Complaints
This profile includes complaints for Advance America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 325 total complaints in the last 3 years.
- 117 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was looking to take out a personal loan due to financial hardship. What I did not realize was that they were going into my bank account, disputing multiple payments I made for my car and also my credit cards, having me send the money back to them to "raise my credit score" so the loan can post to my account. Although my bank was able to credit back the multiple payments I made for my car and credit cards back to those companies, I now owe my bank almost $1,800 for the multiple fraudulent checks they deposited in to my account to send back to them. I am a 22 year old mother of a 6 month old and I do not nor can I afford to pay almost $1,800 back for checks that were not deposited by me.
Business Response
Date: 06/26/2025
June 26, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******* ***** * Complaint ID: ********
Dear Cindy:
Purpose
Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc. (“Advance
America”), is in receipt of a Complaint filed by ******* *****. We have
thoroughly reviewed and appreciate the opportunity to respond.
In the Complaint,
******* states, “I was looking to take out a personal loan due to financial
hardship. What I did not realize was that they were going into my bank account,
disputing multiple payments I made for my car and also my credit cards, having
me send the money back to them to "raise my credit score" so the loan
can post to my account. Although my bank was able to credit back the multiple
payments I made for my car and credit cards back to those companies, I now owe
my bank almost $1,800 for the multiple fraudulent checks they deposited in to
my account to send back to them. I am a 22 year old mother of a 6 month old and
I do not nor can I afford to pay almost $1,800 back for checks that were not
deposited by me. [sic].”
Please be advised that neither the communications nor the loan
described in the above complaint have any connection to Advance America. It is
evident that these communications are part of an effort to defraud customers,
like ******** by falsely claiming to represent our company. Advance America would
never deposit funds into a customer’s account only to request their immediate return.
Furthermore, Advance America does not operate brick-and-mortar storefront
locations in the state of New Jersey, nor does it offer online services to
residents of New Jersey.
If ******* suspects they may have fallen victim to a potential
scam, we strongly recommend they take immediate action to protect themselves
and report the incident. Here are the steps:
Visit the FBI's Internet Crime Complaint Center ***** ******* ** ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the IC3 website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Purpose
Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with NCA, I do not have a contract with NCA. They did not provide me with the original contract as I requested.Business Response
Date: 06/25/2025
June 25, 2025
Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: ******* ***** – Complaint ID: ********
Dear Cindy:
Advance
America, Cash Advance Centers of California, LLC (“Advance America”), is in
receipt of a Complaint filed by ******* ****** We have thoroughly reviewed and
appreciate the opportunity to respond.
In the Complaint,
******* states, “I am not liable for this debt with NCA, I do not have a
contract with NCA. They did not provide me with the original contract as I
requested. [sic].”
After a thorough review, we were unable to locate any accounts in
our system matching the personal information provided in ********* complaint.
We take all customer concerns seriously and would like to conduct a complete
investigation. We invite ******* to contact our dedicated Customer Care Team at
(844) 562-6480, where a representative can collect additional identifying
information and ensure their concerns are properly addressed.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
California, LLC, under any applicable laws, statutes,
or procedures.
Sincerely,
Ally P*****
Ally ******
Operational
Risk and Compliance ManagerBusiness Response
Date: 06/25/2025
June 25, 2025
Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: ******* ***** – Complaint ID: ********
Dear Cindy:
Advance
America, Cash Advance Centers of California, LLC (“Advance America”), is in
receipt of a Complaint filed by ******* ****** We have thoroughly reviewed and
appreciate the opportunity to respond.
In the Complaint,
******* states, “I am not liable for this debt with NCA, I do not have a
contract with NCA. They did not provide me with the original contract as I
requested. [sic].”
After a thorough review, we were unable to locate any accounts in
our system matching the personal information provided in ********* complaint.
We take all customer concerns seriously and would like to conduct a complete
investigation. We invite ******* to contact our dedicated Customer Care Team at
(844) 562-6480, where a representative can collect additional identifying
information and ensure their concerns are properly addressed.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
California, LLC, under any applicable laws, statutes,
or procedures.
Sincerely,
Ally P*****
Ally ******
Operational
Risk and Compliance ManagerInitial Complaint
Date:06/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for one of their loans. I sent all my information including name, address, ID, debit card number, bank info, and SS #.
