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
- 447 total complaints in the last 3 years.
- 136 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:07/06/2023
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.
On June 2,2023 I went into Buckeye check cashing to pay on my title loan which I pay bi-weekly which is a different amount each time, the loan was for $700 which started in 2019, the clerk said they changed their system so this time when I pay it goes to the amount owed and the interest and gave me the info that I should of known about because at one point they stopped giving me receipts
so i'm trusting them cause I thought they were helping me so I get home and start thinking what the (word rejected) was I paying no where in the paperwork does it say I was only paying the interest and the clerks always gave different amounts that I was paying on and never the progress about the amount owed going down
i'm a simple person I was happy they helped me when I needed it but now I don't know something not right I've taken out a title loan at a different company and they break it down the info about the loan and when it ends and so forth
I should of been more difficult and questioned things you know I thought they were helping me live I paycheck to paycheck I'm thinking that if in the future I might need them again but never again I need your help I know i'm not the only one in this someone is scamming and they are trying to cover it up they have a high turn overrate always different clerks all the time
I held back a payment until I find out but i'm gonna pay it because they are harassing me with threats of collections the paperwork I do have the information is all over the place and after 4 years of this I want to be done with this I've payed them over the amount I owe over and over again and still and once again the little people get the shaft and the printout and with that sorry info she gave it shows that I owe 26 more payments I need your help please I'm stuck with this and i'm tired of getting ripped off.
Business Response
Date: 07/13/2023
*******************
Thank you for the opportunity to respond to the complaint
filed by ***** ****** (Complainant). CheckSmart,
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 were told the system was changed
so that payment goes to the amount owed and the interest. They claim they are
no longer being given receipts. They
also claim they are being harassed with threats of collections. They are
requesting the title to their vehicle and for no more payments.
A review of CheckSmart’s records shows, on June 16, 2023, the
Complainant refinanced their existing title loan for the amount of $776.97 at a
storefront in Tucson, AZ. The loan was contracted to be repaid in 26 bi-weekly
payments of $64.53 beginning on June 30, 2023, and ending on June 14, 2024. The
Complainant granted CheckSmart a security interest in a 2010 Ford Fusion with
VIN ending in ******.
It is important to note that each time the Complainant
refinanced their loan, the Complainant was provided with a loan
agreement that clearly disclosed the annual percentage rate, finance charge,
amount financed, total of payments and the repayment schedule in accordance
with the Federal Truth in Lending Act and Regulation Z. By signing the loan
agreement, the Complainant acknowledged their understanding of the terms and
conditions of the loan. We can find no evidence or indication of any wronging
in the processing of the loan transactions.
In the interest of goodwill, we
have waived the remaining balance and the loan is now paid in full. Should the Complainant have additional
questions or concerns, we encourage them to contact CheckSmart directly at ###-###-####.
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 [email protected].
Sincerely,
BSG – Consumer Complaints
PO Box 550
Cleveland, TN 37364Initial Complaint
Date:07/06/2023
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 took out a loan (********) in the amount of $305.00 on 5/31/2023. I have taken out several loans with Speedy Cash and I've even recommended people to Speedy Cash. The people I have recommended always get promo codes to get money off of their loan. I, on the other hand have never received a promo code and I'm the one who recommended these people.
Nevertheless, this isn't the reason for my complaint. I just wanted to express how much of a loyal customer I have been to Speedy Cash but now I will be cutting ties after this incident.
So, my due loan due date was 6/20/2023 as I extended it out a few more days. I ended up having dental work and couldn't pay the $360 on 6/20/2023. So, I called to make a payment arrangement for July 7th, 2023. I was told this date was fine and that they would update the system with this date. I wouldn't be able to pay the prior Friday which was yesterday (6/30/2023) because I had important bills to pay so I set it to the next Friday which was 7/7/2023.
Well, I get a notification that the money was taken out my account on 6/30/2023 which I did not consent to. I called today to be transferred to the department that set up my payment arrangement only to be told that a supervisor stated they have to wait 24-48 hours for some type of investigation and that's all they can do for me today!
Wow, this is ridiculous and how loyal customers are treated? I have bills due now but was told they could do nothing for me and that I had to wait. I was told another option would be taken out another loan which I do not feel I should have to pay an additional fee for taking out another loan when you all messed up and took out the payment a week ahead of the scheduled payment arrangement.
