Business Profile

Check Cashing Services

Community Choice Financial, Inc.

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 Complaint

The 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:03/10/2025
Type:Billing Issues
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 name is ******* **** I want to file a formal complaint against TitleMax they picked up my vehicle on Sunday March 2nd I've been calling and trying to locate and pick up my vehicle since Monday March 3rd they seem to can't locate the vehicle because every day they're giving me a run around or seeing the vehicle's going to be delivered or it's already here where it was supposed to be and then giving me a number to where the vehicle was supposed to be and these people not have in my vehicle
I'm trying to pay off the loan and retrieve my vehicle and then they can't find my vehicle they towed it from where from the mall and they can't seem to find it so I can pay for it and retrieve it
I have personal effects in there such as my daughters and nebulizer I take my kids to school and doctor's appointments and my mother's in the hospital and my husband took off all week because I have no vehicle from work so on top of I'm losing money they won't they won't even take my money I owe for the vehicle and give me my vehicle back
Business Response
Date: 03/11/2025
***************

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 states their vehicle was picked
up on March 2, 2024, and they have been calling in attempt to locate the
vehicle since March 3, 2024. They want to pay off the loan but are unable to
find their vehicle. They request their vehicle back and 25% off their loan.

It should also be noted that contrary to the Complainant’s
statement of receiving a “loan,” TitleMax operates as a pawnbroker in
accordance with Georgia law and does not issue loans.

A review of TitleMax records revealed that on November 14,
2023, the Complainant obtained a pawn in the amount of $2,768.00 at a
storefront in McDonough, GA. The Complainant granted a security interest in a
2011 Acura MDX a VIN ending in ******. The pawn was contracted to be repaid in
full in the amount of $3,210.60, due December 14, 2023, however, the
Complainant extended their loan once. On February 1, 2024, the Complainant made
a payment of $661.73 and refinanced their existing pawn of $2,768.00. The pawn
was contracted to be repaid in full in the amount of $3,149.42, due March 2,
2024, and the Complainant completed another extension.

The second and final refinance was completed on April 3,
2024, in which the Complainant made a payment of $353.26 and refinanced their
existing pawn of $2,649.42. The pawn was contracted to be repaid in full in the
amount of $2,980.60, on May 3, 2024.

When an extension was not requested nor the payment made on
May 3, 2024, the account entered a past due status. Due to continued
non-payment, the vehicle was recovered on March 2, 2025, and the account was
assessed a $50.00 Repossession Fee. Payment history on the most recent
refinance indicates there was one (1) payment made on the pawn when the
Complainant paid the account in full on March 7, 2025, in the amount of
$3,361.78.

To address the Complainant’s concern regarding obtaining
their vehicle, please note TitleMax utilizes third-party vendors for the
vehicle recovery. The vehicle arrived at Insurance **** ******** ***** on March
7, 2025, and the Complainant picked up their vehicle on March 10, 2025. Should
the Complainant have additional questions regarding the repossession process,
we urge them to contact *** directly at ###-###-####. For any other account
related questions, they can 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
** *** ***
********** ** *****
Initial Complaint
Date:02/28/2025
Type:Billing Issues
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 filing a complaint against TitleMax in Snellville, Georgia for taking advantage of my elderly mother through predatory lending practices. TitleMax knowingly issued her a loan despite her inability to repay it. My mother is on a fixed income, receiving only $600 per month from Social Security, which is less than 25% of the amount of the loan. The terms of the loan were set up in a way that she has no means of repayment, leaving her vulnerable to repossession of her car.

TitleMax set her monthly payment at over $1,000, despite her monthly income being just $600. Additionally, my mother was not informed that the $1,000 payment was for interest only, leaving her trapped in an unmanageable debt cycle. This lack of transparency is not only unethical but is also an attempt to exploit an elderly woman who is clearly unable to meet these financial demands.

When my mother’s health took a turn and she was hospitalized due to congestive heart failure, we reached out to TitleMax for a payment arrangement. They refused to work with us, further exacerbating her financial and emotional distress.

I believe TitleMax intentionally targeted my mother with the goal of repossessing her car, which she relies on for basic mobility. This predatory behavior is unconscionable, and we are now exploring legal action due to their treatment of my vulnerable mother.

I request that you investigate this matter and take appropriate action to address TitleMax’s unethical lending practices.
Business Response
Date: 03/11/2025
***************

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 states TitleMax took advantage of their elderly mother, claiming
predatory lending practices because they were issued a loan despite their
inability to pay.

It should be
noted that contrary to the Complainant’s statement of their mother receiving a
“loan,” TitleMax operates as a pawnbroker in accordance with Georgia law and
does not issue loans. Further, the Complainant was found to be an authorized
third party on a TitleMax account for Dianne Jordan (Customer).

A review of
TitleMax records revealed that on June 24, 2022, the Customer obtained a pawn in
the amount of $3,018.00 at a storefront in Snellville, GA. A security interest
in a 2014 BMW 3-Series with a VIN ending in ****** was granted. The pawn was
contracted to be repaid in full in the amount of $3,379.85, due July 24, 2022.
On July 24, 2022, a payment of $361.85 was made and the existing pawn of
$3,018.00 was refinanced. The pawn was contracted to be repaid in full in the
amount of $3,379.85, due August 23, 2022.

Between August
19, 2022, and March 8, 2025, the Customer refinanced the pawn on twenty-one
(21) more occasions, borrowing an additional $10,840.00, and extended the pawn
on eleven (11) occasions. The current refinance was completed on March 8, 2025,
in which the Customer made a payment of $595.50 and refinanced the existing
pawn of $8,636.65. The pawn is contracted to be repaid in full in the amount of
$9,716.23, due April 7, 2025. As of the date of this response, the account is
current.

