Business Profile

Financial Services

Advance Financial

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Complaints

This profile includes complaints for Advance Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

132 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:06/22/2025
Type:Product Issues
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 requested several times that this company STOP SENDING ME JUNK MAIL, I WANT THEM TO STOP CONTACTING ME VIA MAIL OR EMAIL. If you can help me out with that, that would be great. Regards **** ******
Business Response
Date: 07/01/2025
The Company is in receipt of this complaint. We are unable to locate any account with this name, email or phone number. The Company has requested that if this address is in our mailing lists that it be removed.
Initial Complaint
Date:06/16/2025
Type:Customer Service Issues
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 been approved for a line of credit however every time I try to withdraw i can't and they won't respond to fix it and I've done all they asked
Customer Answer
Date: 06/16/2025
I did it all online so there is no physical address
Business Response
Date: 06/17/2025
The Company is in receipt of this complaint. Mr. ****** sent an email requesting addtional information and was advised to contact our office for more details. ********** also attempted to contact Mr. ****** on 6/16/25 at 226pm and received no answer. Please call us at ************
Customer Answer
Date: 06/18/2025

Complaint: 23474125

I am rejecting this response because: I've informed them of my inability to be verbal ATM due to undergoing surgery for learnex paralysis and I've emailed them and let them know all this I can even send them confirmation of this I don't know how to contact them I have tried I don't understand why they're saying that my withdrawal was suspicious when they approve me they told me I could withdraw it I tried to withdraw it and now it's not allowing me to I just don't get it

Sincerely,

**** ******
Initial Complaint
Date:05/31/2025
Type:Product Issues
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.
Was applying for a line of credit and had to jump thru unnecessary hoops to get them documents that they requested because their online banking verification system wasn't working. Once I emailed over all of the documents I had gathered (that they requested), they told me that I'd need to go to a store 5 hours away to show the documents in person, even though they claim that they can do loans online. Also, I was consistently by one employee that I'd get a call back with a status update before the end of the day, and I never did. I would like the company to reach out to me and explain why needed to email over all the necessary documents, only to be told that I now need to drive 5 hours away to show the documents in person at the nearest store. I would also like the line of credit of $4,000 that I was conditionally approved for.
Business Response
Date: 06/03/2025
We were unable to meet your borrowing needs at this time but will we will be looking into the delays you experienced recently to determine where we can improve.

Customer Answer
Date: 06/06/2025

Complaint: 23400383

I am rejecting this response because:
Advance Financial continues to misinform me regarding my loan application, they've put in incorrect income information for me when processing my application, one representative told me that my application was sent to the wrong area, and they have repeatedly lied to me regarding the option to complete a line of credit request thru their website. I recently found out from one of the branch managers that I would I have to drive several hours away to go to their store to get a loan. Before this, every representative I spoke to acted like everything could be completed via the Advance Financial website. The response from Advance Financial is unsatisfactory. I am not satisfied and this issue has not been resolved.

