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:10/28/2022
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I had an unauthorized transaction of $574.88 withdrawn from my bank account. I called numerous times and online chat trying to get my card removed from someone's account as I didn't even have an account with them! I was told I would have to have that person call in and give them permission for me to talk to them about their account. I wanted nothing to do with the OTHER person's account! I just wanted my financial information out of their system! I never had an open account with them. I have called them 3 times in 2 days, wrote numerous emails and no response, and also chatted online. This is ridiculous and it's MY MONEY AND MY PERSONAL INFO that they wouldn't remove! Not even my account!
Business Response
Date: 11/14/2022
November
14, 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*****:
ACSO
of Michigan, 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 that an
“unauthorized transaction of $574.88 withdrawn from my bank account.” Ms.
****** states that “I called numerous times and online chat trying to get my
card removed from someone’s account as I didn’t even have an account with
them!” Ms. ****** states that she was instructed she “would have to have that
person call in and give them permission for me to talk to them about their
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. However, upon email correspondence with Ms. ******, she did permit
her brother to use her debit card for payment one (1) time in the month of
September because his card was not being accepted by Advance America’s online
portal. Ms. ****** stated during the same email communication that an
additional payment in October was made utilizing her debit card as well,
however, should not have been.
As of November 9, 2022, Ms. ******’s debit
card was removed from the Advance America Point of Sale (POS) system and can no
longer be used in storefront locations or online. We apologize for the
inconvenience and hope this satisfies 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 Purpose Financial,
Inc. under any applicable laws, statutes, or
procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 11/16/2022
I do not agree because this money was taken from me and caused major financial hardships. If I were to know this was going to happen as my card should have been removed from the system when advance america was notified, I could have planned financially. Now I am trying to work over time just to get back on my feet. I do not and never did have an account with advance america and it was MY card information I called and tried to get removed but no one would speak with me.Business Response
Date: 11/23/2022
November
23, 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*****:
ACSO
of Michigan, 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 “I do not agree
because this money was taken from me and caused major financial hardships.” Ms. ****** would like the money refunded to her.
As of November 9, 2022, Ms. ******’s debit
card was removed from the Advance America Point of Sale (POS) system and can no
longer be used in storefront locations or online. Additionally, a check in the
amount of six hundred one dollars and fifty-two cents ($601.52) was requested
on November 21, 2022. The check will be sent to Ms. ****** at her address: *** *. **** ******** St. *** ***, MI 48413. We apologize for the inconvenience and
hope this satisfies 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:10/26/2022
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 applied at multiple companies for loans. So I received a text from a gentleman that said he was with a company and they would like to offer me a loan. So I received a link and filled out the application. I was approved. They then said they transferred the funds into my account, however my bank confirmed they never received the funds. I contacted them, and they looked into and said ok we will let you know when the funds are in your account. Then I never heard from them again.Business Response
Date: 10/27/2022
,
October
27, 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 Florida, LLC (“Advance America”) is in receipt of a complaint filed
with your agency by Mr.
****** ******* and we appreciate the opportunity to respond.
In her complaint, Mr. ****** states he
applied with many companies to obtain a loan. Mr. ****** states “I received a
text from a gentleman that said he was with a company and they would like to
offer me a loan.” Mr. ****** states he was sent a link for the application
which he filled out and “was approved.” Mr. ****** states he was told funds
would be transferred to his bank account, however, they were never received. Mr. ****** never received loan proceeds, however, provided all emails and documentation
with his complaint. The loan company within the complaint shows Advance America
and Priority Loan Servicing.
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 would never deposit funds into a customer’s
account only to demand their immediate return. Additionally, Advance America is
not affiliated with a company named “Priority Loan Servicing”.
