Business Profile

Check Cashing Services

Community Choice Financial, Inc.

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

435 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

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The 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:12/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business used to be great but last year there dm never did anything about there employees abusing customers I even had one chase me out the door trying to get physical.
Last year I had major surgery dun I had alot of metal removed from my right leg. I was told that it was a two year recover time. I couldn't drive walk or do basic things. The dm called me a drug addict because I told him I couldn't drive or make the money I needed. I still paid what I could up till they repo my daughter's vehicle I built for her.
I told him 10years of being a loyal customer and u can't do anything for me. Nope fu pay me was the response. I busted my **** to pay 100 here 160 there my payments were 214 a month. This dm had zero respect and didn't care about nothing or nobody. They never sent letters either when my phone was disconnected for non payment. I was abused by this business and I'm hopeing they all lose there jobs and go to jail for fraud.
I lost several debit cards because of them and they way they handled there online stuff for payments. Dude even laughed at me when I said I would be joining the class action. They refused to pay for the damages they caused when ripping the car out of my driveway they damaged my other vehicle and destroyed my new driveway that my landlord paid for.these people r leagl loan sharks there is no better word for it.
Between my bank cards info being stolen and my kids car I wish they lost everything so they know how it feels. These people hurt me and my family and laughed about it as if I was trash.
I really hope nobody ever uses this company because they do is steal money and cars. I'm glad I had 2 other cars and I had to buy my daughter another car because of they did. If u enjoy being kicked while u r down this is the place for u. All I want is my money back that I paid for my cavalier all of it they stole it and laughed. don't br a victim stay away from this place they really will *** u blind just like they did to me. 10 years for nada.
Business Response
Date: 12/18/2024
December 18, 2024

Better Business Bureau
****************
*****************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******** Dinegar  (Complainant). TitleMax of Arizona****** DBA TitleMax, a member of the Community Choice Financial (the Company) 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, among other things, that they never received correspondence regarding late payments. They further state they received unpleasant customer service, and the company refused to pay for damage to their driveway during repossession. They are requesting a $20,000.00 refund.

A review of TitleMax records reveals that on January 18, 2022, a loan was obtained in the principal amount of $700.00 in ****** AZ. The Complainant granted a security interest in a 2004 Chevrolet Cavalier with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) payments of $114.09 due monthly beginning on March 04, 2022, and a final payment of $113.53 due on February 04, 2024. On February 09, 2022, the Complainant made a payment of $75.89 and refinanced their existing loan of $700.00, borrowing an additional $400.00. The loan was contracted to be repaid in twenty-three (23)payments of $173.80 due monthly beginning on March 15, 2022, and a final payment of $172.18 due on February 15, 2024.

Between October 19, 2022, and December 14, 2022, the Complainant refinanced their loan twice and borrowed an additional $475.00. According to the last refinance agreement, the Complainant was to make twenty-three (23) payments of $196.15 due monthly beginning on January 12, 2023, and a final payment of $194.43 due on December 12, 2024. A review of the payment history on the most recent refinance indicates seven (7) installment payments of $196.15 were made on the loan before defaulting on the loan. Due to continued nonpayment, on September *******, the vehicle was recovered and a Notice of Plan to Sale was sent to them. The Notice of Plan to Sale advised the customer the vehicle would be sold some time after September 30, 2023, unless the Complainant paid the total amount owed on the vehicle. No additional payments or attempts to refinance were made and the vehicle was sold on November 13, 2023.

Within the complaint, the Complainant stated that they never received a letter regarding late payments when their telephone number was disconnected. Please note that TitleMax always views recovery of a vehicle as a last resort. Please note, there is no statutory requirement in the state of Arizona to send late notices or rights to cure before recovery of a vehicle. In addition, the first page of the agreement has the payment schedule which sets forth the number of payments, the amount of each payment, and the due date of each payment. TitleMax personnel explained the terms and conditions to the Complainant, and they were provided with copies of the same. By signing the loan agreement, the *********** indicated that they understood and agreed to the terms of the loan including the payment and due dates.

In response to the Complaint stating that they have lost several debit cards based on how the company handle online payments. We are unaware of any incidents regarding the Complainant having to replace several debit cards due to our online payments. TitleMax take incidents as such seriously, and we asked that the Complainant provide any information regarding these supposed incidents to **************************** for a thorough investigation.

In response to the alleged damage to their driveway. It should be noted the damage that the Complainant alleges occurred when the vehicle was recovered by an unaffiliated third-party vendor; any recourse the Complainant may have will be with the recovery vendor. As such, the Complainant will need to contact the third-party repossession company **************************** of Arizona *** at *************.

TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for any poor customer service and any frustration they may have experienced. We have forwarded the Complainants claim to the appropriate members of management.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************

Sincerely,

BSG Consumer Complaints
**********************
******, ** 43017
Initial Complaint
Date:12/09/2024
Type:Billing Issues
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 August 2023 I got a loan in the amount of 1200. In May of 2024 i refinanced and received another 800 making my total 2000. Since then I have been paying 434.00 a month. I have called and asked why i keep making payments and my balance never goes down and I was informed that I am also being charged 13 dollars per day. I am so confused by this because my balance never changes. There is no way that this loan should not be paid off by now. This company takes advantage of people daily and its ridiculous.
Business Response
Date: 12/11/2024
*************

Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). TitleMax of Delaware, 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 their balance never goes down despite making payments of $434.00 a month and they feel the loan should be paid off by now. They want their payments directed to the account correctly and want to resolve this situation.

A review of TitleMax records revealed that on August 31, 2023, the Complainant obtained a loan in the amount of $1,255.00 at a storefront in Dover, DE. The Complainant granted a security interest in a 2008 Hyundai Entourage with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $247.68, beginning October 6, 2023, and a final payment of $247.21, due September 6, 2025. On May 7, 2024, the Complainant made a payment of $7.84 and refinanced their existing loan of $1,255.00, borrowing an additional $800.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $367.67, beginning June 14, 2024, and a final payment of $368.65, due May 14, 2026.

The current refinance was completed on July 2, 2024, in which the Complainant made a payment of $275.14 and refinanced their existing loan of $2,055.00, borrowing an additional $600.00. The loan was contracted to be repaid in thirty-five (35) monthly payments of $434.56, beginning August 9, 2024, and a final payment of $433.38, due July 9, 2027. Payment history on the most recent refinance indicates there have been five (5) payments made on the loan. As of the date of this response, the Complainant’s account is current with the next scheduled payment due January 9, 2025.

At the time of loan origination and each refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. It is also important to note that a TitleMax employee explained the terms and conditions to the Complainant. Furthermore, the Complainant has completed their refinances using TitleMax’s online web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement. In addition, due to requesting additional funds on the current refinance which made the amount financed exceed $2,500.00, as a result the length of their loan term was increased to thirty-six (36) months, but the Complainant may make additional payments or elect to pay off at any time.

To address the Complainant’s concern regarding the balance and interest charged as stated in their signed agreement: Interest; Application of Payments; Prepayment: “Interest will accrue daily on the outstanding principal balance. The interest rate is 191.8800% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest, including interest on past due principal, under Delaware law. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I pay all installments in full on the Payment Due Dates. I will owe less interest if I pay early or prepay. If I pay late or do not pay in full, I will owe more interest. I may prepay this Loan at any time without penalty.”

