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
- 444 total complaints in the last 3 years.
- 134 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:06/18/2024
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.
April 13, 2024 Titlemax was paid a total of $4019.62 in two payments. $3000.00 with Navy Federal Credit Union and $1019.62 by ***************************** Credit Union. Both payments were at the same time. Was told that they would mail the title back and it would be a week or two, I didn't think nothing of it because it was the way I did in the past with them. After about two weeks I start calling they started giving me excuses. Then they told me my wife and I had to go the **************** of ***** Vehical to see about gettint my title back. Finally I wrote their legal department never got an answer. All I want is my title back.
Business Response
Date: 06/20/2024
June 20, 2024
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 paid off their loan and were not able to get their title back. They request their title back.
TitleMax is a credit services organization (CSO) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records reveals that on March 30, 2024, the Complainant obtained a Texas CSO 4x5 with ******************** LLC, in the principal amount financed of $3,492.00 at a storefront in ***********, **. The Complainant granted a security interest in a ************************************* 808219.The loan was contracted to be repaid in one (1) payment of $514.30 and four (4) equal monthly installment payments of $560.22,beginning April 27, 2024, and one (1) final payment of $3,634.75, due August 27, 2024.
Payment history indicates the Complainant paid off the remaining balance of the loan in the amount of $1,019.62 on April 13, 2024. In response to the request for the title, we apologize for the inconvenience. The storefront is currently working with the Complainant to resolve their issue.
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: 06/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21864895
I am rejecting this response because: There is no effort to get me my title, they are telling to go the department of motor vehicles and beg for my title. I just simply want them to mail me my title back.
Regards,
*******************Business Response
Date: 06/26/2024
June 26, 2024
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.
In response to the Complainants rejection, the storefront has attempted to contact them multiple times to resolve the title issue but were unsuccessful. Please note since our lien was not perfected on the title, we are unable to obtain a copy of the title on the Complainant's behalf. We encourage the Complainant to contact the storefront reachable 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:06/17/2024
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 have a loan with Speedy Cash and am in process of paying the balance in full. I have asked numerous times for a historical accounting of the account. This includes a complete transaction history detailing payment amounts, dates and balance. There is not a place on their website to access this information. It is my right with the Fair Debt Accounting Practice to request this information! I want this information immediately!Business Response
Date: 06/19/2024
June 19, 2024
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ************************* (Complainant). A Speedy Cash Car Title Loans, LLC. DBA Speedy Cash, a member of the 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 would like a complete transaction history of their account,including payment amounts, dates, and balances.
A review of Speedy Cash records reveals that on June 2,2022, an Arizona Installment Title loan was obtained in the principal amount financed of $500.00 online. The Complainant granted a security interest in a ************************************* B13446. The loan was contracted to be repaid in 51 biweekly payments of $42.47 beginning July 8, 2022, and a final payment of $46.00 due on June 21, 2024.
On June 30, 2022, the Complainant refinanced their existing loan of $456.73, borrowing an additional $300.00. The loan was contracted to be repaid in 51 biweekly payments of $58.72 beginning July 5, 2022, and a final payment of $57.42 due on August 5, 2024.
Between July 18, 2022, and February 10, 2023, the Complainant refinanced their loan on six (6) occasions, borrowing an additional $2,005.00 in total. The final refinance was completed on June 13, 2023, in which the Complainant borrowed an additional $900.00. The loan was contracted to be repaid in 51 biweekly of $216.71 beginning July 14, 2023, and a final payment of $217.18 due on June 27, 2025.
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 Complainant acknowledged their understanding of the terms and conditions of the loan.
Speedy Cash 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.
A review of the payment history on the most recent refinance indicates there have been 22 payments made on the loan. The Complainant currently has a balance of $2,094.24 that is subject to change due the interest on the loan. Per the Complainants request, a copy of their transaction history has been sent to the address listed in the complaint. 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 she or the Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG Consumer Complaints
********************************************************************;Customer Answer
Date: 06/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21860007
I am rejecting this response because: I have not received any documentation as promised by Speedy Cash. They have had plenty of time to provide requested documentation. I never should have had to escalate the request and they should have provided the documentation when originally asked! Unless it is received within 5 business days, I will be forced to take legal action against this company!
Regards,
*************************Initial Complaint
Date:06/14/2024
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.
