Complaints

This profile includes complaints for Advance America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Advance America

  322 Rhett Street Greenville, SC 29601

  
• 

  Advance America

  1119 Homestead Rd N Unit 18 Lehigh Acres, FL 33936-6038

• 

  Advance America

  1978 Pat Thomas Pkwy Quincy, FL 32351-8785

• 

  Advance America

  1607 Main St Unit B Chipley, FL 32428-5992

• 

  Advance America

  1310 SR 331 Unit 103 Defuniak Springs, FL 32435

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:01/05/2024

  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 have paying on this loan which originally was only $2260
  I have been paying on it since June 2023. Even time I made a payment
  It would go down the 350 and then by the next month when payment was due
  It was all the way back up to $2260. In December I decide with the help of my best friend
  Ken, we made the regular payment ($350) and then a extra $350 to try and paydowm principal.
  It seems to work at first bringing down the total value to $1889 I belive.
  But they just held the payment till January 2024. Which was not supposed to happen.
  I was told to come in in January and not call 1 800 line or pay online as she could probably do what I wanted.
  I was noticing that the value of the loan kept shooting up. The final number was $2195.97 I believe.
  So it looked to me that my extra payment just vanished, and the owed amount kept rising. It didn't even look like itcapplied. So I went into store with the rest of the money I owed them thanks to my friend. I was asking where the extra payment went and if you keep adding money at this point I will owe you closer to 3k then the original value.
  It went from $1889 back to $2195 in just a month. It's still going up. They looked confused like me and called corporate and got told all my payments where applied. I told the lady in was getting angry that I'm getting ripped off of what seems like 700 bucks or at least one payment. I believe these practices are illeagal and belive the BBB already got a case over your practices of 328% interest. I just want to pay and be done. While I was waiting for the corporate call to look into issues at the store, 3 or 4 other people cane in with some of the same issue. One was very verbal about his felling of being ripped off. My friend was on the phone on speaker the whole time. The ladies informed me that they will talk to and give proof to whomever I need. As I just saw I'm the only one. And the information reflected to customers is different from what the see. But the end principal is listed the same. So they didn't understand any of it. I just want the over payments returned. If you need anything more let me now. Thanks

  

  Business Response

  Date: 01/12/2024

  January 12, 2024
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       ******* ****, Complaint ID ********
  
  Dear Ms. R*****:
  
  Advance America, Cash Advance Centers of Missouri, 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 have been paying on
  this loan which originally was only $2260 I have been paying on it since June
  2023.” ******* **** states they tried to pay down the principal with an extra
  payment in December, however, “…they just held the payment til January 2024.” Michael
  Good states, “I believe these practices are illeagal (sic) and belive (sic) the
  BBB already got a case over your practices of 328% interest.” Lastly, ******* **** is looking for a refund.
  
  According to our records, ******* **** entered into a Customer
  Loan Agreement (“Agreement”) with the Advance America storefront located at
  **** ** ******** ****** **** *** ******** ** ***** on June 24, 2023. Pursuant
  to the Agreement, ******* **** agreed to repay an amount of eight thousand four
  hundred five dollars and sixty-five cents ($8405.65) in twenty-three monthly
  payments of three hundred fifty dollars and twenty-seven cents ($350.27) and
  one (1) final payment of three hundred forty-nine dollars and forty-four cents
  ($349.44) due on July 3, 2025. As of December 1, 2023, ******* **** made total
  payments of one thousand seven hundred fifty-one dollars and thirty-five cents
  ($1751.35) as agreed. On December 13, 2023, an additional payment was made of
  three hundred fifty dollars and twenty-seven cents ($350.27). On January 3,
  2024, ******* **** paid the loan in full and no longer owes a balance to
  Advance America.
  
