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:01/12/2024
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 1.8.2024 I spoke to CSR ******** . I sent an email as she instructed to revoke the auto pay on my bank account and debit card on file . I received a response email stating no funds would be taken from my account on 1.12.2024. "We have successfully processed your ACH revocation request. If you are opted in to payment reminders, you will continue to receive payment reminders as a courtesy."
I called customer service again on 1.11.2024 at 12pm to verify no money would be taken from my account. Sierra said she removed my debit card information from my account which applies to all 4 loans and made a note on the system that I will resume my payments 2.2.2024.
I sent another email to customer service on 1.11.2024 to verify no money would be taken from my account because of a prior bad experience I had with CSR Sierra.
At 8pm I received an email stating the ACH has already been processed and there was no way to stop it. I called my bank to freeze my debit card. My bank can't freeze my bank account during non business hours. This means that I could incur hundreds of dollars in non sufficient fund fees.
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). Advance Group Inc., DBA Rapid 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 on January 8, 2024, they spoke to a representative and then sent an email as they instructed to revoke the autopay on their bank account and debit card on file. They received a response email stating "We have successfully processed your ACH revocation request. If you are opted in to payment reminders, you will continue to receive payment reminders as a courtesy." and no funds would be taken from their account on January 12, 2024. They called customer service again on January 11, 2024, at 12pm to verify no money would be taken from their account. The rep said they removed the debit card information from their account which applies to all four loans and made a note on the system that the Complainant would resume their payments February 2, 2024. They also sent another email to customer service on the same day to verify no money would be taken from their account because of a prior bad experience with a rep. At 8pm, they received an email stating the ACH had already been processed and there was no way to stop it. They called their bank to freeze their debit card. Their bank cannot freeze their bank account during non-business hours meaning they could incur hundreds of dollars in non-sufficient fund fees. The Complainant wants the company to give them the time they requested to continue making payments on their loan. They would like to be reimbursed for all NSF fees that occurred because of their unnecessary and unexpected actions in collection of funds.
A review of Rapid Cash records reveals that on November 1, 2023, the Complainant obtained an Installment Loan online in the principal amount financed of $750.00. The loan was contracted to be repaid in five (5) bi-weekly payments of $194.02, beginning November 10, 2023, and a final payment of $194.05, due January 19, 2024. The Complainant obtained a second Installment Loan online on November 28, 2023, in the principal amount financed of $750.00. The loan was contracted to be repaid in five (5) bi-weekly payments of $198.34, beginning December 8, 2023, and a final payment of $198.32, due February 16, 2024. The Complainant obtained a third Installment Loan online on November 30, 2023, in the principal amount financed of $200.00. The loan was contracted to be repaid in five (5) bi-weekly payments of $52.31, beginning December 8, 2023, and a final payment of $52.27, due February 16, 2024. The Complainant obtained a fourth Installment Loan online on December 6, 2023, in the principal amount financed of $400.00. The loan was contracted to be repaid in five (5) bi-weekly payments of $113.08, beginning December 22, 2023, and a final payment of $113.03, due March 1, 2024.
Regrettably, after reviewing the Complainant's account, the Complainant’s ACH Revoke was only processed on one loan in error, causing the other three (3) loans to be collected. To rectify the error, Rapid Cash will waive the surcharge fees, totaling $75.00. We will also reimburse the Complainant’s NSF fees that were accrued due to the three (3) transactions that were processed in error, in the total amount of $75.00. We sincerely apologize for any inconvenience this may have caused or if this may have resulted in a poor customer experience. Upon receipt of the complaint, we have revoked the ACH authorization on all of the Complainant’s loans.
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
** *** *** ********** ** *****Customer Answer
Date: 01/20/2024
[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:01/11/2024
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.
Around 2 - 2 1/2 years ago I took out loan with Easy Money on Clinton Hwy in Tennessee , where I lived for a time. The loan was $200.00 .The next month I paid it off in full plus interest. At that time I took a loan for the same $200.00 and paid it off in full as I did before. I did this throughout a period of time, each month paying the loan off in full plus interest throughout.
My credit limit with them grew to the amount of $400.00 which they offered many times, which I refused many times.
See , I'm 62 years of age and on a fixed income( retired on full disability). One of my checks is a little over $400.00 per month. I'm at poverty level. I wouldn't take it a $400.00 loan knowing that would be all of one of my checks. I receive 2 checks per month.
