Business Profile

Loans

Advance America

Complaints

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

Customer Complaints Summary

324 total complaints in the last 3 years.
116 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/04/2023
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.
I took out a loan from Advance America which i have done several times and paid back in full. This time during the pay back process I had to change banks due to a dispute with USAA. I contacted them and asked them how to update my bank info with them so that my payments could continue. I was told to send a copy of a starter check or a statement to a specific email address. I replied back that I had neither of those things as the account was brand new and asked they advise me what to do. There was no response so I let 30 days pass so a statement would generate and sent them a statement. I was then told they still needed to verify my routing number. I asked how i could help do that for them and there was no response. After a few days I went ahead and sent screen shots of my online account routing number and at that point I advised them I would no longer be attempting to update my payment information as I had been attempting to do so for so long and not getting any response. I did check my profile on the account and they showed my bank statement scanned in and attached but never attempted to use this information to keep pulling my payments.
Business Response
Date: 05/12/2023
May
12, 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 with your agency by Ms. ***** ********. We have thoroughly reviewed and appreciate the
opportunity to respond.

In
the complaint, Ms. ******** asserts the following:
During her most recent loan, Ms. ******** stated “…I had to change banks due to a dispute with ****.”
Ms. ******** stated, “I contacted them [Advance America] and asked them how to update my bank info with them so that my payments could continue.”
Ms. ******** stated she was told to provide a “copy of a starter check or a statement” however, she did not have those items due to the account being so new and requested what else she could do.
Ms. ******** stated, “There was no response so I let 30 days pass so a statement would generate and sent them a statement” however, the statement did not have the routing number.
Lastly, Ms. ******** stated, “I advised them I would no longer be attempting to update my payment information as I had been attempting to do so for so long and not getting any response.”

According
to our records, Ms. ******** entered into a Consumer Installment Agreement
(“Agreement”) on May 5, 2022, through the Advance America portal. Pursuant to
the Agreement, Ms. ******** agreed to repay an amount of one thousand five
hundred thirty-two dollars and seventeen ($1532.17) in 25 bi-monthly payments
of fifty-eight dollars and ninety-three cents ($58.93) and one (1) final
payment of fifty-eight dollars and ninety-two cents ($58.92). Ms. ******** made
nine (9) payments as agreed.

On
October 1, 2022, Ms. ******** emailed Advance America regarding updating her
banking information. At that time, she was told a statement or check that
contained both her routing number and account number was needed. On October 26,
2022, Ms. ******** submitted her bank statement showing the account number,
however, no routing number. Again, Ms. ******** was advised she needed to
provide proof of her routing number. Advance America followed policy and
procedure with regards to the request. To date, Ms. ******** has not provided
any documentation that verified her routing number.

We attempted to contact Ms. ******** multiple times after
October to answer any of her questions and assist her with concerns related to
her loan account in addition to attempting to collect her balance due, however our
attempts were unsuccessful. After several months, Ms. ********’s loan was eventually
sold to **** **** Capital, LLC on March 19, 2023. Ms. ******** may reach out to
**** **** Capital at (877) ******** to discuss mutually agreeable payment
options.

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 Analyst
Customer Answer
Date: 05/15/2023
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.

My documents shoe multiple attempts to give them my routing number, show they were in possession of my routing number and that my emails were left with no response. Their "multiple attempts to reach me" were non human system generated email.payment reminders. No human personally reached out to resolve the issue of obtaining my routing number that I had given multiple times.

Regards,

***** ********
Business Response
Date: 05/18/2023
May
18, 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 with your agency by Ms. ***** ********. We have thoroughly reviewed and appreciate the
opportunity to respond.

In
the complaint, Ms. ******** asserts the following:
“I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.”
Ms. ******** stated, “My documents shoe multiple attempts to give them my routing number, show they were in possession of my routing number and that my emails were left with no response.”
Lastly, Ms. ******** stated, “No human personally reached out to resolve the issue of obtaining my routing number that I had given multiple times.”