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 Florida, LLC under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 10/27/2022
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:10/24/2022
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 stated I was approved for alone and they took my information and they sent me to underwriting went over terms and conditions. I never DocuSign anything and then they change the terms and they told me oh, we’re gonna have to make an existing customer even though you’re not an existing customer, that’s how we can approve the loan we’re going to send you money and then you send it back to me the company and at that point I said this is fraudulent please take my name and everything out of your system. I did not sign any loan docs and I do not want to complete this. You don’t have permission, and then the guy start arguing about that. Oh this is already completed. We already have your information and I told him you’re not allowed to use my information I’m withdrawing everything I did not sign anything he wanted me to accept three transactions from a different company, then send him back the total of it that’s not the way a loan works so therefore , I said withdraw my name all of my information you do not have permission to do anything under my name. I went in and changed my password and my user ID on my bank account and I want to file a complaint against his company since they said it doesn’t matter if I change my mind now it’s already approved and I have to do it. I said I don’t have to do anything withdraw my name. I’m not doing this. I told the gentleman I’m filing a complaint with the Better Business Bureau because this is not the way you do business and I hung up the phone and after he tried arguing with me.Business Response
Date: 10/27/2022
October
27, 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 Nevada, 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 “I was
approved for alone and they took my information and they sent me to
underwriting went over terms and conditions.” Ms. ******* states she never
received any documents to sign and “terms” were changed during the process. Mr.
******* additionally states she was told “we’re gonna have to make an existing customer
even though you’re not an existing customer, that’s how we can approve the loan
we’re going to send you money and then you send it back to me the company”. Mr.
******* requested that her name and information be removed from all systems.
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. Additionally, all customers who
apply for a loan with Advance America has their information entered and updated
as needed. We do not utilize other customer’s information to assist with loan
approval.
These communications appear to
be part of an effort by criminals to defraud consumers by falsely claiming to
represent Advance America. Advance America has previously communicated
similar efforts to state and federal regulators as well as the Federal Bureau
of Investigation and local law enforcement agencies.
We
recommend that Ms. ******* continue to document all details of any
such communications in the future, that she not
disclose any personal information to the individuals, and, if appropriate,
report such communication to law enforcement.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Nevada, Inc. under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:10/18/2022
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 went in to get a loan and the lady that was helping me assumed through out the whole transaction. I was just getting back to work and i would not be paid until after the date posted to return the money. She went off the old material of my last loan and set my date to return the money the next week instead of two weeks out that they allow because that is how im paid. I feel she did not ask the right questions and was too beyond her self in the moment. I also never recieved the papers i normally would recieve on each loan. I was told to sign and was given the money. I didnt think i had to pay it back until two weeks later, not the next few days. Now I have loan with very high intrest and against my credit for a misunderstanding and poor communication.Business Response
Date: 10/27/2022
October
27, 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*****:
ACSO
of Michigan, Inc. (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 went into
get a loan and “the lady that was helping me assumed through out the whole
transaction.” Ms. ******** states “she [the lady] went off the old material of
my last loan and set my date to return the money the next week instead of two
weeks out that they allow because that is how I am paid.” Ms. ******** does not
believe the right questions were asked in addition to not receiving
documentation as she has in the past. Ms. ******** states “Now I have a loan
with very high interest and against my credit for a misunderstanding and poor
communication.”
According to our records, Ms.
******** entered into a Customer Agreement (“Agreement”) with Advance America
on April 27, 2022. Under the Agreement, Ms. ******** agreed to repay an
amount of six hundred seventy-seven dollars ($677) on or before May 6, 2022. An
ACH debit was in the amount of six hundred seventy-seven dollars was presented
to Ms. ********’s financial institution on May 6, 2022, however, returned
unpaid on May 11, 2022. This prompted a returned check fee in the amount of
twenty-eight dollars and sixty-six cents ($28.66). After multiple attempts to
contact Ms. ********, she currently has an outstanding balance of seven hundred
five dollars and sixty-six cents ($705.66).