Sincerely,

***** *****
Business Response
Date: 06/12/2025
Thank you for your additional comments and for providing a detailed account of your experience. We regret that the application process did not meet your expectations and understand how frustrating the situation must have been.
Our goal is to make the online application process as efficient as possible, and we recognize that miscommunications may have contributed to your dissatisfaction. We have reviewed your account and confirmed that our decision was based on our underwriting eligibility criteria for your state, including the documentation received and the proof of income information available to us at the time. While many of our customers may qualify for a loan online in a particular state, we may offer other options in *********, which may have differing qualification criteria - this is the reason why our staff may offer to visit one of our many locations across ********* as an alternative.
Your feedback has been shared with the appropriate teams to support ongoing training and process improvement. If you believe your income was inaccurately reported in the application submitted on 05/31/25, you are welcome to update your information and reapply for consideration at your convenience.
At this time, our team has completed a full review of your application, including the income documentation provided, and a decision has been issued. A copy of that decision was sent to you by email and is also available through your online account.
We appreciate your time in bringing these concerns to our attention and consider this matter closed.
Initial Complaint
Date:05/29/2025
Type:Customer Service Issues
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.
After communicating with Advance financial, telling them that I have filed bankruptcy, and providing attorney information, and chapter filed, case number, both verbally and in writing. I am still getting harassing phone calls , they still went into my account and took money that I later have to dispute with my bank. I desire for the phone calls, and them taking money from my account to stop
Business Response
Date: 06/03/2025
The Company is in receipt of this complaint and have reviewed the account along with bankruptcy details. This loan was obtained after Ms. ******* filed bankruptcy and therefore is not subject to discharge in accordance with this bankruptcy. Please contact our office at ************ to discuss repayment arrangements.
Initial Complaint
Date:05/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a series of emails from a **************************** address that I had been approved for a loan and only needed to confirm my bank details. The emails gave a name that was not my own and who I had never heard of. This is clearly some sort of phishing scam, and I see based on other BBB complaints I am not the only one who has experienced this. I ask that my own email be removed from any lists maintained by *****, that they disallow any loan applications using my email, if necesarry issue any corrections against my credit, and that they implement a better email verification system that is up to industry standards.
Business Response
Date: 06/03/2025
The Company is in receipt of this account and have blocked the application using Mr. ****** email address.
Customer Answer
Date: 06/06/2025

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.

Sincerely,

****** ****
Initial Complaint
Date:05/25/2025
Type:Billing Issues
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 believe Advanced Financial is violating my rights, and have been selling my information. I've paid every time on time, yet my credit score has fallen and they claim I owe more than my credit limit. I tried talking to the person that finally answered and feel like they are crooked big time. I also suspect there's more than one account using my email. Please help me by investigating thoroughly and get to the bottom of it, they need to take accountability for their bad business practices.
Business Response
Date: 06/03/2025
The Company is in receipt of this complaint and review the account for accuracy. The account is current and has never been reported to credit neither good or bad. The current line of credit is $500 and payoff, as of today (6/3/2025) is $415.28 with available credit of $134.85. If you'd like to discuss this account further please contact us at ************.
Customer Answer
Date: 06/27/2025
Advance Financial 24/7 has been accused of violating consumer rights and engaging in practices that could be considered predatory lending, specifically in relation to their Flex Loans in **********
Here are some potential ways they may be violating your rights:
Misrepresenting information and violating contracts: In a settlement with the Attorney General of ********* Advance Financial was accused of misrepresenting the forum for resolving consumer disputes, charging high interest rates, and violating contracts.
