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.
- 116 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:08/14/2023
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 Aug 1st I recieved an email from advance America stating gi was approved for a loan. I signed the loan documents and sent them back. I was told to put 170.00 on an American express card to pay for a ppi # then the loan would immediately be deposited in my account. Well about 45 minutes later I recieved another email stating I need another 250.00 to pay for taxes, wire transfer and because my account wasn't a business account
Business Response
Date: 08/22/2023
August
22, 2023
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Mr.
****** ******, Complaint ID ********
Dear
Ms. R*****:
Advance
America, Cash Advance Centers of Mississippi, LLC (“Advance America”) is in
receipt of a complaint filed by Mr. ****** ******. We have thoroughly reviewed and appreciate the opportunity to respond.
In
the complaint, Mr. ****** asserts the following:
“On Aug 1st I recieved (sic) an email from advance America stating gi (sic) was approved for a loan.”
Mr. ****** states he signed the loan documents and then was requested “…to put 170.00 on an ******** ******* card to pay for a ppi # then the loan would immediately be deposited in my account.”
Mr. ****** states he hadn’t received the loan proceeds, however, was sent another communication requesting “…I need another 250.00 to pay for taxes, wire transfer and because my account wasn’t a business account.”
According
to our records, Mr. ****** entered into a Loan Agreement (“Agreement 1”) with
Advance America at the storefront located at **** ******** ***** **** * ******* ** ***** on June 1, 2023. Pursuant to Agreement 1, Mr. ****** agreed to repay
an amount of two hundred forty-nine dollars and sixty cents ($249.60) on or
before June 16, 2023. A debit card payment was attempted on June 16, 2023,
however, returned unpaid. We have made several unsuccessful attempts to reach
Mr. ****** regarding his past due balance. Currently, Mr. ***** has an
outstanding balance of two hundred forty-nine dollars and sixty cents ($249.60).
According
to our records, Mr. ****** entered into a Loan Agreement (“Agreement 2”) with
Advance America at the storefront located at **** ******** ***** **** * ******* ** ***** on June 22, 2023. Pursuant to Agreement 2, Mr. ****** agreed to repay
an amount of two hundred forty-nine dollars and sixty cents ($249.60) on or
before June 30, 2023. A debit card payment was attempted on July 12, 2023,
however, returned unpaid. We have made several unsuccessful attempts to reach
Mr. ****** regarding his past due balance. Currently, Mr. ***** has an
outstanding balance of two hundred forty-nine dollars and sixty cents ($249.60).
We
recommend Mr. ****** reach out to the storefront where he originated his loan
at ***** ******** or our Customer Care Team at ***** ******** to discuss
mutually agreeable payment options related to his loans.
With
regards to Mr. ******’ complaint, the communications complained of appear
to be part of an effort to defraud consumers, like Mr. ******, by falsely
claiming to represent Advance America. Advance America would never require or
request a customer to purchase gift cards for any purpose whatsoever. 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
Mr.
****** 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 Mississippi, LLC under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:08/07/2023
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.
Due to a motor vehicle accident I'm out of work and at the end of my disability I had to get a new car and all the bills have become overwhelming I applied for a loan yesterday August 2nd. A woman with an oriental accent calls me and verifies that she's so-and-so I really couldn't understand what she was saying too much as far as her name she said her company was backed by the better Business bureau and backed by FDIC I got approved for a loan and I thought wow finally, and the first red flag was when the interest on the $5,000 payday loan was $250, ok whatever could be possible. They went in my bank account information I just opened the bank account ** Bank, well that wasn't good enough because I just opened the bank account , so I had to go to ******* and get a ******* gift card because he was going to send me a MoneyGram and had me make the gift card out for $150 to pay the fees. When I got back to my car he asked me to just take a photo of the card and receipt front and back , I thought nothing of it, The accounting department was yet to put any money in my account they were going to deposit A small amount money in my account first, then I had to send it back and then they were going to send me the full amount, which threw another red flag. So it took so long that he said the company is closing for the night call back tomorrow . I call back this morning, Steve is busy with another client so he would call me back at 5:00 p.m. to wait at *******. Well hello stupid me sat at *******, calling and calling and calling to a phone number that doesn't exist Now he made me send him The signed contract back to his secretary Mary S**** which threw another red flag but the contract was never signed because I couldn't figure out how to do it but he never said anything about it either both of them were oriental Mr Steve the I think he was a loan officer and the Oriental lady which I'm assuming was his girlfriend or wife in "real life" but they made ,he made it seem like she was a secretary And you know now the ******* gift card has zero balance and maybe my bank account is in jeopardy as well I was going to call the news but I figured I'd start with better business bureau and help. I just want to recover my $150 , it would be beneficial , I need it bad, That's how desperate I was to stoop down to call and get a loan ,online!!... Now I do think there is a legitimate company called advance America but I don't think this was it !!! I realized I was scammed today when he didn't answer my calls and there was no one answering the phone...Business Response
Date: 08/08/2023
August
8,
2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Mr.