Manager keeps calling me even though they have contacted by insurance agency for 10 day off amount Awful manager Awful company
They gave me a loan of 3000 and charged me 500 every month in interest. I had been paying out of a SSDI check for 7 months ON TIME and unfortunately someone rear ended my car. I contacted the store let them know I had been in a car wreck on the 28th of May. The renewal on it was 500 on the 30th and I was told by the store manager *** that I should it pay it even though the car was a total loss and they would be getting paid by the insurance in a few days.
Then I called the store and asked *** does the store do settlements because they were charging me about $20 a day plus a late fee. He told me no they dont offer settlements. The customer service reps and the store reps gave me the runaround regarding a settlement. I requested that the district manager ***** call me I never received a call.
When the loan was due on the 30th the balance was 3500 and by the 6th the balance is 3700. I went to the store and the store manager's car was there I was told that the manager would be in the next business day and when my lawyer called ***** the associate played as if he was manager. I decided to not to request a settlement anymore because of the hardball tactics the store manager and the company uses.
The adjuster after hearing the nonsense I was being told by the Title *** officials guaranteed me that I would walk away after Title *** got paid with enough to get another vehicle. My insurance company ended up giving me 6k once they heard a recording of how ruthless and money hungry the manager was
Their tactics may be legal but they are definitely unethical. They couldve took just the late fees off but they took nothing off I am currently 35 weeks pregnant: *** called me talking bout they couldnt sign the paperwork until they received the check. I asked did he want the adjusters info. He told me no.
Business Response
Date: 06/21/2024
June 21, 2024
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, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states theyd like no further contact by the company due to poor customer service and unethical tactics.
A review of TitleMax records reveals that on September 12, 2023, a **** Transaction was obtained in the principal amount financed of $500.00 in a storefront in Five Points, AL. *** Complainant granted a security interest in a 2012 ****** Sentra with a VIN ending in ******. *** **** was contracted to be repaid in full in the amount of $594.95 on October 12, 2023. On September 22, 2023, the Complainant made a payment of $31.65 and refinanced their existing **** of $500.00 borrowing an additional $767.00. *** **** Transaction was contracted to be repaid in full in the amount of $1,482.26, on October 22, 2023.
Between September 26, 2023, and March 29, 2024, the Complainant refinanced their **** on fifteen more occasions, borrowing an additional $3,265.00 total. *** 17th and final refinance was completed on April 30, 2024, in which the Complainant made a payment of $550.00 and refinanced their **** for the remaining balance of $3,041.87. *** **** was contracted to be repaid in full in the amount of $3,528.27 on May 30, 2024. A review of the payment history on the most recent refinance indicates a payment of $3,870.00 was made on June 17, 2024, paying the **** in full.
Regarding the customer service received, it is important to note that TitleMax has policies and procedures in place to ensure our collection activity is in compliance with all state and federal laws and regulations. Upon receipt of this complaint, the account has been updated and the Complainant will receive no further contact from TitleMax.
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: 06/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21853818
I am rejecting this response because:
The customer service I received wasnt up to par and I would to know what is Title ***s policies on settling because I multiple DIFFERENT answers from people. The customer service was atrocious and disrespectful. There was no regard to my well being and how I was expected to get around after I was in a no fault accident. If you look and count the 15 or more times that I refinanced the loan principal was repaid in full. I also have a FTC complaint against your business so the information that I need to be verified Why wasnt I offered a settlement amount when I asked Why was I being harassed after the insurance adjuster had contacted the store. WHY WOULD YOUR STORE MANAGER WANT ME TO REFINANCE MY LOAN FOR $500 IF THE COMPANY WAS GONE TO RECEIVE PAYMENT AND THE *** HAD BEEN DECLARED A TOTAL LOSS ON THE 29th of May. I RECEIVED A CALL EVERYDAY UP UNTIL THE 18th of June. WHY WAS I TOLD MY *** COULD BE REPOSSESSED EVEN THOUGH I WASNT *********************************************************************** a refund. I called corporate as I directed and still recieved the run around about the refund Title *** owes me like $50 because the 3870 included interest till the 20th not the 17th. It was a 10 day pay off. so the issue will be resolved when I receive a refund for the 3 extra days of interest thats was received with my payment. Also I would like to know policy on settlement. I dont plan ever doing business with Title *** so the customer service is really a moot point.
