Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 441 total complaints in the last 3 years.
- 131 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for a payday loan for 255 and I was set to make a payment on 1/1/2025 in the amount of 300.
I made that payment of 300. On the same day they charged me again in the amount of 300. I did a dispute with my bank and was given a credit of 300.
I applied for another loan on 1/10/2025 and Speedycash again took 300 from my account on 1/9/2025 and it was processed on 1/13/2025.
The loan I applied for 1/10/2025 was not due until 1/25/2025.
They said due to the reversal for the duplicate charge.
After hours on the phone various days they put the $300 back in my account on the 1/16.
I completed another loan on 1/28 and it’s not due until 2/5/2025
Because my bank saw that speedy cash deposited the 300 they closed the claim and did a reversal on 1/30/2025.
So now I am -300 and I am set to be charged again 2/5/2025. The business keeps giving me the run around after I have provided verification. Even the corporate office and have shut down my account so that I can’t log in to their site.
Business Response
Date: 02/07/2025
*****************
Thank you for the opportunity to respond to the complaint
filed by ********* **********
(Complainant). Speedy Cash,
a member of Community Choice Financial® family of brands,
appreciates the role of the Better Business Bureau in resolving consumer
concerns. We are happy to provide this response.
To
summarize, the Complainant alleges that they were double charged and have made attempts to rectify the issue
with the company. They further allege that they were blocked from accessing
their account. They are requesting a billing adjustment.
A review of Speedy Cash records
revealed that on December 20, 2024, a loan was obtained in the principal amount
of $255.00 at ******************. The loan was contracted to be repaid in full
in the amount of $300.00 due on January 5, 2025. The payment history indicates
on January 1, 2025, two (2) payments were processed on the account; however, on
January 15, 2025, the extra payment was credited back to the Complainant’s
account. As of the date of this response, the Complainant has been notified of
the reversed extra payment. Therefore, this matter has been satisfied.
Within the narrative, the
Complainant alleges that they were blocked from accessing their account. Our
records show that there was a discrepancy regarding the Complainants social
security number. Therefore, to prevent fraud, their account was blocked until
we could confirm the correct social security number. The Complainant has since
provided the required documentation to verify their social security number and
has access to their account.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/14/2025
I accept the business's response to resolve this complaint.
Regards,
********* **********Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was repossessed in Nov 2024. I paid money to get my car back. My car wasnt present or in view when I paid repossession fee. When receiving my vehicle from tow yard. Took almost 2 hours to get my car back. When the employee gave me car it was damaged. I told *** they told me its on TitleMax because they outsourced them to get the car. Titlemax says it *** fault. No one is took report or anything. I didnt want my car back but I just spent $1200 to receive damage to my when it wasnt. I had to fix my car myself and make payments towards my title. Company not taking any actions and information was just put in on 1/21/2024. I have pictures of damagesBusiness Response
Date: 02/05/2025
February 5,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their vehicle was damaged during repossession. They claim they had to wait over two hours to retrieve their damaged vehicle, and no one took a report because IAA and TitleMax blamed each other for the damages.
A review of TitleMax records revealed that on August 12, 2024, the Complainant obtained a **** in the amount of $518.00 at a storefront in ********, **. The Complainant granted a security interest in a ************************************** ******.The **** was contracted to be repaid in full in the amount of $616.37, due September 11, 2024. On August 17, 2017, the Complainant made a payment of $16.40 and refinanced their existing **** of $518.00, borrowing an additional $1,800.00. The **** was contracted to be repaid in full in the amount of ********, due September 16, 2024.
Between August 22, 2024, and August 27, 2024, the Complainant refinanced their **** on two (2)more occasions, borrowing an additional $3,708.00 total. On November 5, 2024,the vehicle was repossessed due to nonpayment., 2024. The fourth and final refinance was completed on November 21, 2024, in which the Complainant made a payment of $1,260.00 to redeem and refinance their **** for the remaining balance of $6,012.29. The **** was contracted to be repaid in full in the amount of $6,012.29, due December 21, 2024.
Payment history on the most recent refinance indicates there has been one (1) payment made on the ****. When the minimum payment was not made on December 21, 2024, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due balance of $7,285.37 but is subject to change due to interest and/or fees that may be accruing.
Following a thorough investigation conducted by ***, it was revealed that the owner did not file a claim or make a complaint at the time of vehicle redemption. As a result, *** will deny all claims.
