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
- 437 total complaints in the last 3 years.
- 135 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:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My first transaction was on September 24, 2024. I have an open loan with TitleMax in the amount of $4949. 37 and the payment back amount is $5,790. TitleMax charges$29 dollars a day for interest. Their interest rates are too high.
I was told by one of the representatives that I am not allowed to make a payment while I am in another state because each state different taxes, which makes no sense at all. TitleMax is located in many states.
I travel for my work, and I was not told this when I first got the loan in September 2024. I was told that I need to ask a neighbor, friend, etc to create an account by downloading the app and have them to make a payment for me. This is a HIPPA violation. This would give them access to all of personal information and also allow them to know that I have this loan. I do not tell people my personal business.
Business Response
Date: 05/30/2025
May 30,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant).TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they have an open loan with TitleMax, and the interest rate is too high. They state they were told that they are not allowed to make payment while in another state. In addition, they allege they were told to have a third party create an account using their information and claim this is a HIPAA violation. They request a billing adjustment.
It should be noted that contrary to the Complainants statement of receiving a loan, TitleMax operates as a pawnbroker in accordance with Alabama law and does not issue traditional loans. Under a **** transaction,the entire balance of the **** becomes due in thirty (30) days. However, to the extent they chose not to pay the amount in full, they could, at a minimum, pay any outstanding charges and interest to either refinance the **** and enter into a new agreement or extend the existing transaction.
A review of TitleMax records revealed that on April 27, 2024,the Complainant obtained a **** in the amount of $2,500.00 at a storefront in ******, AL. The Complainant granted a security interest in a 2016 Chevrolet Cruze with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,899.75, due May 27, 2024. On May 31, 2024, the Complainant made a payment of $453.05 and refinanced their existing **** of $2,500.00. The **** was contracted to be repaid in full in the amount of $2,899.75, due June 30, 2024.
Between July 1, 2024, and May 29, 2025, the Complainant refinanced their **** on fourteen (14) more occasions, borrowing an additional $4,164.00 total. The most recent refinance was completed on May 29, 2025, in which the Complainant made a payment of $1,037.11 and refinanced their existing **** of $4,949.37. The **** is contracted to be repaid in full in the amount of $5,790.27, due June 28, 2025.
At the time of **** origination and upon each refinance, the Complainant signed a **** Ticket & 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 **************** signing this agreement, the *********** acknowledged their understanding of the terms and conditions of the ****.
To address the Complainants claim that they were told they were unable to make a payment while out of state, unfortunately, while payments can be made while out of state, the online portal will not give an option to refinance the **** and sign the agreement. Once the Complainant is back in the state of **** origination, the Complainant may make a payment to refinance their existing ****. Regarding their claim of being told to have a third party create an online account for them, we found no evidence to corroborate this claim or any violations of HIPAA.
TitleMax believes that the conditions of the pawns were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Therefore, a billing adjustment will not be granted at this time, and the Complainant will remain bound by the terms of the agreements they have signed. Should the Complainant have any further questions regarding their account we encourage them to contact TitleMax at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 06/10/2025
From: ****** ****** <*********************************>
Date: Mon, Jun 9, 2025 at 4:36 PM
Subject: Complaint against Title Max
To: ******************************************* <*******************************************>
Hello, I just received this email, and no one has tried to contact me via phone. The contract issue with ****** *** has not been resolved,
complaint #********. My name is ****** ******.Business Response
Date: 06/16/2025
June 16,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ****** ****** (Complainant). TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that no one has contacted them via telephone and that their contract issue has not been resolved.
We have thoroughly investigated this matter and consider it closed until we receive new information. If the Complainant has further questions about their account, they may contact **************.
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 Protection
PO Box 550
*******************Customer Answer
Date: 06/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23374821
I am rejecting this response because: I have not heard anything from the business and my issues have not been resolved.
Regards,
****** HortonBusiness Response
Date: 06/20/2025
June 20,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ****** ****** (Complainant). TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant still claims that their issues have not been resolved, and they have not heard from the business.
