Business Profile

Consumer Finance Companies

CashNetUSA

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

396 total complaints in the last 3 years.
136 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:12/28/2022
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 need assistance removing account from this scam company collected my information and co tinues sending emails. In dec27,2022 I received email about how California users no longer supported or given services. I received an email of this company 1 yr after I reported this company to police for obtaining social security and ID and personal information. They refused to delete my data and account even if they fraudently obtained my social security and information over phone. I currently not seeking loan this company as I fell for scam.for this company kept asking me for my banking credentials and other private I do which reason called azusa California police in 2021 over what happened .I would like this company delete data and take down my I do as they refused and only fraudulently obtained my.i formation over phone and email under [email protected] I would like this company to remove me.from their site and data as they refused even don't don't ************** for California residents I received bad service from company email and over phone. Is reason I seek bbb help for them to close account they created fraudently
Business Response
Date: 01/11/2023
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, as of June 28, 2022, CashNetUSA is no longer offering any new Payday loans in California.
On December 27, 2022, **************** contacted our customer support team and requested that her information be deleted from our database. Under the California Consumer Privacy Act (CCPA), California residents have certain rights with respect to their personal information, including deletion of their information in certain circumstances.

As such, we advised **************** of our process for submitting CCPA request and asked her to submit her request in accordance to our process.

After submitting her request, she was advised that we would not be able to honor her request to delete her information because State and Federal laws require CashNetUSA, as a financial institution, to retain a record of the information she submitted to us during her application for a period of time, which has not expired.

Please be advised CashNetUSA takes seriously its responsibility to protect customer information. In addition, we value the privacy of all our customers and we maintain physical, electronic, and procedural safeguards that comply with federal regulations to guard customer information.

**************** may refer to CashNetUSA's Privacy Policy and Terms of Use for more details regarding the collection and use of customer data by following the links below:

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

Based on our review, our records do not indicate that **************** contacted us prior to December 27, 2022, indicating that she did not apply for financial services or that she was a victim of identity theft. However, if *************** is now asserting that she was the victim of identity theft, in order for CashNetUSA to investigate her claim, we ask that she submit a copy of her police report to:

CashNetUSA ****************
Phone: *********************
Fax: ************
Email: ****************************************

CashNetUSA strives to provide the ultimate customer experience and are willing to answer any outstanding questions she may have. As such, 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 do not hesitate to contact us.

Customer Answer
Date: 01/12/2023

Complaint: 18648174

I am rejecting this response because:
I received emails from this company since2021 and I never signed up for an account with this company I was emailed Information about acct recently and knowing response won't help remove acct at all. I filed police report in **************************************************************************************************************** email by customer service . I myself never contact this company apart from email stating about not service Californians and customer service lacks resoling issue via email. I seek simple acct removal not investigation I do have police report against company since *************************************** before 2022 shows how bad service do Californians . again in email they sent me was told delete acct and option because they made acct and they don't service Californians idk why such issue removing for them if Im not customer this company
Sincerely,

***********************
Business Response
Date: 01/18/2023
Thank you for forwarding ****************** correspondence to our attention.
As mentioned, we would not be able to honor her request to delete her information because State and Federal laws require CashNetUSA, as a financial institution, to retain a record of the information she submitted to us during her application for a period of time, which has not expired.
As mentioned, our records do not indicate that **************** contacted us prior to December 27, 2022.
According to our records, ****************** application was referred to us by one of our marketing partners. What this means is that she input her information into another website that then linked her up with us as a potential loan provider. However, we were unable to approve ****************** application.

As mentioned, our records do not indicate that **************** contacted CashNetUSA directly to report that she may be the victim of identity theft.

However, it appears **************** has indicated that she has retrieved a police report, should she wish to pursue her claim, we ask that she submit a copy of her police report to:

CashNetUSA ****************
Phone: *********************
Fax: ************
Email: ****************************************

We hope that this response resolves this complaint and answers any questions that your office has. If we can provide any additional information, please do not hesitate to contact us.