Regarding the two-hour wait to redeem their vehicle, we may experience extended delays during peak times, and we appreciate the patience of our customers. We do apologize for any inconvenience this may have caused. TitleMax endeavors to assist our customers with all their concerns and provide the best service possible. Accordingly, we have promptly forwarded your concerns to management to ensure that appropriate measures are taken to improve our customer service.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
*** Consumer Complaints
** *** ***
*******************Customer Answer
Date: 02/12/2025
The representing from *** told me what website to go to submit the information in. The day I was handed my keys. There camera in and outside the Facility or tow yard. I Went to TitleMax the same day as instructed to sign my new contract agreement. I told the representative also at title max when I sign the paperwork. I signed a new contract stated in December to have my vehicle to drive all the information was given to them before I even signed the contract for the new title **** that when I after I got my car at the repossession.Initial Complaint
Date:01/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was paid-off several years ago; however, due to an emergency situation, I took a cash loan from TitleMax at the end of November of 2024 for $800 at their branch located at **** * **** **** **** ** ***** ** ******
On 1/12/25, a paid-off the balance of this loan (my total paid was over $1000). The next day (1/13/25), I called them to see how I would get my Certificate of Title back. I was told I needed to wait 3 days to go get it at their office.
When I went to get my Certificate of Title back on 1/15/25, I found out that they have filed a lien on my car with the UT DMV ****** ****** and, if I wanted my lien removed from their records, I needed to go to their office to get this done. At the time I took this loan on 11/30/24, they did not disclose to me that they were going to put a lien on my car with the DMV office. If they did that, they should be responsible to clear out this lien. Why I have to do this for them? I'm very upset about it, not only for this non-disclosure issue but also because I was ripped-off with this loan. Additionally, they have a terrible customer service!
A Christie from their office called me on 1/16/25 to remind me of my appointment with them for tax filing. I told her I have never made an appointment for this. I then started complaining about the non-disclosure of the lien filed against my car with the DMV office that she did not disclose to me when I did the loan with her. She hung-up on me while I was talking about this issue! I respectfully request that they handle the clearing of this lien on my car with the DMV office as soon as possible!
Business Response
Date: 01/29/2025
Thank you for
the opportunity to respond to the complaint filed by ****** ********* (Complainant). TitleMax of Utah, Inc., DBA
TitleMax, a member of Community Choice Financial® family of brands,
appreciates the role of the Better Business Bureau in resolving consumer
concerns. We are happy to provide this response.To summarize, the Complainant alleges the company did not
disclose that a lien would be placed on their vehicle with the DMV office. They
further allege they were “ripped-off” and received terrible customer service.
A review of TitleMax records revealed that on November 30,
2024, a loan was obtained in the principal amount financed of $806.00 at a
storefront in Lehi, UT. The Complainant granted a security interest in a 2018
Jeep Cherokee with a VIN ending in 601709. The loan was contracted to be repaid
in (23) twenty-three payments of $163.62 monthly beginning on January 1, 2025,
and a final payment of $163.53 due on December 1, 2026. A review of the payment
history indicates that on January 12, 2025, the account was paid off in full.
On January 15, 2025, the lien release was signed, and the Complainant retrieved
the release on the same day.
It is important to note that at origination, the Agreement
clearly disclosed the annual percentage rate, finance charge, amount financed,
total of payments and the repayment schedule in accordance with the Federal
Truth-in-Lending Act and Regulation Z. In addition, the agreement includes
notices on Collateral; Security Agreement; Co-Owner Obligations which states:
Collateral; Security Agreement; Co-Owner Obligations: To secure this Note and my obligations hereunder,
I grant to Lender a security interest in the Collateral. “Collateral” means the
Vehicle and all Vehicle improvements, attachments, insurance proceeds and
refunds and sale proceeds. But “Collateral” does not include any non-purchase
money household goods (as defined in 16 C.F.R. Part 444), or other consumer
goods that I may acquire more than ten days after giving value unless such
consumer goods are installed in or affixed to the Vehicle. I am the only owner
of the Collateral. The Collateral is not stolen. The Collateral has no liens. Lender
may file any documents and take any actions to ensure Lender’s security
interest in the Collateral. If Lender asks, I will sign other documents and
take other actions to support Lender’s security interest.
By signing this agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
loan.
