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:04/04/2025
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.
These people have essentially stolen my vehicle title. I got a title loan in Dec of 2023 and paid that loan off in March 2024. At the time of payoff, the company is SUPPOSED to release the lien they placed on my title and return the title to me. That never happened. Now, a year later, I still have not received my title. I attempted to get another loan and was refused because I did not have the physical title. When I informed them that they are still in possession of my title and was told there was nothing that could be done. There is no one to call and speak to and there is no one to talk to in person about this. So basically, they do not know where my title is and cannot tell me when, or even if, I will get my title back. In addition to this, the lien was NOT released when I paid the loan off so I cannot request a duplicate title from the DMV. So I am basically stuck with no options. This is the absolute worst experience I have ever had getting a loan. The lack of empathy and complete disregard for customer service is astonishing. I will MEVER stop telling people not to waste thier time getting a loan from a company that will not hold up their end of the contract and will make no effort to resolve the issues that they have created for their customers.
Business Response
Date: 04/11/2025
**************
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 never received their title
or a lien release when they paid off their loan. They allege that when they
informed the company regarding this matter, they were informed that nothing
could be done. The Complainant states due to the lack of a lien release they
cannot request a duplicate title. They would like the lien released, the title
returned and a written admission of wrongdoing along with an apology.
SCIL Texas, LLC DBA Speedy Cash is a registered Texas Credit Access
Business (“CAB”) and assists consumers in obtaining loans from willing,
unaffiliated lenders. 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.
A review of Speedy Cash records revealed that on December 13, 2023, a
loan was obtained with TXCSO, Inc. in the amount of $933.00 at a storefront in
Houston, TX. The Complainant granted a security interest in a 2007 Lexus ES 350
with a VIN ending in ******. The loan was contracted to be repaid in five (5) CAB
fee payments of $233.25 due every twenty-eight (28) days beginning December 29,
2023, and a final payment in the amount of $1,206.12 representing the final CAB
payment and principal and lender interest due on May 17, 2024. A review of the
payment history indicates the loan was paid in full online on February 22,
2024.
Contrary to the Complainant’s claim, they did not contact
Speedy Cash after paying the loan in full regarding the vehicle title and lien
release. Our records indicate that April 4, 2025, was the first time the
Complainant contacted Speedy Cash and they were informed that the lien was
released that day. They were also informed that the store was awaiting the
return of the clear paper title after requesting the lien release. Speedy Cash finds the conditions of the transaction were clearly disclosed and
cannot find any evidence of wrongdoing. The store will be in contact with the
Complainant once the title is available to be picked up.
We hope that we have fully
addressed the complaint. Should the Complainant or Better
Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 04/26/2025
I received a call saying it was available to be picked up.Initial Complaint
Date:04/01/2025
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 made a payment arrangement with the cooperate office for March 28th and April 4th. On March 29th after my portion of the payment was made my vehicle was repossessed. When I called the home office today I was informed it was because they hadn't received all of March's payment and they had the option to repossess even though they had made a prior arrangement.Business Response
Date: 04/04/2025
**************
Thank you for the opportunity to respond to the complaint
filed by ******* ******** (Complainant). TitleMax
of South Carolina, 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 made a payment arrangement with the corporate office to
pay on March 28, 2025, and April 4, 2025. However, they paid on
March 29, 2024, and then their vehicle was still repossessed. They claim they
were told it was because they did not pay all of March’s payment. They request
a billing adjustment.
A review of
TitleMax records revealed that on July 1, 2024, the Complainant obtained a loan
in the amount of $7,365.00 at a storefront in Aiken, SC. The Complainant
granted a security interest in a 2017 Mitsubishi Outlander Sport with a VIN
ending in ******. The loan was contracted to be repaid in forty-seven (47)
monthly payments of $1,129.31 beginning August 15, 2024, with a final payment
of $1,122.81, due July 15, 2028.
Payment history
indicates there have been thirteen (13) payments equaling seven (7)
installments made on the loan. Throughout the course of the loan, the
Complainant has been consistently late in making their installments as
scheduled. As of the date of this response, the Complainant is still in default
for the March 2025 payment.
It is important
to note that at the time of the loan origination, the Complainant signed a
Supervised 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. By signing the loan agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
loan.
To address the
Complainant's statement of having a payment arrangement prior to repossession,
on March 24, 2025, the Complainant agreed to a promise to pay of $1,500.00 to
be repaid on or by March 28, 2025. The Complainant did not make a payment on
March 28, 2025, and instead made a payment of only $647.93 on March 29, 2025,
less than the agreed upon amount.
As we believe
that the conditions of the loan were clearly disclosed and cannot find any
evidence of wrongdoing regarding the repossession, no billing adjustment will
be provided at this time. TitleMax strives for excellent customer service and
remains willing to work with the Complainant to assist in paying back their
loan. We encourage them to contact the Customer Preservation team at ###-###-####
as soon as possible to inquire about any repayment options that may be
available to redeem their vehicle and/or personal property.
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
** *** ***
********** ** *****Initial Complaint
Date:03/21/2025
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.
