ComplaintsforCommunity Choice Financial, Inc.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went and received a loan in December of 2022 for personal needs. When I applied and went to the facility they told me that I can use my vehicle as collateral. When I agreed to the loan it was explained to me that it was an installment and if I paid $365 monthly on time that my final payment would end in October of 2023.

  Now I am 2 years in and still paying $365 and this company will not release my title. They have went through so many employees that the agreement of my loan have went from an installment loan to I need to repay $2800 in full to release my title. I have paid way over $8000 to this company.

  I was told and still have the written agreement of payments from a previous employee there.

  I am beyond disappointed in the lies I was told just to receive $2500. I have explained to several employees that I am not giving any more money bc I have paid triple the amount I was given and that the employee that explained to me I was doing an installment loan handed me a piece of paper explaining my monthly options.

  I have never missed a payment and at this point I just this company off my title to my vehicle and refund of the money I have over paid.

  

  Business response

  10/28/2024

  October 28, 2024
  
  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 the ***************************** 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 contracted an installment loan in December of 2022, using their vehicle as collateral,with a monthly repayment of $365.00, ending in October of 2023. The Complaint states they have paid $365.00 for two years and the company will not release their title. They claim the agreement changed from an installment loan to them needing to repay $2,800.00 in full to receive their title back, and they have paid over $8,000.00, triple the amount they borrowed. They claim they have been lied to and have a written agreement of payments from a previous employee explaining their monthly options. The Complainant is requesting their title to be returned and a refund of their overpayment.

  A review of InstaLoan records revealed that on December 3, 2022, a single pay title loan was obtained in the principal amount financed of $2,846.09 at a storefront in ********, **. The Complainant granted a security interest in a 2011 Kia ******* with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,940.49 on January ******. However, to the extent they chose not to repay the entire balance, the Complainant could, at a minimum, pay the accrued interest and elected premiums and renew the loan for an additional thirty (30) days. On January 2, 2023, the Complainant made a payment of$365.75 and refinanced their existing loan of $2,836.88. The loan was contracted to be repaid in full in the amount of $2,931.06, on February 1, 2023.

  Between February 6, 2023, and August 15, 2024, the Complainant refinanced their loan on eighteen (18) occasions. The final refinance was completed on September 20, 2024, in which the Complainant made a payment of $387.91 and refinanced their loan for the remaining balance of $2,837.06. The loan was contracted to be repaid in full in the amount of $2,945.89, on October 20, 2024.

  It should be noted and contrary to the Complainants statement, they contracted and refinanced multiple single pay title loans as evidenced by the original loan agreement and subsequent refinances. At the time of loan origination, the Complainant signed a Consumer Finance Loan 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 important to note, under the single pay loan model, it is the expectation of the customer to pay the loan in full on or before the due date. However, instead of paying the full amount due, the Complainant chose to pay only minimum amounts due on several occasions, thereby incurring additional fees. Further to the point, the Interest; Application of Payments; Prepayment section of the agreement outlines how payments are applied to the loan:

  Interest will accrue daily on the outstanding principal balance. The interest rate is ******* % per year.Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year Lender calculates and charges interest, including interest on past due principal, as permitted by Chapter 516 and applicable regulations. If any finance charge or other fee is held invalid, the remainder shall remain in effect. To the extent permitted by law, for purposes of determining Lenders compliance with the law,Lender may calculate charges by amortizing, prorating, allocating and spreading. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.

  By signing the loan agreements, the *********** acknowledged their understanding of the terms and conditions of the loans.

  InstaLoan believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. Therefore,the Complainants request for the title and a refund for overpayment will not be granted. InstaLoan understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks such that making timely payments are difficult. Should the Complainant have any further questions regarding their account we encourage them to contact InstaLoan at *************.

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

  
  

  Customer response

  10/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22462910
  
  I am rejecting this response because: The loan was misleading and so was the employee that provided the loan. I explained that I could only make monthly payments and not pay the pay in full and she said that will be fine. So I have paid monthly payments on time and the amount that was provided to me to pay. I have paid way more than $3,000 to this fraudulent company and now I need my title back. This company need to employ people that will not take advantage of people by false advertisement and information. I would have never agreed to the loan if that was the case, this company is very misleading and deceitful.
  
  Regards,
  
  ****** *********

  Customer response

  10/29/2024

  I have submitted paperwork 

  Customer response

  10/29/2024

  I have submitted paperwork 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/18/2024 I received a charge of 80$ on my checking account from this place and I would like a full refund please as I have no ties with your company. Thank you

  

  Business response

  10/22/2024

  October 21, 2024
  
  Better Business Bureau
  *************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by ****** **** (Complainant).Community Choice Financial of *************, DBA Check into Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant states there was an $80.00 charge through their checking account on October 18, 2024. They want a full refund as they do not have ties with the company.
  
