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 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:03/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was trying to get loan and they said I had to pay 125.00 to follow on with loan . After I agreed thinking it was my first payment of loan . She wanted to know my passwords and all for information to my bank so I told her no and I wanted my money back and cancel the loan. She said it would take 2 days to recieve my money back. It's been a week and nothing is happening. She has it on a recorded line stating 2 days . I have the recording myself.
Business Response
Date: 03/17/2023
March 17,
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 South Carolina, Inc. (“Advance America”) is in
receipt of a complaint filed with your agency by Ms. ****** ******, we have reviewed and appreciate the opportunity to
respond.
In
her complaint, Ms. ****** states “I was trying to get loan and they said I had
to pay 125.00 to follow on with loan.” Ms. ****** states “I agreed thinking it
was my first payment of loan.” Ms. ****** states “She wanted to know my
passwords and all for information to my bank so I told her no and I wanted my
money back and cancel the loan.” Ms. ****** states, “She has it on a recorded
line stating 2 days” and “I have the recording myself.
After a diligent
search of our records, we could not locate any open accounts in our system
associated with the personal information in Ms. ******** complaint. Advance America would not
request passwords for any purpose whatsoever. Additionally, Advance America
would also not request immediate payment for a loan that was not approved.
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 Advance America, Cash
Advance Centers of South Carolina, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:03/10/2023
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 check from Advance America for 26.02 for an error in payment calculation for a past loan. The check was damaged when I received it and I have called several times and spoken to Lauren who said the replacement was mailed but I have never gotten it and the last time I spoke to her she seemed to suddenly not remember me at first and then proceeded to say the department responsible for sending the replacement had mailed it and she would call me with a tracking number well she never called and now I called again and am still getting the run around. I want the money I am owed and haven’t received yet. Uploaded is a picture of the damaged check I receivedBusiness Response
Date: 03/20/2023
March
20, 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 with your agency by Ms. ******* ********, we have reviewed and appreciate the opportunity to
respond.
In
her complaint, Ms. ******** states “I received a check from Advance America for
26.02 for an error in payment calculation for a past loan.” Ms. ******** states
“The check was damaged when I received it and I have called several times and
spoken to Lauren who said the replacement was mailed but I have never gotten it
and the last time I spoke to her she seemed to suddenly not remember me”.
Ms.
******** was sent a replacement check (No: ******) on March 6, 2023. The check has
since been cashed on March 13, 2023.
This
letter is written under a full reservation of rights and is not intended to be,
nor should it be construed as, any admission of liability or as a waiver of any
rights afforded to ACSO of Texas, L.P. under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 03/20/2023
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:03/08/2023
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.
On March 5,2023 I received a collection in the amount of $345 on behalf of American Advance from consumer Adjustment collection agency. The agency could not validate this debt. I have no information regarding this debt and ask that this debt be validated as accurate with all signed paperwork. Advance America has never reported as a collection or credit account on my credit report up until recently.Business Response
Date: 03/15/2023
March 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*****:
Advance America, Cash Advance
Centers of South Carolina, Inc. (“Advance America”) is in receipt of a
complaint filed with your agency Ms. ****** *****, we have reviewed and appreciate the opportunity to
respond.
In her complaint, Ms. *****
states “On March 5,2023 I received a collection in the amount of $345 on behalf
of American Advance from consumer Adjustment collection agency.” Ms. ***** is
requesting “that this debt be validated as accurate with all signed paperwork.”
According to our records, Ms.
***** entered into a Customer Agreement (“Agreement”) on August 18, 2017.
Pursuant to the Agreement, Ms. ***** agreed to repay an amount of four hundred
sixty dollars and forty cents ($460.40) on or before April 27, 2017. On April
24, 2017, Ms. ***** requested the loan to be placed into a Repayment plan.
After only receiving one successful payment and multiple unsuccessful attempts
to contact Ms. *****, her loan ($345.30) was sold to **** **** ******* on
7/30/2021.
We recommend Ms. ***** contact **** **** ******* at (877) ******** to discuss mutually agreeable payment
options. Additionally, if Ms. ***** did not request this loan, she may contact
our Customer Care Team at (844) ******** and provide a police report to aid in
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 Advance America, Cash Advance Centers of South Carolina, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 03/15/2023
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 asked that all original signs paper work be sent over to me. Nothing has yet to be produced. I spoke with several Advance America customer service worker as well as went into the ********** location no one was able to produce a signed contract regarding this collection. As per the FDCPA, I have the right to request a validation of this debt. I'm requesting that you prove I am the party who is by contract obligated to pay off this debt.1.Agreementwith your client that authorizes you to collect on this alleged debt
2 .Agreement that bears signature of alleged debtor wherein he promises to pay creditor.
