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Business Profile

Prepaid Credit Cards

Axcess Financial Services

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Axcess Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Axcess Financial Services has 152 locations, listed below.

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    Customer Complaints Summary

    • 57 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A personal loan was taken out in my name by ************ on 4/28/17 according to my credit report. When I called in 2017 for information about account I was told it was opened in ********** during the time I was living in *** **********. I had never applied or opened any personal loan in my life during this time.(after 2022 was when I first applied for a personal loan). I was never provided verification letter. I regretfully did not follow up with this fraud on my account due to lack of knowledge in the process. Now as I am older and more informed and understand the importance of credit I am trying to work on my credit. This was fraud and I am unable to contact business because phone # that appears on credit report is not valid. I need assistance with getting this resolved and removed off my credit report.

      Business Response

      Date: 08/25/2023

      To Whom It
      May Concern: 

      We would like to thank *** ***** for contacting Check ‘n Go. Her case has been opened and forwarded to the Fraud Team for further investigation. We ask for her patience while her concern is being reviewed. When the investigation has been completed we will reach out to her at the contact information provided to discuss her case.

      Thank you,
      -Customer Advocacy


      Customer Advocacy Team
      Corporate Offices of Check ‘n Go
      P.O. Box 36454
      Cincinnati, Ohio 45236-0454

    • Initial Complaint

      Date:06/24/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Axcess Financial Services I do not have a contract with Check NGo/*** they did not provide me with the original contract as I requested.

      Business Response

      Date: 06/26/2023

      To Whom It May Concern:

      We would like to thank *** ******* for contacting Check ‘n
      Go regarding his account and request for Verification of Debt documentation.  After completing an investigation into the
      matter, we can confirm that a Verification of Debt request has been initiated
      internally.  Once the documentation has
      been gathered, it will be sent to the physical address *** ******* provided
      within his complaint.  He should expect
      to receive these documents within 30-45 days.



      Sincerely,

      Customer Advocacy Team
      Corporate Offices of Check ‘n Go
      P.O. Box 36454
      Cincinnati, Ohio 45236-0454

    • Initial Complaint

      Date:06/24/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Axcssfnn/cngo. I do not have a contract with ********** debt holdings they did not provide me with original contract as i requested.

      Business Response

      Date: 06/26/2023

      To Whom It May Concern:

      We would like to thank *** ******** for contacting Check ‘n
      Go regarding his previous account and his request for Verification of Debt documentation.  Per his request, Verification of Debt documentation
      has been initiated and will be sent to the physical address *** ********
      provided within his complaint.  He should
      receive the documents within 30-45 days. 
      If he has any additional questions or concerns he can contact customer
      support at ###-###-#### and one of our friendly agents will be able to assist
      him.

      Sincerely,

      Customer Advocacy Team
      Corporate Offices of Check ‘n Go
      P.O. Box 36454
      Cincinnati, Ohio 45236-0454

    • Initial Complaint

      Date:06/14/2023

      Type:Billing Issues
      Status:
      Resolved
      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 researched this account without any resolution, I have sent a verification of debt without a response. I contacted check n go and the represenative said their are no records of this loan or account. In addition, I went to the location this loan was apparently taken out to get documentation but there isnt a check n go, it is a smoke shop. I have not recieved a validation of debt from this company. I am seeking for this to be removed from my credit report.

      Business Response

      Date: 06/16/2023

      To Whom It May Concern: 

      We want to thank *** **** for contacting Check ‘n Go
      regarding her request for validation of debt documentation.  Her request was forwarded to the appropriate
      department who will gather the requested information.  The documentation will be sent to the
      physical address *** **** provided in her complaint.  She should receive the documentation she
      requested within 30-45 days.  If she has
      any additional questions or concerns, she can contact our Customer Support Team
      at ###-###-#### and one of our agents will be happy to assist her.


      Thank you.
      Customer Advocacy Department, Check ‘n Go.

      Customer Answer

      Date: 06/16/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ***** ****

    • Initial Complaint

      Date:04/25/2023

      Type:Billing Issues
      Status:
      Answered
      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 never took a loan out with y’all and it says on my credit report I did for 915 dollars I’ve never took that out so I need it taken off

      Business Response

      Date: 05/01/2023

      To Whom it May Concern,

      We would like to thank ****** for contacting Check ‘n Go. We have completed a preliminary investigation and can advise that the matter has been referred to our Fraud team for further review. Once the Fraud team has completed their investigation, they will notify the customer of their results; either by letter or email. If the Fraud Analyst assigned to their case needs additional information, they will reach out to the customer directly. If the case is confirmed for fraud, Check ‘n Go will work with them to remove any information on their credit file associated with the matter. 

      If ****** would like to contact the Fraud Department directly, they may call ************ and one of our associates will be able to assist with any questions or concerns. 

      Thank you,
      -Customer Advocacy


      Customer Advocacy Team
      Corporate Offices of Check ‘n Go
      **** *** *****
      Cincinnati, Ohio 45236-0454

    • Initial Complaint

      Date:01/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 understand the individual in receipt of this letter is most likely not an attorney. Therefore, I have provided the LAWS and definitions to educate any person of my legal rights in the United States of America.

