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:06/07/2023
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.
A loan company, Advance America has continuously called and harassed me and my family members about owed debt. Their representative Jennifer J****** has repeated called me multiple times in a day and back to back at times. She’s threatened to call my place of business as well. I would like the harassment to end.
Business Response
Date: 06/15/2023
June
15, 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:
“A loan company, Advance America has continuously called and harassed me and my family members about owed debt.”
Ms. ***** stated, “Their representative Jennifer J****** has repeated called me multiple times in a day and back to back at times.”
Ms. *****, stated, “She’s threatened to call my place of business as well.”
Lastly, Ms. ***** stated, “I would like the harassment to end.”
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 1”) with the Lender through the online portal on September 28,
2022. Pursuant to the Promissory Note, Ms. ***** agreed to repay an amount of
one thousand two hundred fifty dollars ($1250) on or before October 28, 2022. Ms.
***** made total payments of three hundred seventy-one dollars and thirty-three
cents towards her balance ($371.33). After multiple unsuccessful attempts to
contact Ms. ***** and collect the remaining balance, her loan was sold to **** **** ******** *** on March 26, 2023.
According to our records,
Ms. ***** entered into a Loan Agreement, Promissory Note and Security Agreement
(“Agreement 2”) with the Lender through the online portal on October 28, 2022.
Pursuant to the Promissory Note, Ms. ***** agreed to repay an amount of one
thousand twenty-six dollars and sixty cents ($1026.60) in four monthly
installment payments of two hundred ten dollars and fifty cents ($210.50) and
one final payment of two hundred ten dollars and forty-six cents ($210.46). Ms.
***** made total payments of three hundred seventy-nine dollars and twenty-seven
cents ($379.27) towards her balance. She currently has a balance due of four
hundred twelve dollars and fifty-two cents ($412.52). Ms. ***** may reach out
to our Customer Care Team at ***** ******** to discuss mutually agreeable
payment options.
With
regards to Ms. *****’s complaint regarding “…continuously called and harassed
me and my family members”, **** **** ******* has confirmed they have not contacted
Ms. ***** regarding her debt, however, due to the complaint, closed the account
and will no longer be attempting to collect on the balance. Additionally, we
have reviewed our records thoroughly and have not called Ms. *****’s family
members nor attempted contact more than two times per day and never back-to-back.
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. Additionally, Advance America abides by all laws and
regulations in addition to working closely with state Regulators and has not
been found to be in violation.
The
communications complained of appear to be part of an effort to defraud
consumers, like Ms. *****, by falsely claiming to represent Advance America and
further 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 Ms. ***** continue to document all details of any such communications
and in the future, not disclose anu 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 Texas, L.P., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:06/05/2023
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 loan on 5/16/2023 and they only allowed me to cancel my loan within 24hrs.
However expected first payment under thirty days. I went back to the business to due a pay-out and they refused to allow me to pay the loan outright. they told me I had to make payments for 18 months. I dont believe this is right or just! I want to return the money I borrowed and be done with this business.
Loan ID: ********.Business Response
Date: 06/14/2023
June 14,
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 Alabama, LLC., (“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 took out a loan on 5/16/2023 and they only allowed me to cancel my loan within 24hrs.”
Ms. *****s stated, “However expected first payment under thirty days.”
Ms. *****s further stated, “I went back to the business to due a pay-out and they refused to allow me to pay the loan outright” and “they told me I had to make payments for 18 months.”
Ms. *****s stated her desired settlement is “I just want to return the money I borrowed and be done with this business.”
According to our records, Ms.
*****s entered into a Consumer Installment Agreement (“Agreement”) with Advance
America at the storefront located at **** ******* **** *********** ** ***** on
May 16, 2023. Pursuant to the agreement, Ms. *****s agreed to repay an amount
of one thousand eight hundred seventeen dollars and ninety-four cents ($1817.94)
in seventeen (17) monthly payments of one hundred one dollars ($101) and one
(1) final payment of one hundred dollars and ninety-four cents ($100.94). To
date, Ms. *****s has not made a payment towards her balance.