3 .Complete payment of history on this account you wish to collect is correct.
Regards,
****** *****Customer Answer
Date: 03/20/2023
Most Recent MessageDate Sent: 3/15/2023 3:12:41 PM
Complaint: ********
I am rejecting this response because:
The collection agency failed to provide any or all documentation validating this debt. In the response they stated they would reach out to the creditor to receive information requested to validate this debt. The collection agency has been allowed to falsely report a collection ton my credit report without having validation that this debt is accurate. I request that the collection be removed from all 3 credit reports until I receive validation that this debt is accurate . As per the FDCPA, I have the right to request a validation of this debt. I'm requesting that you prove I am the party who is by contract obligated to pay off this debt. Your reporting any invalidated information to major credit bureaus, may constitute defamation of character, as negative listing on credit report does not allow me to enjoy the benefits of good credit. Until you validate this debt you can neither continue collection activity nor report this information on my credit report by law.I'm sure your legal staff will agree that non-compliance with this request is likely to put your company in serious legal trouble with the Federal Trade Commission (FTC ).
Sincerely,
****** *****Business Response
Date: 03/23/2023
March
23, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms. ****** *****, Complaint ID ******** (Reopened)
Dear Ms. R*****:
Advance America, Cash Advance Centers
of South Carolina, Inc. (“Advance America”) is in receipt of the complaint
filed with your agency Ms. ****** *****,
we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. *****
states “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. ***** states “I asked that all original signs paper work be
sent over to me.” Ms. ***** states “I spoke with several Advance America customer
service worker as well as went into the ********** location no one was able to
produce a signed contract regarding this collection.” Ms. ***** states “As per
the FDCPA, I have the right to request a validation of this debt.”
On March 15, 2023, we provided
Ms. ***** with validation of her debt. However, as part of customer service and
without obligation to do so, on March 22, 2023, we requested Ms. *****’s debt
to be removed from **** **** ********’ portfolio. Once the request is
completed, Ms. ***** will no longer have a balance with Advance America.
We hope this resolves Ms. *****’s
concerns.
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 South Carolina, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 03/23/2023
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. I am monitoring my credit and hope to see this debt removed soon.
Regards,
****** *****Initial Complaint
Date:03/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I currently have a line of credit with advance America and I could not come into store and pay what is owed. I called to set up an extended pay plan as they falsely lost on their online they disregard doing for 30days in enough time to tack on 30 days more interest. I am needed the interest to stop. Asking to put loan in “DEFAULT” in order to STOP interest accrual start payment plan please.Business Response
Date: 03/13/2023
March 13,
2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms. Dana
*****, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance
Centers of Tennessee, Inc. (“Advance America”) is in receipt of a complaint
filed with your agency by Ms.
**** *****, we have reviewed and appreciate the opportunity to respond.
In her complaint, Ms. *****
states “I currently have a line of credit with advance America and I could not
come into store and pay what is owed.” Ms. ***** states “I called to set up an
extended pay plan as they falsely lost on their online they disregard doing for
30 days in enough time to tack on 30 days more interest.” Ms. ***** states
“Asking to put loan in ‘Default’ in order to STOP interest accrual start
payment plan please.”
According to our records, Ms.
***** entered into a Customer Line of Credit Agreement (“Agreement”) on July 1,
2022. Ms. ***** was approved for a Credit Line of up to one thousand five
hundred dollars ($1500). Periodically, Ms. *****’ Line of Credit account is
reviewed to determine if her Credit line can be increased and/or Annual
Percentage Rate (APR) can be lowered. On January 18, 2023, Ms. *****’ Credit
line was increased up to one thousand eight hundred dollars ($1800) and her APR
decreased to 159.05% percent. On February 1, 2023, Ms. ***** paid off her loan
in full in the amount of one thousand nine hundred eighty-six dollars and
sixty-eight cents ($1986.68). On February 2, 2023, Ms. ***** made a total draw from
her line of credit of one thousand eight hundred dollars ($1800).
