Complaints

This profile includes complaints for EZCORP, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EZCORP, Inc.

  2500 Bee Caves Rd Ste 1 Rollingwood, TX 78746-5888

• 

  E Z Pawn

  4435 Keystone Avenue Indianapolis, IN 46205

• 

  EZCORP, Inc.

  802 S 6th St Oskaloosa, IA 52577-3908

• 

  E Z Pawn

  3940 S Keystone Avenue Indianapolis, IN 46227

• 

  E Z Pawn

  1215 E. McGallard Road Muncie, IN 47303

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:07/30/2024

  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 purchased a macbook pro. While trying to set the computer up and speaking with Apple customer service it was determined that the computer was still connected to the original owners apple ID which would prevent me from ever having full ownership of the computer from a technical standpoint. Per Apple the only way to wipe it clean would be to get that persons apple id. Also if at any time that original owner decided to report the computer lost or stolen the computer could be put into a locked status and no one would be able to use at all. Value **** sold me a computer that I could never use. I purchased the extended warranty, however that warranty was null and void because the computer was not sold to me in a useable state. I spoke with ***** who was very very pleasant on the phone and she advised me to bring it back and she would have to refund the money, however when I was able to go back to the store she happen to be on vacation. I encountered a young lady name ***** or ***** im not sure which but she was eager to let me know that she was a team lead and insistant on me listening to her regurgitate the same rhetoric regarding the refund of the warranty. She advised me that had I brought the computer back within 24 hours I could get a refund of the 90 dollars. I was never advised that in the beginning and obviously the computer was not properly accepted as a **** from assuming it was the original owner. My delay in taking the computer back was a result of having two family members pass away 5 days apart. I have over the years bought several items from value **** including apple products all with the exception of one from this location and never had a problem with any of them. However this last purchase attempt has definately stopped all future transactions that include me. I am owed the money I spent to purchase the extended warranty because it wouldn't matter whether I attempted set up 1 hour later or 3 months later that computer was not totally assessable.

  Business Response

  Date: 07/30/2024

  We have received complaint #********, Tue 7/30/2024 11:30 AM.
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you

• Initial Complaint

  Date:07/18/2024

  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.

  I pawned my wedding trio in June 2022 at my local EZ pawn. Saturday July 13th when I went to pay my item it was no longer in the system. No one could explain to me as to why so they said theyd have a manager call me back. On Monday July 15th I went down to the store and they said my item was lost and they would be contacting lost prevention to compensate me for my loss item. Today on July 18th I was called and told that I need to pay them the amount of the loan in order for them repay me for losing my item. They are also wanting to pay me less of the value of my ring. And theyre also asking me to continue to pay on the extension on my item until I can pay the full loan amount or they will drop my item. My item is lost I can not understand why I need to continue to pay for something that the store lost. Im wanting the value of my ring paid to me. Not what they think they should pay me after I pay them money for losing my time.

  Business Response

  Date: 07/18/2024

  We have received complaint #, Thu 7/18/2024 12:48 PM
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution. Thank you!

  Reference ticket #******

  Customer Answer

  Date: 07/22/2024

  Complaint: 22009055
  
  I am rejecting this response because: Ive given r them more than enough time to call me and they have yet to call. 
  
  Regards,
  
  ********************************* ******

  Business Response

  Date: 08/02/2024

  Wednesday, July 24,2024 9:44 AM

  Store manager ********************* had a meeting with a customer and this issue has been resolved through a payout on his loan.  The customer was very thankful for the quick resolution. 

• Initial Complaint

  Date:07/10/2024

  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 used Ezpawn in Abilene, Texas for many years now. I had to **** several belongings months ago due to personal issues and have been paying on them religiously so that I would not loose them. Occasionally there would be days where my due date came up and I call the store and they let me extend the due day so I could pay when I got paid. I have had to do this a couple times and was always told that it was no problem I have a great history with them and it is noted on my account. This morning I went to pay for my belongings and they are not on my account. The manager *** on the phone proceeded to tell me she didnt know anything about me being told I could be paid later and there was no note on my account. When I asked why I was told it was fine by her employee only for it to apparently not be she said she cant do anything about what they said and they are for sale. She then got very unprofessional and told me the only thing I could do was put them on lawaway but they could still be bought if I didnt get there in time to do that. I was trying to get a explanation on why I was told that I was fine and she couldnt give me an answer at all. All she did was continue to raise her voice at me and then eventually hung up the phone.

  Business Response

  Date: 07/22/2024

  Hello, 

  Thank you for contacting EZCORP ***************** We have received complaint ID ********. We attempted to reach out to the said customer on 7/22/2024 at ****** to gather additional store detail, so we may better address the matter, however there was no answer. 

  The matter will be handled per our normal process once the said customer returns our call. 

   

  Thank you, 

  EZCORP Customer Service

• Initial Complaint

  Date:07/09/2024

  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.

  While I at Ez look for jewelry which I always stop in when I am in town. This time I got things on credit. And i paid cash for a ring that I was using to Propose so I got the ring came home got it look at and it was not the ring I paid for. Mind me they had lost a ring in the store Prior to selling me the ring. So we was there all day had to come back the next day to finish because they had not Straightened out what when was doing on credit so return the next and they gave me the stuff on credit then I paid cash for a ring that they gave me that was not on the Receipt 14k but I got a 10k ring went a cz and the receipt said totally different so I call they told me to mail the ring and the right which was kinda funny to me. I got a chain and one man ring on credit. And paid cash for the female ring. So I told him I don't trust the mail but I will be down there in a week and I will bring it in he said ok and talk to the manager. So I go back out here 4hour drive in a v8 truck to get I brought the wrong ring and they never sold that to me and I have the r Receipt at home but tell it the wrong ring but that's the only female ring I paid cash for. So call me a lair and they going call the police on Me because I got upset I drove 4hours waste 280 on gas to get there to bring the wrong ring now how stupid don't that sound and that's to only ring I had the one was on my finger mind me I sold them one the bring the wedding ring.

