Complaints
This profile includes complaints for Advance America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 325 total complaints in the last 3 years.
- 117 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:01/24/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Installment loan take out for $750 on 06JAN23
Original fees would have made it $850 if I paid back before first payment on 03Feb23
Made repayments of $739 and $52 on 11Jan23
System would not take any other payment. Not online, not over the phone with customer service, not in person at local office. Was told multiple things by multiple people each day after this about how the problem was being solved. Customer service does not like to listen to ideas of the customer, but that's another complaint. No one there truly seems to understand what's going on with my account. You're not able to climb the chain of command to a point where the issue gets fixed.
I finally was able to make another payment for $94 on 21Jan23 because I'm being told by some I've over paid and some I still owe $94. Now I still show owing $94, have a balance of -$139 and it is 23Jan23 and no one has still fixed my account. This companies has statement all over it's counters about how important the customers time and money both are, yet they have proven that statement overly incorrect with my situation. I'm not here to say whether one should do business with this company or not. I just wish that understand the incompetent and lackluster things they'll deal with
Business Response
Date: 01/25/2023
January
25, 2023
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Mr. ***** ******, Complaint ID ********
Dear Ms. R*****:
Advance America, Cash Advance
Centers of Alabama, LLC., (“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 “Installment
loan take out for $750 on 06JAN23 Original fees would have made it $850 if I
paid back before first payment on 03FEB23 Made repayments of $739 and $52 on
11JAN23”. Mr. ****** states “System would not take any other payment.” Mr.
****** states “I finally was able to make another payment for $94.” Mr. ******
states “Now I still show owing $94, have a balance of -$139 and it is 23JAN23
and no one has still fixed my account.”
Due to a technical issue with the
loan reflecting paid in full, we acknowledge as of January 25, 2023, Mr. ******’s
loan is now closed, and an ACH credit was requested and sent to Mr. ******’s
financial institution for the overpayment of thirty-five dollars and sixteen
cents ($35.16).
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 technical issue. We have also reviewed Mr. ******’s complaint
with our internal teams to ensure information is being correctly communicated
and expedited, as necessary.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Purpose Financial, Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/25/2023
Complaint has been fixed by Advance America.***** ** ******Initial Complaint
Date:01/23/2023
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.
This company name is being fraudulently used. I had the same experience as the last Complaint. The number used was 217-********.Business Response
Date: 01/24/2023
January
24, 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:
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 “The
company name is being fraudulently used.” Ms. ******** states “I had the same experience
as the last Complaint.” Ms. ******** states “The number used was 217-********.”
After a diligent search of our
records, we could not locate any open or closed accounts in our system
associated with the personal information in Ms. ******’s complaint. Advance
America does not own or control the phone number “(217) ********”. Advance
America was not part of nor aware of Ms. ********’s loan request. 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 personal information to the
individuals, and, if appropriate, report such communication to law enforcement
or other proper regulatory authorities for further investigation.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Purpose Financial, Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:01/17/2023
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.
When people move they have to physically go to original place money was borrowed from , they don't accept payment over phone, do they expect people to drive from where they move to for payment, some of us are still struggling from storms and taking a long trip is uncalled-for. They should be able to make payments easier then that cause if someone moves out of state they would have to drive there to make payments I think that is horrible and impossible but if can't make it then get a threat to take vehicle, I think that is so wrong, also have a major health condition giving me trouble to barely travel how is what they do legal??Business Response
Date: 01/23/2023
January
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*****:
Advance America, Cash Advance
Centers of Louisiana, 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 “…they
don’t accept payment over phone”. Ms. ******* states “…some of us are
struggling from storms and taking a long trip is uncalled-for.” Ms. ******* states she no longer is able to travel due to having “a major health
condition”.
According to our records, Ms. ******* entered into a Customer
Title Loan Agreement (“Agreement”) on November 21, 2022, at **** ******** ******** *** **** ******** ** *****. Pursuant to the Agreement, Ms. ********
agreed to repay an amount of six hundred eighty-seven dollars and seventy-two
cents ($687.72) on or before December 22, 2022. To date, Ms. ******* has not
made a payment towards her loan.