We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. The Complainant’s payments have been applied correctly according to their signed agreements. We encourage the Complainant to contact the local store front at ###-###-#### with any 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: 12/11/2024
This isn’t adding up and the pictures show that I have even more it wouldn’t let me add them all

Regards,

****** ******
Business Response
Date: 12/17/2024
*************

Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ****** ****** (Complainant). TitleMax of Delaware, 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 are rejecting the response because the pictures they have do not add up to the previous response.

A review of TitleMax records revealed that on August 31, 2023, the Complainant obtained a loan in the amount of $1,255.00 at a storefront in Dover, DE. The Complainant granted a security interest in a 2008 Hyundai Entourage with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $247.68, beginning October 6, 2023, and a final payment of $247.21, due September 6, 2025. On May 7, 2024, the Complainant made a payment of $7.84 and refinanced their existing loan of $1,255.00, borrowing an additional $800.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $367.67, beginning June 14, 2024, and a final payment of $368.65, due May 14, 2026.

The current refinance was completed on July 2, 2024, in which the Complainant made a payment of $275.14 and refinanced their existing loan of $2,055.00, borrowing an additional $600.00. The loan was contracted to be repaid in thirty-five (35) monthly payments of $434.56, beginning August 9, 2024, and a final payment of $433.38, due July 9, 2027. Payment history on the most recent refinance indicates there have been five (5) payments made on the loan.

We do apologize for any confusion that the previous response caused. The most recent payment of $434.56 was made via debit card on December 10, 2024. As of the date of this response, the Complainant’s account is current with the next scheduled payment due January 9, 2025.

We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. The Complainant’s payments have been applied correctly according to their signed loan agreement. We encourage the Complainant to contact Customer Service directly at ###-###-#### with 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: 12/26/2024
It is ridiculous that this person is saying that i knew that i would be charged 13 dollars daily on top of paying monthly how do you suppose people ever get this paid off. I reject this response because its ridiculous. If this complaint is not taken seriously i will take it to another agency. This company is a rip off. If you are a day late they put you in repossession status from what the customer service girl told me. This loan should have been paid off.

Regards,

****** ******
Initial Complaint
Date:12/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a loan rather problem is every time I pay I'm only paying to renew if I don't have the full amount I borrowed the 200.00 I'm paying monthly is just to renew the balance stays the same I'm paying 200.00 just for them to tell me I still owe nothing comes off the 200.00 they are just keeping this is robbery no one should be treated this way
Business Response
Date: 12/10/2024
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 every time they make a payment, they are only paying to renew if they don’t pay the full amount. They further state after payment the balance continues to stay the same. The Complainant’s desired resolution is a refund.

A review of InstaLoan records revealed that on November 11, 2023, a loan was obtained in the principal amount financed of $1,033.60 at a storefront in Fort Lauderdale, FL. The Complainant granted a security interest in a 2009 Volkswagen Tiguan with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,083.81 on December 11, 2023. However, to the extent they chose not to repay the entire balance, they could, at a minimum, pay the minimum refinance payment amount, satisfy the underwriting criteria, and enter into a new loan for an additional thirty (30) days. On December 7, 2023, the Complainant made a payment of $143.09 and refinanced their existing loan of $924.75. The loan was contracted to be repaid in full in the amount of $1,080.58, on January 6, 2024.

Between January 6, 2024, and August 26, 2024, the Complainant refinanced their loan on six (6) occasions, borrowing an additional $109.00 total. The final refinance was completed on August 26, 2024, in which the Complainant made a payment of $189.56 and refinanced the remaining balance of $1,032.78. The loan was contracted to be repaid in full in the amount of $1,197.12, on September 25, 2024. 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 25, 2024, the account was placed in a past due status. The Complainant currently has a past due balance of $1,163.48.
At the time of loan origination and each subsequent refinance, the Complainant signed a loan agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z.
InstaLoan 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. The expectation is for the customer to pay in full on or before the expiration of the thirty (30) day loan term. However, rather than paying the balance in full, the Complainant elected to pay any outstanding interest and fees, refinance the loan and enter into a new agreement for an additional thirty (30) days on each occasion thereby accruing additional charges. Further to the point, Section 2. Interest; Application of Payments; Prepayment of the loan agreement states, in part:
“Interest will accrue daily on the outstanding principal balance. The interest rate is 35.9500% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year Lender calculates and charges interest, including interest on past due principal, as permitted by Chapter 516 and applicable regulations. If any finance charge or other fee is held invalid, the remainder shall remain in effect. To the extent permitted by law, for purposes of determining Lender’s compliance with the law, Lender may calculate charges by amortizing, prorating, allocating and spreading. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”
By signing the loan agreement, the Complainant acknowledged their understanding of the terms and conditions of the loan.

As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, a refund 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 ###-###-#### for additional questions or concerns 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: 12/11/2024
only received 400 or 690 at the beginning and I been paying almost 200 for a year and the balance is still as though I paid nothing this is robbery they are robbing people I'm paying almost 200 a month just for you to say I still owe the full balance this is wrong they are robbing people!

Regards,

****** ******
Business Response
Date: 12/18/2024
***********

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 rejects the company’s response to their original complaint and further claim to have paid almost $200.00 a month for a year but still owe the full balance. As indicated on the first page of each agreement bearing the Complainant’s name:
“THE LOAN REPRESENTED BY THIS NOTE IS AN EXPENSIVE LOAN INTENDED TO MEET SHORT-TERM CASH NEEDS. IT IS NOT INTENDED TO MEET LONG-TERM FINANCIAL NEEDS.”
The Complainant entered into a thirty (30) day loan where the expectation was for the loan to be paid in full by the end of the term. However, instead of paying the loan in full at the end of the thirty (30) day term, the Complainant elected to pay the minimum refinance amount and enter into a new thirty (30) day transaction. Prior to signing the agreement, InstaLoan personnel not only advised of the Complainant of the terms and conditions of the loan, but they were also provided with electronic access to copies of the same. These terms included but were not limited to additional fees associated with refinancing the loan.
We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. InstaLoan strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. As of the date of this response, the Complainant has a past due balance of $1,163.48. We encourage the Complainant to contact InstaLoan at ###-###-#### for additional questions or concerns 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: 12/19/2024
They are just robbing people I have been paying almost $200 for over a year and the balance is still the same that I owe I was paying 163.00 and change just to receive a new paperwork stating I still owe the whole balance 163.00 for nothing this is robbery they keep doing it because nothing is being done this is wrong I'm not paying anymore this is wrong!