Charging high interest rates and fees: Advance Financial's Flex Loans in ********* charge a *****% annual interest rate, and the company has been accused of using misleading advertising and undisclosed high fees that can trap consumers in debt cycles.
Aggressive collection tactics: Advance Financial has been shown to file significantly more lawsuits against borrowers than other payday lenders, and some borrowers have reported feeling pressured into taking on more debt.
Continuing to send bills despite account closure: One borrower reported receiving bills years after Advance Financial had written off her loan and closed her account, despite a written agreement to cease communications.
Misleading information about loan applications: Some customers have reported being given incorrect information about their loan applications and the ability to complete processes online.
Potential for identity theft: One customer reported that the company was collecting personal financial information without issuing loans and suspected identity fraud.
Business Response
Date: 07/01/2025
a response was sent on 6/3 and has been read by the BBB
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
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 my Fico with ******** credit report stated that I have a loan I took. Its a line of credit of 1200. I called and they confirmed I have a balance of ******* with them but would not let me file a dispute on Saturday May 17th 2025. I have not taken a loan with them and was a victim of identity theft the beginning of 2025. I told them I know its not me and Im sure if they did an investigation they will know its not me who they gave the loan to. They wouldnt give me information on the loan they said I took out. They request me to give them my SSN, address, email, phone number, and account info. I gave them everything they request but not my bank information because I told the representative that if its my loan why cant he tell me what bank they sent the credit line to if they are adamant its me who took it. I just didnt feel safe because I had already gave all the information they request besides my account info. And I would know if they gave that loan out because my bank would have that information.
Business Response
Date: 05/30/2025
Advance Financial 24/7 is in receipt of your complaint filed with the H333735363534353136**H.
H32******34**38383138H is an authorized servicer of the lender, ** Flow, a division of Capital
************** (**Bank). ****** is a Utah state-chartered bank with the **** as its
primary federal banking regulator.
Thank you for bringing your concerns to our attention. We take allegations of identity theft very
seriously and are committed to working with you to resolve this matter.
After investigating the account in question, we have confirmed the following facts:
On January 31, 2025, an unsecured consumer line of credit from ** Flow, a division of
**Bank, was opened in your name with an initial credit limit of $1,200. Prior to the accounts
origination, third-party underwriting services, including fraud detection services, were able to
validate personal information from the loan application including name, social security number,
and address. Personal information entered into the ** Flow line of credit application matches
the documentation submitted with the application, which included a copy of a government-issued
photo ID (license number ********** issued 5/4/2021 by Oklahoma in the name of Phang
**** residing at *********************************************************************************, with a date of birth of *********);
a paystub matching the employer name, your name, and the last four digits of the social security
number provided in the application; a bank statement linked to an account in your name, which
also contains the same address provided in the application; a copy of a social security card
matching your name and the full social security number on the application.
In addition, our investigation confirmed that the personal information listed on the complaint
document matches the information submitted at the time of the application. Specifically, the first
and last name, the partial address listed, and the email address listed on the complaint document
all match what was provided during the application process for the account in question. In fact,
six emails were sent to the email address on the complaint during the application process prior to
origination.
A review of our communication history also confirms that the communications with you since
the accounts origination have included a call from you on May 17, 2025 during which you
verified your personal information (first and last name, date of birth, and social security number).
Additionally, our records reflect that we received emails from you on May 19, 2025 and May 20,
2025 from the email address listed on the application as well as what is listed on the instant H363137**3238313831H
complaint. Six emails were sent to your email address during the application process (prior to
origination) and eight biweekly statements were sent to your email address since the line of
credit was funded.

