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:12/16/2022
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.
It is a online loan company and they were telling me I was approved to get a loan and that they had to verify bank account so they was like we are going to put money in your account and then you need to send it back I was not told how this money was supposed to come up then I got a call from the bank telling me that there was a fraud on my account so I went into the bank and they went over it with me it turns out that this company went through my bank history and made a claim for 5000 using the compost hat I do use regular to pay my bills all this occurred on December 13 to the 15 in the 15 of December the bank had told me to close my account which I did do at approximately 430 pm
Business Response
Date: 12/19/2022
December
19, 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*****:
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 we
appreciate the opportunity to respond.
In her complaint, Ms. ******* states “…they
were telling me I was approved to get a loan and that they had to verify bank
account so they was like we are going to put money in your account and then you
need to send it back”. Ms. ******* states “…I got a call from the bank telling
me that there was fraud on my account”. Ms. ******* states she was instructed
by her bank to close her account.
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 would never deposit funds into a
customer’s account only to demand their immediate return. Advance America no
longer operates brick-and-mortar storefront locations in the state of Illinois,
nor do we offer online service to residents of Illinois.
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 Purpose Financial, Inc., f/k/a Advance America, Cash Advance Centers,
Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally Petrey
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:12/09/2022
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.
On December 8th I paid my loan off early like I usually do two hours after my loan was paid off my card was debited for $148 and change. When advance opened I contacted our local office to get some of the worst news I didn't need to hear. After I paid my loan off something should have updated in the system on my account so my account wasn't double charged. After talking to them I get told it's going to take 72 business hours to get my money refunded and even though my loan is paid off I can't get another one until this glitch is fixed which means my car insurance got cancelled and instead of just owing the $300 now I have to come up with $600 to get my insurance reinstated and then if they suspend my license and my husband's that's another $500 how is any of this even right when all I did was paid my loan off.Business Response
Date: 12/19/2022
December
19, 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 Florida, 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 she paid
her loan off early, however “…my card was debited for $148 and change.” Ms.
******** states she contacted a local Advance America and was told “…something
should have updated in the system on my account so my account wasn’t double
charged.” Ms. ******** states “after talking to them I get told it’s going to
take 72 business hours to get my money refunded”.
According to our records, Ms.
******** entered into a Customer Installment Agreement (“Agreement”) with
Advance America on October 28, 2022, through our online portal. According to
the Agreement, Ms. ******** agreed to repay an amount of eight hundred ninety-three
dollars and eighty-three cents ($893.83) in 6 bimonthly payments. On December
8, 2022, Ms. ********’s scheduled payment of one hundred forty eighty dollars
and ninety-eight cents ($148.98) was sent to her financial institution. After
the scheduled payment was already in flight, Ms. ******** made an additional
payment of three hundred eighty-four dollars and six cents ($384.06) which would have paid the loan in full. The
three hundred eighty-four dollars and six cents ($384.06) was reversed and sent
back to Ms. ********’s financial institution by our treasury department on
December 8, 2022.
We
are currently working with our internal teams and appreciate Ms. ********
bringing her concern to our attention. We apologize for any inconvenience we
may have caused. We have waived the balance of Ms. ********’s installment loan
as of December 19, 2022. We hope this satisfies Ms. ******** and hope she will
consider us for her future financial needs.
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 AnalystInitial Complaint
Date:12/08/2022
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.
How are you and the government allow business like these to take advantage of consumers like this and we already poor
I took out a line of credit and they making me pay back triple of what I borrowed and allow them to add interest everyday this hurt ppl and I am on a fixed incomeBusiness Response
Date: 12/20/2022
December
20, 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. *******s states “…I
took out a line of credit and they making me pay back triple of what I borrowed
and allow them to add interest everyday”. Ms. *******s states she is on a fixed
income.
According to our records, Ms. ******** entered into a Customer Line of Credit Agreement (“Agreement”) with Advance
America on July 1, 2022, at *** ***** ******* *** ** ******** ** *****. On July
1, 2022, Ms. *******s made a draw of her maximum credit limit of five hundred
ninety-five dollars ($595). Fees and interest accrue only on outstanding
principal and Ms. *******s receives a monthly statement notifying her of the
minimum payment due. Ms. *******s has been making minimum payments due, which
includes a 5% paydown toward the principal balance each month.
On
December 15, 2022, Management reached out to Ms. *******s to review her account. Ms. *******s was advised that if she
could make additional payments to principal, it would reduce the total fees and
interest that will accrue on her Line. As
a courtesy, her account was credited one hundred dollars ($100) and the local
center will continue to work with Ms. *******s on repayment of her account.