Regards,

****** ******
Initial Complaint
Date:11/21/2024
Type:Billing Issues
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 paid my loan on 7-29-24 which was taken from my ******************************* stated that they never got my payment. I then took my bank statement to the local office and was told that it didn't post to my account and I'd have to dispute it with my bank. In doing so my bank late issued a credit for the funds so I then went in person and paid the loan off on 8-8-24. In September my bank informed me that titlemax did in fact receive that first payment I made on 7-29-24 and reversed the credit causing my account to go negative and all my bill to go pass due. My bank also provided me with the transaction ID # *********************** has to use to get the funds ***************. I've called corporate and was left on hold for 26 minutes after being told that this matter has to be handled at the local office and they've been giving me the run around every since.I was told that I could not speak to a district manager directly. Please help!!!!!!!!
Business Response
Date: 11/26/2024
November 26, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). TitleMax of ************* DBA TitleMax, 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 alleges they paid their loan on July 29, 2024, using their bank account, but *********************** did not receive the payment. Eventually, on August 8, 2024, they went into the local office to make the payment. In September, their bank notified them that TitleMax in fact did receive the payment made on July 29, 2024. They called the corporate office and was on hold for 26 minutes. They were also told they could not speak to the district manager. Their desired resolution is a refund for $4,365.62

A review of TitleMax records revealed that on July 3, 2024, a **** was obtained in the principal amount financed of $3,850.00 at a storefront in ******, **. The Complainant granted a security interest in a 2007 GS 350 ***** with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $4,465.62 due on August 2, 2024. On August 8, 2024, the Complainant made a payment of $4,588.74, satisfying the account.

In regard to the alleged payment authorized on July 29, 2024. Unfortunately, screenshots and a partial **************** bank statement are insufficient for us to provide an accurate investigation into this matter. We ask that the Complainant provide a thirty (30) day bank statement that corresponds with the transaction in question. They can also provide a statement from their bank supporting their claim. Documentation supporting their claim can be submitted to.

In regard to the long hold time the Complainant experienced. 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. TitleMax endeavors to assist our customers with all their concerns and provide the best service possible. Accordingly, we have promptly forwarded your concerns to management to ensure that appropriate measures are taken to improve our customer service

We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************

Sincerely,

BSG Consumer Complaints
***************************************
*******************

Customer Answer
Date: 11/26/2024
On page 3 of 10 on 7/31 4,365.62 was paid and taken. It also shows funds placed back pending an investigation. That prompted me to go in person and make a payment i person on 8-8-24 that show posted on 8-12-24 shown on page 4 of *********************************************** confirming that they got that 1st payment.
Customer Answer
Date: 11/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22585708

I am rejecting this response because:
On page 3 of 10 on 7/31 4,365.62 was paid and taken. It also shows funds placed back pending an investigation. That prompted me to go in person and make a payment i person on 8-8-24 that show posted on 8-12-24 shown on page 4 of *********************************************** confirming that they got that 1st payment.

Regards,

****** ********
Customer Answer
Date: 11/27/2024
These documents are just to show the reversal of thise funds due to titlemax max receiving the 1st payment that was made in July.
Business Response
Date: 12/04/2024
December 4, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the rebuttal filed by ****** ******** (Complainant). TitleMax of ************* DBA TitleMax (the Company), 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 rejected the Companys response and referenced the prior documentation provided as evidence. TitleMax reiterates the screenshots and partial **************** bank statement are insufficient for to conduct a thorough investigation into this matter. As such,the Complainant is asked to provide the complete thirty (30) day bank statement that corresponds with the transaction in question. They can also provide a notarized statement from their bank supporting their claim.
Documentation supporting their claim can be submitted to [email protected] receipt of the same, the Company will review the Complainants claim.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************

Sincerely,

BSG Consumer Complaints
**********************
********************;
Initial Complaint
Date:11/17/2024
Type:Billing Issues
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.
Early in 2024 I received a $700 loan from TitleMax in *********, **. There was no payment schedule provided and the agent said they could not tell me what the payment would be. I have now paid in $864 and they state I still owe at least $790. The last time I spoke to them regarding the balance they said they could not tell me when it would be paid off. I don't understand how I owe so much if I've already paid back more than was lent to me. I'm very concerned they're taking advantage of the situation and will not provide a truth in lending document.
Business Response
Date: 11/21/2024
November 21, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). ******************************, 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 were not advised of the payments. They do not understand why they owe so much when they have already paid what was borrowed.They want an explanation of charges.

A review of TitleMax records revealed that on April 25. 2024, the Complainant obtained a line of credit with a credit limit of $700.00 at a storefront in ********, **, with an initial advance of $700.00. The first payment of $79.34 was due on May *******, and a second payment of $166.02 was due on June 20, 2024. The account entered a past due status after payment was not made on November 7, 2024.

Payment history shows the Complainant has made six (6) payments in the total amount of $865.82 toward the outstanding balance. As of the date of this response, their loan currently has a past due balance of $143.65 with a total payoff amount of $832.95 but is subject to change due to interest and/or fees that may be accruing.

At the time of loan origination, the Complainant signed the TitleMax Personal Line of Credit Account Terms and Conditions as well as the Personal Line of Credit Account Opening Acknowledgement that clearly discloses clearly discloses the annual percentage rate in accordance with the Federal Truth-in-Lending Act and **************** signing the loan agreement, the *********** acknowledged their understanding of the terms and the conditions of the loans. 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.

Regarding the due dates, the Complainant receives a detailed monthly statement that included information on payment amounts and their respective due dates. As of November 18, 2024, we have not received any returned mail from the address on file.

As TitleMax 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 contact TitleMax at ************** for additional questions or concerns 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:11/17/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We initiated the contract on 9/15/22 and made payments as directed, always through the app on my phone.
On 3.16.23 we did consider refinancing the loan, however it was not going to be cost effective in the long run and canceled this option. Attached you will find the contract stating VOID.
We continued to make payments and most recently made a payment on 9.16.23 for 620.30 in which the now web base log it showed that this would bring the account current. We continued to be contacted by the company for additional payments and this is where we began to see that something wasn't adding up.
Title Max of Show Low states that we refinanced the loan on 11.21.23, As will notice the screen shots we have provided show that the only contract available for my viewing is the 3.16.23 and states void. We did not authorize a refinance of this loan, however the company states we did.
We went into the store on 11.16.23 and spoke with *** ( I believe) who was extremely rude and insisted we were lying and did not take the time to understand why we thought otherwise. Luckily the director was available and took the time to listen to us. She had me write my signature 4 times to compare contracts. We were provided the one they say we initiated on 11.21 but with no signature. ***** state she would bring this to legal to review, however I am still filing a complaint for misleading/ unethical lending practice as I was never made aware of the 11.21.23 contract and could never view this, even to this day under my account profile.
I dont believe we owe anything further and have satisfied the balance in full with the last payment and would ask the account to be close in good standing.
I will file a complaint also with the CFPB for illegal,misleading and unethical lending due to the matters listed.
Business Response
Date: 11/22/2024
*******************

Thank you for the opportunity to respond to the complaint filed by ***** *******t (Complainant). TitleMax of Arizona, Inc. DBA TitleMax, 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 alleges, among other things, that they did not authorize a refinance which occurred November 21, 2023. The Complainant claims this is misleading/unethical lending practice as they were never made aware of the refinanced contract and could never view it on their account profile. They claim to not owe anything further and have satisfied the balance and request the account to be closed in good standing.

A review of TitleMax records revealed that on September 15, 2022, title loan was obtained in the principal amount financed of $2,350.00 at a storefront in Show Low, AZ. The Complainant granted a security interest in a 1992 Ford F150 with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments in the amount of $363.04 beginning on October 14, 2022, and a final payment of $361.90 due on September 14, 2024.