  After receiving ******* ****’s complaint, an investigation was
  completed. It was found that the Point-of-Sale system is working as intended.
  If ******* **** made the extra payment on the December 1, 2023, due date, the
  full three hundred fifty dollars and twenty-seven cents ($350.27) would have gone
  entirely towards the principal balance. Instead, two hundred twenty-three
  dollars and eighty-seven cents ($223.87) went towards the principal balance and
  the remaining one hundred twenty-six dollars and forty cents ($126.40) went
  towards interest.
  
  We believe that the loan Agreement, including the TILA
  disclosures, fully complies with applicable state and federal law. The terms
  were provided to ******* **** for review prior to their signature.  Should ******* **** have further questions
  regarding their Agreement, they may reach out to the Customer Care Team at ***** *********
  
  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
  Missouri, Inc. under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  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.

  On December 11, 2023, I received a phone call that I approved for a loan. The caller expressed that I needed to verify information from my application. I applied for a payday loan, that never came after being told it would. I noticed claim reversals in my account afterwards. I was told the bank would call me and I received two calls where the rep states, no worries we have canceled the claims. Never happened until I repeatedly called. The initial contract from this loan approval states Advance America. Sent to me from a Don S**** via docusign. I looked further into this issue to find out that someone is using my information to infiltrate my financial information.

  

  Business Response

  Date: 01/05/2024

  January 5, 2024
  
  Ms. Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  RE:         ****** ********* ********* ** ********
  
  Dear Ms. R*****:
  
  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 they
  were contacted on December 11, 2023, regarding a loan application. ****** ******** states, “I noticed claim reversals in my account” and “I was told the
  bank would call me and I received two calls where the rep states, no worries we
  have canceled the claims.” ***** ******** states the application and approval
  came from Advance America in the way of “Docusign.”
  
  After a diligent search of our records, there
  were no accounts using the personal information provided in ****** ********* complaint. Advance America employees do not utilize “Docusign” for customer
  loan agreements. Lastly, Advance America does not operate any brick-and-mortar
  storefronts in the state of Georgia, nor does it offer online services to Georgia
  residents.
  
  The communications complained appear to be
  part of an effort to defraud customers, like ****** ********, by falsely
  claiming to represent Advance America and further appear to be using improper
  and illegal collection practices while doing so. Advance America has previously
  communicated similar efforts to state and federal regulators as well as the
  Federal Bureau of Investigation and local law enforcement agencies.
  
  We recommend that ****** ******** continue to document all details of any such communications
  in the future, not disclose any personal information to the individuals, and,
  if appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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*****
  Senior Compliance Governance & Risk Analyst

  Customer Answer

  Date: 01/05/2024

  [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,
  
  
  
  ****** *********

• Initial Complaint

  Date:01/04/2024

  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.

  Advance America toke money out of my bank account using ****i been paying them.why go in the store to pay my bill. when i sign up for you to take out at my bank.you waited two months.but you had no problem taking it today.

  

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  Cindy R*****
  Better Business Bureau
  *** ***** ****** ******* **** *
  Greenville, SC 29601
  
  
  RE:       ******** *****, Complaint ID ********
  
  Dear Cindy:
  
  Advance America, Cash Advance Centers of Tennessee, 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 “Advance America toke
  (sic) money out of my account using ***.” ******** ***** states they have been
  making payments. ******** ***** states “why do in the store to pay my bill.
  when i (sic) sign up for you to take out at my bank.”
  
  According to our records, ******** ***** entered into a Customer
  Loan of Credit (“LOC”) Agreement (“Agreement”) with the Advance America storefront
  located at 4222 Asheville Hwy, Knoxville, TN 37914 on February 1, 2022. ******** ***** was approved to make draws of up to four hundred ninety-five dollars
  ($495). On February 1, 2022, ******** ***** requested and received a draw of
  four hundred ninety-five dollars ($495). On August 1, 2023, ******** ***** requested
  a draw of one hundred sixty dollars ($160). At that time, the expected method
  of payment was changed from debit card to cash per the customer’s request. ******** ***** had adhered to the agreed-upon payment schedule up to September 29, 2023.
  When no further payments were made, a notice to cure was mailed to ******** ***** on November 13, 2023.
  
