ComplaintsforThe Cash Store

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
01/31/2024
Complaint Type:
Customer Service Issues
Status:
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.
Today, I received a threatening voicemail from a collection company stating that I have taken out a loan from "The Cash Store" and that they were going to come serve me at my work, which is hilarious because I work in an attorney's office. Anyways, they left me a lengthy voicemail. I called back and a really nice gentleman answered the phone. Identifies himself as a mediation company but then does not go over "this is an attempt to collect a debt" as federal law requires him to. I am fully aware of the ***** violations and laws, this is the second violation as I am moving through the phone conversation.Even more concerning, the man reads off my name and last four. I say, yes that is correct. Then, he proceeds to read off my FULL social security number talking very quickly, and that too is correct. He said we are collecting a debt for the cash store in the amount of $2,767.90. I haven't taken any loans out in YEARS, 20+ years, and the loans I did take out were when I was in the active army and are paid off. I said I don't have an account with **********************. I don't know who that is and they are not a ******** company. He quickly said okay, we will forward along your information and get that processed out and hang up. Phone numbers they called from is ************** and ************ This is a scam and this company needs to get a handle on this.
Business response
02/09/2024

February 9, 2024

VIA BBB Portal
Re: #********

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of complaint information from the Better Business Bureau. The complaint states that the complainant has received threatening phone calls from a collection agency demanding payment on a previous loan from the Cash Store.

We have reviewed our company records and did not find an account or loan originating with the complainants name or other information provided. Accordingly, Cottonwood has not authorized anyone to collect debt associated with the complainants name.

Further, Cottonwood complies with the ***** and strictly prohibits using threats or abusive language in debt collection activities. We actively support reporting fake and abusive debt collection practices. For guidance on identifying and reporting such practices,please visit the FTCs website at ********************************************************************;

Cottonwood appreciates the opportunity to address and resolve the concerns. If you have any questions regarding this response, please contact the Cottonwood ********************* at ************** or via email at *************************************.

Best Regards,

Cottonwood Financial ************** Services, LLC
Initial Complaint
12/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have been receiving frequent calls from a collection agency saying that I took a loan out with the Cash store I dont live in area were there is a cash store and never did an online loan . I continued to tell the workers this and one male was very nasty and still demanded I pay because he knew the last 4 of my s.s. When I asked for information to contact the store he said all he had was a store number and still disregarded me and threatened me to pay I had to hang up . I still get calls from them I dnt know what to do looks like my personal information was compromised
Business response
12/15/2023
VIA BBB Portal
Re: #********

To Whom It May Concern,

Cottonwood Financial *****,LLC d/b/a The Cash Store (Cottonwood) is in receipt of complaint information from the Better Business Bureau. The complaint states that the complainant has received frequent phone calls from a collection agency demanding payment on a previous loan from the Cash Store.

We have reviewed our company records and did not find an account or loan originating with the complainants name or other information provided. Accordingly, Cottonwood has not authorized anyone to collect an account associated with the complainants name.

If you have any additional details, we kindly request that you provide us with supporting information to help us better understand and address the issue.

Cottonwood appreciates the opportunity to address and resolve the concerns. If you have any questions regarding this response, please contact the Cottonwood ********************* at ************** or via email at *************************************.

Best Regards,

Cottonwood Financial ************** Services, LLC
Initial Complaint
03/28/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 28 I received a phone call from a "mediator" on behalf of The Cash Store. I was told I had taken a loan in 2017 using an address of ****************************************. I moved from that address in 2011 to another state. When I told the representative it was fraud he became defensive when I asked for proof of the loan. He told me they were not required to provide proof to me even after telling him by law they had to provide proof and he said I would get more information when the case was filed in court. After requesting to speak to a supervisor I was hung up on. When I called back I was told there was something coming in the mail. This is still fraudulent and I will be responding appropriately once I receive correspondence.
Business response
04/05/2023
April 5, 2023

Via BBB Portal
Re:****************
Complaint # ********

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from the Better Business Bureau (BBB). The complaint summary alleges a debt collector company is trying to garnish the debt owed for a previous loan obtained at the Cash Store.