On November 21, 2023, the Complainant made a mobile debit card payment of $363.04 and refinanced their existing loan of $2,179.28 through the mobile app. The loan was contracted to be repaid in full in twenty-three (23) monthly payments in the amount of $340.10 beginning on December 22, 2023, and a final payment of $337.99 on November 22, 2025. A review of the payment history on the most recent refinance indicates there have been nine (9) installment payments made totaling $3,060.90. As of the date of this response, the account has a past due balance of $680.20, but that is subject to change due to additional fees and interest.

Within their narrative, the Complainant denies refinancing the loan; however, TitleMax records prove the contrary. It is important to note the Complainant initiated the payment and refinance via the customer portal. Upon completion of the transaction, the Complainant initialed the Account Disclosures Acknowledgement where the attested:

“By entering my initials and clicking "Process Renewal" below, I: (i) authorize TitleMax® to process my renewal request; (ii) confirm and agree that all information in my Credit Application is true, complete and correct; (iii) understand and agree to the foregoing documents and disclosures; and (iv) confirm that I have the ability to repay the requested loan.”

If the Complainant has any evidence to the contrary, they are asked to submit it to [email protected].

Please note the Complainant is still bound to the terms and conditions of their Agreement dated November 23, 2023. As of the date of this response, the total payoff amount is $3,103.16. We encourage the Complainant to contact TitleMax directly at ###-###-#### with any questions or concerns regarding their loan. Additionally, they may contact or visit their local TitleMax store to discuss any additional repayment options that may be available.

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:11/14/2024
Type:Service or Repair Issues
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 10/29 my car was repossessed by a vendor of titlemaxs due to late payment on a title loan. Upon paying to get my car back I found it was severely damaged and not in drivable condition. I immediately called titlemax for a resolution as I didnt have the money to have it towed back myself and I wanted to address the damages, they offered me no sort of help at all. They advised me to leave the car and give them time to come up with a resolution. I obliged. The following Friday I found out the car had been towed and impounded in ********* 60mi away from my home. It is now 11/14 and I still havent heard a word from them regarding the issue despite me calling in to check every day. It will now cost close to $1,000 just to get the car out of impound, and then it will have to be towed back to ******* where I live at, none of this being my fault titlemax still insists these expenses will be my responsibility and I still must honor my loan agreement on time despite them causing me to be without a vehicle now going on 3 weeks. Im on the financial brink of losing everything and they arent willing to fight their wrongs & fix an honest mistake for a paying customer in these trying times. To make matters worse the store knows my homelessness situation after being dis placed by the hurricane so I was living out of the car, but they arent willing still extremely rude and offer no sympathy nor take action to help fix their own mistakes. I am strongly considering seeking litigation if they do not compensate me accordingly
Business Response
Date: 11/20/2024
November 20, 2024
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant).
TitleMax of ************* DBA TitleMax, 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 alleges their vehicle was inoperable after they retrieved it from a third-party towing company. They further purport TitleMax advised them to leave the vehicle while finding a resolution for their claim; however, the vehicle has since been towed and impounded 60 miles away from their home. The Complainant states the store knows they are having a financial hardship but remains unwilling to help. They will seek litigation if they dont receive compensation. Their desired resolution is $650.00 in compensation for lost wages, emotional distress, mental anguish, etc.
It should also be noted that contrary to the statement of having a loan agreement, TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans. Accordingly, each **** ticket signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn: This is a **** transaction. Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.
A review of TitleMax records revealed that on June 24, 2024, a **** was obtained in the principal amount of $1,418.00 at a storefront in *******, **. The Complainant granted a security interest in a 2012 Dodge Charger with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $1,673.10 due on July 24, 2024. However, to the extent they chose not to pay the amount in full to redeem the vehicle, the Complainant could, at a minimum, pay the outstanding pawnshop charges and extend or refinance the **** for an additional thirty (30) days. On July 25, 2024, the Complainant made three (3) payments totaling PO Box 550 / ************************; Main Line: ************** / Fax Line: ************** $269.48, refinanced their existing loan of $1,412.09 and borrowed an additional $587.00. The loan was contracted to be repaid in the full amount of $2,338.74, on August 24, 2024. The Complainant neither attempted to extend, refinance nor pay the **** in full; therefore, the vehicle was recovered October 30, 2024, and assessed a $50.00 repossession fee.
On November 1, 2024, the Complainant made a payment of $847.35, refinanced their existing **** of $1,791.28 and retrieved the vehicle on November 4, 2024. The most recent refinance is due in full in the amount of $2,015.19, on December 1, 2024. On November 15, 2024, the Company received notice from ********** Towing informing us that the vehicle with VIN ending in ****** was impounded. As indicated in the notice, the vehicle needs to be claimed within thirty (30) days. Within the complaint, it is alleged the Company advised [them] to leave the car; however, contemporaneous notes indicate the Complainant advised they left the vehicle in the parking lot due to damage to the vehicle.
TitleMax denies instructing the Complainant to abandon the vehicle. While TitleMax is the lien holder of the vehicle, as indicated in the aforementioned impoound notice, either the Complainant (owner) or the lien holder is able to redeem the vehicle. The company is not preventing the Complainant from retrieving the vehicle from impound.
Regarding the alleged damage done to the vehicle, our records show that a claim was filed by the store on the ************ behalf.
Please note that TitleMax is actively investigating the issue with its third-party vendor and will keep the Complainant apprised of any updates. 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
**********************
******, OH 43017
Customer Answer
Date: 11/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22559234

I am rejecting this response because:
The business alleges that they did not advise me to leave the car. This can be proven otherwise by simply listening to the initial phone call I had with one of their representatives on the day the incident occurred, as all of their calls are recorded this should have already been done and verified before the business so promptly responded with a false claim.
Regards,