This person assured me that I was approved. They even sent me a contract to sign , which sows my amount of patents and the number of payments.
I call the direct number given to verify and now the person from the company does not answer my calls.
I went online to get the company customer service number. First I went through the automated service. I ask to get a status on my application that has taken two-three weeks already. I use my phone number, and my SS#, and there is no application on file.
So I decide to ask to speak to a customer service representative, the system says it will take more than 10 minute wait time.
I was on the line more than 45 minutes.
I’m worried this company is a scam and this company already has all my personal information.Business Response
Date: 06/13/2025
June 13, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******* ****** – Complaint ID: ********
Dear Cindy:
ACSO of Texas,
L.P., d/b/a Advance America (“Advance America”), is in receipt of a complaint
filed by ******* ******. We have thoroughly reviewed and appreciate the
opportunity to respond.
In the
complaint, ******* states, “I applied for one of their loans. I sent all my
information including name, address, ID, debit card number, bank info, and SS
#. This person assured me that I was approved. They even sent me a contract to
sign , which sows my amount of patents and the number of payments. I call the
direct number given to verify and now the person from the company does not
answer my calls. I went online to get the company customer service number.
First I went through the automated service. I ask to get a status on my application
that has taken two-three weeks already. I use my phone number, and my SS#, and
there is no application on file. So I decide to ask to speak to a customer
service representative, the system says it will take more than 10 minute wait
time. I was on the line more than 45 minutes. I’m worried this company is a
scam and this company already has all my personal information. [sic].”
Please be advised that neither the communications nor loan described
in the above complaint have any connection to Advance America. It is evident
that these communications are part of an effort to defraud customers, like *******,
by falsely claiming to represent our company. We do not have any record of ******* requesting a loan.
If ******* suspects they may have fallen victim to a potential
scam, we strongly recommend they take immediate action to protect themselves
and report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center (IC3) website. This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the IC3 website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded ACSO of Texas, L.P., d/b/a Advance America, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I reached out to this company for a loan. I’ve been working with a loan officer by the name of Alex B****** for the past three days and i’ve been promised my money multiple times and still haven’t received it. i’ve done everything they have asked and I still don’t have my funds that I need to pay rent and bills with, money I was relying on.Business Response
Date: 06/12/2025
Advance America, Cash Advance Centers of Nevada, Inc. (“Advance
America”), is in receipt of a complaint filed by ***** *****. We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ***** states, “I reached out to this company for
a loan. I’ve been working with a loan officer by the name of Alex B****** for
the past three days and i’ve been promised my money multiple times and still
haven’t received it. i’ve done everything they have asked and I still don’t
have my funds that I need to pay rent and bills with, money I was relying on.
[sic].”
Please be advised that neither the communications nor loan described
in the above complaint have any connection to Advance America. It is evident
that these communications are part of an effort to defraud customers, like *****,
by falsely claiming to represent our company. We do not have any record of
***** requesting a loan.
If ***** suspects they may have fallen victim to a potential scam,
we strongly recommend they take immediate action to protect themselves and
report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center (IC3) website at ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the IC3 website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
Nevada, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Advance America employee " **** ******** **** *********called asking for money to complete the loan transaction of a $8000 loan. in order to complete the loan asked increments 4 deposits $500 5-23-2025 using ******* money cards in one day and $3000 in cash 5-24-2025 using ******* today now demanding another $5000 using more ******* money cards. NOT thinking it thru i deposited $1500 if ******* money cards. He told me to show pictures of the receipt and the card vin number dates on the phone, i went the bank to withdraw another $3000 the teller from ***** ALERTED me that was a scam and close my account until this was resolved. the deposits of $3000 were verified fake deposits into my account by chase using fake code for the cashier at ******* to scan that did not workBusiness Response
Date: 06/02/2025
June 2, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: *** ***** ** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of California, LLC (“Advance
America”), is in receipt of a complaint filed by *** ***** *** We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, *** states, “Advance America employee "
**** ******** **** *********called asking for money to complete the loan
transaction of a $8000 loan. in order to complete the loan asked increments 4
deposits $500 5-23-2025 using ******* money cards in one day and $3000 in cash
5-24-2025 using ******* today now demanding another $5000 using more *******
money cards. NOT thinking it thru i deposited $1500 if ******* money cards. He
told me to show pictures of the receipt and the card vin number dates on the
phone, i went the bank to withdraw another $3000 the teller from ***** ALERTED
me that was a scam and close my account until this was resolved. the deposits
of $3000 were verified fake deposits into my account by chase using fake code
for the cashier at ******* to scan that did not work [sic].” *** provided their
loan documentation with their complaint.