Cottonwood has conducted an internal investigation and reports the following:

Customer filed a complaint with ******************** alleging she did not obtain a loan at the Cash Store in 2017. We are unable to identify the applicable loan given the information provided. If the full name and the last four digits of a social security number can be provided, we can further investigate this matter. If additional information is provided, please allow 30 days from the receival date of the requested information for a Company response to the complaint.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response,please contact the Cottonwood ********************* at ************** or via email at ************************************** ??

Regards,??

Cottonwood Financial ************** Services, LLC

Customer response
04/05/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will follow up directly with the business.

Regards,

***************
Initial Complaint
03/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
3/21/2023 I received a phone call from courier that I have to receive some legal documents they provided number to call *********** reference#CV16019 to see what it was about I talked to someone from ARC Mediation they said I was going to be sued or is getting sued for a loan I didn't take out in 2014 they said when the account was closed I owed **** dollars but they are going to see for three times that honestly I don't what the he'll they are talking about
Business response
04/05/2023
To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from the Better Business Bureau (BBB). This is a duplicate complaint. We received and responded to complaint number #********.

Regards,??

Cottonwood Financial ************** Services, LLC
Initial Complaint
02/16/2023
Complaint Type:
Billing Issues
Status:
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.
The Cash Store had someone threatening me for a 2015 cash loan that I didn't receive from them. I was not in Highland,ILL at the time. I moved to ******* at that time. A place called me at ************ file number D4271.
Business response
02/24/2023
February 24, 2023
Via BBB Portal
Re: Complaint ******** - *************************
To Whom It May Concern,
Cottonwood Financial *********, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 02/16/2023, regarding a complaint filed by ************************* in regard to receiving harassing phone calls.
Cottonwood has reviewed Mr. ****** complaint and offers the following response:
Cottonwood is unable to locate the consumer account with the information provided. In order for Cottonwood to further investigate we require the submission of the last four of the social security number and date of birth.
Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at ************************ or via email at *********************************.
Regards,
/s/***** House
***** House
Compliance Clerk
Cottonwood Financial *********, LLC
Initial Complaint
01/10/2023
Complaint Type:
Product Issues
Status:
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.
The Cash Store left a voicemail with a threat that they were coming to my place of business if I do not make myself available to be served a complaint. The substance of the complaint is that I took a cash loan in the amount of $1400.00 in January 2015. I did not do business with The Cash Store in 2015 or at any other time in my life. I do not owe The Cash Store any money and I do not feel that their threatening me is appropriate or ethical.
Business response
01/11/2023
January 11, 2023?

BBB (Better Business Bureau)?
10019 *****************************************?
*********,** 53214?

Re:?18716795: ***********************?

To Whom It May Concern,?

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 01/10/2023 regarding a complaint filed by *********************** regarding Collection Calls.??

Cottonwood has reviewed Ms. ******** complaint and offers the following response:?
***************** filed a complaint against Cottonwood, stating she received threatening debt collection calls. However, we cannot locate account records with the customer information provided. Therefore, we request ****************** provide us with her Full Name, Social Security Number, and Date of Birth. Once we receive this information, we will further investigate and respond within 30 days.?

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at *********************** or via email at *************************************.??

Regards,??

*******************************?
Compliance Associate?
Cottonwood Financial??
Initial Complaint
09/15/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have taken a loan out with this company. Online there is an option to pay. It also gave my pay off amount. I paid the payoff amount and of course I cant pay off my loan online , the prices arent correct online . Ive been calling since 09/13/2022 to have my payment adjustment to pay interest from the *****th. Every single time Ive called between the 13 and 15th. Im told they couldnt reach me but I never received a phone call from them where they adjusted my payment so I can only pay the interest. Im getting pushed to a superviser Im assuming who doesnt exist because I never received a call. This started store level up to corporate and no one still resolved my case. Everytime I ask to speak to a supervisor they are in a meeting. If need me. I can pull my bank statements and request the police to pull my phone records and we can take this to court. Im not going to be scammed with high interest fees.
Business response
09/21/2022
September 21, 2022

BBB
10019 ********************************************************************************************* ?

Re: Case #********: ************************************;

To Whom It May Concern,?

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 09/15/2022, regarding a complaint filed by ******************************* regarding Account Payment.??