****** *******
Customer Answer
Date: 11/21/2024
The vehicle is still impounded in *********, ** where the business forced me to go pick it up at although I submitted payment to get the card back the very next day while the car was still in ******* where I live. As stated, upon picking the vehicle up and driving roughly a mile down the road I began to hear an awful noise coming from the front of the car & thats when I realized the damages and pulled over at the nearest spot which happened to be a CVS parking lot. Long before I left the car I was on the phone with titlemax to try and figure out what to do. I did not have the money to have it towed 60mi so I asked titlemax what I should do in the case, to which they responded just leave the car where it is for now. They have since been promising that they have submitted claims on my behalf but fail to mention who they submitted these claims to. Further, they refuse to give me the district managers phone number to get in contact despite her being the person whos supposedly working the case. When speaking with the store initially regarding the incident they were reluctant to even disclose to me who the tow company in question was. Luckily I knew already as I was in the vehicle when it was picked up. Nearly every day since the incident occurred I have been in contact with titlemax to check on things & try to find a way to get the vehicle home. I notified them on the day of that I did not have the money to tow it as I just emptied my savings to pay the lien, and since I have been without a way to and from work or anywhere else for that matter and they still continue to give me the run around. I just want my vehicle back that I worked 5 hard years to pay off, I honored the **** agreement and paid the money to retrieve my car its not my fault the car was damaged, its not my fault the car was towed to ********* to begin with because I tried to retrieve it the next day and was denied. I feel like Im being thrown under the bus in the situation and I feel as if I have already lost my car that I paid over $20k because of this incident. The business hasnt offered me any type of help regarding the issue.
Customer Answer
Date: 11/21/2024
Further, I do not have the money right now to get the car out of impound thats why Im reaching out. I still have been unable to get the towing company on the phone & I have no idea whether titlemax has corresponded with them. Titlemax states they have submitted a claim however they havent done a damage assessment or even seen the car to begin to submit any sort of claim so Im unsure what they mean by that part. Also to clarify $650 is NOT my desired resolution in terms of amount of compensation desired, as each day that goes by its costing me money I dont have to be without my car. This is a complete disaster and I feel as if Im being robbed by a predatory lending system.
Customer Answer
Date: 11/21/2024
Further, I do not have the money right now to get the car out of impound thats why Im reaching out. I still have been unable to get the towing company on the phone & I have no idea whether titlemax has corresponded with them. Titlemax states they have submitted a claim however they havent done a damage assessment or even seen the car to begin to submit any sort of claim so Im unsure what they mean by that part. Also to clarify $650 is NOT my desired resolution in terms of amount of compensation desired, as each day that goes by its costing me money I dont have to be without my car. This is a complete disaster and I feel as if Im being robbed by a predatory lending system.
Customer Answer
Date: 11/22/2024
The vehicle is still impounded in *********, ** where the business forced me to go pick it up at although I submitted payment to get the card back the very next day while the car was still in ******* where I live. As stated, upon picking the vehicle up and driving roughly a mile down the road I began to hear an awful noise coming from the front of the car & thats when I realized the damages and pulled over at the nearest spot which happened to be a CVS parking lot. Long before I left the car I was on the phone with titlemax to try and figure out what to do. I did not have the money to have it towed 60mi so I asked titlemax what I should do in the case, to which they responded just leave the car where it is for now. They have since been promising that they have submitted claims on my behalf but fail to mention who they submitted these claims to. Further, they refuse to give me the district managers phone number to get in contact despite her being the person whos supposedly working the case. When speaking with the store initially regarding the incident they were reluctant to even disclose to me who the tow company in question was. Luckily I knew already as I was in the vehicle when it was picked up. Nearly every day since the incident occurred I have been in contact with titlemax to check on things & try to find a way to get the vehicle home. I notified them on the day of that I did not have the money to tow it as I just emptied my savings to pay the lien, and since I have been without a way to and from work or anywhere else for that matter and they still continue to give me the run around. I just want my vehicle back that I worked 5 hard years to pay off, I honored the **** agreement and paid the money to retrieve my car its not my fault the car was damaged, its not my fault the car was towed to ********* to begin with because I tried to retrieve it the next day and was denied. I feel like Im being thrown under the bus in the situation and I feel as if I have already lost my car that I paid over $20k because of this incident. The business hasnt offered me any type of help regarding the issue.

Further, I do not have the money right now to get the car out of impound thats why Im reaching out. I still have been unable to get the towing company on the phone & I have no idea whether titlemax has corresponded with them. Titlemax states they have submitted a claim however they havent done a damage assessment or even seen the car to begin to submit any sort of claim so Im unsure what they mean by that part. Also to clarify $650 is NOT my desired resolution in terms of amount of compensation desired, as each day that goes by its costing me money I dont have to be without my car. This is a complete disaster and I feel as if Im being robbed by a predatory lending system.
Customer Answer
Date: 11/25/2024
My car remains impounded in ********* and I still havent heard a single thing from either titlemax or their towing vendor regarding this issue, so Im following up to see if they have been in contact with BBB or CPA as the matter grows increasingly urgent with each passing day.
Business Response
Date: 11/27/2024
November 27, 2024

Better Business Bureau
****************
*****************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by ****** *******
(Complainant). TitleMax of ************* DBA TitleMax, a member of the Community Choice Financial (the Company) 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 indicates they want their vehicle back but do not have the money to retrieve the vehicle. They further inquire about the status of their vehicles damage claim.

As previously stated in the Companys response dated November 20, 2024, a claim was filed by the store on the ************ behalf. When the claim was filed, the Complainant was advised that a claim can only be filed.
It should be noted the damage that the Complainant alleges occurred when the vehicle was recovered by an unaffiliated third-party vendor, and not while it was in TitleMaxs possession. As such, any recourse the Complainant may have will be with the recovery vendor. As such, the Complainant will need to contact the third-party repossession company ******************* Towing & Recovery at *************.

The Complainant indicates they are unable to pay to retrieve the vehicle from Schroeders Towing. TitleMax understands its customers hardships during this unprecedented time; however, the Complainant is still bound to the terms as outlined in their **** agreement.

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
**********************
******, ** 43017

Customer Answer
Date: 12/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22559234

I am rejecting this response because: TitleMax indicates theyre not affiliated with the towing company that picked my vehicle up, however when I first raised this issue with them they advised me they would be working this out on their end with their towing vendor who they refused to disclose the name of. As you can see in the attached photos, I actually found the owner/operator of the towing company and of course as expected they flat out deny any wrongdoing and deny these damages occurred during the repossession of the vehicle. Furthermore, they cannot recall titlemax even reaching out to them regarding this issue & act as if me raising the concern is their first time hearing of the problem. I still have yet to receive any sort of correspondence from titlemax regarding this issue I have however received a payment due notice. Nearly every day since the incident I have been calling titlemax to get ahold of someone who could help me resolve this, my efforts were futile. Its nearly been 30 days now and Im afraid I may soon realize my worst fear of the situation: losing my vehicle over this.

Regards,

****** *******
Initial Complaint
Date:11/14/2024
Type:Order Issues
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 with TitleMax on my fully paid-off truck, which had no outstanding notes or liens. For about a year, I consistently made payments, sometimes paying more than the minimum required.
Recently, I encountered financial difficulties and requested an extension on my payments, but TitleMax denied this request, leaving me with limited options to catch up.When I attempted to discuss my account status, *********************** representatives repeatedly assured me that no repossession was recorded on their end. However, once my vehicle was picked up, they abruptly acknowledged the repossession, which felt misleading and unfair.
To make matters worse, the fees on my loan balance escalated to an unmanageable amount, including added charges for the repossession itself and excessive wrecker fees, making it nearly impossible for me to reclaim my truck. The fees are so outrageous that the wrecker is charging $1109 for them and processing fees. My balance owed was $336 and they picked my vehicle up for this amount.
This vehicle was my only mode of transportation, and I was also informed that I cannot retrieve my personal belongings, including my childrens essential school tags, until the vehicle is moved to another location in *********
The entire situation has created an enormous emotional and financial strain for my family and me.
I believe that TitleMax mishandled the repossession process, ignored my attempts to find a workable solution, and used deceptive tactics regarding the repossession status. I am seeking assistance to address this situation and restore fairness."
Business Response
Date: 11/20/2024
November 20, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint filed by **** ******** (Complainant). TitleMax of ***********, 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 have encountered financial difficulties and requested extension on their payments, but TitleMax denied offering assistance. The Complainant alleges the fees on their loan balance escalated to an unmanageable amount,including added charges for the repossession itself and excessive wrecker fees,making it nearly impossible for them to reclaim their vehicle. The vehicle was repossessed, and they were informed that cannot retrieve personal belongings,including childrens essential school tags, until the vehicle is moved to another location in *********

TitleMax of **********, DBA TitleMax is a registered Texas Credit ********************* (CSO)and assists consumers in obtaining loans from willing, unaffiliated lenders.TitleMax services the loan but is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.