According to our records, no payments have been received on the account.
Accordingly, based upon the relevant account information, supporting documentation, and
account details, we have not at this time concluded the account to be fraudulently opened in your
name. However, if you still believe you did not authorize this loan and may be the result of
identity theft, we strongly encourage you to take the following steps to help us move forward
with our investigation:
1. File a police report regarding the suspected identity theft with your local law
enforcement agency.
2. Submit a completed identity theft affidavit, which can be found on the Federal Trade
Commissions (***) website: *****************************.
3. Provide us with copies of both the police report and the *** affidavit.
You can send the requested documents to us via EMAIL: ***************
If you have any questions or need help navigating the reporting process, please dont hesitate to
reach out to our team at PHONE: ************** EMAIL: *************** We&#**;re here to
assist you.
We note that you claim an agent refused to provide information regarding the line of credit in
your name during a May 17, 2025 call. That call recording has been reviewed and the agent
confirmed the following information regarding the account: account type, balance, past due
amount, and the principal amount owed. When the agent informed you that we do not provide
bank account information over the telephone for security purposes, you chose to terminate that
call, stating that you would call your bank. We do not have any record of you being denied the
ability to file a dispute. In fact, we received your credit dispute via Experian on May 21, 2025.
We subsequently reviewed the reporting on the account and verified that it was accurate.
Nevertheless, in acknowledgement of your dispute, we are requesting the account be listed as
disputed. Consumer reporting agencies may take up to 30 days or longer to update reports and
this is beyond our control. Please let us know if you are no longer disputing the account so that
we can update the status.
We appreciate this matter being brought to our attention. H32******34**38383138H invests heavily in
maintaining consumer relations and considers consumer satisfaction a high priority.
You can learn more about handling identity theft by contacting the ************************ at
****************************************, calling (877) IDTHEFT (********), or writing to the Federal Trade
Commission, ************************* *******************************************
20580.
Sincerely,
H32******34**38383138H
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has INSANELY high interest rates! 450% on a $610 loan!? When going through the paperwork, it doesnt even advise monthly payments or how many payments which is misleading when trying to accept to get to this. They make you enter banking information prior. I accidentally accepted trying to determine payments, and now I have to send in writing to cancel though this was all done electronically!? Ridiculous! Terrible business!
Business Response
Date: 05/24/2025
The Company is in receipt of this complaint and reviewed the account. The account was paid, in full, within one business day and therefore no fees were charged.
Initial Complaint
Date:05/18/2025
Type:Product Issues
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.
They keep charging me late fees when its on auto pay. I tried calling can barely get anyone to answer or reply then they lie and disconnect the calls. Its ridiculous. Im not paying this its never decreasing because they keep scamming me!
Business Response
Date: 05/30/2025
The Company is in receipt of this complaint. Due to the complaint and response being public the Company will reach out to Ms. Caruso within 7-10 business days to review the activity on her account.
Customer Answer
Date: 06/04/2025
I am not satisfied with the companies response. This is an ongoing game with this company. I would like BBB to proceed with necessary steps to resolve my issue. This company will not resolve it on their own as I have already tried to resolve it with them unsuccessfully .
Customer Answer
Date: 06/10/2025
I am not satisfied with the companies response. This is an ongoing game with this company. I would like BBB to proceed with necessary steps to resolve my issue. This company will not resolve it on their own as I have already tried to resolve it with them unsuccessfully .
Business Response
Date: 06/12/2025
Please see attached response
Customer Answer
Date: 06/12/2025
Unacceptable. You take the payments automatically. I’ve made all payments up and everytime you take one you turn around and charge another late fee which makes it impossible and you change the payment amounts constantly and I’ve reached out and no one answers the phone. This is a scam and fraud. You will remove all late fees and I will pay what’s left and be done otherwise you are not getting any more payments ever. You’re scamming me and you know it.
Customer Answer
Date: 06/21/2025
I went through all invoices today. I had my bank decline any automatic payments and they sneakily changed company withdrawal names to withdraw more payments. My bank caught it and reversed them. They are not allowed to withdraw auto payments anymore. All my invoices of payments show I’m overpaid by $5.53. However they have been charging me late fees and on top $23 fees each month which was not disclosed to me. So everytime I’ve made a payment they made it impossible to pay off. We are done I want all fees removed and closed the account. Thank you
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
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 5/8/25, I took a loan from advance financial, upon completion of withdrawing the loan I noticed that it had been sent to a debit card that I did not recognize nor did I know where it came from as it was not the debit that I added to my application that was completed on 5/7/25. I immediately contacted customer service and reported the issue and was told that a ticket would be created and that advance financial had ways of getting the money back. Speed forward to 5/12/25 I contacted advanced financial to follow up on the ticket and was informed by a manager by the name of ***** that the banking department had determined that the funds were sent to a debit card belonging to a regions bank account I immediately let her know that I did not nor have I ever had a regions checking account. She went to tell me that the banking department stated that there was nothing that they could do to get the funds back and I would have to call regions to file a dispute I was then provided the first six digits and the last four digits of the card number, I contacted regions and it was confirmed that I did not have a checking account with them and that they were unable to assist any further because they could discuss anyones account with me if the funds did in fact go to an open account at their institution and I contacted advance financial back and was told that there was nothing they could do to assist me. Now Im stuck with an open loan and no funds and no way of getting the funds. And advance financial is trying to make me pay for a loan that I dont have. I am demanding that the loan account be closed of the funds cant be recovered.
Business Response
Date: 05/26/2025
Advance Financial 24/7 has received is in receipt of the complaint filed by the consumer with the
Better Business Bureau.
Given the nature of the consumer complaint, please be advised that privacy regulations prohibit
us from disclosing confidential consumer information third parties without a specific, written
authorization. We do not have a signed authorization from the consumer who filed this
complaint and therefore are unable to respond directly to BBB regarding certain concerns.
Please note that it is our usual practice to reach out to the consumer at issue in an effort to
resolve BBB concerns. Accordingly, this matter was forwarded to the appropriate representative
for review and resolution.
We appreciate this matter being brought to our attention. Advance Financial invests heavily in
maintaining consumer relations and considers consumer satisfaction a high priority.

Sincerely,
Advance Financial

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Advance Financial is NOT a BBB Accredited Business.