Complaints

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

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• 

  CashNetUSA

  175 W Jackson Blvd Ste 1000 Chicago, IL 60604-2863

• 

  CashNetUSA

  200 W Jackson Blvd Stop 4 Chicago, IL 60606-6941

• 

  CashNetUSA

  175 W Jackson Blvd #1000 Chicago, IL 60604-2863

• 

  CashNetUSA

  P.O. Box 643990 Cincinnati, OH 45264

• 

  CashNetUSA

  175 W Jackson Blvd Ste 1000 Chicago, IL 60604

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:01/01/2024

  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.

  On July 14, 2023, I borrowed $200.00 from CashNetUSA (www.cashnetusa.com), with a Credit Limit of $600.00. The first installment payment was $60.00, and was paid in full on August 1, 2023, leaving a balance due of $176.52 after ****************** July 18, 2023, I borrowed $100.00.On July 19, 2023, I borrowed $100.00. On July 26, 2023, I borrowed $200.00, the remaining balance of the $600.00 Credit Limit. The second installment payment was $211.42, and was paid in full on September 1, 2023, leaving a balance due of $560.14 after ***************** However, CashNetUSA wrongfully documented a balance due of $615.49.On August 23, 2023, I borrowed $120.00, as CashNetUSA (www,cashnetusa.com) increased the $600.00 Credit Limit to $700.00. The third installment payment was $82.58, and was paid in full on August 29, 2023, leaving a balance due of $532.91 after **************** However, CashNetUSA wrongfully documented a balance due of $741.36.On September 20, 2023, I borrowed $145.04. The fourth installment payment was $163.86, and was paid in full on or around November 1, 2023, leaving a balance due of $577.14 after **************** However, CashNetUSA wrongfully documented a balance due of $702.03, in a vague attempt to absolve the innumerable miscalculations.I have repaid a total of $955.75 on a $700 Credit Limit Loan, and no adjustments have been made to properly correct the CashNetUSA financial calculation errors. I contacted CashNetUSA **************** *************), but the person only helped me make yet another payment, towards a wrongfully documented balance due of $660.27. Whenever I make a payment the balance due increases instead of decreasing.**

  Business Response

  Date: 01/17/2024

  Thank you for forwarding this complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.

  On June 28, 2021, ************ opened a $600.00 limit Line of Credit with CashNetUSA. Before she entered the agreement,CashNetUSA disclosed the terms and conditions of the Line of Credit including the Annual Percentage Rate (APR) for Cash Advances, Paying Interest, and Fees. *********** then signed her agreement acknowledging that she understood and accepted the terms and conditions associated with the Line of Credit. The fees and interest applicable to a cash advance were fully set forth in the agreement, a copy of which was provided to her (via email) when she opened the account. 

  In addition to disclosing the charging structure from the outset,we keep our customers informed by supplying periodic statements. Amongst other loan details, the due date, minimum payment amount, and account balance are shown on each periodic statement.

  As set forth in ************** Line of Credit agreement, there is a daily interest that is applied. Please note that daily interest is applied only to the amount borrowed that is outstanding on that day (i.e., interest is charged on principal only and not on fees or accrued interest). 

  As set forth in **************, Line of Credit Agreement, there is a transaction fee for every advance requested.

  As set forth in ************** Line of Credit agreement, she is required to make at least the minimum payment every billing period she carries a balance. 

  Since establishing the line of credit, *********** has requested seven (7) cash advances. Therefore, the principal has increased with more advances that are requested.
  
  Please note, that payments are applied to interest first. In addition, ************ has the right to make larger and/or additional payments in advance and in any amount on the line of credit at any time without incurring additional charges.
  
  We have reviewed ************** account, and our review concludes that her account has been serviced in alignment with the signed Agreement.  Therefore, we will not be able to honor her resolution request.

  Based on our review, ************** account balance is past due. As such, our collection efforts have been initiated.
  
  We have reviewed ************** account, and our review concludes that her account has been serviced in alignment with the signed Agreement.  Therefore, we will not be able to honor her resolution request.
  CashNetUSA strives to provide the ultimate customer experience and we would be more than willing to address any outstanding questions or concerns that ************ may have regarding her account. Therefore, we ask that she contact our customer service department at ************ for assistance.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

• Initial Complaint

  Date:12/20/2023

  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.

