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.
- 149 complaints closed in the last 12 months.
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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:08/05/2022
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 requested a loan online on 6.25.22. I was asked if I was red to pick up in store or have it deposited. I requested pick up since my account was overdrawn, the very reason I needed the loan. When I arrived at the store minutes later I was advised that the loan had been sent directly to my account because it was after 4pm central. Mind you, the loan request itself was made after 4pm central. The store itself was surprised the money was sent to my account and so quickly. Initially I was told a loan can't be cancelled and then I was told I had to submit the request via email to officially request the cancellation (even though I had done so several times on a recorded line) They failed to cancel the loan even after the email was sent and the monies were lost due to my account being overdrawn. The supervisor attempted to tell me that I was still responsible for the loan and I let her know clearly that I would not be paying for the fraudulent policy in regards to timing. If I requested the loan after 530, I should not be given the option to pick up the monies in store or I should be allowed to pick up the funds next day. I demanded this debt cancelled as I requested the loan long after 530 and could in no possible way pick it up before a time that has passed. As far as I am aware, we have yet to master the art and science behind time travel. I specifically requested to pick up the monies from the store and there were no warnings, no cautions or anything of the sort when choosing this option or else I would have waited until the next day. The only notification of this policy came on the email that is sent AFTER the loan is finalized and u are given your code for pick up. Since communicating with speedy cash, they have taken back the 250 loan, the additional 50 interest and charged an additional 15 for non payment. They also caused me to incur $70 in overdraft fees from my bank. I want every bit of $385 returned. This is fraudulent sneaky slimy shark behavior.
Business Response
Date: 08/15/2022
Thank you for the opportunity to respond to the complaint filed by ******* ******** (Complainant). Speedy Cash, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
Please note that CCF Intermediate Holdings recently completed its acquisition of the Speedy Cash, Rapid Cash and Avio brands. Although the incident in question occurred prior to the closing of the acquisition, we will, of course, work to resolve any concerns raised by the complaint.
To summarize, the Complainant states on June 25, 2022, they requested an online loan from Speedy Cash and were asked if they wanted to pick up the funds at a store or have them deposited into their checking account. They requested to pick up the funds in a store due to their bank account being overdrawn; however, when they went to a Speedy Cash location, they were informed the funds had been deposited into their bank account. The Complainant claims they were informed to send an email asking for the loan to be cancelled, but Speedy Cash failed to do so, and the funds were lost due to their bank account being overdrawn. The Complainant is requesting a refund in the amount of $385.00 which includes the loan amount and fees, along with $70.00 in overdraft fees charged by their bank.
A review of our records revealed, on June 22, 2022, the Complainant obtained an online payday loan in the amount of $255.00 with a finance charge of $45.00 and a due date of July 1, 2022. The loan application was completed online at approximately 7:30pm CST, and the loan proceeds were funded via ACH at 7:55pm CST. An ACH payment was processed on July 1, 2022, as outlined in the loan agreement and Optional Loan Payment Authorization; however, it was not successful causing a $15.00 returned payment fee. A second payment attempt was made on July 14, 2022, and was successful, and the loan is paid in full.
While requesting the loan, Speedy Cash’s website did offer the Complainant the option to pick up the funds or receive them via an ACH deposit; however, it also states that funds must be picked up by 6:00 pm CST. An email was also sent to the Complainant with this information. The Complainant completed the loan process after the allotted time to receive the funds via a Speedy Cash storefront location.
Regarding the statement that Speedy Cash failed to cancel the loan, a Speedy Cash representative did suggest the loan be rescinded which would allow the Complainant to complete a new loan and the funds to be picked up at a storefront location. An attempt to collect the principal amount deposited into the Complainant’s account was made; however, the funds were not available and therefore, the rescission was not successful.
We apologize for the confusion and inconvenience this situation caused; however, the Complainant’s statement that the funds were “lost” is not accurate as they were deposited into their bank account and contributed to reducing the negative balance. As a courtesy, we have submitted a refund for all fees collected by Speedy Cash in the amount of $60.00 ($45.00 finance charge plus $15.00 return payment fee). The Complainant should see the refund in their bank account in one to three business days.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
*** – Consumer Complaints
**** ******* **** ****
******* ** *****Initial Complaint
Date:08/02/2022
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 Friday 7/29/22, Cash Central loans approved me for a payday loan for $300.00 and informed me that the funds would be deposited into my bank account. I applied for the loan because I needed to pay my rent. At the moment I am in a difficult financial situation. I work two jobs to make ends meet. After speaking with the first representative today, Cash Central has all of my information incorrect. None of it is what I entered when I was applying for the loan. They had my former last name and address, which I didn't give them, and they said the first 3 numbers of my bank account number were incorrect. I gave all correct information at the time I applied for the loan. Now I cannot pay my rent and my son and I face the possibility of being kicked out of our apartment.Business Response
Date: 08/05/2022
Thank you for the opportunity to respond to the complaint filed by **** ******* ********* (Complainant). Cash Central, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states on July 29, 2022, Cash Central approved her for a $300.00 payday loan and the funds were to be deposited into her bank account. However, the funds were not deposited and when she contacted Cash Central to find out why, she discovered that Cash Central had incorrect information including her former last name and address, and bank account number. She claims she never provided Cash Central with this information. She is requesting the funds be deposited into her bank account and for extra funds to cover the late fee her apartment charges her.