Management reached out to Ms.
******* on January 18, 2023. Ms. ******* explained to Management that she no
longer can accommodate the original agreement due to having to relocate to
another city. However, moving forward, Ms. ******* agreed to start paying a
minimum payment of one hundred dollars ($100) beginning on February 3, 2023.
Management has defaulted the loan so no additional interest will accrue.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Mississippi, LLC. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took out a loan with Advance America in Spartanburg, SC on 12-15-2022!! On 12-16-2022 I put in for a 150.00 draw, which I never received! Three days went by and still no money so I called customer service and he told me that the money had been rejected because an extra number had been added to my account number which made no sense at all since you can't add extra numbers to an account number! The money had been rejected the whole time and on 12-21-22 150.00 dollars was took out of my account and I had never received the money and then all of a sudden 5 days later its showing 150.00 in my statement that was never there before znd the transaction had already been stopped and they took my money anyway and won't give it back when I have all the proof I need!! I bank with ***** and they did an investigation and said an error had occurred on Advance America and my dispute had been approved!! And I saw another complaint against them for basically the same thing!! They were supposed to deposit money in this account and they didn't and this person had their account locked and they never sent the money and they never got the money back either!! Sounds like a pattern to me but I want them to know that they left me struggling and broke right at Christmas while I also had Covid!!!!Business Response
Date: 01/17/2023
January
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 she took
out a line of credit loan with Advance America on December 15, 2022. Ms.
******* states “On 12-16-2022 I put in for a 150.00 draw, which I never
received!” Ms. ******* states several days went by and she still did not
receive the requested funds. Ms. ******* states “…I called customer service and
he told me that the money had been rejected because an extra number had been
added to my account number which made no sense at all since you can’t add extra
numbers to an account number!” Ms. ******* states “…on 12-21-22 150.00 dollars
was took out of my account and I had never received the money and then all of a
sudden 5 days later its showing 150.00 in my statement that was never there before
and the transaction had already been stopped they took my money anyway and
wont’ give it back when I have all the proof I need!!!”
According to our records, Ms. ******* entered into a Line of
Credit Agreement (“Agreement”) on December 15, 2022, at the Advance America
located at *** ******** Ave. Spartanburg, SC 29303. Pursuant to the Agreement,
Ms. ******* agreed to a Line of Credit with a maximum credit limit of one
thousand dollars ($1,000). On December 15, 2022, Ms. ******* requested a draw
in the amount of two hundred dollars ($200) in cash. On December 16, 2022, Ms.
******* requested a draw through her online portal in the amount of one hundred
fifty dollars ($150) as an ACH credit sent to her financial institution. On
December 20, 2022, one hundred fifty dollars ($150) was returned to Ms. *******’s
available line of credit. Ms. ******* made four (4) additional draws equaling
eight hundred dollars ($800) from December 20, 2022, to January 3, 2023, via
ACH and Debit Card credits. On January 3, 2023, a Debit Card debit in the
amount of fifty dollars ($50) was sent to Ms. *******’s financial institution,
however returned the same day. As of Ms. *******’s January 3, 2023, statement,
she currently has a balance of one thousand forty-four dollars and sixty-eight
cents ($1044.68).
On Ms. *******’s December 20, 2022,
statement, her balance was four hundred five dollars and fifty-six cents
($405.56) which included the draw from December 15, 2022, and December 21,
2022. The draw from December 16, 2022, was voided, therefore was not counted in
her statement balance. Additionally, there was an interest adjustment to
account for the void.
Draws can take up to three to five
days to be credited to the customer’s bank account. The draw made on December
16, 2022, was sent to the bank account on file for Ms. *******. Ms. ******* can
confirm her account information on her agreement or through her online portal.
Ms. ******* may also make her payments through her online portal, call our
Customer Care Line at (844) ******** or go into any Advance America locations
closest to her.