Around the month of October of 2023 I called to make my $200.00 payment in full, plus interest. At which time the manager informed me that my payment due was $ 400.00 , plus interest. I immediately disputed verbally to her. At which time she because very rude and informed me that they could and would take money out of my account whenever they choose to do so. She proceeded to tell me where I spent all of my first $200.00 but couldn't tell me anything where I spent the next $200.00
The manager told me that I called a second time and took out an extra $200.00. Which I did not . First she stated that I came in the business to get it but when I disputed that statement by telling her " I knew she was lying because I was not living in that state any more and have not been back and that I had a witness to that fact". She then changed her story and said I took it out over the phone. I have a witness that can verify I did not. I would not have.
I am still disputing this at this time and they have attempted to take money which I've disputed each time, although they have managed to get some. If I had taken out this loan, I would pay it but I did not . Only $200.00 . I have learned through others including my bank that this business is well known for running scams on the ones who trust them to do business with them.
Business Response
Date: 01/18/2024
January 18, 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). Buckeye Check Cashing of Tennessee, LLC DBA Easymoney, 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 have never received a loan for $400 although they had been approved for that amount. They state that they took out a loan around 2 years ago for $200.00 and paid it off in full before it was due. They state that they have done this same process several times. The Complainant states that their credit limit grew to $400.00, which was offered to them, but they refused. They state that they are on a fixed income and would not take a $400.00 loan knowing that it would be all of one of their checks. The Complainant states that in October 2023, they called to pay their loan in full of $200.00 plus interest but was informed that their payment due was $400.00 plus interest. The Complainant disputed verbally, and the manager became very rude and informed them that they would take the money out of their account whenever they chose to do so. The manager proceeded to tell the Complainant where the first $200.00 was spent and that the Complainant called and took out an extra $200.00. The Complainant states that the manager changed their story after being informed that the Complainant was not in the state during the time the funds were requested. The Complainant states they continue to dispute this, and any payment attempt as well, claiming if they had taken out this loan, they would pay it, but they did not, only $200.00. The Complainant is requesting a billing adjustment.
A review of Easymoney records reveals that on December 23, 2019, the Complainant obtained a Line of Credit with a credit limit of $100.00 at a storefront in Knoxville, TN, with an initial advance of $100. The first payment of $108.42 was due on January 04, 2020. The complainant received two credit increases during the life of the loan. One from $100 to $200 and another from $200 to $400. They took a draw of $200 on June 30, 2023, and another draw of $200 on July 7, 2023.
The account entered a past due status after payment was not made on October 23, 2023. A review of the payment history shows the Complainant has made five (5) payments in the total amount of $415.82 toward the outstanding balance. Currently, the Complainant’s outstanding loan balance is $477.48.
Easymoney encourages customers to use this product as a short-term financial solution and whenever possible, pay off early to avoid accruing interest. The balance may be paid back at any time with no penalty for early payoff. We counsel and have our customers acknowledge in writing the following: AS THIS LINE OF CREDIT HAS A HIGH INTEREST RATE, YOU ARE ENCOURAGED TO PAY AS MUCH AS YOU CAN EACH MONTH TO REDUCE THE AMOUNT YOU OWE. The interest rate and interest charges are plainly disclosed on the first page of the loan agreement. By signing the agreement, the customer acknowledged their understanding that Easymoney would earn interest on the balance from the date of the transaction until paid in full.
In response to the Complainant’s claim that they had not received the funds on June 30, 2023, they were asked to send in documentation showing they never received a deposit, but Easymoney has not received any supporting evidence from the Complainant. However, we are unable to confirm the customer received the funds on June 30, 2023, and have taken into account the age of the loan, the amount borrowed, and the total payments received, and as a gesture of goodwill, have decided to waive the remaining balance. It is important to note that the account is not closed and is available for future use, but as of the date of this response, the balance is $0.00. For additional questions or concerns, we encourage the Complainant to contact Easymoney ###-###-####.
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:01/11/2024
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 out a title loan through Titlemax in Arizona. The maximum interest allowed by statute to be charged on a title loan in Arizona is 17%. Titlemax is charging me 203% APR on the loan which is illegal I'm Arizona. This loan should have been paid off within 6 payments. Instead, I've made about 20 payments and have paid very little in interest on the loan.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 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 that they took out a title through TitleMax in Arizona and the maximum interest allowed by statute to be charged on a title loan is 17% but TitleMax is charging 203% which is illegal. The Complainant claims the loan should have been paid off within six payments instead they have made about 20 payments and have paid very little in interest on the loan. The Complainant is requesting no further contact by the business.