Customer Answer
Date: 01/18/2023

Complaint: 18648174

I am rejecting this response because:
Complaint: 18648174

I am rejecting this response because: the company opened this account without my permission , refuses to delete it and seeks more private In formation from me . the company is more than welcome to contact the *********************** in California ,*** they are in charge my report and can get the perosn in charge ******************************* at ********** or email at ********************* as this company also 2 years ago scammed for my Inormation illegally over phone and police have attempted to contact company for fraud done to as a illegal and forged check was illegally deposited to one PNC accounts that was closed because representative the company cashier *** got my I formation comit fraud . your more welcome. I have to contact PNC bank and us emy.name for more Information as this company has already damaged my banking reputation since 2021 . I have attached the proof check your company cash etusa deposit and signed illegally which lead to closer my bank account and having problems being accepted other banks since cash etusa received infor in 2021 over phone a because of a similar email received 2 yrs ago of their services and how had an account. the number of cash net USA representative contacted me was ********** badge number ***** name of officer ************************* and they have a Seperate number of cash net USA called me under ********** and email they also contacted me by was ************************************* is I formation of representative who got my I formation 2 yrs ago who fraudulently deposited illegal check to my acct they claimed was a loan of ***** and it be 110 dollars for 24 months and said needed my.i do to deposit fraud check and they forged my name and got all my banking and perosnal I formation ,sssn,ID and more . this company isn't legitimate cashnetusa only scammers to commit fraud and steal people's personal information and commit illegal activies

Sincerely,

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

Sincerely,

***********************
Initial Complaint
Date:12/27/2022
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 was advised on 12/6 that my pay off amount for my account was $241.16 for the payment date of 12/16. On 12/16 a payment of $265.83 was deducted from my account. I have called and used online chat on multiple occasions requesting to speak to a manager and am never able to speak to one. I have been told that a manager will contact me and I have been waiting since 12/6 to be contacted. At this point I am due a refund and no additional payments should be deducted from my account. I have spent too much of my time trying to figure this out.
Business Response
Date: 01/06/2023
Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
On July 19, 2022, CashNetUSA arranged a $1,500.00 CAB installment loan for *****************Before she entered into the agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan, including the Loan Duration, Annual Percentage Rate, Finance Charge, Amount Financed, Total of Payments and the Payment Schedule. **************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the installment loan.

Based on our review, on December 6, 2022, **************** contacted our customer service department to inquire about the payment that is required to pay off her account balance. Due to an error, **************** was not provided with the proper dollar amount quote and she requested that her account be escalated. Unfortunately,her request was not handled in a timely manner. However, her account has been escalated, she has spoken with a manager and a refund was issued.

We truly apologize for the inconvenience this matter has caused ****************. If she should have any additional questions, 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:12/16/2022
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 got a loan from H31**3336323136**3431H in the amount of $900 since June 14, 2022, and have been paying over the approved amount including interest fees. I don&#**;t feel it&#**;s safe for them to keep taking money from when I don&#**;t have any to give especially when I spent over the amount. They saying I ***** a outstanding amount, but I been paying it.
Business Response
Date: 12/27/2022
Thank you for forwarding this complaint. CashNetUSA takes all complaints seriously and makes every effort to implement a fair and satisfactory resolution.
On June 14, 2022, **************** opened a $950.00 Line of Credit with CashNetUSA. Before she entered the agreement,CashNetUSA provided the applicable disclosures, and **************** then signed her agreement acknowledging 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 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. **************** is able to login into his CashNetUSA account and view her 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, customers are required to make at least a minimum payment every billing period where a balance was outstanding. The minimum amount due on each due date was the greater of 10% of the outstanding Principal Balance plus all fees and accrued interest or 10% of credit limit.
As set forth in ****************** line of credit agreement, there is an interest charge associated with the line of credit, which is applied daily to the amount borrowed that is outstanding that day. We do not charge interest on fees or accrued interest (no compounding).The daily periodic rate applied is *******%. The corresponding APR is 325.00%.
On June 14,2022, per ****************** request, she was funded a $950.00 advance.
Over the course of her relationship with CashNetUSA, we have received seven (7) payments from *****************
Please be advised, payments are applied to outstanding interest first. **************** always has the option to make additional payments or repay the amount outstanding in full at any time without penalty.
Based on our review, **************** contacted our customer service department in regards to her concerns mentioned in her complaint and she was advised of the aforementioned.
Further in on our review, all payments were applied to ****************** account balance and it was applied correctly. As such, CashNetUSA is unable to honor **************** request to clear the balance owed.
CashNetUSA strives to provide the ultimate customer experience and we are willing to answer any outstanding questions she may have. As such, 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:12/15/2022
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.
This busy is charging me more than what I owe. I tried to set up a settlement to resolve quickly and some chat rep name ********* was rude and unhelpful. This business offered me a settlement but refuse to set it up. I dont have a card to provide due to a compromised account. I should be able to mail payment in certified if thats my only option at this time. I dont even owe as much as they claim just dont want to deal with creditors calling me excessively when they sale the account. This business is so unprofessional and rude.
Business Response
Date: 12/26/2022
Thank you for forwarding this complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
On May 11, 2022, ************** was funded a $400.00 installment loan with CashNetUSA. Before he entered the loan agreement, CashNetUSA disclosed the Terms and Conditions associated with the loan, including the Duration, Annual Percentage Rate, Finance Charge, Amount Financed, Total of Payments and Payment Schedule in the form of truth in lending disclosures. ************** then signed his loan agreement acknowledging that he understood and accepted the terms and conditions associated with the installment loan. In addition, ************** signed an Automated Clearing House Authorization (ACH) allowing credits and debits to be made to his bank account.
************** did not make any payments as agreed upon in his payment schedule, therefore, his account balance was delinquent. Contrary to his assertion, the account balance is accurate.
On December 15, 2022, ************** contacted our customer service department and requested to settle his account balance for less that the balance that is owed. Contrary to his assertion, we offered to schedule a settlement payment arrangement, please be advised, an acceptable payment method (e.g. ACH or Debit Card) are the terms of securing the payment arrangement. However,at this time ************** does not have an acceptable payment method, therefore,we are not able to schedule the settlement payment arrangement.
We apologize if ************** was not happy with the services he was provided, we will further look upon ways to improve our services. CashNetUSA values ************** as a customer and strives to provide the ultimate customer experience. As such, we ask that he contact our customer service department directly at ************ if he has any outstanding questions or concerns.