TitleMax believes that the conditions of the loan were
clearly disclosed and finds no discrepancy or concern in how the transaction
was processed.
TitleMax endeavors to assist our customers with all of their
concerns and provide the best service possible. We sincerely apologize for the
poor customer service and any frustration the Complainant may have experienced.
Should the Complainant have any further questions regarding their account we
encourage them to contact TitleMax at ###-###-####.
We hope that we
have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we
may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/31/2025
All the verbiage indicated in the business response dies not mention at all that a lien was going to be placed in my car with DMV and at the end, I needed to go to the DMV office to get it cleared out. They gave me a certificate of release from TitleMax after I paid off the loan, but they refused to obtain for me a release of my lien from the DMV office. Their Rep did not disclose this to me on 11/30/24 that I was going to have to go through all this inconvenience of having to go to the DMV office when I don't have time for this due to my very busy schedule with work. And my loan was for $800 and not $806. They put a lien kn my car with DMV without letting me know at the time of signing, they are obliged to get it released! And by the way, I completed the application online the night before I took my car to their office for valuation. I was told I needed to complete the application again. I did not have my glasses with me. They asked me for my bank ATM card info, which I was reluctant to provide, but did it because it was required. Then the Rep (Christie) said I needed to sign some documents for the loan that was supposed to be given to me right after. I was told all the docs I signed were going g to be available online. THEY WERE NOT!
Regards,
****** *********Business Response
Date: 02/18/2025
Thank
you for the opportunity to respond to the Better Business Bureau’s request for
additional documents regarding ****** ********* (Complainant). TitleMax,
a member of Community Choice Financial® family of brands,
appreciates the role of the Better Business Bureau in resolving consumer concerns.
We are happy to provide this response.
To summarize, the Better Business Bureau
is requesting a copy of ****** ********* (Complainant) signed loan agreement.
Unfortunately,
due to our customer confidentiality policies, we are unable to provide a copy
of the signed loan agreement to the Better Business Bureau. The Complainant is
able to access
their loan documents via the customer on-line portal.
We
hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we
may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/20/2025
I cannot access all the documents that I signed on 11/30/24. I am not going to waste my time with this people, as they keep indicating they have not done anything wrong when they did, especially the non-disclosure of the title to be held at DMV and that I needed to pay a fee to get my title back cleared. To BBB, you can close this case now, as I am not going to waste my time with this people anymore. Please publish my case so people will be aware about this payday loan ripoff.
Regards,
****** *********Initial Complaint
Date:01/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company took an ACH payment out of my account on the 16th. Now it is the 22nd and they are trying to say I haven't paid. I drove all around the city trying to get the documents they had to have and I did but then the lady was rude hung up on me and told me my account activity wasn't acceptable. I want my account resolved. The ********************** paid and I want the loan to show paid not pending. This is ridiculous. I've emailed them several times over the last several days to get ignored. I want this fixed. It doesn't take five to seven days for ACH payments.Business Response
Date: 01/27/2025
January 27,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant).Hoosier Check Cashing of *********, DBA CheckSmart, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their ACH payment is not showing as paid and they have emailed documents to resolve the issue.
A review of CheckSmart records revealed that on December *******, the Complainant obtained a loan in the amount of $530.00 online. The loan was contracted to be repaid in full in the amount of $600.00 on January *******. Payment history indicates an ACH payment was sent to the Complainants banking institution on January 16, 2025, and posted successfully on January 23,2025.
We previously requested a 30-day bank statement displaying the Complainants name and the transaction as posted in an attempt to resolve the Complainants concerns. Unfortunately, the bank statement we received did not contain their name. Please note standard ACH posting could take up to three (3) to five (5) business days excluding the weekend and the banking holiday. The Complainant has since obtained a new loan on January 23, 2025, that is currently due February 14, 2025, in the amount of $607.70.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had unauthorized transactions from my account from check-in- cash/Community financial. The terms were not explain to me,most of the payments go to principal not the actual money owed which I did not realize at the time. I payed them over ***** dollars over time on the title loan.Business Response
Date: 01/24/2025
January 24,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******
(Complainant). Check Into Cash of **************, DBA Check Into Cash, a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they had unauthorized transactions taken from their account. They also claim the terms were not explained and are requesting their title back.