A review of TitleMax records reveals that on September 21, 2022, the Complainant obtained a Personal Loan in the principal amount financed of $250.00 at a storefront in Phoenix, AZ. The Complainant granted a security interest in a 2014 BMW X1 with a VIN ending in ******. The loan was contracted to be repaid in repaid in 23 semi-monthly payments of $29.99, beginning September 30, 2022, and a final payment of $21.18, due on September 15, 2023. On June 20, 2023, the Complainant refinanced their existing loan of $128.50, borrowing an additional $121.00. The loan was contracted to be repaid in 23 semi-monthly payments of $24.16, beginning June 30, 2023, and a final payment of $21.62, due on June 15, 2024.
The second and final refinance was completed on July 24, 2023, in which the Complainant made a payment of $47.41 and refinanced their loan for the remaining balance of $249.50. The loan was contracted to be repaid in 23 semi-monthly payments of $25.59, beginning August 15, 2023, and a final payment of $25.58, due on July 31, 2024.
At the time of loan origination and refinance, the Complainant signed a Secondary Motor Vehicle Finance Registration Loan 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 this agreement, the Complainant acknowledged their understanding of the terms and conditions of the installment loan.
It is important to note that Title Max encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the check by which TitleMax disbursed the loan proceeds or an equivalent amount of cash to us by the close of business on the
business day following the date of the agreement. Further, TitleMax ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations.
A review of the payment history on the most recent refinance indicates there have been four (4) payments made on the loan. The first scheduled payment was attempted in the amount of $25.59, but was returned on August 17, 2023, causing the loan to be in a past due status. A payment was made on September 5, 2023, in the amount of $40.00. The next payment was made on September 14, 2023, in the amount of $50.00. The last two (2) payments were made in the amount of $51.18 on October 12, 2023, and November 14, 2023. The Complainant currently has a past due balance of $206.01.
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 you to assist you in paying back your loan. We encourage the Complainant to call Customer Service 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
** *** *** ********** ** *****Customer Answer
Date: 01/17/2024
Titlemax did nothing to respond to the Complaint other than restating the terms of the original contract. I only extended the contract once online with no explanation that the terms or contract were restarting. I also did not receive any new contract.
Additionally, by their own admission, the contract was for a $250 loan. A payment of $29.99 x 23 payment means that I would pay $689.77 for a $250. That far exceeds 17% interest which is allowed by Arizona law. Contracts have to comply with Arizona law. You cannot randomly choose any interest rate you want. Ive been paying on this loan since September of 2022. I stopped paying because I was never paying principal and never getting anywhere because Titlemax is charging 203% interest. Titlemax also made no attempts to negotiate a settlement. I will be reporting them to the Arizona Attorney General.
[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:
Regards,
****** ******Initial Complaint
Date:01/11/2024
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 in a desperate situation got a loan from TitleMax in Nov.2022 to keep from being displaced from my home. I borrowed 1750.00, Recently I started experiencing financial difficulties which resulted in Titlemax repossessing my 2005 Ford F150 on December 21st when I made a payment arrangement for the 28th with store manager ******. I called and they said it would take $515.00 to reclaim it. Oddly enough they had me resign another loan for the same amount ... but I needed my vehicle even though I think this is not right. On Thursday, Jan,4 I paid the money and was told to pick up the truck from IAA Atlanta South Auction. Upon seeing my truck two tires were flat it would not start, and an unauthorized key was made without my knowledge with cigarette ashes in the ashtray. I called AAA to see if they could jumpstart the truck. The mechanic tried to jump-start the battery and the starter to no avail. I went inside to file paperwork for a claim against IAA Auction and Titlemax. I also have been in constant phone contact with both and I keep getting the run around as to who is responsible for the damage to my truck because it was working fine with no prior issues when they repossessed it.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 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 that they got a loan of $1,750.00 from TitleMax in November 2022. They state they recently experienced financial difficulties, resulting in TitleMax repossessing their 2005 Ford F150 on Decembre 21st, when they stated that they made payment arrangements for the 28th with the store manager. They were informed it would be $515.00 to reclaim the vehicle and oddly enough, they had them re-sign another loan for the same amount, but they needed their vehicle. The Complainant states that on January 4 they paid the money and were told to pick up the truck with IAA Atlanta South Auction. Upon seeing their truck, two tires were flat, it would not start, and an unauthorized key was made along with cigarette ashes in the ashtray. The Complainant states that they filed a claim against IAA Auction and TitleMax and have been getting the run around as to who is responsible for the damage to their truck because it was working fine prior to the repossession. The Complainant is requesting a replacement.