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:12/02/2022
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 have a current loan, payments due on the 1st day of each month, which is my payday. I've made all payments on time. My last payment was due December 1st which was on time. My next payment, instead of being due on January 1st, is due on December 30th, which is two days before my payday. Although my January 1st payday is an actual holiday, I get paid on the business day after the holiday, not two days before the holiday. I contacted Advance America to request that my payment date be moved at least to my pay date, which it should be anyway, and they have refused. Essentially, they are asking me to make two payments in one month which is not possible because I'm only paid once a month. I would be forced to have the payment rejected which would cost me fees with them and fees with my bank, which I cannot afford.Business Response
Date: 12/12/2022
December
12, 2022
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. ******* ****** and we appreciate the opportunity to respond.
In her complaint, Ms. ****** states “…payments
due on the 1st day of each month, which is my payday.” Ms. ******
states “My last payment was due December 1st which was on time”
however “My next payment, instead of being due on January 1st, is
due on December 30th, which is two days before my payday.” Ms. ******
states even though the next due date is a Holiday, “I get paid on the business
day after the holiday, not two days before the holiday.” Ms. ****** states she
contacted “Advance America to request that my payment date be moved at least to
my pay date, which it should be anyway, and they have refused.”
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 October 5, 2022, through the online portal. Pursuant to the Promissory Note,
Ms. ****** agreed to repay an amount of one thousand six hundred three dollars
and fifty-nine cents ($1603.59). Ms. ****** has made two (2) complete payments
and is currently in good standing.
Pursuant to Ms. ******’ request, her complaint was
escalated, and I have investigated her concerns. We worked with several
internal teams to resolve Ms. ******’ concerns to the best of our system
capabilities. As of December 2, 2022, Ms. ******’ ACH has been revoked,
therefore payments will not be attempted prior to her pay dates. She will now
need to either log into the online customer portal or contact our Customer Care
team at ***** ******** to make her payments.
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:12/01/2022
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 took out a loan and lost my job. I'm sick and can not afford the payments. I originally called in June for a settlement and they said I would have to wait to go into default. I have had many loans and paid a lot of interest to them. I'm in a really bad position and would like to repay what is owed without the interest $2163.58, I did make 3 payments. (Application Number: ******** Loan Amount: $2,950.00 Application Date: 05/06/2022 Balance: $3,870.33 Type:Installment Status:Collections) They should offer a one time hardship to customers. I would like to pay 200 for 11 months until paid off.Business Response
Date: 12/07/2022
December
7, 2022
Via Email
Ms.
Cindy R*****
Better
Business Bureau
*** ***** ****** ******* **** *
*********** ** *****
RE: Ms.
******** ******, Complaint ID ********
Dear
Ms. R*****:
Advance America, Cash Advance
Centers of Wisconsin, Inc. (“Advance America”) is in receipt of a complaint
filed with your agency by Ms. ******** ****** and
we appreciate the opportunity to respond.
In
her complaint, Ms. ****** states she took out a
loan, however lost her job. Ms. ****** states “I’m sick and can not afford the
payments.” Ms. ****** states she contacted Advance America in June to discuss
options, however, was told “…I would have to wait to go into default.” Ms.
****** states “I would like to pay 200 for 100 months until paid off.”
According
to our records, Ms.
****** entered into a Customer Agreement (“Agreement”) with Advance
America on May 6, 2022, through the online portal. Pursuant to the Agreement,
Ms. ****** agreed to repay nine thousand two hundred seventy-three dollars and
eighty-two cents ($9273.82). Ms. ****** has paid a total of seven hundred
eighty-six dollars and forty-two cents ($786.42). Ms. ****** currently has a
balance owed of three thousand eight hundred seventy dollars and thirty-three
cents ($3870.33).
Ms. ****** may reach out to
our Customer Care line at ***** ******** or log into her online portal to make
payments.
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 Wisconsin, Inc., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk
AnalystTell us why here...Initial Complaint
Date:11/22/2022
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 am very upset that I file for BK Ch7 and this company is taking their precious time and energy to not take my info out of a system that says I owe money AFTER being notified. I have had no issues but with this company doing what is LEGALLY OBLIGATORY to do in my account. I have been to and called numerous place of this company to no available as if they are trying to deliberately be a pain when what I need done LEGALLY does not take but a matter of minutes to do. I have been given so much of the wrong information it does nothing but make one very upset. I want to speak with a higher up about why this is taking so long? They get rude when you are mad that no one answers the phone that can help me rid this issue. You have been properly notified to remove me from this database and don’t. I believe they are purposely trying to hold this over my head when you CANNOT by the law. Every time I call they keep saying “this is an attempt to collect a debt”, what ?? You cannot do that. I just want out of this system so that I can move on with my life. I would like an higher person not a store manager DONE THAT not a district overseer DID THAT ..I need someone who can help relieve this issue completely ASAP !! THIS SHOULD NOT BE SUCH A HEADACHE AS IT IS. Waiting for a responseBusiness Response
Date: 11/29/2022
November
29, 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 Florida, LLC (“Advance America”) is in receipt of a complaint filed with
your agency by Ms. ***** ***** * and we appreciate the opportunity to respond.