On January 20,2025 i went to speedy cash to cash my check and they cash it for me then 2 weeks later they tell me that my check couldn't be cash that i had to pay them the amount they cash my check for so i gave them back they money after that i ask for my check back they saying that they bank have it they claim they sent a email out to them about giving me back my check i done made complaints about it since January still having gave me my check back so basically they stealing my money and want return it back to me and i do have the receipt that i paid them back they moneyBusiness Response
Date: 03/26/2025
*******************
Thank you for the opportunity to respond to the complaint
filed by ******** ********** (Complainant).
Speedy Cash, a member of
Community Choice Financial® family of brands, appreciates the role
of the Better Business Bureau in resolving consumer concerns. We are happy to
provide this response.
To summarize, the Complainant states they cashed a check,
then two weeks later they were informed the check could not be cashed and
needed the funds returned. The Complainant states they returned the funds and
requested the check back; however, they have not received the check back and
request a refund as a resolution.A review of Speedy Cash records
revealed that on January 4, 2025, the Complainant cashed a check from Core
Personnel Staffing Services, LLC, in the amount of $806.51, at a storefront in Austin,
TX. A check cashing fee in the amount of $20.16 was assessed. The check was
returned to the Company’s bank on January 8, 2025, as it was found the check
had already been presented and negotiated by another financial institution. On
January 20, 2025, the Complainant made a payment in the amount of $836.51
paying the amount owed.The Complainant desires for the
canceled check to be returned to them; however, the check was sent back to the
bank from where it originated. We encourage the Complainant to contact the
check issuer for a copy of the negotiated check.Speedy Cash
finds the conditions of the transaction were clearly
disclosed and cannot find any evidence of wrongdoing. If the Complainant has any
additional questions or concerns regarding their account, we urge them to
contact their local Speedy Cash at ###-###-####.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at ****************************.
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:03/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i went to the speedy cash to pay my balance of 466$, the payment went thru that very same day. a few days later i had a charge for another 466$ come out of my account. i have been given the run around for a refund for about a month now. i am just looking for a refund.Business Response
Date: 03/26/2025
March 26, 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). *************** *** **********************************, 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 visited Speedy **** and paid the $466.00 balance of their loan, however a few days later another charge for $466.00 was processed through their bank account.The Complainant is requesting a refund of $466.26.
*************** is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing, unaffiliated lenders. Speedy **** services the loan but is not a lender in *****. *************** charges a CSO fee in the amount permitted by Texas law.
A review of Speedy **** records revealed that on September 27, 2024, an installment loan was obtained with First Star Financial, LLC in the amount of $270.00, at **********************************. The loan was contracted to be repaid in twelve (12) payments of $70.95, due every other Friday, beginning on October 11, 2024, and a final payment of $70.84, due on March 28, 2025.
A review of Speedy **** records revealed the first payment of $70.95 was received, however when payment was not received on October 25, 2024, the account entered into a past due status. Attempts to contact the Complainant regarding payment were unsuccessful, therefore due to continued nonpayment, an *** was attempted for the full balance of the loan on February 20, 2025. The Complainant visited a Speedy **** storefront that same afternoon and remitted a debit card payment of $466.24. Regrettably, this resulted in overpayment when the payment cleared the ***************** account on March 18, 2025. Speedy **** credited the overpayment of $466.24 back to the Complainant on March 19, 2025.
We sincerely apologize for any inconvenience this may have caused. If the Complainant has any further questions regarding their account, we encourage them to contact Speedy **** at *************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 04/01/2025
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:
************** ******, ******* 23082053 Community Choice Financial, Inc. Apr 1, 2025 2:54 PM Initial Complaint
Date:03/21/2025
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.
Got 2 loan total of 2,500 I am just paying fees of 425 a month just so I can get more time to paid the total I owe I already paid alot of fees and it's adds u to more then what I borrowed why do I still owe the same amount. I have paid 425 for a year I had to stop the payments this year because I could not afford it I am battling cancer and I am disable I am real stressed out because I explain to them that I have already paid what I owed and they just yell at me and argue with me I am not strong enough to have that much stress in my life. I get chemo every 2 weeks.Business Response
Date: 03/26/2025
*************
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 have been paying
the fees of $425 a month just to get additional time to pay and also state to
have paid for a year but they still owe the same amount. They further state
that when they explain this to the company, they receive negative customer
service. The Complainant state they have health issues and had to stop the
payments due to the stress.SCIL Texas, LLC is a registered Texas Credit Services
Organization (“CSO”) and assists consumers in obtaining loans from willing,
unaffiliated lenders. Speedy Cash services the loan but is not a lender in
Texas. SCIL Texas, LLC charges a CSO fee in the amount permitted by Texas law.A review of Speedy Cash records
revealed that on November 3, 2023, a payday loan was obtained with TXSCO, Inc
in the principal amount financed of $1,100.00 at a storefront in Arlington, TX.