A review of TitleMax records reveals that on November 30, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $1,768.00 at a storefront in McDonough, GA. The Complainant granted a security interest in a 2005 Ford F150 with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,050.70 on December 30, 2022. On April 12, 2023, the Complainant made a payment of $449.21 and refinanced their existing loan of $1,752.24. The loan was contracted to be repaid in full in the amount of $1,971.27, on May 13, 2023. On May 16, 2023, the Complainant made a payment of $240.93 and refinanced their existing loan for the second time of $1,752.24. The loan was contracted to be repaid in full in the amount of $1,971.27, on June 15, 2023.
As part of the process of requesting a loan and upon each refinance, the loan agreement must be reviewed by the Complainant before the loan is signed. The annual percentage rate, finance charge, amount financed, total of payments and payment schedule are clearly disclosed in accordance with the Federal Truth in Lending Act and Regulation Z on the first page of the loan agreement. By signing the loan agreement, the Complainant acknowledged their understanding of the terms and conditions of the loan.
A review of the payment history on the second refinance indicates there have been five (5) payments made on the loan in the following order, $250.00, $230.00, $220.25, $213.00, and $220.00 on June 15, 2023, July 17, 2023, August 15, 2023, September 18, 2023, and October 16, 2023, respectively. When the payment was not made on December 15, 2023, the account entered a past due status and assessed a late fee of $211.41. On December 21, 2023, the vehicle was repossessed, and the account assessed a $50.00 repossession fee. On January 4, 2023, the Complainant made a payment of $515.10 to redeem the vehicle. The same day, the Complainant refinanced their loan for the remaining balance of $1,691.29. The loan was contracted to be repaid in full in the amount of $1,902.70, on February 3, 2024.
After reviewing the Complainant’s account, our records show the Complainant only paid the minimum payment and elected to refinance their existing balance on multiple occasions. TitleMax believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. Regarding payment arrangements or settlements, we urge the Complainant to contact the store directly. The Complainant may also contact TitleMax at (800)804-5368 for additional concerns and additional questions regarding their account.
Regarding the claim for the damages done by the repossession company, we have forwarded the Complainant’s claim to management. Should damages be found or determined, the Complainant will be contacted.
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:01/07/2024
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.
February 25th 2023 at 12:38pm I attempted to pull off $3,158 form my emerald card ending **** at **** ******* 95 ***** *** ******** **** ******* ***** when the worker ran it on a different machine it pulled my $3,158 off but I did not receive the cash even though I had proof on my end that the transaction went through they said that there was nothing that they could do at that time
I was in contact with ***** the store manager to try to resolve the issue but failed to I was treated like a criminal and a liar even though I had proof the transaction went through.March 3rd 2023 I was told to come into the store on good faith they were going to give me my $3,158 which I did receive after waiting there because the other girls refused to deal with me
one lady was going through a divorce and talking about the mistress all well she's talking about her misfortunes as I'm waiting there to be seen and was told multiple times if there is a dispute or they still can't find the money I'm responsible for it
I did contact h&r block and they were going to do an investigation in it but since we resolved it I canceled the investigation and received $3,158.upon that h&r block credit me back $3,158 March 8 and I assumed that check in the cash did not get paid. but if I would have just left the money there as they did their investigation and found out indeed they did get paid.