You all didn't have the decency to waive the fees for an additional loan. I have been doing business with you all for years and I feel something else could have been done to resolve this matter you all caused. I'm not pleased and will no longer do business with you all.
Business Response
Date: 07/11/2023
********************
Thank you for the opportunity to respond to the complaint
filed by ******* ******* (Complainant). SCIL Inc. dba Speedy Cash, a member of
Community Choice Financial® family of brands, appreciates the role
of the Better Business Bureau in resolving
consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they took out a loan
for $305.00 with Speedy Cash on May 31, 2023. They state they called Speedy
Cash to make a payment arrangement for July 7, 2023, and were told the system
would be updated with the new due date. However, the Complainant claims money
was taken out of their account on June 30, 2023. They called Speedy Cash but
were told to wait 24-48 hours for an investigation. They are requesting fees to
be waived in order to resolve this matter as they have been doing business with
Speedy Cash for years.
A review of Speedy Cash’s records shows, on May 31, 2023,
the Complainant obtained a payday loan with Speedy Cash online at www.speedycash.com in the principal amount
of $305.00. The loan contracted was to be repaid in one payment of $360.00 due
on June 16, 2023. The Complainant contacted Speedy Cash June 7, 2023, to extend
their loan due date to June 20, 2023. On June 19, 2023, Speedy Cash honored and
promptly updated the Complainant’s request for an ACH revoke.
However, when payment was not received on the due date, the
account went into past due status. Thereafter, collection activities commenced
as permitted by law. On June 22, 2023, the Complainant called Speedy Cash to
schedule a one-time payment of $360.00 due on July 7, 2023. A review of the
payment history shows a debit card payment was made in the amount of $360.00 on
June 30, 2023.
Regrettably, after reviewing the Complainant's account, the
agent scheduled the Complainant’s payment date in error causing the payment to
be debited early. To rectify the error, Speedy Cash will issue a refund for the
$55.00 finance charge. We will send the refund via check to the address
provided in the complaint. We sincerely apologize for any inconvenience this
may have caused or if this may have resulted in a poor customer experience. If
the Complainant has any further questions regarding their refund or loan
account, we encourage them to contact Customer Relations directly at
###-###-####.
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,
*** * ******** **********
** *** ***
********** ** *****Customer Answer
Date: 07/14/2023
I accept the business's response to resolve this complaint as the business has stated they will refund me of the finance fee of $55 via a mailed check. I appreciate the business for responding in an an appropriate timeframe and with a suitable resolution.
Regards,
******* *******Customer Answer
Date: 07/28/2023
************
Yes, this matter is resolved. Thank you once again.
Thanks for your time,
******* *******
I'm not sure why I was told that there was no record of a refund check on my account. Yesterday, I did indeed get the refund check. Sorry, for the confusion and inconvenience.
Thank you,
******* *******Initial Complaint
Date:06/27/2023
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’m not liable for this debt with SpeedyCash, I do not have a contract with SpeedyCash, they did not provide me with the original contract as I requestedBusiness Response
Date: 06/30/2023
Thank you for the opportunity to respond to the complaint
filed by ***** ******* (Complainant).
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 claims they are not liable for
the debt with Speedy Cash. The Complainant states he does not have a contract
and Speedy Cash did not provide the original contract as requested. They are
requesting the debt be removed from their credit report.
A review of Speedy Cash records shows that on January 13,
2020, the Complainant obtained a Virginia Flex Line of Credit online with Speedy
Cash at www.speedycash.com with a credit limit of $400. An initial advance of
$400 was accessed with monthly payments due on the Complainant’s pay date beginning
February 14, 2020. The first payment was due in the amount of $39.67 on
February 14, 2020, with the second payment of $130.41 due March 13, 2020. At
loan origination, the Complainant signed a Promissory Note acknowledging their
understanding of the terms and conditions of the loan.
On March 18, 2020, when the second payment was not received,
the loan went into default status and collection activities commenced as
allowed by law. Speedy Cash attempted to contact the Complainant about the
outstanding balance but was unsuccessful.