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: 12/27/2022

Complaint: 18578887

I am rejecting this response because:
I want to resolve this matter but dont have a debit card or bank account at this time I can only mail the payment in.
Sincerely,

*********************
Business Response
Date: 01/03/2023
Thank you for forwarding the customers correspondence.
As mentioned, an acceptable payment method (e.g. ACH or Debit Card) are the terms of securing the payment arrangement. However, at this time ************** does not have an acceptable payment method, therefore, we are not able to schedule the settlement payment arrangement.
CashNetUSA values ************* as a customer and strives to provide the ultimate customer experience. As such, we ask that he contact our customer service department directly at ************ if he has any outstanding questions or concerns.
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: 01/06/2023

Complaint: 18578887

I am rejecting this response because: They are not trying to resolve this and do not value me as a customer stop giving me generic responses and resolve the issue.

Sincerely,

*********************
Initial Complaint
Date:12/14/2022
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.
On 12/14/2022, I recieved a call from a collection agency regrarding a cashusa payday loan that defaulted. I have never had a loan with this company and informed them of such. I was told someone took a loan with my name and social security number so I am responsible for paying or they are going to take me to court.How am I defaulted on a loan I never applied for or took out. Please review this company trying to pull a scam.
Business Response
Date: 12/16/2022
Thank you for forwarding this complaint. CashNetUSA takes all complaints seriously and makes every effort to implement a fair and satisfactory resolution.
As an initial matter, CashNetUSA does not provide financial services to residents of Georgia.
Furthermost,CashNetUSA is not associated in any way with the persons referenced in this complaint. Based on the details of the complaint, it is clear that fraudsters falsely posing as collectors have contacted *************************** These persons are fraudulently using our trade name in an attempt to extort money from consumers by utilizing threatening tactics.
Based on the information provided,CashNetUSA was not able to locate a profile that matches the Ms. ************ information (e.g. name, address, telephone number).
It is always our prioritized goal to adhere to and comply with all regulatory requirements while conducting regular and collection business. We train our staff accordingly and follow the collection guidelines set forth by the Fair Debt Collection Practices Act (FDCPA).
While we sympathize with Ms. ************ situation, we cannot take action because the complaint is not related to CashNetUSA. We recommend that they follow the link below to the Federal Trade Commissions web site for information on how they can protect themselves against this type of activity.
https://www.consumer.ftc.gov/articles/0258-fake-and-abusive-debt-collectors
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:12/13/2022
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 WORST company and customer service EVER! I was laid off my job and reached out to request help in setting up a payment plan to pay the company back. I asked for my account to be closed (as I'm out of work, so therefore have no need or option to reapply for a loan) I was told that they could not close the account, that they can not setup a payment arrangement, and that they would continue to charge daily interest rates per their contract. They even suggested that I borrow the remaining funds available in my account with them since I did express that I'm out of work and having financial problems. So they are definitely not empathetic towards their customer's circumstances, and obviously don't take my issue or concerns seriously. they haven't been willing to help at all. Yet, if the bill is never paid (because they don't allow a way out) then it's all my fault; and I'm posted as not paying or willing to pay- When in good faith I am trying to resolve the issue by setting up payment arrangements so that my job loss doesn't effect their pockets or my credit down the line. How can I get them to resolve this with me? If they're aren't going to discontinue the financing charges and allow a payment arrangement on the balance due - how will I ever get this paid off and resolved without a job, and while they're continuing to charge me daily. They're are basically setting their customers up to fail. I'm struggling here.
Business Response
Date: 12/22/2022
Thank you for forwarding this complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
On October 12,2022, **************** opened a $1,500.00 limit Line of Credit with CashNetUSA. Before she entered the agreement, CashNetUSA provided the applicable disclosures, and Ms. ******* then signed her agreement acknowledging 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 account details, the due date, minimum payment amount, and account balance are shown on each periodic statement.