  Received a letter from CashNetUSA claiming they have canceled a payday loan and zero'd the balance and that if the amount waived was greater than $600 I will receive a 1099-C, and to call with questions.Called and company can not tell me how much was allegedly owed, but was able to tell me I funded a payday loan on 07/18/2008! any payday loans we took out were all set as auto withdrawal payments. This debt is 15 1/2 yrs old and way beyond the statue of limitations. We have not had any communications from this company regarding any old debt. Their website states that they will send any non-payment to collections after 60 days. If that was the case I would have heard from some collection agency. Don't believe this is a legitimate debt claim. I can not review my old bank records as the bank we had at that time has been sold and old records are too old at this point to recover. I can not find any record of such debt. This is ridiculous and so far beyond the statue of limitations in the state of *********. Spouse is a 100% disabled Veteran

  Business Response

  Date: 01/03/2024

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  On July 18, 2008, ******************** was funded a $950.00 payday loan with CashNetUSA. Before she entered the loan agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan.  ******************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the payday loan.
  

  After a review of Ms. ********* concerns, her account has been escalated for further review.
  

  CashNetUSA values ******************** as a customer and we would be more than willing to address any outstanding questions; therefore, we ask that she please contact our customer service department at ************ for assistance.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21033657
  
  I am rejecting this response because:   I already have attempted to contact their customer service team at ************ on the evening of 12/19/2023.  The representative was unable to give any information regarding the account other than confirming a loan was taken out in 2008 and that it was closed and no balance remained. They could not explain how no one had reached out to us or why if there was a balance why it wasnt sent to collections after 60 days of non payment per the agreement.   Further we filed bankruptcy in ********************************************************************************************************************************** regards to any outstanding balance.  The representative could not provide an amount that was written off and claimed they were opening a case and I would hear from a manager within 48 hrs regarding the case.   It is now 01/04/2024 and there has been no communication via mail or phone.

  I have attempted communication and the company has failed to follow through.  I do not have extra time to sit on hold, nor to have to call multiple times.  I am currently a full time employee and full time student working on a bachelors degree and have no spare time to have to keep chasing a  company for information.

  Sincerely,
  
  *****************************

  Business Response

  Date: 01/13/2024

  Thank you for forwarding the additional correspondence.
  

  On June 9, 2008, ******************** was funded a $1,110.00 payday loan with CashNetUSA. Before she entered the loan agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan.  ******************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the payday loan. In addition, ******************** signed an Automated Clearing House authorization (ACH) allowing debits and credits to be made towards her bank account.
  

  Based on our review, ******************** failed to make the payments as agreed upon.
  

  On July 31, 2008, ******************** had a payment due,however, we received notification from her bank that the payment returned due to her bank account being closed. Therefore, our ACH authorization was revoked and all collection attempts ceased. However, ******************** had a remaining balance and her account balance was past due. As such, our collection efforts were initiated.
  

  On September 12, 2008, CashNetUSA received notification of ************************ Chapter 13 bankruptcy filing.  Therefore,we updated her account accordingly and ceased all collection efforts.
  

  On March 20, 2012, we received notification that Ms. ********* bankruptcy case was dismissed. However, her account was not updated appropriately.  Yet, ******************** still had a remaining balance. 

  Please note, effective on November 16, 2023, CashNetUSA ceased servicing payday loans. As a result, we waived all outstanding balances on all loans and canceled all future payments. Therefore, we sent communication to all customers who had remaining outstanding balances.
  

  As mentioned, Ms. ********* concerns has been escalated for further review and we will communicate with her directly after we have concluded our review.
  

  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

  
  

• Initial Complaint

  Date:12/14/2023

  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 have taken out this loan when I was in a really tight spot, and I've been paying on time and more than the minimum balance due. Yet after paying 1200$ on a 1550$ loan I still owe 1600$, I have now lost my job and have no way of paying this loan back.

  Business Response

  Date: 12/27/2023

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.

  On September 12, 2023, **************** opened a $1,550.00 limit Line of Credit with CashNetUSA. Before she entered the agreement, CashNetUSA disclosed the terms and conditions of the Line of Credit including the Annual Percentage Rate (APR) for Cash Advances, Paying Interest, and Fees. **************** then signed her agreement acknowledging that she understood and accepted the terms and conditions associated with the Line of Credit.  The fees and interest applicable to a cash advance were fully explained in the agreement, a copy of which was provided to her (via email) when she opened the account.
  
  Please note, **************** advised that she is paid Biweekly, therefore, her repayment dates were scheduled according to pay frequency provided.
  In addition to disclosing the charging structure from the outset, we keep our customers informed by supplying periodic statements. Amongst other loan details, the due date, minimum payment amount, and account balance are shown on each periodic statement.
  