Due to continued nonpayment, on December 31, 2022, the
account was sold to National Credit Adjusters. This may or may not be the
entity reporting the Complainant’s accounts to the credit bureaus. As we are no
longer the owner of record and Speedy Cash is not
currently reporting the account to any credit bureaus, questions or
concerns regarding the account should be directed to ******** ****** ********** ***, reachable at ###-###-####.
In response
to the Complainant’s allegation that Speedy Cash has failed to validate a debt
owed, a review of our records reveal Speedy Cash sent a copy of the loan
documents via email on January 13, 2020. There are no records of a second
request for documents made by the Complainant.
We submit
that we have found no evidence of any wrongdoing in the handling of the
Complainant’s debt validation request, and we are confident that we have fully
complied with all federal and state laws.
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,
*** – Consumer Complaints
**** ******* **** ****
******* ** *****Initial Complaint
Date:06/16/2023
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 small personal loan of $500 from speedy cash in aug 2022. I paid $72.61 every other week, on time, until my final payment on Feb 3, 2023 which was $72.68, as was outlined per the contract I signed. They closed my account on Feb 4, 2023 and reported it as “paid in full- satisfied”. Then, over 3 months after my final payment, they suddenly attempt to charge my debit card for $70.87. I look up my online account with them and it now says “in default”. Which I certainly am not now nor was I ever. They’re still showing on my credit report as closed and that every payment was made on time and that I owe % of the loan. They tried two more times to debit my card without my permission. They have been sending me emails asking me to pay them money that I DO NOT OWE THEM. I paid my loan in full on time as per our agreement. They are basically trying to steal more money from me by threatening me that I’m somehow in default on this closed loan. I have sent them emails telling them to stop contacting me and to stop trying to charge my card. I have sent correspondence showing that my account is indeed closed and was paid in full on Feb 3, 2023. They are still sending me emails attempting to extort money from me that I do not owe.Business Response
Date: 06/27/2023
*******************
Thank you for the
opportunity to respond to the complaint filed by ****** ****** (Complainant).
SCIL Inc. 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 took out a small Speedy Cash loan in the amount of
$500.00 in August 2022. They claim they paid $71.61 every other week on time
until their final payment on February 3, 2023, for $72.68 as per the contract they
signed. They state the account was closed on February 4, 2023, and reported as
“paid in full- satisfied.” The Complainant claims 3 months after their final
payment, Speedy Cash attempted to charge their debit card for $70.87 and their
account is now showing as “in default.” They state their credit report still
shows as closed with every payment made on time and Speedy Cash further attempted
to debit their account two more times. The Complainant also states Speedy Cash
has been sending them emails asking for money they do not owe. They state their
loan has been paid in full and on time and that Speedy Cash is trying to steal
money from them by threatening them with the default status on a closed loan.
The Complainant states they have sent email correspondence showing that their
account is closed and paid off in full on February 3, 2023, as well as requests
to stop contacting them and to stop charging their card. The Complainant
requests that Speedy Cash no longer contacts them.
Upon review of
Speedy Cash records, on August 11, 2022, the Complainant obtained an
installment loan online at ********** ******** for the amount financed of $500.00.
The loan was contracted to be repaid in 11 bi-weekly payments of $72.61 beginning
August 19, 2022, with a final payment of $72.68 due on February 3, 2023.
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 Regulation Z. Additionally, the Complainant also signed an Optional Loan
Payment Authorization and Optional Payment Card Authorization that authorizes
and instructs Speedy Cash to initiate an ACH or debit card payments on the loan
due dates, or in the event of default, to collect the outstanding loan balance.
A review of the
payment history shows that the Complainant made 11 payments toward their
outstanding balance. On February 4, 2023, the Complainant made a payment of
$70.87, fully paying off their loan. However, on May 17, 2023, the final
payment of $70.87 was returned as the result of a charge back, restoring the balance
and resulting with the account being placed in a past due status. Thereafter,
collection activities commenced as allowed by law. On May 26, 2023, a $70.87 debit
card payment was attempted but declined. The attempted debit card payment was
authorized by the signed loan agreement and the Optional Loan Payment
Authorization that authorized Speedy Cash to initiate an EFT, ACH or card
payment in the event of default. The Complainant also the signed Optional
Payment Card Authorization which states:
Authorization
for Collection Payments. We want you to know that the payment cards
identified above (the “Payment Cards”) are currently associated with your
Account. By signing this OPCA, you agree that we may initiate electronic
payments on any of these Payment Cards to collect non-scheduled payments on any
of our Loan(s) to you, including: (1) any past due amount; (2) any returned
item (“RI”) fee (not applicable in Tennessee); or (3) the balance due after
maturity or after we declare the entire balance due.