As
stated in the May 12, 2023, response, according to our records, Ms. ********
entered into a Consumer Installment Agreement (“Agreement”) on May 5, 2022, through
the Advance America portal. Pursuant to the Agreement, Ms. ******** agreed to
repay an amount of one thousand five hundred thirty-two dollars and seventeen
($1532.17) in 25 bi-monthly payments of fifty-eight dollars and ninety-three
cents ($58.93) and one (1) final payment of fifty-eight dollars and ninety-two
cents ($58.92). Ms. ******** made nine (9) payments as agreed.

On
October 1, 2022, Ms. ******** emailed Advance America regarding updating her
banking information. At that time, she was told a statement or check that
contained both her routing number and account number was needed. On October 26,
2022, Ms. ******** submitted her bank statement showing the account number,
however, no routing number. Again, Ms. ******** was advised she needed to
provide proof of her routing number. Advance America followed policy and
procedure with regards to the request. To date, Ms. ******** has not provided
any documentation that verified her routing number.

We attempted to contact Ms. ******** multiple times after
October to answer any of her questions and assist her with concerns related to
her loan account in addition to attempting to collect her balance due, however
our attempts were unsuccessful. With reference to Ms. ********'s complaint
regarding “No human personally reached out…” Advance America utilizes a dialer
system to dial the customer’s number, once the customer answers, a live agent
is there to assist. After several months, Ms. ********’s loan was eventually
sold to **** **** Capital, LLC on March 19, 2023.
We recommend Ms. ******** reach out to **** **** Capital at
(877) ******** to discuss mutually agreeable payment options.

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 Analyst
Customer Answer
Date: 05/18/2023
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.

In the email document I have provided you can see where I asked them how to get them my routing number. I asked if a screen shot of my account info was acceptable. There was no response so I sent a screen shot from my online banking account with routing and account number. I do not ever order checks because I do not use them and would not be paying to order a set of checks just to send them one.

Regards,

***** ********
Initial Complaint
Date:05/03/2023
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.
I received several emails from a gmail account on 5/2/23 claiming to represent Advance America. He said that I owe money and if not paid that they will take me court. The emails were threatening. I believe this is a scam and is fraudulent. The email that was used was ***********************.
Business Response
Date: 05/05/2023
May
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 Louisiana, LLC (“Advance America”) is in
receipt of a complaint filed by Ms. **** ******. We have
thoroughly reviewed and appreciate the
opportunity to respond.

In
Ms. ******** complaint, she asserts:
“I received several emails from a gmail account on 5/2/23 claiming to represent Advance America.”
Ms. ****** stated, “He said that I owe money and if not paid that they will take me to court.”
Ms. ****** stated, “The email that was used was ***********************”
Ms. ****** provided screenshots of the emails received.

After
a diligent search of our records, we could not locate any open or closed
accounts associated with Ms. ******** personal information provided within her
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. Additionally, Advance America employees do
not utilize email addresses on the server “@gmail.com” for any business
purpose.

These
communications appear to be part of an effort to defraud customers 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 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 Advance America, Cash
Advance Centers of Louisiana, LLC under
any applicable laws, statutes, or procedures.

Sincerely,

Ally P*****
Senior Compliance Governance & Risk Analyst
Initial Complaint
Date:05/01/2023
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.
They are claiming I received a payday loan from them. I have never applied for any type of loan with them. They are threatening to take me to court, seize my bank account, and contact my employer.
Business Response
Date: 05/05/2023
May
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 Florida, LLC (“Advance America”) is in receipt
of a complaint filed by Ms. ****** ******. We have
thoroughly reviewed and appreciate the
opportunity to respond.

In
Ms. ******** complaint, she asserts:
“They are claiming I received a payday loan from them.”
Ms. ****** stated, “I have never applied for any type of loan with them” and “They are threatening to take me to court, seize my bank account, and contact my employer.”

After
a diligent search of our records, we could not locate any open or closed
accounts associated with Ms. ******** personal information provided within her
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.