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 AnalystInitial Complaint
Date:01/09/2023
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 an installment loan with Advance America that I refinance in 2022 and use to have payday loans also until I paid them both off effective January 6, 2023. The company had where you can have an installment loan and also a payday loan open. I went online to their website to reapply for one payday loan and I was denied. I spoke with a representative name Rita through customer service and was told that they recently made a change where I could only take out one loan. I asked her when did this change take effect because I wasn't aware of it and I didn't receive any notice of the change. They stated that were not aware of what led to the change and could not tell me when the change took effect. I thought this sounded not too good because I should be able to get information like this from the representative as to know at least why I can no longer apply for a payday loan. I currently have nothing in writing or anything on their website that states I cannot apply for a payday loan. There is also button I can click on stating I can apply for a new loan. My question is if this option is no longer in existence why is there nothing in writing about it and why I have not been informed of this change. I have now paid $498 back off the payday loans and now I'm short of money since I cannot reapply for a loan.Business Response
Date: 01/23/2023
January
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*****:
Advance America, Cash Advance
Centers of Mississippi, 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 “I currently
have an installment loan with Advance America that I refinance in 2022 and use
to have payday loans also until I paid them off effective January 6, 2023.” Ms.
******** states she had been able to have both an installment and payday loan
at the same time in the past. Ms. ******** states “I went online to their
website to reapply for one payday loan and I was denied.” Ms. ******** states
“I spoke with a representative name Rita through customer service and was told
that they recently made a change where I could only take out one loan.” Ms.
******** states she was told they (Customer Service) “…were not aware of what
led to the change and could not tell me when the change took effect.” Ms.
******** states “I have now paid $498 back off the payday loans and now I’m
short of money since I cannot reapply for a loan.”
According to our records, Ms. ******** entered into a Customer
Payday Loan Agreement (“Agreement”) on December 22, 2022, through the online
portal. Pursuant to the Agreement, Ms. ******** agreed to repay an amount of two
hundred forty-nine dollars and sixty cents ($249.60) on or before January 6,
2023. A debit card payment was made on January 6, 2023, in the amount of two
hundred forty-nine dollars and sixty cents ($249.60) which paid the loan in
full.
According to our records, Ms. ******** also had a Customer
Installment Loan Agreement (“Agreement”) which she entered on November 17,
2022, through the online portal. Pursuant to the Agreement, Ms. ******** agreed
to repay an amount of three thousand eight hundred fifty-eight dollars and
fifty-seven cents ($3858.57) in 23 bimonthly payments of one hundred sixty
dollars and seventy-eight cents ($160.78) and one final payment of one hundred
sixty dollars and sixty-three cents ($160.63). On December 9, 2022, Ms.
******** requested to defer her payment to the end of the loan. To date, Ms.
******** has made one (1) successful payment. Ms. ********’s loan is currently
delinquent.
Previously, Ms. ******** was able to
receive a Payday loan at the same time she had an active Installment loan.
Unfortunately, due to recent changes in our policies, customers are only
allowed to have one open loan at one time. Due to Ms. ******** having an open
Installment Loan, she cannot be provided a second loan at the same time. This
is why Ms. ******** was denied a loan on January 6, 2023.
We recommend Ms. ******** work with
our Customer Care team at ***** *** ***** to get her Installment loan in good
standing as well as determine if her loan qualifies for a refinance.
Additionally, our Customer Care team can assist Ms. ******** with other options
that may be available to her. We apologize for the inconvenience this may have
caused Ms. ******** and we appreciate her bringing it to our attention.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Mississippi, LLC. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had a financial emergency so I applied for loan online (got an online loan before in the past, no problem).
This company contacted me; I verified and researched everything to the best of my ability. They told me their verification process (documents enclosed) involve sending me a small amount of money and I need to send it back to show my bank account was active and in good standing. Every loan company has different rules so I obliged, I sent back with gift cards I was told to purchase (still have them) after they told me to send it back via cashapp but it didn’t go through. Again I questioned them on that, they assured me that that’s their process.
