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.
- 145 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:02/24/2025
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 loan with this company almost 3 years ago. I have since paid back double what I originally took out. I came into some medical problems so I fell behind on the loan. They sold the loan to two debt collectors-first South District Group, second one ************************** As stated, I've paid back way more than the original balance. The agencies that they work with, especially ************************* broke countless of debt collection laws: they would call me in the wee hours of the morning, late at night and despite having payment arrangements they repeatedly called and texted my relatives, associates, and even my boss. They illegal disclosed my debt to said relatives. I asked them multiple times verbally and in writing to stop contacting my relatives, but they refused. I am considering taking legal action. As a result of what I have paid, the debt nearing the statute of limitations, NUMEROUS debt collection law violations, I am asking for this debt to be discharged and the cease and desist to be honored.
Business Response
Date: 02/27/2025
February 27, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******** (Complainant). *************** *** **********************************, 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.
*************** DBA ********************************** is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders and services the resulting loans. Speedy **** services the loan but is not a lender in *****. Speedy **** charges a CAB fee in the amount permitted by Texas law.
To summarize, the Complainant states their loan was sold to debt collectors, South District Group, and then *************************, after they fell behind on repayment almost three (3) years ago. The Complainant claims they have since repaid double the amount of the original loan,however ************************* has broken multiple debt collection laws while attempting to contact the Complainant and collect the debt. The Complainant is requesting for the debt to be discharged and a cease and desist to be honored.
A review of Speedy **** records revealed on August 29, 2022, a loan was obtained with Ivy Funding *************** in the amount financed of $1,250.00 online at **********************************. The loan was contracted to be repaid in ten (10) payments in the amount of $350.00, due on the 15th and the last day of each month, beginning on September 15, 2022, and a final payment of $1,658.21 representing the final CAB fee, principal, and lender interest, due on February 15, 2023. A review of the payment history indicates there have been no payments received on the loan.
When the payment was not received on September 15, 2022, the account entered into a past due status. After continued non-payment, the account was sold to *************************** on October 2, 2023. *************************** may or may not be the entity reporting the Complainants account to the ********************** bureaus. As we are no longer the owner of the account, and ********************** **** is not currently reporting the account to any ********************** bureaus, concerns regarding the account including repayment options, credit reporting removal and further disputes should be directed to ********************** reachable at *************.
It is important to note that Speedy **** has not attempted to contact the Complainant since the account was sold, however Speedy **** has honored the Complainants request and updated their account to a do not contact status.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:02/24/2025
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.
A loan was obtained from Titlemax using the title of my 2011 GMC truck was used as collateral. The loan was used for purchasing 2 Stilh Chainsaws ( Model 391 and a Model 291 ), These chainsaws were to be used to generate the money by cutting and selling firewood in the colder months of the year to pay the Titlemax loan off and generate income. On or about Dec. 23 2024 my truck was repossessed in the middle of the night by Titlemax's request for missing a loan payment. Payment was made on Dec 27, 2024 and I went to the holding facility to retrieve my truck. When my truck was repossessed there were 2 almost brand new Stilh chainsaws in the bed of the truck, a brand new 2000 amp jump box in the cab of the truck , a Case xx folding knife in the console of the truck along with 2 heavy duty ratchet straps that were in the back seat of the truck. When I received my truck from the holding facility, NONE of these items were in the truck when the truck was returned to me. Titlemax has made no effort to replace or compensate for the items that were missing from my truck in the last 2 1/2 months effectively shutting down my ability not only to pay for the loan on the truck but to generate a living income. Cutting and selling firewood is a seasonal job that is only profitable in the colder months of the year. I have been missing the opportunity to make no less than $200.00/ day( 2 truckloads of firewood) from records of years past. When I have contacted the local store to see what progress has been made, they refer me to the corp. office. Then when I call the Corp office they refer me back to the local office. I have called both my local office and their Corp office no less than 15 times. I have been told that a regional Manager would contact me on several occasions which has never happened to date. I feel like they have made absolutely no effort to resolve this issue at all.Business Response
Date: 02/26/2025
****************
Thank you for the opportunity to respond to the complaint filed by *** ****** (Complainant).TitleMax of Georgia, Inc. d/b/a 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 tools and other items were missing when they redeemed their vehicle. They also state they have not been able to get an update on the progress of their loan. They are requesting replacement of the items as well as compensation.