  As set forth in ****************** line of credit agreement, she will be required to make minimum payments every billing period she carries a balance.
  
  As set forth in ****************** line of credit agreement, interest is applied daily to the amount borrowed that is outstanding that day, we do not charge interest on fees or accrued interest (no compounding).
  
  As set forth in ****************** line of credit agreement, there is a fee for every advance that is requested.
  
  Over the course of her relationship with CashNetUSA, **************** has requested four (4) cash advances and has paid the minimum payment towards the account balance. **************** always has the option to make extra payments or repay the amount outstanding in full at any time without penalty.
  
  Please be advised, a customer may utilize our calculate my payment tool to provide an estimated payment amount and schedule. However, the tool only provides an estimate if a customer makes all payments, and doesnt take any additional draws.
  
  As set forth in ****************** line of credit agreement, payments are applied to past due interest and fees first. For detailed information about her specific loan, we recommend that ******************** refer to her loan agreement labeled APPLICATION OF PAYMENTS.
  
  Based on our review, **************** has contacted our customer service department and inquired about her line of credit account and was advised of the aforementioned. CashNetUSA honored her request to cancel her electronic debit authorization.
  
  CashNetUSA strives to provide the ultimate customer experience and more than willing to answer any outstanding questions regarding her account, therefore, we ask that she please contact our customer service department at ************ for assistance.
  

  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

  
  

• Initial Complaint

  Date:12/08/2023

  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 debt with Cashnet USA was already discharged with a ****c by the company. They are illegally double dipping trying to get me to pay again when my signature created the money that they loaned me. I do not have a contract with debt recovery solutions nor have they provided me with one. I request this account be removed from my credit report

  Business Response

  Date: 12/19/2023

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  
  As an initial matter, CashNetUSA does not report any loan or transaction information directly to the three major credit bureaus (Experian,Equifax and TransUnion).
  
  On March 1, 2020, ****************** opened a $700.00 Line of Credit with CashNetUSA. Before he entered the agreement,CashNetUSA provided the applicable disclosures, and ****************** then signed his agreement acknowledging he understood and accepted the terms and conditions associated with the Line of Credit. In addition, the fees and interest applicable to a cash advance were fully explained in the agreement, a copy of which was provided to him (via email) when he opened the account.
  
  Based on our review, ****************** did not make payments as agreed upon. Therefore, the account became delinquent, and was eventually sold to a third-party debt buyer, ***** Services on October 1, 2021. The outstanding balance was $1,415.56.Inquiries regarding this debt should be directed to ***** Services their contact number is ************.
  
  CashNetUSA has not attempted to contact ****************** since we sold the account to ***** Services on October 1, 2021, nor have we received any payments from him after that point.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information,please contact us.

• Initial Complaint

  Date:12/04/2023

  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 paid money and my credit line did not go up. They are literally stealing.

  Business Response

  Date: 12/18/2023

  Thank you for forwarding this customer complaint.We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  On August 15, 2023, **************. opened a $1,500.00 limit line of credit with CashNetUSA. Before he entered the agreement, CashNetUSA provided the applicable disclosures, and **************. then signed his agreement acknowledging he understood and accepted the terms and conditions associated with the line of credit. In addition, the interest applicable to a cash advance were fully explained in the agreement, a copy of which was provided to him (via email)when he opened the account.
  
  In addition to disclosing the charging structure from the outset, we keep our customers informed by supplying periodic statements. Amongst other loan details, the due date, minimum payment amount, and account balance are shown on each periodic statement are sent to **************. via email.
  
  As set forth in **************** line of credit agreement, customers are required to make at least a minimum payment every billing period where a balance was outstanding.
  
  As set forth in **************** line of credit agreement, interest is applied daily to the amount borrowed that is outstanding that day. We do not charge interest on fees or accrued interest (no compounding).
  
  Since establishing his account with ********************, ************** has requested eleven (11)cash advances. Based on our review, ************** has made payments towards his account balance. Contrary to his assertion, his payments have been applied towards his account balance. Please be advised payments are allocated to outstanding interest first.
  
  At this time **************** account balance is past due. CashNetUSA values **************. as a customer and strives to provide the ultimate customer experience. As such, we ask that he contact our customer support team at ************ if he has any additional questions.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.