We submit there was
no unauthorized payment taken from the Complainant’s account. It is important
to note that customers are never required to repay a debt through electronic
payments. On May 29, 2023, a payment revoke was processed on the account in
response to the ACH revoke email the Complainant sent. Further, as requested by
the Complainant, the account has been notated to no
longer be contacted by Speedy Cash effective June 26, 2023.
Speedy Cash
understands that unforeseen circumstances may occasionally arise that result in
temporary financial setbacks such that making timely payments are difficult.
Accordingly, Speedy Cash is willing to discuss mutually satisfactory repayment
arrangements in order to assist you in paying back your loan. We encourage you
to call our Customer Relations Department at ###-###-#### to discuss
repayment options.
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,
*** – Consumer
Complaints
** *** ***
********** ** *****Customer Answer
Date: 07/05/2023
[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,
****** ******Initial Complaint
Date:06/12/2023
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.
My husband and I both have a Flex loan with Check into Cash and our experience has been absolutely horrible. We both have available funds and have not been able to withdraw the amounts we have available.
I have called the customer service number several times over the past months, get transferred to so many departments, get promised callbacks, get hung up on. It has led me in circles. Heaven forbid we just wanted to pay it off or something. But we are in need of borrowing on what we have put in. This seems illegal.
We have called even our local stores and they have been trying to call for us and they are confused by the horrible customer service.
i uploaded a screenshot of what happens of what it does for both my husband and I online. I would like your IT Team to fix this please and to get a better routing area in toyr customer service because this is unethical.
Business Response
Date: 06/21/2023
Thank you for the opportunity to respond to the complaint
filed by **** ***** (Complainant).
Check Into Cash of Tennessee,
Inc. d/b/a Loan By Phone (LBP), 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 and their husband have
a Flex loan with Check into Cash and their experience has been horrible. They
state they both have available funds but have not been able to withdraw the
amounts available. They claim they have called the customer service number
several times over the past months but would get transferred to so many
departments, get promised callbacks, and get hung up on. They state they are in
need of borrowing on what they have put in. They claim this seems illegal. They
also claim they have called local stores for help but are also confused by the
horrible service. They are requesting the IT team fix their account and to be
contacted by the business.
A review of our records shows, on December 2, 2021, the
Complainant obtained a line of credit with LBP online with a credit limit of
$800.00 with an initial cash advance of $150.00. By signing the Flex Loan Plan
Disclosure and Account Agreement, the Complainant acknowledges they have read,
understand, and agree to all the disclosures and terms of the line of credit
agreement.
In response to the Complainant’s concern about the inability
to initiate a cash advance on their line of credit, unfortunately, due to the Complainant’s account being hosted in a retired
Point of Sale system, they were unable to make a cash advance. In reviewing our
records, it appears the Complainant recently visited our storefront in
Kingsport, TN to convert their current line of credit from the retired point of
sale system to the new system. As a result, they are now able to initiate cash
if they have the available credit. We apologize for any inconvenience this may
have caused.
Regarding the alleged poor customer service that the
Complainant received while attempting to address their concern, we sincerely
apologize for this experience. We have promptly forwarded the Complainant’s
feedback to the appropriate department to address the issue and ensure that
appropriate measures are taken to improve customer service.
We
hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we
may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 06/22/2023
I accept the business's response to resolve this complaint. All I ask is perhaps that their customer service associates be better trained on the knowledge and maybe for their retired website to have a label on it for others that did not know it was retired.
Regards,
**** *****Initial Complaint
Date:06/11/2023
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.