******** *********, 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 Mr. ******** *********. We have thoroughly reviewed and appreciate the
opportunity to respond.
In
the complaint, Mr. ********* asserts the following:
“Due to a motor vehicle accident I’m out of work and at the end of my disability I had to get a new car and all the bills have become overwhelming I applied for a loan yesterday August 2nd.”
Mr. ********* states he was contacted and was “approved for a loan and I thought finally, and the first red flag was when the interest on the $5,000 payday loan was $250”.
Mr. ********* states he was told “…I had to go to ******* and get a ******* gift card because he was going to send me a MoneyGram and had me make the gift card out for $150 to pay the fees.”
Mr. ********* states he never received the loan proceeds and the phone number he was trying to contact was “(667) ********”.
After a diligent search of
our records, we could not locate any open or closed accounts using the personal
information provided in Mr. *********’s complaint. Advance America would never
require or request a customer purchase a gift card of any kind for any purpose
whatsoever. Advance America does not own or control the phone number “(667)
********.” Lastly, Advance America does not operate any brick-and-mortar
storefronts in the state of New Jersey, nor does it offer online services to
New Jersey Residents. Advance America does not have knowledge or record of Mr.
*********’s loan request.
The communications
complained of appear to be part of an effort to defraud consumers, like Mr. *********,
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 Mr. ********* continue to document all details of any such
communications and 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 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
AnalystInitial Complaint
Date:08/03/2023
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.
Back in 2019 I borrowed from Advance America multiple times. I had no issues until they closed the branch and went to electronic systems. When they notified me that I had an outstanding balance I contacted them, not once, but TWICE, and was told it was an error on their end and my account was paid in full. Roll around to August 2023, and they put a collections on my account. I spoke with both people in an office and their corporate contact number. Each person gave me a different payment amount and timeframe for when the payments were missed, and no one’s numbers added up the the past due amount they sent to collections. No one can resolve the problem without my previous bank statements (which I can only access back to Sep 2021) they don’t record phone calls at their branches so they can’t verify that I was told the account was paid in full, and I don’t have access to bank statements that far back. I am stuck paying an extra $279 (which their 128.99x2 amount doesn’t even add up to) Both their systems, and people are lacking in appropriate measures and processes.Business Response
Date: 08/10/2023
August 10, 2023
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Mr. **** ********, Complaint ID ********
Dear Ms. R*****:
Advance America,
Cash Advance Centers of Ohio, Inc. (“Advance America”) is in receipt of a
complaint filed by Mr. **** ********. We have thoroughly reviewed and
appreciate the opportunity to respond.
In the complaint,
Mr. ******** asserts the following:
“Back in 2019 I borrowed from Advance America multiple times.”
Mr. ******** states, “When they notified me that I had an outstanding balance I contacted them, not once, but twice, and was told it was an error on their end and my account was paid in full.”
Mr. ******** states he was contacted in August 2023 regarding “…collections on my account.”
Mr. ******** states he contacted “…both people in an office and their (Advance America) corporate contact number.”
Mr. ******** states he was told conflicting information and “No one can resolve the problem without my previous bank statements (which I can only access back to Sep 2021) they don’t record phone calls at their branches so they can’t verify that I was told the account was paid in full and I don’t have access to bank statements that far back.”