A review of TitleMax records revealed that on November 2, 2022, the Complainant obtained a loan with ******************* Partnership in the principal amount financed of $728.00 at a storefront in *********, **. The Complainant granted a security interest in a 1999 GMC Suburban with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $873.32 on December 2, 2022. However, to the extent they chose not to pay the entire balance,the Complainant has the option to refinance the loan by paying the applicable interest and fees and extending their term another 30 days. On December *******, the Complainant made a payment of $200.00 and refinanced their existing loan of $675.21. The loan was contracted to be repaid in full in the amount of $810.00, on January 9, 2023.

Between January 14, 2023, and August 21, 2024, the Complainant refinanced their loan on fifteen (15) more occasions, borrowing an additional $865.00. It should be noted that on March 28, 2024, the lender changed to First Star Financial, LLC and on July 17, 2024, the type of loan changed from a 30-day term to a 150-day term. The most recent refinance was completed on August 21, 2024, in which the Complainant made a payment of $101.00 and refinanced their loan for the remaining balance of $440.40, borrowing an additional $509.00. The loan was contracted to be repaid in five (5) payments due monthly beginning September 27, 2024, with the first payment being $254.00, the following three (3)payments in the amount of $209.35, and a final payment of $1,199.88 representing the final CSO fee, the principal, and the lender interest, due January 27, 2025.

Payment history on the most recent refinance indicates there has been one (1) partial payment in the amount of $100.00 made on the loan on October 25, 2024. When the payment was not made on September 27, 2024, the account entered a past due status and collection activities commenced as permitted by law.

At the time of loan origination and each subsequent refinance, the Complainant signed a loan agreement that clearly discloses the annual percentage rate, finance charge,amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** per the agreement states under Lenders Rights After Default:

Lenders rights after default are cumulative. If I default, ****** may make me immediately pay the full outstanding amount of the Loan, including accrued charges and interest. Upon default Lender may repossess the Vehicle with or without judicial process. I may turn over the Vehicle to Lender any time after default. In exercising its rights, Lender must always act lawfully and may not breach the peace. I agree to pay Lender reasonable court costs and attorneysfees.

By signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.

Regarding the personal items left in the vehicle, once the vehicle makes it to the auction house, an inventory is completed and sent to the Complainant. Items nor the vehicle may be redeemed prior to the vehicles arrival at the auction house. To schedule a personal pick-up appointment, please contact our Customer Preservation team at ************** during business hours as follows: Monday Friday: 8AM-7PM CST and Saturday: 10AM-4PM CST. It should be noted that personal items are not held indefinitely and may be disposed of as permitted by applicable law.

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 our *************************** 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,

BSG Consumer Complaints
PO Box 550
*******************
Customer Answer
Date: 11/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22554064

I am rejecting this response because:

I would like to provide updated information regarding my original complaint. The central issue remains unresolved: the damage to my vehicles drive shaft during the repossession process. After retrieving my truck, I discovered the drive shaft had been dropped, creating a major safety hazard that could have led to severe consequences had I attempted to drive it. I did crank it 2 times in that condition. Then realized something heavy was holding it back, but really the was driveshaft going while detached.

TitleMax claims that their contracted tow company, 2-Lo, stated they did not drop the drive shaft. However, ***, the auction company involved, has refused to disclose the tow truck service they used, making it difficult to determine who is ultimately responsible for the damage. My I joints did break and I had to purchase new ones out of my pocket. This lack of transparency from *** has added further frustration and delay in resolving the issue. Regardless of whether it was TitleMaxs tow company or **** service, one of these parties is clearly at fault and should be held accountable.

Additionally, TitleMax stated that I refinanced my loan 15 consecutive times but has not provided any documentation to support this claim, raising concerns about the accuracy and transparency of their lending practices. This entire situation has caused immense financial and emotional stress for my family and me, as I had to use my rent money to recover the vehicle. The negligence and lack of accountability from these companies have only compounded the hardship.

I am requesting compensation for the damage caused to my vehicle, a full disclosure of all tow truck services involved, and documentation supporting TitleMaxs refinancing claims. I urge the BBB to take action to hold TitleMax and *** accountable for their negligence and lack of transparency. I am seeking a fair resolution to this matter without further delays.
Regards,

**** ********
Business Response
Date: 11/27/2024
November 27, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by **** ******** (Complainant). TitleMax 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 claims their drive shaft was damaged, and their issue remains unresolved. They also claim that they did not receive loan documents for their refinances.

Regarding the alleged damage to the Complainants vehicle done by the repossession company, our records indicated that the Complainant did not file a claim before leaving the premises with their vehicle. However, we have forwarded their claim to the proper members of management for further investigation. Should any evidence of improper repossession and towing procedures be discovered, the Complainant will be contacted directly for remediation.

To address the Complainants concern for not receiving documentation regarding the multiple refinances, it is important to note that they signed the Consent to Electronic Disclosures, Communications and Signatures at loan origination and upon each refinance. As outlined in the Electronic Disclosures: By signing this Consent below, you are acknowledging and agreeing to conduct transactions electronically with the Company (and, for Texas residents, any third-party lender who may make a loan to you), to sign documents and contracts electronically, and to receive by electronic delivery documents, contracts,notices, communications and legally-required disclosures (collectively,Disclosures). By signing this Consent below, you also are agreeing to all of the terms and conditions in this Consent. The Complainant may request a paper copy of the loan agreement at the storefront where they opened the account at no charge.

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 our *************************** 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,

BSG Consumer Complaints
PO Box 550
*******************
Customer Answer
Date: 12/03/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22554064

I am rejecting this response because:

I would like to provide updated information regarding my original complaint. The central issue remains unresolved: the damage to my vehicles drive shaft during the repossession process. After retrieving my truck, I discovered the drive shaft had been dropped, creating a major safety hazard that could have led to severe consequences had I attempted to drive it in that condition.

TitleMax claims that their contracted tow company, 2-Lo, stated they did not drop the drive shaft. However, ***, the auction company involved, has refused to disclose the tow truck service they used, making it difficult to determine who is ultimately responsible for the damage. This lack of transparency from *** has added further frustration and delay in resolving the issue. Regardless of whether it was TitleMaxs tow company or **** service, one of these parties is clearly at fault and should be held accountable.

Additionally, TitleMax stated that I refinanced my loan 15 consecutive times but has not provided any documentation to support this claim, raising concerns about the accuracy and transparency of their lending practices. This entire situation has caused immense financial and emotional stress for my family and me, as I had to use my rent money to recover the vehicle. The negligence and lack of accountability from these companies have only compounded the hardship.

I am requesting compensation for the damage caused to my vehicle, a full disclosure of all tow truck services involved, and documentation supporting TitleMaxs refinancing claims. I urge the BBB to take action to hold TitleMax and *** accountable for their negligence and lack of transparency. I am seeking a fair resolution to this matter without further delays.
Regards,

**** ********
Business Response
Date: 12/12/2024
December 12, 2024

Better Business Bureau
*************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by **** ******** (Complainant). TitleMax 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.