At the time of
pawn origination and each refinance, the Customer signed a Pawn Transaction
Disclosure Statement and Security Agreement that clearly disclosed the annual
percentage rate, finance charge, amount financed, total of payments and the
repayment schedule in accordance with the Federal Truth in Lending Act and
Regulation Z. It is also important to note that a TitleMax employee explained
the terms and conditions to the Customer.

In addition, the
agreement includes notices on Extension and Continuation which states:
“The initial
term of the Pawn is 30 days, and the Pawn may be extended and continued for
additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may
agree to extend the Maturity Date 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 Pawnbroker’s applicable criteria for extensions. If
you do not request additional funds as part of your extension request, then the
original Pawn will be continued.”

By signing the
agreement, the Customer acknowledged their understanding of the terms and
conditions of the pawn. In addition, the Customer completed multiple refinances
using TitleMax’s online web application which allows the customer to move at
their own pace to ensure full understanding of any and all documents presented
to them prior to signing. Further, in addition their signed Credit Application
contains the following: “By signing and submitting this Credit Application,
each of the undersigned acknowledges, confirms and agrees as follows: (a) all
information in this Credit Application is accurate, complete and correct; (b)
you have the ability to repay the requested amount; and (c) you have received,
reviewed, understand, and agree to the Additional Terms and Conditions of this
Credit Application set forth above.”

It is important
to note that Title Max encourages customers to use this product as a short-term
financial solution. The balance may be paid back at any time with no penalty
for early payoff. Further, customers may cancel the agreement by returning the
check by which TitleMax disbursed the pawn proceeds or an equivalent amount of
cash to us by the close of business on the business day following the date of
the agreement.

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 pawn
were clearly disclosed and finds no discrepancy or concern in how the
transaction was processed.

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:02/28/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a loan with speedy cash and they were supposed to take payment in September and I authorized that for some reason they didn’t take payment and my bank said they never tried well now all these months later they noticed they never took payment and offered me 70% off which I was going to take and instead they took the full payment of over $300 and did it as a check with my name on it through my account which is illegal! I DID NOT give them permission to take a check for $323.28. They have now compromised my checking out, illegally collected money!
Business Response
Date: 03/05/2025
**************

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 claims Speedy Cash did
not try to take the payment they had previously authorized. They state that
without their permission months later, Speedy Cash took the full payment
through a check, despite the Complainant being offered a 70% settlement.
A review of Speedy Cash records revealed that on
September 5, 2024, the Complainant obtained a loan online in the amount of
$260.00. The loan was contracted to be repaid in full in the amount of $298.80
on September 19, 2024.
Payment history indicates there have been no payments
made on the loan. When the payment was not made on September 19, 2024, the
account entered a past due status and a surcharge of $25.00 was accessed.
Contrary to the Complainant’s claim that we did not try to take the payment,
the debit card on file was attempted on twelve (12) occasions, each being
unsuccessful. The Complainant currently has a past due balance of $323.80,
however, as mentioned by the Complainant, a remotely created check (“RCC”) is currently
pending via the bank account on file as of February 20, 2025.
It is important to note that upon loan origination,
the Complainant signed and agreed to the Small Loan Agreement as well as the
Optional Loan Payment Authorization (OLPA) which discloses the following
statement: “…we may process the payment as an ACH or other electronic
payment or, instead, we may create and deposit a remotely created check (“RCC”)
…” By signing the agreement, the Complainant pre-authorized automatic bank
drafts in the event of a default. We submit there was no unauthorized payment
taken from the account. On March 1, 2025, we placed a revoke on the account to
prevent further ACH payments.
To address the settlement the Complainant claims they
were offered, our records do not indicate such an offer. Should the Complainant
have proof otherwise, they may send documentation to **************************** so that we may investigate this claim. Should the Complainant have any other
questions or concerns regarding their account, we encourage them to contact Speedy
Cash directly ###-###-####.

Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****

Customer Answer
Date: 04/08/2025
***********

This is ****** ******* I filed a complaint against speedy cash complaint number ********. They agreed to give me 70% of my money back and said it would be sent as of March 17th and to expect it in 5 days well they never sent it. I reached out to them and they said they would look into it and never responded and never sent the money. I wouldn’t have closed the case if I knew they were going to lie.
Business Response
Date: 04/11/2025
**************

Thank you for the opportunity to respond to the
rebuttal referencing 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 claims Speedy Cash has
not sent the 70% refund.
As of April 10, 2025, a refund in the amount of
$226.67 has been issued to the bank on file. We ask the Complainant to allow
3-4 business days for the bank to process the electronic refund.
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: 04/12/2025
*************

I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:02/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took out a loan for 1800 in January 2025 I have already paid 3,070 and they are still saying I owe 1000 they charge my a monthly fee every time I pay even if I pay more then once a month
Business Response
Date: 03/03/2025
****************:

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 states they took out an $1,800.00 loan that they still owe on
despite paying once a month. They are requesting an explanation of charges.

It should be
noted that contrary to the Complainant’s statement of receiving a “loan,”
TitleMax operates as a pawnbroker in accordance with Georgia law and does not
issue loans.

A review of
TitleMax records revealed that on January 3, 2025, the Complainant obtained a pawn
in the amount of $318.00 at a storefront in Stockbridge, GA. The Complainant
granted a security interest in a 2006 Ford F150 with a VIN ending in ******.
The pawn was contracted to be repaid in full in the amount of $384.75, due February
2, 2025. On January 7, 2025, the Complainant made a payment of $10.00 and
refinanced their existing pawn of $316.90, borrowing an additional $400.00. The
pawn was contracted to be repaid in full in the amount of $867.38, due February
6, 2025.