Come to find the money that was sent to me were from fraudulent claims they made on my behalf to my bank.
Spoke to bank they said nothing more than they gave me credit and took it back which negated my bank account and that I need to speak back to the company.
Spoke back to “Jim D****” from the company, he denied ever processing claims on my behalf. I was ripped off.
I also have a recorded phone conversation of Mr. D**** denying everything.Business Response
Date: 01/10/2023
January
10, 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. **** s****s she was
having a financial emergency and needed to obtain a loan. Ms. **** s****s “This
company contacted me; I verified and researched everything to the best of my
ability.” Ms. **** s****s the company provided “…their verification process
(documents enclosed) involve sending me a small amount of money and I need to
send it back to show my bank account was active and in good standing.” Ms. ****
s****s “…I sent back with gift cards I was told to purchase (still have them)
after they told me to sent it back via ******* but it didn’t go through.” Ms.
**** provided documentation with her complaint which contained the business name
“Cash Advance America”.
After a diligent search of our records, we could not locate
any open
accounts in our system associated with the personal information provided in Ms.
****’s complaint. Advance America does not operate any brick-and-mortar
storefronts in the s**** of New York, nor does it offer online services to New
York residents. Additionally, Advance America does not require an applicant to
purchase gift cards as part of the approval process nor utilize the business “*******”
for any purpose whatsoever. Advance America is not associated with the
following names, “Cash Advance America.”
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 s**** 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 Purpose Financial, Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/10/2023
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.The company stated that they do not operate in New York, I reside in New Jersey, Bayonne NJ to be specific. I did not provide any documents indicating I reside in New York, which leads me to believe that they did not review my complaint in its entirety.
They also stated in so many words that I may have been scammed. I believe I was, however “Mr. *****” was operating under this company’s name.As a consumer, I did nothing wrong complied with what I thought was protocol of this company. I am looking to be refunded for the damages that was done to me.
Business Response
Date: 01/12/2023
January
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*****:
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 response to our response, Ms. ****
s****s “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. **** s****s “The company s****d that they do not operate in New
York, I reside in New Jersey, Bayonne NJ to be specific” and “I did not provide
any documents indicating I reside in New York”. Ms. **** s****s, “They also
s****s in so many words that I may have been scammed” and “I believe I was,
however ‘Mr. *****’ was operating under this company’s name.” Ms. **** s****s
“I am looking to be refunded for the damages that was done to me.”
Advance America takes all complaints seriously, and we express
regret to Ms. **** that she feels we did not investigate her complaint
fully. In Ms. ****’s complaint
submission, she provided an address which s****d New York as well as provided a
receipt with a New York address. As previously s****d, Advance America does not require an
applicant to purchase gift cards as part of the approval process nor utilize
the business “*******” or “*****” for any purpose whatsoever. Advance America
is not associated with the following names, “Ca$h Advance America.” Advance
America does not conduct or solicit business via text message. Additionally, Advance
America does not operate any brick-and-mortar storefronts in the s**** of New
Jersey or New York, nor does it offer online services to New Jersey or New York
residents. Advance America was not apart of nor aware of Ms. ****’s 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 s**** 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 Purpose Financial, Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/12/2023
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 previously submitted all documents proving the details of my complaint. As a consumer, I should not be held accountable for being scammed by either the company themselves or anyone representing said company.
All I did was comply with a “representative” from a company that indeed DID REACH OUT TO ME after I applied for a loan online. I did my due diligence on said company to the best of my ability in the midst of a financial crisis which end up creating a further crisis. I the consumer am not at fault.****** ****
Initial Complaint
Date:01/05/2023
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 mail from Advanced America approving me for a loan up to $1,000. I applied online loan with Advanced America on January 1, 2023. After filling out all my information, I was approved for a $700 loan. Then Advanced America's online form requested documentation of my information, and I submitted income verification, and photo ID. On January 3, 2023, I submitted my bank statement, and I called regarding the status of the loan. I spoke to someone named Joseph. He told me my signature and utility bill were needed and then call back an hour later. After calling back, I spoke to someone name Caroline who told me she was transferring me to customer care. After waiting on hold for over five minutes, I hung up the phone. Later that day on January 3, 2023, I called again and was told the loan would process after 10:00 that evening. But because I had submitted my last document after 12:00 that day, I would have to wait until after 10:00 the next day. The next day, I called again regarding the status of the loan. I spoke to Joseph and Manny. Then, I was told I needed a color photo of myself, a selfie picture of myself holding my photo ID, and I needed to provide the front and back of my photo ID.
