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:02/01/2024
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 took a title loan from titlemax of ****, when my father died of COVID in 2021. I defaulted on the loan. I have not had any correspondence from titlemax since. On 1/27/24, my car was taken from the parking deck at **** ***** ******. I was given a paperwork stating the recovery information. I have since spoken with all parties concerned trying to retrieve my personal property. I was told the vehicle went to auction. I have not received any notices regarding the repossession or the details of redemption. I cannot get anyone to tell me where or how to get my property back. I would also like redemption information. Every one I have spoken to has told me to call another place. I've called each place, to no avail. There was several hundred dollars worth of property in the vehicle, including my mother's cell phone, a laptop and a framing nailer not to mention our luggage and my paperwork for my property etc. I need my property. All I am getting is the runaround.
Business Response
Date: 02/07/2024
February 7, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
Thank
you for the opportunity to respond to the complaint filed by ******** ********
(Complainant).
TitleMax of Alabama, Inc., 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 they
took a title loan with TitleMax and defaulted on the loan but have not had any
correspondence from TitleMax since. On January 27, 2024, their vehicle was taken,
and they were provided paperwork stating the recovery information. They have
spoken to all parties concerned, trying to retrieve their personal property and
cannot get anyone to tell them how to get their property back. In addition,
they state they have not received any notices regarding the repossession or details
of redemption. The Complainant requests the return of their personal
property.
A review of TitleMax records reveals that
on March 15, 2022, the Complainant obtained a Pawn Transaction in the principal
amount financed of $2,000.00 at a storefront in ****, AL. The Complainant
granted a security interest in a 2009 ********** ********* with a VIN ending in
******. The loan was contracted to be repaid in full in the amount of $2,279.80
on April 14, 2022.On May 3, 2022, the Complainant made a payment of $457.01
and refinanced their existing loan of $2,000.00. The loan was contracted to be repaid
in full in the amount of $2,279.80, on June 2, 2022.
The
second refinance was completed on June 29, 2022, in which the Complainant made
a payment of $531.62 and refinanced their loan for the remaining balance of
$2,000.00. The loan was contracted to be repaid in full in the amount of
$2,279.80, on July 29, 2022.
A review of the payment history on the
most recent refinance indicates there have been no payments made on the loan.
When the payment was not made on July 29, 2022, the account entered a past due
status. TitleMax attempted to contact the Complainant to assist with repayment
but was unsuccessful. On January 27, 2024, the vehicle was repossessed. The
Complainant currently has a past due balance of $2,559.60.
To address their concerns regarding
retrieving their personal property and redemption information, we have
forwarded their account to the store location who has been attempting to
contact the Complainant. We encourage the Complainant to contact the redemption
department 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
** *** ***
********** ** *****Customer Answer
Date: 02/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
I contacted the number given in the response, in an effort to resolve the matter. The redemption office stated that I should be transferred to the resolutions dept, so she did. The resolutions dept informed me to contact the legal dept. That was it. I do not have that contact information. Once again, I've contacted the appropriate people based on what I was told and all I get is shifted around. Nothing has been done. I was not able to discuss redemption or the return of my property.
Regards,
******** ********Business Response
Date: 02/21/2024
February 21, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
Thank
you for the opportunity to respond to the complaint filed by ******** ******** (Complainant).
TitleMax of Alabama, Inc., 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 they contacted the number given in the
previous BBB response, in an effort to resolve the matter. The redemption
office stated that the Complainant should be transferred to the resolutions
dept, and the resolutions dept informed them to contact the legal dept. They
state they do not have that contact information. They have not been able to
discuss redemption or the return of their property.
To
address their concerns regarding redemption information, we have forwarded
their account to the store location who has been attempting to contact the
Complainant. We encourage the Complainant to contact the redemption department
reachable at ###-###-####.
In
order to retrieve their personal property, the Complainant should contact the
store, which will then assist them in scheduling an appointment with Insurance Auto Auctions Birmingham.
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
** *** ***
********** ** *****Initial Complaint
Date:01/19/2024
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.
On May 25th 2023 I received a loan from Title max in the amount of 2818.00. I was making monthly payments of 452.00 not knowing that it was only paying the interest. I now have a balance for 3522.50. I am requesting that Title Max settle this loan for a lower amount since I have already made numerous payments. The terms of this loan was not properly explained and is ripping people off. If Title Max is willing to settle for a lower price I will gladly pay the loan off and close this account.Business Response
Date: 01/23/2024
January 23, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
Thank
you for the opportunity to respond to the complaint filed by ****** **** (Complainant). TitleMax of Georgia, Inc., 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 that
on May 25, 2023, they received a loan from TitleMax in the amount of $2,818.00.