Please be advised that the communications described in the above complaint
have no connection to Advance America. It is evident that these communications
are part of an effort to defraud customers, like ***, by falsely claiming to
represent our company. Advance America would never request or require a
customer to purchase a gift card for any purpose whatsoever. Additionally,
Advance America does not own or operate the phone numbers, “(415) 340-427” or “(415)
295-6142.” Lastly, Advance America does not offer loans of eight thousand
dollars ($8000) in the state of California.
If *** suspects they may have fallen victim to a potential scam,
we strongly recommend they take immediate action to protect themselves and
report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center ***** ******* ** ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the IC3 website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
California, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally
P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since. 2022 as far as the reviews go back ,this company is not legit and if it is a legit company wouldn’t this problem be fixed by now ,when they call they tell you “we are in the top 5 on ****** in business for so many years if this information has been stolen after three plus years couldn’t they do something about it ???? on May 20 2025 I was scammed for $450. They deposited a cheque into my account and took the money out, they lead you on going for cards at *** and getting an ***** **** and sending it back and forth back-and-forth back-and-forth for 2 full days if it is legit business, they should have some kind of protection on the website after all this time stopping the scammers
Just askingBusiness Response
Date: 06/02/2025
June 2, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ********* ****** * ********* *** ********
Dear Cindy:
Purpose Financial, Inc. f/k/a Advance America, Cash Advance
Centers, Inc. (“Advance America”), is in receipt of a complaint filed by ********* ******* We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ********* states, “Since. 2022 as far as the
reviews go back ,this company is not legit and if it is a legit company
wouldn’t this problem be fixed by now ,when they call they tell you “we are in
the top 5 on ****** in business for so many years if this information has been
stolen after three plus years couldn’t they do something about it ???? on May
20 2025 I was scammed for $450. They deposited a cheque into my account and
took the money out, they lead you on going for cards at *** and getting an ***** Card and sending it back and forth back-and-forth back-and-forth for 2
full days if it is legit business, they should have some kind of protection on
the website after all this time stopping the scammers Just asking [sic].”
Please be advised that the communications described in the above complaint
have no connection to Advance America. It is evident that these communications
are part of an effort to defraud customers, like ********** by falsely claiming
to represent our company. Advance America would never request or require a
customer to purchase a gift card for any purpose whatsoever. Furthermore,
Advance America would never deposit funds into a customer’s account only to
request their immediate return. Lastly, Advance America does not operate
brick-and-mortar storefront locations in the state of Pennsylvania, nor does it
offer online services to residents of Pennsylvania.
If ********* suspects they may have fallen victim to a potential
scam, we strongly recommend they take immediate action to protect themselves
and report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center ***** ******* ** ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the IC3 website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Purpose Financial, Inc. f/k/a Advance
America, Cash Advance Centers, Inc., under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Ally
P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was trying to get a loan a loan it was approved April 23rd to consolidate some bills they deposit some money into my account cuz they said they had to verify my account I was not comfortable with it so I returned the money they turned around took the money out again out of my account put my account negative I have proof that I sent them the money they are still sending me money in my account and want me to send that money back I am not comfortable with this.
I told them I did not think this was legit and that I even wanted to talk to a supervisor. They reversed some of the mobile deposit checks and that is why my account is overdrawed I would like for it to get back being positive and instead of a negative balance and I have told them over and over that's what I want and they said once we get your account verified 3 times we will give you your loan money and give you the negative money back.