  
  

• Initial Complaint

  Date:12/04/2023

  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 am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from CASHNETUSA, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: ****************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*********************

  Business Response

  Date: 12/18/2023

  Thank you for forwarding this complaint to our attention. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution. From our review of ************* complaint, it appears that he is alleging that

  CashNetUSA either improperly obtained a credit report on ************, or that it incorrectly reported a delinquency on ************. As described in more detail below,CashNetUSA has complied with the Fair Credit Reporting Act in its relationship with ************; therefore, we decline to provide the remediation requested.
  

  On August 8, 2019, ************ opened a $1,000.00 limit line of credit with. Before he entered into the agreement, ************ electronically authorized CashNetUSA and other third-party lenders to obtain consumer reports and related information from one or more consumer reporting agencies and to do so in connection with future applications. Based on this authorization and ************** application for credit, CashNetUSA properly obtained a copy of ************** consumer credit report as part of the evaluation of his credit application. See 15 U.S.C. 1681b(a)(3)(A) and (F). 
  
  CashNetUSA disclosed the Terms and Conditions associated with the line of credit, including the Annual and Fees. ************ then signed his loan agreement acknowledging that he understood and accepted the terms and conditions associated with the line of credit. These conditions included a disclosure that ************** payment history may be reported to the credit bureaus.
  
  Based on our review, ************ failed to make the payments as agreed upon in the loan agreement. Due to successive non-payment of the past due amounts, the account was sold to a third-party debt buyer, ***** Services (*****), on January 19, 2021. Inquiries regarding this debt should be directed to ***** their contact number is ************.
  
  ************** complaint requests a resolution of correction to credit report. To the extent that this is in reference to reporting late payments to the three major credit bureaus (Experian, Equifax, and TransUnion),CashNetUSA does not report loan information to those bureaus. To the extent that ************ is claiming that he has not defaulted on the obligations of the line of credit, our records show a default.
  
  CashNetUSA strives to provide the ultimate customer experience, and we would be more than willing to address any outstanding questions ************ may have. We ask that he contact our customer support team at ************ for assistance.
  
  We hope that this response resolves this complaint and answers any questions your office has. If we can provide any additional information, please contact us.
  

• Initial Complaint

  Date:12/02/2023

  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.

  Dear *** or *****, I had taken out a credit/cash loan with CashNet USA and I encounter a hardship in my family/life and was not able to continue making the payments. I received a settlement agreement via email from CashNet USA offering me 50% off of owed monies to $1180.09, stating they would make payment arrangements with me. I emailed them back to settle for $75.75 a month with a automatic withdrawal from my checking account to be drafted until $1180.09 is paid in full. I received an email that it was honored, then later another email stating I had to pay the amount in 4 payments almost $300 each per month, which I do not have, which I told them before. I simply want CashNet USA to not backdown off the agreement. I have attached the email communication for you.

  Business Response

  Date: 12/16/2023

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  
  On September 12, 2023, ****************** opened a $1,550.00 limit Line of Credit with CashNetUSA. Before ***************** entered the agreement CashNetUSA provided the applicable disclosures and ***************** then electronically signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the Line of Credit. The fees and interest applicable to a cash advance were fully explained in the agreement, a copy of which was provided to her (via email) when she opened the account.
  
  In addition to disclosing the charging structure from the outset, we keep our customers informed by supplying periodic statements. Amongst other loan details, the due date, minimum payment amount,and account balance are shown on each periodic statement.
  
  As set forth in ******************** Line of Credit agreement, a minimum payment is due every billing period that carries a balance.
  
  Since establishing the line of credit, ****************** has requested four (4) cash advances. However, ****************** failed to make the payments as agreed upon and her account balance became delinquent. As such, our collection efforts were initiated.
  
  Please note, ****************** concerns have been escalated for further investigation.
  
  CashNetUSA strives to provide the ultimate customer experience and more than willing to answer any outstanding questions regarding her account, therefore, we ask that she please contact our customer service department at ************ for assistance.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20949851
  
  I am rejecting this response because: CashNet agreed to me paying $75.75 in an email sent me on December 1, 2023. Regardless to what was done onset, I was offered a settlement offer to pay half, which I agreed to, but they want me to pay almost $300 in 4 installments, which I do not have financially. I was willing to set up automatic payments monthly from my checking account to make sure the payments will be received monthly as I agreed to, telling them if I could pay more, I will do that.

  ***************************************************

  Business Response

  Date: 12/22/2023

  Thank you for forwarding the additional correspondence to our attention.
  

  As mentioned,****************** account has been escalated and she has scheduled a payment arrangement for the past due balance.
  