They were making monthly payments of $452.00, not knowing that it was only
paying interest and now they have a balance of $3,522.50. They are requesting
TitleMax settle this loan for a lower amount since they have already made
numerous payments. The Complainant claims the terms of the loan were not
properly explained.
A review of TitleMax records reveals that
on January 26, 2023, the Complainant obtained a Pawn Transaction in the
principal amount financed of $2,818.00 at a storefront in Savannah, GA. The
Complainant granted a security interest in a 2013 Dodge Dart with a VIN ending
in ******. The loan was contracted to be repaid in full in the amount of $3,268.59
on February 25, 2023. The Complainant completed one (1) extension and accrued
$211.35 in late fees. On April 14, 2023, the Complainant made a payment of
$361.95 and refinanced their existing loan of $2,818.00. The loan was
contracted to be repaid in full in the amount of $3,268.60, on May 14, 2023.
The Complainant accrued one (1) late fee of $129.16.
A final refinance was completed on May 25,
2023, in which the Complainant made a payment of $579.76 and refinanced their
loan for the remaining balance of $2,818.00. The loan was contracted to be
repaid in full in the amount of $3,170.25, on June 24, 2023.
A review of the payment history on the
most recent refinance indicates there have been no payments made on the loan.
When the payment was not made on June 24, 2023, the account entered a past due
status and was assessed a late fee of $352.25. The Complainant currently has a past-due
balance of $3,522.50.
At the time of loan origination and
each refinance, the Complainant signed a Pawn 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 Regulation Z. In
addition, the agreement includes notices on Extension and
Continuation which states: “The initial term of the Pawn is 30 days, and the
Pawn 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
chargesaccrued after the Maturity Date, as described in Section 7
below), and (b) satisfy Pawnbroker’s applicable criteria for extensions.
If you do not request additional funds as part of your extension request, then
the original Pawn will be continued.” By signing this
agreement, the Complainant acknowledged their understanding of the terms and
conditions of the loans.
TitleMax believes that the
conditions of the loan were clearly disclosed and finds no discrepancy or
concern in how the transaction was processed. 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 Better Business Bureau require further explanation, we
may be reached at ****************************.
Sincerely,
BSG
– Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/23/2024
Although the terms were not explained this way, I have spoken with the business and I’ve been offered a lower settlement amount.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ****Initial Complaint
Date:01/18/2024
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.
I received a loan June 2023 for $2667.49. At the time of the loan I was told, with my wife present, that it was a no interest loan and that I would only be paying back what I borrowed. January ******* I called Titlebucks to find out the payoff amount because the online site was stating the the payoff amount was over $2900. When I spoke with a representative there, she stated that the only amount of each payment that goes towards the principal is what you pay over the payment amount. My wife and I stated that that was not what we were told and that we would never had agreed to the loan with those terms. The representative did not look into it and only repeated the original statement. This is corruption and should be illegal.Business Response
Date: 10/18/2024
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). TitleMax of ************ DBA TitleBucks, 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 told the loan was a no interest loan and that they would only have to pay back what was borrowed. After questioning the payoff amount, they were told the amount paid over the payment amount is applied to the principal. They further state they were not told that information when they initially received the loan. They would like a billing adjustment.
It should also be noted that contrary to the Complainants statement of receiving a loan, TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans.Accordingly, each **** ticket signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn:
This is a **** transaction. Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.
A review of TitleMax records revealed that on December 2, 2022, a **** was obtained in the principal amount of $2,118.00 at a storefront in *************, **. The Complainant granted a security interest in a 2013 Dodge Avenger with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,456.66 on January 1, 2023; or if they chose not to repay the entire balance they could, at a minimum, pay the **** shop charges and renew the **** an additional thirty days. Between December 30, 2022, and October 11, 2024, the Complainant chose to refinance or extend their **** multiple times, thereafter, receiving additional funds on three (3) occasions. Pursuant to the most recent extension, the Complainant is to pay $2,945.15 by November 13, 2024, in order to satisfy the terms of their agreement.
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 at 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.