On 18 April, 2023, Speedy Cash at **** * ***** **** in Wichita Kansas sent an credit inquiry in my name. This attempt to acquire credit did not come from me and is identity theft. I would like to know how the person attempted to get credit from this establishment and pictures and/or documentation for the police report.Business Response
Date: 06/21/2023
*****************
Thank you for the opportunity to respond to the complaint
filed by ***** ******* (Complainant). SCIL Texas LLC Dba Speedy Cash, a member
of Community Choice Financial® family of brands, appreciates the
role of the Better Business Bureau in resolving
consumer concerns. We are happy to provide this response.
To summarize, the Complainant states, on April 18, 2023,
Speedy Cash Wichita Kansas sent a credit inquiry in the Complainant’s name.
They claim this attempt to acquire credit did not come from them and is
identity theft. They would like to know how the person attempted to get credit
from this establishment and pictures and/or documentation for the police
report.
SCIL Texas, LLC DBA Speedy Cash is a registered Texas Credit
Access Business (“CAB”) and assists consumers in obtaining loans from willing,
unaffiliated lenders and services the resulting loans. Speedy Cash services the
loan but is not a lender in Texas. Speedy Cash charges a CAB fee in the amount
permitted by Texas law.
Speedy Cash’s records indicate that a credit application was
submitted online at www.speedycash.com using the Complainant’s non-public
personal information on April 18, 2023. Speedy
Cash recognizes the seriousness of identity theft and has extensive measures in place to help mitigate
the fraudulent use of unlawfully obtained data. After a thorough investigation, it
appears that the Complainant's nonpublic information had already been
compromised before they applied for a loan with Speedy Cash, allowing the
perpetrator to use enough of the Complainant's compromised non-public
information to initiate a credit inquiry with the credit bureaus. It is
important to note Speedy Cash had no knowledge of this compromise, as the perpetrator
was able to provide the Complainant's nonpublic information.
Fortunately,
due to our strict underwriting criteria, no loans were underwritten in the
Complainant’s name. Given the claim of fraud, we have requested the credit
inquiry initiated by the application submitted to Speedy Cash be deleted from
the Complainant’s credit report. Please note, it may take up to 90 days for the
deletion request to be reflected. We have also
forwarded this account to our Identity Theft department for investigation and
will be in contact with the Complainant.
Speedy Cash strongly urges any consumer who suspects that
their information has been compromised to report such incidents to all
applicable law enforcement agencies and take all possible precautions to secure
their personal identification and financial information. Should the Complainant
have additional questions or concerns, they are encouraged to call Speedy Cash
Fraud Department at ###-###-####.
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,
*** – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:06/05/2023
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 am not aware of this account. I have reached out to TRANSUNION Credit Bureau, and with NCA (Original Creditor: 01 SPEEDYCASH) to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from TRANSUNION Credit Bureau. Thus, I am reaching out to seek assistance to have NCA (Original Creditor: 01 SPEEDYCASH) confirm that I have no account with them and that the TRANSUNION Credit Bureau can simply remove it from my credit report.Business Response
Date: 06/13/2023
Thank you for the opportunity to respond to the complaint
filed by ***** ****** **** ****** (Complainant). Galt Ventures, LLC., Dba Speedy
Cash, a member of Community Choice Financial® family of brands,
appreciates the role of the Better Business Bureau in
resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they have reached out
to Transunion Credit Bureau regarding an account with ******** ****** *********
(NCA), a loan that originated with Speedy Cash, to have the Complainant’s
account removed from their file. They state they filed this as an outcome of
identity theft and are not aware of the account. They claim there is no action
from Transunion Credit Bureau and therefore, the Complainant is reaching out to
seek assistance to have NCA confirm that the Complainant has no account with
Speedy Cash. They are requesting the account be removed from their Transunion
credit report.
A review of Speedy Cash’s records reflects on April 7, 2022,
the Complainant obtained a loan with Speedy Cash online at www.speedycash.com
in the principal amount financed of $255.00. The loan contracted was to be
repaid in one payment of $300.00 due on April 27, 2022. The loan was disbursed
in cash at a storefront in Lakewood, CA, where the Complainant’s identity was
verified by presenting a California issued driver’s license.