Lastly,
Mr. ******** states, “I am stuck paying an extra $279 (which their 128.99x2
amount doesn’t even add up to) Both their systems, and people are lacking in
appropriate measures and processes.”
According
to our records, Mr. ******** entered into a Consumer Installment Loan Agreement
(“Agreement”) through Advance America at the storefront located at **** ******* *** ****** ** ***** on September 3, 2019. Pursuant to the Agreement, Mr.
******** agreed to repay an amount of nine hundred thirty-eight dollars and
seventeen cents ($938.17) in six (6) bi-weekly payments of one hundred
thirty-four dollars and two cents ($134.02) and one final payment of one
hundred thirty-four dollars and five cents ($134.05) due on December 6, 2019. Mr.
******** made total payments of six hundred sixty-two dollars and two cents
($662.02). After multiple unsuccessful attempts to collect the past due balance
and contact Mr. ********, his loan was sold to ***** ********, LLC on January
17, 2022.
Advance America does not have a record of Mr.
******** paying his loan in full. On August 2, 2023, Mr. ******** was told he
would need to provide bank statements as documentation of his loan being paid
in full and to further assist in the investigation. If able, Mr. ******** may
submit the bank statements to [email protected].
Further, we recommend Mr. ******** contact ***** ********, LLC at ***** ******** to discuss mutually agreeable payment options and concerns related to
his credit bureau.
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 Ohio, Inc. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:08/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have never applied for a loan with this company so I do not have a loan with them.
From: Alisha H******
Sent: Tuesday, August 1, 2023 6:19 AM
To: my email
Subject: Unpaid Loan Account #********
Dear *******,
We regret to inform you that due to your unpaid debt amount of $1045.67 (full debt amount, additional charges, and interest cost) to Advance America, from today,August 1st, 2023 we have passed your case to court.
You are now to be contacted by official court attorneys, who will notify you of the hearing date. Therefore you will be served a subpoena to appear in court where you can present your defense.
If you wish to settle the outstanding amount, please do not hesitate to contact us.
Yours faithfully,
Manager
Collections Department
Advance America Inc@
** * ****** ***** * ****** ***
************ ** ****** ***Business Response
Date: 08/04/2023
August
4, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms.
********* *******, Complaint ID ********
Dear
Ms. R*****:
Advance
America, Cash Advance Centers of Kentucky, Inc. (“Advance America”) is in
receipt of a complaint filed by Ms. ********* *******. We have thoroughly reviewed and appreciate the
opportunity to respond.
In
the complaint, Ms. ******* asserts the following:
“I have never applied for a loan with this company so I do not have a loan with them.”
Ms. ******* provided the email with the complaint. The email states, “We regret to inform you that due to your unpaid debt amount of $1045.67 (full debt amount, additional charges, and interest cost) to Advance America, from today, August 1, 2023 we have passed your case to court.”
After a diligent search of
our records, we could not locate any open or closed accounts using the personal
information provided in Ms. ********* complaint. 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 of appear to be part of an effort to defraud consumers, like Ms.
*******, 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 Ms. ******* continue to document all details of any such
communications and 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 Kentucky, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk
AnalystInitial Complaint
Date:07/21/2023
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 a loan that said that they were doing business as " Advance America", and that they needed 140.00 dollars as a insurance fee and then requested an addition 195.00 to deposit money in my cash app account after I had paid the 140.00 dollars. I told the customer service agents that is not what was discuss and he started to get angry and hang the phone up in my face to now they will not answer as I was requesting a refund of my money and the phone just hung up in my face and now no one is answering they are calling from ********** **********Business Response
Date: 07/24/2023
July
24, 2023
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms.
******* *****, Complaint ID ********
Dear
Ms. R*****:
Advance
America, **** ******* ******* ** *********** *** (“Advance America”) is in
receipt of a complaint filed by Ms. ******* *****. We have thoroughly reviewed and appreciate the
opportunity to respond.
In
the complaint, Ms. ***** asserts the following:
“I applied for a loan that said that they were doing business as ‘Advance America’, and that they needed 140.00 dollars as a insurance fee and then requested an addition 195.00 to deposit money in my **** *** account after I had paid the 140.00 dollars.”