Between January
14, 2025, and February 27, 2025, the Complainant refinanced their pawn on seven
(7) more occasions, borrowing an additional $2,401.00 total as well as
completing three (3) extensions. The current refinance was completed on
February 27, 2025, in which they refinanced their existing pawn of $812.03,
borrowing an additional $325.00. The pawn is contracted to be repaid in full in
the amount of $1,341.58, due March 29, 2025. As of the date of this response,
the Complainant’s account is current.

At the time of
pawn origination and each refinance, the Complainant signed a Pawn Transaction
Disclosure Statement and Security Agreement that clearly disclosed the annual
percentage rate, finance charge, amount financed, total of payments and the
repayment schedule in accordance with the Federal Truth in Lending Act and
Regulation Z. By signing this agreement, the Complainant acknowledged their
understanding of the terms and conditions of the pawn.

The agreement
includes notices on Extension and Continuation which states: “The
initial term of the Pawn is 30 days, and the Pawn may be extended and continued
for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We
may agree to extend the Maturity Date in our discretion. As a condition to
extending the Maturity Date, for the initial extension and each subsequent
extension, you must pay an amount equal to the then outstanding Pawnshop Charge
(including any charges accrued after the Maturity Date, as described in Section
7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If
you do not request additional funds as part of your extension request, then the
original Pawn will be continued.”

Under a pawn
transaction, the entire balance of the pawn becomes due in thirty (30) days. To
address the Complainant’s request for an explanation of charges, as outlined in
their signed agreement: Prepayment, Payments, and Application of Payments;
Redemption: “You may prepay in full at any time without additional
charge, fee or penalty. If you prepay the Pawn in full, then you will not be
entitled to a rebate and/or refund of any part of the Pawnshop Charge for this
Pawn. Pawnbroker accepts payments by cash, cashier’s check, money order, debit
card or other method specified by Pawnbroker from time to time. If we are not
open on a payment due date, we will treat payments made on the next business
day as timely made. The truth-in-lending disclosures provided above assume that
you will pay all amounts owing hereunder on the Maturity Date. We apply
payments first to the outstanding Pawnshop Charge and then to principal.”

Payment history
reveals the Complainant has paid down on their principal on at least two (2) occasions,
however, elected to receive additional funds with each refinance, therefore
increasing the amount owed each occurrence.

It is important
to note that Title Max encourages customers to use this product as a short-term
financial solution. The balance may be paid back at any time with no penalty
for early payoff. Further, customers may cancel the agreement by returning the
check by which TitleMax disbursed the pawn proceeds or an equivalent amount of
cash to us by the close of business on the business day following the date of
the agreement.

TitleMax believes
that the conditions of the pawn were clearly disclosed and finds no discrepancy
or concern in how the transaction was processed. We encourage the Complainant
to call Customer Service at ###-###-#### for 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,

*** – Consumer Complaints
** *** ***
********** ** *****
Customer Answer
Date: 03/05/2025
I called title max and was talk to a young lady about my recipients were one states that my total amount due is 0 and the next states that I made a 85 payment and my total amount is 950.68 then I made a payment of 1500 and my recipients states my total amount due is still 950.68 then I ask for copys of all my transactions and was told that they could not provide me with a copy they stated it was a computer error about my recipients if I only owed 950.68 when I payed 85 the the 1500 should have paid it off but title max states I still owe over a 1000 there is no way I have all ready paid 3070 in a month a a half and it's not paid off all I'm ask8ng for is my title back and my account to be closed and no more dealings with titlemax

Regards,

***** *******
Business Response
Date: 03/11/2025
********************

Thank you for the opportunity to respond to the rebuttal
referencing the previous 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 claims
their receipts show that their total amount due is zero. They state their account
has been paid off and is requesting their title back.

As stated in our previous response, at the time of pawn
origination, the Complainant signed a Pawn Transaction Disclosure Statement and
Security Agreement that clearly disclosed the annual percentage rate, finance
charge, amount financed, total of payments and the repayment schedule in
accordance with the Federal Truth in Lending Act and Regulation Z. By signing
this agreement, the Complainant acknowledged their understanding of the terms
and conditions of the pawn.

Under a pawn transaction, the entire balance of the pawn
becomes due in thirty (30) days. To address the Complainant’s statement
claiming the account should be paid off, a review of the payment history
reveals the Complainant has paid down on their principal on at least two (2)
occasions, however, elected to receive additional funds with each refinance,
therefore increasing the amount owed each occurrence. In response to the
Complainant’s concerns regarding their receipts, it is important to note that
with each occurrence they obtain additional funds, that amount is reflected on
the payment receipt. If a payment is made to complete an extension, the amount
due will reflect as zero at that time
.
TitleMax believes that the conditions of the pawn were
clearly disclosed and finds no discrepancy or concern in how the transaction
was processed. We encourage the Complainant to call Customer Service at ###-###-#### for 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,

*** – Consumer Complaints
** *** ***
********** ** *****
Customer Answer
Date: 03/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

********** ********

I am rejecting this response because:

