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:09/13/2022
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 to a loan for 3000 he had me go to Walgreens to buy e-bay cards to make transfer of money to him all together I sent him 540 Dallas and that was my refund money also he refused to send it to me unless I give him another 150 I will not send anymore money his name Dominique he owes me a refund and I have the right to it thank you
Business Response
Date: 09/14/2022
September
14, 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 that he had applied for a $3000 loan. “He had me go to Walgreens to buy
e-bay cards to make transfer of money to him all together I sent him 540 Dallas
and that was my refund money”. Mr. ****** states the person refused to refund
his money, instead requesting an additional $150.00.
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 require or request a customer purchase a gift card of any kind for
any purpose whatsoever.
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 AnalystCustomer Answer
Date: 09/15/2022
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:09/07/2022
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.
It’s been over 7 to 10 years that’s I had an issues owing a payment less then 500.00 with the loan I borrowed. Financial difficulties at that time. Couldn’t pay all back. As time progresses I totally forgot about it. I moved. Never needed another loan till now. Try to get a loan to pay off credit card bills I. Florida which I’m still resident m. Why do advance America still have me penalized to get a loan in Florida all these years. It should be Removed by now. By law it should be removed between 5 to 7 years I believe. Please help me clear this case. Thank you.Business Response
Date: 09/22/2022
September 22, 2022
Via Email
Ms. Cindy R*****
Better Business Bureau
408 North Church Street, Ste. C
Greenville, SC 29601
RE: Ms. ***** ***** 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 it has “been over 7 to 10 years that’s I had issues owing a
payment less then 500.00 with the loan I borrowed.” Ms. ***** states she had a
financial hardship during that time and was unable to pay the loan back. Ms.
***** states over time she forgot about the loan. Ms. ***** states she needed
to obtain another loan recently, however, was unable to originate a loan. Ms.
***** states she would like the loan removed so she can originate another loan.
After a diligent
search of our records, we were able to determine Ms. ***** was previously
denied for a loan due to having an open transaction with another deferred
presentment provider. Due to the age of Ms. ******* previous loan with Advance
America, we will need her to reach out to Ally P***** at *********************** or to our Customer Care Team at ***** *** * **** to provide more information to
assist in the overall investigation. We understand this is an inconvenience and
apologize.
Advance
America strives for excellent customer satisfaction, and we regret when a
customer is dissatisfied with her experience with our company. Based on the
above, we hope this matter is resolved to your and Ms. Ms. *******
satisfaction.
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*****
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
Date:09/07/2022
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.
Awhile back I setup an account with Advance America. They kept saying my information was wrong and I needed to go to the store location near me. I wasn’t able to go to the store location so I gave up on doing business with them. It didn’t make sense as to how my information was wrong. My drivers license matched my bank information and my utility bill. Later on down the road I decided to try them again and they flagged my account for fraud. I called in and was advised to check if my social security number was flagged with the credit bureaus. I reached out to three of the major credit bureaus and nothing was flagged on their end. I reached back out to Advance America and was told to go to the store location. I got the same denial of fraud at the store location. The lady at the location didn’t understand why since all my information matched up and was verified. I called the customer service line and got a supervisor. I spoke with Lisa J****** who reached out to the fraud department and got the fraud removed. I tried to apply with them again and got a high risk fraud denial. I reached out to Lisa J****** again and she escalated again. That was over a month ago and it’s still showing as high risk fraud. I don’t understand why they keep flagging my account and still have it flagged. I have checked everything and proved who I am and that this is not fraud. Nobody has stolen my identity and nothing should be flagged as fraud. I have never heard back from the supervisor or the company at all.Business Response
Date: 09/21/2022
September 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 set up an account with Advance America. Ms. *** states “they
kept saying my information was wrong and I needed to go to the store location
near me.” Ms. *** states she was unable to travel to a close location, so she
did not move any further with an application. Ms. *** states she later decided
to submit a loan application, however “they flagged my account for fraud.” Ms.
*** states she did contact Advance America to try and remedy the concern. “Lisa
J****** who reached out to the fraud department and got the fraud removed.” Ms.
*** states she attempted to retry the loan application, however, was denied for
“high risk fraud.”
After a diligent
search of our records, we were able to determine Ms. *** was previously denied
for a loan through our online portal due to potential fraud identifiers. Ms.