As stated in our previous response, we have thoroughly investigated this matter and consider it closed until we receive new information. If the Complainant has further questions about their account, they may contact **************.
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 Protection
PO Box 550
*******************Customer Answer
Date: 06/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23374821
I am rejecting this response because: Title Max has not reached out to me in regard to this matter. I have not been in contact with anyone from their offices. I have reached out to the ************************ and the ********************************** and I waiting upon their response to see if they could assist in resolving this matter. the interest rate on my account is still being charged $29 per day and I have paid over the amount almost every time I have made an appointment. This business is a rip off and makes it impossible for consumers to pay off their title loans.
Regards,
****** ******Initial Complaint
Date:05/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for a loan, I got approved for the loan. During this process they had my information and I was never able to change or edit banking information. Assuming this would be after I signed and that they would check the bank account to make sure it is active, I went through the process.
There was never a verification of the bank account they had on file, but the loan was processed. Immediately I checked into this and they had account information of a checking account that has been closed for 6 months. I called to resolve and was told not to worry, the funds would be sent back if it is an inactive account.
I called today because I am receiving emails and calls about payment. I called customer service again and they said they still have not received the money back. But still have not done a check to see that the account is inactive, which is a part of any loan process.
I was told today I needed to make the payment on the loan I never received.
Business Response
Date: 05/30/2025
May 30,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant).Buckeye Check Cashing of ***********, DBA **** 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 says when they were approved for a loan and never given the option to change their bank information. They assumed it would be verified after signing, however once processed they noticed that the bank information was from a closed account. When they called to resolve the issue, they were informed the funds would return if the account were inactive,but they are receiving calls and emails about the payment.
Buckeye Check Cashing of ********** *** **** Central is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders. Speedy **** services the loan but is not a lender in *****. **** Central charges a CAB fee in the amount permitted by Texas law.
A review of **** Central records revealed that on May 12, 2025, a payday loan was obtained with First Star Financial, LLC in the principal amount financed of $200.00 online at *******************. The loan was contracted to be repaid in full in the amount of $256.49 on May 23, 2025. A review of the payment history indicates there have been no payments made on the loan. When the payment was not made on May 23, 2025, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due status with a balance of $286.49 but that is subject to change due to interest and/or fees that may be accruing.
It is important to note that during the online loan application, the Complainant has to review the application information before proceeding with the loan request. Our records indicate that the loan was successfully funded to the bank account provided on the application. In addition, On May 13, 2025, the Complainant contacted **** Central advising of the wrong bank information, and they were informed to wait for the funds to return and to call back to update their bank information. On May 22, 2025, **** Central informed the Complainant that they are still responsible for the loan. Should the Complainant continue to claim otherwise, they are encouraged to provide a bank statement from the bank account provided on the application, showing the date of the funding in question to ************************************.
************ believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any other questions, we encourage them to contact **** Central directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I honestly dont get why SPEEDY CASH is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: ******** Amount Disputed: $0Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** Peace (Complainant). ********* 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 is requesting that the credit reporting for Speedy Cash be removed as the debt is not theirs.
A review of Speedy Cash records revealed that on August 18, 2021, an installment loan was obtained in the amount of $355.00 online at ******************************. The loan was contracted to be repaid in twelve payments of $51.56 every other Thursday beginning August 26, 2021, and a final payment of $51.43 on February 10, 2022.
A review of the payment history indicates there has been one payment made on the loan. When the payment was not received on September 9, 2021, the account entered into a past due status. Due to continued non-payment the account was sold to National Credit Adjusters on November 30, 2022.
National Credit Adjusters may or may not be reporting the Complainants accounts to the ********************** bureaus. Given the claim of fraud, we have requested the credit inquiry initiated by this transaction be deleted from the Complainants credit report.Please note, it may take up to 90 days for the deletion request to be reflected.
Speedy Cash recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. As we are no longer the owner of record of the account, we urge the Complainant to direct their identity claim to National Credit Adjusters, reachable at ************* for a proper investigation to occur.