On May 3, 2022, when the Complainant’s payment in the amount
of $300.00 returned due to insufficient funds, the Complainant was charged a
surcharge fee of $15.00, and the account went into past due status. Thereafter,
collection activity commenced as allowed by law. Speedy Cash attempted to
contact the Complainant to assist with repayment but was unsuccessful. On
August 2, 2022, the outstanding loan was placed with an unaffiliated
third-party debt collection agency, ** ***** ******** ********* **** Due to
nonpayment, on March 13, 2023, the account was sold to National Credit
Adjusters reachable at ###-###-####.
Speedy Cash
recognizes the seriousness of identity theft and has extensive measures in
place to help mitigate the fraudulent use of unlawfully obtained data. An
initial investigation into the claim of fraud using the information on the
account did not reveal any basis in which to conclude that the loan obtained in
the Complainant’s name is the result of fraud.
If the Complainant is claiming
they are a victim of identity theft, an investigation into the claim is
necessary. Accordingly, the Complainant’s account has been forwarded to our
Identity Theft department, where they will be provided with an identity theft
packet containing instructions for pursuing a claim of fraud and the documents
necessary for an investigation.
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,
*** – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:05/24/2023
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 applied for a loan with Speedy Cash Online. I have accepted the loan and signed all the agreements. I paid the loan off on 3/3/23. I have overpaid on the loan. I have an overage of $362.50. I called them, and they stated that they would reimburse the remaining overage. I called a week later, and they stated that they will issue a check, and I should receive it by 4/7/23. I have never received the check. I called them on 4/15/23, and they stated that would have to get with accounting and see where my check was sent. I continued to call multiple times and they stated I needed to go to a local store. I went to a local store and the local store stated they cannot do anything, they are investigating the issue. I still have not heard back when I will receive my money.Business Response
Date: 06/01/2023
Thank you for the opportunity to respond to the complaint
filed by ****** ******* (Complainant). SCIL Texas LLC Dba Speedy Cash, a member
of Community Choice Financial® family of brands, appreciates the
role of the Better Business Bureau in resolving
consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they overpaid their loan by $362.50 on March 3, 2023. They
claim they called Speedy Cash regarding the overage and were told that Speedy
Cash would reimburse the remaining overage. They state they called a week later
and were told they should receive a check by April 7, 2023. They claim they never
received the check. They also claim they were told to go to a local store, but
the store was unable to help the Complainant. The Complainant is requesting a
refund check.
SCIL Texas, LLC DBA Speedy Cash is a registered Texas Credit
Access Business (“CAB”) and assists consumers in obtaining loans from willing,
unaffiliated lenders and services the resulting loans. Speedy Cash services the
loan but is not a lender in Texas. Speedy Cash charges a CAB fee in the amount
permitted by Texas law.
As brief background, Speedy Cash’s records reflect, on
September 17, 2022, the Complainant obtained a loan with Ivy Funding Ninety Six, LLC online at www.speedycash.com in the principal amount financed
of $1,250.00. The loan was contracted to be repaid in 11 semi-monthly CAB Fee payments
of $350.00 beginning October 1, 2022, and a final payment of $1,661.30
representing the principal, lender interest and final CAB fee payment due on March
15, 2023. A review of the payment history shows the Complainant made 11
payments toward their outstanding balance paying off the loan in full.
After reviewing the Complainant's account, we have confirmed
that an overpayment was made on March 3, 2023. We sincerely apologize for the
delay in processing the Complainant’s overpayment refund and for any
inconvenience this may have caused or if this may have resulted in a poor
customer experience. We have mailed a check in the amount of $362.50 to the
address provided in the complaint. If the Complainant has any further questions
regarding their account, we encourage them to contact Customer Relations at
###-###-####.
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,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 06/11/2023
I Have been told numerous times, since April when I have called to return the over payment funds, that the check would be sent in the mail. Two months later, I get the same response. Can you please clarify to me when I would expect to receive my funds. Remember, this account has been overpaid for over 2 months and I am still waiting on the check. I will close out the complain when I have clarification when I will receive my overpaid funds
Regards,
****** *******Initial Complaint
Date:05/23/2023
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.
Loan By Phone opened a fraudulent account (********) in my name without properly identifying the applicant. I found out when it showed up on my credit report in July 2017 when I promptly reported it as Identity Theft to the three Credit Reporting agencies. Loan By Phone then sent the fraudulent account (********) to ***** ******** *** *or collection on 03/31/2018 and I again disputed the account and reported it as Identity Theft.