Regards,
********************Customer Answer
Date: 06/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21853818
I am rejecting this response because:
The customer service I received wasnt up to par and I would to know what is Title ***s policies on settling because I multiple DIFFERENT answers from people. The customer service was atrocious and disrespectful. There was no regard to my well being and how I was expected to get around after I was in a no fault accident. If you look and count the 15 or more times that I refinanced the loan principal was repaid in full. I also have a FTC complaint against your business so the information that I need to be verified Why wasnt I offered a settlement amount when I asked Why was I being harassed after the insurance adjuster had contacted the store. WHY WOULD YOUR STORE MANAGER WANT ME TO REFINANCE MY LOAN FOR $500 IF THE COMPANY WAS GONE TO RECEIVE PAYMENT AND THE *** HAD BEEN DECLARED A TOTAL LOSS ON THE 29th of May. I RECEIVED A CALL EVERYDAY UP UNTIL THE 18th of June. WHY WAS I TOLD MY *** COULD BE REPOSSESSED EVEN THOUGH I WASNT *********************************************************************** a refund. I called corporate as I directed and still recieved the run around about the refund Title *** owes me like $50 because the 3870 included interest till the 20th not the 17th. It was a 10 day pay off. so the issue will be resolved when I receive a refund for the 3 extra days of interest thats was received with my payment. Also I would like to know policy on settlement. I dont plan ever doing business with Title *** so the customer service is really a moot point.
Regards,
********************Additional information from consumer:
My insurance issued and sent them a check for ******* and the check was received on the 17th. I wanted to a refund for the extra 3 days of interest that was charged. They issued my insurance a 10 day payoff where the insurance had to pay them within 10 days and then the insurance would receive the title. On June 20th the interest included payment was ******* so I owed a refund for the 3 days of interest that was paid after the refund was received. It doesn't have to issued to me. The manager got smart with me and told me that I was being charged $16 a day in interest. I did need a summary of the loans and payments that I had took out. I can log into my online Titlemax account and see that info. it also looks like alot of the business response was copied and pasted but its ok. I just want a refund.
Business Response
Date: 07/05/2024
July 5, 2024
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, 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 wants to know what TitleMax policies are regarding settlements and why they were not offered a settlement. ***y further want to know why refinancing was available and why they continued to receive calls until June 18th regarding repossession of the vehicle when their vehicle was declared a total loss. *** Complainant believes they are due a refund of $50.00 for the three extra days of interest that was paid with the funds from their insurance company payout.
A review of TitleMax records reveals that on September 12, 2023, a **** Transaction was obtained in the principal amount financed of $500.00 in a storefront in ***********, AL. *** Complainant granted a security interest in a 2012 ****** Sentra with a VIN ending in ******. *** **** was contracted to be repaid in full in the amount of $594.95 on October 12, 2023. On September 22, 2023, the Complainant made a payment of $31.65 and refinanced their existing **** of $500.00 borrowing an additional $767.00. *** **** Transaction was contracted to be repaid in full in the amount of $1,482.26, on October 22, 2023.
Between September 26, 2023, and March 29,2024, the Complainant refinanced their **** on 15 more occasions, borrowing an additional $3,265.00 total. *** 17th and final refinance was completed on April 30, 2024, in which the Complainant made a payment of $550.00 and refinanced their **** for the remaining balance of $3,041.87. *** **** was contracted to be repaid in full in the amount of $3,528.27 on May 30, 2024. A review of the payment history on the most recent refinance indicates a payment of $3,870.00 was made on June 17, 2024, paying the **** in full.
At the time of loan origination, the Complainant signed a **** Transaction Disclosure Statement and Security 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 **************** addition, the agreement includes notices on Extension and Continuation which states: *** initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued. By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the **** Transaction.
When the payment was not made on May 30,2024, the account went into past due status and collections on the account were made, which put the vehicle in jeopardy of being repossessed. Even though the vehicle was declared a total loss, collections on the account were attempted until the claim was satisfied by their insurance company on June 17, 2024. *** account currently has a refund balance of $49.89 and a check has been issued to the Complainant. For additional questions regarding their account, we encourage them to contact TitleMax 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: 07/09/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21853818
I am rejecting this response because: This response doesn't let me know when or how I'm expected to receive the check. I will happily accept the response once I have my check of $49.88 in my hands and I cash it. I called the 1800 number provided in the business's response and they told me that they couldn't provide any information about the check and that I would have to speak with the legal department. They proceeded to give me an email for legal which I don't need, I asked did I need to pick my check up at the store or was it being mailed to my address. My address is *****************************************. I just want my check and then my issue with the BBB complaint will be resolved.
Regards,
Lyric *******Initial Complaint
Date:06/12/2024
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.
June 4th.2024 I went to California check cashing in person and paid $300 cash, on June 5th.2024 my check was deposited and cleared . I requested a refund the amount I borrowed was $255.00 plus there interest rate comes to $300 California check cashing charged me twice $600 .I submitted my bank statement showing check # **** for $ ****** cleared on June 5 Th.2024 they submitted my check after I paid cash.