The loan was contracted to be repaid in five (5) CAB fee payments of $242.00
due the last day of each month beginning on November 30, 2023, and a final
payment of $1,395.94 representing the principal, lender interest and final CAB
fee payment due on April 30, 2024. That same day the Complainant refinanced
their existing loan online in the amount of $1,100.00, borrowing an additional
$401.00. The loan was contracted to be repaid in five (5) CAB fee payments of
$255.17 due the last day of the month beginning on November 30, 2023, and a
final payment of $1,828.54 representing the principal, lender interest and the
final CAB fee payment due on April 30, 2024.On March 20, 2024, the Complainant
refinanced their loan online on two (2) more occasions, borrowing an additional
$1,299.00 total. During the second refinance requested on March 20, 2024, the
lender changed to First Start Financial, LLC. The last refinance was completed
on August 30, 2024, in which the Complainant made a payment of $535.92 and
refinanced their loan for the remaining balance of $2,500.00. The loan was
contracted to be repaid in five (5) CAB fee payments of $425.00 due monthly
beginning September 30, 2024, and a final payment of $3,046.91 representing the
final CAB fee and principal and lender interest, due February 28, 2025.
A review of the payment history indicates there have been
five (5) payments made on the loan totaling $1,643.75. When the payment was not
made on January 5, 2025, the account entered a past due status. As of the date
of this response, the Complainant’s account currently has a past due balance of
$3,540.63 but that is subject to change due to interest and/or fees that may be
accruing.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. The loan is designed to
be repaid in five (5) monthly payments, however instead the Complainant chose
to refinance their loan on multiple occasions borrowing additional funds. By
signing the loan agreement, the Complainant acknowledged their understanding of
the terms and conditions of the loan.Speedy Cash encourages customers to use this product as a short-term
financial solution and whenever possible, pay off early to avoid accruing
interest. The balance may be paid back at any time with no penalty for early
payoff.
Speedy Cash
believes that the conditions of the loan were clearly disclosed and finds no
discrepancy or concern in how the transaction was processed. Concerning the
narrative of receiving a negative customer experience, Speedy Cash endeavors to
assist our customers with all of their concerns and provide the best service
possible. Speedy Cash strives for excellent customer service and remains
willing to work with the Complainant to assist them in paying back their loan. We
encourage the Complainant to contact our Customer Relations 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 Complaints
** *** ***
********** ** *****Initial Complaint
Date:03/20/2025
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 express my complaint towards Titilemax reguarding misleading, unethical and deceptive practices and unfair nature of the loan term associated with my car title loan.
I borrowed 6782.57, with the understanding that my payments over a five month period would contribute towards repaying the loan principal balance, However i have now realized that my payments have only been applied towards fees and holding a lein on the title rather tha reducing the loan balance.
To date i have paid roughly $3700, yet none of this amount has gone towards reducing reducing the principal loan balance. when adressing the issue with the company i was told the terms were clearly explained and " This is just how we do business"
The lack of transparency and the excessive cost of the loan, potentially totalling over $12,000 Min(if met within 5 months or the loan will start over to financing all over again) from an initial loan of $6782 demonstrates unethical and predatory lending practices which has caused an even more financial burden, when i trusted this company in a time of need and based off of their many 5 star review which i came to realize is also false advertising that is bribed to do by the company before recieving finances from them or a extra $50.
Business Response
Date: 03/26/2025
**************
Thank you for the opportunity to respond to the complaint
filed by ******** ****** (Complainant).
TitleMax of Georgia, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in
resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant alleges that TitleMax is
using misleading, unethical and deceptive practices and that the loan terms are
unethical and predatory. They would like their vehicle and title to be
returned.
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 September 9, 2024, a loan was obtained with First Star
Financial, LLC in the amount of $4,372.00 at a storefront in Houston, TX. The
Complainant granted a security interest in a 2016 Cadillac ATS 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 $733.20 due on
October 9, 2024, followed by three (3) monthly fees and interest payments of
$751.51 beginning on November 9, 2024, and a final payment of $751.51
representing the final CSO fee and $4,554.32 representing the principal and
lender interest due on February 9, 2025.