I contacted ***** March 13th 2023 and she told me I had till the end of the day March 14 to repay them the money. I was told multiple times that I could be sued and that they have lots of lawyers for stuff like this so not only did they receive $3,158 they received an additional $3,107.50 which put me in the negative which h&r block because this established was already paid
I contacted ***** on the 4th of January 2024 in the h&r office to inform her that I overpaid them she laughed over the phone and said I thought I was done with this situation and it could take months for her to try to figure out the situation
Business Response
Date: 01/12/2024
January 12, 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). Speedy Cash Car Title Loans, LLC, DBA Check Into 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 on February 25, 2023, they attempted to pull off $3,158.00 from their Emerald Card ending in **** at **** ******* 95 in ******** ****, AZ *****. When the worker ran the transaction on a different machine it pulled $3,158.00, but the Complainant did not receive the cash, even though they had proof that the transaction went through. They were in contact with the store manager to resolve their issue but were treated like a criminal and a liar. On March 3, 2023, they were told to come into the store on good faith to receive the $3,158.00 but the other girls refused to deal with them. The Complainant states they were told multiple times that if there is a dispute, or they cannot find the money, they are responsible for it. The Complainant contacted H&R Block to cancel the investigation due to the issue being resolved. On March 8, 2023, they received a credit of $3,158.00 from H&R Block and they assumed Check Into Cash did not get paid. They state they found out Check Into Cash did get paid. On March 13, 2023, they contacted the manager again who told them they had until the end of the day on March 14 to repay the money. They state Check Into Cash received an additional $3,107.50 which put them in the negative with H&R Block. On January 4, 2024, they contacted the same manager to inform them of the overpayment but was laughed at and were told it could take months to figure out the situation. The Complainant requests a refund.
A review of Check Into Cash records reveals that on February 25, 2023, the Complainant attempted to withdraw funds from a debit card ending in ****, in the amount of $3,158.00, at a storefront in ******** ****, AZ. On March 3, 2023, the Complainant signed a letter of acknowledgement stating they received $3,158.00 in cash from the storefront in ******** ****, AZ. In addition, the acknowledgement stated, “Any reason that the transaction on the customer’s end is disputed, ******** ******** **** ***** is liable to return the amount in cash.” The Complainant returned $3107.15 in cash on March 14, 2023.
To address the Complainant's concern regarding an overpayment, we have forwarded your concern to management to investigate and act accordingly. The Complainant will be contacted once the investigation is complete.
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: 01/17/2024
[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 the issue is not resolved and i'm unsure if i agreed to anything nothing is going to get done and no one will be held accountable like i was. There is no time frame set to when this will be resolved in a timely matter so am not agreeing untill this dispute is fully resolved.Regards
******** *****Customer Answer
Date: 01/26/2024
[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:01/04/2024
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.
Company tried running an unauthorized transaction on my debit card. Payment was not due and they tried to run it from my card that I had used from a previous transaction for a split tender payment. It’s scary to know that now they have saved my card information. Please pull audio from my date of payment to hear that I specifically said that I would COME IN to branch on 5th. When I called, no one will give me their name that answers the phone. I would like a district supervisor to call me please.Business Response
Date: 01/10/2024
January 10, 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). Insight Capital, LLC., DBA EasyMoney, 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 the company tried running an unauthorized transaction on their debit card and the payment was not due. The transaction was run from a card they had used from a previous transaction for a split tender payment. They feel it is scary to know that they have saved their card information and request the audio pulled from the date of payment to hear that they specifically said they would come into the branch on the 5th. When they called no one who answered the phone would give their name. The Complainant requests to be contacted by the business.
A review of EasyMoney records reveal that on December 22, 2023, the Complainant obtained a Payday Loan at a storefront in Enterprise, AL, in the principal amount financed of $500.00. The loan was contracted to be repaid in one payment of $587.50, due January 5, 2024. It is important to note that at the time of loan origination, the store location confirmed with the Complainant the payment would be processed automatically with their debit card and the card payment would be processed the day before the due date January 4, 2024. On January 4, 2024, the automatic debit card payment was declined.
At the time of the loan origination, the Complainant signed an Alabama Deferred Presentment 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. Further, by signing the agreement, the Complainant also authorized EasyMoney to initiate an electronic payment process to satisfy the payment of $587.50. By signing the loan agreement, the Complainant acknowledged their understanding of the terms and conditions of the loan.
EasyMoney understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks. Accordingly, EasyMoney 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 EasyMoney 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:01/04/2024
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 letter stating that if I made my payment I could continue as if I was not late. I immediately got another letter stating a larger payment was needed to continue as if I were not late. I asked the local office why the payment was needed earlier than expected since the letter says I could continue as if I was not not late and he says that isn't what the letter means. I was also charged titling fees that I paid and it appears interest has been accruing on this amount since day 1 and they are not giving clear answers or attempting to resolve this matter properly.Business Response
Date: 01/10/2024
January 10, 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 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 they received a letter stating if they made their payment they could continue as if they were not late. They immediately got another letter stating a larger payment was needed to continue as if they were not late. They asked the local office why the payment was needed earlier than expected, since the letter stated they could continue as if they were not late and were told that is not what the letter means. They state they were charged titling fees that were paid, and it appears interest has been accruing on this amount since day one. The Complainant requests to settle the account after the correct interest is calculated so they can pay the balance due and end the contract.