I don't appreciate there intent of charging me twice.I was told by another branch number ************ ****** and her Manerger ******* that my check was pending very unprofessional they have employees that can not read a bank statement for my bank statement clearly states check **** cleared June 5 Th.2024 I'm asking to be compacted for my 11 month old dog needs to see a vet emergency visit and not having money due to California check cashing not giving me my refund this is fraud. also contacted another branch phone number **********
I asked for corporate phone number and email and was told they can not give me that but they will contact me I gave them my number they looked up my account by phone number I explained my situation and again I got no help .
Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***************************** (Complainant). California Check Cashing Stores, LLC, DBA California Check Cashing Stores, 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 went to the store to pay cash on June 4, 2024, but the store deposited check number 9018 the next day. When they requested a corporate phone number, they were told they were unable to provide the information. The Complainant wants a refund of the $300.00.
A review of California Check Cashing Stores records reveals that on May 11, 2024, the Complainant obtained a Payday loan in the principal amount financed of $255.00 at a storefront in ********, **. The loan was contracted to be repaid in one (1) payment of $300.00, due June 3, 2023. Check number 9018 was taken to the bank on June 3, 2024, and a cash payment was received on June 4, 2024. On June 4, 2024, the check cleared the account and returned as paid, resulting in a double payment.
It is important to note that the Complainant signed an Attestation form on June 4, 2024, that states, By signing of this document, I certify that I have been made aware you have already deposited my loan check or there is a pending Automate Clearing House (ACH) payment on my loan which cannot be withdrawn from processing, and I am nevertheless voluntarily choosing to pay the amount due in cash. In the event the pending ACH payment is successfully processed or my loan check clears, I understand a refund will be issued to me for any overcollection which may occur. This refund will be issued 10 business days after you identify the payment has cleared my bank.
We acknowledge that unexpected circumstances can arise. As a gesture of goodwill, we will expedite the refund of $300.00 by initiating an ACH transfer, eliminating the standard 10-business-day processing period. Please allow 3-5 business days for the refund to post. For any other questions regarding the refund, California Check Cashing Stores can be reached 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: 06/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21840532
I am rejecting this response because:
Regards,
*****************************Customer Answer
Date: 06/14/2024
My bank account/*********************** account has not received my refund as of June 14th 2024.
I called California check Cashing and I was told they can not refund my monies .
Why am I not getting my refund?
Customer Answer
Date: 06/15/2024
I was at my bank merest June 4th 2024 I asked if there were any checks pending there weren't checks pending June 4th.2024.
June 4th.2024I went to California check Cashing paid my payday loan in cash$300.00
On June 5th.2024 my check 9018 was deposited I will send you my statement.
I don't appreciate there intent.
Initial Complaint
Date:06/11/2024
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 late on my car payment and I was in contact with the business. They had informed me that my car was out for repo and they were not able to stop it. Which I understood.
Well my vehicle was picked up in the middle of the night. Immediately the next morning I called to get information as to how much was needed to obtain my vehicle back and the location. I was told that i needed to pay a certain amount. When I went into the ** beach location I informed them that my wallet was in the car when it was towed. I was able to try and pay with my card online but was told the system was down and sent to another location.
When I arrived at the ******************** location i was able to make the payment and then was told that I needed to go back to the ******** location due to not having my ID which I had already told them that was in my vehicle. When I got to the ******** location they was able to print out my ID. But I did not make the scheduled appointment for 2:45pm on that day do to driving back and forth to the different locations because of their system error.
The next available appointment was scheduled for 6/11 and I was able to get my car. Title *** did not do anything to help speed up my appointment time even though my bill was paid.
Today 6/11 when I picked up my care it had several noticeable damages. Right rear tail light was completely stolen with wires hanging, right passenger door broken off and hanging, front bumper damaged.
I am very upset. My car was not damaged when it was picked up and that is how it should have been returned. The company that Title *** hired to tow my car is Stealth Towing and Recovery. They have yet to comment.
TItle *** has said they will file a report and send to management. That is not enough. I want this paid for.
They also removed my license plates and the tags on my car. Which I now have to pay for an inspection and new registration. I am very upset and want this resolved.
Business Response
Date: 06/17/2024
June 17, 2024
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 that when picking up their vehicle after repossession, they discovered various damages.They request repairs or a replacement.