  As of December 23, 2023, ******** ***** did not rectify the
  overdue balance. This failure led to the issuance of a Notice of Default, and a
  schedule for Remotely Created Checks (RCC) sent to the address of record. The
  notice outlined that the outstanding balance would be divided into four (4)
  payments of two hundred ninety0nine dollars and two cents ($299.02) each, with
  electronic withdrawals commencing monthly from December 30, 2023, onwards.  On December 30, 2023, an RCC payment was made
  and cleared. The RCC authorization was revoked on January 3, 2024, per the
  request of ******** *****. On January 6, 2024, ******** ***** requested a
  repayment plan with the first payment of seventy-one dollars and seventy-six cents
  ($71.76) due on February 1, 2024.
  
  Despite our attempts, we have been unable to make contact with
  ******** ***** in relation to the complaint. We recommend ******** ***** reach
  out to the Divisional Director of Operations, Kiesha B********* at ***** ******** to discuss details regarding their complaint.
  
  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
  Tennessee, Inc. under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk
  Analyst

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  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.

  On Dec 21, 2023, I, as well as my stepfather, was contacted by someone from +1 ***** ********. A voicemail was left stating as if the person was a government officer looking to serve me documents. When I called the number back, very little information was able to be provided. I was then given a number ***** ******** to call who identified themself as an Advance America representative. She provided my information and then proceeded to threaten me that I need to get a lawyer because I had “committed the crime of defrauding a financial institution”. Unaware of what she was referring to, I attempted to get information in which she was unwillingly to answer but yet she had ALL of my personal information. She informed me that they aren’t looking to seek funds but are taking me to court in which I have NEVER received any documentation or communication stating that prior to this phone call on 12/21/2023. I was recently contacted again on 12/27/2023 with another threatening voicemail which makes me feel intimidated to further communicate with anyone from this company. I would like them to CEASE AND DESIST from further communication in threatening and harassing manners.

  

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       ******** ********* ********* ** ********
  
  Dear Ms. R******
  
  Advance America, Cash Advance Centers of Florida, 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 they as well as family
  members were contacted by phone number “+ (**** ********” around December 21,
  2023, stating they were going to be served documents because they “committed the
  crime of defrauding a financial institution.” ******** ******** states that the
  representative was from Advance America. ******** ******** further states they
  have been left multiple threatening voicemails as well.
  
  According to our records, ******** ******** entered into a Customer
  Loan Agreement (“Agreement”) with Advance America on June 12, 2021. Pursuant to
  the Agreement, ******** ******** agreed to repay an amount of one thousand two
  hundred ninety-six dollars and seventeen cents ($1296.17) in five bi-monthly
  payments of two hundred sixteen dollars and three cents ($216.03) and one (1)
  final payment of two hundred sixteen dollars and two cents ($216.02) due on
  September 3, 2021. ******** ******** made a payment of two hundred sixteen
  dollars and three cents ($216.03) on June 25, 2021, as agreed. When no further
  payments were made, the loan entered default on August 9, 2021, which halts all
  interest from accruing. ******** ******** made a default payment of four
  hundred dollars ($400) on August 17, 2021. After multiple unsuccessful attempts
  to contact ******** ******** regarding their past due balance and no further
  payments were received, the loan account was sold to **** **** ******* on July
  3, 2022, with a balance due of seven hundred thirty dollars and fourteen cents
  ($730.14).
  
  **** **** ******* confirmed there was no right party contact with
  ******** ******** and the loan account was closed on October 3, 2022, therefore
  all activity has ceased.
  
  The communications complained appear to be part of an effort to
  defraud customers, like ******** ********* by falsely claiming to represent
  Advance America and further appear to be using improper and illegal collection
  practices while doing so. Advance America would never threaten a customer with
  legal action that could not lawfully be undertaken, nor would it condone such
  behavior by third parties acting on its behalf. Advance America has previously
  communicated similar efforts to state and federal regulators as well as the
  Federal Bureau of Investigation and local law enforcement agencies.
  