The Complainant defaulted on their first payment. Due to continued non-payment, the vehicle was recovered
on November 18, 2024, and a repossession fee of $445.00 was assessed to the
account and a Notice of Intent to Sell Property (“NOPTS”) was sent to the
Complainant. The NOPTS informed the
Complainant that they needed to pay the total amount owed for the loan or the
vehicle would be sold some time after December 4, 2024. On December 4, 2024, the Complainant made a
payment of $2,233.08 to redeem the vehicle and refinance their existing loan of
$4,372.00.The loan was contracted to
be paid off over the course of five (5) months with the first fees and interest
payment of $733.20 due on January 3, 2025, followed by three (3) monthly fees
and interest payments of $733.18 beginning on February 3, 2025, and a final
payment of $733.18 representing the final CSO fee and $4,550.75 representing
the principal and lender interest due on May 3, 2025. When the payment was not
made on February 3, 2025, the account again entered a past due status. As of
the date of this response, the Complainant has a past due balance of $1,465.56
but that is subject to change due to interest and/or fees that may be accruing.A review of TitleMax
records revealed that on October 28, 2024, another loan was obtained with First
Financial, LLC in the amount of $6,783.00 at a storefront in Tomball, TX. The
Complainant granted a security interest in a 2020 Mercedes Benz CLA with a VIN
ending in 096132. The loan was contracted to be paid off over the course of
five (5) months with the first fees and interest payment of $1,175.42 due on
November 28, 2024, followed by three (3) monthly fees and interest payments of
$1,137.51 beginning on December 28, 2024, and a final payment of $1,137.51
representing the final CSO fee and $7,062.20 representing the principal and
lender interest due on March 28, 2025. The Complainant also defaulted on the
first payment on this loan. Due to continued non-payment, the vehicle was recovered
on January 4, 2025, and a repossession fee of $445.00 was assessed onto the
account. The Complainant was sent a NOPTS that same day advising the amount
needed to redeem the vehicle or the vehicle would be sold sometime after
January 21, 2025. On January 13, 2025, a payment in the amount of $3,150.00 was
made redeeming the vehicle and refinancing their existing loan of $6,782.07.The loan was contracted to
be paid off over the course of five (5) months with the first fees and interest
payment of $1,251.10 due on February 15, 2025, followed by three (3) monthly
fees and interest payments of $1,137.35 beginning on March 15, 2025, and a
final payment of $1,137.35 representing the final CSO fee and $7,064.92
representing the principal and lender interest due on June 15, 2025.
A review of the payment
history on the most recent refinance indicates there have been no payments made
on the loan. When the payment was not made on February 15, 2025, the account
entered a past due status. Due to continued non-payment, the vehicle was recovered
again on March 18, 2025, and the NOPTS was sent to the Complainant advising that the
Complainant must pay the total amount owed on the loan by April 3, 2025, or the
vehicle would be sold.
At the time of each loan origination and subsequent refinances,
the Complainant signed loan agreements that clearly disclosed the annual
percentage rate, finance charge, amount financed, total of payments and the
repayment schedule in accordance with the Federal Truth-in-Lending Act and
Regulation Z. In addition, in Section 2 of the agreement it states:
“2. Interest; Application of Payments; Prepayment: Interest will accrue
daily on the outstanding principal balance. The interest rate is 9.9500% per
year. Interest accrues from the Loan Date until the Loan is paid in full.
Interest accrues based on the number of days elapsed over a 365-day year [366
days in a leap year]. Lender calculates and charges interest, including
interest on past due principal, under Chapter 302. 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 make all payments
in full on the specified Payment Due Date(s). I will owe less interest to
Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in
full, I will owe more interest to Lender. I may prepay this Loan at any time
without penalty.”Additionally, TitleMax personnel explained the terms and
conditions to the Complainant with access to copies of the same. It is
important to note that the Complainant has obtained multiple loans since 2017. By
signing the agreements, the Complainant acknowledged their understanding of the
terms and conditions of each agreement.Title Max encourages customers to use this product as a
short-term financial solution. The balance may be paid back at any time with no
penalty for early payoff. Further, customers may cancel the agreement by
returning the check by which TitleMax disbursed the loan proceeds or an
equivalent amount of cash to us within three (3) days after the date of the
loan origination.
In response to the Complainant’s allegation of predatory
lending, TitleMax is committed to treating its valued customers in a fair,
honest, and transparent manner and views recovery of a vehicle as a last
resort. TitleMax reasonably ensures that its development, delivery, and
servicing of products will not result in an act or practice that is unfair,
deceptive, or abusive. TitleMax ensures that all fees and interest charged are
in compliance with all applicable State and Federal laws and regulations. TitleMax
believes that the conditions of the loan were clearly disclosed and finds no
discrepancy or concern in how the transaction was processed.
We
believe that the conditions of the loan were clearly disclosed and cannot find
any evidence of wrongdoing, therefore the return of the title and vehicle will
not be provided at this time until the loan is satisfied. For any additional
questions or concerns regarding their account, we urge the Complainant to
contact TitleMax directly at ###-###-####.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 04/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Regards,
******** ******Initial Complaint
Date:03/19/2025
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.
BBB took a complaint over the phone. below is the voice to text voicemail description
My name is ******* *****. My complaint ID number is ********. My contact number is ************. The nature of my complaint is with the title **** **** Shop in *********, *******. I was wrongfully as a customer making my payment and at the end of making my payment I was charged almost $2 ,000 to pay off the title loan. Also I'm asking for billing adjustment and correction on my credit report. Thank you.Business Response
Date: 03/20/2025
March 20, 2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant).TitleMax of *************, DBA TitleBucks, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant alleges they were incorrectly charged almost $2,000.00 to pay off their title loan and is requesting a billing adjustment.
It should also be noted that contrary to the Complainants statement of receiving a loan, TitleBucks operates as a pawnbroker in accordance with Georgia law and does not issue loans.
A review of TitleBucks records revealed that on July *******, the Complainant obtained a **** in the amount of $818.00 at a storefront in *********, **. The Complainant granted a security interest in a *********************************** A73550. The **** was contracted to be repaid in full in the amount of $989.70, due August 25, 2024. On August 23, 2024, the Complainant paid $175.00 to extend the **** an additional thirty (30) days. On August 30, 2024, the Complainant made a payment of $28.50 and refinanced their existing **** of $814.70, borrowing an additional $325.00. The **** was contracted to be repaid in full in the amount of $1,356.13, due September 29,2024.