I'm not comfortable at allBusiness Response
Date: 05/07/2025
May 7, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ********** *** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Indiana, Inc. (“Advance
America”), is in receipt of a complaint filed by ********** **** We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ********** states, “I was trying to get a loan a
loan it was approved April 23rd to consolidate some bills they deposit some
money into my account cuz they said they had to verify my account I was not
comfortable with it so I returned the money they turned around took the money
out again out of my account put my account negative I have proof that I sent
them the money they are still sending me money in my account and want me to
send that money back I am not comfortable with this. I told them I did not
think this was legit and that I even wanted to talk to a supervisor. They
reversed some of the mobile deposit checks and that is why my account is
overdrawed I would like for it to get back being positive and instead of a
negative balance and I have told them over and over that's what I want and they
said once we get your account verified 3 times we will give you your loan money
and give you the negative money back. I'm not comfortable at all. [sic]” **********
provided screenshots of the loan documents and messages from “Priority loan
Servicing” and “Cash Priority Loan Servicing” with their complaint.
Please be advised that the communications described in the above complaint
have no connection to Advance America. It is evident that these communications
are part of an effort to defraud customers, like **********, by falsely
claiming to represent our company. Furthermore, Advance America does not
operate under the conditions described above, to deposit funds into a
customer’s account only to request their immediate return. Lastly, Advance
America is not affiliated with the business names, “Priority Loan Servicing” or
“Cash Priority Loan Servicing.”
If ********** suspects they may have fallen victim to a potential
scam, we strongly recommend they take immediate action to protect themselves
and report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center ***** ******* ** ********************* This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the *** website, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
Indiana, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally
P*****
Operational
Risk and Compliance ManagerInitial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 22, 2025, I accidentally submitted a payment to Advance America through their online portal, unaware that I had already scheduled a payment for April 28, 2025. Upon realizing the mistake, I immediately contacted Advance America to request a refund for the unintended payment.
I was informed that since the payment was processed as an ACH transaction, they are unable or unwilling to issue a refund—even though the payment was made in error and the originally scheduled one is still set for later this month. This has placed an unnecessary financial burden on me.
To make matters worse, the manager at the location I contacted gave me an incorrect phone number for the corporate office, which only added to my frustration and delayed any attempt at escalation or resolution.
I believe this situation reflects poor customer service and a lack of flexibility in handling honest mistakes. The funds have not cleared my account yet, and I acted quickly to try to resolve the issue.
Desired Outcome:
• Refund of the accidental ACH payment made on April 22, 2025
• An apology for the misinformation provided by the manager
• A review and adjustment of their policies regarding ACH payments and customer support, to prevent future issues like thisBusiness Response
Date: 04/29/2025
Advance
America, Cash Advance Centers of Oklahoma, Inc. (“Advance
America”), is in receipt of a complaint submitted by ******* ********. We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ******* states, “On April 22, 2025, I
accidentally submitted a payment to Advance America through their online
portal, unaware that I had already scheduled a payment for April 28, 2025. Upon
realizing the mistake, I immediately contacted Advance America to request a
refund for the unintended payment. I was informed that since the payment was
processed as an ACH transaction, they are unable or unwilling to issue a
refund—even though the payment was made in error and the originally scheduled
one is still set for later this month. This has placed an unnecessary financial
burden on me. To make matters worse, the manager at the location I contacted
gave me an incorrect phone number for the corporate office, which only added to
my frustration and delayed any attempt at escalation or resolution. I believe
this situation reflects poor customer service and a lack of flexibility in
handling honest mistakes. The funds have not cleared my account yet, and I
acted quickly to try to resolve the issue. Desired Outcome: • Refund of the accidental
ACH payment made on April 22, 2025 • An apology for the misinformation provided
by the manager • A review and adjustment of their policies regarding ACH
payments and customer support, to prevent future issues like this [sic].”
According
to our records, ******* entered into a Customer Loan Agreement (“Agreement”)
with Advance America on March 31, 2025. Pursuant to the Agreement, *******
agreed to repay an amount of two thousand two hundred eighty-seven dollars and
ninety-one cents ($2287.91) in twenty-five (25) bi-monthly installments of
eighty-eight dollars ($88) and one (1) final installment of eighty-seven
dollars and ninety-one cents ($87.91) due on March 30, 2026. On April 4, 2025,
******* submitted an ACH payment in the amount of one hundred seventy-seven
dollars ($177) which cleared. This payment satisfied installment payment number
one (1) and the remaining balance went towards principal. On April 22, 2025,
******* submitted an ACH payment in the amount of eighty-eight ($88) dollars
which satisfied installment payment number two (2). *******’s next payment is
due on May 12, 2025.