  We recommend that ******** ******** continue to document all details of any such communications
  in the future, not disclose any personal information to the individuals, and,
  if appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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
  Florida, LLC under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk Analyst

  Customer Answer

  Date: 01/12/2024

  [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,
  
  
  
  ******** ********

• Initial Complaint

  Date:12/26/2023

  Type:Product 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 doesn't even do loans in Oregon, yet somehow they can still take money out of my bank account, which is in Oregon. Please return money (which was taken and now I can't purchase my holiday groceries). Happy holidays for no one in my house. Cease your fraudulent practices.

  

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  
  RE:       ********* ***, Complaint ID ********
  
  Dear Ms. R*****:
  
  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 “This business doesn’t
  even do loans in Oregon, yet somehow they can still take money out of my bank
  account, which is in Oregon.” ********* *** states they would like the funds
  returned.
  
  After a diligent search of our records, there were no accounts
  found using the personal information provided in ********* ***’s complaint. We
  have attempted to contact ********* *** to obtain further information, however,
  have been unsuccessful. ********* *** may contact the Advance America Customer
  Service Team at ***** ******** to provide further information regarding the debit
  transaction. We will be happy to assist ********* *** further.
  
  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*****
  Senior Compliance Governance & Risk Analyst

• Initial Complaint

  Date:12/21/2023

  Type:Billing Issues
  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 received an email stating I owed a loan of $300 to a loan company and I have 24 hours to pay or it will goes to court. See the following:
  We are representing ADVANCE CASH AMERICA. Founded in 1997, Advance America, Cash Advance Centers, Inc. is the country's leading provider of non-bank financial services, with approximately 2,100 centers across the country. The Company is a founding member of the Community Financial Services Association of America (CFSA), whose mission is to promote laws that provide substantive consumer protections and to encourage responsible industry practices. Advance America is a wholly owned subsidiary of Grupo Elektra, one of the largest Latin American providers of banking services, consumer finance and specialty retailing.
  The loan you have taken out became delinquent and the company has full rights to press charges on you.
  Details are below.
  Loan Amount: $300.00
  Total Outstanding Balance (Due Amount): $1120.00 (Including Late Fee, Penalty, Affidavit Charges and Rate of Interest Charges.)
  We have more evidence such as the Bank Account, Account & Routing Number, References (With Phone Numbers), Driving License, Employer Name & Address, IP Address and many more.
  One Time Settlement Offer:
  1: $400.00 (Has to be paid Today).
  2: $750.00 (If Paid Within This Week)
  3: $200.00 (Bi-weekly starting from today until paid in full)
  Or the Entire balance of $1120.00 within the next 30 days.
  Consequences (Further Legal Steps):
  1: Lawsuit Filed Under Several Sections.
  2: Your Employer Will Be Informed.
  3: Credit Bureaus Will Be Notified So That It Could Be Reported To Your Credit.
  4: References Will Be Informed.
  5: A Day In Court.
  6: Garnishment Of Your Paycheck.
  Let us know whether you opt for a one time settlement or payment arrangement for the whole amount so that the account can be updated.
  Since this loan account is very past due so we would appreciate it if you give this matter your earliest attention as this account has to be updated

  

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  
  RE:         ******* ******** ********* ** ********
  
  Dear Ms. R******
  
  Purpose Financial, Inc. f/k/a Advance America,
  Cash Advance Centers, Inc. (“Advance America”) is in receipt of a notification
  filed by ******* *******. We have thoroughly reviewed and appreciate the opportunity to respond.
  
  In the notification, ******* ******* states, “I
  received an email stating I owed a loan of $300 to a loan company and I have 24
  hours to pay or it will goes (sic) to court.” ******* ******* states, “See the
  following: We are representing ADVANCE CASH AMERICA.” ******* ******* states
  the amount of the debt attempting to be collected is “…1120.00 (including late
  fee, penalty, affidavit charges and Rate of Interest Charges).”
  