It should be noted that contrary to the Complainant’s statement of receiving a “loan,” TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans.
A review of TitleMax records revealed that on September 21, 2024, the Complainant obtained a pawn in the amount of $918.00 at a storefront in Rincon, GA. The Complainant granted a security interest in a 2011 GMC Sierra 1500 with a VIN ending in ******. The pawn was contracted to be repaid in full in the amount of $1,101.51, due October 21, 2024. On September 28, 2024, the Complainant made a payment of $42.82 and refinanced their existing pawn of $918.00, borrowing an additional $1,450.00. The pawn was contracted to be repaid in full in the amount of $2,770.32, due October 28, 2024.
On October 15, 2024, the Complainant made a payment of $227.98 and refinanced their existing pawn of $2,368.00, borrowing an additional $650.00. The pawn was contracted to be repaid in full in the amount of $3,530.76, due November 14, 2024. When the payment was not made on November 14, 2024, the account entered a past due status. Due to continued non-payment, the vehicle was recovered on December 19, 2024. The current refinance was completed on December 27, 2024, in which the Complainant made a payment of $940.01 to redeem their vehicle and refinanced their existing pawn of $3,018.00. The pawn was contracted to be repaid in full in the amount of $3,395.25, due January 26, 2025.
Payment history on the most recent refinance indicates there have been no payments made on the pawn. When the payment was not made on January 26, 2025, the account entered a past due status. As of the date of this response, the Complainant’s account currently has a past due balance of $3,772.50 but is subject to change due to interest and/or fees that may be accruing.
At the time of pawn origination and each subsequent refinance, a Pawn Transaction Disclosure Statement and Security Agreement was signed 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 pawn.
To address the Complainant's statement regarding not being able to get an update on their missing items claim, on January 31, 2025, and February 3, 2025, we attempted to contact the Complainant to inform them that their claim was denied, but our attempts to reach them were unsuccessful. The Complainant successfully contacted us on February 8, 2025, stating that they were already informed that their claim was denied.
As we believe that the conditions of the pawn were clearly disclosed and we cannot find any evidence of wrongdoing, no replacement or compensation will be provided. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their pawn. We encourage the Complainant to contact the local storefront at ###-###-#### to inquire about possible repayment options 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,
*** – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:02/20/2025
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 pay day loan with high interest. Iv tried to refinance on the website, it says i have to wait til the ach clears. I've waited 2 weeks now and paid a portion of a payment. I called again and was disconnected after being told my account was with a specialist. Which means no one else can help me.
Now my loan probably has an additional 300.00 for default and 200.00 in late fees. This is how they trap people and the debt is never ending.
I have emailed them a settlement offer but im certain they will not respond, as they have responded to nothing so far. I am attaching the emails I sent thus far and no response was ever received. I am not sure of the address of which speedy cash in corpus, i did the application online.
Business Response
Date: 02/25/2025
************************
Thank you for the opportunity to respond to the complaint filed by ********* ********* (Complainant). SCIL Texas, LLC DBA ******************, 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 alleges that they are unable to refinance, as the Speedy Cash website defers refinance until after the pending ACH clears their bank account. They further claim they have emailed a settlement offer but have not received a response. The Complainant is requesting a $500.00 billing adjustment.
A review of Speedy Cash records revealed on December 27, 2024, a loan was obtained with First Star Financial, LLC in the principal amount of $1,000.00 online at ******************. The loan is contracted to be repaid in twelve (12) payments in the amount of $280.00, due every other Friday, beginning on January 10, 2025, and a final payment of $1,329.04, due on June 27, 2025, representing the final CAB fee, lender interest and principal. A review of the payment history shows (5) five payments have been received on the loan, totaling $865.00. The account has a balance of $1,295.32.