These
communications appear to be part of an effort to defraud customers 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 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 Advance America, Cash
Advance Centers of Florida, LLC under
any applicable laws, statutes, or procedures.

Sincerely,

Ally P*****
Senior Compliance Governance & Risk Analyst
Initial Complaint
Date:05/01/2023
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.
TOOK OUT A LOAN LAST MAY AND PAID IT OFF, AND THEY ARE STILL TRYING TO COLLECT. CALLED OTHERS WITH A FALSE CLAIM. HARASSING
Business Response
Date: 05/08/2023
May
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*****:

Advance
America, **** ******* ******* ** *********** *** (“Advance America”) is in
receipt of a complaint filed by Ms. ******** *******. We
have thoroughly reviewed and appreciate
the opportunity to respond.

In
Ms. ********* complaint, she asserts the following:
“TOOK OUT A LOAN LAST MAY AND PAID IT OFF, AND THEY ARE STILL TRYING TO COLLECT.”
Ms. ******* stated, “CALLED OTHERS WITH A FALSE CLAIM” and “HARASSING.”

According
to our records, Ms. ******* entered into a Loan Agreement (“Agreement”) with Advance
America located at ***** ********** **** ** ******* ** ***** on May 23, 2022.
Pursuant to the Agreement, Ms. ******* agreed to repay an amount of three
hundred dollars ($300) on or before June 10, 2022. On July 8, 2022, a debit
card payment of three hundred dollars ($300) was attempted, however that debit
attempt returned unpaid. Ms. ******* made one (1) fifty-dollar payment towards
her balance as of August 5, 2022. After multiple unsuccessful attempts to
collect the remaining balance and contact Ms. Licursi, her loan was sold to
**** **** *******, LLC on March 26, 2023.

We
recommend that Ms. ******* reach out to **** **** ******* at ***** ******** to
discuss mutually agreeable payment options.

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 Analyst
Initial Complaint
Date:04/25/2023
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.
I took out a payday loan on 4/3/23. The repayment date was scheduled for 4/25/23. I reached out to customer service on 4/20/23 to ask for a repayment extension to 5/10/23. That requested was granted and my new reapyment date was 5/10/23. However, on 4/25/23, the full repayment amount was debited from my checking account. This was two weeks early. I'd like a refund of my finance charge of $81.40
Business Response
Date: 05/03/2023
May 3,
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 Indiana, 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 took out a payday loan on 4/3/23.”
Ms. ******** stated her due date was scheduled for April 25, 2023, however, she reached out to “customer service on 4/20/23 to ask for a repayment extension to 5/10/23.”
Ms. ******** stated that she was granted the extension, however, “on 4/25/23, the full repayment amount was debited from my checking account.”
Ms. ******** is looking for a refund and credit of her finance charge.

According to our records, Ms.
******** entered into a Pay Day Loan Agreement, (“Agreement”) with Advance
America through the online portal on April 1, 2023. Pursuant to the Agreement, Ms.
******** agreed to repay an amount of seven hundred twenty-five dollars and
forty cents ($725.40) on or before April 25, 2023. According to our notes, Ms.
******** requested the payment extension via chat with an agent. Records show
the extension was granted and the script was provided to Ms. ********; however,
the agent mistakenly did not complete all steps in the point-of-sale computer
system to officially complete Ms. ********’s request. We have informed the
proper channels, as well as the agent, to ensure proper procedures are consistently
followed and to help ensure this will not occur again.

Advance America strives for
excellent customer service, and we regret when a customer has a less than exemplary
experience. We sincerely apologize for the inconvenience this has caused Ms.
********. On May 1, 2023, the payment that was made on April 25, 2023, was
returned by our Treasury department to Ms. ********’s bank account.
Additionally, Ms. ********’s finance charge will be credited once the principal
balance of six hundred forty-four dollars ($644) is paid in full. Lastly, if
Ms. ******** incurred non-sufficient fund fees due to our error, she may submit
her bank statement showing the fees to ************************************m and we will work to refund those as well.