Now Loan By Phone has once again sent the fraudulent account (********) to **** for collections on or about 04/10/2023 for which I am again disputing as Identity Theft.
I have tried contacting Loan By Phone multiple times at the number ###-###-#### listed on their corporate website ****************, but it always goes directly to a recorded message saying call back during "normal" business hours.This company is obviously fraudulent themselves if the never answer the phone and have no way of submitting complaints online.
To further back my claim that Loan By Phone failed to properly validate the identity of the applicant, they listed the contact email as "*********************" which is probably even a fake email address and is not even close to my name. I also had a couple unrelated phone numbers removed from my credit report which were probably also a result of this fraudulent account.I would like for Loan By Phone to close account (********) as fraudulent Identity Theft and withdraw the account from collections with both ***** ******** *** and **** *o restore my credit rating.
Business Response
Date: 05/26/2023
Thank you for the opportunity to respond to the complaint
filed by **** ****** (Complainant). Loan By
Phone of Texas, LLC Dba Check Into Cash, a member of Community Choice
Financial® family of brands, appreciates the role of the Better
Business Bureau in resolving consumer concerns.
We are happy to provide this response.
To
summarize, the Complainant states Loan By Phone opened a fraudulent account in
their name without properly identifying the applicant. They claim they found
out when the account showed up on their credit report in July of 2017 and
promptly reported it as identity theft to the three credit reporting agencies.
They state once again, Loan By Phone has sent the fraudulent account to credit
reporting agencies for collections on or about April 10, 2023. They claim they
have tried contacting Loan By Phone multiple times but goes directly to a
recorded message saying call back during "normal" business hours.
They also claim that Loan By Phone failed to properly validate the identity of
the applicant. They are requesting Loan By Phone to close the account as
fraudulent identity theft and withdraw the account from collections.
A review of our records revealed, on
July 17, 2017, a loan was obtained with ***** ********* **** ******** *** online in the principal amount financed of $500.00 using the Complainant’s
personal identifying information. On July 22, 2017, the Complainant refinanced
their existing loan for the principal amount financed of $500.00. Loan By Phone
of Texas, LLC Dba Check Into Cash is a registered Texas Credit Access Business
(“CAB”) and assists consumers in obtaining loans from willing, unaffiliated
lenders and ******** the resulting loans. Check Into Cash ******** the loan but
is not a lender in Texas. Check Into Cash charges a CAB fee in the amount
permitted by Texas law.
On August 23, 2017, when payment was returned,
the account went into past due status. Thereafter, collection activities
commenced as permitted by law. Check into Cash attempted to contact the
Complainant in an effort to assist with repayment but was unsuccessful. Due to
nonpayment, on April 3, 2018, the loan was sold to ***** ********* ***. This
may or may not be the entity reporting the account to the credit bureaus.
Check
Into Cash recognizes the seriousness of identity theft and has extensive
measures in place to help mitigate the fraudulent use of unlawfully obtained
data. Accordingly, we have forwarded the Complainant’s account to our Identity
Theft department and will be in contact with the Complainant. As we are no
longer the owner of record of the account, we also urge the Complainant to
direct their identity claim to ***** Services
directly at ###-###-#### for a proper investigation to occur.
It
is important to note Check Into Cash has not attempted communication with the Complainant
regarding this account since its date of sale and reassignment. Any
communications received concerning the account subsequent to April 3, 2018, do
not represent Check Into Cash nor exist at Check Into Cash’s initiative.
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,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 05/31/2023
I am rejecting this response because:
Check Into Cash/Loan By Phone reported a "fraudulent" account in my name to the Experian credit rating agency (CRA) and thus should be bound to the guidelines in the attached FTC_Notice_To_Furnishers document which states the furnisher (Check Into Cash/Loan By Phone) should report "correct" information to the CRA. This was account was reported as identity theft but the business sent the account to a debt collector and never reported the correct information to the CRA.
"Duty to Correct and Update Information
If at any time a person who regularly and in the ordinary course of business furnishes information to one or more
CRAs determines that the information provided is not complete or accurate, the furnisher must promptly provide
complete and accurate information to the CRA. In addition, the furnisher must notify all CRAs that received the
information of any corrections, and must thereafter report only the complete and accurate information. Section
623(a)(2).