*** contacted Advance America and was able to provide identifiable information
and was told to reapply. Ms. *** later reapplied for a loan online, however,
again was denied for potential fraud identifiers by a 2nd layer
fraud check. We run these fraud checks to ensure that the applicants are who
they claim to be. Unfortunately, given the above, we advise Ms. *** to apply in
a storefront location where our representatives can identify Ms. *** in person.
We understand that this is an inconvenience and apologize.
Advance
America strives for excellent customer satisfaction, and we regret when a
customer is dissatisfied with her experience with our company. Based on the
above, we hope this matter is resolved to your and Ms. Ms. ***’s satisfaction.
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: 09/21/2022
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.
Regards,
******* ***I am rejecting this offer because I did go to the store and the store is stating that it is still pulling up fraudulent. I have proven myself online as well as in the store, but it is still pulling up that this is flagged as fraudulent. Nothing about this is fraudulent. I have confirmed my identity. Even the in-store employee doesn’t understand why my account is flagged, but said there was nothing they could do this needs to be rectified and taken very seriously.
Business Response
Date: 09/27/2022
September 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 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 is “rejecting this offer because I do go to the store and
the store is stating that it is still pulling up fraudulent.” Ms. *** states
that she has provided identification as requested and states “nothing about
this is fraudulent.” Ms. *** states “this needs to be rectified and taken very
seriously.”
After a diligent
search of our records, we were able to determine Ms. *** was previously denied
for a loan through our online portal due to potential fraud identifiers. Ms.
*** contacted Advance America and was able to provide identifiable information
and was told to reapply at one of our storefront locations. On August 5, 2022,
Ms. *** applied in one of our store front locations, however, was denied due to
potentially fraudulent activity. As of August 25, 2022, Ms. ***’s information
was updated, therefore she may reapply through one of Advance America’s store
front locations. We understand this is an inconvenience and apologize.
Advance
America strives for excellent customer satisfaction, and we regret when a
customer is dissatisfied with her experience with our company. Based on the
above, we hope this matter is resolved to your and Ms. Ms. ***’s satisfaction.
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:09/06/2022
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.
In 2016 I was layed off from a employer for office closure. I found another job in 2017, I took out a loan of $2800 to cover my expenses from the first layoff expecting to make my payments I made 2 payments and then was layed off from new my employer in May of 2017 for downsizing. It awhile to find new employment which I took a large pay reduction in total. I stopped making my payments in May 2017, in between that time a series of life events happened divorce, illness and auto accident. This company stated I made a payment in May 2019, I was on disability already due to a severe auto accident in Oct 2018 from a drunk driver. I have checked my historical bank statements for accuracy of payment to them there was nothing. Since then they have not contacted me and their office I took the loan out is closed. I have received no emails, voicemails or letters to arrange payments on this debt. They have now placed $3219 on my credit reports as of August 29, 2022 with collection company that did not send me any notice of intent before placing it on my credit reports, to respond to or arranged payments to this date. This company and the collection agency under their direction has ruined my credit. I would like it removed by them since the debt is now over 4yrs 3months as of May 2018 and 5 yrs 3 months from May 2017. This company has not been forthcoming and has falsely stated incorrect information on a “zombie debt” in order to place it on my credit reports to the bureau’s. I have disputed the collection account but they continue to misreport the information to gain additional interest and fees by unethical practices in order to receive $3219.Business Response
Date: 09/14/2022
September
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*****:
Advance America, Cash Advance
Centers of California, 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 a loan
she took out of “$2800 to cover my expenses from the first layoff” was placed
on her credit report. “They have no placed $3219 on my credit reports as of
August 29, 2022 with collection company that did not send me any notice of
intent before placing it on my credit reports, to respond to or arranged payments
to this date.” Ms. ********* would like the debt removed from her credit report
“since the debt is now over 4yrs 3months as of May 2018 and 5rs 3 months from
May 2017.” Ms. ********* states “I have disputed the collection account but
they continue to misreport the information to gain additional interest and fees
by unethical practices in order to receive $3219.”
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. It is possible,
Ms. ********* has us confused with another company. Ms. ********* may reach out
to Ally P***** at (864) ******** with more information to aid in her
investigation.