Regarding the alleged damage to the Complainants vehicle done by the repossession company, we have forwarded their claim to the proper members of management for further investigation. Nevertheless, as a gesture of goodwill, we have submitted a request for a check in the amount of $24.89 to be mailed to the Complainant for reimbursement of the part they purchased on November 18, 2024. No other compensation will be provided at this time. It should be noted this part was installed by an *** representative free of charge to the Complainant.

To address their claims regarding multiple refinances, at the time of loan origination and each subsequent refinance, the Complainant signed a loan agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.

Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call our *************************** 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,

BSG Consumer Complaints
PO Box 550
*******************
Customer Answer
Date: 12/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22554064

I am rejecting this response because:
I am writing to follow up on my complaint regarding TitleMax, which involves the repossession of my truck and issues with the drive shaft.

TitleMax previously stated that they would reimburse me $24.89 for the part I purchased, and they promised to send a refund check on December 5th, 2024. However, it has now been over a few weeks, and I have still not received the reimbursement.

While TitleMax's response claimed that the part was installed "free of charge" by an *** representative, this does not fully reflect the situation. After the repossession and payment to retrieve my vehicle, I found that the drive shaft had been unhooked. I was forced to pay $24.89 for the part out of my own pocket, and I was left dealing with the issue in the rain. The individual who helped with the repair knew there was a problem but did not acknowledge or address it properly.

Further, I submitted the same complaint to the **** today, and TitleMax has only just now responded with you guys today. However, their response still fails to provide a clear timeline for when I will receive the reimbursement.

TitleMax's delay in sending the promised check and their minimization of the issue have been frustrating. I respectfully request further investigation into this matter, as well as an update on the status of the reimbursement.

Thank you for your attention to this issue.

Regards,

**** ********
Business Response
Date: 12/23/2024
December 23,2024

Better Business Bureau
**************************************

RE: BBB Complaint ID ********

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by **** ******** (Complainant). TitleMax 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 requests further investigation into their damage claim, and wants to be told when the check is expected to be mailed out.

To address the timeframe of the check, the check was mailed on December 19, 2024. Please allow 7-14 days for the check to arrive due to the upcoming banking holidays.

Regarding their damage claim, we have previously forwarded their claim to the proper members of management for further investigation.Should any evidence of improper repossession and towing procedures be discovered, the Complainant will be contacted directly for remediation.

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:11/14/2024
Type:Billing Issues
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 tried to pay on Nov. 1 - WEBSITE DOWN - The remainder on 31st was wrongly dismissed by me instead of postponed. Received a warning that the payment was going to be delinquent the next day on Sat. the 9th I tried to go in and pay nut—the WEBSITE WAS NOT WORKING —and although I entered the correct password, the computer locked me out after the second attempt. I left a message on their device telling them that I couldn't get it paid and (forgetting Veterans Day) told them to call first thing Monday. They did call first thing Tuesday and when I asked to pay by phone they said they could not allow it. I went back into their cursed website and had to enter yet another NEW PASSWORD—the one I had used before—and the site was blocking me out when using it previously. When I returned to the site, I noticed that it jumped to 120.00 from about 90 on Saturday. I called the Amarillo office and told them that I refused to pay the penalty. Amarillo office told me that they DID NOT have the authority to remove the penalty and I should call home office. THEY LIED. When I called C.S. @ the Main Office they informed me the penalty could ONLY be removed by the local office. The local office refused to remove the penalty.
Business Response
Date: 11/19/2024
***************

Thank you for the opportunity to respond to the complaint filed by ******** ****** (Complainant). TitleMax of Texas, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant states they were unable to make their payment online due to the website being down. They also claim they were told that pay by phone was not allowed. They state the amount jumped to $120.00 from about $90.00, due to a penalty and they are refusing to pay. They are requesting a billing adjustment.

TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization ("CSO") and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.

A review of TitleMax records revealed that on January 2, 2024, the Complainant obtained a loan with Ivy Funding Company, LLC, in the amount financed of $800.00 at a storefront in Amarillo, TX. The Complainant granted a security interest in a 1996 Nissan Pathfinder with a VIN ending in ******. The loan was contracted for a total of five (5) payments due monthly beginning February 2, 2024, with the first payment being $155.00, the following payments in the amount of $151.25, and a final payment of $984.39, which represents the final CSO fee, the principal, and interest to the lender, due June 2, 2024. On July 10, 2024, the Complainant made a payment of $644.48 and refinanced their existing loan of $600.00 at a different location in Amarillo, TX. The loan was contracted to be repaid in full in the amount of $719.51, due August 7, 2024.

Between August 9, 2024, and October 11, 2024, the Complainant refinanced their loan on three (3) more occasions. The current refinance was completed on October 11, 2024, in which the Complainant made a payment of $83.92 and refinanced their existing loan of $600.00. The loan was contracted to be repaid in full in the amount of $719.89, due November 10, 2024. Payment history on the most recent refinance indicates there was one (1) payment made on the loan on November 14, 2024, in the amount of $120.67. When the payment in full was not made on November 10, 2024, 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 $600.16 but is subject to change due to interest and/or fees that may be accruing.

To address the Complainant’s concern regarding issues making an online payment, the online portal is a convenient way to pay but it is important to note that an alternate payment method is available such as visiting the store in person to make a refinance payment and complete the refinance documentation. Since the Complainant was opting to refinance, phone payment could not be accepted as a signature is required to refinance their loan.

Regarding the change in amount, at the time of loan origination and each refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. Further, the store personnel explained the terms and conditions of the loan to the Complainant and allowed them to review the loan agreement before signing. The Complainant also refinanced their loan on more than one occasion via TitleMax’s web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement.

As outlined in their current loan agreement regarding Interest: “Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is 9.950% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest, including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”

As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, a billing adjustment will not be provided at this time. The Complainant may pay the loan off in full or choose to refinance their account in store or online to prevent recovery of the vehicle. We encourage the Complainant to contact TitleMax at ###-###-#### for additional questions or concerns 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
** *** *** ********** ** *****
Initial Complaint
Date:11/12/2024
Type:Order Issues
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 been a customer of title max for several years,with various size loans,they have alleged several times over the past two years that each time they were bought out by new companies,all previous agreements were void,and without notice,information,or options,the new fees they were applying to what was your previous loan are automatic,like it or not,pay or we will repo your vehicle.
They first claimed that no monies would be taken against any principle amounts at random,period,and that you could only pay whatever that said pay,whatever date they said,period,no other time whatsoever.
When you arrive on the stated date,say with 500 or more to pay on your principle,they refuse your separate payment,only offering to take the primary interest and 500 together,then charging various extra,never previously discussed fees.
They claim these new mystery fees,named such as lender fees, with extra 10, 15,and higher interest on the actual cash payment your trying to pay on your loan,making it the second, third,etc ,extra interest being accessed to your account
Then they rudely let you know the 500 is now only 200, because the new contract takes the rest
.You just paid say 1000,of interest, you have them 1500 cash,to cover the monthly interest,you thought you were paying down your loan principle by 500,and only got credit for ,200,
if you try to ask why,explain,etc,they yell,cut you off,let you know thats the way it is,throw a receipt at you,and insist you leave.
You can see the fraud they are committing,deceptive business and trade practices,and theft at a minimum.
They have lied,deceived,used deception,and fabricated documents,as well as constantly alter documents,to completely overwhelm consumers ,such as you could never pay your loan down,no matter how long you try.
They know the average worker can not pay the entire amounts that they formulate every time you enter the building, therefore you are obligated to keep paying them forever,or they take your auto.
Help me save others.
Business Response
Date: 11/15/2024
*******************:

Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). TitleMax of Texas, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

To summarize, the Complainant claims that when the company was bought out, all previous agreements are “void,” and are being charged extra, never previously discussed fees that are so called lender fees. In addition, the Complainant has concerns regarding how their payment is applied, claiming most of their payment is assessed to interest and the new contract takes the rest. They allege documents were constantly altered they are never able to pay their loan down and claim deceptive business and trade practices. They are requesting a billing adjustment.

TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization ("CSO") and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.

A review of TitleMax records revealed that on June 30, 2023, the Complainant obtained a loan with NCP Finance Limited Partnership in the amount financed of $5,083.00 at a storefront in Conroe, TX. The Complainant granted a security interest in a 2011 Toyota Tundra with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $5,845.09 on August 1, 2023. On August 1, 2023, the Complainant made a payment of $761.65 and refinanced their existing loan of $5,083.00. The loan was contracted to be repaid in full in the amount of $5,843.49, on September 1, 2023.

Between August 10, 2023, and August 12, 2024, the Complainant refinanced their loan on seventeen (17) more occasions, borrowing an additional $16,455.00 total. The current refinance was completed on August 12, 2024, in which the Complainant made a payment of $1,364.30 and refinanced their existing loan of $9,999.85, borrowing an additional $2,500.00. The loan was contracted for a total of five (5) payments, due monthly beginning September 9, 2024, with the first payment being $1,379.01, the following three (3) payments in the amount of $1,502.10, and a fifth and final payment of $14,513.05, which represents the final CSO fee along with the principal and interest to the lender, due January 9, 2025.

Payment history on the most recent refinance indicates there have been three (3) payments made on the loan. As of the date of this response, the Complainant’s account is current with the next scheduled payment due December 9, 2024.

It is important to note that the Complainant’s contracts have not been altered. They have remained the same, and were never “void,” contrary to their claims. Each time the Complainant has refinanced, they have entered into a loan agreement. Please note at the time of loan origination and each refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. Further, the store personnel explained the terms and conditions of the loan to the Complainant and allowed them to review the loan agreement before signing. The Complainant also refinanced their loan on more than one occasion via TitleMax’s web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement.

The Complainant’s loan product for most of the duration was the thirty (30) day loan model, however the company no longer offers the thirty (30) day loan model. Instead of paying off the balance of the loan at the end of the term to satisfy their obligations under the agreement, the Complainant voluntarily elected to enter into the new loan model designed to be paid over a five (5) month term.

To address the Complainant’s concern of application of payments, as outlined in their current loan agreement: “Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is 9.9500% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year [366 days in a leap year]. Lender calculates and charges interest, including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date(s). I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”

Further to the point, the Complainant may also make additional payments to pay down their balance. 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. We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, therefore no billing adjustment will be provided.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at [email protected].

Sincerely,
*** – Consumer Complaints
** *** *** ********** ** *****
Business Response
Date: 11/22/2024
***********************

Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ******* ****** (Complainant). TitleMax of Texas, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization ("CSO") and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.

As stated in our initial response, each time the Complainant has refinanced, they have entered into a loan agreement. Please note at the time of loan origination and each refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z.

Further, the store personnel explained the terms and conditions of the loan to the Complainant and allowed them to review the loan agreement before signing. The Complainant also refinanced their loan on more than one occasion via TitleMax’s web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement.

The Complainant’s loan product for most of the duration was the thirty (30) day loan model, however the company no longer offers the thirty (30) day loan model. Instead of paying off the balance of the loan at the end of the term to satisfy their obligations under the agreement, the Complainant voluntarily elected to enter into the new loan model designed to be paid over a five (5) month term. Contrary to their claims, the Complainant has yet to pay off the account in full but rather elected to refinance as well as borrow additional funds on multiple occasions.

To address the Complainant’s concern of application of payments, as outlined in their current loan agreement with emphasis added: “Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is 9.9500% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year [366 days in a leap year]. Lender calculates and charges interest, including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date(s). I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”

Further to the point, the Complainant may also make additional payments to pay down their balance as they desire. 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.

Regarding the Complainant’s statement of deceit, deception, and theft, TitleMax is committed to treating its valued customers in a fair, honest, and transparent manner. TitleMax reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive. We believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing.

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: 11/22/2024
******* ******.
I suppose the lies and deception will never end,possibly through our court system. Lets begin with the first,most ridiculous ,comment,about my casual web work during all the thousands of contracts.That could be the best truth through lies,that's come from TitleMax,
why!
Let's see,I have had to have my son and his wife present during most transactions ,because I AM BLIND,I AM a 100 percent disabled retired ,combat veteran.I was completely blind two years ago,I have been with one eye since December 2010,I do not own or have any computer or related equipment.Those lying,stealing,criminals,know absolutely 100percent,I could not read any part,segment,portion,content,etc,I required someone too constantly assist in every detail,if not my son ,and one of the employees.
We,my son,family,and I,spent hours attempting to just sign documents,no effort whatsoever,was ever made by a single person,to explain anything,the only lie they ever made clear was from the start,as i have stated before, (OH ,MR ******,your interest rate is the lowest we offer,16percent,and that will never change,throughout your loans,no other interest but that will be assessed.)
I have asked every month for at least a year,(can i please make a principal payment) NO,not until your assigned due date,
WHY!
That's the way it is,we can not accept principal payments unless its your due date! WHAT a easy way to make it even mo re difficult to pay of t loan ever,thats the way it is.I paid every single payment on time,they called and harassed me at home constantly,come get more,,hurry while it last,come get the money now!They lied so much they got thier own details.
Confused,had to appraise my truck 3 separate times,there was a enormous argument involved.Iam fully prepared to formally testify to everything I say,fully sign and disclose complete details on an affidavit court statement.I may be old,with many illnesses,and blind,but Iam not stupid ,actually I am educated,I studied and graduated UofH in criminal justice,and studied and worked in Law,for many years while working as a police officer,before retiring from law enforcement,due to severe illnesses.
There is three different interest rates charged on the documents I sent,I gave the disrespectful person 2000 dollars,1500 was to pay a mere month of interest,that would explain 9999,at 15 ,16 percent,the other 500 was to be applied to my principal,as the document shows,it was not,another 300 dollars interest was charged,and I was livid,I challenged the issue,she all but said get your ass out of my building,pay and go.They never explained anything from the beginning,much less all the excessive company changes every three months,they took extreme advantage of my handicaps,and abused the privilege of making a loan to a retired first responder,and military person.
I know I should have gotten an attorney involved much earlier,and it may take such to get to the bottom of this scam,I know they have practiced the speech they give with every response,it is well versed and predetermined.
I will not waver on every word I speak,I intent to push the truth through until it prevails,in some fashion.

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