As part of our application
process, center employees are prompted to ask questions to update customer
information to ensure our Point of Sale (POS) system retains the most up to
date customer records. If there are no changes to customer information, our POS
system will use the information retained to assign the loan due date. The State
of Michigan mandates how long a customer may have a loan out. Additionally,
during our loan origination process, the center employee will go over the
customer’s agreement to ensure everything is correct prior to having the customer
sign the agreement. The customer may then select to have the loan documents
printed within the store or have them sent to email and/or text message. Ms.
******** chose to have her loan documents emailed and text to her.
Ms. ******** may
reach out to the center where she originated her loan at ***** ******** or our
Customer Care Team at ***** ******** to discuss mutually agreeable payments.
Advance America takes significant
measures to ensure all customers receive high quality customer service. We have
reviewed this complaint with our internal teams to reemphasize this priority.
We thank Ms. ******** for bringing this matter to our attention and we hope
that our actions have resolved her 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 ACSO of Michigan, Inc.
(d/b/a Advance America) under any applicable laws,
statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:10/13/2022
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 contacted Advance America on 10/9 to cancel the loan request. I received an email from Advance America on 10/10; see below, advising me that I would have to wait until the funds were deposited into my account. The funds were deposited on yesterday 10/12. I called Advance America today, 10/13, spoke with Emerson and Travis who told me that I needed to contact their office before 10/12. As you can see per the email chain attached, I contacted them on 10/9 and received a reply on 10/10. The funds were not deposited into my account until 10/12. I spoke with Hanson who stated she would have her supervisor to call me back. Since I contacted their office on 10/9; received a reply on 10/10, I did contact them prior to the date that was required. I have asked them to take the $500 they deposited into my account out of my account and not charge a fee since I notified them within the required time to cancel/rescind the offer.Business Response
Date: 10/21/2022
October
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*****:
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 contacted
Advance America on October 9, 2022, to cancel her loan request. Ms. *****
states “I received an email from Advance America on 10/10 advising me that I
would have to wait until the funds were deposited into my account.” Ms. *****
states that her loan proceeds were deposited into her account on October 12,
2022, which prompted her to call Advance America the next day, October 13,
2022. Ms. ***** states “I spoke with Emerson and Travis who told me I needed to
contact their office before 10/12.” Ms. ***** provided the email documentation
as part of her complaint. Ms. ***** is requesting the loan proceeds to be
removed and her loan canceled since she requested within the allowable time.
After a diligent search, Ms.
***** did in fact request the rescind on October 9, 2022, however, loan
proceeds were in the process of being sent to her financial institution,
therefore, we were unable to rescind the loan at Ms. *****’s request. According
to her Agreement, Ms. ***** was able to request the rescind up to October 12,
2022. Even though Ms. ***** contacted our Customer Care Line after October 12,
2022, her request was honored, her loan was voided, and Ms. ***** no longer has
a balance owed. We sincerely apologize for any inconvenience we 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 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:10/07/2022
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 through Advance America in 2019. In May of 2020 I paid the loan off in full. I was late on ONE payment so a wage Garnishment agreement was made and signed. After paying the loan off the garnishment agreement was never undone. Forward to August 2022, I started to work a lot of overtime and my wages began to be garnished by Advance America. So I contacted them and they said I still owed 46 dollars, then said they could see where I paid the loan off in full. I've contacted them several times to get the paperwork to stop the garnishments and they have given me the run around. I have had almost 340 dollars garnished of money that was not owed to them and it had been a ridiculous problem to try and get my money back. They are not working with me or staying in contact with me and I am constantly having to call and start the process all over again to be told to wait for an email to come within 3-5 business days. This is old and I want my money back.Business Response
Date: 10/25/2022
October
25, 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 that she
originated a loan in 2019, however in “May of 2020, I paid the loan off in
full.” Ms. ****** states a “wage Garnishment agreement was made and signed.” Ms.