In
accordance with federal banking regulations, we are unable to cancel or reverse
an ACH transaction once it has been initiated in our payment processing system.
Regarding
*******’s concern about potential duplicate payments, the payment that successfully
processed on April 22, 2025, satisfied their second installment obligation.
Consequently, no additional payment was scheduled or processed on April 28,
2025, which was the original due date. Our records indicate several unsuccessful
attempts were made to reach ******* by phone to discuss their concerns.
Following our recommendation via email, ******* contacted our Customer Care
Team on April 28, 2025. During this conversation, while we explained that we
could not refund the April 22 payment as it was properly applied to the account,
******* was offered and chose to revoke the electronic payment authorization on
their account. This option will allow ******* to schedule and make all future
payments manually according to their preference.
Should
******* have any further questions or concerns regarding this loan, they may
reach out to *************************************.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
Oklahoma, Inc., under any applicable laws, statutes,
or procedures.
Sincerely,
Ally P*****
Operational
Risk and Compliance ManagerCustomer Answer
Date: 04/29/2025
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 account. To Whom It May Concern, I am writing to inform you that while I do not agree with your decision to deny my refund request for the double payment made in error, I will not be pursuing further action. However, I want to make it clear that I find the level of professionalism demonstrated in handling this matter to be unacceptable. Supervisor should review all recorded conversations and train their employees how to communicate better and listen better. Highly disappointed with services and will be paying it off loan as soon as I can. God bless you all who are involved. I hope this feedback serves as an opportunity for improvement in your customer service practices.
Regards,
******* ********Initial Complaint
Date:04/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Failure to return CSO fee for early loan payoff. Company blames state for fee yet Advance America has control over funds. Failure to disclose at time of payoff I was getting charged $188 to pay my loan of Ealy in the form of a CSO fee. Requested $188 be returned to meBusiness Response
Date: 04/22/2025
April 22, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ***** *** * ********* *** ********
Dear Cindy:
ACSO
of Texas, L.P., d/b/a Advance America (“Advance
America”), is in receipt of a complaint submitted by ***** ***. We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ***** states, “Failure to return CSO fee for
early loan payoff. Company blames state for fee yet Advance America has control
over funds. Failure to disclose at time of payoff I was getting charged $188 to
pay my loan of Ealy in the form of a CSO fee. Requested $188 be returned to me
[sic].”
In
Texas, Advance America operates as a Credit Services Organization (CSO), which assists
customers in obtaining loans by issuing a Guaranty to a third-party lender on
behalf of borrowers for a fee (the “CSO Fee”). If approved by the Lender, the
loan amount includes the amount financed for the borrower plus a CSO Fee that
is paid directly to Advance America for its services. Advance America then closes
the loan on behalf of the lender and delivers the loan proceeds to the customer
as applicable.
According
to our records, on February 7, 2025, ***** entered into a Contract for Purchase
of Credit Services with ******* *******, which provided for a total CSO Fee of
one thousand eight hundred ninety-two dollars and eighty cents ($1892.80) as
well as a Loan Agreement with the ******* Funding TX 1, LLC (********** in the
principal amount of two thousand eight hundred ninety-two dollars and eighty
cents ($2,892.80). Pursuant to the Loan Agreement with ******** ***** agreed to
repay a total of three thousand forty-four dollars and ten cents ($3044.10) in
twenty-five bi-weekly installments of one hundred seventeen dollars and eight
cents ($117.08) and one (1) final installment of one hundred seventeen dollars
and ten cents ($117.10) due on February 6, 2026. As of April 4, 2025, *****
made payments totaling four hundred seventy-one dollars and twenty-four cents
($471.24). On April 5, 2025, ***** paid one thousand forty-nine dollars and
thirty-one cents ($1049.31) to satisfy the loan, which reflected all accrued
interest on outstanding principal through that date. As a result of the early payoff,
a substantial portion of the original CSO Fee was rebated per the terms of the CSO
Agreement. ***** paid a total of four hundred seventy-eight dollars and
sixty-six cents ($478.66) in CSO Fees to Advance America.