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. Helpful tips concerning Identity Theft may be found on the ************************'s website at ********************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:05/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 25, 2025 I ********* ******* went to Instaloan of Lakeland,FL to refinance my autoloan. I paid a total amount of $1,200 which cleared a past due balance, leaving a remainder to go toward my future payment. I signed my refinance agreement in store and was provided a receipt of confirmation. Approximately, three days later, I received a call from an employee of InstaLoan by the name of ********* stating that my signature and agreements had been voided due to a system error that the company had and that I would need to come back in to resign. Due to my work profession I was unable to drive over 100 miles within the timeframe that was needed. I discussed with ********* and she advised me as long as I had a receipt that reflected the date and amount of the payment, that my refinance contract would remain valid and my vehicle would not be repossessed. On May 6th my vehicle was repossessed and I was demanded to pay $2,008.05 or my vehicle would be placed in auction and sold. I called and spoke with ********* to inquire about her initial statement of me being protected and my car being safe. She specifically told me that there wasn’t anything she could do and I needed to pay full balance. Although , at no fault of my own, and due to InstaLoan system issue my refinance contract was voided, which caused an incorrect reflection of me being over 100 days past due. Even though I had already paid what I owed plus extra to go toward my future payment. I have been wronged and inadvertently missed out on pay due to not having my vehicle and really need some assistance. I don’t know what to do.Business Response
Date: 05/20/2025
**************
Thank you for the opportunity to respond to the complaint
filed by Jondarius
Burnham (Complainant).
TMX Finance of Florida, Inc., DBA InstaLoan, a member of Community Choice
Financial® family of brands, appreciates the role of the Better
Business Bureau in resolving consumer concerns. We are happy to provide this
response.
To summarize, the Complainant states their refinance was
voided due to a system error and that they were asked to re-sign. They claim the
vehicle was repossessed despite being told it would not be if they were unable
to come in and sign. They state they were told nothing could be done due to the
error with their refinance contract being voided and request a refund.
A review of InstaLoan records revealed that on January 29,
2024, the Complainant obtained a loan in the amount of $1,742.41 at a
storefront in Lakeland, FL. The Complainant granted a security interest in a
2015 Dodge Charger with a VIN ending in ******. The loan was contracted to be
repaid in full in the amount of $1,809.90, due February 28, 2024. On February
28, 2024, the Complainant made a payment of $235.15 and refinanced their
existing loan of $1,574.75. The loan was contracted to be repaid in full in the
amount of $1,804.09, due March 29, 2024.
Between March 6, 2024, and December 18, 2024, the Complainant
refinanced their loan on eight (8) more occasions, borrowing an additional
$655.00 total. The most recent successful refinance was completed on December
18, 2024, in which the Complainant made a payment of $349.00 and refinanced
their existing loan of $2,228.79. The loan was contracted to be repaid in full
in the amount of $2,430.34, due January 17, 2025.
Payment history on the most recent successful refinance
indicates there were two (2) payments made on the loan. When the payment was
not made on January 17, 2025, the loan entered into a past due status. On March
25, 2025, the Complainant made a payment and attempted to refinance their
remaining balance, however, the refinance failed and was subsequently voided.
InstaLoan notified the Complainant and provided ample opportunity to visit the
storefront to complete the refinance, but the Complainant failed to do so. Since
the Complainant did not visit the storefront to complete the refinance or make
any other payment, the vehicle was recovered on May 6, 2025. On May 14, 2025,
the Complainant made a payment of $2,008.05 which paid off the account and
redeemed their vehicle. An electronic lien release was submitted on May 16,
2025.