Regards,

***** *******
Initial Complaint
Date:02/25/2025
Type:Billing Issues
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.
This is my second loan with Speedy Cash and my first ongoing issue
1.9.25 sent email to customer service, I lost my job , it’s a tuff time , will have funds soon and will pay my loan off in full, EARLY ,No response from Speedy Cash
1.20.25 I called to discuss my account,and ask why my account said : Default ,**** *** was very Rude, I couldn’t talk to her
1:45 sent a follow up email ,4:12 sent another follow up email
No response to any of my emails
1.23.25 I went on line and paid my account balance in full $2,139.71 using a debit card, came out of my account the same day , I emailed customer service, Thank you for your payment of $2,139.71, balance of $1,033.98 I sent another email saying I paid my account in full What is this balance??No response ,
1.27.25 follow up email
1.29.25 another email
I called spoke with a guy named *******, he ask me questions and put me on hold to relay my information to someone, ******* would get back on the phone to tell me what someone said , this went on for 27 minutes , I finally said why can’t I just talk to someone without you being the middle person , then a lady came on the phone , her name was ******* (?) ** ***** (?) someone could actually talk to me and give me information ,I was told this,
12.23.24 $557.47 return NSF
gave it a late fee of $25.00
12.27.24 $557.94 PAID, nothing said to Susan about a late fee
12.28.24 Balance $2,139.71(per *******)and also that is what I got off the system
1.6.25 $557.94 return, NSF late fee of $25.00
1.24.25 paid the balance in full of $2,139.71
La Donna said she had to switch screens Daily interest of $37.36 from Dec 27 thru Jan 23 interest dropped to $19.31 on 1.28.25
I received a letter in the mail saying second notice , Amount due $607.00 This is the first letter I received in the mail $607.00 - $557.94= $ 49.06? what happened $25.00 fee I have lots of time on this, my anxiety is off the charts. I have lots of emails sent , I can forward if needed, no response
Thank you

Business Response
Date: 02/28/2025
*****************

Thank you for the
opportunity to respond to the complaint filed by ***** ****** (Complainant). SCIL Texas, LLC DBA ******************, 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 they paid
their account balance in full in the amount of $2,39.71 on January 23, 2025; however, they received an email showing
they had a remaining balance. They further claim that they have not received responses to their emails and received
rude customer service during a call. The Complainant requests a billing
adjustment.

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 August 2, 2024, a loan was obtained with First Star Financial, LLC in the principal
amount financed of $800.00 online at ******************. The loan was
contracted to be repaid in eleven (11) payments of $222.99 every other Monday
beginning on August 19, 2024, and a final payment of $222.76 due on January 20,
2025. On December 5, 2024, the Complainant made a payment in the amount of
$222.99 and refinanced their existing loan in the amount of $623.86, borrowing
an additional $1,376.14. The loan was contracted to be repaid in eleven (11)
payments of $557.47 every other Monday beginning on December 23, 2024, and a
final payment of $557.42 due on May 26, 2025.

When the payment was not made on
December 23, 2024, the account entered a past due status and a surcharge fee of
$25.00 was assessed. On December 25, 2024, a past due notice was sent to the Complainants address listed on the account. A review of the payment history
indicates a payment in the amount of $557.94 was made on December 27, 2024, with
a remaining balance of $2,139.71.
Due to continued nonpayment, on January 7, 2025, another surcharge fee of
$25.00 was assessed onto the balance and a second past due notice was sent to the Complainant’s address listed on the account, informing
the Complainant of a past due
amount of $607.00. On January 17, 2025, a manual ACH payment was sent online
for the full balance at that time in the amount of $2,949.47; however, the ACH payment was returned on January 23, 2025, as a
stopped payment. The Complainant received an email on January 23, 2025,
informing them that the payment was returned and that there was a past due balance of $557.47on the account. On January 23, 2025, a debit card payment in the amount of $2,139.71 was made online, leaving
a remaining balance of $1,033.98 on the account. On the same date, the Complainant responded to an email informing
Speedy Cash that they made a debit card payment, and the loan should be paid in
full. Speedy Cash responded to the Complainant on January 29, 2025, advising
the Complainant to contact customer service.

At the time of the loan
origination, the Complainant signed a Promissory Note and a Credit Access
Services Agreement that clearly disclosed the annual percentage rate, finance
charge, amount financed, total of payments and the repayment schedule in accordance
with the Federal Truth-in-Lending Act and Regulation Z. In addition, in the
Credit Access Services Agreement states:
“PAYMENT TERMS/ OUR FEES: If you qualify for a loan
under the Lender's underwriting criteria, we will charge you fees based upon
the amount and term of your Loan provided to you by the Lender. You will be
required to make payments periodically, and each payment will consist of fees
charged by us ("CAB Fees"), as well as interest and principal charged
by the Lender. The maturity date of your Loan is based on your pay period cycle
and the origination date of your loan.

The CAB Fees are calculated at 672.00% per annum of the outstanding principal
amount on the Loan. The CAB Fees are not due at the origination date of the
Loan, and are not deferred. The CAB Fees are only due and owing at the daily
accrued rate during the applicable period when we perform our services and as
long as your Loan remains outstanding.

Your
payments of CAB Fees to CAB, plus principal and interest to Lender, will be
payable every two weeks, semi-monthly, or monthly depending on your pay period
cycle. In the aggregate, your total CAB Fees will be $4,620.83. These CAB Fees will be payable in installments, along
with principal and interest charged by the Lender, in the schedule set forth
below. Note that the CAB Fee payments will also be included in your Payment
Schedule identified in your Truth in Lending Disclosures in your Promissory
Note with Lender.”

By signing the agreements, the
Complainant acknowledged their understanding of the terms and conditions of
each agreement.

Concerning the
narrative of the loan being paid in full, it is important to note that the
amount the Complainant referenced as the balance was the balance for the date
of December 27, 2024. As seen in the email provided by the Complainant, their
online account showing the loan status as defaulted and a loan balance of
$3,024.41 with a payment due on January 20, 2025. The Complainant was aware of
the correct balance at the time they made their payment. As of the date of this
response, the account has a past-due balance of $1,536.30 but is subject to
change due to interest and/or fees that may be accruing.