      Under federal law, you have thirty (30) DAYS TO COMPLETE YOUR RE-INVESTIGATION. Be advised that the description of the procedure used to determine the accuracy and completeness of the information is hereby requested as well, to be provided within fifteen (15) days of the completion of your re-investigation.

      Business Response

      Date: 01/04/2023

      To Whom It May Concern: 

      We want to thank *** ******* ****** for contacting Check ‘n Go regarding her credit report. We completed an investigation into the matter and advise *** ******** complaint has been forwarded to the appropriate department. We ask for *** ******** patience while her concern is being reviewed. If necessary, we will reach out to her at the contact information provided to discuss the case.

      For any additional correspondence, please refer to your Case number **************.

      Sincerely, 
      Customer Advocacy Team 
      Corporate Offices of Check' n Go and Allied Cash Advance 
      P.O. Box 36454 
      Cincinnati, Ohio 45236-0454 

    • Initial Complaint

      Date:11/21/2022

      Type:Billing Issues
      Status:
      Answered
      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 contacted ********** for an anomaly on my credit report. It says I took out loans through Axcess Financial in *****. I’ve never taken out a loan in my lifetime and I live in California. I had ********** lock my credit report and contact Axcess Financial. Axcess Financial sent me a letter saying that they verified my identity by sending a one-time passcode to a random number some random number that submitted the loan application. How are they allowed to run this this fraudulent process without thorough verification?

      Business Response

      Date: 11/21/2022

      To Whom It May Concern: 

      We want to thank *** ******** ******* for contacting Check ‘n Go regarding ID Theft. We have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review. Once the Fraud team has completed their investigation, they will notify *** ******* of their results; either by letter or email. If the Fraud Analyst assigned to the case needs additional information, they will reach out to *** Emmanuel. If the case is confirmed for fraud, Check ‘n Go will work with him to remove any information on his credit file associated with the matter. 

      If you'd like to contact the Fraud Department directly, you may call ###-###-#### and one of our associates will be able to assist you. 

      Sincerely, 
      Customer Advocacy Team 
      Corporate Offices of Check' n Go and Allied Cash Advance 
      P.O. Box 36454 
      Cincinnati, Ohio 45236-0454 

    • Initial Complaint

      Date:10/14/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      March 2022 I stopped in at the Check-N-Go in Oak Park MI. They offered me a loan of $1500 to be paid over 18 months. The loan was from Xact/Capital Community Bank /Axcess Financial, which I never heard of. Recently, it was brought to my attention by my spouse, I have been paying $112.86 through bank EFT/ARCH payments every two weeks and my loan of $1500 should almost be paid in full. First we called Check N Go and they no longer do business with Xact.
      We called the company Xact to confirm the loan is almost paid since we were over $1300 in payments. To our surprise they said "No, you still owe over $1300". We have made 14 payments of $112.86, totaling $1580.04, from March 1, 2022 through September 30, 2022.

      I had them send the contract via email and for which we found out I was frauded and enticed into a scam loan. I have learned that the $1500 loan comes with a finance charge of $2,675.54 and at the end of the 18months we will have paid $4,175.54.

      This is referred to as a Rent-A-Bank Scheme. I have been frauded by Capital Community Bank in there tactics to circumvent state Usury Laws and this violates Michigan Usury Law for a loan, with an interest cap of 43% and I am being charged 168% which is a felony by Michigan Law. Xact/Capital Community Bank /Axcess Financial is under the Watch Dog List by the National Consumer Law Center and has been sued for there financial predatory practices.
      I want my loan contract to be cancelled and my balance to say "paid-in-full" immediately. They are to not contact me further. Debt is settled and they received their $1500 paid-in-full.

      Business Response

      Date: 10/17/2022

      Dear **** *******:

      Thank you for your
      correspondence regarding the Xact Loan terms and conditions. The Xact Loan is
      an installment loan originated and funded by Capital Community Bank (“CCBank”),
      a Utah Chartered bank, located in Provo Utah, Member FDIC.  We have reviewed your complaint and
      appreciate the opportunity to investigate the matter and provide a response.

      During our
      investigation we reviewed all documents, notes, and recorded phone
      conversations pertaining to your complaint. We found that you signed an
      Installment Loan Agreement with CCBank on 2/25/2022 for $1,500.00 with a
      finance charge of $2,675.54, for a total due of $4,175.54. The Installment Loan
      Agreement contained the Annual Percentage Rate of 167.77% along with the
      Finance Charge, Amount Financed, Total of Payments, and an 18-month Payment
      Schedule. Your complaint references the applicability of a Michigan law which
      limits charges on certain loans to about 43%. That law does not apply to the
      Xact loan since Xact loans are not offered pursuant to a Michigan Financing Law
      license. CCBank’s Xact Loan was designed to provide consumers, with little or
      poor credit histories, an opportunity to solve short-term financial needs and
      was created with the intent of providing consumers with a tool to build or
      establish their credit history, if properly managed.