  After a diligent search of our records, there
  were no accounts using the personal information provided in ******* *******’s
  complaint. Advance America does not have brick and mortar storefront locations
  in the state of New Jersey, nor do we offer online services to residents of New
  Jersey. Advance America is not affiliated with the business named “Advanced Cash
  America.” Lastly, Advance America would never threaten a customer with legal
  action that could not lawfully be undertaken, nor would it condone such
  behavior by third parties acting on its behalf.
  
  The communications complained appear to be
  part of an effort to defraud customers, like ******* *******, by falsely
  claiming to represent Advance America and further appear to be using improper
  and illegal collection practices while doing so. Advance America has previously
  communicated similar efforts to state and federal regulators as well as the
  Federal Bureau of Investigation and local law enforcement agencies.
  
  We recommend that ******* ******* continue to document all details of any such communications in
  the future, not disclose any personal information to the individuals, and, if
  appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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*****
  Senior Compliance Governance & Risk
  Analyst

  Customer Answer

  Date: 12/22/2023

  [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,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/11/2023

  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.

  Today (12/11/2023) I received a phone call from an unknown (to me) phone number. The number was **********. When I answered I was asked if this was (my name) I said yes how can I help you and the caller identified himself as being from Advance America. I told him not to call and that I definitely had not given my permission for anyone to call me at 7 a.m to which he replied why did I apply for a loan. I did not, not with them or whatever affiliates they have. I told him I didn't and that he didn't have permission to call me and I would be contacting the BBB to which he responded **** *** *****. I said it back and hung up. I looked up their sketchy looking website and tried to contact their customer service department but was told per automated system that they were unable to find an account for me in their system. I called the number back to verify that I had gotten the name of the company right and informed the guy that answered again that I was reporting him to the better business bureau to which his response again was **** *** *****. My first complaint was being called at 7 a.m. I have given no company permission to call me so early and that is not a business hour, secondly of course was the vulgar nature of this phone call. My 7 year old was in bed right next to me and heard the whole thing and is now scared having heard someone talk to me like that, 3rd having worked know customer service for more than 20 years myself I can assure you there was no need for that and he had the option to simply hang up but chose to be rude and aggressive and make vulgar statements to me in front of my child. I would like this to be a formal complaint with follow up that something has been done or said to Advance America. This is completely unacceptable and I am asking your help in this situation. Thank you

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:         ******* ****, Complaint ID ********
  
  Dear Ms. R******
  
  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 they
  were contacted by someone using the phone number “**********” was from Advance
  America. Additionally, ******* **** states, the individual on the phone was
  using vulgar language, was rude, and aggressive.
  
  After a diligent search of our records, there
  were no accounts using the personal information provided in ******* ****’s
  complaint. Advance America would never threaten a customer, nor would it
  condone such behavior from third parties acting on its behalf. Additionally,
  Advance America does not have brick and mortar storefront locations in the
  state of Arizona, nor do we offer online services to residents of Arizona. Lastly,
  Advance America does not own or control the phone number “***** ********.”
  
  The communications complained appear to be
  part of an effort to defraud customers, like ******* ****, by falsely claiming
  to represent Advance America and further appear to be using what appear to be
  improper and illegal collection practices while doing so. Advance America has
  previously communicated similar efforts to state and federal regulators as well
  as the Federal Bureau of Investigation and local law enforcement agencies.
  
  We recommend that ******* **** continue to document all details of any such communications in
  the future, not disclose any personal information to the individuals, and, if
  appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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*****
  Senior Compliance Governance & Risk
  Analyst

• Initial Complaint

  Date:12/08/2023

  Type:Product 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 spoke with a representative to move my payment to another date due to when I get paid. She told me she moved the payment to 12/15/2023. Advance America took two payments out of my account and caused me to get two over draft fees I want the money refund and taken out on the correct payment. The supervisor stated I should’ve asked for the direct payment to stop how would I know if I don’t work there.