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 Indiana, Inc. under any applicable laws,
statutes, or procedures.

Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
Initial Complaint
Date:04/24/2023
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.
On April 20,2023 I received a message from Advance America - stating my loan was approved. I contacted Samuel J****** at ************, went over my loan approval of $5,000 paid back at $166 a month for 36 months.
Then transferred me to Tom A******* in Funding Dept and went over my ******* **** info. Mr. A******* said because my credit score was do low, I would receive$490 deposited into my ******* **** account and then I would have to go to ******* and sent $470 back to Advance Amercica via a bar code they'd provide. So on the 21st I went to *******, Mr. A******* sent me a bar code - however ******* **** had a 24 hour hold on the money and I told Mr. A*******. I'd return the following day to get this done. On April 22, I again returned to ******* - now Gavin at ************ provided me the code. I sent Gavin the $470 via the bar code he provided. Gavin told me he would call an hour later with confirmation of my loan deposit.
After several hours, I hadn't heard from Gavin and I received a text message saying I'd receive the loan into my account on Saturday as he was extremely busy. Saturday - I received nothing. Sunday the same. But my ******* **** account is a negative -$470!
Today Monday -April 24, I just hung up with Gavin - he is now
saying he can't deposit the loan into my Regions account, but will overnight a cashier's check to me - which will include another $470 along with the loan if $5,000- but I have to pay him $200! Told him I don't have $200 and I have been waiting for this loan since the 20th. Kept saying I was trying to tell him how to do his job. I asked about the negative $470 - he said I would receive a cashier's check in 10 days and hung up.
Then I received a text message from him reflecting 3 different cashier's checks made out to 3 different people?
I'll attach that to this complaint.
I really want the loan they promised but feel like it's a scam!
I've attached the loan documents I received, the bar code showing I sent the $470 to Gavin and that mysteries cashier's checks Gavin texted me.
Business Response
Date: 05/01/2023
May
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*****:

Advance
America, Cash Advance Centers of Florida, LLC (“Advance America”) is in receipt
of a complaint filed by Ms. ****** *******. We
have thoroughly reviewed and appreciate
the opportunity to respond.

In Ms. Whitney’s
complaint, she asserts the following:
“On April 20, 2023 I received a message from Advance America – stating my loan was approved.”
Ms. ******* stated she contacted an individual by the name of “Samuel J****** at ************, went over my loan approval of $5,000 paid back at $166 a month for 36 months.”
Ms. ******* stated she was then transferred to another individual who informed her “…my credit score was do low, I would receive $490 deposited into my Regions Bank account and then I would have to go to Walmart and sent $470 back to Advance America via a bar code they’d provide.”
Ms. ******* stated she sent the $470 as requested and never received her loan funds as agreed.

After a diligent
search of our records, we could not locate any open or closed accounts using
the information provided in Ms. ********* complaint. Advance America would
never deposit funds into a customer’s account only to request their immediate
return. Additionally, Advance America does not own the phone number “************”.
Lastly, Advance America does not have knowledge or record of Ms. ********* loan
request.

These communications appear to be part of an
effort by criminals 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, that she not disclose any personal information to the individuals, and,
if appropriate, report such communication to law enforcement.

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 Analyst
Customer Answer
Date: 05/01/2023
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 would appreciate that Advance Amercica also follow through this company - I have attached the letters received from them and the copy of the money I returned to them. And they forwarded to me 3 cashier's checks that have nothing to do with me or my so called loan.
I would think this Advance Amercica would want to take action against this fraud company as well.

Regards,

Sandra W******
Business Response
Date: 05/03/2023
May
3, 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 Florida, LLC (“Advance America”) is in receipt
of a complaint filed by Ms. ****** *******. We
have thoroughly reviewed and appreciate
the opportunity to respond.

In Ms. ********* complaint, she asserts the following:
“I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.”
MS. ******* stated, “I would appreciate that Advance America also follow through this company – I have attached the letters received from them and the copy of the money I returned to them.”
Ms. ******* stated, “I would think this Advance America would want to take action against this fraud company as well.”