TitleMax of ****** **** is a credit services organization (CSO) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.A review of TitleMax records reveals that on August 30, 2023, the Complainant obtained a TX CSO 4x5 Ivy Funding Company,LLC in the principal amount financed of $1,000.00 at a storefront in **********, **. The Complainant granted a security interest in a 2009 Chevrolet Tahoe with a VIN ending in ******. The loan was contracted to be repaid in one (1) payment of $231.28 and four (4) equal monthly installment payments of $192.18, beginning on October 6, 2023, and one (1) final payment of $1,043.60,due February 6, 2024. On February 8, 2024, the Complainant made a payment of $236.32 and refinanced their existing loan of $1,000.00 at a storefront in **************, **. It is important to note that the loan product changed at this time to a TX CSO 30. The loan was contracted to be repaid one (1) payment of $1,199.58, due March 8, 2024.
On April 3, 2024, the Complainant made a payment of $267.90 and refinanced their existing loan of $1,000.00 at a storefront in **************, **. The loan was contracted to be repaid in one payment of $1,199.83 on May 3, 2024. Due to non-payment, the vehicle was repossessed on June 5, 2024, and a repossession fee of $522.02 was assessed to the account. A Notice to Sell was mailed to the Complainant the same day. Upon repayment in the amount of $792.53, the account was placed back into good standing. The third refinance was completed on June 7, 2024, when the Complainant made the payment to redeem their vehicle and refinanced their existing $1,000.00. The loan is contracted to be repaid in full in the amount of $1,199.83, due July 7, 2024.
It is important to note that appointments to pick up vehicles and items are subject to availability. The Complainant was able to pick up the vehicle on June 11, 2024. To address the Complainants concern regarding vehicle damage,records reflect claims have been filed with the store front as well as IAA, and their complaint was forwarded to the appropriate department. Their claim is currently still under investigation.
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:06/10/2024
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.
Title Maxx is reporting false information to the *********** Lending base as in my actual monthly contracted amount! This is falsely misleading information! I have reached out locally and corporate wise and no one will assist me with a very easy fix!! Their IT department needs to key in the correct monthly payment and they are refusing too assist me in this simple request!! I have sent a copy of the contract below.Business Response
Date: 06/14/2024
June 13, 2024
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, 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 misleading information is being reported to the *********** lending base. They would like it corrected on their credit report.
A review of TitleMax records reveals that on June 01, 2024, a NV 210-P was obtained in the principal amount financed of $1670.00 at a storefront in *********, **. The Complainant granted a security interest in a 2016 ****** Sentra with a VIN ending in ******. The loan was contracted to be repaid in six monthly payments in the amount of $447.26 beginning July 01, 2024, and a final payment of $447.31 due on December 28,2024.
We reached out to the reporting entity, Veritec, and based on our correspondence,they are required to report the maximum payment amount per month. At times,there may be more than one payment for the same month. For example, the Complainant has a payment scheduled for July 1, 2024 and a payment scheduled for July 31, 2024. Both those payment amounts will be totaled and reported for July. The same thing happens on a bi-weekly payment schedule as there may be three (3) payments in the same month.
If the Complainant still believes there is an error in their credit report, we strongly recommend that they reach out to the credit reporting agencies to dispute any inaccuracies.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:06/08/2024
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 paid nearly half my loan back and balance has not changed total 2800 paid 1200 Balance still says 2800 Very disappointed TitemaxBusiness Response
Date: 06/14/2024
June 14, 2024
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, 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 theyve paid nearly half their loan back and the balance has not changed.