This letter is written under a
full reservation of rights and is not intended to be, nor should it be
construed as, any admission of liability or as a waiver of any rights afforded
to Advance America, Cash Advance Centers of California, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 09/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I have my Experian credit report where it shows there name Advance America along with the Collection agency has just put on the last credit bureau Transunion, in the attached documents that who the debt was orginated from and their address was Advance America **** ********* Ave ********* Ca 92504 it is closed location it closed sometime between 2018-2019.
First document shows currently Sep 2022 on my Experian print out.
Second document shows Aug 2022 on Equifax it wasn't present.
Third document shows Aug 2022 on Transunion it wasn't present.
This is a blantant attempt to discredit my statement that is $3219 shows on all three bureaus now that they are listed as the orginator for the Collection Company to collect this old debt for them and has caused me undue hardship and cost me a financial lost of denial future financial movement.
Regards,
**** *********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 California, 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 in her
Experian Credit Report, Advance America is listed along with “the Collection
agency.” Ms. ********* provided her Credit Bureau reports as documentation
within her complaint response. Ms. ********* states “this is a blatant attempt
to discredit my statement that is $3219 shows on all three bureaus now that
they are listed as the originator for the Collection Company to collect this
old debt for them and has caused me undue hardship and cost me a financial list
of denial future financial movement.”
We thank Ms. ********* for
providing additional information to further assist in the investigation into
her complaint. According to our records, Ms. ********* entered into a Customer
Agreement (“Agreement”) with Advance America on July
16, 2002. Under the Agreement, Ms.
********* agreed to repay an amount of three hundred dollars ($300) on or
before July 20, 2002. A check was presented to Ms. *********’s financial
institution on July 27, 2002, however, was returned unpaid on August 9, 2002,
which prompted a fifteen dollar ($15) returned check fee. On August 23, 2006,
Ms. *********’s loan was sold to ********** with a balance of three hundred
fifteen dollars ($315), who is no longer in business.
We recommend Ms. ********* dispute
the debt with the collection company that listed said debt to her bureau
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 Advance America, Cash
Advance Centers of California, LLC., under
any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystCustomer Answer
Date: 09/29/2022
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.
Regards,
**** *********Hello,
I am not sure what to make of this response but a debt of 20 years old and it gets put on my credit report with Advance America are listed as the orginal creditor and furthurmore my last name was not ********* in 2002. I was unmarried and did not get married until 2009 so I dont know what this is about now.
Thanks!
Initial Complaint
Date:09/06/2022
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.
Company took over a loan application from a loan company that files for bankruptcy. This was now 3 years ago. This company has required me to pay over the 3 year period $52,000 in gif cards. I still have not received my loan and the return of the $52,000 given them. They keep telling me I need to pay additional funds each time they have received. As of today I was told they can’t release the funds until I give them additional $7,000 which they told me has been requested from SSA DUE TO 6 loan applications under my name and there has been a fraud alert filed once they told me about this problem on August 30th 2022. There have been many problems with this company lying, bouncing checks made out to my Discover account. This was a year ago and all I’m told is those bounced checks will be given upon release of the loan. They have lied many times. At one point they received payment if $1,910 which there employee stole and they made me replace the stolen amount . I want this loan finished and it doesn’t seem possible, and I can not afford to lose the $52,000. I want this problem adressed and settled.they have not be willing to do that. Please try and help settle this for meBusiness Response
Date: 09/09/2022
September
9, 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 his complaint, Mr. ******* states the “Company
took over a loan application from a loan company that files for bankruptcy.”
Mr. ******* states “this was now 3 years ago.” Mr. ****** states, “This company
has required me to pay over the 3 year period %52,000 in gif cards” and “still
have not received my loan and the return of the $52,000 given them.” Mr. *******
states he is being told to pay “additional funds each time they have received”
and “as of today I was told they can’t release the funds until I give them an
additional $7,000 which they told me has been requested from SSA DUE to 6 loan
applications under my name and there has been a fraud alert filed once they
told me about this problem on August 30th, 2022.” Mr. ******* states
he would like the loan finished as he is not able “to lose the $52,000.”
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 offer loans for $52,000 in the state
of Florida. Additionally, Advance America would never require or request a
customer purchase a gift card of any kind for any purpose whatsoever. It is
possible, Mr. ******* has us confused with another company.
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 AnalystInitial Complaint
Date:08/30/2022
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.