Should the Complainant have any additional questions or
concerns regarding their account, we encourage them to call our Customer
Service department directly at ###-###-####.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** ***
********** ** *****Initial Complaint
Date:05/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I processed a loan with Titlemax on 5/05/2025 and they collected $50 for the purpose of applying to the state of Illinois for a lien on my vehicle. They never applied for the lien and even though the contract states they collected the fee and paid it to the "Secretary of State", they never applied for the lien and refused to refund the amount to me.Business Response
Date: 05/14/2025
*****************
Thank you for the opportunity to respond to the complaint
filed by ******* ******** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a
member of Community Choice Financial® family of brands, appreciates
the role of the Better Business Bureau in resolving consumer concerns. We are
happy to provide this response.
To summarize, the Complainant states they processed a loan
with TitleMax on May 5, 2025, and a lien fee of $50.00 was collected. They
state TitleMax never applied for the lien, therefore they feel they are owed a
refund.
A review of TitleMax records revealed that on May 5, 2025,
the Complainant obtained a loan in the amount of $4,350.00 at a storefront in
St. Louis, MO. The Complainant granted a security interest in a 2005 Lexus RX
330 with a VIN ending in ******. The loan was contracted to be repaid in
thirty-five (35) monthly payments of $677.48 beginning June 19, 2025, with a
final payment of $676.60, due May 19, 2028. Payment history indicates that the
Complaint paid the balance of $4,392.88 on May 7, 2025.
At the time of loan origination, the Complainant signed a
Consumer Installment Loan Agreement, Promissory Note 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. It is also important to note
that a TitleMax employee also explained the terms and conditions to the
Complainant. In addition, the agreement contained notices regarding Right to Cancel,
however, records do not reflect that the Complainant attempted to rescind the
loan.
As stated in the signed agreement regarding Right to
Cancel:
“I may cancel this Note, without
cost, no later than the close of business on the first business day after the
Loan Date, by returning the Loan proceeds to Lender at the store at which I
obtained the Loan. Upon the timely cancellation and return of the Loan
proceeds, Lender will credit my account for any accrued interest and cancel the
Loan. If I do not cancel this Note in compliance with this Section 6, the Loan
and this Note remain in full force and effect.”
By signing the agreement, the Complainant acknowledged their
understanding of the terms and conditions of the agreement. Due to the
Complainant not rescinding the loan within the above-mentioned timeframe, the
note remained in full effect including the lien filing fee of $50.00.
TitleMax believes the conditions of the loan were clearly
disclosed and finds no evidence of any wrongdoing, therefore no refund will be
provided. The Complainant may contact TitleMax directly at ###-###-####. for any other questions or concerns regarding
their account.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** ***
********** ** *****Customer Answer
Date: 05/14/2025
The contract states the $50 was to be paid to public agency for purposes of a lien, this process was never completed and ******* is no entitled to those funds.
:
Regards,
******* ********Business Response
Date: 05/21/2025
*****************
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by *******
******** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a
member of Community Choice Financial® family of brands, appreciates
the role of the Better Business Bureau in resolving consumer concerns. We are
happy to provide this response.
To summarize, the Complainant states TitleMax is not entitled
to the $50.00 lien filing fee.
After a second review, it was confirmed that the lien application
had not yet been submitted at the time the Complainant paid off the loan, as
the payoff occurred shortly after the loan’s origination. However, we have
determined that the Complainant will be issued a refund check for $50.00 that
will be mailed to the address on file.
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 Protection
** *** ***
********** ** *****Customer Answer
Date: 05/21/2025
I accept their offer for the refund and regretfully realize that they are only doing this to settle the BB complaint and unfortunately will probably continue in there unfair practices, especially if the feel like the location general manager who told me “That’s their money”! And said it like they could care less what it was to be used for.
Regards,
******* ********Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally file a complaint against TitleMax, located in San Angelo, TX 76903, regarding a title loan I took out and paid off earlier this year.
On February 20, 2025, I obtained a title loan from this location. I paid off the loan in full on February 26, 2025. I was told my vehicle title would be mailed back to me via certified mail from their Big Spring, TX office.According to their records, it was shipped on March 25, 2025. However, I never received the title.
I went to the local post office to inquire and was told that certified mail should have tracking information. When I contacted TitleMax, I was informed that their certified mail does not have tracking, which I found confusing.I called TitleMax again on April 17, 2025, and they stated they would send me a lien release form instead. I never received it.