Between November 1, 2024, and December 27, 2024, the Complainant extended their **** on at least two (2) occasions and also refinanced it on two (2) more occasions, borrowing an additional $600.00 total. The most recent refinance was completed on December 27, 2024, in which the Complainant made a payment of $125.58 and refinanced their existing **** of $1,159.21,borrowing an additional $500.00. The **** was contracted to be repaid in full in the amount of $1,866.61, due January 26, 2025.
The Complainant did not redeem or extend the **** on January 26, 2025; however, the Complainant did pay the **** in full on February ******, which includes an Expired Fee of $82.96, making their total balance owed $1,949.57. Once payment was made, the Complainant was provided with a Notice of Satisfaction of Security Interest.
At the time of **** origination and each refinance, the Complainant signed a **** Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge,amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and **************** addition, the agreement includes notices on Extension and Continuation which states:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date at our discretion. As a condition to extending the Maturity Date,for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****.
It is important to note that TitleBucks encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the proceeds to us by the close of business on the business day following the date of the agreement.
Please note that under a 30-day ****, the expectation is for the customer to pay in full on or before the expiration date. Rather than paying the balance in full, the Complainant elected to pay the outstanding **** shop charges and enter into a new transaction for an additional thirty (30)days, thereby accruing additional charges. The Complainant was also late making their payment, which also caused the **** to accrue additional interest.
Further to the point, the Complainant spoke with the District Director of Operations of the local storefront on March 6, 2025, who explained the **** to the Complainant. TitleBucks believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed or how the payments have been posted. Based on this,no account adjustment will be provided. We encourage the Complainant to call **************** at ************** for any additional questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 03/31/2025
WIRELESS CALLER - Voicemail box 135
Attachments
11:35 AM (2 hours ago)
to me
GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Monday, March 31 2025 11:33 AM
From: WIRELESS CALLER **************
Duration: 58 seconds
Voicemail box: 135
Transcript:
thing. Hi, it's ******* ***** and my complaint ID number is ********. I was calling on regards to better, excuse me, title book. I did read the response back to you all, but I disagree with what she was saying because without any kind of it's their word against mine and I don't want to be back and forth playing these kind of games with them so hopefully we can be able to resolve this issue and move forward with a positive you know way is that's all I'm looking for just telling the issue in a positive way so if you will give me a call back at code **********. **********. Thank you and have a blessed day.Customer Answer
Date: 03/31/2025
My overall complaint and experience with Title Buck **** Store, Store Manager **************; ******* was very unprofessional , No accountability ,No payment receipts accurate was given after payment was received, Not even through email , No Knowledge to what her job is and how to degliently explain to the customer about their account, Very rude , Disrespectfuf, Very Hurtful,lVery Distrubing to my mental health, Very Shady and unquestionably, This is wrong, It needs to be addressed, Thank you, Sincerely Yours ******* Young
Customer Answer
Date: 03/31/2025
I I disagreed on how I was mishandled and mistreated as a loyal customer , Every customer is *********************** to having a receipt after every received payment for their record. Every customer deserves to be treated right and respectful, No store manger who is in charge of a well known growing popular store across the state of ******* suppose to let their customer be confused on not giving them clarity and understanding concerning their account, Every person who holds a title is responsible for making sure their customer is pleased with their service, The service was very poor, My money was received but my spirit was very troubled, It felt like a game, Please help me to find a peaceful resolution to the problem, Thank you for all of your help help, I am so honored, so grateful, so thankful to have you in my life, Sincerely Yours, ******* Young
Customer Answer
Date: 03/31/2025
My prayer ?? is to have a positive and peaceful resolution solving this matter against the Store Manager at theTitle Buck **** and **** ***********************, Thank you, Sincerely Yours, ******* YoungCustomer Answer
Date: 04/02/2025
Respectfully, I need to know why my case is close and why me and ************ wasn't communicating properly over the phone Every time I would reached out to *** *********, I would always get her voice mail, She was never available to speak directly to me, She only made time to speak with me through the BBB notes, That was unfair, We never had a formal conversation, I needed a chance to speak with Ms. ********* over the phone so that she can give me clarity, understanding, help and closure to resolve my issue in a positive respectful way, There is two sides to evey story, Respectfully, I am standing on my truth, Ms. *********, Please give me a call back at your earliest convenience or please have your manager to give me a call back at his or her earliest convenience, Im not giving up until Victory has won,Thank you, Sincerely Yours, ******* YoungCustomer Answer
Date: 04/02/2025
Consumer called BBB stating never received receipts for payments made on the **** / loan. Consumer stated 'this is the law' and feels she was 'robbed' of the addtional monies.Customer Answer
Date: 04/04/2025
Thank you ************ for your response, I do have my bank statements from July 2024 until February 2025, I will submit it to you, I will upload it from here, You will receive it early as Monday morning April 7, 2025, I will give you a call onn Monday morning April 7 2025 to confirm everything , I sincerely Thank you and I sincerely appreciate you so very much ************ , To God Be The Glory for all the great things he is doing ??Customer Answer
Date: 04/07/2025
Ms. ********* I have forward all of my bank statements to Ms.. ***** in the *************************** to give to you, I was unable to send all of my bank statements at once to you through this system, Please give me a call back regarding my complaint and the received of my bank statements, Thank You, ******* *****Customer Answer
Date: 04/08/2025
******* ***** <*****************************************>
Attachments
Mon, Apr 7, 10:02 AM (21 hours ago)
to *****, BBB
please forward these bank statements to Ms. ********* in *************************** regarding to my complaint against Title **********************, These are the request transactions from my bankI made on my account and also these few receipt I had received from the store manager, Please help to assist me with the math , Please give me a call back once my information has been received, Thank You, ******* *****, my date of birth is **********, My last digit of my social is 5261Customer Answer