A review of our records revealed, on July 29, 2022, Cash Central received an online application from a third-party lead provider under the name **** *******. The loan was approved and funded; however, due to an incorrect bank account number, the funds returned to Cash Central.
All information on the application is entered by the applicant including the bank account number. The Complainant’s name, address and bank account information were on the loan agreement which they reviewed and signed prior to the loan being funded. While we sympathize with the Complainant and the financial hardship they are currently facing, Cash Central is not responsible for the incorrect information that was provided and confirmed as correct when the loan agreement was signed. We invite the Complainant to log into the Cash Central account, update their information, and request funds.
We hope that we have fully addressed the complaint. Should she or the Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
5165 Emerald Pkwy #100
Dublin, OH 43017Initial Complaint
Date:07/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to the checksmart located *** ******** ******** ** ** ******** ** ***** and she was very rude and unhelpful even though I paid in cash the full amount last time . She not only did not follow policy but she refused to assist me with my loanBusiness Response
Date: 07/11/2022
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). CheckSmart, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states she went to the CheckSmart located at *** ******** ******** ** ** ********* ** and the CSR was very rude and unhelpful even though she had paid in cash the full amount last time. She claims the CSR not only did not follow policy but refused to assist her with her loan.
CheckSmart takes this complaint very seriously. We have policies and procedures, committed to treating its valued customers in a fair, honest, and transparent manner. CheckSmart reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive. We have forwarded the Complainant’s concerns to management to investigate and act accordingly.
Regarding the Complainant’s claim that the CSR refused to assist her with her loan, per company procedure, part of the application process is to collect proof of the consumer’s bank account. Unfortunately, the CSR assisting the Complainant was not able to collection this information from the Complainant causing the application to be incomplete.
We hope that we have fully addressed the complaint. Should she or the Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
**** ******* **** ****Initial Complaint
Date:07/01/2022
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.
Good Afternoon, On August 12, 2021 I entered store to cash a rather large check after selling mothers house. I was told the fee would be approx 2350.00 and would take about 2 to 3 days to obtain cash. I did not receive prepaid Visa card until 8/23/21 and it did not work right half the time and charged fees for everything. I called daily to see when my cash would be available and was given vague responses every day, and ***** ***** was being blamed for the delay. I called ***** ***** after worrying and wa told this was par for the course and check into cash knew this. After speaking to the manager, she agreed with me and was supposed to contact district manager about refunding my fees. The store then closed and I cannot get any help with this matter. I have my US Moneycard recipt when it issued if you need it. Thank you. Sincerely, ****** ******Business Response
Date: 07/08/2022
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). Check Into Cash of Virginia, LLC dba Check Into Cash (CIC), appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states on August 12, 2021, she cashed a rather large check after selling her mother’s house and was told the fee would be approximately $2,350.00 and it would take about two to three days to obtain cash. The Complainant claims she did not receive her US Money Card prepaid Visa until August 23, 2021, and that it did not work right half of the time and she was charged fees for everything. The Complainant alleges she called to see when her cash would be available and was given vague responses and ***** ***** was blamed for the delay. The Complainant states she contacted ***** ***** and spoke to the manager who was supposed to contact a district manager about refunding her fees, however the store had closed, and she has been unable to get any help with this matter.
A search of our records show the Complainant cashed a check on August 13, 2021, at a CIC location in the amount of $26,463.50 with a check cashing fee of $1,323.18, not $2,350.00 as indicated in the complaint. The Complainant was informed the funds would not be immediately available; however, it is not a common practice to state two to three days, but rather five to seven business days to allow adequate time for the check to clear the account of the financial institution it is drawn from. On August 23, 2021, the check cleared the financial institution and $10,000.00 was loaded onto a prepaid US Money Card. CIC apologizes for any confusion that may have occurred during the transaction, but denies any wrongdoing as the Complainant was informed the funds would not be immediately available.