A review of TitleMax records reveals that on September 1, 2023, a Title loan was obtained in the principal amount financed of $4,020.50 at a storefront in Kennett, MO. The Complainant granted a security interest in a 2018 Nissan Armada with a VIN ending in ******. The loan was contracted to be repaid in 35 monthly payments of $609.29, beginning October 2, 2023, and a final payment of $610.31, due September 2, 2026. On September 6, 2023, the Complainant made a payment of $20.00 and refinanced their existing loan of $4,020.31. The loan was contracted to be repaid in 47 monthly payments of $962.13, beginning October 16, 2023, and a final payment of $959.82, due September 16, 2027.
A review of the payment history on the most recent refinance indicates there has been one (1) payment made on the loan. When the payment was not made on October 16, 2023, the account entered a past due status. A Notice of Default & Right to Cure was sent to the address on file on October 27, 2023. The Notice of Default & Right to Cure read as follows:
“Dear Borrower,
You are late in making your payment(s) on the account described above.
If you pay the AMOUNT NOW DUE (below) by the LAST DAY FOR PAYMENT (below), you may continue with the Loan Agreement as though you were not late. If you do not pay by that date, we may exercise our rights under the law. These rights include the right to recover any property held as collateral under the agreement and the right, in many instances, to hold you personally responsible for any difference between the amount the property brings in a sale and the balance due us on the credit transaction in question.
AMOUNT NOW DUE: $962.13 LAST DAY FOR PAYMENT: 11/16/2023
Please make your payment to TitleMax at the address listed above.
If you voluntarily surrender possession of the specified collateral, you could still owe additional money after the money received from the sale of the collateral is deducted from the total amount you owe.
If you have any questions, please write to me at the address above or contact me at the number listed above.”
A late fee of $48.11 was assessed to the account on November 1, 2023. On November 7, 2023, the Complainant spoke with TitleMax regarding the notice received and was recommended to make a payment as soon as possible to avoid the risk of the vehicle being repossessed and another scheduled payment was approaching its due date. The Complainant processed a payment of $1,000.00 on December 17, 2023. A second Notice of Default & Right to Cure was mailed to the address on file on December 18, 2023, which specified an amount due of $1,924.26 and the last day to make payment as January 7, 2024. At the time of the first Notice of Default & Right to Cure the Complainant was in default for one (1) payment and at the time of the second Notice of Default & Right to Cure they were in default two (2) payments and as a result, the amount due varied.
To address the titling fees mentioned in the complaint, the Complainant was charged a lien fee of $20.50 on the initial loan only and not a titling fee.
It is important to note that at the time of the loan origination and refinance, the Complainant signed a Promissory Note that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments, lien fee, 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.
TitleMax believes that the conditions of the loan were clearly disclosed, therefore a settlement will not be accepted at this time. 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
** *** *** ********** ** *****Initial Complaint
Date:01/02/2024
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 purchased a car from a private seller . I went to the DMv to register the vehicle. DMv stated that it is alien on the vehicle from title max which they have to release. I drove all the way to ******** **** * **** *** *** * ********* ** ***** South Carolina to title max and i spoke with a ******* ********** she told me that they will release the vehicle and mail me the document . When I called to follow up after a week they sai\d they not sending anythiong our because they don't know if I stole the car even though I have a bill of sale and paid property taxes on the vehicle.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 21084272
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 purchased a car from a private seller and went to the DMV to register the vehicle. The DMV stated there was a lien on the vehicle from TitleMax, which they have to release. They drove to the TitleMax on **** * **** *** *** * ********, SC ***** and spoke with an employee who told them they would release the vehicle and mail the document. After a week, they called to follow up and were told they would not be sending anything because they do not know if they stole the car, despite them having a bill of sale and paid property taxes on the vehicle. They request contact from the business and the lien to be released on the vehicle.