Today, on May 8, 2025, I made a third call requesting the lien release form again. This has become a frustrating and time-consuming issue that is preventing me from retrieving or replacing my vehicle title properly.
I am requesting the BBB’s assistance in resolving this matter.I would like TitleMax to promptly provide the lien release form or assist in recovering my original title so I can move forward with obtaining a clean copy from the Texas Department of Motor Vehicles.
Thank you for your time and help.Business Response
Date: 05/14/2025
May 14, 2025
Better
Business Bureau
1169
Dublin Road
Columbus,
OH 43215
RE: BBB Complaint ID 23305395
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 they
have repaid their loan, however their title has not been returned. The
Complainant is requesting their title or a lien release form.
TitleMax of Texas,
Inc., DBA TitleMax is a registered Texas Credit Services Organization (“CSO”)
and assists consumers in obtaining loans from willing, unaffiliated lenders.
TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO
fee in the amount permitted by Texas law.
A review of
TitleMax records revealed that on February 20, 2025, a title loan was obtained
with First Star Financial, LLC in the amount of $1,487.00 at a storefront in
San Angelo, TX. The Complainant granted security interest in a 2008 GMC Sierra
1500 with a VIN ending in ******.
The loan was
contracted to be paid off over the course of five (5) months with the first
fees and interest payment of $316.92 due on March 28, 2025, followed by three
(3) monthly fees and interest payments of $268.49 beginning on April 28, 2025,
and a final payment of $1,819.52 for the final CSO fee, interest, and principal
balance due on July 28, 2025. On February 21, 2025, the Complainant refinanced
their existing loan of $1,487.00. The loan was contracted to be repaid in full
in the amount of $2,612.50 on March 28, 2025. A review of the payment history
on the most recent refinance indicates the loan was paid in full on February
25, 2025.
TitleMax mailed
the title to the address on file on March 28, 2025, via United States Postal
Service with a Certificate of Mailing; however the Complainant indicated they
did not receive it. TitleMax mailed a lien release and the title to the address
on file on May 8, 2025, via United States Postal Service with a Certificate of
Mailing.
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
Protection
** *** ***
********** ** *****Initial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Refuse to change my payment date and order for me to make my payments more successfully they are trying to steal my car because they want me to fail that payments nor can you ever pay down the interest rate. The only way I can move my payment date I was told by an employee named ****** that I would have to pay my interest.
I've paid back this loan plus more and still this loan amount never changes and all I've asked was to move a simple payment date with an absolutely of refusal.
This company is extremely greedy I do not understand why my loan amount is not going down nor why I cannot make a payment date change to be more successful on paying off this low.
This company should be sued
Business Response
Date: 05/09/2025
May 9,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****
(Complainant). TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their request to change their payment date was refused. They also claim their loan balance is not going down. They are requesting a billing adjustment.
A review of TitleMax records revealed that on June 21, 2024, the Complainant obtained a loan in the amount of $2,050.00 at a storefront in *******, **. The Complainant granted a security interest in a 2000 ****** Xterra with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $323.84 beginning July 25, 2024, with a final payment of $323.79, due July 25, 2026. On December 19, 2024, the Complainant made a payment of $63.18 and refinanced their existing loan of $1,831.53 borrowing an additional $506.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $368.06 beginning January 23, 2025, with a final payment of $367.94, due December 23, 2026.
The second and most recent refinance was completed on January 31, 2025, in which the Complainant made a payment of $127.30 and refinanced their existing loan of $2,337.53, borrowing an additional $150.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $393.01 beginning March 6, 2025, with a final payment of $393.18, due February 6, 2027.
Payment history on the most recent refinance indicates there have been seven (7) payments made on the loan, although the Complainant elected to pay their scheduled payment amounts in partial payments. When the payment was not made on May 6, 2025, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due balance of $393.01 to bring the account current but is subject to change due to interest and/or fees that may be accruing.