As mentioned in
the previous response from May 1, 2023, we could not locate any open or closed
accounts using the information provided in Ms. ********* complaint. Advance
America would never deposit funds into a customer’s account only to request
their immediate return. Additionally, Advance America does not own the phone
number “************”. Lastly, Advance America does not have knowledge or
record of Ms. ********* loan request.

These
communications appear to be part of an effort by criminals 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. Advance
America takes these types of communications very seriously and conducts further
investigations.

We recommend that
Ms. ******* continue to document all details of any such communications in the
future, that she not disclose any personal information to the individuals, and,
if appropriate, report such communication to law enforcement.

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 Analyst
Initial Complaint
Date:04/17/2023
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.
Well, this company has contacted me about once every six or eight months threatening me to pay for this supposed account (Account: ********). I have asked them to send me everything in writing and then they say that they have me on video and threated to take me court. But, nothing ever gets sent to mke in writing, and nothing gets filed with the courts. Then on 04/14/2023, they have this account listed with a collection agency called ******** ********** Co, and it is listed on Experian and Transunion credit reporting agencies. I have disputed with the collections agency, as well as the Experian and Transunion. I have never done any kind of business with this company.
Business Response
Date: 05/03/2023
May
3, 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*****:

ACSO
of Texas, L.P., d/b/a Advance America (“Advance America”) is in receipt of a
complaint filed by Mr. ***** *****. We have
thoroughly reviewed and appreciate the
opportunity to respond.

In
Mr. *****s complaint, he asserts:
“this company has contacted me about once every six or eight months threatening me to pay for this supposed account (Account: ********).”
Mr. ***** stated he has requested information to be mailed and in writing, “then they say they have me on video and threated to take me court.”
Mr. ***** stated “on 04/14/2023, the have this account listed with a collection agency called ******** ********** Co, and it is listed on Experian and Transunion credit reporting agencies.”

In Texas, Advance America operates as a Credit Services
Organization (“CSO”) and assists customers in gathering information to provide
to ********* ***** *******, 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, Mr. ***** entered into a Pay Day Loan Agreement, Promissory
Note and Security Agreement (“Agreement”) with the Lender through the online
portal on June 22, 2018. Pursuant to the Agreement, Mr. ***** agreed to repay
an amount of five hundred sixty-five dollars and fifty-six cents ($565.56) on
or before July 6, 2018. After multiple unsuccessful attempts to contact Mr.
***** and to collect the balance, his loan was sold to ***** ******** December
6, 2020.

***** ******** has verified Mr. ***** loan was placed with ******** ********** Company
Inc, on March 6, 2023. They have also confirmed prior to the placement, no
previous communication or dispute from Mr. ***** was received. If Mr. ***** did
not request this loan in 2018, he must obtain a police report and/or Federal
Trade Commission Identity Theft Report (FTC Report) and send to **********************************com to further assist 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 Texas, L.P., under any applicable laws, statutes, or procedures.

Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
Customer Answer
Date: 05/04/2023
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.
None of the companies mentioned have ever sent me anything in writing about this supposed debt. Up until this complaint with the Better Business Bureau, has any type of written communication been sent by any of the companies mentioned. Plus, they have not sent anything along with their response to confirm the validity of this supposed debt. When I have been contacted via phone calls, by said companies, and asked for written verification of said debt, none was ever sent. So, just because they claim the debt is valid, does not make it so. The Fair Debt Reporting Act, states that written verification of the supposed debt must be sent to the person disputing it. This has never been done.
This debt was challenged on my TransUnion Credit report and the account was closed on 04/20/2023 by the collection agency. But yet the refuse to close it on my Experian Credit report. I hear by ask that this supposed debt be removed from all credit reports, with prejudice, from all three credit reporting agencies: Experian, TransUnion, and Equifax. Also, I hear by request that these companies leave me alone due to never supplying any kind of written verification for this supposed debt.
Regards,

***** *****
Business Response
Date: 05/11/2023
May
11, 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*****:

ACSO
of Texas, L.P., d/b/a Advance America (“Advance America”) is in receipt of a
complaint filed by Mr. ***** *****. We have
thoroughly reviewed and appreciate the
opportunity to respond.