Date: 04/08/2025
******* ***** <*****************************************>
Mon, Apr 7, 6:49 PM (12 hours ago)
to me
Ms. *********,
These are the requested transactions from my bank made on my account and a few receipts I had received from the store manager at Title **********************, Please assist me with the math , Please give me a call back once my information has been received,
Thank You,
******* *****,Customer Answer
Date: 04/08/2025
******* ***** <*****************************************>
Mon, Apr 7, 6:49 PM (12 hours ago)
to me
Ms. *********,
These are the requested transactions from my bank made on my account and a few receipts I had received from the store manager at Title **********************, Please assist me with the math , Please give me a call back once my information has been received,
Thank You,
******* *****,Business Response
Date: 04/11/2025
April 11, 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 TitleBucks, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant sent transactions from their bank and receipts and would like to know how payments have been applied.
It is important to note that our companys payment process strictly adheres to all relevant law and regulations at both federal and state levels. We have procedures in place to ensure that these standards are consistently followed.
As stated in our previous response, the Complainant acknowledged they received the payment receipts from the store when they requested them per their conversation on March 3, 2025, with the District Director of Operations. Further, we have mailed the receipts to the address on file. Please note that the receipts provided outline how each payment was applied. However, if the Complainant has further questions or needs assistance,we encourage them to visit the local storefront or contact **************** at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Business Response
Date: 04/14/2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
******************** Dispute Resolution Team:
Thank you for the opportunity to respond to the additional information request referencing the
complaint filed by ******* ***** (Complainant). TitleMax of *************, DBA TitleBucks, a
member of Community Choice Financial family of brands, appreciates the role of the Better
*************** in resolving consumer concerns. We are happy to provide this response.
To summarize, the Better Business Bureau states that the Complainant contacted them with
additional information regarding customer service and claims they did not receive receipts for
any of their payments.
It is important to note that our companys payment process strictly adheres to all relevant law
and regulations at both federal and state levels. We have procedures in place to ensure that thesestandards are consistently followed.
Regarding the request for receipts, the Complainant acknowledged they received the payment
receipts from the store when they requested them per their conversation on March 3, 2025, with
the District Director of Operations. Further, we have mailed the receipts to the address on file.
Please note that the receipts provided outline how each payment was applied. However, if the
Complainant has further questions or needs assistance, we encourage them to visit the local
storefront or contact **************** at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business
Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*********, ********Customer Answer
Date: 04/14/2025
Ms.*********, Respectfully I haven't received any receipts from Title **** through mail or email, I asked the store manager to give me a copy of all of my receipts from the beginning of the loan was on July 2024, My first payment on the loan was on August 2024, until The ending of the payoff of the loan February 7, 2025, The few receipts that I have already provided to you was all the printed copies of my receipts that I have received in person from the store manager at Title **** and there wasn't any additional copies of my paid printed receipts given to me, Title **** ****** suppose to generate and save every ransaction, payment history and every customer suppose to get a copy of he or she printed receipts for their records My transaction from my bank statements is all of my receipts I have for my records to show I was honest in all of my payments, Thank you, ******* YoungCustomer Answer
Date: 04/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23081320
I am rejecting this response because:Respectfully I haven't received any receipts from Title **** through mail or email, I asked the store manager to give me a copy of all of my receipts from the beginning of the loan was on July 2024, My first payment on the loan was on August 2024, until The ending of the payoff of the loan February 7, 2025, The few receipts that I have already provided to you was all the printed copies of my receipts that I have received in person from the store manager at Title **** and there wasn't any additional copies of my paid printed receipts given to me, Title **** ****** suppose to generate and save every ransaction, payment history and every customer suppose to get a copy of he or she printed receipts for their records My transaction from my bank statements is all of my receipts I have for my records to show I was honest in all of my payments,
Regards,
******* *****Customer Answer
Date: 04/14/2025
Ms. **************** Respectfully* It was not addressed to send my receipts through the mail* While speaking to the store manager in person* I was told she didn't know how to print me out my receipts* If the store manager is honest* I have provided two different address on my account* I haven't received any mail from Title Buck * There is no communication between me and the store manager* There is no evidence of proof of sending me out all of my receipts through mail* or email * My contact information is accurate on my account which is *************************************** and also PO Box 207 Floral ******************. My email address is *************************** and my cell number is ************. Ms. ********* everything has been provided for you to move forward. Thank You* Sincerely Yours* ******* *****Business Response
Date: 04/18/2025
April 18, 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 TitleBucks, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
As stated in our previous responses, the Complainant acknowledged that they received the payment receipts from the store when they requested them per their conversation on March 3, 2025, with the District Director of Operations. Further, we have mailed the receipts to their PO Box on April 11, 2025. Please note that the receipts provided an outline of how each payment was applied. However, if the Complainant has further questions or needs assistance, we encourage them to visit the local storefront or contact **************** at **************. We have offered all possible solutions to fulfill the Complainants request, and we consider this matter closed.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 04/21/2025
******* ***** called BBB requesting that Comminity Choice advise through response to BBB which PO Box receipts were mailed to, as that was not provided in the business response.