Regarding the
claim of not receiving responses to their emails. Our records show that Speedy
Cash responded to the Complainant via phone and email. Please note we may
experience extended delays during peak times, and we appreciate the patience of
our customers. We do apologize for any inconvenience this may have caused

Speedy Cash
endeavors to assist our customers with all their concerns and provide the best
service possible. We believe that the conditions of the loan were clearly
disclosed and finds no discrepancy or concern in how the transaction was
processed, therefore the request for a billing adjustment will not be accepted
at this time. 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 Complaints
** *** ***
********** ** *****
Customer Answer
Date: 03/03/2025
I did call the 800 number lots times, it was like talking to a robot, they would just say the same thing over and over, you have a balance you owe $ 1,033.98
They have never responded to my emails, no one would discuss this, so it could be resolved, at first they said I had a balance of $1,033.98 and now say I owe $1,536.30. added $502.32 more fees
All they want to do is play games and give me the go around , so they can continue to add the fees and say I owe more money,
If they would of had a person that worked for them ,that would of worked with me instead of against me, this could of been resolved, most of the people that work for this company does not even know who owns this company, does any one that works for this company know how to handle a situation ? with out being rude ? anyone work here that can resolve an issue? customer service surely cannot help.
I was asked by Jamie, if I paid $2,139.71 because I was giving a discount ? oh so they do give discount, I was never offered one and to top it all off, I paid off this loan EARLY and in FULL. they say they record all the calls, so listen to them, listen what was said on them !
I paid off the loan of $2,139.71 on 1.24.25 paid off early, the loan went out til May 26,2025, paid off the loan 4 months early.
lets talk about in the email below, they admit that I owe $ 2,139.71 as of December 27, 2024
saying I owe $25.00 surcharge, December 27.2024, balance of $2,139.71, which was paid $2,139.71 in full on January 24,2025 by my debit card , they received the funds the same day, okay so I owe them $25.00 surcharge, that I will be happy to pay , otherwise I do not owe any other amount. I paid this off 4 months early!!
sad to say it took me to complain with BBB, to get a response from this company, that proves they are just riding this out adding fees , not wanting to resolve this matter. this account I owe $ 25.00 to and it should be closed paid in full, I have spent 4 months trying to get this resolved, this company has continued to ignore me or give me the go around, maybe I should charge them for all my time spent on this . I need to move forward and look for a job, If I need to forward all the time I have called and all the emails to prove I have tried, I will be more then happy to do so.

Regards,

***** ******
Business Response
Date: 03/07/2025
************
Thank you for the
opportunity to respond to the rebuttal referencing the complaint filed by Susan
Fisher (Complainant). SCIL Texas, LLC DBA ******************,
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 attached
the requested bank
statement showing the account was paid in full on January 24, 2025.

Please note
that the bank statement provided was not requested. Our records show a payment
in the amount of $2,139.71 was received on January 23, 2025, however, that
payment did not satisfy the loan balance. As of the date of this response, the
account has a past-due balance of $1,806.77 but is subject to change due to
and/or fees that may be accruing.
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 Complaints
** *** ***
********** ** *****
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took out a loan with this company almost 3 years ago. I have since paid back double what I originally took out. I came into some medical problems so I fell behind on the loan. They sold the loan to two debt collectors-first South District Group, second one ************************** As stated, I've paid back way more than the original balance. The agencies that they work with, especially ************************* broke countless of debt collection laws: they would call me in the wee hours of the morning, late at night and despite having payment arrangements they repeatedly called and texted my relatives, associates, and even my boss. They illegal disclosed my debt to said relatives. I asked them multiple times verbally and in writing to stop contacting my relatives, but they refused. I am considering taking legal action. As a result of what I have paid, the debt nearing the statute of limitations, NUMEROUS debt collection law violations, I am asking for this debt to be discharged and the cease and desist to be honored.
Business Response
Date: 02/27/2025
February 27, 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.

*************** DBA ********************************** is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders and services the resulting loans. Speedy **** services the loan but is not a lender in *****. Speedy **** charges a CAB fee in the amount permitted by Texas law.

To summarize, the Complainant states their loan was sold to debt collectors, South District Group, and then *************************, after they fell behind on repayment almost three (3) years ago. The Complainant claims they have since repaid double the amount of the original loan,however ************************* has broken multiple debt collection laws while attempting to contact the Complainant and collect the debt. The Complainant is requesting for the debt to be discharged and a cease and desist to be honored.

A review of Speedy **** records revealed on August 29, 2022, a loan was obtained with Ivy Funding *************** in the amount financed of $1,250.00 online at **********************************. The loan was contracted to be repaid in ten (10) payments in the amount of $350.00, due on the 15th and the last day of each month, beginning on September 15, 2022, and a final payment of $1,658.21 representing the final CAB fee, principal, and lender interest, due on February 15, 2023. A review of the payment history indicates there have been no payments received on the loan.

When the payment was not received on September 15, 2022, the account entered into a past due status. After continued non-payment, the account was sold to *************************** on October 2, 2023. *************************** may or may not be the entity reporting the Complainants account to the ********************** bureaus. As we are no longer the owner of the account, and ********************** **** is not currently reporting the account to any ********************** bureaus, concerns regarding the account including repayment options, credit reporting removal and further disputes should be directed to ********************** reachable at *************.

It is important to note that Speedy **** has not attempted to contact the Complainant since the account was sold, however Speedy **** has honored the Complainants request and updated their account to a do not contact status.