With reference to Ms. *****’s
complaint, multiple attempts have been made to contact Ms. *****s. On June 12,
2023, Ms. ***** returned a call from Ms. ***** *****n, Divisional Director of
Operations with Advance America. Ms. ****** explained how the Installment
product works and why the first payment was due less than thirty days from when
she originated her loan. Additionally, multiple resolutions were provided to
Ms. *****s during the call; however, she declined them all.
We recommend Ms. *****’s work
with the Team Members at the branch where she originated her loan at ***** ******** or contact Ms. ***** *****n to discuss payment options for her
outstanding balance.
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 Alabama, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:06/05/2023
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.
Advance America put a charge of 479.00 on my credit report under "collections."
I have NEVER done business with with Company.
This is a fraudulent charge.Business 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 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:
“Advance America put a charge of 479.00 on my credit report under ‘collections’ and “I have NEVER done business with with Company.”
Lastly, Ms. ****** states, “This is a fraudulent charge.”
According
to our records, Ms. ****** entered into a Consumer Agreement (“Agreement”) with
Advance America at the storefront located at ***** **** *** ******* ** ***** on
December 9, 2016. Pursuant to the Agreement, Ms. ****** agreed to repay an
amount of six hundred seventy-six dollars and forty-nine cents ($676.49) on or
before December 23, 2016. On December 23, 2016, Ms. ****** requested a payment
plan to which her balance was divided into three (3) installments due on her
next three (3) paydays. Ms. ****** made one (1) payment towards her balance as
agreed. After multiple unsuccessful attempts to contact Ms. ****** and collect
her balance, her loan was sold to ***** ********* *** on December 19, 2021.
We recommend Ms.
****** contact ***** ******** at ***** ******** to discuss mutually agreeable
payment options. Additionally, if Ms. ****** did not originate this loan, she
may send in a police report or FTC Identity Theft report to ************************************* to further the 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:06/01/2023
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.
Just received a phone call from a collection agency in regards to this company. They had changed my contract from monthly payments to Biweekly payments WITHOUT my permission or even notifying me. After Repeated calls (I am not in a position for anything other then the original monthly payments) They still refused to switch my payments back to the original monthly payments that i had signed the contract for. Now they are threatening to take legal action against us and threatening a lien on our property etc. for their mess up. I was never delinquent in the payments until they started taking out biweekly payment which was explained to the company. They are still refusing to work with my original contract showing monthly payments.Business Response
Date: 06/15/2023
June
15, 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 Kansas, 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:
“Just received a phone call from a collection agency in regards to this company.”
Mr. ****** stated, “They had changed my contract from monthly payments to Biweekly payments WITHOUT my permission or even notifying me.”
Mr. ****** stated he has made “…Repeated calls (I am not in a position for anything other than the original monthly payments) they still refused to switch my payments back to the original monthly payments that I had signed the contract for.”
Mr. ****** stated, “Now they are threatening to take legal action against us and threatening a lien on our property etc. for their mess up.”
Lastly, Mr. ****** stated, I was never delinquent in the payments until they started taking out biweekly payment which was explained to the company” and “they are still refusing to work with my original contract showing monthly payments.”
According
to our records, Mr. ****** entered into a Consumer Line of Credit Agreement
(“Agreement”) on January 1, 2021, through the Advance America portal. Mr. ****** was approved and able to take draws
up to one thousand dollars ($1000). Mr. ****** was provided with a monthly
statement and his payments were electronically submitted and paid as agreed.
On
May 29, 2022, Mr. ****** was mailed a conversion letter letting him know there
would be updates made to his Line of Credit account. In the letter, he was
notified that his billing statements and payments would move from being monthly
to bi-weekly. Mr. ****** was given until July 11, 2022, to opt out of the
changes. Advance America did not hear from Mr. ****** until September 27, 2022,
when the conversion had already occurred. Mr. ****** was informed at that time;
his billing statements and payments were now on a bi-weekly schedule and he
could no longer opt out. After multiple unsuccessful attempts to contact Mr.