Yes I told the company that I’m having a financial issue can they set me up on payment plan they said my account wasn’t eligible for payment arrangement. I was trying to get help but they refuse i than told them I had death in my family and we had to help with funeral arrangements out of pocket. I just wanted some kind of help.Business Response
Date: 09/07/2022
September
7, 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 South Carolina, 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 had
“told the company [Advance America] that I’m having a financial issue can they
set me up on a payment plan they said my account wasn’t eligible for payment
arrangement.” Ms. ***** states she was trying to obtain help due to her
financial hardship, “I had a death in my family and we had to help with funeral
arrangements out of pocket.” Ms. ***** is requesting “some kind of help.”
According to our records, Ms. ***** entered into a Line of
Credit Customer Agreement (“Agreement”) with Advance America on July 8, 2022,
through our online portal. On July 8, 2022, Ms. ***** request and received a
draw for six hundred ten dollars ($610.00). On July 29, 2022, Ms. *****
requested a payment deferment of one hundred dollars ($100). As of the date of
this letter, no payments have been received. Additionally, as of August 30, 2022,
Ms. *****’ debit card authorization for payments was revoked after she spoke
with our Customer Care team.
We will continue to work with Ms. *****. She is invited to reach
out to our Customer Care Line at ***** ******** to discuss any available
options for customers in a financial hardship.
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:08/29/2022
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.
Company posed as a cash advance company using a familiar name offering small personal loans. If they wasn’t able to deposit the money into your account because of a negative balance (which I felt like was weird) they have you do like a money gram or western union and they charge you a fee.Business Response
Date: 09/06/2022
September
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 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 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.
In her complaint, Ms. ******** states the “Company
poses as a cash advance company using a familiar name offering small personal
loans.” Ms. ******** states “they [company] wasn’t able to deposit money into
your account because of a negative balance” then “they have you do like a money
gram or western union and they charge you a fee.”
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 is not affiliated with a company named “Priority
Personal Loan Servicing, LLC” or “Advance USA Loan.” Additionally, Advance
America will only provide loan proceeds through ACH, Debit Card, or Cash.
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 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 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: 09/06/2022
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:08/19/2022
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.
I was behind on my loans. ( Two title loans on one car).
Work slowed to a halt, missed a whole week due to the plant being shut down ( Ashley Furniture). Made contact with the company in person to verify I can make payments even if they were not the entire payment. I was assured nothing would happen to my car and I called every week and payed what I could afford. This last week, they completely refused a payment from my wife saying that I was two months behind and my loan was already in collections. They assured me they would work with me and that I didn't have to worry. One week later, they refused a payment.Business Response
Date: 08/25/2022
August 25, 2022
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 Mississippi, 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, Ms. *********
states he was behind on his loans. “Two title loans for one car.” Mr. *********
states that where he works, the Ashley furniture plant, shut down for a week
and overall work has slowed down causing a financial hardship. Mr. *********
states he had made “contact with the company in person to verify I can make
payments even if they were not the entire payment” and was “assured nothing
would happen to my car and I called every week and payed what I could afford.”
Mr. ********* states “they completely refused a payment from my wife saying
that I was two months behind and my loan was already in collections.”
According to our records, Mr.
********* has two open and defaulted Title loans with Advance America. We
properly applied all payments provided by Mr. and Mrs. *********. Under
information and belief, no payments were turned away, no matter the dollar
amount. Additionally, multiple unsuccessful attempts were made to contact Mr.
********* regarding his options during is financial hardship.
To provide greater
specificity regarding both loans, Mr. ********* entered into a Title Loan Agreement
(“Agreement”) with the Advance America on February 2, 2022. Under the
Agreement, Mr. ********* agreed to repay one thousand one hundred fifty-nine
dollars ($1,159.00) in 1 (one) payment due on or before March 6, 2022. As of the date of this letter, the last
payment received from Mr. ********* was on July 18, 2022, in the amount of
thirty dollars ($30.00). Mr. ********* currently owes seven hundred forty-four
dollars and ninety cents ($744.90).
On May 11, 2022, Mr. *********
entered into another Title Loan Agreement (“Agreement”) with Advance America.
Under the Agreement, Mr. ********* agreed to repay one thousand one hundred
fifty-nine dollars ($1,159.00) in 1 (one) payment due on or before June 10,
2022. As of the date of this letter, the last payment received from Mr.
********* was on July 18, 2022, in the amount of thirty dollars ($30.00). Mr.
********* currently owes one thousand one hundred fifty-two dollars and forty
cents ($1,152.40).