Within the narrative, the Complainant states they wish to refinance their loan; however, they are unable to as their previous ACH payment has not posted to their account.Our records indicate the ACH payment scheduled for February 7, 2025, was returned due to insufficient funds.
On February 11, 2025, the Complainant remitted a payment in the amount of $100.00.
On February 13, 2025, an ACH payment was initiated, however this was returned due to insufficient funds.
On February 21, 2025, the Complainant submitted a manual debit card payment in the amount of $192.50, however an ACH payment was already scheduled and is still currently pending. All transactions must be current so as to reflect accurate accounting prior to refinancing.
Speedy Cash is in receipt of the Complainant’s email regarding their proposed settlement offer of $600.00 to consider the account to be paid in full. As stated in the response email, we encourage the Complainant to contact our Customer Service department to discuss their account.
Contrary to the Complainant’s claim, Speedy Cash has not charged $300.00 default and $200.00 late fees to the Complainant’s account. Two (2) returned payments have incurred a $12.50 surcharge fee. Speedy Cash ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations.
As Speedy Cash believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed, the settlement offer, or billing adjustment will not be accepted at this time. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call our Customer Service department directly 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 c****************************
Sincerely,
*** – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 02/26/2025
The issue is not the interest, the past payments presented and not paid due to NSFs. The NSFs took place because I was unable to refinance my loan.
I called and was told to wait a couple of days for the ACH to return then I could refinance. The same ACH never dropped and I was never able to refinance. The 192. payment has cleared my bank last week and yet I STILL CANNOT REFINANCE. There is not a person that calls nor a person I can speak to due to my "special circumstances".
Initially I understood the loan to be paid monthly, payments were 280.00 biweekly. When I first noticed, i called to clear up the misunderstanding and agreed to pay those amounts biweekly. I stated I would likely need to refinance my next payment, and was told it would be "NO PROBLEM". It has been nothing but a problem.
Today, when I go to my profile to refinance, it says I have to call in. Last time I called in, I was on hold for 30 minutes, transferred 3 times, the third was to my "specialist" and I was disconnected. They do not call to collect, they simply stack charges because there is nothing I can do aside from close my bank account. On a loan of $1000 being paid in under 90 days was my goal. It would have minimized my interest and other fees these companies tack on.
Thats not the case now. They have collected half of what I owe, and its not unreasonable to ask them for a settlement offer. They cannot show call logs where they have reached out, nor have they emailed me. They simply keep attempting to debit my bank account and UNABLE to allow refinance.
At this point, my account is overblown with charges. If an agreement cant be made, Ill consult with bankruptcy attorney as well as make a complaint to the Texas attorney general and all other affiliates that have issue with payday fees.
Regards,
********* *********Business Response
Date: 03/06/2025
**********************
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ********* ********* (Complainant). SCIL Texas, LLC DBA Speedy Cash, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
SCIL Texas, LLC DBA Speedy Cash is a registered Texas Credit Access Business (“CAB”) and assists consumers in obtaining loans from willing, unaffiliated lenders and services the resulting loans. Speedy Cash services the loan but is not a lender in Texas. Speedy Cash charges a CAB fee in the amount permitted by Texas law.
To summarize, the Complainant states they are rejecting the initial response, as they are experiencing difficulties refinancing their loan due to a pending ACH payment. The Complainant claims an attempt to refinance utilizing the online portal instructed them to telephone an associate, however previous attempts to call have been unsuccessful due to being placed on hold for an extended period of time, transferred or disconnected. The Complainant claims their account has added fees and charges, and they are requesting a settlement.
Within the narrative, the Complainant states they wish to refinance their loan; however, they are unable to as their previous ACH payment has not posted to their account. The Complainant signed an Optional Loan Payment Authorization and Optional Payment Card Authorization that authorizes and instructs Speedy Cash to initiate an ACH or debit card payments on the payment due dates, or in the event of default, to collect the outstanding loan balance. Please note, all transactions must be current so as to reflect accurate accounting prior to refinancing. Our records indicate an ACH payment was initiated on February 27, 2025; however, the payment was returned due to insufficient funds on March 4, 2024.