Please note that under a 30-day transaction, the expectation is for the customer to pay in full on or before the expiration date. Rather than paying the balance in full, the Complainant elected to pay the outstanding **** shop charges to extend the **** an additional thirty days on several occasions, thereby accruing additional charges. By signing this agreement and the extensions, the Complainant acknowledged their understanding of the terms and conditions of the ****.
TitleMax believes that the conditions of the **** were clearly disclosed and cannot find any evidence of wrongdoing. Should the Complainant have any other questions or concerns regarding their account, we encourage them to contact TitleMax directly **************.
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,Initial Complaint
Date:01/17/2024
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 had a payday loan with Cash Central on October 30th, 2023 that I made an arrangement to pay in four installments. I sent an email request on December 6th, 2023 to revoke ACH Authorization, so no further payments would be withdrawn from my account, which they confirmed the next day via an email back to me. However, the next three payments on December 8th, December 22nd and January 5th all withdrew from my checking account, meaning that Cash Central did not honor my ACH revoke request.
On January 5th, 8th and 10th, I spoke with three different Cash Central agents on the phone who gave me different information regarding this. The first Cash Central agent I spoke with on the 5th told me that as long as I sent screenshots of the money that was withdrawn from my bank account, they would send me the money back. I did this, however, still did not hear back.The second Cash Central agent I spoke with on the 8th named ****** told me he would forward it to a supervisor and would reach back out to me. I did not hear back. The third agent I spoke with on the 10th named Peggy (who helped me with the pay in 4 arrangement originally) said that revoking ACH Authorization was only for 14 days, which I did not know from any of the email correspondence previously about this.
I spoke with Cash Central / Community Choice Financial on the phone on Monday, January 15th and I was told that I was previously notified that there was a review that they were doing that was to take up to 14 business days, however - I was never notified of this in the other three phone conversations I had with agents there.Business Response
Date: 01/24/2024
January 24, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
Thank
you for the opportunity to respond to the complaint filed by ***** ****** (Complainant).
CCF of Minnesota, LLC., DBA Cash Central, 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 had a payday loan with Cash Central
on October 30, 2023, in which they arranged to pay in four (4) installments. On
December 6, 2023, they sent an email request to revoke ACH authorization, so no
further payments would be withdrawn on their account. The next day, they
received confirmation via email that their request was completed however the
next three (3) payments on December 8, December 22, and January 5, 2023, all
withdrew from their checking account. They spoke to Cash Central multiple times
and sent screenshots of the money that was withdrawn but did not hear back. On
January 8, 2023, they were told their account was forwarded to a supervisor and
did not hear back. They spoke to another agent who said that revoking ACH
Authorization was only for 14 days which they did not know from any of the
previous email correspondence. On January 15, 2023, they spoke with Cash
Central again who notified them there was a review that would take 14 business
days. They request a refund.
A
review of Cash Central records reveals that on October 27, 2023, the
Complainant obtained a Payday Loan online in the principal amount financed of
$350.00. The loan was contracted to be repaid in one payment of $376.00, due
November 10, 2023. The Complainant completed a 14 Day Courtesy move online on
November 8, 2023, to change their due date to November 24, 2023. They signed
and completed an Extended Payment Plan Amendment on November 16, 2023, which
established four (4) payments of $94.00 due biweekly beginning November 24,
2023, and authorized automatic ACH payments until the loan balance is paid in
full. An ACH payment for their first payment of $94.00 was successfully
processed on November 24, 2023.
On
December 7, 2023, the Complainant’s email request for an ACH revoke was
completed. Regrettably, the next three (3) ACH payments of $94.00, due December
8, December 22, and January 5, 2024, were processed in error. We apologize for
any frustration or poor customer service this issue may have caused. We have
ceased conducting business in Minnesota, which might have contributed to
additional delays in handling the Complainant’s claim. To rectify this error,
we will send the Complainant a check covering the entire loan balance that the
customer paid. The check will be mailed the address provided in the complaint.
Please allow 5-10 business days for the check to arrive.