  

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  Ms. Cindy Rigdon
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:       ******** ******, Complaint ID ********
  
  Dear Ms. Rigdon:
  
  Advance America, Cash Advance Centers of South Carolina, 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 spoke with a
  representative to move my payment to another date due to when I get paid.”
  ******** ****** states, “She told me she moved the payment to 12/15/2023.”
  ******** ****** states, “Advance America took two payments out of my account
  and caused me to get two overdraft fees I want the money refund and taken out
  on the correct payment.” Lastly, ******** ****** was told by a supervisor that
  the direct payment should have been stopped.
  
  According to our records, ******** ****** entered into a Customer
  Agreement (“Agreement”) with the Advance America storefront located at **** * * ******* ***** ***, Columbia, SC 29209 on September 8, 2023. Pursuant to the
  Agreement, ******** ****** was approved to make line of credit draws of up to
  one thousand five hundred dollars ($1500). On September 8, 2023, ******** ****** made a draw of one thousand five hundred dollars ($1500). On November 6,
  2023, ******** ****** made a request to postpone her payment of one hundred
  thirty-two dollars and forty-three cents ($132.43). This moves the payment to
  the end of the loan and can only be requested one (1) time per loan. ******** ****** received her November 24, 2023, statement which indicated there was a
  past due payment and current payment due totaling two hundred sixty-two dollars
  and ninety-five cents ($262.95). This payment was taken on December 8, 2023, as
  ******** ****** was enrolled in automatic payments.
  
  With regards to ******** ******’s complaint about moving the due
  date, ******** ****** was instructed on December 8, 2023, that the due date was
  unable to be moved in the middle of a loan. The loan would need to be paid in
  full and a new loan originated with the new pay date. Additionally at that time,
  ******** ****** revoked all electronic authorization, therefore would now be
  responsible for manually making payments through the online portal, through our
  Customer Service Team, or through the storefront location where the loan was
  originated. ******** ****** currently has a payment due of one hundred thirty
  dollars and fifty-six cents ($130.56) due on December 22, 2023.
  
  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
  South Carolina, Inc. under any applicable laws, statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk
  Analyst

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  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 seeking a 4000 loan from Advance America on 11/23
  
  In that, because I have less than optimal credit, they proceeded to reverse transactions in my bank account, disguising this as a way to increase my credit score over time.
  
  In that, this has done financial damage to me as my accounts are now frozen and they have take 1750 of my money that I have paid in fees - they must return that money immediately.

  

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:         ***** *******, Complaint ID ********
  
  Dear Ms. R*****:
  
  Advance America, Cash Advance Centers of
  Florida, 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
  seeking a 4000 loan from Advance America on 11/23 in that, because I have less
  than optimal credit, they proceeded to reverse transactions in my bank account,
  disguising this as a way to increase my credit score over time.” ***** *******
  states that his bank accounts have sustained financial damage and “…they have
  take (sic) 1750 of my money that I have paid in fees – they must return that
  money immediately.”
  
  After a diligent search of our records, there
  were no accounts using the personal information provided in ***** *******’s
  complaint. Advance America does not offer loans in the State of Florida for
  more than one thousand dollars ($1000). Additionally, Advance America would
  never reverse bank account transactions in a customer’s account. Lastly, Advance
  America does not have knowledge of or a record of ***** *******’s loan request.
  
  The communications complained appear to be
  part of an effort to defraud customers, like ***** *******, by falsely claiming
  to represent Advance America. Advance America has previously communicated
  similar efforts to state and federal regulators as well as the Federal Bureau
  of Investigation and local law enforcement agencies.
  
  We recommend that Roger
  Silvera continue to document all details of any such communications in
  the future, not disclose any personal information to the individuals, and, if
  appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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 Florida, LLC under any applicable laws,
  statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk
  Analyst

  Customer Answer

  Date: 12/08/2023

  
  
  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:12/07/2023

  Type:Customer Service Issues
  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.