Cottonwood has reviewed Ms. *********** complaint and offers the following response:?
The customer filed a complaint with ******************** stating that she was trying to rescind her loan and pay the remaining balance online. ************************ was contacted by one of our Store Operations supervisors. I was informed that our Store operations team helped her correct her concern. The customer was attempting to pay off on the portal. It was still showing a balance of $91.26 after she made her pay off payment of $570. The portal did show a payoff amount of $570 on 9/12/2022, this was the last day to rescind her loan. The customer attempted to pay off on 9/13/2022 since it was past the recession period. Our store operations supervisor advised one of our employees to contact the customer and have her make up the remainder of the payment. The customer called back on 9/15/2022 we had her make up the remainder of the payment and we backdated it for her to show paid off as of the 13th. Due to no error, Cottonwood Financial finds this case to be closed.?

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at ************************ or via email at *************************************.??

Regards,??

*******************************?
Compliance Clerk?
Cottonwood Financial??
Customer response
09/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My case has been resolved however there were falsities written in their response back to me. No one called me between 9/13 and 9/14 when I made the payment and clearly the portal said I still owed $187 after I paid the $570 which is why I called immediately after I made the payment. I understand how this company doesnt want to admit any wrong doing but it seems that they never viewed supporting documents. Nor did my account get settled until after I reported to the BBB. I had people tell me they called me and my records never showed a call. One person told me the portal isnt correct. Another told me had I paid it on the 12 it wouldve been 570 to payoff then recanted when I asked if I could accumulate $200 worth of interest in less than 24 hours. I feel like I was trying to be scammed and I have proof of everything. I just hope this never comes on my credit report saying I owe them any money because I have proof where they said it was paid off. Proof that I was being ignored until they recieved my complaint. Im not looking for a response. Just to be left alone

Regards,

*******************************
Initial Complaint
06/23/2022
Complaint Type:
Billing Issues
Status:
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.
I received a text message from The Cash Store stating I have a balance due of $962.50, giving me the option to pay it off by paying $50 monthly or a one-time payment of $385. I have never made a loan from this place.
Business response
07/11/2022
July 11, 2022

BBB
10019 *****************************************
*********, ** 53214

Re: Case #********: *****************************

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 06/23/2022, regarding a complaint filed by ***************************** in regard to Charges to Account.

Cottonwood has reviewed ***************************** complaint and offers the following response:

Customer filed a complaint with ******************** stating that they are being charged money from a loan that seem to be an error. In order for Cottonwood Financial to further investigate we require ***************************** to provide their full name, address, date of birth and social security number. Cottonwood financial will respond within 30 days of receiving the information requested.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at ************************ or via email at **************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial
Initial Complaint
05/13/2022
Complaint Type:
Billing Issues
Status:
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.
Re: The Cash store in ***********, ** I applied for a loan and was turned down. About a month later they began calling me saying I had received the loan and needed to start paying for it. Now they're taking money directly from my Bank account. They got my info from the loan application. This has got be illegal. The bank charged overdraft fees which caused other bank transactions to be rejected.
Business response
05/13/2022
May 13, 2022

Better Business Bureau
10019 ********************************************************************************************

Re: Case #********:***********************

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 05/13/2022, regarding a complaint filed by *********************** in regard to Account Charges.

Cottonwood has reviewed Mr. ******* complaint and offers the following response:

Customer filed a complaint with ******************** stating that he was declined for a loan but is still getting charges to his account for the monthly payments. His account was enrolled to auto draft which results to the payment being withdrawn from his account according to the payment schedule. Mr. ******* loan became effective 04/15/2022 after signing the application documents. If **************** would have been declined for the loan, he would have received a decline letter explaining the reason for the decline. After further investigation we have determined Mr. ******* loan is valid. Due to the documentation, we have in our records we proved the documents do match those of ***************. Our files include Mr. ******* picture Identification and a picture taken at the store at the time of the application process. Due to no error, Cottonwood Financial finds this case to be closed.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at *********************** or via email at **************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial
Initial Complaint
02/22/2022
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
the cash store in **************, *****, has been sending me false advertisements in the mail, almost one a day for months now. I'm tired of the harassment, please, lay the law down and make them stop sending me this cap.
Business response
02/23/2022
February 23, 2022

BBB

Re: Case ID #********:*************************

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 02/23/2022, regarding a complaint filed by ************************* in regard to Marketing opt out.