  CashNetUSA strives to provide the ultimate customer experience and more than willing to answer any outstanding questions regarding her account, therefore, we ask that she please contact our customer service department at ************ for assistance.
  
  We hope that this response clarifies the situation and answers any questions that your office has. If we can provide any additional information, please contact us.

  Customer Answer

  Date: 12/28/2023

   
  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.

  I spoke with an agent at CashNet USA, Ms. ***** and agreed to the settlement amount of $1180.05 or 50% of the total outstanding balance.  As I agreed, the settlement agreement will be voided and the original payment terms of the agreement will be in effect if the arrangement is not honored. Additionally, I authorized CashNet USA to debit the payments below from debit card with the last 4 digits 2625,  and given permission to change payment tender if I decide per Ms. ******************* have a copy of that email agreement sent me by CashNet USA, below are the first two payments due.
  
  $78.67 due 01/05/2024
  
  $78.67 due 01/19/2024, and twice a month thereafter until the $1180.05 is paid in full. I also have a choice, and if ******** more each month to satisfy the agreed loan payment quicker.

  
  ****************************************************

• Initial Complaint

  Date:12/01/2023

  Type:Order 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 borrowed $1200 from them; the monthly payment was $241.00 which was taken out of my checking account. They had taken two payments out. And they said I still owe $800. I borrowed the money in June. There was a $300 interest charge. They didn&#**;t let me know this ahead of time.

  Business Response

  Date: 12/17/2023

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  
  After carefully reviewing this complaint, based on the information provided, CashNetUSA is able to locate account profiles with the name *******************, however, we are not able to locate a profile that matches the complainants information (e.g. Name and email address).  In order to assist ****************** further, we ask that she please contact us at her earliest convenience to provide a CashNetUSA account number and/or personal identifiable information to verify if there has been an account opened with her information.  Our customer service departments phone number is ************.  Please note our hours of operation are Monday Friday 7AM 8PM CT and Saturday 8:30 AM 5PM and Sunday 10AM 6:30PM CT.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.
  
  
  

• Initial Complaint

  Date:11/21/2023

  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.

  The company will not honor the ******* and apply the no more than 36% interest to my most recently paid balance, and any other applicable line of credit withdrawals. I am active duty military. *** contacted the business multiple times about the issue and they are blatantly ignoring me. Ive paid my balance in full and the company closed my account stating that it was because I moved to another state. I will cc BBB on the email chain for supporting evidence.

  Business Response

  Date: 12/04/2023

  Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  As an initial matter, it is always our prioritized goal to adhere to and comply with all regulatory requirements while conducting business including when extending credit to servicemembers.
  
  On August 3, 2018, ****************** opened a $1,000.00 limit Line of Credit with CashNetUSA. Before she entered into the agreement, CashNetUSA provided the applicable disclosures and ***************** then signed her agreement acknowledging that she understood and accepted the terms and conditions associated with the Line of Credit. In addition, the fees and interest applicable to a cash advance were fully set forth in the loan agreement, a copy of which was provided to her (via email)when she opened the account.
  
  Federal law provides important protections to members of the Armed Forces and their dependents relating to extensions of consumer credit. In general, the cost of consumer credit to a member of the Armed Forces and his or her dependent may not exceed an annual percentage rate of 36%. The Military Lending Act (***) has incurred changes to include installment loans and Lines of Credit.
  
  However, the Servicemembers Civil Relief Act (SCRA) is also a federal law that provides important protections to members of the Armed Forces and their dependents as they enter active duty service.
  
  Based on our review, on June 2, 2023, ****************** contacted our customer service department to report her active duty status via email. As such,CashNetUSA reviewed ******************** documentation in regards to her request for benefits under the Servicemembers Civil Relief Act (SCRA), and we determined that she was eligible for the relief. As such, we have informed ****************** via email of the status of her request, made the necessary adjustments to her account and processed her refund. At that time, ****************** did not request any additional cash advances and she did not have an outstanding account balance ($0.00).
  
  On October 18, 2023, per ********************** request, she was funded a $600.00 cash advance.
  
  On October 31, 2023, ****************** advised via email that she paid her full account balance and would like to utilize her *** benefits to request a refund for the interest that she paid sent to the address she had on file and requested to close her account.
  
  Please note, CashNetUSA does not offer the same loan products in all the states that we service. ****************** moved to a state in which we do not offer the line of credit. As such, on October 19,2023, a confirmation email was advising that her line of credit was disabled from requesting new draws and that her line of credit will be closed after she has paid off the full account balance.
  