Regarding the long hold times and dropped call, on occasion, we may experience extended delays during peak times, and we appreciate the patience of our customers. We do apologize for any inconvenience this may have caused. Speedy Cash endeavors to assist our customers with all their concerns and provide the best service possible. In addition, Speedy Cash is committed to treating its valued customers in a fair, honest, and transparent manner.
Contrary to the Complainant’s claim, Speedy Cash has not charged unnecessary fees to the Complainant’s account. Three (3) returned payments have incurred a $12.50 surcharge fee. Speedy Cash ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations.
As we believe that the conditions of the loan were clearly disclosed and we cannot find evidence of any wrongdoing, a settlement offered will not be accepted at this time. For any additional questions or concerns regarding the account, we urge the Complainant to contact Speedy Cash directly 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,
*** – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 03/07/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
********** ********
I am rejecting this response because:
Regards,
********* *********Initial Complaint
Date:02/19/2025
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 title loan on one of my vehicles through TitleMax. The loan had been open for a few years and I had forgotten to make a few payments. The 2004 Pontiac Grand Prix was recovered by TitleMax on 2/3/25. I was told the car would be held nearby so on 2/4/25, I called the corporate number at ###-###-#### to make whatever past due balance there was and to get my car back.
I made the past due payment in the amount of $386.13 over the phone with a customer service representative. It was not until after I made the payment, that I was told the vehicle was not being held near my residence, that it had in fact been moved to a holding facility in Nashville and I woukd need to travel there to recover my vehicle.
Nashville is 3 hours away from my house and I would not have been able to make the trip, so I immediately requested a refund of the $386.13 payment I had just made. The representative I was speaking with spoke with a "supervisor" and then told me that a check would be mailed to my house within 10 days.
It has now been 3 weeks and I have not recieved my refund. Customer service either hangs up on me or tells me the situation is "under review".
I want my money back. TitleMax has my car, and now they are refusing to refund the last payment I made thinking I'd be able to recover my vehicle. You are literally stealing money!!!!
Business Response
Date: 02/25/2025
*******************
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant). TMX Finance of Tennessee, Inc. d/b/a TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their vehicle was recovered and to retrieve the vehicle, they made a payment in the amount of $386.13. However, once the payment was made, they were informed that the vehicle was (3) three hours away. The Complainant requested a refund of $386.13 and was informed that the refund would be mailed within 10 days. It has been 3 weeks, and they still have not received the refund.
A review of TitleMax records revealed that on February 7, 2022, the Complainant opened a Line of Credit (“LOC”) with a credit limit of $1,050.00 at a storefront in Crossville, TN, with an initial advance of $1,050.00. The Complainant granted a security interest in a 2004 Pontiac Grand Prix with a VIN ending in *****. The account entered a past due status after the payment due on January 18, 2025, was not received. Due to nonpayment, the vehicle was recovered on February 3, 2025, and the Notice of Plan to Sell Property was sent to the address listed on the account on February 4, 2025. A review of the recent payment history shows the Complainant has made a past due payment of $386.13 on February 4, 2025, bringing the account current.
Within the narrative the Complainant alleges they were informed that the refund would be mailed within 10 days. A review of our records revealed that on February 4, 2025, the request for a refund was provided to management for review. On February 19, 2025, the Complainant contact TitleMax inquiring about the refund, however the call was disconnected. That same day, the request for a refund was denied as the payment was applied to debt that was owed.
It is important to note that on February 4, 2025, the Complainant was informed to reach out to Redemptions at ###-###-#### to redeem the vehicle.
As TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call the store where they originated the loan.
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,
*** – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 02/26/2025
TitleMax took my car and promised a $386 refund. This is ridiculus!