As set forth in Ms. ******* Line of Credit agreement, there is an interest charge applied daily to the amount borrowed that is outstanding that day.

As set forth in ********************,Line of Credit agreement, there is a transaction fee for every advance requested; the transaction fee is 15% of the total amount borrowed.

As set forth in Ms. ******* Line of Credit agreement, she will be required to make minimum payments every billing period she carries a balance.

Over the course of her relationship with CashNetUSA, she has requested two (2)advances.

Based on our review, **************** contacted our customer service department to inquire about how the line of credit works, scheduling a payment arrangement for the entire balance and closing her line of credit account. As such, she was advised that we are not able to schedule a payment arrangement for the full account balance, however, we can schedule a due date adjustment for her upcoming balance. However, **************** declined our offer. In addition, as set forth in her line of credit agreement, **************** was advised that she may close her account when the balance has been paid in full.

In addition, *************** has advised that she was having financial difficulty, please note, CashNetUSA values **************** as a customer and are sorry to hear that she is experiencing this situation. We apologize **************** was not happy with her customer experience and will take this feedback as an opportunity to look for potential opportunities for improvement.
At this time, Ms. ******* account balance is current. Should she have any outstanding questions 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: 12/27/2022

Complaint: 18567071

I am rejecting this response because:The company has not provided an option to work this out. Im exactly where I started. Theyve only restated that I took out a loan, that they charge me interest daily, that they are refusing to assist me with a payment arrangement, and they will continue to charge me interest. None of which HELPS my current situation after explaining to them that Im out of work and that them continuing to charge me daily and not offering an alternative course of action is not helping me in any way. Theyre basically saying we understand that you dont have a job (because THAT is what I advised - not just that Im having financial difficulties), we know that ***** for you - we appreciate years of business with you, but oh well / we need our money paid back just the way we set it up. Not we can appreciate what youre going through - we can close the account, therefore ending the daily charges, and setup arrangement for you to pay back your total balance due. I never asked for a hand out. I never asked not to pay. I asked for a way to resolve the matter that would allow me to pay them what I owe them. Moving a loan due date each month, while still charging interest everyday really only benefits their company and continues to hurt me - their customer. But ******************** only cares about their pockets. Great customer service and customers in general - mean NOTHING to them. How can closing out the account so that I no longer accrue daily financing charges and setting up a payment plan hurt them, when in the end they get their money back? I understand and understood the contract and what I signed. Im asking that they understand my current situation and find a way to offer me help In My current situation. Theyve failed to do that as of yet. And theyve lost a good customer.

Sincerely,

***********************
Business Response
Date: 01/03/2023
Thank you for forwarding the customers correspondence to our attention.
As mentioned, we are not able to cease interest and schedule a payment arrangement for the entire balance.

Before **************** entered the agreement, CashNetUSA provided the applicable disclosures, and she signed her agreement acknowledging she understood and accepted the terms and conditions associated with the Line of Credit.
In an effort to assist ****************, she was advised we can schedule a due date adjustment for her upcoming balance to allow more time for the payment to be made. However, **************** declined our offer.