At the time of the loan origination and each refinance, the Complainant signed a *************** 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. It is also important to note that a ******** employee explained the terms and conditions to the Complainant. By signing the contracts, the *********** acknowledged their understanding of the terms and conditions of the loans.
To address the Complainants statement of the balance not decreasing, as outlined in the signed agreement under the section titled Interest;Application of Payments; Prepayment:
Interest will accrue daily on the outstanding principal balance. The interest rate is ********% per year (which is based on a monthly rate of *******%). Interest accrues from the Loan Date until the first to occur of (a) the Loan is paid in full, and (b) the day that is 90 days after the final Payment Due Date. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest, including interest on past due principal, under Arizona Revised Statutes ****** et seq. If any finance charge or other fee is held invalid,the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I pay all installments in full on the Payment Due Dates. I will owe less interest if I pay early or prepay. If I pay late or do not pay in full, I will owe more interest. I may prepay this Loan at any time without penalty. Interest as used in this Contract means the secondary motor vehicle finance rate for purposes of Arizona Revised Statutes ****** et seq.
The loan is a simple interest installment loan designed to be paid off over a specified term period. At the beginning of the loan, interest takes up the majority, if not all, of the payments made. As time progresses,more of each payment is applied to the principal, if paid as scheduled.Interest also accrues on a daily basis on the unpaid principal balance of a loan. If a customer pays late, additional interest accrues, and if a customer pays early, more of the payment applies toward the principal balance.Accordingly, the Customer will achieve principal reduction if their payment is timely and/or large enough to satisfy the accrued interest on the account. The Complainant chose to refinance and borrow additional funds on several occasions,entering into a new contract instead of paying down the balance.
Regarding their request for a due date change,unfortunately, the due date cannot be changed once the loan is finalized.However, should the Complainant be unable to pay on the scheduled due date,TitleMax will accept the Complainant's payment up to nine (9) days late without assessing a late fee. Please note, additional interest may accrue due to this.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no wrongdoing or concern in how the transaction was processed, therefore a billing adjustment will not be provided. ******** ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations. Should the Complainant have any further questions regarding their account we encourage them to contact their local TitleMax at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid off my loan. I have a notarized and signed and dated letter stating my lien is released. They will not release t electronically. I am not able to modify my registration or title without that electronic release. No one in the business knows how to do that or how to contact anyone that does.Business Response
Date: 05/12/2025
May 12,
2025
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 23294999
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint
filed by ***** ******** (Complainant).
Check into Cash of Idaho, 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 they paid off their loan
and have a notarized lien release but are not able to modify their registration
unless the lien is released electronically.
A review of Check Into Cash records revealed that on January
12, 2022, the Complainant obtained a loan at a storefront in Nampa, ID. The
Complainant granted a security interest in a 2015 Chevrolet Impala with a VIN
ending in ******. Payment history indicates the Complainant paid off the
account in full on February 16, 2022.
To address the Complainant’s request to have the lien
released, it appears that a notarized lien release was previously provided to
the Complainant. However, we have submitted an electronic lien release as of
May 9, 2025.
Should the
Complainant have any other questions, we encourage them to contact Check Into
Cash directly at ###-###-####.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** ***
********** ** *****Initial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They sent me a letter saying I have to pay them ******* in 10 days if not they will get me arrested I did report to my employer for my check that was stolen from my post office boxBusiness Response
Date: 05/08/2025
May 8, 2025
Business Bureau
**********************************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant). California Check Cashing Stores, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims they received a letter asking for payment within ten (10) days or they will be arrested. The Complainant further alleged their check was stolen from their post office box and denied they cashed the check.
A review of California Check Cashing Stores records revealed that on September 21, 2024, the Complainant cashed a check from State of California, in the amount of $2,268.96, at a storefront in **************, **. A check cashing fee in the amount of $68.07 was assessed. The check was returned on April 25, 2025, and the account assessed a $25.00 Return Check Fee, which brought the total amount owed to $2,293.96.