In her complaint, Ms. ***** * states she was
upset because her debt from Advance America was not taken “…out of a system”
from filing Chapter 7 Bankruptcy. Ms. ***** * states the Bankruptcy
notification was sent to Advance America and she is “waiting for a response.”
Pursuant to Ms. ***** *’s request, her complaint was
investigated. My investigation revealed on November 22, 2022, Ms. ***** *’s
information reflected she no longer has a balance with Advance America. This
was also reflected in the Florida State Database System. We apologize for any inconvenience.
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 AnalystInitial Complaint
Date:11/17/2022
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.
Some so called company email me this morning claiming to be (********* ***** ********** **********) claiming that they are seeking court garnishment for $1045 for a $400 loan from Advance cash America. They didn't provide no phone number are any other contact information. They claim that I have 24 hours to respond with payment. I have NEVER borrowed money from any check cashing companyBusiness Response
Date: 11/22/2022
November
22, 2022
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. ***** ********, and we appreciate the opportunity
to respond.
In his complaint, Mr. ******** states “Some
so called company email me this morning claiming to be ********** ***** ********************]
claiming that they are seeking court garnishment for $1045 for a $400 loan from
Advance cash America.” Mr. ******** states no contact information was left for
him to use. Mr. ******** states “they claim that I have 24hours to respond with
payment.” Mr. ******** states “I have NEVER borrowed money from any check
cashing company.”
After a diligent search of our records, we could not locate
any open
accounts in our system associated with the personal information provided in Mr.
********’s complaint. Advance America does not operate brick-and-mortar storefronts
in the state of Georgia, nor does it offer services to Georgia residents.
Advance America is not affiliated with a company named “Instacash” or “Advance
cash America”. Additionally, Advance America employees do not utilize email
addresses on the server “@gmail.com” for business purposes.
These communications 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 Mr. ******** continue to document all details of any
such communications in the future, that he 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., f/k/a Advance America, Cash Advance Centers,
Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:11/15/2022
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.
On 11/11/2022 I went online and logged into my customer portal with Advance America and applied for a new loan. Since I was a repeat customer the overall process was fast and easy.
After uploading my required documents and speaking with a customer service agent who called me to ask for a bank statement, I was instantly approved and funds were transferred to my bank account.
While reading and signing my loan agreement. Page 2 of the DocuSign states I have a right to cancel before midnight 11/15/2022.
On 11/14/2022 at 9:50pm CT I exercised my right to cancel and return the loan funds without any fees by following the stated instructions.
The short version states that I will have to return the loan funds to a **** center in Texas by midnight three days after the loan date. ALTERNATIVELY, I may cancel by notifying ****, on Advance America’s behalf, by calling 844-******** OR by writing them at ******************************* no later than 3 days after the loan date.
It also states what information to include with the cancellation request and authorization to return the funds via an ACH debit. I included all information in the email and sent a copy through my customer dashboard. I did not get response from the ******************************* email but customer service responded asking me to call in and speak with a representative. I called 1 (877) ******** and spoke to David. I explained my request and he said that it takes a while for emails to be received from that email address and that I needed to return the funds in store to cancel or refund the loan. This is not what is stated on my loan agreement. I politely asked to speak with his Supervisor to escalate the issue.
I was then transferred to Hansen and explained my issue again. Hansen informed me that I would have to be transferred to Customer Comment Line.
I was transferred and spoke to Tameka who took my complaint and said that a Divisional Operation Manager, Pam, would reach out to me. Now waiting.Business Response
Date: 11/21/2022
November
21, 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*****:
**** of Texas, L.P., d/b/a Advance
America (“Advance America”) is in receipt of a complaint filed with your
agency by Ms. ********* ****** and we appreciate the opportunity to respond.
In her complaint, Ms. ****** states she applied
for a new loan on November 11, 2022, through Advance America’s online portal.
Ms. ****** states that everything went through as she expected, however read
that she had the ability to “cancel before midnight 11/15/2022.” Ms. ******
states “On 11/14/2022 at 9:50pm CT I exercised my right to cancel and return
the loan funds without any fees by following the stated instructions.” Ms.