A review of TitleMax records reveals that the Complainant purchased a 2007 Chrysler Sebring with a VIN ending in ****** from a dealer who obtained the vehicle from an auction held at Insurance Auto Auction (IAA). To address the Complainant’s concern regarding a lien on the vehicle we encourage the Complainant to contact the dealer they purchased the vehicle at, as well as IAA reachable at ###-###-#### who is willing and ready to assist them.
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:01/02/2024
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 in November of 2021 of 1500 dollars. Been paying almost 300 a month just for the balance to keep renewing every month.
A year later I’m still paying on the car and come this year around spring it breaks down. I didn’t have the money to get it diagnosed but was still paying the title loan. Well September I had it towed by Mikes Towing on Atlantic and he also Diagnosed it. He told me it was a wiring problem and would cost about 5,000 dollars and he didn’t think it was worth fixing with it having almost 300,000 miles. I wasn’t going to spend that kind of money on a 2006 ford fusion with that kind of mileage.
So I then called InstaLoan on October 14,2023 to come pick up the car. They agreed to come pick it up on Monday since I called on a Saturday. They arrived at Mikes towing a week later to pick up the car but didn’t have any documentation. He declined them and told them to come back with documentation. They never came back but they call me everyday about the car.
Fast forward I get a call this morning months after the agreed to pick the car up stating we don’t want the car if it’s not running and you still owe us. They are a grimy company and should be shut down. I will see them in court if it gets that far.
Business Response
Date: 01/05/2024
January 5, 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). TMX Finance of Florida, Inc., 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 still paying on their loan when the car broke down. They state they called InstaLoan to come pick up the car. They claim no one ever came to pick up the vehicle but received calls every day about the car. They also claim that months after, they received a call stating that InstaLoan did not want the car if it is not running and that they will still owe the loan. They are requesting a billing adjustment.
A review of InstaLoan records reveals that on November 1, 2021, the Complainant obtained an Auto Loan in the principal amount financed of $1,773.30 at a storefront in Jacksonville, FL. The Complainant granted a security interest in a 2006 Ford with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,842.99 on December 2, 2021. On December 2, 2021, the Complainant made a payment of $127.17 and refinanced their existing loan of $1,574.75. The loan was contracted to be repaid in full in the amount of $1,819.53, on January 2, 2022.
Between January 9, 2022, and July 22, 2023, the Complainant refinanced their loan on 16 more occasions, borrowing an additional $193.00 total. The final refinance was completed on August 22, 2023, in which the Complainant made a payment of $96.09 and refinanced their loan for the remaining balance of $1,563.29. The loan was contracted to be repaid in full in the amount of $1,806.20, on September 21, 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 September 21, 2023, the account entered a past due status. The Complainant’s currently has a past due balance of $1,949.82.
It is important to note that at the time of the loan origination and each refinance, the Complainant signed a Consumer Finance Loan and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.
Please note that the complainant is not exempt from their loan repayment obligations despite their vehicle’s current condition. As we believe that the conditions of the loan were clearly disclosed, a billing adjustment will not be provided at this time. 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
** *** *** ********** ** *****Initial Complaint
Date:12/20/2023
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 have a loan with title max I was not told about the exorbitantly high rate at 17.00 a day or the 486.00 customary i was mislead and I want my title backBusiness Response
Date: 12/22/2023
December 22, 2023
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). 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 they have a loan with TitleMax and was not told about the exorbitantly high rate of $17.00 a day or the $486.00 customary. They state they were misled and request their title back.
A review of TitleMax records reveals that on July 28, 2023, the Complainant obtained a Secured Line of Credit with a credit limit of $4,000.00 at a storefront in Memphis, TN, with an initial cash advance of $300.00. The Complainant granted a security interest in a 1994 Ford Mustang with a VIN ending in ******. Open credit involves billing periods and reoccurring minimum payments of interest and principal based on the balance of the loan. TitleMax encourages customers to use this product as a short-term financial solution and whenever possible, pay off early to avoid accruing interest. The balance may be paid back at any time with no penalty for early payoff.
It is important to note that at the time of the loan origination, the Complainant signed a Secured Line of Credit Account Opening Disclosures and Account Opening Acknowledgement that clearly disclosed the annual percentage rate 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.
A review of the payment history indicates there have been four (4) payments made on the loan. When the payment was not made on December 7, 2023, the account entered a past due status. The Complainant’s past due balance of $4,874.33.
As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, the request to return the title will not be accepted 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
** *** *** ********** ** *****Customer Answer
Date: 01/02/2024
[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:
Regards,
********* *****
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