Ms. ***** states, “I had told customer service agents that is not what was discuss and he started to get angry and hang the phone up in my face to now they will not answer as I was requesting a refund of my money and the phone just hung up in my face and now no one is answering they are calling from ********** **********”.
According to our records,
Ms. ***** entered into a Consumer Payday Loan Agreement (“Agreement”) with the
Advance America storefront located at *** ** ****** ****** ********** ** *****
on November 19, 2021. Pursuant to the Agreement, Ms. ***** agreed to repay an
amount of three hundred dollars ($300) on or before November 30, 2021. Ms.
***** paid the loan in full on February 14, 2022, however, there is still a
fifteen dollar ($15) returned item fee from an ACH deposit attempted and
returned unpaid on December 6, 2021. As a courtesy and without obligation to do
so, Advance America has waived the fifteen-dollar returned item fee. Ms. ***** no
longer owes a balance with Advance America.
With regards to Ms.
******* complaint, the communications complained of appear to be part of an
effort to defraud consumers, like Ms. *****, 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. Advance America will not deposit money into a
customer’s account only to request their immediate return. Additionally,
Advance America does not utilize the program “**** ***” for any business
purpose whatsoever. Lastly, Advance America does not own the phone numbers
“************” or “************.”
We
recommend Ms. ***** continue to document all details of any such communications
and 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, **** ******* ******* ** *********** *** under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk
AnalystInitial Complaint
Date:07/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took out a $10,000 small business loan called Advance America. I gave them all of my information. Apparently they drained my account and tried to deposit a counterfeit check into my account. Now I can't get another loan.
I would like to have compensation for this.Business Response
Date: 07/19/2023
July
19, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Mr.
B*** ********, Complaint ID ********
Dear
Ms. R*****:
Advance
America, Cash Advance Centers of Missouri, Inc. (“Advance America”) is in
receipt of a complaint filed by Mr. **** ********. We have thoroughly reviewed and appreciate the
opportunity to respond.
In
the complaint, Mr. ******** asserts the following:
“I took out a $10,000 small business loan called Advance America.”
Mr. ******** states he provided “…all of my information” and “…they drained my account and tried to deposit a counterfeit check into my account.”
After a diligent search of
our records, we could not locate any open or closed accounts using the personal
information provided in Mr. ********** complaint. Advance America does not
provide “small business loans”. Additionally, Advance America only offers loans
up to $3,000 in the state of Missouri. Lastly, Advance America does not have a
record or knowledge of Mr. ********** loan request.
The communications complained
of appear to be part of an effort to defraud consumers, like Mr. ********, 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 Mr. ******** continue to document all details of any such
communications and 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 Missouri, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,Ally P*****
Senior Compliance Governance & Risk
AnalystInitial Complaint
Date:07/13/2023
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 June 26, 2023 I went through Cash Advance America to get a loan I talked to them on the phone did everything i was told to do they said they was gonna give me $5,000 n they sent me emails and called me telling me stuff I had to do to get the loan. Well I got $2,982 that I thought was part of the loan they was giving me but it turned out they went into my bank account and reversed my phone bill, my rent, n other bills I paid I truly need help with getting my money back my bank account is closed now I'm on disability and they think it's ok to try and charge me more money to get what the rest of my loan but they actually really screwed me.Business Response
Date: 07/19/2023
July
19, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Mr.
***** ******, Complaint ID ********
Dear
Ms. R*****:
Advance
America, Cash Advance Centers of Colorado, LLC (“Advance America”) is in
receipt of a complaint filed by Mr. ***** ******. We have thoroughly reviewed and appreciate the
opportunity to respond.
In
the complaint, Mr. ****** asserts the following:
“On June 26, 2023 I went through Cash Advance America to get a loan I talked to them on the phone did everything I was told to do they said they was gonna give me $5000 n they sent me emails and called me telling me stuff I had to do to get the loan.”
Mr. ****** further states, “Well I got $2,982 that I thought was part of the loan they was giving me but it turned out they went into my bank account and reversed my phone bill, my rent, n other bills I paid”.