Regards,
***** ******Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally file a complaint against ********* regarding the wrongful repossession of my vehicle. Despite making my scheduled payment in ******** ********* has falsely claimed that I was delinquent and proceeded with repossession under false ************ ******** I made my loan payment over the phone, and the funds were successfully withdrawn from my bank account. However, on Monday, February 14, 2024, I received a call from an ********* representative stating that I had not made a payment since December and that my car was out for repossession. I explained to the representative that I had indeed made my January payment and planned to make my February payment on Friday, February 21st.After putting me on hold, the representative acknowledged that she could see my January payment but claimed that I had missed signing a document. She then told me that if the payment did not show up properly, I might need to visit the office to sign the necessary paperwork. I informed her that I would be available to come in on Friday, and she stated that she would make a note of it.Despite this conversation, I returned home on Wednesday, February 18th 2025, to find that my vehicle had been repossessed. This action was taken despite the companys acknowledgment of my January payment and my willingness to address any outstanding paperwork. Their actions have caused me undue stress and hardship. I believe this constitutes an unlawful and fraudulent repossession, and I am seeking assistance in resolving this matter. I request an immediate investigation into Instaloans practices and appropriate corrective actions to address this wrongful repossession. Additionally, I would like guidance on any legal recourse available to recover my vehicle and any damages incurred due to their misconduct.Please let me know how I should proceed and what additional information you may require from me. I appreciate your time and assistance in this matter.Business Response
Date: 02/21/2025
February 21,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** *** (Complainant). ****************************, DBA 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 claims they made a payment in January but received a call in February about their account being in default resulting in their vehicle being repossessed. They are requesting a billing adjustment.
A review of InstaLoan records revealed that on August *******, the Complainant obtained a title loan in the amount of $1,952.25 at a storefront in *********************, **. The Complainant granted a security interest in a 2001 ****** MR2 with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,026.44, due September 30, 2022. On September 30, 2022, the Complainant made a payment of $1,500.00 and refinanced their existing loan of $526.45. The loan was contracted to be repaid in full in the amount of $646.57, due October 31, 2022.
Between October 14, 2022, and November 29, 2024, the Complainant refinanced their loan on twenty (20) more occasions, borrowing an additional $1,000.00 total. The final refinance was completed on November *******, in which the Complainant made a payment of $300.00 and refinanced their loan for the remaining balance of $1,312.87. The loan was contracted to be repaid in full in the amount of $1,504.02, due December 29, 2024.
Payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on December 29, 2024, the account entered a past due status. Due to no payment and no communication from the Complainant, the vehicle was repossessed on February 18, 2025. The Complainants currently payoff amount is $2,066.18 but is subject to change due to interest and/or fees that may be accruing.
In response to the claim that a payment was made in January,after thorough review, we can confirm that our company did not receive payment.If the Complainant has proof otherwise, we encourage them to send documentation to ************************************.
As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, no billing adjustment will be provided at this time. ********* strives for excellent customer service and remains willing to work with the Complainant to assist in paying back their loan. We encourage them to contact our InstaLoan at ************** as soon as possible to inquire about repayment options to redeem their vehicle.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:02/18/2025
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 would like to get my truck back and I paid the loan completely off. I have the title, lien release on February 13th and pay off receipts. They said they are going to sell my vehicle at a public auction. Yesterday, I went to Ideal Recovery, the repossession company. I had a police officer come down there and he agreed with me that they should give me my property back. The rep at Ideal Recovery said she had no authority and TitleMax would have to return my property and they said that they don't have the truck. On Friday, Feb. 14th I was on the phone with TitleMax and ***** said he would send the papers down and then called and said he would not send the papers because it had to go to **********. I would like my truck returned to me.Business Response
Date: 02/21/2025
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 paid their loan off. They are requesting their vehicle be returned to them.
A review of TitleMax records revealed that on September 7, 2024, the Complainant obtained a loan in the amount of $820.50 at a storefront in Desloge, MO. The Complainant granted a security interest in a 1995 Dodge Ram 1500 with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $171.70 beginning October 5, 2024, and a final payment of $169.62, due September 5, 2026.
Payment history indicates there have been eight (8) payments made on the loan. When the payment was not made on January 5, 2025, the account entered a past due status. Due to continued non-payment, the vehicle was recovered on February 12, 2025. The Complainant made five (5) payments totaling $1,795.00 on February 13, 2025, paying the loan off in full. That same day, they were provided both their title and the lien release.