****** and collect his past due balance, Mr. ******’s loan was sold to **** **** ******** LLC on May 7, 2023.
With
regards to Mr. ******’s complaint regarding “threatening to take legal action
against us and threatening a lien on our property etc...” **** **** ******* has
confirmed they have not contacted Mr. ****** regarding his debt, however, due
to the complaint, closed the account and will no longer be attempting to
collect on the balance.These
communications appear to be part of an effort to defraud consumers by falsely
claiming to represent Advance America and further 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 Mr. ****** continue to document all details of any such
communications and in the future, not disclose anu 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 Kansas, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 06/15/2023
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.
I never received the letter, it wasn't u til we contacted the business that we became aware of the change. I never acknowledged nor gave permission to change my payments. As stated, I was making the normal payments perfectly fine without any issues. By changing the payments on me, it screwed up Mt entire bank account and costed me 100s in over draft fees due to us being sat up on weekly payments.
Regards,
******* ******Business Response
Date: 07/06/2023
July
6, 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 Kansas, 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 have reviewed the response made by the business in reference to complaint ID ********, and we have determined that this does not resolve my complaint.”
Mr. ****** stated, “I never received the letter, it was u til we contacted the business that we became aware of the change.”
Further, Mr. ****** stated, “…it screwed up Mt entire bank account and costed me 100s in overdraft fees due to us being sat up on weekly payments.”
According
to our records, Mr. ****** entered into a Consumer Line of Credit Agreement
(“Agreement”) on January 1, 2021, through the Advance America portal. Mr. ****** was approved and able to take draws
up to one thousand dollars ($1000). Mr. ****** was provided with a monthly
statement and his payments were electronically submitted and paid as agreed.
As
mentioned in the previous response, On May 29, 2022, Mr. ****** was mailed a
conversion letter letting him know there would be updates made to his Line of
Credit account. In the letter, he was notified that his billing statements and
payments would move from being monthly to bi-weekly. Mr. ****** was given until
July 11, 2022, to opt out of the changes. Advance America did not hear from Mr.
****** until September 27, 2022, when the conversion had already occurred. Mr.
****** was informed at that time; his billing statements and payments were now on
a bi-weekly schedule, and he could no longer opt out. Mr. ******’s payments
were due every two weeks, not weekly as he asserts. After multiple unsuccessful
attempts to contact Mr. ****** and collect his past due balance, Mr. ******’s
loan was sold to **** **** *******, LLC on May 7, 2023.
However,
purely as a matter of customer service and without obligation to do so, as of July
6, 2023, we have requested Mr. ******’s loan be recalled from **** **** ******* and the balance waived. Mr. ****** no longer has a balance owed on the relevant
loan.
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 Kansas, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:05/30/2023
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.
I have received multiple mailers to my address over the past few months from Advance America offering pay day loans that I have NOT requested. I do not have an active account with this company nor do I intend to use their services anytime in the near future. I've have already opted out of pre-approved offers through proper channels and should not be receiving spam like this. I have tried to contact the company directly through their website, more than once, to no avail. I've emailed them at least twice asking them to remove me from their mailing list, yet I keep receiving this spam mail. I've even called the local Advance America location listed on the mailer only to be told that their system is down and they can't add me to the opt out list. Mailers are coming from: Advance America *** ***** ** **** ***** ********* FL 32750. I simply want the mailing of this spam to my address to stop, and I'd like my information removed from their mailing list immediately. My address being affected is: *********** **** *** * ****** *** ********* ** 32750-5382Business Response
Date: 06/14/2023
June 14,
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 Florida, 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. Cusa
asserts the following:
“I have received multiple mailers to my address over the past few months from Advance America offering pay day loans that I have NOT requested.”
Mr. **** stated, “I do not have an active account with this company nor do I intend to use their services anytime in the near future.”
Mr. **** further stated, “I’ve already opted out of pre-approved offers through proper channels and should not be receiving spam like this.”
Mr. **** stated he has attempted to contact “…the company directly through their website, more than once, to no avail.”
We apologize for the
inconvenience and difficulties we have caused, and we thank Mr. **** for
bringing this to our attention. We have reached out to our Marketing teams to
ensure Mr. **** has been removed from all marketing lists. Mr. ****’s name, mailing
address, and email address were not located and therefore Mr. **** should not
be receiving any marketing from Advance America. If Mr. **** shall receive any
marketing from Advance America, he may email *********************************.com along with the date the letter was sent to assist in our investigation. We have
reviewed Mr. ****’s complaint with our internal teams to ensure requests are
being taken care of timely and accurately.