At this time, Ms. ******* account balance is current. Should she have any outstanding questions 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: 01/05/2023

Complaint: 18567071

I am rejecting this response because:The company has not provided an option to work this out. Im exactly where I started. Theyve only restated that I took out a loan, that they charge me interest daily, that they are refusing to assist me with a payment arrangement, and they will continue to charge me interest. None of which HELPS my current situation after explaining to them that Im out of work and that them continuing to charge me daily and not offering an alternative course of action is not helping me in any way. Theyre basically saying we understand that you dont have a job (because THAT is what I advised - not just that Im having financial difficulties), we know that ***** for you - we appreciate years of business with you, but oh well / we need our money paid back just the way we set it up (WITH THE DAILY INTEREST ADDED). Not we can appreciate what youre going through - we can close the account/cease interest charges, and setup arrangement for you to pay back your total balance due. I never asked for a hand out. I never asked not to pay. I asked for a way to resolve the matter that would allow me to pay them what I owe them. Moving a loan due date each month, while still charging interest everyday hurts me in the long run because its constantly adding up. This really only benefits their company and continues to hurt me - their customer. But ******************** only cares about their pockets. Great customer service and customers in general - mean NOTHING to them. How can closing out the account or ceasing interest charges - so that I no longer accrue daily charges - and setting up a payment plan hurt them, when in the end they get their money back? I understand and understood the contract and what I signed. I dont sign loan contracts hoping or assuming that I will lose my job. There should be a plan in place in instances like this. Most companies offer a resolution. CashNetUSA just wants to delay the payment each month while charging me extra daily. I am only asking that they understand MY current situation and find a way to offer me help In My current situation. Theyve failed to do that as of yet. And theyve lost a good customer.

Sincerely,

***********************
Initial Complaint
Date:12/12/2022
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 have made two payments on a loan that is as a payment arrangement making payment.The payments are not being reflected on the account. I have contacted the company. It shows the balance but it doesn't show that the payment arrangement that I pay is reflected on my account has been applied to the loan. I am not getting statements either. And I just borrowed **** . I wanna know what my money is going towards and why balance aint getting lower.
Business Response
Date: 12/22/2022
Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
On May 30, 2022, *********************** opened a $1,000.00 limit line of credit with CashNetUSA. Before they entered the agreement, CashNetUSA provided the applicable disclosures and *********************** then signed their agreement acknowledging that they 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 them (via email) when they 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. *********************** always has access to his account statements by logging into his online account with CashNetUSA.

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, customers are required to make at least a minimum payment every billing period where a balance was outstanding. The minimum amount due on each due date was the greater of 5% of the outstanding Principal Balance plus all fees and accrued interest or 10% of credit limit.
Please note, payments are applied to interest first.
Based on our review, ************************* account has been past due since July 2022. As such, our collection efforts have been initiated. Further in our review, *********************** has made a few payments towards the account balance and they have been applied towards the outstanding account balance. However,************************* account remains past due.
In an effort to assist ***********************, a member of the management team advised them of the aforementioned and are in the process of working on a repayment plan for the outstanding balance.
We value *********************** as a customer and we would be more than willing to work with them and their outstanding balance. As such, we ask that he 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:12/06/2022
Type:Billing 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.
Someone stole my identity and took out a loan with CashnetUSA using my maiden name that I do not use anymore. This happened on February 15th. CashnetUSA attempted to recover the funds using the contact information the person provided which was false and could not eventually they found my correct address under my credit report and sent me a letter letting me know they had made multiple attempts to reach me, which they had not done so. I explained that the transaction/ loan was not with me and I did not take out any loan with them nor did I receive any funds from them. I sent over my case number for my police report in April of this year 2022 and they said they would investigate but they continue to demand I pay the loan. The loan went from $303.32 to $3,709,08 that they are demanding I pay them. I spoke with a *** on 4/3/2022 and emailed them at id-theftsupport@********************** per ***'s instruction. They responded that same day with the request for a police report which I provided. They said they pesron filled out the application online on February 15 and they did not check id to make sure it was the correct person. Now we are in November of 2022 and they still continue to demand payment. I would like this account closed and all details removed from my credit report
Business Response
Date: 12/16/2022
Thank you for forwarding this customer complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
According to our records, on February 14, ********************************************** (who goes by *************** in this correspondence) opened a $1,850.00 limit line of credit with CashNetUSA after receiving an application completed with her personal information.