Mr. ********* may reach out to the Divisional
Director of Operations, Jonathan T**** at (**** *** ***** to discuss mutually
agreeable payment options for customers in a financial hardship.
Advance America strives for
excellent customer satisfaction, and we regret when a customer is dissatisfied
with his experience with our company. Based on the above, we hope this matter
is resolved to your and Mr. *********’s satisfaction.
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:08/19/2022
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.
I gave this company $ 300 and they never delivered what they said I was gettingBusiness Response
Date: 08/25/2022
August 25, 2022
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 South Carolina, 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 “I gave this company $ 300 and they never delivered what they said I was
getting”. Mr. ****** would like a refund.
After a diligent search of
our records, we could not locate any open accounts in our system associated
with the personal information in Mr. ******’s complaint.
Advance America takes all
complaints seriously and wishes to help resolve this issue. However, after an
investigation into this complaint we are unable to determine to what Mr. ******
is referring. It is possible that he has us confused with another company. We
ask that Mr. ****** provide more information so that we can have a greater
understanding of his dissatisfaction.
Mr.
****** may reach out to our Customer Care Line at ***** ******** to provide
additional details of his dissatisfaction and to aid our investigation.
Advance
America strives for excellent customer satisfaction, and we regret when a
customer is dissatisfied with her experience with our company. Based on the above, we hope this matter is
resolved to your and Mr. ******’s satisfaction.
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:08/18/2022
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.
Company has taken 2 610 payments from my account unauthorized over a month period totalling over 1400 in overdraft and other feesBusiness Response
Date: 08/25/2022
August 25, 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 that the “Company [Advance America] has taken 2 610 payments from my
account unauthorized over a month period totaling over 1400 in overdraft and
other fees.”
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.
**** has two open and defaulted loans with Advance America. We properly
attempted to debit her account in accordance with her payment schedules for a
total amount of $782.01. However, all attempts returned as unpaid. Ms. ****
currently owes Advance America $635.40 for the Payday loan and $171.61 to get
back on schedule for the Installment loan.
To provide greater
specificity regarding both loans, Ms. **** entered into a Payday Loan Agreement,
Promissory Note and Security Agreement (“Agreement”) with the Lender on July 18,
2022. Under the Agreement, Ms. **** agreed to repay six hundred ten dollars and
forty cents ($610.40) on or before July 29, 2022. On July 29, 2022, Ms. **** made a debit card
payment using the Advance America online portal in the amount of six hundred
ten dollars and forty cents ($610.40), however, the debit card payment returned
unpaid. After multiple unsuccessful attempts were made to contact Ms. ****
regarding her returned debit card payment, an ACH debit was attempted on August
18, 2022, however, later returned unpaid on August 22, 2022.
Also, according to our
records, Ms. **** entered into an Installment Loan Agreement, Promissory Note
and Security Agreement (“Agreement”) with the Lender on July 29, 2022. Under
the Agreement, Ms. **** agreed to repay one thousand eight hundred eighty-seven
dollars and sixty-three cents ($1,887.63) in ten (10) bi-monthly payments of
one hundred seventy-one dollars and sixty-one cents ($171.61) and one (1) final
payment of one hundred seventy-one dollars and fifty-three cents (171.53). At
the request of Ms. **** within the Agreement, a Remotely Created Check (“RCC”)
deposit was sent to Ms. ****’s financial institution in the amount of one
hundred seventy-one dollars and sixty-one cents ($171.61) on August 18, 2022,
however, was returned unpaid on August 22, 2022.
Ms.
**** may reach out to our Customer Care Line at ***** ******** to discuss
mutually agreeable options for customers who are experiencing a financial
hardship.
Advance
America strives for excellent customer satisfaction, and we regret when a
customer is dissatisfied with her experience with our company. Based on the above, we hope this matter is
resolved to your and Ms. ****’s satisfaction.
This
letter is written under a full reservation of rights and is not intended to be,
nor should it be construed as, any admission of liability or as a waiver of any
rights afforded to ACSO of Texas, L.P. under any applicable laws, statutes, or procedures.
Sincerely,
Ally
P*****
Senior Compliance Governance
& Risk Analyst
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