In my response to Joseph, I told him to remove my information from your computer system. I have provided everything originally requested and more. If you do not trust me, then I do not trust you. You do not provide a photo of any of the people I have talked with at your company, and I don't know you. Therefore, remove my information out of your computer system. You could be game players stealing people's identities. Joseph transferred me to the supervisor Kim. I told Kim I wanted my information removed out of Advanced America's system because I do not know who you are sharing your computer system with. Kim informed that Advanced America hold my information for 3 months. I want my information removed Advanced America's computer system. I do not trust them.Business Response
Date: 01/12/2023
January
12, 2022
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 Idaho, 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 received mail from
Advanced America approving me for a loan up to $1,000.” Ms. ******** states she
applied online and “…I was approved for a $700 loan.” Ms. ******** states
“…Advanced America’s online form requested documentation of my information, and
I submitted income verification, and photo ID.” Ms. ******** states on “January
3, 2023, I submitted my bank statement, and I called regarding the status of
the loan.” Ms. ******** states she was told “…my signature and utility bill
were needed and then call back and hour later.” Ms. ******** states she was on
hold when she called back for “…over five minutes, I hung up the phone.” Ms.
******** states she called back the following day and was told “…I needed a
color photo pf myself, a selfie picture of myself holding my photo ID, and I
needed to provide the front and back of my photo ID.” Ms. ******** states “I
want my information removed Advanced America’s computer system.”
According to our records, on January 1, 2023, Ms. ********
applied for a loan through our online portal. Ms. ******** was then requested
to provide a photograph of herself holding the front and the back of her ID, a
recent bank statement, a recent utility bill, and recent proof of income for
final approval of her loan application. On January 1, 2023, Ms. ********
provided the front image of her ID, proof of income, and a bank statement. On
January 3, 2023, Ms. ******** provided her utility bill. At the time, Ms.
******** needed to provide the photograph of herself holding the front and back
of her ID. These requests are for her protection and ours. Ms. ******** did not
complete all requirements for final loan approval.
At Ms. ********’s request, her address and phone number
were marked so that she will receive no further mail or phone contact.
Unfortunately, Advance America must maintain customer information due to
Federal and State Regulatory requirements. However, please know Advance America
takes customer privacy very seriously and we assure Ms. ******** her
information is protected will not be used further.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Idaho, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/12/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ********Initial Complaint
Date:12/30/2022
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 entered into a repayment plan on a loan back in September/October and hsve been making my payments as agreed. I however asked to change the due date of one of my payments and then as a courtesy they changed the other day of the last payment as well. However they did not stick to their end the deal they took out a payment on December 22 2022 after I had spoken to someone named Claire about changing my dates and her providing me an email showing these dates changed to January 9 2023 and February 9 2023. I had to file a claim with my bank due to the glitch that they said they have in their system and to top it all off I get an email today saying I had a payment returned in October instead of December due to their negligence in not taking out the payment till January. I spoke to customer service and they did nothing to compensate me for the issue even after I requested the remaining balance be waived and the account closedBusiness Response
Date: 01/04/2023
January
4, 2022
Via Email
Ms.
Cindy R*****
Better
Business Bureau
408
North Church Street, Ste. C
Greenville,
SC 29601
RE: Ms. ******* ********, Notification ID ******** and 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 got put into a
payment plan which I have been paying on time every month.” Ms. ******** states
“I contacted them to change one date and they refused.” Ms. ******** states she
was unhappy with that decision and “…I shouldn’t have to endure a fee from them
or the bank because they wont help me in adjusting my plan.”