Ms. ***** is provided a monthly statement
containing the minimum payment amount and due date. Unfortunately, a payment
plan is not available with the Line of Credit product. During a call with Ms.
***** on March 2, 2023, Ms. ***** stated she had filed for bankruptcy, but
didn’t have the information to provide to the collections agent. We recommend Ms. ***** contact our Customer
Care Team at ***** ******** to provide her Bankruptcy file number and
Attorney’s name.
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 Tennessee, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:03/01/2023
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.
So I got a loan out a title loan to be exact around 2017 with these people. I like many of others financial crisis when Covid hit and was not able to pay off my loan fast forward to 2022 December I find out that they have forgiven loans with advanced America and I was one of those loans that was forgiven. I was supposedly mailed out a letter, but did not receive it due to me moving. So I did like any other person would do and called so I can update my address and get that information sent to my new address.. my loan got forgiven on December 18 of 2022. It is now March 1 of 2023 and I have not made any progress on getting my title because nobody knows what to do or can help me out. Nobody has any answers.. I have updated my address online I have updated proof of residency. I have called about 30 times in the past three months waiting about 30 minutes each time each time getting the answer “ oh we will submit a ticket. “ not only that they have charged me for January and December’s month of the loan when it was forgiven and I still have not been refunded. They supposedly have to submit a ticket for that as well.. all I want is my title so that I can give it to my insurance company and that’s the hardest thing I can’t go to the DMV because the lien is still on the car and I need a notarized letter from advance America stating Lalena taken off but obviously I can’t even get my title. It makes them think I’m gonna get a letter.. so I can’t get my replacement title. So now I have to wait on a company that has no answers for nothing and I have to rely on them which sucks.. I just want my title I just want my refund money sent to my new address that’s literally all I’m asking and I wouldn’t even be here making this review right now..
***** *********. 02/27/1997. No loan number but you’ll find it off my name, email, birthdate, and phone number. **** is last four of social.Business Response
Date: 03/07/2023
March 7, 2023
Ms. Cindy R*****
Better Business Bureau
408 North Church Street,
Ste. C
Greenville, SC 29601
RE: Ms. ***** ********* Complaint ID
********
Dear Ms. R*****:
Advance America, Cash
Advance Centers of California, LLC (“Advance America”) is in receipt of a
complaint filed with your agency by Ms. ***** *********, we have reviewed and
appreciate the opportunity to respond.
In her complaint, Ms.
********* states “So I got a loan out a title loan to be exact around 2017 with
these people [Advance America].” Ms. ********* states her loan was forgiven
“...December 18 of 2022.” Ms. ********* states there have been tickets
submitted and “I have called about 30 times in the past three months waiting
about 30 minutes each time”. Ms. ********* states “...all I want is my title so
that I can give it to my insurance company”.
According to our records,
Ms. ********* did contact Advance America, however needed to provide the full
VIN number for her vehicle due to our Point-of-Sale system no longer being
active. Multiple attempts were made to the phone numbers on file for Ms.
*********, however, the numbers were disconnected. Our Customer Care Team was
able to reach Ms. ********* via email and was able to obtain the full VIN. On
March 6, 2023, Ms. *********’s lien was released, and the title is being mailed
to Ms. *********.
We apologize for the
inconvenience this caused Ms. ********* and hope this resolves Ms. *********’s
complaint. If Ms. ********* has further questions or concerns, she may reach
out to our Customer Care Team at ***** *********
This letter is written
under a full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of California, LLC, under any
applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Governance & Risk AnalystInitial Complaint
Date:02/28/2023
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've been getting harassed from ****** processing saying I owe advance america 900 dollars from 2015. Um I had loans back to 2020 and paid them all. I only had 700 dollars loans and I am livid. I could not havd had a loan in 2020 of I owed from 2015. They want receipts. No receipts from 8 years ago but I demand this get fixed immediatly. I will pay a lawyer 900 dollars before I pay this conpany. So not okay. I want this fixed and collection company to go away. I do not owe. This.Business Response
Date: 03/07/2023
March 7, 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
with your agency by Ms. ******** *********, we have reviewed and
appreciate the opportunity to
respond.
In her complaint, Ms. *********
states “I’ve been getting harassed from global processing saying I owed
advance america 900 dollars
from 2015.” Ms. ********* states “I only had 700 dollars loans and I am
livid.” Ms. ********* states
“I do not owe.”
According to our records, Ms.