****** states that after she paid her loan in full, “the garnishment agreement
was never undone.” Ms. ****** states that she started to work more in “August 2022”
and “my wages began to be garnished by Advance America.” Ms. ****** states she
contacted Advance America, however, states her issue has not been resolved.
According to our records, Ms.
****** entered into a Customer Agreement (“Agreement”) with Advance America on November 4, 2019. Under
the Agreement, Ms. ****** agreed to repay an amount of seven hundred
ninety-three dollars and seventy cents ($793.70) in one (1) payment of one hundred
dollars and nine cents ($100.09), six biweekly payments of ninety-nine dollars
and nine cents ($99.09) and one final payment of ninety-nine dollars and seven
cents ($99.07) due on or before March 5, 2020. Ms. ****** paid a total of four
hundred thirty-eight dollars and sixty-one cents ($438.61), however, on March
12, 2020, Ms. ******’s loan entered default. At that time, the center where Ms.
****** originated her loan requested a Wage Assignment Demand to her employer.
However, at the time, Ms. ******’s income did not qualify for the minimum wage
requirement in Illinois. Advance America enacted the Remotely Created Check
(“RCC”) Agreement due to Ms. ****** still owing a balance. Ms. ****** finished
the RCC Schedule on May 13, 2020, and no longer owed a balance. The Wage
Garnishment Demand should have been recalled from Ms. ******’s employer at that
time, however, it appears that it was not.
On May 24, 2021, Advance
America ceased operations in Illinois. At that time, all centers were closed
and no longer were servicing outstanding loans. During the process of releasing
Wage Garnishments, the request regarding Ms. ****** was missed. As of October
18, 2022, the Wage Garnishment Release through ADP was requested and granted.
The funds that were removed from Ms. ******’s paycheck will be returned by ADP
to her employer. Ms. ****** will need to work with her employer for her refund.
We understand this has been an inconvenience for Ms. ****** and we sincerely
apologize.
Advance America takes
significant measures to ensure all customers receive high quality customer
service. We have reviewed this complaint with our internal teams to reemphasize
this priority. We thank Ms. ****** for bringing this matter to our attention
and we hope that our actions have resolved her 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 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:10/04/2022
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 loan with Advance america and they have reported thay a previous loan was charge off and sold it to a different company. This is oncorrect and want it removed off credit report.Business Response
Date: 10/07/2022
October
7, 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*****:
ACSO of Texas, L.P., d/b/a
Advance America (“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. **** ****** “I had a loan with
Advance America and they have reported thay a previous loan was charge off and
sold it to a different company.” Mr. **** ****** he feels “this is oncorrect
and want it removed off credit report.”
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, Mr.
**** entered into a Loan Agreement, Promissory Note and Security Agreement
(“Agreement”) with the Lender on May 18, 2021. Pursuant to the Promissory Note,
Mr. **** agreed to repay an amount of one thousand seven hundred sixty dollars
and ninety-seven ($1,760.97) on or before June 10, 2021. A debit card payment
was sent to Mr. ****’s financial institution on June 10, 2021, however, was
returned unpaid on June 10, 2021. After
not receiving a completed payment, Mr. ****’s loan was sold to ******** ****** ********* (**** ******** on July 3, 2022.
We recommend Mr. **** dispute
the debt with ******** ****** ********* who reported the debt to his credit
tradeline. We understand this is an inconvenience and apologize.
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:10/03/2022
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 need to make my payment and update my debit card. I cant update my debit card online, must be by phone. I cant make the payment online with new debit card, only gives option for card on file. I called, was on hold for 20 minutes, got on chat, was told to call a different number because they couldn't help me on chat, Ive been on hold 1 hour and counting at number given to me on chat. I don't know if customer service is horrible or not because I can't even get someone to answer the phone.Business Response
Date: 10/06/2022
October
6, 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*****:
ACSO
of Michigan, Inc (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 needed to make
a payment on her loan and update her debit card. “I can’t update my debit card
online, must be by phone.” Ms. ***** states when she called, she “was on hold
for 20 minutes, got on chat, was told to call a different number because they
couldn’t help me on chat, I’ve been on hold for 1 hour and counting.” Ms. *****
states “I don’t know if customer service is horrible or not because I can’t
even get someone to answer the phone.”