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: 01/25/2024
[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,
***** ******Customer Answer
Date: 01/25/2024
[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:01/17/2024
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 had a loan from title max since around July 2022 for 1200 & they’re interest rate was so high they do not tell you what the interest rate is they just tell you what the total you’ll owe is & every month came by they charge over $200 & if you’re late 1 day they add more so it was impossible to pay the whole amount cause it was always something different I have been paying for over a year meaning that I have paid over 3000 & the month I stop paying cause I had a emergency & could pay they pick up my carBusiness Response
Date: 01/19/2024
January 19,
2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to
the complaint filed by ****** ***** (Complainant). TitleMax of Georgia, 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 had a loan from TitleMax since around
July 2022 for $1,200.00 and the interest rate was so high. They state they were
not told the interest rate but only the total they would owe. They have been
paying for over a year and state they have paid over $3,000.00. The month they
stopped paying because of an emergency, their car was picked up. They are
requesting a replacement.
A review
of TitleMax records reveals that on July 29, 2022, the Complainant obtained a
Pawn Transaction in the principal amount financed of $1,268.00 at a storefront
in East Point, GA. The Complainant granted a security interest in a 2008 Nissan
Altima with a VIN ending in ******. The loan was contracted to be repaid in
full in the amount of $1,496.11 on August 28, 2022. On October 7, 2022, the
Complainant made a payment of $290.00 and refinanced their existing loan of
$1,244.42. The loan was contracted to be repaid in full in the amount of
$1,468.29, on November 6, 2022.
Between
November 10, 2022, and August 25, 2023, the Complainant refinanced their loan
on seven (7) more occasions, borrowing an additional $223.00 total. The final
refinance was completed on September 29, 2023, in which the Complainant made a
payment of $220.00 and refinanced their loan for the remaining balance of
$1,457.44. The loan was contracted to be repaid in full in the amount of
$1,639.62, on October 29, 2023.
A review
of the payment history on the most recent refinance indicates there have been
no payments made on the loan. When the payment was not made on October 29,
2023, the account entered a past due status. On January 16, 2024, the vehicle
was repossessed and a repossession fee of $50.00 was assessed to the account.
The Complainant currently has a past due balance of $1,871.80.
At the
time of loan origination, the Complainant signed a Pawn 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 Regulation Z.
In addition, the agreement includes notices on
Extension and Continuation which states: “The initial
term of the Pawn is 30 days, and the Pawn 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 Pawnbroker’s applicable criteria
for extensions. If you do not request additional
funds as part of your extension request, then the original Pawn will be continued.” 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 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 Better Business
Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:01/16/2024
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 loan agreement I have paid over $4k that my daughter was helping me with due to the fact my husband left the home and my income.
My daughter fell behind and vehicle was repossessed which I understand is a legal right. My issue is with the store staff not giving right contacts. I advised I over paid and wanted to settle loan they told me it wasn't and option. But another office told me they need to gather information and submit request to district manager so it is possible to settle? Yes it is. They are giving me the run around and not helping me. They want me to loose my car or just pay 1 payment and continue with agreement which I cannot afford! I need helpBusiness Response
Date: 01/22/2024
January 22,
2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to
the complaint filed by ********* ******* (Complainant).
TitleMax of Arizona, Inc., 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 they have a Title loan agreement which they
have paid over $4,000.00 on. Their daughter was helping them and when their
daughter fell behind, the vehicle was repossessed. Their issue is with the
store staff not giving the right contacts. They advised the store they had
overpaid and wanted to settle the loan but were told it was not an option.
Another office they spoke with told them they needed to gather information and
submit a request to a district manager. The Complainant feels they are being
given the runaround and they cannot afford to continue with the agreement.
A review of TitleMax records reveals that on
June 30, 2021, a Title loan was obtained in the principal amount financed of
$3,000.00 at a storefront in Casa Grande, AZ. The Complainant granted a
security interest in a 2004 ********* *********** with a VIN ending in ******.
The loan was contracted to be repaid in 35 monthly payments of $395.74,
beginning July 31, 2021, and a final payment of $394.33, due June 30, 2024. On
July 19, 2021, the Complainant made a payment of $10.00 and refinanced their
existing loan of $163.70, borrowing additional funds of $2,936.00. The loan was
contracted to be repaid in 35 monthly payments of
$408.90, beginning August 19, 2021, and a final payment of $403.42, due July
19, 2024.
Between
July 31, 2021, and July 6, 2022, the Complainant refinanced their loan on 13
more occasions, borrowing an additional $20,350.00 total. The 15th and final refinance was completed on February 4, 2023, in which the Complainant
made a payment of $403.40 and refinanced their loan for the remaining balance
of $2,862.22. The loan was contracted to be repaid in 35 monthly payments of
$378.70, beginning March 7, 2023, and a final payment of $374.38, due February
7, 2026.