A review of TitleMax records reveals that on February 7, 2024, a GA **** 30 was obtained in the principal amount of $2,418.00 at a storefront in ********, **. The Complainant granted a security interest in a 2005 Kia ******** with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,828.82 on March 8, 2024; or if they chose not to repay the entire balance,they could, at a minimum pay the **** shop charges and renew the **** for an additional 30-days. On March 8, 2024, a payment of $300.00 was made. On March 9, 2024, the Complainant extended their existing **** by paying the remaining **** shop charges of $120.90 and entering into a new 30-day agreement.According to the new agreement, $2,828.82 was to be paid by April 8, 2024. On April 10, 2024, the Complainant again chose to pay the **** shop charges and renew the **** for an additional 30-days by making a payment of $430.97. According to the current agreement, the **** was to be repaid in full in the amount of $2,817.96 by May 10, 2024. No additional payments or attempts to extend the **** have been made as of the date of this response.Please note under a 30-day transaction,the expectation is for the customer to pay in full on or before the expiration of the period. However, rather than paying the balance in full, the Complainant elected to pay the outstanding **** shop charges and enter into a new transaction for an additional 30 days on three occasions, thereby accruing additional charges. At the time of origination, the Complainant signed a **** Transaction Disclosure Statement and Security 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 **************** addition, the agreement includes notices on Extension and Continuation which states:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the payments were applied to the Complainants account. By signing the agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****. Based on the above, no billing adjustment is required.TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ************* to arrange a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 06/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***********************Initial Complaint
Date:06/07/2024
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 got a car loan from Insta Loan and they closed their business in **********. So, last month I called the customer service number and made my payment. This week, I tried to make the payment again. I was told my account was in bankruptcy which it is not. They said I could make a payment but I'm not doing that with their mistake of bankruptcy. This business used to be Title *** which was also closed. I want the loan paid off and my title back. I want all the money I paid but will except the last 2 months (254).Business Response
Date: 06/11/2024
June 11, 2024
Better Business Bureau
*****************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by *************************** (Complainant). TMX Finance of **********, LLC, 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 they were able to make a payment with customer service, but when they tried to make a payment again, they were told their account was in bankruptcy. They state their account is not in bankruptcy and could not make a payment due to the mistake. The Complainant requests the return of their title and a refund of the last two (2) payments that have been paid.
A review of InstaLoan records reveals that on February 6, 2024, the Complainant obtained a loan in the principal amount financed of $705.00 at a storefront in ***********, **. The Complainant granted a security interest in a *************************************** C52372. The loan was contracted to be repaid in six (6) monthly payments with five (5)payments of $130.12, beginning March 6, 2024, and a final payment of $130.12,due August 6, 2024. Payment history indicates there have been three (3) payments made on the loan with the most recent payment being April 30, 2024. Their current payment was due on June 6, 2024.
In response to the Complainants claims regarding being advised of bankruptcy, an investigation reveals found no active bankruptcy cases involving their current loan, therefore, no refund will be processed at this time as the Complainant remains bound by the terms of the agreement signed on February 6, 2024. InstaLoan strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact InstaLoan at ************* to arrange a mutually acceptable repayment arrangement for this 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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:06/07/2024
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 hit by a truck at the intersection of ***** *** ***** **. on june 3, 2024.
I called Instaloan on **** **** **** **** ** *********** ** ****** i needed to know how to file an insurance claim with the insurance provided by instaloan. full covage until i pay off the title loan i got in march/2024.
Why i call the # that was given to us for assistance managing our account. ( the NM instaloan businesses were al closed down April 13, 2024). i explained to the lady i had gotten into a car wreck and i neded the insurance information. she told me that i had not purchased the insurance on the day i got the loan.i know that i did, full coverage insurance for $25. extra that would be charged on the first payment.
when at the office signing paper work for the title loan, ***** was printing the application and contract and i ask if i recieved a copy also. i was told no but i could find the info on the web sight or i could come into the office if i needed to, or if i had any questions.When i got off the phone with the CSR, i went to the web sight we are given for payments etc.. so i could see the contract, and i could not get in it was like the web sight had been taken down
i called back talked to a different CSR ant wanted copies of all paper work. i later called back and requested copies of all bills and payments.
i would always go into the office to pay my payment and asks about the receipt and again i was told the payment is on there web sight.
instaloan offered car insurance and i bought it, there claim is i didnt ask or pay for insuranceBusiness Response
Date: 06/11/2024
***********************
Thank
you for the opportunity to respond to the complaint filed by ****** ******** (Complainant).
TMX Finance of New Mexico, LLC, 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 has
requested to file an insurance claim against the insurance policy purchased
through InstaLoan but has been told no policy exists therefore no claim can may
be filed.A review of InstaLoan records reveals that
on February 16, 2024, the Complainant obtained a loan in the principal amount
financed of $506.00 at a storefront in Albuquerque, NM. The Complainant granted
a security interest in a 2011 Toyota Corolla with a VIN ending in ******. The
loan was contracted to be repaid in a total of six (6) payments with five (5)
payments of $93.39, due monthly beginning March 16, 2024, and a final payment
of $93.41, due August 16, 2024. On February 26, 2024, the Complainant made a payment
of $51.67 and refinanced their existing loan of $506.00, borrowing an
additional $350.00 in principle. The loan was contracted to be repaid in a
total of six (6) payments with five (5) payments of $157.99, due monthly
beginning March 26, 2024, and a final payment of $158.00, due August 26, 2024.