After a diligent search of
our records, we could not locate any open or closed accounts using the personal
information provided in Mr. ******** complaint. Advance America is not
affiliated with the business “Cash Advance America.” Lastly, Advance America
does not have a record or knowledge of Mr. ******** loan request.
The communications
complained of appear to be part of an effort to defraud consumers, like Mr.
******, 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 Mr. ****** continue to document all details of any such
communications and 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 Colorado, LLC under
any applicable laws, statutes, or procedures.Initial Complaint
Date:06/29/2023
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 signed a contract with them and I paid them a deposit to get my loan and they didn’t keep their promises all I want is my loan in my accountBusiness Response
Date: 06/29/2023
June
29, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms.
**** ********, Complaint ID ********
Dear
Ms. R*****:
ACSO
of Michigan, Inc. d/b/a Advance America (“Advance America”) is in receipt of a
complaint filed by Ms. **** ********. We
have thoroughly reviewed and appreciate the opportunity to respond.
In
the complaint, Ms. ******** asserts the following:
“I signed a contract with them and I paid them a deposit to get my loan and they didn’t keep their promises all I want is my loan in my account.”
Ms. ******** included a snapshot of the email sent from *******************gmail.com”.
After
a diligent search of our records, we could not locate any open or closed
accounts using the personal information provided in Ms. ********** complaint.
Advance America does not deposit funds into a customer’s account only to
request their immediate return. Additionally, Advance America does not utilize
email addresses on the server “@gmail.com”. Lastly, we do not have record or
knowledge of Ms. ********* recent loan request.
These communications and payment requests
appear to be part of an effort to defraud consumers 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 Ms.
******** 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 ACSO of Michigan, Inc.
under any applicable laws, statutes, or
procedures.
Sincerely,Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:06/16/2023
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 being charged for a loan that was paid before the due date. Numerous calls have been made to try and resolve this technical issue.
Customer care is not able to resolve this and even after submitting an IT ticket to try and clear it from the system, I was told that I still need to pay the additional charge, even though receipts and payment confirmations show that the payment was made before the due date.Business Response
Date: 06/29/2023
June 29, 2023
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ****** ******, Complaint ID ********
Dear Ms. R*****:
ACSO of Texas,
L.P., d/b/a Advance America (“Advance America”) is in receipt of a complaint
filed by Ms. ****** ******. We have thoroughly reviewed and appreciate the
opportunity to respond.
In the complaint,
Ms. ****** asserts the following:
“I am being charged for a loan that was paid before the due date.”
Ms. ****** stated she has made multiple calls to “…resolve this technical issue.”
Ms. ****** stated after a request was placed with the IT team, she was told “I still need to pay the additional charge, even though receipts and payment confirmations show that the payment was made before the due date.”
In Texas, Advance
America operates as a Credit Services Organization (“CSO”) and assists
customers in gathering information to provide to Integrity Texas Funding, LP
(“Lender”), so that the Lender can make a decision whether to issue a loan to
the customer. The customer is approved
or denied based on the criteria set by the Lender. When a customer is approved, the Lender then
funds the loan in the amount identified in the agreement. At the customer’s request, and in
consideration of a loan extended by the Lender, Advance America issues a
guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the
Lender calls for payment on the guaranty to the extent that the loan is
outstanding. Due to the customer
defaulting on the loan for non-payment, and the guaranty being called by the
Lender, the customer will then owe Advance America the unpaid loan amount,
which was originally loaned to the customer by the Lender.
According to our records, Ms. ****** entered
into a Loan Agreement, Promissory Note and Security Agreement (“Agreement”)
with the Lender on May 1, 2023. Pursuant to the Promissory Note, Ms. ******
agreed to repay an amount of two thousand five hundred twenty-four dollars and
seventy-two cents ($2524.72) in eleven bi-monthly payments of two hundred ten
dollars and forty cents ($210.40) and one final payment of two hundred ten
dollars and thirty-two cents ($210.32). On May 11, 2023, Ms. ****** made a
debit card payment of one thousand five hundred eighty-seven dollars and
sixteen cents ($1587.16); however, a scheduled payment was already being
processed for the May 12, 2023, due date. Unfortunately, due to the time when Ms.