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:02/24/2025
Type:Service or Repair Issues
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.
A loan was obtained from Titlemax using the title of my 2011 GMC truck was used as collateral. The loan was used for purchasing 2 Stilh Chainsaws ( Model 391 and a Model 291 ), These chainsaws were to be used to generate the money by cutting and selling firewood in the colder months of the year to pay the Titlemax loan off and generate income. On or about Dec. 23 2024 my truck was repossessed in the middle of the night by Titlemax's request for missing a loan payment. Payment was made on Dec 27, 2024 and I went to the holding facility to retrieve my truck.
When my truck was repossessed there were 2 almost brand new Stilh chainsaws in the bed of the truck, a brand new 2000 amp jump box in the cab of the truck , a Case xx folding knife in the console of the truck along with 2 heavy duty ratchet straps that were in the back seat of the truck. When I received my truck from the holding facility, NONE of these items were in the truck when the truck was returned to me. Titlemax has made no effort to replace or compensate for the items that were missing from my truck in the last 2 1/2 months effectively shutting down my ability not only to pay for the loan on the truck but to generate a living income. Cutting and selling firewood is a seasonal job that is only profitable in the colder months of the year. I have been missing the opportunity to make no less than $200.00/ day( 2 truckloads of firewood) from records of years past.
When I have contacted the local store to see what progress has been made, they refer me to the corp. office. Then when I call the Corp office they refer me back to the local office. I have called both my local office and their Corp office no less than 15 times. I have been told that a regional Manager would contact me on several occasions which has never happened to date. I feel like they have made absolutely no effort to resolve this issue at all.
Business Response
Date: 02/26/2025
****************

Thank you for the opportunity to respond to the complaint
filed by *** ****** (Complainant).TitleMax of Georgia, Inc. d/b/a 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 tools and other items were missing when they redeemed
their vehicle. They also state they have not been able to get an update on the
progress of their loan. They are requesting replacement of the items as well as
compensation.

It should be
noted that contrary to the Complainant’s statement of receiving a “loan,”
TitleMax operates as a pawnbroker in accordance with Georgia law and does not
issue loans.

A review of
TitleMax records revealed that on September 21, 2024, the Complainant obtained
a pawn in the amount of $918.00 at a storefront in Rincon, GA. The Complainant
granted a security interest in a 2011 GMC Sierra 1500 with a VIN ending in
******. The pawn was contracted to be repaid in full in the amount of $1,101.51,
due October 21, 2024. On September 28, 2024, the Complainant made a payment of
$42.82 and refinanced their existing pawn of $918.00, borrowing an additional
$1,450.00. The pawn was contracted to be repaid in full in the amount of
$2,770.32, due October 28, 2024.

On October 15,
2024, the Complainant made a payment of $227.98 and refinanced their existing
pawn of $2,368.00, borrowing an additional $650.00. The pawn was contracted to
be repaid in full in the amount of $3,530.76, due November 14, 2024. When the
payment was not made on November 14, 2024, the account entered a past due
status. Due to continued non-payment, the vehicle was recovered on December 19,
2024. The current refinance was completed on December 27, 2024, in which the
Complainant made a payment of $940.01 to redeem their vehicle and refinanced
their existing pawn of $3,018.00. The pawn was contracted to be repaid in full
in the amount of $3,395.25, due January 26, 2025.

Payment history
on the most recent refinance indicates there have been no payments made on the
pawn. When the payment was not made on January 26, 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 $3,772.50 but is subject to change due to
interest and/or fees that may be accruing.

At the time of
pawn origination and each subsequent refinance, a Pawn Transaction Disclosure
Statement 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. By signing this agreement, the Complainant acknowledged their
understanding of the terms and conditions of the pawn.

To address the
Complainant's statement regarding not being able to get an update on their
missing items claim, on January 31, 2025, and February 3, 2025, we attempted to
contact the Complainant to inform them that their claim was denied, but our
attempts to reach them were unsuccessful. The Complainant successfully
contacted us on February 8, 2025, stating that they were already informed that
their claim was denied.

As we believe
that the conditions of the pawn were clearly disclosed and we cannot find any
evidence of wrongdoing, no replacement or compensation will be
provided. TitleMax strives for excellent customer service and remains
willing to work with the Complainant to assist them in paying back their pawn.
We encourage the Complainant to contact the local storefront at ###-###-####
to inquire about possible repayment options for this account.

We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************

Sincerely,

*** – Consumer Complaints
** *** ***
********** ** *****
Initial Complaint
Date:02/20/2025
Type:Service or Repair Issues
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 pay day loan with high interest. Iv tried to refinance on the website, it says i have to wait til the ach clears. I've waited 2 weeks now and paid a portion of a payment. I called again and was disconnected after being told my account was with a specialist. Which means no one else can help me.
Now my loan probably has an additional 300.00 for default and 200.00 in late fees. This is how they trap people and the debt is never ending.
I have emailed them a settlement offer but im certain they will not respond, as they have responded to nothing so far. I am attaching the emails I sent thus far and no response was ever received. I am not sure of the address of which speedy cash in corpus, i did the application online.
Business Response
Date: 02/25/2025
************************

Thank
you for the opportunity to respond to the complaint filed by ********* ********* (Complainant). SCIL Texas, LLC DBA ******************, 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
they are unable to refinance, as the Speedy Cash website defers refinance until
after the pending ACH clears their bank account. They further claim they have
emailed a settlement offer but have not received a response. The Complainant is
requesting a $500.00 billing adjustment.

A review of Speedy
Cash records revealed on December 27, 2024, a loan was obtained with First Star
Financial, LLC in the principal amount of $1,000.00 online at ******************. The loan is
contracted to be repaid in twelve (12) payments in the amount of $280.00, due
every other Friday, beginning on January 10, 2025, and a final payment of
$1,329.04, due on June 27, 2025, representing the final
CAB fee, lender interest and principal. A review of the payment history
shows (5) five payments have been received on the loan, totaling $865.00. The
account has a balance of $1,295.32.