In
Mr. ****’s complaint, he asserts:
“I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.”
Mr. ****s stated “None of the companies mentioned have ever sent me anything in writing about this supposed debt.”
Mr. ****s requests “that this supposed debt be removed from all credit reports, with prejudice, from all three credit reporting agencies”.

In Texas, Advance America operates as a ****** ******** ************ (“CSO”) and assists customers in gathering information to provide
to ********* ***** *******, 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.

As
mentioned in our previous response from May 3, 2023, according to our records, Mr.
****s entered into a Pay Day Loan Agreement, Promissory Note and Security
Agreement (“Agreement”) with the Lender through the online portal on June 22,
2018. Pursuant to the Agreement, Mr. ****s agreed to repay an amount of five
hundred sixty-five dollars and fifty-six cents ($565.56) on or before July 6,
2018. After multiple unsuccessful attempts to contact Mr. ****s and to collect
the balance, his loan was sold to ***** ******** December 6, 2020. If Mr. ****s
did not request this loan in 2018, he must obtain a police report and/or
Federal Trade Commission Identity Theft Report (FTC Report) and send to *********************************.com to assist further in our investigation.

***** ******** has verified Mr. ****s loan was placed with ******** ********** ******* Inc, on March 6, 2023. They have also confirmed prior to the placement, no
previous communication or dispute from Mr. ****s was received. We are noting,
as of May 8, 2023, without obligation to do so, ***** requested the tradeline
to be removed from Mr. ****’s bureau report.
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 Analyst
Customer Answer
Date: 05/15/2023
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 have never done any kind of business with this company. In their reply, they go on to explain with the company is considered in Texas. This is the state that I currently reside in. But from 2013 to 2022, I lived in ******** ***** ********. According to the company's own statement, this supposed transaction was done in 2018. By their answer, the transaction took place in Texas, not ********.
Not only that, but they still have yet to send any kind of written verification through the mail. None has been sent from the time that they started harassing me about four years ago up to and including now.
So, this only goes to prove that this isn't my account. This account needs to be removed from my credit reports with prejudice, and never appear on any of my credit reports again.

Regards,

***** *****
Initial Complaint
Date:04/17/2023
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.
Dec 9, 2022
$ 355.00

I am not liable for this debt with “12 ADVANCE AMERICA” and do not have a
contract with debt recovery solutions. They also did not provide me with the
orginial application like I asked also I failed to locate a foreign
qualification form giving them the authorization to " do business" or
"transaction" from state of Louisiana Secretary of State being that their business
state is New York
Business Response
Date: 04/26/2023
April
26, 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 Louisiana, LLC (“Advance America”) is in
receipt of a complaint filed by Ms. ******** ***. We
have thoroughly reviewed and appreciate
the opportunity to respond.

In
Ms. ***** complaint, she asserts the following:
“Dec 9, 2022 $ 355.00 I am not liable for this debt with ’12 ADVANCE AMERICA’ and do not have a contract with debt recovery solutions.”
Ms. *** stated “They also did not provide me with the original application like I asked also I failed to locate a foreign qualification form giving them authorization to ‘do business’ or ‘transaction’ from state of Louisiana Secretary of State being that their business state is New York.”

According
to our records, Ms. *** entered into a Pay Day Loan Agreement (“Agreement”)
with Advance America on July 26, 2019, at the store front located at **** ********** ******* ***** **** **** ********** ** *****. Pursuant to the
Agreement, Ms. *** agreed to repay an amount of three hundred fifty-five
dollars ($355) on or before August 9, 2019. After many unsuccessful attempts to
contact Ms. *** and collect the balance, her loan was sold to ***** ********* *** on December 26, 2021.