A review of the payment history on the
most recent refinance indicates there have been three (3) payments in the total
amount of $480.00 made on the loan. The Complainant’s account is in good
standing with the next payment due on June 26, 2024.
Regarding the insurance
concern, the agreement signed by the Complainant states the following:
6. Insurance
Requirements: During the Loan term,
I understand that I must insure, at my expense, the Vehicle against all loss or
damage by fire, theft, and collision. I further understand that I may obtain
such insurance from an insurance company or agent of my choice so long as the
insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance
company licensed to do business in New Mexico; (iii) has a deductible that does
not exceed $500..00; and (iv) provides Lender advance written notice during the
Loan term of any material change, cancellation or non-renewal of the policy.
Further, Complainant signed an Insurance
Acknowledgement form which states they have obtained the required vehicle
insurance through a properly licensed insurance company which meets the
requirements set forth in the agreement. A review of loan records also shows no
payment collected for any type of insurance policy.
InstaLoan believes that the conditions of
the loan were clearly disclosed and finds no discrepancy or concern in how the
transaction was processed. We encourage the Complainant to call Customer
Service at ###-###-#### for questions regarding 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,
BSG
– Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 06/12/2024
I was offered full coverage insurance, that I paid for my first payment. I ask for a copy of MY contract and instaloan sent me a copy of a contract not my signed contract. I would like to.contact one of the csa that worked on my loan in the ABQ office
Regards,
****** ********Business Response
Date: 06/17/2024
June 14, 2024
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). TMX Finance of **********, LLC, 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 they are rejecting the initial response because they claim they were offered full coverage insurance, and they paid their first payment. They are asking for a copy of their contract and state Instaloan sent them a copy of a contract but not their signed contract.
As stated in our initial response regarding the insurance concern, the agreement signed by the Complainant states the following: 6. Insurance Requirements: During the Loan term, I understand that I must insure, at my expense, the Vehicle against all loss or damage by fire, theft, and collision.I further understand that I may obtain such insurance from an insurance company or agent of my choice so long as the insurance: (i) lists Lender as loss payee (ii) is obtained from an insurance company licensed to do business in **********; (iii) has a deductible that does not exceed $500..00; and (iv) provides Lender advance written notice during the Loan term of any material change,cancellation or non-renewal of the policy.
Further,Complainant signed an Insurance Acknowledgement form which states they have obtained the required vehicle insurance through a properly licensed insurance company which meets the requirements set forth in the agreement. A review of loan records also shows no payment collected for any type of insurance policy.In response to the Complainants request for the contract, we have mailed a copy of their signed loan documents to the address provided in their complaint.
InstaLoan believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************* for questions regarding 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,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 06/17/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Customer Answer
Date: 06/17/2024
ACustomer Answer
Date: 06/21/2024
I told insta loan to send me MY contract. I Received a contract with out my signature on it. Today I got another contract with a copy of my signier.. the same signier on all the places to sign. Also where it has the Authorized Representative. Is ot signed my the car who took my loan app. She would testify on my behave. And she could prove that I did get the insurance that Instaloan offered.. her name is no where
Regards,
****** ********Business Response
Date: 06/26/2024
***************
Thank
you for the opportunity to respond to the rebuttal referencing the complaint
filed by ****** ******** (Complainant). TMX Finance of New Mexico, LLC, 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.
As
stated in our previous response, the Complainant signed an Insurance
Acknowledgement form which states they have obtained the required vehicle
insurance through a properly licensed insurance company which meets the
requirements set forth in the agreement. A review of loan records shows no
payment collected for any type of insurance policy. If the Complainant has
proof to the contrary, we request to submit documentation to [email protected]. Otherwise, we
consider this matter closed.
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 ComplaintsCustomer Answer
Date: 06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
********** ********
I am rejecting this response because:
Regards,
****** ********Customer Answer
Date: 07/01/2024
Hi, my name is *********************, and you sent me a link Friday to reopen my case so that I could put in there a better description of what was going on, and I accidentally deleted that link. I'm trying to find my account number right now. Um, hey, I'm so sorry, dang it. Um, shoot, I'm gonna call you back, bye.Customer Answer
Date: 07/07/2024
***** off i have been meet with resistance from the very begining. the ** offices have closed, so another office is handeling the all the open cases. the office withn the # ************, has denied the proper paper work i requesred. 1. a copy of MY contract. I recieved a contract that they filed in the blankks ( no signier). 2. again a copy of MY contract with MY signature. i recieved another general contract with my signture photo copied on to this contract # 2 . you can tell that it is the exact signature of mine copied in all 3 places where signature was requested.
next i have been hung up on 4 (four). i have had CS at the regular phone # ************ . to make a record the hang ups and the total disrespect i have endureed. i have been told several times a supervisor is not available to talk to. hung up on. i was told that there was nothing i could do to get into my files on Instaloans web sight. where we are told on the day of the loan request that is where ALL paper work will be. for a couple of weeks i was not able to log in to my account to see copies of MY contract or payments. Now when i log into my account on the last line mit has " acces documents" when i do this the on;y thing in my file is a denial letter for a request for credit . THAT I NEVER APPYIED FOR.