Duties After Notice of Dispute from Consumer
If a consumer notifies a furnisher, at an address specified by the furnisher for such notices, that specific information
is inaccurate, and the information is, in fact, inaccurate, the furnisher must thereafter report the correct information
to CRAs. Section 623(a)(1)(B).
If a consumer notifies a furnisher that the consumer disputes the completeness or accuracy of any information
reported by the furnisher, the furnisher may not subsequently report that information to a CRA without providing
notice of the dispute. Section 623(a)(3)."I have already contacted ***** ********* *** to request they correct the information but feel that Check Into Cash/Loan By Phone has the same responsibility to notify the debt collector (***** ********* ***) and all three CRAs before I will consider this matter resolved.
Regards,
**** *******Initial Complaint
Date:05/12/2023
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.
On March 20th Speedy Cash approved a loan in my name without verifying my identity! They did not require proof they just transfered the funds and know are saying I am responsible. I have filed a police report and sent the report to speedy cash fraud department. They are stating it is my job to prove it was not me! I have never applied or received funds from ANY load place like this. Please help me get this loan off my name and credit! I am attaching the police report and my bank statement as proof it was not me!Business Response
Date: 05/16/2023
***********************
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 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 Speedy Cash approved a
loan in their name without verifying their identity. They claim Speedy Cash did
not require proof they just transferred the funds. They have filed a police
report and sent the report to Speedy Cash fraud department. They claim Speedy
Cash is stating it is the Complainant’s job to prove it was them. They also
claim they have never applied or received funds from any loan place like this.
They are requesting the account be removed from their credit and a billing
adjustment.
As a brief background, Speedy Cash’s records reflects on
March 21, 2023, the Complainant obtained an installment loan online at www.speedycash.com in the principal amount
financed of $750.00. The loan contracted was to be repaid in 47 semi-monthly
payments of $61.66 beginning April 25, 2023, and a final payment of $62.94 due
on April 10, 2025. The loan was funded via ACH. By signing the loan agreement,
the Complainant acknowledges that they are provided with a copy of the loan
agreement and further acknowledges that they have read, understand, and agree
to all of the disclosures and terms of the loan. A review of the loan payment
history shows the Complainant made one payment toward the loan.
Speedy Cash
recognizes the seriousness of identity theft and has extensive measures in
place to help mitigate the fraudulent use of unlawfully obtained data. It
is important to note Speedy Cash has a robust verification process in
place designed to establish an applicant’s identity as well as variety of ways
to combat fraud applicants attempt to receive credit via online channels.
Accordingly, the Complainant’s
account was forwarded to our Identity Theft department for investigation. After
a thorough investigation, the Complainant’s claim of identity theft has
resulted in insufficient evidence to confirm identity theft. Our Identity Theft
department will contact the Complainant regarding the result of the identity
theft investigation.
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,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 05/17/2023
I sent in my bank statement showing the funds were not deposited into my account. Speedy cash refuses to supply the banking information where the funds were deposited for police to investigate. They have not provided me any agreement signed with my signature. I also got no response from them after sending in my bank statement and the fraud department had no phone number for me to contact only an email address!
Regards,
****** *********Business Response
Date: 05/26/2023
*********************
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 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
response because they sent in their bank statement showing the funds were not
deposited into their account. They claim Speedy Cash refuses to supply the
banking information where the funds were deposited for police to investigate. They
also claim they have not provided them with any agreement signed with their
signature. They also claim they haven’t received a response from Speedy Cash
after sending in their bank statement and the fraud department had no phone
number for them to contact.
A review of records shows, on May 19, 2023, our Identity
Theft department contacted the Complainant via e-mail that Speedy Cash had been
able to verify the Complainant’s identity and validate their claim of identity
theft. Accordingly, the Complainant’s account with Speedy Cash has been closed
as confirmed identity theft. If the Complainant has any further questions or
concerns, we encourage them to contact Speedy Cash’s Identity Theft department
or Speedy Cash Fraud Department at ###-###-####.
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,
*** – Consumer Complaints
** *** ***
********** ** *****
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