Cottonwood has reviewed Mr. ******** complaint and offers the following response:
Customer filed a complaint with ******************** stating that he was receiving multiple pre-approved Cash Store loan advertisements. Should the customer want to opt out of receiving our prescreen loan offers, they should go through the credit bureaus. On every offer we send,there is an outlined black box on the bottom of the front of letter, and the top of the back of the letter. Please refer to the letters received for instructions on opting out. Cottonwood Financial is closing the complaint as satisfactory.

Short form on front:

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at *********************** or via email at *************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial

Customer response
02/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

*************************
Business response
02/24/2022
February 24, 2022

BBB

Re: Case ID #********:*************************

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 02/23/2022, regarding a complaint filed by ************************* in regard to Marketing opt out.

Cottonwood has reviewed Mr. ******** complaint and offers the following response:
Customer filed a complaint with ******************** stating that he was receiving multiple pre-approved Cash Store loan advertisements. After Cottonwood financial responded with instructions on how to opt out, ****************** was not satisfied with the response and wants Cottonwood Financial to automatically approve a loan. The marketing solicitations to consumers are not a guarantee offering of credit, however the amount depends on a variety of factors, including credit usage, history, income, bank verification, state, or city limitation, which to say a full application is to be completed based on the regulation of the Equal Credit Opportunity Act, ECOA. Cottonwood Financial is closing the complaint as satisfactory.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at *********************** or via email at *************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial

Customer response
02/24/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They seem to have misread my previous message where I state that their company is the company I'd like to stop sending me mailers, I do not wish to jump through hoops to stop receiving their garbage, especially since they definitely increased the amount of mailers sent after I SUPPOSEDLY was removed from their list. That process was done over the phone, the secretary at the ****** heights location gave me a number, said "call this and follow the steps and we'll stop sending mailers." I DID THAT. THEY SENT WAY MORE. THERE IS A CLEAR CORRELATION HERE, AND I DONT LIKE IT. Either they're intentionally harassing me in this ridiculously ***** manner, or that secretary LIED and deserves some form of discipline. The company responded to my last message saying I wanted automatic approval for a loan. that's just the secondary condition should the first one not be met, which is STOP SENDING ME FALSE ADVERTISEMENTS IN THE MAIL.

Regards,

*************************
Business response
02/28/2022
February 28, 2022

BBB
10019 *****************************************
*********, ** 53214

Re: Case ID #********: *************************

To Whom It May Concern,
Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of
correspondence from your office dated 02/23/2022, regarding a complaint filed by *****
******* in regard to Marketing opt out.
Cottonwood has reviewed Mr. ******** complaint and offers the following response:
Customer filed a complaint with ******************** stating that he was receiving multiple
pre-approved Cash Store loan advertisements. Cottonwood financial responded with
instructions on how to opt out and included regulatory facts on the **** guidelines for loan
approval, ****************** was not satisfied with the response. We have provided specific
instructions for the consumer to follow, however as a courtesy Cottonwood will make an
exception and use his response as an Opt-out request and no more marketing solicitations
will be sent out. Cottonwood Financial deems this case closed.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any
questions regarding this response, please contact me at ************************ or via email at
*************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial
Business response
02/28/2022
February 28, 2022

BBB
10019 *****************************************
*********, ** 53214
Re: Case ID #********:*************************

To Whom It May Concern,

Cottonwood Financial *****, LLC d/b/a The Cash Store (Cottonwood) is in receipt of correspondence from your office dated 02/23/2022, regarding a complaint filed by ************************* in regard to Marketing opt out.

Cottonwood has reviewed Mr. ******** complaint and offers the following response:
Customer filed a complaint with ******************** stating that he was receiving multiple pre-approved Cash Store loan advertisements. Cottonwood financial responded with instructions on how to opt out and included regulatory facts on the **** guidelines for loan approval, ****************** was not satisfied with the response. We have provided specific instructions for the consumer to follow, however as a courtesy Cottonwood will make an exception and use his response as an Opt-out request and no more marketing solicitations will be sent out. Cottonwood Financial deems this case closed.

Cottonwood appreciates the opportunity to address and resolve your concerns. If you have any questions regarding this response, please contact me at *********************** or via email at *************************************

Regards,

*******************************
Compliance Clerk
Cottonwood Financial

Customer response
02/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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