She is currently in *******, and prefers the receipts be mailed to her there at ***********************************************************.
She is also requesting that the receipts also be mailed to her other ********************************
Business Response
Date: 04/24/2025
April 24, 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 TitleBucks, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau (BBB) in resolving consumer concerns. We are happy to provide this response.
To summarize, the BBB is requesting clarification as to which PO Box the receipts were mailed to. The Complainant is currently in ******* and prefers the receipts mailed there but also requests the receipts be mailed to their PO Box in ******* as well.
To address the BBBs concern, the receipts were mailed to the Complainants PO Box in *******. As of April 21, 2025, per their preference, we have also mailed the receipts to their PO Box in *******.
We hope that we have fully addressed the complaint. Should the Complainant or BBB require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 04/25/2025
Consumer called - she will be checking her PO boxes in both places for the receipts.Customer Answer
Date: 04/25/2025
Ms. **************** Respectfully I will wait on the receipts as you instructed me to do, I will follow up with you after receiving the receipts from my currently address here in ******* or at the ********************************** I will give you a call, You can let me know what is the next step, Moving forward, I need clarity and honesty from them, I understand it is a process, They are responsible for their actions , I apologize if I upsetted you earlier, It wasn't on purpose, I am very upset for the way I have been mishandled and for the way I have been mistreated , It is wrong, Thank you for being so patient with me during this process, Everything is going to work out for my good, All is well, Wait on the Lord and be a good courage and he shall strengthen my heart, Sincerely Yours, ******* YoungInitial Complaint
Date:03/14/2025
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.
BBB transcribed from handwritten letter:
To Whom It May Concern,
My name is ***** ***** ( formerl **********) and it has been brought to my attention that Speedy Cash has placed a collections on my account with the balance of $806.00.
I previoulsy paid off my debt in 2021 before I ended up incarcerated until my release early this year in June. I have emails with payment information to prove it was paid. I have tried reaching out to both Speedy Cash and the National Credit Agency to dispute this, but I stopped getting responses.
Included in this letter is my personal information to access my account except my social security number other then the last four. If you need more information, please call: *************.
**********************************
***** C ********** (name account is under)
11/17/1990
Last 4: 9262
Thank you
Business Response
Date: 03/18/2025
March 18, 2025
Better Business Bureau
**************************************
RE:BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** Mccullough ***** (Complainant). Speedy Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims Speedy Cash has placed a collection in the amount of $806.00 on their account. They state they have proof they paid off their debt in 2021.
A review of Speedy Cash records revealed that on July 1, 2021, the Complainant obtained a line of credit with a credit limit of $420.00 online, with an initial advance of $420.00. The first payment of $33.25 was on due July 23, 2021, and a second payment of $66.39 was due on August 06,2021.
Payment history indicates there have been two (2)successful payments made on the line of credit. The scheduled ACH payment was attempted on August 19, 2021, but was returned on August 25, 2021, due to insufficient funds causing the account to enter a past due status.
After continued non-payment, the account was sold to National Credit Adjusters on June 30, 2023. National Credit Adjusters may or may not be the entity reporting the Complainants accounts to the ********************** bureaus. As we are no longer the owner of the account and Speedy Cash is not currently reporting the account to any ********************** bureaus. Any concerns regarding the account, including repayment options, credit reporting, and further disputes should be directed to National Credit Adjusters reachable at *************.
To address the attachments provided with the complaint, further investigation into the account reveals a prior line of credit with a credit limit of $165.00 was obtained by the Complainant on November 20, 2020. A payoff was made on March 17, 2021, and the line of credit was closed on June 3, 2021. It appears the receipts provided by the Complainant were in relation to their first line of credit, not the most recent.
We hope that we have fully addressed the complaint.Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*********,TN 37364Initial Complaint
Date:03/12/2025
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.
In June 2024 I **** my car title to instaloan and always made my payments without any issues
fast forward
on January ******* I paid off my loan and they told me I should expect a call from them in about 2 to 4 weeks for pickup my title in their office
4 weeks passed by and never received a call, I decided to call them to follow up the lady told me they havent received my ****** and to wait until next week
and again I call the following week and this time a *** told me that they was having trouble with my ****** and that he will call me back in 2 days to see what was going on.