********* did have loans from 2015, however they all have been paid. Ms. *********
does not have a balance owed to Advance America. These communications appear to
be part of an effort to defraud consumers by falsely claiming to represent
Advance America.
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 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*****
Ally P*****
Senior Governance & Risk
AnalystCustomer Answer
Date: 03/07/2023
Thank you so much!
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:02/27/2023
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 a good customer of advance America for years. For 2-3 years Advance America offered tax filings among their services, I figured I would use them for my tax filing a couple of years. One year I used them and they never filed my taxes with their e-file program and I had the IRS notifying me months later. So seeing that I lost out and was penalized I decided not to repay the payday loan. Who’s paying me my interest? Who’s looking out for me? This company never had a problem with me for years I was a great customer until they robbed and wronged me. They took my money and failed to file my tax return. They should remove the collections on my credit report. If they don’t remove it they can rot in **** and I will never negotiate it ever. Tell them to get their money from the ********* and *** *****.Business Response
Date: 03/11/2023
March 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*****:
Purpose Financial, Inc. (f/k/a
Advance America, Cash Advance Centers, Inc.)(“Advance America”) is in receipt
of a complaint filed with your agency by Mr. ***** *********, we have reviewed and appreciate
the opportunity to respond.
In his complaint, Mr. ********* states “One
year I used them [Advance America] and they never filed my taxes with their
e-file program and I had the IRS notifying me months later.” Mr. ********* states “So seeing that I lost
out and was penalized I decided not to repay the payday loan.” Mr. *********
states “They [Advance America] should remove the collections on my credit
report.”
According to our records, Mr.
********* entered into a Customer Agreement (“Agreement”) on February 9, 2018.
Pursuant to the Agreement, Mr. ********* agreed to repay an amount of four
hundred forty dollars ($440) on or before February 23, 2018. After multiple
unsuccessful attempts to contact Mr. *********, his debt was sold to ***** ********, LLC on December 19, 2021. We recommend Mr. ********* reach out to
***** ********, LLC at (877) ******** to discuss mutually agreeable payment
options.
Unfortunately, due to the age of
the ***** request, Advance America no longer has access to the submission
system. Mr. ********* may reach out to ***** directly with any questions he may
have at (718) *********
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:02/23/2023
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.
For 3 weeks there was an "outage" with their systems. There has been nothing explaining this "outage" released. I don't know if I have my information stolen because of said "outage". No one answered calls on February 22nd 2023. I sat on the phone 3 hours waiting for someone to answer.
I need answers as to what I should do next.Business Response
Date: 03/20/2023
March
20, 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 with your agency by Ms. ****** ******, we have reviewed and appreciate the opportunity to
respond.
In
her complaint, Ms. ****** states “For 3 weeks there was an ‘outage’ with their
systems.” Ms. ****** states “There has been nothing explaining this ‘outage’
released.” Ms. ****** states “I sat on the phone 3 hours waiting for someone to
answer” on February 22, 2023.
On
February 7, Advance America experienced a systems outage and promptly began
investigating. Through the investigation, Advance America learned the incident
involved unauthorized access to a portion of the network, so the entire system
was proactively shut down out of an abundance of caution. The system for
automatic payments came back online and in the interest of meeting the expected
payment dates, Advance America successfully processed those payments. The
online and storefront capabilities are now fully available, and storefront
locations have remained open to assist customers make transactions.
Ms.
******’s loan was paid in full and closed as of February 23, 2023.
Advance America strives for excellent customer satisfaction,
and we regret when a customer is dissatisfied with their experience with our
company. We sincerely apologize for the inconvenience this has caused Ms. ******.
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:02/17/2023
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.
$677 was paid to this company on 2/16/2023. I have been trying to access my account to get deals since 2/1/2023. My account should be closed but they have yet to close it. This prevents me from going to other companies. I have been dealing with this company for more than a year and have never had a problem untill now. They have completely shut down their system and cannot/will not close my account so I can go to another company for this service. Accout has been paid in full by checking account and should be closed.Business Response
Date: 03/20/2023
March
20, 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 with your agency by Ms. ******* ****, we have reviewed and appreciate the opportunity to
respond.
In
her complaint, Ms. **** states “$677 was paid to this company on 2/16/2023.”
Ms. **** states “I have been trying to access my account to get deals since
2/1/2023.” Ms. **** states “My account should be closed but they have yet to
close it.” Ms. **** states “they have completely shut down their system and cannot/will
not close my account so I can go to another company for this service.”