On April 29, 2025,a letter was sent to the Complainants address on file informing them of the $2,268.96 check returning and providing a 10-day notice to pay the balance, payment methods that were acceptable, or the option to call in for payment arrangements. In addition, the letter stated that in 10 days the item may be turned in to the police department if the balance is not paid.
California Check Cashing Stores investigated the allegations made by the Complainant and confirmed that at no time was the Complainant threatened with criminal charges or jail. California Check Cashing Stores has policies and procedures in place to ensure its commitment to treating its valued customers in a fair, honest, and transparent manner. California Check Cashing Stores reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair,deceptive, or abusive.
California Check Cashing Stores recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Accordingly, the Complainants account has been forwarded to our ************************* and the Complainant has been provided with an Identity Theft packet via the email address provided on their complaint which includes 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 Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection Group
PO Box 550
*******************Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a title loan with ******** located at ********************************************************************, Someone hacked into my account and borrowed $800 online, my previous balance was about $600 plus interest, the business is refusing to take my regularly scheduled payment of $158.54, however I was able to make a payment today 5/5/25 for $160, the business has told me they are investigating this matter, but the business is expecting me to pay $2055.08 and my car is up for repossession,
I have provided a bank statement, notarized fraud affidavit, and police report, and they are not excepting any of this, I just want my account corrected to the balance that I actually owe.
Business Response
Date: 05/09/2025
May 9,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by *** ******* (Complainant).TitleMax of **************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states someone hacked into their TitleMax account and borrowed $800.00 online. They also claim TtleMax is refusing to take their regular scheduled payment of $158.54. They are requesting a billing adjustment.
A review of TitleMax records revealed that on January *******, the Complainant obtained a loan in the amount of $270.50 at a storefront in ********, **. The Complainant granted a security interest in a ************************************** ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $57.01 beginning March 3, 2025, with a final payment of $57.12, due February 3, 2027. On February 1, 2025, the Complainant made a payment of $21.33 and refinanced their existing loan of $270.50, borrowing an additional $270.50. The loan was contracted to be repaid in twenty-three (23) monthly payments of $109.68 beginning March 3, 2025, with a final payment of $109.05, due February 3, 2027.
On February 6, 2025, the Complainant made a payment of $104.00 and refinanced their existing loan of $454.78, borrowing an additional $325.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $156.35 beginning March 6, 2025, with a final payment of $158.24,due February 6, 2027. The third and most recent refinance was completed online on February 14, 2025, in which a payment of $41.00 was made, the existing loan of $779.78 was refinanced, and an additional $863.00 was borrowed. The loan was contracted to be repaid in twenty-three (23) monthly payments of $298.62 beginning March 14, 2025, with a final payment of $298.95, due February 14,2027.
At the time of loan origination and each refinance, a Consumer Installment Loan Agreement, Promissory Note and Security Agreement was signed 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.
Payment history on the most recent refinance indicates there have been two (2) payments made on the loan. When the payment was not made on March 14, 2025, the account entered into a past due status, and a First Notice of Default and Right to Cure was mailed to the address on file on March *******. The Complainants account would enter a past due status a second time when the scheduled April 14, 2025, payment was not made. As of the date of this response, the Complainants account currently has a past due balance of $217.24 to bring the account current but is subject to change due to interest and/or fees that may be accruing.
To address the Complainants Identity Theft claim as well as the documents they provided, an Identity Theft claim was previously initiated,and the Complainant was sent an Identity Theft packet to complete an investigation into their claim. All documents required were received and an investigation was completed into their claim which resulted in being dismissed for insufficient evidence on May 6, 2025. The Complainant was mailed the result of the investigation, which also included instructions if they wished to rebut our findings.
TitleMax understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks such that making timely payments are difficult. Accordingly, TitleMax is willing to discuss mutually satisfactory repayment arrangements in order to assist the Complainant in paying back their loan. We encourage the Complainant to call our *************************** directly at ************** to discuss repayment options.
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 Protection
PO Box 550
*******************
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