We
recommend Ms. *** reach out to ***** ********, LLC at ***** *** ***** to
discuss mutually agreeable payment options. ***** ********, LLC uses Debt
Recovery Services to collect upon Ms. ***** 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 Louisiana, LLC under
any applicable laws, statutes, or procedures.

Sincerely,

Ally P*****
Senior Compliance Governance & Risk Analyst
Initial Complaint
Date:04/14/2023
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.
I applied for a loan through advance america. I was told that the 9,000 would be direct deposit into my account by today at 10am and I haven't received it. I have reached out to them since there is no phone number to call.
Business Response
Date: 04/19/2023
****************April
19, 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.

Ms.
******* asserts the following:
“I applied for a loan through advance america” and “I was told that the 9,000 would be direct deposit into my account by today at 10am and I haven’t received it.”
Lastly, Ms. ******* stated she has been unable to reach out to “them since there is no phone number to call.”

After
a diligent search of our records, we could not locate any open or closed
accounts associated with the personal information provided in Ms. *******’s
complaint. Advance America does not offer $9,000 loans in the state of
Michigan. Additionally, Advance America is not aware of or have record of Ms.
*******’s loan request.

These
communications 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 Ms. ******* continue to document all details of such communications
in the future, to 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 ACSO of Michigan, Inc.
under any applicable laws, statutes, or
procedures.

Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
Customer Answer
Date: 04/19/2023
Better Business Bureau,

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

Regards,

***** *******
Initial Complaint
Date:04/05/2023
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.
I received this email "
Amanda,
Great News! We've extended your Settlement Offer through April 30, 2023.
Take advantage of this offer by April 30, 2023 and you will reduce your balance by 75%. This means your payoff balance is $16.42.
-- Problem is I paid ******* Financial Services and have the drafts from my bank showing I completed my end.
This is that email.
******* Financial Services LLC
P.O. Box **** ******, IL 60076 / **** ******* Ave Ste. **** ****** IL 60077
Hours of Operation (CST) : M-TH 8am – 8pm / Fri 8am – 5pm / Sat 8am - 5pm
Telephone: (855* ******** / Website: ************************ 07/24/2022
Our Reference Number: ******** Original Creditor: Advance America (Payday Loan)
Original Creditor Account Number: XXX**** Current Creditor To Whom Debt Is Owed: ***** Services, LLC
Current Creditor Account Number* *******
Original Balance: $160.73
Compromise Offer: $80.37 Amount Remaining on Compromise Offer: $80.37
RE: ****** ****** This communication serves as your written verification for the terms of this agreement that have been authorized on the above referenced debt. Any variation from the provisions outlined in this letter, without consent from this office, may nullify this offer. Upon clearance of your final payment, we will issue you a release letter within 30 days. The total amount authorized is $80.37 in the following payments.
07/23/2022 - $40.18
08/23/2022 - $40.19
This communication is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. Sincerely,
Jonathan V******
Account Manager
******* Financial Services, LLC
Phone Number: (855) ******** --Bank transactions. both $50+ after fees
Convenience Check Adjustment Wednesday, July 27, 2022-$50.13 ******* Financial Serv 844-******** Sunday, August 21, 2022-$50.14
(I also have the screen shots.)
Business Response
Date: 04/14/2023
April
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. Rigdon:

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
Ms. ******’s complaint, she asserts:
“I received this email ‘******* Great News! We’ve extended your Settlement Offer through April 30, 2023.”
Ms. ****** stated the email said, “Take advantage of this offer by April 30, 2023, and you will reduce your balance by 75%” and “This means your payoff balance is $16.42.”
Lastly, Ms. ****** stated, “Problem is I paid ******** Financial Services and have the drafts from my bank showing I completed by end.”
Ms. ****** included the screenshots showing the payments.

In Texas, Advance America operates as a Credit Services
Organization (“CSO”) and assists customers in gathering information to provide
to ********* ***** *******, 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. ****** had two (2) loans with Advance America. One (1) of
which is still in house, while the other has been sold to ***** Services, LLC.