To address the Complainant’s concern regarding obtaining their vehicle, please note TitleMax utilizes a third-party vendor and due to various issues including the weather, the vehicle was delayed in the delivery to the auction house. The vehicle arrived at Insurance Auto Auctions (IAA) on February 20, 2025. The Complainant has set up an appointment to pick up the vehicle on Monday February 24, 2025 but they are welcome to pick up the vehicle on Friday February 21, 2025, at 4:30PM. TitleMax has attempted to contact the Complainant to inform them of the earlier pick-up option but was unsuccessful.
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,
*** – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:02/13/2025
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 through this company and make the payments on time that I go in and make payments instead of doing auto pay because I like to have a physical receipt on February 13, 2025 before the business opened they had auto withdrew my loan payment out of my account without my consent when the auto pay isturned offBusiness Response
Date: 02/18/2025
February 18, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by Kayelee Self (Complainant). ******************** 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 claims on February 13, 2025, an automatic payment for their loan was withdrawn from their bank account without their consent. The Complainant is requesting a refund.
A review of Check Into Cash records reveals that on April 4, 2024, an installment loan was obtained in the principal amount of $700.00 at a storefront in *******, **. The loan was contracted to be repaid in twelve (12) payments in the amount of $89.86, beginning on April 25, 2024, and a final payment of $89.83, due on October 10, 2024. On August 3, 2024, the Complainant made a payment of $3.95 and refinanced the loan for the remaining balance of $362.77, borrowing an additional $337.23. The loan was contracted to be repaid in twelve (12)payments of $92.00, beginning on August 29, 2024, and a final payment of $91.94,due on February 13, 2025. On October 24, 2024, the Complainant made a payment of $44.54 and refinanced their loan for the remaining $583.59, borrowing an additional $316.41. The loan was contracted to be repaid in sixteen (16)biweekly payments of $96.26, beginning on November 7, 2024, and a final payment of $96.20, due on June 19, 2025. The last refinance was completed on January 20, 2025, in which the Complainant made a payment of $15.33 and refinanced their loan for the remaining balance of $702.98 borrowing an additional $297.02. The loan was contracted to be repaid in sixteen (16) payments of $112.24 bi-weekly, beginning on February 13, 2025, and a final payment of $112.26, due on September 25, 2025.
A review of the payment history on the most recent refinance indicates there has been one (1) ACH payment received on the loan on February 13, 2025. The payment was auto debited due to the Complainant having signed an ***/ACH Payment Authorization at the time of loan origination, disproving the Complainants allegation of dissent.The Complainant contacted Check Into Cash on February 13, 2025, and requested the payment be refunded and stated they would dispute the payment with their bank. Check Into Cash complied with the Complainants request to remove the autopay feature at that time. As of the date of this response, the Complainants account currently has a balance of $1,018.60 but that is subject to change due to interest and/or fees that may be accruing.
As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, the request for a refund of payment will not be accepted at this time. Should the Complainant have additional questions regarding their account, we encourage them to contact our *************************** 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
PO Box 550
*******************Initial Complaint
Date:02/11/2025
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 $500.00 payday loan through this company online. The next Payday Paid it off and they took out a double payment out of my account. While they said I can get a refund they are refusing to do it in a timely manner.
They have caused me and my family great hardship due to the double payment out of our account we are in the negative in our account, and if we do not have this money back by Friday to our account we will not have gas money to get to our jobs risking us loosing our jobs.
I normally am a very understanding person, but this isn't the first time this company has done this and the last time it happened I had my money within 24 hours. They treated me with so much disrespect when I called, I have called several times, being treated rudely, disconnected, even transfered and they picked up phone and proceeded to ignore me I could hear them talking to the people around them and totally ignored me who stayed on the phone like that for 5-7 minutes just to make sure it wasn't a glitch on their end.
The only answers I could get from them was I would get my money back in 7-10 days after it was processed last I was told they were waiting on a signature sign off on being able to process it so we are looking at 14 days before I get my money back
Business Response
Date: 02/14/2025
February 14, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******** ****** (Complainant). Check Into Cash of ************, 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 a double payment was taken out of their account. They claim that while they were informed a refund would take place but was not done in a timely manner. Further, they allege they were treated with disrespect and calls have disconnected the calls. They want their money back.