Within the narrative,
the Complainant states they wish to refinance their loan; however, they are
unable to as their previous ACH payment has not posted to their account.
Our
records indicate the ACH payment scheduled for February 7, 2025, was returned
due to insufficient funds.
On February 11, 2025, the Complainant remitted a
payment in the amount of $100.00.
On February 13, 2025, an ACH payment was initiated,
however this was returned due to insufficient funds.
On February 21, 2025, the
Complainant submitted a manual debit card payment in the amount of $192.50,
however an ACH payment was already scheduled and is still currently pending. All
transactions must be current so as to reflect accurate accounting prior to
refinancing.

Speedy Cash is in
receipt of the Complainant’s email regarding their proposed settlement offer of
$600.00 to consider the account to be paid in full. As stated in the response
email, we encourage the Complainant to contact our Customer Service department
to discuss their account.

Contrary to the
Complainant’s claim, Speedy Cash has not charged $300.00 default and $200.00
late fees to the Complainant’s account. Two (2) returned payments have
incurred a $12.50 surcharge fee. Speedy Cash ensures that all fees and interest
charged are in compliance with all applicable State and Federal laws and
regulations.

As Speedy Cash
believes that the conditions of the loan were clearly disclosed and finds no
discrepancy or concern in how the transaction was processed, the settlement offer,
or billing adjustment will not be accepted at this time. 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 c****************************

Sincerely,

***
– Consumer Complaints
** *** ***
********** ** *****
Customer Answer
Date: 02/26/2025
The issue is not the interest, the past payments presented and not paid due to NSFs. The NSFs took place because I was unable to refinance my loan.
I called and was told to wait a couple of days for the ACH to return then I could refinance. The same ACH never dropped and I was never able to refinance. The 192. payment has cleared my bank last week and yet I STILL CANNOT REFINANCE. There is not a person that calls nor a person I can speak to due to my "special circumstances".
Initially I understood the loan to be paid monthly, payments were 280.00 biweekly. When I first noticed, i called to clear up the misunderstanding and agreed to pay those amounts biweekly. I stated I would likely need to refinance my next payment, and was told it would be "NO PROBLEM". It has been nothing but a problem.
Today, when I go to my profile to refinance, it says I have to call in. Last time I called in, I was on hold for 30 minutes, transferred 3 times, the third was to my "specialist" and I was disconnected. They do not call to collect, they simply stack charges because there is nothing I can do aside from close my bank account. On a loan of $1000 being paid in under 90 days was my goal. It would have minimized my interest and other fees these companies tack on.
Thats not the case now. They have collected half of what I owe, and its not unreasonable to ask them for a settlement offer. They cannot show call logs where they have reached out, nor have they emailed me. They simply keep attempting to debit my bank account and UNABLE to allow refinance.
At this point, my account is overblown with charges. If an agreement cant be made, Ill consult with bankruptcy attorney as well as make a complaint to the Texas attorney general and all other affiliates that have issue with payday fees.
Regards,

********* *********
Business Response
Date: 03/06/2025
**********************

Thank
you for the opportunity to respond to the rebuttal referencing 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.

SCIL Texas, LLC DBA Speedy Cash is a registered
Texas Credit Access Business (“CAB”) and assists consumers in obtaining loans
from willing, unaffiliated lenders and services the resulting loans. Speedy Cash services the loan but is not a lender in Texas. Speedy
Cash charges a CAB fee in the amount permitted by Texas law.

To
summarize, the Complainant states they are rejecting the initial response, as
they are experiencing difficulties refinancing their loan due to a pending ACH
payment. The Complainant claims an attempt to refinance utilizing the online
portal instructed them to telephone an associate, however previous attempts to
call have been unsuccessful due to being placed on hold for an extended period
of time, transferred or disconnected. The Complainant claims their account has
added fees and charges, and they are requesting a settlement.

Within
the narrative, the Complainant states they wish to refinance their loan;
however, they are unable to as their previous ACH payment has not posted to
their account. The Complainant signed an Optional Loan Payment Authorization
and Optional Payment Card Authorization that authorizes and instructs Speedy
Cash to initiate an ACH or debit card payments on the payment due dates, or in
the event of default, to collect the outstanding loan balance. Please note, all
transactions must be current so as to reflect accurate accounting prior to
refinancing. Our records indicate an ACH payment was initiated on February 27, 2025;
however, the payment was returned due to insufficient funds on March 4, 2024.

Regarding
the long hold times and dropped call, on occasion, we may experience extended
delays during peak times, and we appreciate the patience of our customers. We
do apologize for any inconvenience this may have caused. Speedy Cash endeavors
to assist our customers with all their concerns and provide the best service
possible. In addition, Speedy Cash is committed to treating its valued
customers in a fair, honest, and transparent manner.

Contrary
to the Complainant’s claim, Speedy Cash has not charged unnecessary fees to the
Complainant’s account. Three (3) returned payments have incurred a $12.50
surcharge fee. Speedy Cash ensures that all fees and interest charged are in
compliance with all applicable State and Federal laws and regulations.