A review of Check Into Cash records revealed that on June 4, 2022, the Complainant obtained a title loan in the amount of $3,000.00 at a storefront in *******, **. The Complainant granted a security interest in a 2010 Jeep Liberty with a VIN ending in ******.The loan was contracted to be repaid in seventy-seven (77) biweekly payments of $198.22 beginning June 25, 2022, and a final payment of $187.05, due June 7, 2025.On June 7, 2023, the Complainant made a payment of $153.11 and refinanced their existing loan of $2,774.18, borrowing an additional $725.82. The loan was contracted to be repaid in seventy-seven (77) biweekly payments of $228.63 beginning June 23, 2023, and final payment of $222.00, due June 5, 2026.
Payment history on the most recent refinance indicates there have been forty-one (41) payments made on the loan. When the minimum payment was not made on December 20, 2024,the account entered a past due status. As of the date of this response, the Complainants loan currently has a past due balance of $678.41 with a total payoff amount of $3,941.07 but is subject to change due to interest and/or fees that may be accruing.
At the time of loan origination, the Complainant signed a Secured Loan Agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.
In response to the unauthorized transactions, we appreciate the Complainant for bringing this to our attention. We are currently investigating the issue and will work directly with the Complainant for a resolution.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
2 years ago a took an auto loan from rapid cash, I've paid it off and yet they refuse to remove the lein from my title because I haven't been able to meet them in person. I lost $132 to the dmv while trying get a replacement title because I lost the original. I was living in Oklahoma at the time and couldn't meet them in Oregon.
I live in Oregon now but have a physical and mental disability that makes it difficult to leave my house. I've also requested to speak through email to keep records but the refuse to talk to me unless it's in person even though I offered to send a copy of my ID and social.
My tags expired and I can't get new ones without my title so I can't even legally drive to their building. I can't sell the car because the value is less without it. This company is literally causing my to break the law because they won't accommodate me for something they failed to do. It's unethical and I want this settled, I want it fixed and I want damages.Business Response
Date: 01/20/2025
****************
Thank you for the opportunity to respond to the complaint
filed by ********* ********* (Complainant).
Rapid Cash, a member of Community Choice Financial® family of
brands, appreciates the role of the Better Business Bureau in resolving
consumer concerns. We are happy to provide this response.
To summarize,
the Complainant states they paid off their loan two (2) years ago, yet the lien
has neither been released nor their title returned because they cannot retrieve
the title in person.
A review of
TitleMax records revealed that on September 14, 2022, a loan was obtained in
the principal amount financed of $300.00 at a storefront in Portland, OR. The
Complainant granted a security interest in a 2007 Jeep Sport with a VIN ending
in ******. The loan was contracted to be repaid in full in the amount of
$339.17 due on October 15, 2022. The Complainant defaulted on their first
payment and on October 26, 2022, a Notice of Default and Right to Cure was
sent. The Complainant did not cure the amount owed and on February 8, 2023, the
vehicle was repossessed and a Right to Redeem letter was sent. On February 28,
2023, the account was paid in full, satisfying the loan.
Within the narrative, the Complainant alleges the company
refuses to remove the lien from the title because they cannot retrieve the
title in person. Please note, the lien on the vehicle has been released.
However, due to company policy, customers are required to retrieve the title in
person with a valid Identification Card.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/21/2025
I got my title back and lost it. The lien is still on it. They're lying, the lien remains on the title because I was rejected by the dmv to get a new one.
If the lien was gone i would be able to get a new title but I can't .
Rapid cash is lying
***********
Regards,
********* *********Business Response
Date: 01/27/2025
*********
Thank you for the opportunity to respond to the complaint
filed by ********* ********* (Complainant).
Rapid Cash, a member of Community Choice Financial® family of
brands, appreciates the role of the Better Business Bureau in resolving
consumer concerns. We are happy to provide this response.
To summarize, the Complainant rejected our previous
response and states that they received their title but lost it. They also state
that the lien is still on it as they were rejected by the DMV to get a new one.
After further review, Company records indicated that the vehicle title was returned to
the Complainant with applicable lien release signatures on February 28,
2023. Regardless, we have sent a notarized lien release letter to the address
listed in the complaint on January 24, 2025.We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/27/2025
I accept the business's response to resolve this complaint.