Regarding the fees that were charged on the Complainant’s US Money Card, the Complainant will need to reach out to US Money Card directly using the contact information below. CIC merely provides consumers access to US Money Cards and does not charge fees for the use of these cards. Therefore, we cannot speak on any fees the Complainant may have experience or issue a refund for these fees.
U.S. Money Card
Phone: ###-###-####
Email: *************************
We hope that we have fully addressed the complaint. Should she or the Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
**** ******* **** **** ******* ** *****Initial Complaint
Date:06/29/2022
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.
In March 2022 I did a PayDay loan with this business. At the time of payment for this loan I was told that I should come in to do my payment electronically from my debit card instead of having them cash the check for payment that they already had on file. I went in on Tuesday swiped my card and the next day received notification from the bank that the check was cashed. I went back in with the debit receipt and the copy of the cashed check. The associate who did the transaction was not there but another woman who admitted she saw the error and would have the associate who did it submitted paperwork for a claim. One month went by I received no update. Called the store and was told it was out of there hands and I would need to wait to hear from a separate department at corporate level. Today is June 29 I called and they said they already denied my claim. No one reached out to me after 4months of waiting. No one has any answers even though they have papers showing that I was twice charged $345. This business which is going by two different names mind you because brick and mortar they are check into Cash ************** however they come up as community choice as a merchant charge, has not done anything to meditate their wrong doing and fix this mistake. The corporate office I called pulled my information and clearly said all I see is the debit charge not the check but in my paperwork is a printed copy of the check cashed with your business name on it. Did you actually call this local store to verify this information and speak to this woman who double charged me. Did you actually see my file and the two printed copies that show you community choice check into Cash *********** ** took my money and made no real effort to fix this.Business Response
Date: 07/01/2022
Thank you for the opportunity to respond to the complaint filed by ***** **** (Complainant). Check Into Cash of South Carolina, Inc dba Check Into Cash (CIC), a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states in March 2022, they obtained a payday loan with CIC. When the payment came due, as directed by the store, they went into the location and used their debit card to make the payment rather than allowing the check written for the loan to be cashed. The following day, they received notification from their bank that the check had also been cashed. The Complainant went back to the store with their debit card receipt and a copy of the cashed check, and a CIC store associate confirmed the error. However, after one month, the Complainant had not heard anything, and therefore contacted the store again, and was informed it was out of their hands and they would have to speak with the corporate office. On June 29, 2022, the Complainant spoke with CIC who only explained the claim had been denied. The Complainant is questioning the multiple names used by CIC, and if anyone looked at their file, or made a real effort to resolve this issue.
A review of our records revealed, on February 23, 2022, the Complainant obtained a payday loan from CIC in the amount of $300.00 with a fee of $45.00, and a due date of March 11, 2022. On March 15, 2022, the Complainant paid the loan in full via a debit card payment and the account reflected a zero balance. A CIC store associate deposited the Complainant’s collateral check on March 14, 2022, but did not take the correct actions in the point-of-sale system which allowed the debit card payment to be processed on March 15, 2022. When the Complainant spoke with the CIC store location regarding the double payment, the store submitted a refund request. The original request was denied due to the account reflecting a zero balance. For unknown reasons, after the refund denial, the appropriate associates were not notified of the situation and the necessary actions were not taken on the account which would have initiated a refund. We sincerely apologize for this mistake and the amount of time it has taken to resolve this situation. We have issued a refund to the bank account on file in the amount of $390.00; $345.00 for the overpayment plus the $45.00 paid in loan fees. The Complainant should see this refund within one to three business days.
Regarding the use of multiple names, CIC is part of the Community Choice Financial family of brands which is why Community Choice is reflected on the bank statement. As to the questions the Complainant raised concerning if anyone looked at their file or made an effort to correct the issue, an investigation into their claim was completed in March 2022; however, due to human error, the Complainant’s account did not reflect the overpayment which resulted in the refund being denied.
We hope we have fully addressed the complaint. Should they or the Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
**** ******* **** **** ******* ** *****Customer Answer
Date: 07/15/2022
The company that I filed a complaint against gave the time frame of 1-3 business days that I would receive my refund in my account on file. I have
not received anything as of today July 15th, 2022. The company response was sent on June 30th, 2022. If possible I would like the company to give an
update on when the refund will be credited to my account.Business Response
Date: 07/15/2022
The ACH refund attempt was returned on July 5, 2022. On July 8, 2022, a refund check was mailed to the Complainant. Please see the attached refund check.
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