A review of Check Into Cash records revealed that on January 31, 2025, the Complainant obtained a payday loan in the amount of $500.00 online. The loan was contracted to be repaid in full in the amount of $575.00 on February 7, 2025. Payment history indicates that on February 7, 2025, the automatic payment processed, and the Complainant also processed a debit card payment. A refund to the debit card was initiated on February 7, 2025, and was confirmed as completed on February *******. Please note that refunds can take up to 5 business days to process, and transactions processed over a weekend may take longer to reflect.
Check Into Cash endeavors to assist our customers with all of their concerns and provide the best service possible. In response to the Complainants poor customer experience, we have forwarded their claim to the appropriate members of management to further investigate to improve customer service.
********************** Into Cash believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************** for questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:02/10/2025
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.
since October 2023, I have had a title loan with titlemax, every 30 days they refinanced and I cannot access my paper work. in may of 2024 I refinanced with a 5 month loan, still not able to access my documents. the apr is 184% which i knew nothing about because i cannot access my paperwork. and I never pay late because they don't give graced periods and will tow the next day. without receiving any phone call, letters or anything stating that I was 2 months late, they had my vehicle towed today. I was able to get to my bank and provide titlemax with proof where I had made my last 2 payments and on time, they said it was a glitch in their system and I am up to date. I still do not have access to my vehicle because they ***** to unlock my title max account. I believe I am a victim of predatory lending because of how much I have paid with my balance not going down. I have tried numerous times to settle with titlemax but there is always a reason why they won't. the glitch this morning told me 3 different amounts which they could not see on their end. I believe titlemax stole my vehicle today and I need help.Business Response
Date: 02/14/2025
February 14, 2025
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of ***********, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they are having issues with accessing their documents and without prior notice their vehicle was repossessed due to late payments.After proving they are current on their payments, they still do not have access to their vehicle and believe that they are a victim of predatory lending because their balance does not decrease. They further state they have tried numerous of time to settle with the company without success. They are requesting the loan to be settled and to reimburse them for a rental car.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (***) and assists consumers in obtaining loans from willing,unaffiliated lenders. TitleMax services the loan but is not a lender in ******TitleMax charges a *** fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on October 30, 2023, a loan was obtained with NCP Finance in the principal amount financed of $1,800.00 at a storefront in *************, **. The Complainant granted a security interest in a 2007 ***** Civic with a VIN ending in ******. The loan was contracted to be paid off over the course of five (5) months with the first payment due to the *** of $341.02 on December 1, 2023, followed by three (3) *** payments of $325.00 due monthly beginning on January 1, 2024. On April 1, 2022, the Complainant was responsible for making the final *** payment of $325.00 and $1,875.55 to the lender representing their interest and principal. On March 30, 2024, the Complainant made a payment of $399.56 and refinanced their existing loan of $1,800.00, borrowing an additional $300.00. The loan was contracted to be repaid in full in the amount of $2,500.75, due on May 3, 2024.Between May 4, 2024, and November 4, 2024,the Complainant refinanced their loan on nine (9) occasions, borrowing an additional $1,083.00 total. The last refinance was completed on December ******, in which the Complainant made a payment of $476.61 and refinanced their loan for the remaining balance of $2,980.13. The loan was contracted to be paid off over the course of five (5) months with the first payment due to the *** of $440.76 on January 5, 2025, followed by three (3) *** payments of $440.76 due monthly beginning on February 5, 2024. On May 5, 2025, the Complainant would be responsible for making the final *** payment of $440.76 and $3,101.97 to the lender representing their interest and principal.
A review of the payment history on the most recent refinance indicates two (2) on-time payments were made on the loan. Unfortunately,due to an accounting error, on February 10, 2025, the vehicle was repossessed. On February 11, 2025, a settlement was reached, and the vehicle was returned to the Complainant. On February 12, 2025, the Complainant satisfied the account,and the ******************** was released.