In Texas, Advance America operates as a Credit Services
Organization (“CSO”) and assists customers in gathering information to provide
to Integrity Texas Funding, LP (“Lender”), so that the Lender can make a
decision whether to issue a loan to the customer. The customer is approved or denied based on
the criteria set by the Lender. When a
customer is approved, the Lender then funds the loan in the amount identified
in the agreement. At the customer’s
request, and in consideration of a loan extended by the Lender, Advance America
issues a guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the
Lender calls for payment on the guaranty to the extent that the loan is
outstanding. Due to the customer defaulting
on the loan for non-payment, and the guaranty being called by the Lender, the
customer will then owe Advance America the unpaid loan amount, which was
originally loaned to the customer by the Lender.
According to our records, Ms. ******** entered into a
Loan Agreement, Promissory Note and Security Agreement (“Agreement”) with the
Lender on September 27, 2022. Pursuant to the Loan Agreement, Promissory Note,
and Security Agreement, Ms. ******** agreed to repay an amount of four hundred
fifty-six dollars and twenty-five cents ($456.25). On October 3, 2022, Ms.
******** requested to be placed into a payment plan. Ms. ********’s loan
balance was separated into three (3) monthly payments of one hundred fourteen
dollars and twenty-one cents ($114.21) and one (1) final payment of one hundred
fourteen dollars and twenty-four cents ($114.24). On December 16, 2022, Ms.
******** requested all electronic payment authorization to be revoked which
included both ACH and Debit Card. On December 22, 2022, an ACH debit was sent
to her financial institution, however returned unpaid on December 28, 2022, at her
request. Unfortunately, this was due to one of our team members errantly
removing payment authorization from only some payment methods. We have reviewed
the incident with our internal teams to ensure all future customer requests are
handled properly. To date, Ms. ******** has made two (2) of the four (4) total payment
plan payments.
We have ensured all electronic
payment authorization has been removed from Ms. ********’s account. Thus, her
scheduled loan payments will not be automatically debited. Ms. ******** may utilize
the online portal, go into a local center, or call Customer Care at (844)
******** to make payments. If Ms. ******** incurred any fees from her financial
institution due to this error, she may provide documentation and we will
reimburse her for such fees. Ms. ******** may email the documentation to *******************.com. We apologize
for the inconvenience this may have caused and we thank Ms. ******** for
bringing it to our attention.
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., d/b/a Advance America under any applicable laws,
statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 01/05/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ********Initial Complaint
Date:12/30/2022
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 received a call from a local Houston, TX number stating there was a case being filed against me to call **********. I tried calling back and the number just rang and rang so I call the number am being told I need to pay $1100 or they will sue me and I will go to jail. I told them I am unable to pay that at the moment but I could pay $200 and I would call the following week. Fast forward the one week and again I am being told they will sue me if they don’t receive the $836 I have called Advance America and have been told there’s nothing due in my name. The company calling me is Alliance. I am a complete loss at this point.Business Response
Date: 01/06/2023
January
6, 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 we appreciate the opportunity to
respond.
In her complaint, Ms. ******** states “I
received a call from a local Houston, TX number stating there was a case being
filed against me to call **********.” Ms. ******** states she was told, “…I
need to pay $1100 or they will sue me and I will go to jail.” Ms. ********
states she was unable to pay the full amount, however, “I could pay $200 and I
would call the following week.” Ms. ******** states “I have called Advance
America and have been told there’s nothing due in my name.” Ms. ******** states
“The company calling me is Alliance.”
In Texas, Advance America operates as a Credit Services
Organization (“CSO”) and assists customers in gathering information to provide
to Integrity Texas Funding, LP (“Lender”), so that the Lender can make a
decision whether to issue a loan to the customer. The customer is approved or denied based on
the criteria set by the Lender. When a
customer is approved, the Lender then funds the loan in the amount identified
in the agreement. At the customer’s
request, and in consideration of a loan extended by the Lender, Advance America
issues a guaranty to the Lender in the amount identified in the agreement. In the event the customer defaults, the
Lender calls for payment on the guaranty to the extent that the loan is
outstanding. Due to the customer
defaulting on the loan for non-payment, and the guaranty being called by the
Lender, the customer will then owe Advance America the unpaid loan amount,
which was originally loaned to the customer by the Lender.