Regards,
********* *********Initial Complaint
Date:01/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was having phone problems and didn't know where to turn to fix my car, so I went to a Titlemax in **** for help.I borrowed $2,800 which I was thankful for but by the time I get them paid off I will have given them $8,000 in interest. I am struggling to pay the $456 every month because I'm just on disability (which I'm so thankful for) because I can't work right now!Anyway I have no problem paying them back and maybe even $1,000 interest but I'm scared every month of losing my car.Could you please help m to get my payment lowered to around $200 for 24 months?I've already paid them $912.I've tried talking to them but they won't budge.Business Response
Date: 01/20/2025
January 20, 2025
Better Business Bureau
**********************************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by **** ****** (Complainant). TitleMax of ********** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they are struggling to repay their loan, as they are unemployed and receiving disability. The Complainant claims they have borrowed $2,800.00; however, they will have paid $8,000.00 in interest over the life of the loan. The Complainant is requesting a billing adjustment.
A review of TitleMax records revealed on September 10, 2024, a title loan was obtained in the principal amount financed of $506.00 at a storefront in *****, **. The Complainant granted a security interest in a 2012 ***** CRV with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) payments of $101.14 due monthly beginning October 8, 2024, and a final payment of $99.28 due on September 8, 2026.
Between September 13, 2024, and September 30, 2024, the Complainant elected to refinance their loan three (3) times borrowing an additional $2,344.00. In accordance with the most recent agreement dated September 30, 2024, wherein they financed $2,649.82 (the loan), the Complainant agreed to make thirty-five (35) payments of $455.59 due monthly beginning November 3, 2024, and a final payment of $458.61 due on October ******. According to the payment history of the loan, the *********** has paid $1,366.77 and the account is in good standing.
Within their correspondence the Complainant indicated they have been experiencing financial hardships and asked for a lower payment and interest rate. TitleMax prides itself on excellent customer service and is understanding of its customersneeds during these unprecedented times. The Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 02/19/2025
BBB transcribed from handwritten note received via US Mail:
BBB
Thank you for tyring to help me, buty my payment has not been lowered & I can't keep paying that much by the time I pay off $2,800 loan it will be $15,000they get PLEASE Help me
**** ******
Business Response
Date: 02/21/2025
February 21, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by **** ****** (Complainant). TitleMax of ********** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims their payment has not been lowered, they are unable to continue to pay that much, and by the time they pay off a $2,800.00 loan, they will have paid $15,000.00. The Complainant is requesting lower payments.
Following the Complainants original complaint, they have refinanced their loan again. The last refinance was completed on January 30, 2025, in which the Complainant made a payment of $506.48 and refinanced their loan for the remaining balance of $2,434.87, borrowing an additional $300.00. The loan is contracted to be repaid in thirty-five (35) payments of $497.14, due monthly beginning on March ******, and a final payment of $500.24, due on February 3, 2028.
Within their correspondence the Complainant indicated they have been experiencing financial hardships and asked for a lower payment. TitleMax prides itself on excellent customer service and is understanding of its customers needs during these unprecedented times. As stated in our previous response, the Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request. As of the date of this response, the Complainant has not only failed to do so but has also refinanced and borrowed additional funds, increasing the repayment amount.
At the time of loan origination, the Complainant signed a loan agreement that clearly discloses the annual percentage rate, finance charge, amount financed,total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.
TitleMax encourages customers to use this product as a short-term financial solution and whenever possible, pay off early to avoid accruing interest. The balance may be paid back at any time with no penalty for early payoff.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account,we encourage them to call our *************************** directly at *************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 03/19/2025
WIRELESS ************************** <********************************************>
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Time: Wednesday, March 19 2025 3:36 PM
From: WIRELESS CALLER **************
Duration: 51 seconds
Voicemail box: 204
Transcript:
Hi, my name is **** ****** and my complaint number is ********. I'm really upset with TitleMax. They're like taking half my disability. Anyway, if you could call me back at ************. You also have not done anything to help me. I turned in a complaint and nothing's changed. Anyway, for a $2800 loan, they're getting $12 ,000 in interest. Anyway, if you could call me back and we could discuss this, I'm usually home in the morning. I'd appreciate a call back. Bye.Business Response
Date: 03/27/2025
March 27, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by **** ****** (Complainant). TitleMax of ********** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
TitleMax prides itself on excellent customer service and is understanding of its customers needs during these unprecedented times. As stated in our previous responses, the Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request. As of the date of this response, the Complainant has not only failed to do so but has also, following the original complaint, refinanced and borrowed additional funds, increasing the repayment amount.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call our *************************** directly at *************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Formal Complaint Regarding Lack of Response to Request for Contract/Promissory Note
Dear Better Business Bureau,
I am writing to formally file a complaint against INSTALOAN located at ************************************. regarding their failure to respond to my written request for important documentation related to a transaction I conducted with them.