      We acknowledge
      your request that further contact with you cease. Accordingly, your account has
      been updated to reflect a do not contact status. Please be aware this does not
      relieve your responsibilities under your agreement.

      We concluded that
      you were aware of, and subsequently approved the terms and conditions of the
      installment loan. We respectfully decline your request to forgive the remaining
      balance on your loan. Please be advised that CCBank is governed by both federal
      banking laws and the laws of the State of Utah and there is no limitation imposed
      on the interest rates associated with your loan.

      We trust this
      information is responsive to your request.

      Thank you,

      Xact Loan Customer
      Advocacy Department
      **** ********** **** ***** ***
      Cincinnati, Ohio,
      45236
      ***** ******** ********************

       

      Customer Answer

      Date: 10/17/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



      **** *******

      Business Response

      Date: 10/18/2022

      Thank you for your correspondence regarding the Xact Loan
      terms and conditions. We've received your rejection; however, no details were
      provided. We continue to support that our previous submission is responsive to
      your request.

      Thank you,

      Xact Loan Customer Advocacy Department
      7*** ********** **** ***** ***
      Cincinnati, Ohio, 45236
      ***** ********
      ********************

       


    • Initial Complaint

      Date:10/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 called the offices of access financial on September 21st and spoke with a representative that advised me that an agent will be returning my call. She informed me that further investigation questions will be asked concerning my fraud concerns. I have yet to receive a call from rose, the intended agent that was supposed to work my case.

      This company has fully lied to me and I never received any phone calls or emails. I have been severely defrauded out of my money and this company hasn’t taken one step into asking me any questions or providing a resolution. I have their number and have yet to speak with anyone. This company should be shut down and not in business. They have ruined my life and credit, I sent an email to providing all the necessary documents to validate my claim. I sent my ID showing that I reside in **, making me ineligible to even receive their loan products, police report filed concerning my ID Theft. I also sent them my credit report showing that there’s been an obvious fraud alert placed on my file, which they clearly ignored. Whenever there’s an extended fraud alert on a credit report, it warrants the company to do extra verification before disbursing funds.

      Business Response

      Date: 10/04/2022

      To Whom It May Concern,

      We would like to
      thank you for providing us with this feedback and we appreciate the opportunity
      to respond. We have completed a preliminary investigation and advise that the
      matter has been referred to our Fraud team for further review. Once the Fraud
      team has completed their investigation, they will notify you of their results;
      either by letter or email. If the Fraud Analyst assigned to your case needs
      additional information, they will reach out to you. If the case is confirmed
      for fraud, Check ‘n Go will work with you to remove any information on your
      credit file associated with the matter.

      Thank you,

      Customer Advocacy
      Team
      Corporate Offices
      of Check ‘n Go and Allied Cash Advance
      P.O. Box 36454
      Cincinnati, Ohio
      45236-0454
      Phone:
      ###-###-####
      Website:
      www.checkngo.com/contact

    • Initial Complaint

      Date:09/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 told the company on numerous occasions that I am a victim of fraud and I have no business with this company. I need them to remove these inquiries off of my credit and delete the fake profiles that they have of me in their database. They have been harassing me and disturbing me about a loan. All police reports and credit reports have been sent to them already.

      Business Response

      Date: 09/19/2022

      To Whom It May Concern: 

      We want to thank *** ****** ***** for contacting Check ‘n Go regarding ID Theft. The Company has investigated this complaint and offers the following explanation: we have completed a preliminary investigation and advise that the matter has been referred to our Fraud team for further review.? If the Fraud team determines that there was potential ID theft, a case will be opened, the fraud analyst assigned to the case will reach out to *** ***** to discuss the details of the investigation. If the case is confirmed for fraud, Check ‘n Go will work with *** ***** to remove any information on his credit file associated with matter.  

      Sincerely, 
      Customer Advocacy Team 
      Corporate Offices of Check' n Go and Allied Cash Advance 
      P.O. Box 36454 
      Cincinnati, Ohio 45236-0454 

      Customer Answer

      Date: 09/20/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I see that you refer to me as a sir, while I’m a woman, which goes to further validate how my identity has been stolen.

      My phone number was hacked 2 months ago, and I have since changed that.

      you claim that a device of mines was used to login to the platform, while I’ve clearly mentioned that my laptop and phones have all been replaced. 

       




      Regards,



      ****** *****

      Business Response

      Date: 09/28/2022

      To Whom It May Concern: 

      We want to thank *** ****** ***** for contacting Check ‘n Go regarding ID Theft. The Company has investigated this complaint and offers the following explanation; The loan in question has been reviewed by the company’s Fraud department and has been determined to be accurate and not a result of ID Theft. The Fraud department notes that no fraud indicators were found. The consumer information provided in this complaint matches the company’s records for the loan. The company respectfully declines the request to have the credit file removed as it has been determined to be accurately reported.


      Sincerely, 
      Customer Advocacy Team 
      Corporate Offices of Check' n Go and Allied Cash Advance 
      P.O. Box 36454 
      Cincinnati, Ohio 45236-0454 

    Axcess Financial Services is NOT a BBB Accredited Business.

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