According to our records, Ms. ******** entered into a
Loan Agreement, Promissory Note and Security Agreement (“Agreement”) with the
Lender on September 14, 2020. Pursuant to the Loan Agreement, Promissory Note,
and Security Agreement Ms. ******** agreed to repay an amount of one thousand
one hundred forty-five dollars and four cents ($1145.04) in twelve (12)
bi-monthly payments of ninety-five dollars and forty-two cents ($95.42). After
not receiving a completed payment and multiple unsuccessful attempts to contact
Ms. ********, her loan was sold to National Debt Holdings on June 10, 2022, in
the amount of one thousand one hundred thirty-six dollars and ninety-one cents
($1136.91).
We have reached out to National Debt Holdings, and they
have confirmed the loan is still being collected on by them and they have no
affiliation with the business “Alliance.” Ms. ******** may reach out to
National Debt Holdings at ***** ******** to discuss mutually agreeable payment
options.
These communications with
“Alliance” appear
to be part of an effort by criminals to defraud consumers by falsely claiming
to represent Advance America and further using what appear to be improper and
illegal collection practices while doing so. Advance America has
previously communicated similar efforts to state and federal regulators as well
as the Federal Bureau of Investigation and local law enforcement agencies.
We
recommend that Ms. ******** no longer make payments to “Alliance”, continue
to document all details of any such communications in the future, that she not
disclose any further personal information to the individuals at “Alliance”,
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 ACSO of Texas, L.P., d/b/a Advance America under any applicable laws,
statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/19/2022
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.
Morning, I am having an issue with this company. I spoke to someone on 11/23 and told them payment arrangements they took the amount anyway after setting up arrangements……. So I could reborrow got my pay dates confusion…… so now I owe and it has not been 30 days and my bank is not going to allow them to take the amount owed not even through account. So I am going to pay them bi weekly on an affordable amount. $150 this week. I have had to block them from my bank because when I speak to reps they don’t adhere to anything and try to say oh just take it from account of it is not there. They are not spschic and can not just assume they have all the answers. None of us have it all mentally. And I don’t appreciate one’s who don’t understand hard ships and just take and not adhere to customer concerns. If they would listen then it could go smoothly. But I can not speak to them because I get circles and they just do as they please. So May I go ahead and pay bi weekly before end of January it will be complex paid off. But not more drafts block from my bank account. Hard ship mix up in pay days with advance America. No longer take anything period I will pay on my own in payments due to hardship thank you.Business Response
Date: 12/28/2022
December
28, 2022
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 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
spoke with someone on 11/23 and told them payment arrangements they took the
amount anyway after setting up arrangements….” Ms. ******** states “So I could
reborrow got my pay dates confusion.” Ms. ******** states “So I am going to pay
them biweekly on an affordable amount.” Ms. ******** states “No longer take
anything period I will pay on my own in payments due to hardship thank you.”
According to our records, Ms. ********
entered into a Customer Payday Agreement (“Agreement”) on December 2, 2022,
through our online portal. Pursuant to the Agreement, Ms. ******** agreed to
repay five hundred dollars ($500) on or before December 16, 2022. There have
been two (2) attempts (one via *** and one via Debit Card) to pay the loan in
full, however, both attempts were returned unpaid. Ms. ******** has made a total of forty
dollars ($40) towards her balance. She currently has a balance of four hundred
sixty dollars ($460) remaining.
On
December 21, 2022, electronic payment authorization was revoked at the request
of Ms. ******** via the above complaint. Ms. ******** may use her online portal
or call Customer Care at ***** ******** to pay her remaining balance.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Tennessee, Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
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