On December 19, 2024, I sent a letter addressed to the General Manager, **** B of INSTALOAN requesting a complete and accurate copy of the contract or promissory note for a transaction that occurred on December 9, 2024. This request was sent via certified mail, and I have confirmed that the letter was received by INSTALOAN on December 21, 2024, as verified by the tracking number 9589 0710 5270 2127 2978 65.
As of today, January 4, 2025, I have not received any correspondence or response from INSTALOAN addressing my request. This lack of communication is unacceptable and has raised further concerns about the transparency and integrity of their operations.
The reason for my initial request was due to suspicions of potential discrepancies or fraudulent activity related to the transaction. Obtaining a copy of the original contract or promissory note is crucial for verifying the accuracy of the terms and conditions associated with this transaction.
I kindly ask for your assistance in resolving this matter. I believe it is essential for businesses to operate transparently and responsibly, especially when handling financial agreements. INSTALOAN's failure to address my concerns in a timely manner is a serious issue that warrants immediate attention.
Please let me know if any additional information is needed to support my complaint. I look forward to your guidance on the next steps to ensure this matter is resolved promptly.
Thank you for your time and attention to this matter.
Sincerely,
Business Response
Date: 01/09/2025
January 9,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******** ********* (Complainant).****************************, DBA InstaLoan, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that they sent correspondence to InstaLoan requesting their promissory note and have yet to receive a response as of January 4, 2025.
A review of InstaLoan records revealed that on December 9, 2024, the Complainant obtained a loan in the amount of $3,891.30 at a store location in ********, **. The Complainant granted a security interest in a 2015 Chrysler 200 with a VIN ending in ******. The loan is contracted to be repaid in full in the amount of $4,035.11, due on January 9, 2025.
At the time of loan origination, the Complainant signed a Consumer Finance Loan and Security Agreement that clearly discloses the annual percentage rate, finance charge,amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan. A copy of the contract was given to the Complainant at the location where the loan originated.
To address the Complainants statement of not receiving a response to their letter correspondence, on January 7, 2025, per the Complainants request, a response and a copy of the Consumer Finance Loan and Security Agreement was sent to the address listed on the complaint. In addition, the Complainant may visit ******************************************** to access these documents.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 01/15/2025
09/15/2024
Dear, Dispute Resolution Team:
I am writing to formally reject the response provided by ****************************, DBA InstaLoan, regarding my complaint filed with your office. I would like to clarify that I did not receive a copy of the contract on the day the loan originated, nor have I received any documents I have since requested from the business.
I would appreciate it if you could assist me in obtaining an estimated time of arrival (ETA) for when I will receive these documents. Additionally, I want to confirm that the business has the correct address on file for me. Could you kindly provide me with the address they currently have listed for me?
Thank you for your attention to this matter. I look forward to resolving this issue promptly.
Sincerely,
******** *********Customer Answer
Date: 01/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22769277
I am rejecting this response because:
I am writing to formally reject the response provided by ****************************, DBA InstaLoan, regarding my complaint filed with your office. I would like to clarify that I did not receive a copy of the contract on the day the loan originated, nor have I received any documents I have since requested from the business.
I would appreciate it if you could assist me in obtaining an estimated time of arrival (ETA) for when I will receive these documents. Additionally, I want to confirm that the business has the correct address on file for me. Could you kindly provide me with the address they currently have listed for me?
Thank you for your attention to this matter. I look forward to resolving this issue promptly.
Sincerely,
******** *********Business Response
Date: 01/22/2025
January 22,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ******** ********* (Complainant). ****************************, DBA InstaLoan, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that they sent correspondence to InstaLoan requesting their promissory note and have yet to receive a response as of January 4, 2025.