According to our records, Ms.
***** entered into a Customer Agreement (“Agreement”) with Advance America on September 3, 2022, through the online portal. Under the Agreement, Ms. ***** agreed to repay an
amount of six hundred seventy-seven dollars ($677) on or before September 23, 2022.
Ms. ***** used her debit card to pay her loan in full on October 1, 2022, using
the updated debit card.
Ms. ***** entered into
another Customer Agreement (“Agreement”) with Advance America on October 1,
2022, through the online portal. Under the Agreement, Ms. ***** agreed to repay
an amount of six hundred seventy-seven dollars ($677) on or before October 21,
2022.
We recognize that Ms. *****
may not have received the customer service experience she was expecting, we
sincerely apologize. Advance America takes significant measures to ensure all
customers receive high quality customer service. We have reviewed this
complaint with our internal teams to reemphasize that team members are
providing the highest quality customer service. We thank Ms. ***** for bringing
this matter to our attention, and we apologize for any role that our activity
may have played in this trouble.
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
(d/b/a Advance America) under any applicable laws,
statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 10/07/2022
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and though I fail to see me making my payment before the agreed upon extension due date or that I took a new loan from them to be relevant to the complaint of hold time I am satisfied they will attempt to right the wrong and decrease hold times for future client calls.
Regards,
****** *****Initial Complaint
Date:09/29/2022
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.
Got a payday loan from advance america store in *********** FL on north main street in may 2022 , my son paid the loan off in full at advance america store in **** ***** FL June 3 2022 , which we both have the receipts from advance america store and my bank showing the reflected payment cleared.. now two almost three months later advance america store in *********** FL has sent a check through my bank account and is trying to collect payment for the June 2022 payment that was already paid.. I didn't get another loan which was already verified by both store managers in **** ***** FL and *********** FL advance america stores..Business Response
Date: 10/05/2022
October
5, 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
originated a loan at an Advance America center in ***********, FL “on north
main street in may 2022.” Ms. ********** states her son paid her loan off at
the “**** *****, FL June 3 2022, which we both have the receipts from advance
America store and my bank showing the reflected payment cleared.” Ms.
********** states the ***********, FL location is sending additional payments
through her bank account. Ms. ********** states “I didn’t get another loan
which was already verified by both store managers in **** *****. FL and
***********, FL advance america stores.”
According to our records, Ms.
********** entered into a Customer Agreement (“Agreement”) with Advance America
on May 14, 2022, at the store front located at **** ** **th Blvd
***********, FL 32606. Under the Agreement, Ms. ********** agreed to repay an
amount of five hundred fifty-five dollars ($555) on or before June 3, 2022. On
June 3, 2022, a debit card was used to pay Ms. **********’s loan balance in
full.
Ms. ********** then entered
into a Customer Agreement (“Agreement”) with Advance America on June 4, 2022, at the store front located at **** ** **** Street ***********, FL 32609. Under the
Agreement, Ms. ********** agreed to repay an amount of five hundred fifty-five
dollars ($555) on or before July 2, 2022. An ACH was presented to Ms. **********’s
financial institution on September 1, 2022, however, was returned unpaid on
August 7, 2022, which prompted a thirty dollar ($30) returned check fee. Ms.
********** currently has a balance due of five hundred eighty-five dollars
($585). This transaction is documented on film and in writing.
Ms. ********** may reach out
to the center at (352) ******** or our Customer Service Line at (844) ********
to discuss mutually payment options.