  Business Response

  Date: 07/30/2024

  Good afternoon, 

  Thank you for contacting EZCORP **************** regarding incident # ********. This matter has been resolved as of 7/9/2024 per our corporate district manager. 

   

  Thank you, 

  EZCORP **************** 

• Initial Complaint

  Date:07/08/2024

  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 *************************** got a **** loan on my two (2) carat bracelet the weight was 17.3 and 9.5 grams diamonds 42.2pt., A cartier bracelet. The date i took the loan out was on 08-22-2023. My daughter went in on May 18, 2024 to make the loan payment an was told it had been sold. which at that time i was still making my payments. They been having problems with employees taken various items from the store. Spoke with the manager but nothing was done. that was the second item that was taken from me. I also lost they said my $485.00 brahmin overnight bag. The manger gave me a settlement of $250.00 for my bag. But this was a very old an valuable bracelet an i wont them to make it right because if this happen to me it has happen to other people. They have sense hired all new employees.

  Business Response

  Date: 07/09/2024

  Hello, 

  Thank you for contacting EZCORP ***************** We have received complaint ID ********. We will follow up with the customer and follow our standard process for addressing customer complaints/concerns. 

   

  Thank you, 

  EZCORP ***************** 

  Customer Answer

  Date: 07/10/2024

  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:07/01/2024

  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.

  We called them on the 26th to get extended because weve done business for years with ************* always worked with us well they gave us till 30th per ******** well my husband called today & ***** told us we only had till 5pm today to pay (its the 29th not the 30th & should of fell to Monday) we asked for Ally the *************** very rudely said she was right beside her & told us by 5pm today & we are trying to get a hold of the district manager & no response yet & also sent corporate email.

  Business Response

  Date: 07/01/2024

  We have received complaint #********, Mon 7/1/2024 8:19 AM
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you!
  

• Initial Complaint

  Date:06/14/2024

  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 went into ez pawn shop located in ********** tx on Thursday June 13,2024 to purchase a keyboard. I found one for ***** but dropped to ***** which I thought was strange because it had a half off sticker on it and someone else told me it was ***** instead of *****. first fraud attempt on a customer from this store.I was tight on cash so I used cash,change, and 2 debit cards . One card was to have ***** taken out and the other 3.87, but the girl committed a second fraud of charging ***** on both.She had me to swipe my card told of ,6 times knowing she had already committed fraud. I swiped so much my bank put all transactions by ez pawn in pending. I can't get to my money, I don't have a keyboard, and I am out ***** so far .I swiped so much my card declined now . The manager told me to go get more money from the *** after they took out *****. this is fraud I want the cashier and manger faced with law enforcement charges. If they did it to me they have done before.I want my money and this store investigated for other fraud actions

  Business Response

  Date: 06/17/2024

  Good morning, 

  Thank you for contacting EZCORP ***************** We received complaint ID ******** and have followed up with the customer to provide a prompt resolution. 

   

  Thank you, 

  EZCORP Cusotmer Service 

• Initial Complaint

  Date:06/03/2024

  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.

  Mr *********************** is representing the Veterans Affairs. He is a scanner. He has all my husband military records.He has open a claim and has gone shopping with our bank information. He is still contacting us his phone number is ************

  Business Response

  Date: 06/03/2024

  We have received complaint #********, Mon 6/3/2024 7:57 AM.
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you

• Initial Complaint

  Date:05/20/2024

  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.

  Upon paying on bill monthly provides incentive of points being applied to account when payments are made. I should have on the low end 3000 high end ****** my account is showing less than 100 points. The Manager at the location I do business with has called on several occasions no calls returned to Manager or Myself The Manager has advised His tickets are being kicked out by Coporate no reason has been given there is no reply. Please assist with a resolution if at all possible. Thank You for Your Assistance.

  Business Response

  Date: 05/21/2024

  We have received complaint #********, Tue 5/21/2024 7:42 AM
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  Thank you!

• Initial Complaint

  Date:05/17/2024

  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 had included a 14k white gold pendant with my necklace to keep the pendant and chain together, and had recently lost my father so I wasn't able to get in to pickup my chain ,and the store rep ***************** contacted back about had told that they threw the pendant away, and continued to argue with me about it being real or not, ****** at the ************ location had loaned on the item ,paired together because it has tested as white gold , as noted on previous loans, and I was told my $600 pendant was just thrown away , because obviously his ability to test the gold and jewelry wasn't correct , please contact me back as I should have got my pendant back even if l lost the loan as it wasn't Included on the loan slip and I was told it wouldn't matter

  Business Response

  Date: 05/17/2024

  ***************** pawned a chain with a pendant, it was explained to him the pendant was not gold. This was included this fact into the notes of the loan. The customer allowed the loan to default. The loan was dropped on 5/5/2024 and ***************** called on 5/13/2024 hoping to retrieve the pendant. We apologized for him losing his pendant and let him know we could put his chain back in **** for him if he wanted to do so. I do not feel anymore is owed to *****************, considering he was given an opportunity to keep his pendant at the time of the loan and he failed to return for the loan before the drop deadline.