Instaloan records indicate that we sent correspondence to the Complainant via email on January ******, and via the BBB on January 9, 2025. As stated in our previous BBB response, a copy of the contract was given to the Complainant at the location where the loan originated. Further, on January 7, 2025, per the Complainants request, a response and a copy of the Consumer Finance Loan and Security Agreement was sent to the address listed on the complaint. Please note the Complainant may also visit ***************** and log into their Customer Portal to access these documents at any time free of charge.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally applied for a loan with this TitleMax location. Once I was able to be approved by another finance company, we called and advised that the check was being mailed by the next day. It was in the middle of a holiday week. TitleMax claimed that the lender advising them that the check was being mailed would not be enough to hold off on taking the car. I spoke with *** **** ********* and they stated that they work with TitleMax all the time and that they should have held off on the repossession. My car was repossessed the same day that they received the check- two days after Christmas. They refused to waive the repossession fee. It was just shy of $400 two days after Christmas. They would not have them bring the car back or take any payments over the phone.Business Response
Date: 01/06/2025
***************
Thank you
for the opportunity to respond to the complaint filed by ***** ******
(Complainant). TitleMax of Texas, Inc., DBA TitleMax, a member of Community
Choice Financial® family of brands, appreciates the role of the
Better Business Bureau in resolving consumer concerns. We are happy to provide
this response.TitleMax
of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization
(“CSO”) and assists consumers in obtaining loans from willing, unaffiliated
lenders. TitleMax services the loan but is not a lender in Texas. TitleMax
charges a CSO fee in the amount permitted by Texas law.To
summarize, the Complainant alleges they informed TitleMax of a payoff check
that should have arrived the next business day from another finance company.
However, TitleMax advised them that a mailed check was not enough to hold repossession
of the vehicle. The same day their vehicle was repossessed, TitleMax received
the check. They further allege TitleMax refused to waive the repossession fee,
return the vehicle back to them or take a payment over the phone. Their desired
resolution is a refund in the amount of $373.72, and a correction to their
credit report.A review
of TitleMax records revealed that on October 18, 2024, the Complainant obtained
a loan with First Star Financial, LLC in the amount of $4,000.00 at a
storefront in San Antonio, TX. The Complainant granted a security interest in a
2014 Toyota Corolla with a VIN ending in ******. The loan was contracted to be
repaid in full in the amount of $4,719.14, due on November 18, 2024.A review
of the payment history indicates the payment due on November 18, 2024, was not
received, therefore, the loan entered a past due status. Due to continued
non-payment, on December 27, 2024, the vehicle was repossessed, a repossession
fee of $375.00 was assessed to the loan and a Notice of Plan to Sell (NOPTS)
was sent to the Complainant. That same day, a cashier’s check in the amount of $5,006.11
was received and the remaining balance of $373.72 was paid by debit card to
satisfy the loan. The Complainant was then provided an appointment to redeem
the vehicle on December 30, 2024.
At the
time of the loan origination, the Complainant signed Loan Agreement, Promissory
Note & Security Agreement as well as a Credit Services Agreement that
clearly disclosed the annual percentage rate, finance charge, amount financed,
total of payments and the repayment schedule in accordance with the Federal
Truth-in-Lending Act and Regulation Z. By signing the agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
loan.As we
believe that the conditions of the loan were clearly disclosed and we cannot
find any evidence of wrongdoing, the reimbursement of the repossession fee for
$375.00 will not be approved at this time.
We hope
that we have fully addressed the complaint. Should the Complainant or the
Consumer Financial Protection Bureau require further explanation, we may be
reached at ****************************Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/06/2025
***********
********* not by me. The branch did not advise that I could deliver the check the same day until after my car was repossessed. Any discussion that was made prior to me being on the line is irrelevant. Not only was the check not issued by me, nor was I given the option to drop off the check, but also the check was mailed during a holiday week. *** **** ********* has stated that this normally will hold the vehicle and that they are very familiar with each other and that this is unusual behavior and that a refund of my money is an acceptable expectation. *** **** ********* said that if the information had been relayed during the phone call, they could have included more on the check or offered to give me a check to deliver same day. It’s not unreasonable to expect the money be refunded along with other inconveniences. I did lose my secondary source of income in part to the shenanigans TitleMax has wanted to play with technicalities and lack of empathy. This has caused me to be unable to pay my bills for this month.
Regards,
***** ******Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed agreement to get some money and they place the money on a credit card that is five years old. I verified with the bank that the funds totaling ($517.00) was never placed on my card. I have tried talking with the manager and worker at the title company and they called me a liar and refuse to give me my money back and destroy the contract.Business Response
Date: 01/07/2025
**************
Thank you for the opportunity to respond to the complaint
filed by ****** **** (Complainant).