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 Florida, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 06/14/2023
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,
*********** ****Customer Answer
Date: 06/16/2023
I received this in the mail yesterday for yet another prescreen offer. This is now months after I have already tried to opt out via proper channels.Business Response
Date: 06/22/2023
June 22,
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 Florida, 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. **** stated
he is still receiving mail from Advance America as of 6/15/23.
We apologize for the
inconvenience and difficulties we have caused, and we thank Mr. **** for
bringing this to our attention. We have reached out to our Marketing team and
third-party vendor to ensure Mr. **** has been removed from all marketing and
direct mailing lists. It was found additional checks were needed; therefore Mr.
**** received an additional letter. Moving forward, Mr. ****’s name, mailing address,
and email address was confirmed to be removed from all current and future
marketing and direct mailing listings therefore Mr. **** should not be
receiving any marketing from Advance America.
If Mr. **** shall receive any further
marketing or direct mailing letters from Advance America, he may email *********************************.com along with the date the letter was sent to assist in our investigation. We have
reviewed Mr. ****’s complaint with our internal teams and third-party vendors to
ensure requests are being taken care of timely and accurately.
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 Florida, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 06/23/2023
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 at this time. I will continue to save all mailers for further action if required in the future.
Regards,
*********** ****
Initial Complaint
Date:05/25/2023
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 was contacted by Advance America Inc this past week in reference to a personal loan that I applied for. I was advised that I was qualified and approved for the loan in the amount of $3000.00
I was then told that I had to pay a fee of $100.00 to generate a code to use ******* ***** to send my loan due to the fact that they do not use my Banking institution, **********. I was then told to obtain an **** gift card in the amount of $100.00, when I had done so, I was to then call them and provide them with the numbers on the card, and that it was refundable, it would be in with my loan in the amount of $3100.00, that the loan would be released as soon as I did that. I purchased the **** card and loaded $100.00 onto it and then provided them with photos of the numbers on the card. They then said that they would be contacting me with the generated number to go to ******* ***** to collect my loan of $3100.00
However, I was then contacted by Advance America and told that I now had to go buy another **** card and load $150.00 onto it and then provide them with that number, this was to add 30 points to my credit score so that they could release the loan to me. I was harassed all of the next day wanting the $150.00 at which I told them I was not doing that, yet she persisted I was getting it all back when I got the loan, which now would be in the amount of $3250.00. At the very least to resolve this issue, I want my $100.00 refunded to me or my loan that I was told I was qualified for. I have screenshots of text messages from them telling me what to do and how to do it and that I was getting my loan, as well as a loan approved letter from them on department letterhead and photos of the **** gift card and the purchased amount and them stating that they obtained the $100.00
I have the letter of loan approval from Friday May 19th 2023. I would like to resolve this by obtaining my loan, or at very least, having my $100.00 refunded to my account. Thank youBusiness Response
Date: 06/01/2023
June
1, 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:
“I was contacted by Advance America Inc this past week in reference to a personal loan that I applied for.”
Mr. ***** stated, “I was advised that I was qualified and approved for the loan in the amount of $3000.00 I was then told that I had to pay a fee of $100.00 to generate a code to use ******* ***** to send my loan due to the fact that they do not use my Banking institution, Woodforest.”
Mr. ***** stated he was told to obtain a “…**** gift card in the amount of $100.00, when I had done so, I was to then call them and provide them with the numbers on the card, and that it was refundable, it would be in with my loan in the amount of $3100 However, I was then contacted by Advance America and told that I now had to go buy another **** card and loan $150.00”.
Mr. ***** stated it was to increase credit score by “…30 points” and it would “release the loan to me.”
Mr. ***** stated he was then harassed the next day due to not complying with the extra $150.00.
Lastly, Mr. ***** stated, “I have the letter of loan approval from Friday May 19th 2023.”
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 would never require customers to purchase gift cards for any purpose
whatsoever. Advance America does not have knowledge or record of Mr. ******* 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 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 Ohio, Inc. under any applicable laws,
statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:05/24/2023
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.