  The date of the first interaction was 11/10/2023. This was a day after my car got repossessed. I was applying to loans all over but no luck. Then in that day someone called and said they were from advance America he claimed to be ****** ****** from the company in North Carolina. He stated I was approved for the $5000. But it came with extra costs. It didn’t state anywhere in the email and there has been only one email so thus far and I have been dealing with this for almost a month. He told me that I have to get money together through ******* and send it to a specific address to *******. On 11/13/2023, I bought $250 worth of ******* and sent it over to pay for the insurance he claimed was for the loan that would get refunded back to me within the loan. Now we hit another obstacle. He claims that my request for the loan was red flagged by the ***** ********** *** ** ******* or something similar to that nature. So I would have to pay a minimum of $105 so the state can process my loan because I live in California. None of this was making sense to me, but I was desperate for the money because I need to get my car back. On the same day, hours later, I payed the $105 minimum payment. Hoping to receive the funds next day I was heavily disappointed. I called back the next day and explained. He said that it’s still red flagged because I have to pay the rest of the remaining balance. It was $305 altogether that I owed the state tax department and I owed $200 left. But I had no more money. I tried to ask for a refund or to get transferred to talk to the funding department and he said they don’t speak with customers. He is not granting my requests in any way. I’m demanding a refund at this point and he says that he can’t because it is red flagged. So he said he can dispute it and it will be back into my account in 45/90 days. But once again I was getting and money from anywhere and I was able to come up with the $200 on 12/5/2023. Expected funds next day and same thing…. Nothing. He claimed that I only sent over $179 which I get it ******* fees, but then said I had to resend the whole $200 for the transaction to be processed. I said I’m not doing that I’m done giving money into this I didn’t want to believe it was a scam but I was doing research and the address says that it is located in a ******* that is permanently closed. I just feel stupid and he is not giving me my money back and making up every excuse for me to only be in contact with him. He was giving me call backs and keeping me updated which made me believe that this wasn’t a scam. But I’m wrong. And I asked numerous amount of times to be sent emails on what I’ve been paying and doing and nothing has been sent. I’m in a desperate time where I need to spend my money wisely and try and get my car back, and unfortunately I thought this was the only way. I would honestly just like my refund which is $555. Which is a lot of money that I could’ve used to pay other bills and get back on my feet. The location I am talking about that’s in the loan agreement is *** ********* *** ******** NC 27886 which again is located in a ******* but says permanently closed. So I didn’t know how to go about that I do apologize

  

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Ste. C
  Greenville, SC 29601
  
  RE:         ******* ******, Complaint ID ********
  
  Dear Ms. R******
  
  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 they
  were contacted by someone from Advance America via phone regarding a loan. ******* ****** states the person who called was named “Andrew H***** from the company
  in North Carolina.” ******* ****** stated they were approved for $5000,
  however, there were extra costs involved and would need to be sent via “*******”.
  ******* ****** stated they had to also pay funds via “*******”.
  
  After a diligent search of our records, there
  were no accounts using the personal information provided in ******* ******’s
  complaint. Advance America does not utilize payment applications such as “**** ***” or *******” for any business purposes. Advance America does not have any brick-and-mortar
  storefront locations in the state of North Carolina nor do we offer online
  services in the state of North Carolina.
  
  The communications complained appear to be
  part of an effort to defraud customers, like ******* ******, by falsely
  claiming to represent Advance America. Advance America has previously
  communicated similar efforts to state and federal regulators as well as the
  Federal Bureau of Investigation and local law enforcement agencies.
  
  We recommend that ******* ****** continue to document all details of any such communications in
  the future, not disclose any personal information to the individuals, and, if
  appropriate, report such communication to law enforcement or other proper
  regulatory authorities for further investigation.
  
  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 to Advance
  America, Cash Advance Centers of California, LLC under any applicable laws,
  statutes, or procedures.
  
  Sincerely,
  
  Ally P*****
  Senior Compliance Governance & Risk
  Analyst

  Customer Answer

  Date: 12/09/2023

  [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,
  
  
  
  ******* ******