Please note that we are unaware of any issues with customers accessing the customer portal. Also, *********************** reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
We hope that we have fully addressed the complaint. Should the Complainant or the Consumer Financial ***************** require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:02/04/2025
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 loan with this location in July I made payments usually before or after the due date which would incur charges of ten dollars daily,but I would still contact the store or they would reach out to me and I would let them know I’m going to make payments usually before the 30 day period,every time the payment is late I notice they would renew the contract which changes the payment date,in October 2024 my contract was renewed which locked me into paying 327 or more to get the interest down,in December I fell behind on payment but stayed in contact with the company locally and corporate,corporate reached out to me on January 20 to explain that I need to make a payment of 127.00 I would be given a 30 day extension because I had made a payment for 200 on January 7 so I agreed but then I called back to corporate just to confirm the agreement,I made the payment on the 23 because we end of having a bad snow storm and the stores were closed.I never heard anything back from corporate.I received a phone call January 30 from the local store stating my account was past due and was asked when will I be able to bring it up to date,I explained that I would be able to make two payments one being on the 12 and the other being the following week,I was told to just make the payment in full instead of doing partial payments which I said ok I would just make the full amount on the 12,The guy explained to me that he was the new district manger at the store and as long as I communicated with him I should be ok and my vehicle wouldn’t be repossessed as long as I makes the full payment,he did not stay how much it was behind he only stayed how many days nor did he tell me that my vehicle was up for repossession.As of February 4,2024 my car was repossessed and my portal is saying that I’m $62.00 behind which I’m assuming is late fees,I feel like the district manger could have explained that to me inour phone call and this would have been avoided and the fees as wellBusiness Response
Date: 02/07/2025
*************
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 claims their vehicle was repossessed after being told the vehicle would not be repossessed if full payments on the loan were made.
It should be noted that contrary to the Complainant’s statement of receiving a “loan,” TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans.
A review of TitleMax records revealed that on May 14, 2024, a pawn was obtained in the principal amount financed of $743.00 at a storefront in Augusta, GA. The Complainant granted a security interest in a 2005 Chevrolet Tahoe with a VIN ending in ******. The pawn was contracted to be repaid in full in the amount of $898.96, due June 13, 2024. On May 17, 2024, the Complainant made a payment of $15.60 and refinanced their existing pawn of $743.00 borrowing an additional $325.00. The pawn was contracted to be repaid in full in the amount of $1,281.49, due June 16, 2024.
Between May 22, 2024, and February 5, 2025, the Complainant was granted three (3) extensions and refinanced their pawn on eight (8) more occasions, borrowing an additional $1,686.00 total. The vehicle was repossessed on February 4, 2025, due to non-payment. The most recent refinance was completed on February 5, 2025, in which the Complainant made a payment of $390.00 to redeem their vehicle and refinanced their pawn for the remaining balance of $2,616.47. The pawn is contracted to be repaid in full in the amount of $2,943.53, due March 7, 2025.
At the time of pawn 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 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 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.” Further, the section titled Default and Grace Period; Additional Charges states “If you choose not to redeem the Vehicle on or before the Maturity Date or extend the Maturity Date as provided in Section 5, then you will be in default. Upon default, Pawnbroker may take possession of the Vehicle.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the pawn.
It is important to note that TitleMax encourages customers to use this product as a short-term financial solution. Paying more than the minimum payment due is also encouraged to help reduce the balance and interest fees. 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 pawn proceeds or an equivalent amount of cash to us by the close of business on the business day following the date of the agreement.
While we understand that promise to pay arrangements are made in good faith, it is important to note that they do not prevent the repossession process. TitleMax believes that the conditions of the pawn were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call Customer Service at (800) 804-5368 for any other 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,
*** – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 02/14/2025
*************
I spoke with management as well as corporate that told me I had to make a payment that would extend my account 30 Days out so that my vehicle would not be repossessed,also I did not sign documentation to repay the full amount on march 7,2025 I signed to renew the loan and resume monthly payments in the amount of 327.00 in which my account was 45 days past due of 60 which they said it was 45 days past due when actually I paid for the month of February and the $60 dollars pay due for January to get my vehicle back
Regards,
******* ******
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