I received a couple of emails from this company claiming that my payments was past due. I never applied for a loan at Advance Cash America. I informed them that and they claimed they have proof that I borrowed money from them. They continued to make threats stating if I didn't pay, they would take legal action against me. I would get arrested, they would take me to court and they would take it out of my wages.Business Response
Date: 06/01/2023
June
1, 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*****:
Purpose
Financial, Inc. f/k/a Advance America, Cash Advance Centers, 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 received a couple of emails from this company claiming that my payments was past due.”
Ms. ********* stated, “I never applied for a loan at Advance Cash America.”
Ms. ********* further stated, “I informed them that they claimed they have proof that I borrowed money from them” and “They continued to make threats stating if I didn’t pay, they would take legal action against me.”
Lastly, Ms. ********* stated, “I would get arrested, they would take me to court and they would take it out of my wages.”
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. Advance America is not affiliated with a company named “Advance
Cash America.” Lastly, Advance America does not operate any brick-and-mortar
storefronts in the state of Virginia, nor does it offer online services to
Virginia residents.
These communications and payment requests
appear to be part of an effort to defraud consumers by falsely claiming to
represent Advance America and further 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 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 Purpose Financial,
Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 06/01/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID 20099385, and find that this resolution is satisfactory to me.
Regards,
Lakenda RobertsonInitial Complaint
Date:05/23/2023
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 was sent an email letting me know my loan application was approved by Mr ***** ****** I called him to get everything in order for the beginning of the conversation he was racing through what I guess is the script he has to say he seemed upset when I asked him to repeat what he was saying then when we got to the banking information he had an old account listed so I corrected that but the 2 accounts I gave he said they wouldn't work and when I was asking what if anything we could do he hung up on me his demeanor was unpleasant and unprofessional and that interaction with someone listed as a Sr anything in the company has left me with a truly bad opinion about a company that has someone so unprofessional as the one that would represent you when dealing with the public at large. Thank you for your time sincerely ****** *******Business Response
Date: 05/25/2023
May 25,
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 Mr. ******** complaint, he
asserts:
“I was sent an email letting me know my loan application was approved by Mr David N*****”.
Mr. ****** stated he [Mr. N*****] was running through his application information and “he seemed upset when I asked him to repeat what he was saying when we got to the banking information he had an old account listed so I corrected that but the 2 accounts I gave he said they wouldn’t work and when I was asking what if we could do anything he hung up”.
Mr. ****** lastly stated the interaction “…left me with a truly bad opinion about a company that has someone so unprofessional as the one that would represent you when dealing with the public at large.”
After a diligent search of our
records, we could not locate any open or closed accounts associated with Mr.
******** personal information provided within his complaint. Advance America does
not contact customers regarding their application information unless additional
documentation is needed prior to the loan decision. Additionally, Advance
America does not operate any brick-and-mortar storefronts in the state of
Maryland, nor does it offer online services to Maryland residents. Advance
America does not have knowledge or record of Mr. ******** loan request.
These communications appear to be
part of an effort to defraud customers 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 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 communications 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. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:05/22/2023
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.
This was from June, 26, 2019. Advanced America has been harassing me since this incident, I've sent this email, and numerous emails, talked to numerous collections agencies over this particular account, and have been reassured over and over that it's been taken care of, and now, here we are, corporate, greedy Advance Money America has sent me to collections for a loan, that never existed, however, (I did receive a loan from them, which was accounted for and paid off). Here is there 1st letter sent.