3 days passed by I stop at their office and again another excuse they havent received it by this time already passed 6 weeks since I paid it off
then call back again 4 days later and same excuse they dont have it, I told her that this was sound like they lost my ****** and her response was that I can go to the *** and requested myself without having to pay and thats not true because they are the only one that have proof of when the title got sent to them.
Now they refuse to get my ****** back.
Business Response
Date: 03/14/2025
March 14, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by *********************************** ****************************, DBA InstaLoan,a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they paid off their loan and have yet to receive their title. They are worried they may incur a cost to replace the title and request in writing that TitleMax will cover the cost.
A review of InstaLoan records revealed that on June 25, 2024, the Complainant obtained a loan in the amount of $837.82 at a storefront in *****, **. The Complainant and a ***Signer granted a security interest in a 2008 ***** Odyssey with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $883.25, due July 25, 2024. On July 26, 2024, the Complainant made a payment of $160.00 and refinanced their existing loan of $723.93. The loan was contracted to be repaid in full in the amount of $879.86, due August 25, 2024.
Between August 24, 2024, and December 24, 2024, the Complainant refinanced their loan on five (5) more occasions. The final refinance was completed on December 24, 2024, in which the Complainant made a payment of $161.11 and refinanced their existing loan of $723.93. The loan was contracted to be repaid in full in the amount of $884.22, due January 23, 2025. Payment history on the most recent refinance indicates the account was paid in full on January 22, 2025, in the amount of $880.82.
To address the Complainants concern regarding their title, unfortunately, it appears the title was lost in transit. Please note TitleMax is no longer the lien holder and, therefore, cannot apply for the title. If the Complainant incurs a cost for a replacement title, the storefront will fully reimburse the amount upon submission of a receipt from the ****************************
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:03/12/2025
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.
After experiencing financial issues in January of this year (2025), I attempted contacting the local (Brainerd Rd) branch to make payment arrangements for a missed payment on a line of credit. At the time I was able to reach an employee by phone, I was told I was to "let the payment get returned, then contact customer relations."
I have regularly called the local branch and been unable to connect with anyone by phone. I have spoken with the company's customer relations office several times: most recently it was to try and prevent 2 payments from being withdrawn from my account on 2/28/2025, but that still happened.
After an alleged review of my phone call made to the company on 2/27/2025, Speedy Cash was allegedly refunding the $614.27. I was told this would take 3-5 business days, but, as of today (3/12), this has still not happened.
Business Response
Date: 03/14/2025
March 14, 2025
Better Business Bureau
************************************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by **** ******* (Complainant). *********************, DBA Speedy Cash Title, 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 experiencing financial difficulties and have attempted to make payment arrangements for a missed payment, however payments were still withdrawn from their bank account on February 28, 2025. The Complainant claims they were informed they would be refunded $614.37 in 3-5 business days; however, as of March 12, 2025, they still have not received the refund. The Complainant is requesting a refund.A review of Speedy Cash records revealed that on March 6, 2023, the Complainant obtained a Line of Credit with a credit limit of $150.00 at a storefront in ***********, **, with an initial advance of $150.00. The first payment of $16.32 was due on March 31, 2023, and a second payment of $39.55 was due on April 30, 2023. The account entered a past due status after payment was not made on February 7, 2025. The Complainant agreed to a Promise to Pay on February 10, 2025, for the past due balance.
On February 28, 2025, a scheduled payment was made in the amount of $560.74. It is important to note that the Complainant receives periodic billing statements indicating the next minimum payment due, therefore the Complainant was advised of the scheduled payment when they received their periodic billing statement on February 12, 2025. On March 1, 2025, the Promise to Pay was broken due to nonpayment; therefore, collections activity commenced as permitted by law. A collection payment of the past due amount of $614.27 was made. As of the date of this response, the Complainants account currently has a balance of $2,403.37 but is subject to change due to interest and/or fees that may be accruing.
At the time of loan origination, the Complainant signed a Speedy Cash Line of Credit Disclosure, and Account Agreement that clearly discloses the annual percentage rate in accordance with the Federal Truth-in-Lending Act and **************** addition, the Complainant also signed a Optional Loan Payment Authorization that states:
Scheduled Payments on the Loan: We may initiate electronic payments on the above Payment Card and/or the above Bank Account to seek scheduled payments on the Loan ("Scheduled Payments") on the dates set forth in the Note's payment schedule, or as reflected in your periodic billing statement (if applicable), or in some cases at later times-for example, the day after a holiday or weekend when the payment would otherwise be due, the day after a courtesy payment deferral expires or the day we resolve an unforeseen technological issue such as the unavailability of our ACH processor.
By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement.
Speedy Cash finds the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, however as a one-time courtesy a refund of the past due payment of $614.27 was initiated on March ******. Please note that it may take up to fourteen (14) days for the refund to process. If the Complainant has any additional questions or concerns regarding their account, we urge them to contact Speedy 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,
BSG Consumer Complaints
PO Box 550
*******************
Community Choice Financial, Inc. is BBB Accredited.
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