CashNetUSA received one payment towards the account balance. Therefore, our collection activity has been initiated.

On April 3, 2022, ****************** contacted our customer support team to assert that she did not apply for a loan with CashNetUSA, and was the victim of identity theft.In accordance with our policy, she was asked to file a police report and provide a full copy to CashNetUSA to launch an internal investigation.

Subsequently, ****************** submitted what appears to be an incident report number she retrieved from her local police department. Please note, the documentation she submitted was not sufficient to address her claim.
On December 6, 2022, ****************** submitted a full copy of her police report. An investigation was conducted, and our fraud department accepted her identity theft claim.
Therefore, ****************** does not have an outstanding account balance with CashNetUSA. The account opened in Ms. ******** name with CashNetUSA has been updated to reflect this information.

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: 12/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Rudairo Kimathi
Initial Complaint
Date:11/28/2022
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.
Customer # ******** I have used ********************** frequently over the last year and a half - initially out of financial necessity. I have found more recently in discussion with family litigation that many of the practices used by this company are deceptive and against my consumer protections rights. Since paying off my loan balance in January of this year, I have made over 19 consecutive payments calculating over $4,490 in bi-weekly payments.Under code 6.2-1816, payday lenders are prohibited from refinancing or extending existing loans because this loan continued to grow with their outrageous interest rates it has become nearly impossible for someone like me with a limited income to pay off the total balance due. Based on previous lawsuits and class-actions suits filed against CashNet USA, it has come to my attention that the lending practices have run afoul and the APR rates exceed the finance fee maximum under former code 6.1-460.I will no longer continue making these payments to CashNet USA and the balance due needs to be eliminated or I will be taking this to court with my representation.
Business Response
Date: 12/08/2022
Thank you for forwarding this complaint. CashNetUSA takes all complaints seriously and makes every effort to implement a fair and satisfactory resolution.
As an initial matter, CashNetUSA is a licensed financial provider committed to the highest levels of compliance. All relevant times our lending and interest has complied with the applicable State and Federal laws.
Further, CashNetUSA does not provide payday loans to residents of ********. CashNetUSA provides an open end line of credit. Please note, an open end line of credit is not the same financial product as a payday loan.
On May 26, 2021, ****************** opened a $1,500.00 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.
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 Mr. ******** 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 Mr. ******** line of credit agreement, there is an interest charge associated with the line of credit, which is applied daily to the amount borrowed that is outstanding that day. We do not charge interest on fees or accrued interest (no compounding).
Over the course of her relationship with CashNetUSA she has requested several advances and has only paid the minimum payment amount. Our customers always have the option to make additional payments or repay the amount outstanding in full at any time without penalty.
Based on our review, we found no breach in our process that would justify closing Mr. ******** customer account while it still holds a balance.
CashNetUSA strives to provide the ultimate customer experience and we are willing to answer any outstanding questions he may have. As such, 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: 12/11/2022

Complaint: 18474649

I am rejecting this response because:
They are a predatory company with unjustly high interest rates that preys and traps those in need and buries them in insurmountable debt. If they are unwilling to come to a settlement I will be involving the attorney general as well as seeking further litigation.
Sincerely,

*************************
Initial Complaint
Date:11/28/2022
Type:Service or Repair 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.
The company lies to you they are refusing to let you speak to a manager. The agent hung up on me. They are stating you will get a deposit same day, but they are not depositing real time. So now it shows I owe $100 and I never received the loan.
Business Response
Date: 12/06/2022
Thank you for forwarding this complaint. We take all complaints seriously and make every effort to implement a fair and satisfactory resolution.
On ***************************************** opened a $900.00 limit line of credit with CashNetUSA. Before she entered into the agreement, CashNetUSA disclosed the Terms and Conditions associated with the line of credit. **************** then signed her loan agreement acknowledging that she understood and accepted the terms and conditions associated with the line of credit.
CashNetUSA values *************** as a customer. As such, her concerns were escalated within our internal resolution process and resolved in a way that she found acceptable.
Should **************** have any additional questions regarding her account, we ask that she please contact our customer service department directly at ************.
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: 12/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Thanks again for getting a response I need one correct I only ask for $400 and the loan has been increased without my consent or asking. However, ******* was fantastic and assisted with ease.

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CashNetUSA is NOT a BBB Accredited Business.