TitleMax of Missouri, Inc., DBA TitleMax, a member of Community Choice
Financial® family of brands, appreciates the role of the Better
Business Bureau in resolving consumer concerns. We are happy to provide this
response.
To summarize, the
Complainant states they did not receive funds for a loan in the amount of
$517.00 that was placed on a five-year-old card. They request a billing
adjustment, a refund, and the contract to be canceled.
A review of
TitleMax records revealed that on December 4, 2023, the Complainant obtained a
loan in the amount of $800.00 at a storefront in Rolla, MO. The loan was
contracted to be repaid in eleven (11) monthly payments of $295.00 beginning
January 1, 2024, and a final payment of $294.73, due December 1, 2024. On
December 6, 2024, the Complainant made a payment of $6.55 and refinanced their
existing loan of $135.29, borrowing an additional $1,300.00, which was funded
to their card ending in 8135. The loan was contracted to be repaid in eleven
(11) monthly payments of $517.24 beginning January 1, 2025, and a final payment
of $516.93, due December 1, 2025.
Payment history
on the most recent refinance indicates there have been no payments made on the
loan. When the payment was not made on January 1, 2024, the account entered a
past due status. As of the date of this response, the Complainant’s account
currently has a past due balance of $517.24 but is subject to change due to
interest and/or fees that may be accruing.
To address the
Complainant’s concern regarding funding, on a prior occasion, we confirmed the
funding for the loan proceeds were successful to the card. At the time of the
refinance, a store representative confirmed the funding was successful prior to
the Complainant leaving the premises. It is important to note that the
Complainant utilized the card ending in **** to refinance their loan on
December 6, 2024, the same day that the funds were disbursed to that card. In
an effort to further investigate, we previously requested a bank statement,
which the Complainant provided, but it did not contain the necessary
information to verify the transactions. We are requesting a 30-day bank
statement for the month of December in order to address this allegation
appropriately.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/15/2025
I have not had debt card ending in **** for 4 or 5 years now. I never received any money on this card ****. My bank never received any money in my account or on this card. It been such a long time that my bank does not have a copy of the debt card ****. So I am not paying anything on the loan when I never got any money from Title Max.
Business Response
Date: 01/17/2025
*****************
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by ****** **** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a member
of Community Choice Financial® family of brands, appreciates the
role of the Better Business Bureau in resolving consumer concerns. We are happy
to provide this response.
To address the
Complainant’s concern regarding the amount being $1,300.00, as stated in our
previous response, the Complainant made a payment of $6.55 on December 6, 2024,
and refinanced their existing loan of $135.29, borrowing an additional $1,300.00,
which was funded to their card ending in ****. It appears that the Complainant
may be confusing the past due amount with the additional funds they requested.
Since our
previous response, the Complainant has been mailed a First Notice of Default. By
making a payment of $517.24 by February 3, 2025, they may continue with their
loan as though they were not late. As mentioned in our previous response, it is
important to note that the Complainant utilized the card ending in **** to refinance
their loan on December 6, 2024, the same day that the funds were disbursed to
that card, contradicting the Complainant’s claims that they have not had the
card for four (4) or five (years).
In an effort to
further investigate, we previously requested a bank statement, which the Complainant
provided, but it did not contain the necessary information to verify the
transactions.
We are requesting
a 30-day bank statement for the month of December in order to address this allegation
appropriately. If the Complainant is unable to provide the requested
documentation, we consider this matter as resolved.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/14/2025
I am rejecting this response because: A letter from my bank and a copy of my December bank statement that was texted to ******** with BBB shows that we never received any deposits in my account or to the { my ] bank which is ****** ****** ***** the debt card was void a long time ago. and has not been used for months All I want is to have the contract voided how hard is that I never received any money, and I want this contract voided and I what a copy of it
Thank You
***** ****
Regards,
***** ****Business Response
Date: 02/19/2025
**********
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by ****** **** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a member
of Community Choice Financial® family of brands, appreciates the
role of the Better Business Bureau in resolving consumer concerns. We are happy
to provide this response.
We previously
requested a 30-day bank statement for the account with card ending in **** for
the month of December but have yet to receive the correct bank statement. We
are unable to investigate further unless the correct documentation is provided.
If the Complainant is unable to provide the requested documentation, we
consider this matter as resolved.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at [email protected].
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****
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