A review
of the payment history on the most recent refinance indicates there have been
10 payments made on the loan. When the payment was not made on December 7,
2023, the account entered a past due status and was assessed a late fee of
$17.87. On January 10, 2024, the vehicle was repossessed, a repossession fee of
$375.00 was assessed to the account and a Notice to Sell was provided to the
Complainant. Upon repayment of $1,279.00 on January 12, 2024, the vehicle was
returned to the Complainant.
It is important to note that at the time of
the loan origination and each refinance, the Complainant signed a Secondary
Motor Vehicle Finance Transaction Contract 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 loan agreements, the Complainant acknowledged
their understanding of the terms and conditions of the loans.
We believe that
the conditions of the loan were clearly disclosed and cannot find any evidence
of overpayment. 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 (800)804-5368 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
** *** ***
********** ** *****Initial Complaint
Date:01/12/2024
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.
after months TitleMax claims they were trying to reach me about an overage check they had for me. they claim the had been trying to reach me since August when they originally cut the check. i did not get the check until 1/4/24. I then went to deposit at my bank branch and the company retracted the funds the next day 1/5/24 sending a message to my bank that the funds/check was going to be returned. this left my bank account at a $-494 and both TitleMax and my bank UFCU, have no explanation to my funds. the $1734.29 check was for my mortgage and now I am about to be short due to the lack of communication from Titlemax. they sent me things prior as well as another $5.00 check but couldnt get in touch with me. My number, my email have always been the same, nothing has changed. I want my money!Business Response
Date: 01/17/2024
January 17, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
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.
To summarize, the Complainant states after
months, TitleMax claims they were trying to reach them about an overage check
for them that was cut in August. They did not receive the check until January
4, 2023. They went to deposit the check at their bank branch and claim the
company retracted the funds the next day on January 5, 2024, sending a message
to their bank that the funds/check was going to be returned. This left their
bank account at negative $494.00. They state TitleMax and their Bank UFCU have
no explanation and the check of $1,734.29 was for their mortgage. Now they are
about to be short due to the lack of communication received from TitleMax. In
addition, the Complainant states their email and phone number has always been
the same. They request an explanation of the charges and a refund.
TitleMax of Texas, Inc. 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 Texas. TitleMax charges a CSO fee in the amount permitted by
Texas law.
A review of TitleMax records reveals that
on May 20, 2021, the Complainant obtained a CSO loan with Ivy Funding Company,
LLC in the principal amount financed of $5,533.00 at a storefront in
Pflugerville, TX. The Complainant and a co-owner granted a security interest in
a 2017 Lincoln MKZ with a VIN ending in ******. The loan was contracted to be
repaid in full in the amount of $6,194.64 on June 21, 2021. On May 21, 2021,
the Complainant refinanced their existing loan of $5,533.00, and borrowed an
additional $2,000.00. The loan was contracted to be repaid in full in the
amount of $8,433.80, on June 22, 2021.
Between June 22, 2021, and March 15, 2022,
the Complainant refinanced their loan on five (5) more occasions, borrowing an
additional $2,599.00 total. The seventh and final refinance was completed on
May 2, 2022, in which the Complainant made a payment of $343.48 to refinance
their loan for the remaining balance of $6,726.45 and borrowed an additional
$1,200.00. The loan was contracted to be repaid in full in the amount of
$8,871.90, on June 2, 2022.
A
review of the payment history on the most recent refinance indicates there were
no payments made on the loan. When the payment was not made on June 2, 2022,
the account entered a past due status and the account was assessed a late fee
of $443.59 on June 13, 2022. On May 21, 2023, the vehicle was repossessed and a
repossession fee of $400.00 was assessed to the account. A Notice to Sell was
sent to the Complainant’s address the same day.
Due
to continued non-payment on June 15, 2023, the vehicle was auctioned in the
amount of $11,800.00. A refund check of the surplus amount resulting from the
auction of $1,734.54 was created on August 24, 2023. TitleMax attempted to
contact the Complainant regarding the refund check but was unsuccessful. On
January 4, 2024, the Complainant picked up the surplus refund check at the
store front.
Regarding
the claim that TitleMax retracted the funds for the surplus check, a review of
records reveals the check posted with our banking institution on January 5,
2024. We could not find any evidence to support the Complainant’s claim. If the
Complainant has evidence to the contrary, we ask documentation to be provided.