Ms.
****** entered into a Pay Day Loan Agreement, Promissory Note and Security
Agreement (“Agreement”) with the Lender through the online portal on November
29, 2018. Pursuant to the Agreement, Ms. ****** agreed to repay an amount of
one hundred seventy-five dollars and sixty-six cents ($175.66) on or before
December 13, 2018. On December 13, 2018, Ms. ****** requested to roll over her balance
of one hundred twenty dollars ($120). To complete the request, Ms. ****** paid
fifty-five dollars and sixty-six cents ($55.66) which later was returned
unpaid. Ms. ****** failed to provide a completed payment as set forth by the
agreement. Ms. ****** currently has a balance owed of sixty-five dollars and
seventy-one ($65.71). This balance includes a ten-dollar returned check fee.
The settlement email Ms. ****** is referencing is associated with the loan
still owed to Advance America. Ms. ****** may contact our Customer Care Team at
(844) ******** to pay the settlement.

According
to our records, Ms. ****** entered into a Pay Day Loan Agreement, Promissory
Note and Security Agreement (“Agreement”) with the Lender through the online
portal on December 13, 2018. Pursuant to the Agreement, Ms. ****** agreed to
repay an amount of one hundred fifty dollars and fifty-seven cents ($150.57) on
or before December 27, 2018. Ms. ****** failed to provide a completed payment
as set forth by the agreement. After many unsuccessful attempts to contact Ms.
******, her loan was sold to ***** Services, LLC on December 26, 2021. If Ms.
****** has additional questions or concerns regarding her sold loan, she may
reach out to ***** Services at (877) ********.

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 Analyst
Customer Answer
Date: 04/14/2023
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.

Attach full validation and if validated provide an option to pay online. I will not call to pay.

Regards,

****** ******
Business Response
Date: 04/26/2023
April
26, 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
Ms. ******’s complaint, she asserts:
“I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.”
Ms. ****** stated, “Attach full validation and if validated provide an option to pay online” and “I will not call to pay.”

In Texas, Advance America operates as a Credit Services
Organization (“CSO”) and assists customers in gathering information to provide
to ********* ***** *******, 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. ****** had two (2) loans with Advance America. One (1) of
which is still in house, while the other has been sold to ***** Services, LLC. If
she has further questions regarding the sold loan, she may contact *****
Services, LLC at (877) ********. Further validation of the below loans can be
located through our online portal as well as pay any future loans.

Ms.
****** entered into a Pay Day Loan Agreement, Promissory Note and Security
Agreement (“Agreement”) with the Lender through the online portal on November
29, 2018. Pursuant to the Agreement, Ms. ****** agreed to repay an amount of
one hundred seventy-five dollars and sixty-six cents ($175.66) on or before
December 13, 2018. On December 13, 2018, Ms. ****** requested to roll over her
balance of one hundred twenty dollars ($120). To complete the request, Ms.
****** paid fifty-five dollars and sixty-six cents ($55.66) which later was
returned unpaid. Ms. ****** failed to provide a completed payment as set forth
by the agreement. Ms. ****** currently has a balance owed of sixty-five dollars
and seventy-one ($65.71). This balance includes a ten-dollar returned check
fee. The settlement email Ms. ****** is referencing is associated with the loan
still owed to Advance America. As a courtesy and without obligation to do so,
we have waived the balance of sixty-five dollar and seventy-one cents ($65.71).
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 ACSO of Texas, L.P., under any applicable laws, statutes, or procedures.

Sincerely,

Ally P*****
Senior Compliance Governance & Risk Analyst
Customer Answer
Date: 04/27/2023
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 do not have access to the portal online, it will not let me login. I do not know what phone number you have to reset the password. It should be ************. Until I can see it, the debt is still not validated. Again I will not call I have autism and get extreme anxiety when calling. It needs to be fixed online or attached here as of right now all that has been shown is typed out info anyone could produce.

Regards,

****** ******

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