As we believe that
the conditions of the loan were clearly disclosed and we cannot find evidence
of any wrongdoing, a settlement offered will not be accepted at this time. For
any additional questions or concerns regarding the account, we urge the Complainant
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,

*** – Consumer Complaints
** *** ***
********** ** *****
Customer Answer
Date: 03/07/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

********** ********

I am rejecting this response because:

Regards,

********* *********
Initial Complaint
Date:02/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a title loan on one of my vehicles through TitleMax. The loan had been open for a few years and I had forgotten to make a few payments. The 2004 Pontiac Grand Prix was recovered by TitleMax on 2/3/25. I was told the car would be held nearby so on 2/4/25, I called the corporate number at ###-###-#### to make whatever past due balance there was and to get my car back.
I made the past due payment in the amount of $386.13 over the phone with a customer service representative. It was not until after I made the payment, that I was told the vehicle was not being held near my residence, that it had in fact been moved to a holding facility in Nashville and I woukd need to travel there to recover my vehicle.
Nashville is 3 hours away from my house and I would not have been able to make the trip, so I immediately requested a refund of the $386.13 payment I had just made. The representative I was speaking with spoke with a "supervisor" and then told me that a check would be mailed to my house within 10 days.
It has now been 3 weeks and I have not recieved my refund. Customer service either hangs up on me or tells me the situation is "under review".
I want my money back. TitleMax has my car, and now they are refusing to refund the last payment I made thinking I'd be able to recover my vehicle. You are literally stealing money!!!!
Business Response
Date: 02/25/2025
*******************

BBB Dispute Resolution Team:

Thank you for the opportunity to respond to the complaint
filed by ***** ******
(Complainant). TMX Finance of
Tennessee, Inc. d/b/a 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 vehicle was
recovered and to retrieve the vehicle, they made a payment in the amount of
$386.13. However, once the payment was made, they were informed that the
vehicle was (3) three hours away. The Complainant requested a refund of $386.13
and was informed that the refund would be mailed within 10 days. It has been 3
weeks, and they still have not received the refund.

A review of TitleMax records revealed that on February 7,
2022, the Complainant opened a Line of Credit (“LOC”) with a credit limit of
$1,050.00 at a storefront in Crossville, TN, with an initial advance of
$1,050.00. The Complainant granted a security interest in a 2004 Pontiac Grand
Prix with a VIN ending in *****. The account entered a past due status after
the payment due on January 18, 2025, was not received. Due to nonpayment, the
vehicle was recovered on February 3, 2025, and the Notice of Plan to Sell
Property was sent to the address listed on the account on February 4, 2025. A
review of the recent payment history shows the Complainant has made a past due
payment of $386.13 on February 4, 2025, bringing the account current.

Within the narrative the Complainant alleges they were
informed that the refund would be mailed within 10 days. A review of our
records revealed that on February 4, 2025, the request for a refund was
provided to management for review. On February 19, 2025, the Complainant
contact TitleMax inquiring about the refund, however the call was disconnected.
That same day, the request for a refund was denied as the payment was applied
to debt that was owed.

It is important to note that on February 4, 2025, the
Complainant was informed to reach out to Redemptions at ###-###-#### to redeem the vehicle.

As TitleMax 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 additional questions or concerns
regarding their account, we encourage them to call the store where they
originated the loan.

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: 02/26/2025
TitleMax took my car and promised a $386 refund. This is ridiculus!

Regards,

***** ******
Initial Complaint
Date:02/18/2025
Type:Billing Issues
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 ********* regarding the wrongful repossession of my vehicle. Despite making my scheduled payment in ******** ********* has falsely claimed that I was delinquent and proceeded with repossession under false ************ ******** I made my loan payment over the phone, and the funds were successfully withdrawn from my bank account. However, on Monday, February 14, 2024, I received a call from an ********* representative stating that I had not made a payment since December and that my car was out for repossession. I explained to the representative that I had indeed made my January payment and planned to make my February payment on Friday, February 21st.After putting me on hold, the representative acknowledged that she could see my January payment but claimed that I had missed signing a document. She then told me that if the payment did not show up properly, I might need to visit the office to sign the necessary paperwork. I informed her that I would be available to come in on Friday, and she stated that she would make a note of it.Despite this conversation, I returned home on Wednesday, February 18th 2025, to find that my vehicle had been repossessed. This action was taken despite the companys acknowledgment of my January payment and my willingness to address any outstanding paperwork. Their actions have caused me undue stress and hardship. I believe this constitutes an unlawful and fraudulent repossession, and I am seeking assistance in resolving this matter. I request an immediate investigation into Instaloans practices and appropriate corrective actions to address this wrongful repossession. Additionally, I would like guidance on any legal recourse available to recover my vehicle and any damages incurred due to their misconduct.Please let me know how I should proceed and what additional information you may require from me. I appreciate your time and assistance in this matter.
Business Response
Date: 02/21/2025

February 21,2025

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 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 claims they made a payment in January but received a call in February about their account being in default resulting in their vehicle being repossessed. They are requesting a billing adjustment.

A review of InstaLoan records revealed that on August *******, the Complainant obtained a title loan in the amount of $1,952.25 at a storefront in *********************, **. The Complainant granted a security interest in a 2001 ****** MR2 with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,026.44, due September 30, 2022. On September 30, 2022, the Complainant made a payment of $1,500.00 and refinanced their existing loan of $526.45. The loan was contracted to be repaid in full in the amount of $646.57, due October 31, 2022.

Between October 14, 2022, and November 29, 2024, the Complainant refinanced their loan on twenty (20) more occasions, borrowing an additional $1,000.00 total. The final refinance was completed on November *******, in which the Complainant made a payment of $300.00 and refinanced their loan for the remaining balance of $1,312.87. The loan was contracted to be repaid in full in the amount of $1,504.02, due December 29, 2024.

Payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on December 29, 2024, the account entered a past due status. Due to no payment and no communication from the Complainant, the vehicle was repossessed on February 18, 2025. The Complainants currently payoff amount is $2,066.18 but is subject to change due to interest and/or fees that may be accruing.

In response to the claim that a payment was made in January,after thorough review, we can confirm that our company did not receive payment.If the Complainant has proof otherwise, we encourage them to send documentation to ************************************.

As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, no billing adjustment will be provided at this time. ********* 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 our InstaLoan at ************** as soon as possible to inquire about repayment options to redeem their vehicle.

We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.

Sincerely,

BSG Consumer Complaints
PO Box 550
*******************

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