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
** *** ***
********** ** *****Initial Complaint
Date:01/12/2024
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.
On 1.8.2024 I spoke to CSR ******** . I sent an email as she instructed to revoke the auto pay on my bank account and debit card on file . I received a response email stating no funds would be taken from my account on 1.12.2024. "We have successfully processed your ACH revocation request. If you are opted in to payment reminders, you will continue to receive payment reminders as a courtesy."
I called customer service again on 1.11.2024 at 12pm to verify no money would be taken from my account. Sierra said she removed my debit card information from my account which applies to all 4 loans and made a note on the system that I will resume my payments 2.2.2024.
I sent another email to customer service on 1.11.2024 to verify no money would be taken from my account because of a prior bad experience I had with CSR Sierra.
At 8pm I received an email stating the ACH has already been processed and there was no way to stop it. I called my bank to freeze my debit card. My bank can't freeze my bank account during non business hours. This means that I could incur hundreds of dollars in non sufficient fund fees.
Business Response
Date: 01/17/2024
January 17, 2024
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID ********
BBB
Dispute Resolution Team:
Thank you for the opportunity to respond
to the complaint filed by **** **** (Complainant). Advance Group Inc., DBA
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 that on January 8, 2024, they spoke to a representative and
then sent an email as they instructed to revoke the autopay on their bank
account and debit card on file. They received a response email stating "We
have successfully processed your ACH revocation request. If you are opted in to
payment reminders, you will continue to receive payment reminders as a
courtesy." and no funds would be taken from their account on January 12, 2024.
They called customer service again on January 11, 2024, at 12pm to verify no
money would be taken from their account. The rep said they removed the debit
card information from their account which applies to all four loans and made a
note on the system that the Complainant would resume their payments February 2,
2024. They also sent another email to customer service on the same day to
verify no money would be taken from their account because of a prior bad
experience with a rep. At 8pm, they received an email stating the ACH had
already been processed and there was no way to stop it. They called their bank
to freeze their debit card. Their bank cannot freeze their bank account during non-business
hours meaning they could incur hundreds of dollars in non-sufficient fund fees.
The Complainant wants the company to give them the time they requested to
continue making payments on their loan. They would like to be reimbursed for
all NSF fees that occurred because of their unnecessary and unexpected actions
in collection of funds.
A review of Rapid Cash records reveals
that on November 1, 2023, the Complainant obtained an Installment Loan online
in the principal amount financed of $750.00. The loan was contracted to be
repaid in five (5) bi-weekly payments of $194.02, beginning November 10, 2023,
and a final payment of $194.05, due January 19, 2024. The Complainant
obtained a second Installment Loan online on November 28, 2023, in the
principal amount financed of $750.00. The loan was contracted to be repaid in
five (5) bi-weekly payments of $198.34, beginning December 8, 2023, and a final
payment of $198.32, due February 16, 2024. The Complainant obtained a third
Installment Loan online on November 30, 2023, in the principal amount financed
of $200.00. The loan was contracted to be repaid in five (5) bi-weekly payments
of $52.31, beginning December 8, 2023, and a final payment of $52.27, due
February 16, 2024. The Complainant obtained a fourth Installment Loan online on
December 6, 2023, in the principal amount financed of $400.00. The loan was
contracted to be repaid in five (5) bi-weekly payments of $113.08, beginning
December 22, 2023, and a final payment of $113.03, due March 1, 2024.
Regrettably,
after reviewing the Complainant's account, the Complainant’s ACH Revoke was
only processed on one loan in error, causing the other three (3) loans to be
collected. To rectify the error, Rapid Cash will waive the surcharge fees,
totaling $75.00. We will also reimburse the Complainant’s NSF fees that were
accrued due to the three (3) transactions that were processed in error, in the
total amount of $75.00. We sincerely apologize for any inconvenience this may
have caused or if this may have resulted in a poor customer experience. Upon
receipt of the complaint, we have revoked the ACH authorization on all of the
Complainant’s loans.
Speedy Cash understands that unforeseen
circumstances may occasionally arise that result in temporary financial
setbacks. Accordingly, Speedy Cash is willing to discuss mutually satisfactory
repayment arrangements in order to assist the Complainant in paying back their
loan. We encourage the Complainant to contact Speedy Cash at ###-###-#### to
discuss a mutually agreeable payment plan.
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: 01/20/2024
[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:01/11/2024
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.