This
letter is written under a full reservation of rights and is not intended to be,
nor should it be construed as, any admission of liability or as a waiver of any
rights afforded to Advance America, Cash
Advance Centers of Florida, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 10/06/2022
Better Business Bureau:
Advance america Corporate office checked and someone kept postponing the payment month after month and the person who was doing this is no longer working at the advance america store in *********** FL on ***** **** street, they were fired...
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
******* **********Business Response
Date: 10/20/2022
October
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 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 the “Advance
America Corporate office checked, and someone kept postponing the payment month
after month and the person who was doing this is no longer working at the
advance America store in ***********, FL on ***** **** street, they were
fired.” Ms. ********** reviewed our previous response but did not feel it
resolved her complaint.
According to our records, Ms.
********** then entered into a Customer Agreement (“Agreement”) with Advance
America on June 4, 2022, at the store front
located at **** ** **** Street ***********, FL 32609. Under the Agreement, Ms. ********** agreed to repay an
amount of five hundred fifty-five dollars ($555) on or before July 2, 2022. An
ACH was presented to Ms. **********’s financial institution on September 1, 2022,
however, was returned unpaid on August 7, 2022, which prompted a thirty dollar
($30) returned check fee. On October 13, 2022, Ms. **********’s loan was paid
in full aside from the returned check fee. On October 19, 2022, Ms.
**********’s returned check fee was waived, leaving a zero ($0.00) balance
owed.
We appreciate Ms. **********
utilizing our products and welcome her to use them in the future should she
need to.
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:09/26/2022
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.
This transaction incident happened on Sept.23 It was my first time getting a online loan with Advance America Payday Loans. The person I thought was a real agent ***** ***** from Nigeria called me everything sounded legit, and I didn't know of the procedures. Now I found out that it was a whole scam, and I am completely broke and in debt due to it. I need this fixed and need my $393 returned back to me in my chase account. I was in good standing with them and now I am not b/c Peter caused my account to be $-1,040. This wasn't my fault. He asked me for inappropriate pictures of me which he received. He has all of my information my address, phone number, probably my social security number, my driver's license picture he had me submit. He really had me fooled. I want my money back and I want this imposter thrown in Jail and to pay for his devious crimes. The email I have from him is: *************************** his phone number I have listed is: (************. He was supposed to deposit into my account the loan of $5,000 plus my $393 that was in my account prior to him stealing that as well which should have been $5, 393. I have tried to resolve the issue with Peter but to no avail. I am sure he has changed his number and went to scamming someone else.Business Response
Date: 09/28/2022
September
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 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
applied for an online loan for the first time “with Advance America Payday
Loans.” Ms. ******* states she was contacted by “Peter S**** from Nigeria” and “everything
sounded legit.” Ms. ******* states “I need this fixed and need my $393 returned
back to me in my chase account.” Ms. ******* states “He [Peter S****] asked me
for inappropriate pictures of me which he received.” Ms. ******* also states “He
[Peter S****] has all of my information my address, phone number, probably my
social security number, my driver’s license picture he had me submit.” Ms. *******
provided the contact information of Mr. Peter S**** within her complaint. Email
address: *************************** and phone number: ************. Ms. ******* states she was to receive a loan
for $5000. Ms. ******* states she has tried to resolve her concerns with Mr.
S****, however, has been unsuccessful.
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 employees do not utilize email addresses
on the server “@gmail.com” for business purposes. Additionally, Advance America
does not own or control the phone number ***** ******** nor will we request or
require inappropriate pictures of any kind. Advance America will not request or
require upfront funds as part of the loan approval or origination process.
These communications appear to
be part of an effort by criminals to defraud consumers by falsely claiming to
represent Advance America. Advance America has previously communicated
similar efforts to state and federal regulators as well as the Federal Bureau
of Investigation and local law enforcement agencies.
We
recommend that Ms. ******* continue to document all details of any
such communications in the future, that she not
disclose any personal information to the individuals, and, if appropriate,
report such communication to law enforcement.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of Florida, LLC under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
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