On
February 7, Advance America experienced a systems outage and promptly began
investigating. Through the investigation, Advance America learned the incident
involved unauthorized access to a portion of the network, so the entire system
was proactively shut down out of an abundance of caution. The system for
automatic payments came back online and in the interest of meeting the expected
payment dates, Advance America successfully processed those payments. The
online and storefront capabilities are now fully available, and storefront
locations have remained open to assist customers make transactions.
According
to our records, Ms. **** entered into a Customer Agreement (“Agreement”)
through the Advance America online portal on December 20, 2022. Pursuant to the
Agreement, Ms. **** agreed to repay an amount of six hundred seventy-seven
dollars ($677) on or before January 5, 2023. A debit card payment was attempted
on January 5, 2023, however, was returned unpaid. Ms. **** paid her balance in
full as of February 22, 2023. Ms. **** was able to re-loan on February 23,
2023. She currently has a balance owed of six hundred seventy-seven dollars
($677). Ms. **** may contact our Customer Care Team at (**** **** **** to make
a payment or she may log into her online portal.
Advance America strives for excellent customer satisfaction,
and we regret when a customer is dissatisfied with their experience with our
company. We sincerely apologize for the inconvenience this has caused Ms. ****.
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:02/17/2023
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.
Advance America experienced a system outage from what I was told by an employee over a week ago. Since then the systems are only able to take the money owed to the business by the consumer. We can not apply for another loan or from what I’m told they can not look into any information on our accounts. I spoke with one employee on the phone about working with the customer on a payment plan to pay back the money owed. The employee assured me I would be on a call list to have the money paid back. After the call to my surprise the money was taken out of my account. I made another call to the company and spoke to another gentleman who said there is nothing that can be done. They still have no idea when there systems will be back up and running. You can not check your account or apply for a new loan. It’s bad business when a service is offered and the only thing the business is able to do is take the consumers money. Due to this system outage this company should be working with the consumer to pay back the money in a payment plan. No one seems to know when this issue will be resolved. This is bad business and by this time something should have been corrected. This is going to put many Americans in debt due to something out of our control. The company isn’t communicating any new information and it seems they only care about making/taking money. We should receive credits for the inconvenience. Or do away with charging interest until the issue is resolved.Business Response
Date: 03/23/2023
March
23, 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 with your agency by Ms. ******** ***********, we have reviewed and appreciate the opportunity to
respond.
In
her complaint, Ms. *********** states “Advance America experienced a system
outage from what I was told by an employee over a week ago.” Ms. *********** states
“We can not apply for another loan or from what I’m told they can not look into
any information on our accounts.” Ms. *********** states “I spoke with one
employee on the phone about working with the customer on a payment plan to pay
back the money owed.” Ms. *********** states “The employee assured me I would
be on a call list to have the money paid back.” Ms. *********** states “After
the call to my surprise the money was taken out of my account.” Ms. ***********
states “We should receive credits for the inconvenience” or “do away with
charging interest until the issue is resolved.”
On
February 7, Advance America experienced a systems outage and promptly began
investigating. Through the investigation, Advance America learned the incident
involved unauthorized access to a portion of the network, so the entire system
was proactively shut down out of an abundance of caution. The system for
automatic payments came back online and in the interest of meeting the expected
payment dates, Advance America successfully processed those payments. The
online and storefront capabilities are now fully available, and storefront
locations have remained open to assist customers make transactions.
According
to our records, Ms. *********** entered into a Customer Agreement (“Agreement”)
through the Advance America online portal on February 2, 2023. Pursuant to the Agreement,
Ms. *********** agreed to repay an amount of six hundred seventy-seven dollars
($677) on or before February 17, 2023. Ms. ***********’s loan was paid in full
on February 17, 2023.
Advance America strives for excellent customer satisfaction,
and we regret when a customer is dissatisfied with their experience with our
company. We sincerely apologize for the inconvenience this has caused Ms.
*********** and as a courtesy, a check has been requested in the amount of
seventy-seven dollars ($77) to reimburse Ms. ***********’s loan fees.
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 AnalystCustomer Answer
Date: 03/23/2023
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. I just wish the company would have been more informed of what was going on and had better solutions at the time. Thank you for investigating and providing a proper reply.
Regards,
******** ***********
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