Around 2 - 2 1/2 years ago I took out loan with Easy Money on Clinton Hwy in Tennessee , where I lived for a time. The loan was $200.00 .The next month I paid it off in full plus interest.
At that time I took a loan for the same $200.00 and paid it off in full as I did before. I did this throughout a period of time, each month paying the loan off in full plus interest throughout.My credit limit with them grew to the amount of $400.00 which they offered many times, which I refused many times.
See , I'm 62 years of age and on a fixed income( retired on full disability).
One of my checks is a little over $400.00 per month. I'm at poverty level. I wouldn't take it a $400.00 loan knowing that would be all of one of my checks. I receive 2 checks per month.Around the month of October of 2023 I called to make my $200.00 payment in full, plus interest.
At which time the manager informed me that my payment due was $ 400.00 , plus interest.
I immediately disputed verbally to her. At which time she because very rude and informed me that they could and would take money out of my account whenever they choose to do so.
She proceeded to tell me where I spent all of my first $200.00 but couldn't tell me anything where I spent the next $200.00The manager told me that I called a second time and took out an extra $200.00. Which I did not .
First she stated that I came in the business to get it but when I disputed that statement by telling her " I knew she was lying because I was not living in that state any more and have not been back and that I had a witness to that fact". She then changed her story and said I took it out over the phone. I have a witness that can verify I did not.
I would not have.I am still disputing this at this time and they have attempted to take money which I've disputed each time, although they have managed to get some.
If I had taken out this loan, I would pay it but I did not . Only $200.00 .
I have learned through others including my bank that this business is well known for running scams on the ones who trust them to do business with them.Business Response
Date: 01/18/2024
January 18,
2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to
the complaint filed by ****** ***** (Complainant). Buckeye Check Cashing of Tennessee, LLC DBA Easymoney, 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 have never received a loan for $400 although they
had been approved for that amount. They state that they took out a loan around
2 years ago for $200.00 and paid it off in full before it was due. They state
that they have done this same process several times. The Complainant states
that their credit limit grew to $400.00, which was offered to them, but they
refused. They state that they are on a fixed income and would not take a
$400.00 loan knowing that it would be all of one of their checks. The Complainant
states that in October 2023, they called to pay their loan in full of $200.00
plus interest but was informed that their payment due was $400.00 plus
interest. The Complainant disputed verbally, and the manager became very rude
and informed them that they would take the money out of their account whenever
they chose to do so. The manager proceeded to tell the Complainant where the
first $200.00 was spent and that the Complainant called and took out an extra
$200.00. The Complainant states that the manager changed their story after
being informed that the Complainant was not in the state during the time the
funds were requested. The Complainant states they continue to dispute this, and
any payment attempt as well, claiming if they had taken out this loan, they
would pay it, but they did not, only $200.00. The Complainant is requesting a billing
adjustment.
A review of Easymoney records reveals that on December
23, 2019, the Complainant obtained a Line of Credit with a credit limit of
$100.00 at a storefront in Knoxville, TN, with an initial advance of $100. The
first payment of $108.42 was due on January 04, 2020. The complainant received
two credit increases during the life of the loan. One from $100 to $200 and
another from $200 to $400. They took a draw of $200 on June 30, 2023, and
another draw of $200 on July 7, 2023.
The account entered a past due status after payment was
not made on October 23, 2023. A review of the payment history shows the
Complainant has made five (5) payments in the total amount of $415.82 toward
the outstanding balance. Currently, the Complainant’s outstanding loan balance
is $477.48.
Easymoney
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. We counsel and have our customers acknowledge
in writing the following: AS THIS LINE OF CREDIT HAS A HIGH INTEREST RATE, YOU ARE ENCOURAGED TO
PAY AS MUCH AS YOU CAN EACH MONTH TO REDUCE THE AMOUNT YOU OWE. The
interest rate and interest charges are plainly disclosed on the first page of
the loan agreement. By signing the
agreement, the customer acknowledged their understanding that Easymoney would
earn interest on the balance from the date of
the transaction until paid in full.
In response
to the Complainant’s claim that they had not received the funds on June 30,
2023, they were asked to send in documentation showing they never received a deposit,
but Easymoney has not received any supporting evidence from the Complainant. However, we are
unable to confirm the customer received the funds on June 30, 2023, and have
taken into account the age of the loan, the amount borrowed, and the total
payments received, and as a gesture of goodwill, have decided to waive the
remaining balance. It is important to note that the account is not closed and
is available for future use, but as of the date of this response, the balance
is $0.00. For additional questions or concerns, we encourage the Complainant to contact
Easymoney ###-###-####.