NOW the 3rd contract i recieved after was different this one had a (INSURANCE ACKNOWLEDGMENT) PAGE that was not not in the other 2 contracts they sent. in the bottom there is a (*) proof of insurance can be provided by uploading the DECLARATION PAGE of your current vehicle insurance policy by visiting account.instaloan.vcom and logging into the customer portal. i have requested 3 or 4 times i was to get into that. i got the run arount a long timr and was told that a supervisor was the only one who could see that page. supervisor not available twice hung up on call back hung up on a girl named **** was the person i got the most disrespect from i ask there CS line to say i wanted to file a report on her NOW here the thing i found a copy of proof i have insurance through instaloan, i took a picture of it. ******* #****6375773. eff date 07/24/2023 experaction date 07/24/2024. i dont know how to upload or download all this paper work. i am going to try again to talk to a supervisor to open the DECCLARATION page. SZ
Business Response
Date: 07/16/2024
July 16, 2024
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). TMX Finance of **********, LLC, 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.
Per our previous responses, we have requested proof of documentation showing that the Complainant obtained insurance through InstaLoan but have yet to receive the documentation. Once we have received the documentation we can thoroughly investigate and respond. If the Complainant has proof to that they obtained insurance through Instaloan, we request to submit documentation to ***************************** Otherwise, we consider this matter closed.
Regarding their customer service concern, we appreciate the feedback. 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. We have forwarded their concern to management to investigate and act accordingly.
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:06/03/2024
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.
Titlemax office refused a payment and refuses to give me info on what to do to get my vehicular, corporate has also been given me misleading information and no resolution. The loan has been paid off and they are not giving me info about how to get my vehicle. They refuse to call me when with info. Lies and being difficult . This is defiantly bad businessBusiness Response
Date: 06/07/2024
June 7, 2024
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 South *************** 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 TitleMax refused a payment and refused to give information regarding how to obtain their vehicle after paying off their loan.
A review of TitleMax records reveals that on December 18, 2023, the Complainant obtained a Title Loan in the principal amount financed of $616.00 at a storefront in *********, SC. The Complainant granted a security interest in a 2001 ***** V70 with a VIN ending in 038951.The loan was contracted to be repaid in 23 monthly payments of $120.10,beginning January 20, 2024, and a final payment of $118.41, due December 20,2025. On December 22, 2023, the Complainant made a payment of $20.00 and refinanced their existing loan of $611.38, borrowing an additional $300.00. The loan was contracted to be repaid in 23 monthly payments of $165.90, beginning January 20, 2024, and a final payment of $165.98, due December 20, 2025.
On December 24, 2023, the Complainant made a payment of $10.78 and refinanced their existing loan of $911.38, borrowing an additional $150.00. The loan was contracted to be repaid in twenty-three monthly payments of $197.45, beginning January 27, 2024, and a final payment of $195.83, due December 27, 2025. The final refinance was completed on March 14,2024, in which the Complainant made a payment of $1,004.33 and refinanced their existing loan of $89.10, borrowing an additional $110.00. The loan was contracted to be repaid in twenty-three monthly payments of $236.07, beginning April 13, 2024, and a final payment of $234.75, due March 13, 2026.
When the payment was not made on April 13, 2024, the account entered a past due status and a Right to Cure notice was mailed to the Complainant on April 25, 2024. Due to non-payment the vehicle was repossessed on May 30, 2024, and the account was assessed a repossession fee of $488.60. A Notice to Sell was mailed to the Complainant on May 31, 2024. Payment history on the most recent refinance indicates that on June 3, 2024, the account was paid in full in the amount of $2,218.65.
In response to the Complainants claims of the office refusing payment, an investigation found no refusal of payment and no wrongdoing. Since their BBB filing, the Complainant has picked up their vehicle. We encourage the Complainant to contact their TitleMax directly at ************* for any questions regarding this 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,
BSG Consumer Complaints
PO Box 550
*******************
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