Good evening,
I applied for a loan on June 21, 2019, while applying for this loan, i was asked if there were any changes from a previous loan application, at which time i entered my new checking account information for:
FFCU:
Acct#: ########
Routing #: #######
I was then pre-approved for a $1000.00 loan on June 22, 2019, and was asked to view, upoad a recent paystub, and sign the loan agreement. I did all of this, but could not view the loan agreement (but was able to sign it) an error code was coming up on Advance America's end stating to retry again at another time for the documents. (Saturday, and Sunday, June, 22, 23, 2019) i was still having error messages and issues viewing the agreement
When i was finally able to view and download the document, and was approved for $1000.00 loan it was Monday, June 24, 2019. I checked my account on Tuesday and the money was not there, so I reviewed the documents and realized Advanced America THE WRONG Bank, routing, and account number for me. Advanced America has this INFORMATION AND NOT ONLY IS IT INCORRECT, IT IS NOT EVEN MINE:
PNC:
ACCT NO: xxxxxxxx
ROUTING NO: xxxxxxxxx
(WRONG ACCOUNT)
PLEASE CORRECT WITH THE RIGHT ACCOUNT INFORMATION:
CRYSTAL SHOOKMAN
FFCU:
Acct#: xxxxxxxxx
Routing #: xxxxxxxxxx
MY DATE OF BIRTHDAY IS: NOVEMBER xxxx, xxxxx
S: xxx-xx-xxxx
ADDRESS: xxxxx xxxxx xxxxx,
Xxxxxxxx
Xxx-###-####
THANK YOU,
C.Business Response
Date: 06/05/2023
June
5, 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 Ohio, 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:
“Advanced America has been harassing me since this incident, I’ve sent this email, and numerous emails, talked to numerous collections agencies over this particular account, and have been reassured over and over that it’s been taken care of, and now here we are, corporate, greedy, Advance Money America has sent me to collections for a loan, that never existed, however, (I did receive a loan from them, which was accounted for and paid off).”
Ms. ******** provided verbiage from letters that she had sent. Ms. ******** stated she was looking to obtain a new loan to which she updated her checking account information. Upon signing the agreement and agreeing to the overall loan amount, Ms. ******** stated she was receiving an error and was unable to view the loan agreement.
Ms. ******** stated after a few days, she was able to view the loan agreement, however still had not received the loan proceeds.
Ms. ******** stated “…I reviewed the documents and realized Advanced America THE WRONG Bank, routing, and account number for me.”
According
to our records, Ms. ******** entered into a Consumer Installment Agreement
(“Agreement”) on June 25, 2019, through the Advance America portal. Pursuant to
the Agreement, Ms. ******** agreed to repay an amount of one thousand two
hundred ninety dollars and forty-seven cents ($1290.47) in 14 bi-monthly
payments of eighty-six dollars and three cents ($86.03) and one (1) final
payment of eighty-six dollars and five cents ($86.05). Ms. ******** requested
her loan proceeds to be sent via ACH to her bank account.
Ms.
******** called Advance America on June 26, 2019, stating the loan proceeds
that were sent to her bank account were never received. Upon review, the loan
proceeds were sent to her PNC Bank account, which account number she entered
during the application process. However, Ms. ******** wanted the loan proceeds
to go to a different bank account. Ms. ******** was advised, Advance America would
need to receive the funds back from PNC to rescind her loan and then she could
reapply with her new bank account information. On July 1, 2019, Advance America
attempted to recoup the funds from the PNC account, however, Ms. ********** PNC
bank account was closed, and the funds were not returned. Thus, Ms. Shookman’s
loan could not be rescinded. To date, the funds have not been returned to
Advance America.
Although
Ms. ******** provided documentation demonstrating the loan proceeds were returned,
Advance America’s payment processer has confirmed the funds were never received
back. Regardless, as a matter of customer service, Ms. ********** debt, which
was sold to ***** ********, has been bought back and waived. Ms. ******** no
longer owes a balance to Advance America.
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:05/19/2023
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.
I have received a email from cash advance America saying I owe them almost 1000.00 and I've never borrowed money from themBusiness Response
Date: 05/23/2023
May
23, 2023
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms.
***** *****, 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 Ms. ***** *****. We
have thoroughly reviewed and appreciate
the opportunity to respond.
In
Ms. *****’s complaint, she asserts the following:
“I have received a email from cash advance America saying I owe them almost 1000.00 and I’ve never borrowed money from them”.
After
a diligent search of our records, we could not locate any open accounts
associated with Ms. *****’s personal information provided with her complaint.
Advance America is not affiliated with a company named “Cash Advance America.”
These
communications appear to be part of an effort to defraud consumers by
falsely claiming to represent Advance America and further 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 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 Purpose Financial,
Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 05/24/2023
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,
***** *****
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