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
** *** ***
********** ** *****Initial Complaint
Date:01/11/2024
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 took out a title loan through Titlemax in Arizona. The maximum interest allowed by statute to be charged on a title loan in Arizona is 17%. Titlemax is charging me 203% APR on the loan which is illegal I'm Arizona. This loan should have been paid off within 6 payments. Instead, I've made about 20 payments and have paid very little in interest on the loan.Business Response
Date: 01/17/2024
January 17,
2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to
the complaint filed by ******
****** (Complainant). TitleMax of Arizona, Inc., 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 that
they took out a title through TitleMax in Arizona and the maximum interest
allowed by statute to be charged on a title loan is 17% but TitleMax is
charging 203% which is illegal. The Complainant claims the loan should have
been paid off within six payments instead they have made about 20 payments and
have paid very little in interest on the loan. The Complainant is requesting no
further contact by the business.
A review
of TitleMax records reveals that on September 21, 2022, the Complainant
obtained a Personal Loan in the principal amount financed of $250.00 at a
storefront in Phoenix, AZ. The Complainant granted a security interest in a
2014 BMW X1 with a VIN ending in ******. The loan was contracted to be repaid
in repaid in 23 semi-monthly payments of $29.99, beginning September 30, 2022,
and a final payment of $21.18, due on September 15, 2023. On June 20, 2023, the
Complainant refinanced their existing loan of $128.50, borrowing
an additional $121.00. The loan was contracted to be repaid in 23 semi-monthly
payments of $24.16, beginning June 30, 2023, and a final payment of $21.62, due
on June 15, 2024.
The
second and final refinance was completed on July 24, 2023, in which the
Complainant made a payment of $47.41 and refinanced their loan for the
remaining balance of $249.50. The loan was contracted to be repaid in 23
semi-monthly payments of $25.59, beginning August 15, 2023, and a final payment
of $25.58, due on July 31, 2024.
At the
time of loan origination and refinance, the Complainant signed a Secondary
Motor Vehicle Finance Registration Loan Contract 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 this agreement, the Complainant acknowledged their
understanding of the terms and conditions of the installment loan.
It is
important to note that Title Max encourages customers to use this product as a
short-term financial solution. The balance may be paid back at any time with no
penalty for early payoff. Further, customers may cancel the agreement by
returning the check by which TitleMax disbursed the loan proceeds or an
equivalent amount of cash to us by the close of business on the
business
day following the date of the agreement. Further, TitleMax ensures that all
fees and interest charged are in compliance with all applicable State and
Federal laws and regulations.
A review
of the payment history on the most recent refinance indicates there have been
four (4) payments made on the loan. The first scheduled payment was attempted
in the amount of $25.59, but was returned on August 17, 2023, causing the loan
to be in a past due status. A payment was made on September 5, 2023, in the
amount of $40.00. The next payment was made on September 14, 2023, in the
amount of $50.00. The last two (2) payments were made in the amount of $51.18
on October 12, 2023, and November 14, 2023. The Complainant currently has a
past due balance of $206.01.
TitleMax
believes that the conditions of the loan were clearly disclosed and finds no
discrepancy or concern in how the transaction was processed. TitleMax strives
for excellent customer service and remains willing to work with you to assist
you in paying back your loan. We encourage the Complainant to call Customer
Service at (800)804-5368 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
** *** ***
********** ** *****Customer Answer
Date: 01/17/2024
Titlemax did nothing to respond to the Complaint other than restating the terms of the original contract. I only extended the contract once online with no explanation that the terms or contract were restarting. I also did not receive any new contract.
Additionally, by their own admission, the contract was for a $250 loan. A payment of $29.99 x 23 payment means that I would pay $689.77 for a $250. That far exceeds 17% interest which is allowed by Arizona law. Contracts have to comply with Arizona law. You cannot randomly choose any interest rate you want. Ive been paying on this loan since September of 2022. I stopped paying because I was never paying principal and never getting anywhere because Titlemax is charging 203% interest. Titlemax also made no attempts to negotiate a settlement. I will be reporting them to the Arizona Attorney General.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Regards,
****** ******
Community Choice Financial, Inc. is BBB Accredited.
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