****** states “I included all information in the email
********************************* and sent a copy through my customer
dashboard.” Ms. ****** states she did not receive an immediate response from ******************************* email but customer service responded asking me to call in and speak with a
representative.” Ms. ****** states she did call in and was told “…that I needed
to return the funds in store to cancel or refund the loan.” Ms. ****** states
“this is not what is stated on my loan agreement.” Ms. ****** states she
requested her concern to be escalated.
In Texas, Advance America operates as a ****** ******** Organization (“***”) and assists customers in gathering information to provide
to ********* ***** 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 November 11, 2022, through the online portal.
Pursuant to Ms. ******’s request, her complaint was escalated,
and I have investigated her claims. My investigation revealed that Ms. ******
did request to cancel her loan within the agreed timeframe and manner. As of
November 16, 2022, Ms. ******’s loan was cancelled, and she no longer owes a
balance. We apologize for the inconvenience.
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 **** 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: 11/22/2022
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:11/14/2022
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 had been applying for loans and received an approval text and email from Mark B*** of advance America for $5000. It was 2:30pm and he told me the credit department would do a small deposit into my account within 2 hours to make sure my account could receive the deposit. Mark told me that I could go to Walmart and deposit the money, he told me not to log into my account until after they deposit the $5000. At 4:30 mark called me back, text me 4 codes to use at the Walmart money center and told me once I do that, the $5000 would be in my account the next day at 10:30am. To make a long story short, the next day when I checked my account there was a little over $5000 in my account, when I scrolled and looked over my account they had went in my account and filed claims against things that I had paid for so I actually had over $5000 in online claims, they never deposited anything into my account.Business Response
Date: 11/28/2022
November
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*****:
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. ******* ****, and we appreciate the opportunity
to respond.
In her complaint, Ms. **** states she was
attempting to apply for loans when “…received an approval text and email from
Mark B*** of advance America for $5000.” Ms. **** states she was told “…the
credit department would do a small deposit into my account within 2 hours to
make sure my account could receive the deposit.” Ms. **** states she was
instructed to “go to ******* and deposit the money, he told me not to log into
my account until after they deposit the $5000.” Ms. **** states “…mark called
me back, text me 4 codes to use at the ******* money center and told me once I
do that, the $5000 would be in my account the next day at 10:30am.” Ms. ****
states “…they had went in my account and filed claims against things that I had
paid for so I actually had over $5000 in online claims, they never deposited
anything into my account.”
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 brick-and-mortar storefronts
in the state of Illinois, nor does it offer services to Illinois residents. Additionally,
Advance America would never deposit funds only to request their immediate
return.
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 w*** 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., f/k/a Advance America, Cash Advance Centers, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:11/03/2022
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.
SPT, 15 2022 THE TRANSACTION TOOK PLACE IN THE SENSE I ASKED FOR A LOAN. I RESPONDED BACK TO A TEXT MESSAGE TELLING ME I WAS APPROVED FOR SUCH LOAN. ALTHOUGH TO DEPOSIT THE MONEY I HAD TO JUMP TRHOUGH SOME HOOPS AND SEND MONEY TO SOME RANDOM ACCOUNT VIA CASH APP "***********" FOR A COMBINATION OF DIFF AMOUNTS. CASH APP HAS A 10K LIMIT TO TRANSFER MONEY OUT. WHICH I MET DUE TO THE REQUST OF THE AGENT. ONCE I REFUSED TO KEEP SENDING THE MONEY AND WANTED THE WHOLE THING CANCELED I RECIEVED A THREATING MESSAGE FROM AGENT. I AM NOW BEING INVESTIGATED FOR FRUAD AND BY BANK HAS PLACED CHARGES FOR SUM I DIDNT EVEN DO NOR WANTBusiness Response
Date: 11/04/2022
November
4, 2022
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 California, LLC (“Advance America”) is in receipt of a complaint
filed with your agency by Mr.
******** **********, and we appreciate the opportunity to respond.
In his complaint, Mr. ********** states he
asked for a loan and “responded back to a text message telling me I was
approved for such loan.” Mr. ********** states “although to deposit the money I
had to jump through some hoops and send money to some random account via cash
app ************ for a combination of different amounts.” Mr. ********** states
that he completed what was requested of him, however, was told to keep sending
money. Mr. ********** states “once I refused to keep sending the money and
wanted the whole thing canceled I received a threatening message from agent.”
Mr. ********** states he is now “being investigated for fraud and by bank has
placed charges for sum I didn’t even do nor want.”
After a diligent search of our records, we could not locate
any open
accounts in our system associated with the personal information provided in Mr.
************ complaint. Advance America does not use “*******” for any purpose.
Additionally, Advance America will not deposit funds into an account only to
request for their immediate return.
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 Mr. ********** continue to document all details of any
such communications in the future, that he 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 California, LLC under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
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