  Please note, ****************** did not pay off her full account balance until November 6, 2023 for the cash advance that she received on October 18, 2023.
  
  However, ******************** account was reviewed and it was determined that she was eligible for the *** benefits. As such, we again made the necessary adjustments to her account and processed her refund.  Contrary to her assertion, a confirmation email was sent to ******************* 
  
  Based on our review, ********************** request was honored and the adjustments and refund were made accordingly.
  
  At this time, ******************** line of credit account is closed.
  
  If ****************** has any questions outstanding questions regarding her previous account, we ask that she please contact our customer service department at ************ for assistance.
  
  We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please contact us.
  

  
  

• Initial Complaint

  Date:11/21/2023

  Type:Order 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 took out a loan with Cashnetusa.com for $1200.00. I paid this loan in full less than a month after I took it out. AFTER I paid off the loan in full, Cashnetusa.com tacked on an ADDITIONAL $549.00! After I paid it off! There is absolutely no sense in this. I never agreed to such a fee anywhere. Please remove this ridiculous fee!

  Business Response

  Date: 12/04/2023

  Thank you for forwarding this complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
  

  On September 26,2023, CashNetUSA arranged a $1,200.00 *** (Brokered) installment loan for *************. Before she entered the agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan, including the Annual Percentage Rate, Finance Charge, Amount Financed, Total of Payments and Payment Schedule in the form of truth in lending disclosures. ************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the loan.
  

  As set forth in Ms. ****** loan agreement, there is a *** fee charge associated with the *** installment loan.   For information regarding the fees of her specific Installment Loan, we urge ************** to refer to loan section Description and Cost of *** Services in the loan agreement provided to her.
  

  In addition, there is a Lender interest assessed. It is 10% per year on both the loan amount and the *** Fee. This information can be reviewed directly on our website under the ***** Rates & Terms and FAQs pages at www.cashnetusa.com.
  

  On October 12,2023, ************** made a payment of $1,200.00. Contrary to her assertion, this payment did not pay off her full account balance. As mentioned above, there are fees and interest associated with the loan. did not make the payments as agreed upon.
  

  On November 10, 2023, ************** contacted our customer support team in regards to her concerns mentioned in her complaint and she was advised of the aforementioned. In addition, she was advised that we give customers the option to rescind future payment obligations under the loan agreement, provided that the customer informs us of their intent to rescind and return the funds no later than three business days immediately following the disbursement date. Our review found no record of ************** having submitted such request. Therefore, she was past the rescission time to not accrue interest and fees. 

  At this time, Ms. ****** account balance is past due. CashNetUSA strives to provide the ultimate customer experience. As such, we would be happy to discuss any concerns she may have. We ask that she please contact our Customer Support Team at ************** should she wish to get in touch.

  We hope that this response resolves this complaint and answers any questions your office has. If we can provide any additional information, please contact us.
  
  
  

  
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20899098
  
  I am rejecting this response because: I am fully aware this is a high interest loan. I have taken out high interest loans before. The amount I currently owe is almost equivalent to the loan I took out after I repaid the loan in full before the first payment is due. As seen in the attached emails on November 30th, I agreed to settle the matter in the way most other high interest loans conduct business with $200 or $300. They are clearly taking advantage of people who need help. I am unable to pay what they are charging.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  Thank you for forwarding the additional correspondence.
  

  As an initial matter, CashNetUSA is a licensed financial provider committed to the highest levels of compliance.
  

  As mentioned,before ************** entered the agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan, including the Annual Percentage Rate, Finance Charge, Amount Financed, Total of Payments and Payment Schedule in the form of truth in lending disclosures. ************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the loan.
  

  In reviewing her account, her account has been managed in alignment with the above referenced Agreement. Therefore, we are unable to accept her resolution request.
  

  However,we are willing to work with her to arrange an available repayment plan for her full outstanding account balance.  We ask that she please contact our Customer Support Team at ************** for assistance.
  

  We hope that this response resolves this complaint and answers any questions your office has. If we can provide any additional information, please contact us.
  
  
  

  
  

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20899098
  
  I am rejecting this response because: I did not realize, in any way, that a third of the loan amount would be charged AFTER I paid off the loan completely before 1 month after receiving the loan. I am familiar with high interest loans and was expecting an additional $100-$300 added the loan amount, especially fir early payoff. The amount is unreasonable and I cannot afford to pay it.
  
  Sincerely,
  
  ***********************