We
believe the interest and fees that ***** paid were correct and accurate for his
transaction, consistent with the terms of both the CSO Agreement and the Loan
Agreement.
Should
***** have any further questions or concerns regarding this loan or Advance
America’s CSO services, they may reach out to
**************************************
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded ACSO of Texas, L.P., d/b/a Advance America, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally
P*****
Operational
Risk and Compliance ManagerCustomer Answer
Date: 04/25/2025
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.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
***** ***Initial Complaint
Date:04/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was in the process of a loan application with Advance America and should've known it was a scam. This happened on 3/27/2025. The loan agent informed me that there will be deposits to my bank account after I had given him my bank info, and I would need to reimburse them. This is to verify my bank account. As he was depositing increments of $160 3 times, to my account, he kept saying don't look at my bank and don't leave the screen. He said prior that he was going to deposit $1200 and I have to send it back. Then he can deposit my loan request of $3000. After the money was deposited, he then walked me through Apple Wallet to add a card from their company and add the amount which is $1200. The first card didn't work so he got another one. As soon as the $1200 was put on the card and sent to them, it got connected to my bank and my bank flagged it. The loan agent then said that the bank rejected the transaction and that I need to call them to authorize it. That's when I said no I don't wanna do this. But then it was too late. The bank called and when I called them back, they said all of the accounts, which were 3, are going to be foreclosed due to fraud. As of 4/2/2025, the $1200 had been charged so I've been overdrawn.Business Response
Date: 04/10/2025
April 10, 2025
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******** ******* * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of California, LLC (“Advance
America”), is in receipt of a complaint filed by ******** ******** We have
thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ******** states, “I was in the process of a loan
application with Advance America and should've known it was a scam. This
happened on 3/27/2025. The loan agent informed me that there will be deposits
to my bank account after I had given him my bank info, and I would need to
reimburse them. This is to verify my bank account. As he was depositing
increments of $160 3 times, to my account, he kept saying don't look at my bank
and don't leave the screen. He said prior that he was going to deposit $1200
and I have to send it back. Then he can deposit my loan request of $3000. After
the money was deposited, he then walked me through ***** ****** to add a card
from their company and add the amount which is $1200. The first card didn't
work so he got another one. As soon as the $1200 was put on the card and sent
to them, it got connected to my bank and my bank flagged it. The loan agent
then said that the bank rejected the transaction and that I need to call them
to authorize it. That's when I said no I don't wanna do this. But then it was
too late. The bank called and when I called them back, they said all of the
accounts, which were 3, are going to be foreclosed due to fraud. As of
4/2/2025, the $1200 had been charged so I've been overdrawn..” (sic)
Please be advised neither the loan nor the communications
described in the above complaint, have any connection to Advance America. It is
evident that these communications are part of an effort to defraud customers,
like ********, by falsely claiming to represent our company. Advance America
would never operate under the conditions described in the above complaint, to
deposit funds into a customer’s account only to request their immediate return.
If ******** suspects they may have fallen victim to a potential
scam, we strongly recommend they take immediate action to protect themselves
and report the incident. Here are the steps we advise:
Visit the FBI's Internet Crime Complaint Center (IC3) website at . This official resource provides comprehensive guidance on reporting cyber-related crimes and scams.
File a detailed report on the *** *******, including all relevant information about the suspicious transaction or communication.
Keep all documentation related to the potential scam, such as emails, text messages, or financial records, as these may be crucial for any investigation.
Consider placing a fraud alert on her credit reports with the major credit bureaus to prevent further unauthorized activities.
Monitor all financial accounts closely for any unusual activity and report any discrepancies to the respective financial institutions immediately.
Please note, legitimate organizations will never pressure
customers to act hastily or share sensitive information through unsecured
means.
This letter is written under a full reservation of rights and is
not intended to be, nor should it be construed as, any admission of liability
or as a waiver of any rights afforded Advance America, Cash Advance Centers of
California, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally
P*****
Operational
Risk and Compliance ManagerCustomer Answer
Date: 04/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** *******
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