****** made her debit card payment, it was after the scheduled payment was processed
for payment. As a matter of customer service, we have waived the remaining
balance and closed her loan.
We recommend Ms. ****** reach out to our
Customer Care Team at ***** ******** if she has further questions.
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 ACSO of Texas,
L.P., under any
applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:06/07/2023
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.
Been getting excessive phone calls from 323 *** **** claiming to be from Advance America and not leaving a message this has been going on for days they call at least once a day sometimes twice. I know Im behind a little on a payment but I was told I was just gonna pay the difference of the first payment with the second one and when I asked customer service about these calls they said it wasnt there numberCustomer Answer
Date: 06/07/2023
They are harrassing me with phone calls that got so bad I had to block them and now they are being impatient when I haven’t gotten paid yetBusiness Response
Date: 06/08/2023
June
8, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms. ******* ********, Complaint ID ********
Dear
Ms. R*****:
ACSO
of Texas, L.P. d/b/a Advance America (“Advance America”) is in receipt of a
complaint filed by Ms. ******* ********.
We have thoroughly reviewed and appreciate the opportunity to respond.
In
the complaint, Ms. ******** asserts the following:
“Been getting excessive phone calls from 323 *** **** claiming to be from Advance America and not leaving a message this has been going on for days they call at least once a day sometimes twice.”
Ms. ******** stated, “I know Im behind a little on a payment but I was told I was just gonna pay the difference of the first payment with the second one and when I asked customer service about these calls they said it wasn’t there number”.
In Texas, Advance America
operates as a Credit Services Organization (“CSO”) and assists customers in
gathering information to provide to Integrity Texas Funding, LP (“Lender”), so
that the Lender can make a decision whether to issue a loan to the
customer. The customer is approved or
denied based on the criteria set by the Lender.
When a customer is approved, the Lender then funds the loan in the
amount identified in the agreement. At
the customer’s request, and in consideration of a loan extended by the Lender,
Advance America issues a guaranty to the Lender in the amount identified in the
agreement. In the event the customer
defaults, the Lender calls for payment on the guaranty to the extent that the
loan is outstanding. Due to the customer
defaulting on the loan for non-payment, and the guaranty being called by the
Lender, the customer will then owe Advance America the unpaid loan amount,
which was originally loaned to the customer by the Lender.
According to our records, Ms.
******** entered into a Loan Agreement, Promissory Note and Security Agreement
(“Agreement”) with the Lender through the online portal on May 8, 2023.
Pursuant to the Promissory Note, Ms. ******** agreed to repay an amount of seven
hundred seventy-five dollars and forty-three cents ($775.43) in 5 monthly
payments of one hundred twenty-nine dollars and twenty-five cents ($129.250 and
one (1) final payment of one hundred twenty-nine dollars and eighteen cents
($129.18). To date, Ms. ******** has made a payment of eighty-five dollars
($85) towards her balance. A balance of forty-four dollars and twenty-five
cents ($44.25) is still owed to bring Ms. ********’s balance current.
With reference to Ms.
********’s complaint, we have thoroughly reviewed our records and have not
called in an “excessive” manner as Ms. ******** asserts. Advance America has
attempted contact with Ms. ******** regarding her past due balance a total of
four (4) times since May 23, 2023. Additionally, the number in Ms. ********’s
complaint is in fact Advance America. Ms. ******** may call back the number at
any time to be connected with one of our Collections Agents. We take all
complaints regarding our collection practices seriously. We follow all laws and
guidelines with regards to calling our customers. Advance America works closely
with State and Federal Regulators and have not been found to be in violation.
We recommend Ms.
******** to work with our Customer Care Team at (844) ******** to discuss
payment options for her remaining payment balance as well as whether she would
like her phone number to be removed or not.
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 ACSO of Texas, L.P. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 06/10/2023
Better Business Bureau,
I have reviewed the complaint and I will accept the response however I was told that 323 number was not associated with Advance America by several customer service representatives and this number was hanging up and not leaving a message. Also I want to point out I have paid the 44.00 that was owed as promised
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