 2023. They went to deposit the check at their bank branch and claim the company retracted the funds the next day on January 5, 2024, sending a message to their bank that the funds/check was going to be returned. This left their bank account at negative $494.00. They state TitleMax and their Bank UFCU have no explanation and the check of $1,734.29 was for their mortgage. Now they are about to be short due to the lack of communication received from TitleMax. In addition, the Complainant states their email and phone number has always been the same. They request an explanation of the charges and a refund.
TitleMax of Texas, Inc. is a credit services organization (“CSO”) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records reveals that on May 20, 2021, the Complainant obtained a CSO loan with Ivy Funding Company, LLC in the principal amount financed of $5,533.00 at a storefront in Pflugerville, TX. The Complainant and a co-owner granted a security interest in a 2017 Lincoln MKZ with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $6,194.64 on June 21, 2021. On May 21, 2021, the Complainant refinanced their existing loan of $5,533.00, and borrowed an additional $2,000.00. The loan was contracted to be repaid in full in the amount of $8,433.80, on June 22, 2021.
Between June 22, 2021, and March 15, 2022, the Complainant refinanced their loan on five (5) more occasions, borrowing an additional $2,599.00 total. The seventh and final refinance was completed on May 2, 2022, in which the Complainant made a payment of $343.48 to refinance their loan for the remaining balance of $6,726.45 and borrowed an additional $1,200.00. The loan was contracted to be repaid in full in the amount of $8,871.90, on June 2, 2022.
A review of the payment history on the most recent refinance indicates there were no payments made on the loan. When the payment was not made on June 2, 2022, the account entered a past due status and the account was assessed a late fee of $443.59 on June 13, 2022. On May 21, 2023, the vehicle was repossessed and a repossession fee of $400.00 was assessed to the account. A Notice to Sell was sent to the Complainant’s address the same day.
Due to continued non-payment on June 15, 2023, the vehicle was auctioned in the amount of $11,800.00. A refund check of the surplus amount resulting from the auction of $1,734.54 was created on August 24, 2023. TitleMax attempted to contact the Complainant regarding the refund check but was unsuccessful. On January 4, 2024, the Complainant picked up the surplus refund check at the store front.
Regarding the claim that TitleMax retracted the funds for the surplus check, a review of records reveals the check posted with our banking institution on January 5, 2024. We could not find any evidence to support the Complainant’s claim. If the Complainant has evidence to the contrary, we ask documentation to be provided.
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
** *** *** ********** ** *****
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