  A review of Check into Cash records revealed that on August 31, 2024, an installment loan was obtained at a storefront in ******, OK in the principal amount financed of $600.00. The loan was contracted to be repaid in eleven (11)biweekly payments of $80.48, beginning September 20, 2024, and final payment of $80.43, due February 21, 2025.
  
  Check into Cash recognizes the seriousness of identity theft and has extensive measures in place to help mitigate the fraudulent use of unlawfully obtained data. Accordingly, the Complainants account has been forwarded to our ************************* and the Complainant has been provided with an Identity Theft packet via the email address provided on their complaint which includes instructions for pursuing a claim of fraud and the documents necessary for an investigation.
  
  Check into Cash strongly urges any consumer who suspects that their information has been compromised to report such incidents to all applicable law enforcement agencies and take all possible precautions to secure their personal identification and financial information. Helpful tips concerning Identity Theft may be found on the ************************'s website at ********************.
  
  We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
  
  Sincerely,
  
  BSG Consumer Complaints
  PO Box 550
  *******************

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchases a motorcycle from a seller that had two lien releases signed on the title, and it also had a signature and stamp from an individual affiliated with TitleMax as the seller on the back of the title preventing me from retitling in my name.

  I reached out to the local office 9/9/24 and was told they could not help me. I reached out to their corporate office in ******* and they collected all info and was told they would order a replacement title, and I would need to wait 30 days. I requested a letter on letter head that stated they the signature was an error, but they would not issue such a letter so I could take care of this quickly.

  I called back on 10/2 and spoke with Fantasia, asking for an update on the replacement title and was told I needed to wait until after 10/9/24 allowing the full 30 days to process.

  I called back again 10/14/24 and spoke with ******, and was told no such request for a replacement title was ordered and I needed to speak with the local office, and she transferred my call to the San Antonio office.

  I gave the local employee all the info and was told she would need to reach out to her supervisor who does not work in that office. I requested a timeframe on when I should expect a call back as I've been waiting for over 30 days so I can get this title in my name. She could not provide that info, and accused me of being rude, spoke over me, and hung up on me.

  I am not a customer off this organization, and just want to get this corrected so I can retitle and drive the motorcycle I purchased.

  I would like on answer on what this organization intends to provide to correct this in a timely manner, along with a point of contact since no one seems to understand what or how to address this.

  

  Business response

  10/16/2024

  October 16, 2024
  
  Better Business Bureau
  *************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by ******** **** (Complainant).TitleMax, 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 purchased a motorcycle that had two lien releases signed on the title, and it also had a signature and stamp from an individual affiliated with TitleMax as the seller on the back of the title, preventing them from retitling in their name. They reached out to the store who claim they requested a new title, but it has been past 30 days, then the store said they had not requested it. The Complainant is not getting any help and representatives are being rude.
  
  Based on the Complainants information provided within the Better Business Bureau complaint,we are unable to identify a customer account with *********************** without obtaining further identifying information. They are encouraged to contact TitleMax directly at ************** to provide further identification so that any existing account may be located, and appropriate investigation can be conducted.
  
  TitleMax endeavors to assist everyone with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration the Complainant may have experienced.
  
  We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
  
  Sincerely,
  
  BSG Consumer Complaints
  PO Box 550
  *******************

  Customer response

  10/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22420500
  
  I am rejecting this response because: 

  The VIN # was provided with the attached pictures, which was not an issue for anyone to look up from TitleMax during each of my calls.  Again, the issue is that someone signed as seller, which needs to be corrected by TitleMax.  The liens were already released.  What does TitleMax intend to do to correct their error?

  
  Regards,
  
  ******** ****

  Customer response

  10/17/2024

  An email was sent per instructions with the front and back of the title showing the liens were released, and that they signed the back of the title as seller.  TitleMax need to request a new title or provide a letter stating that the seller line was signed and stamped in error.  

  Customer response

  10/17/2024

  ******** <***********************************>
  Attachments
  2:07 PM (38 minutes ago)
  to info
  
  Attached please find the front and back of the title requested.  The front shows the liens were satisfied and released.  The back shows someone signed and stamped the title as seller, which should never have been presented back to the owner without correcting first.  I need the title corrected so I may retitle in my name as the purchaser.  I'm also going to fined for the delay in retitling because TitleMax requested 30 days on 9/19/24 and any additional time for necessary corrections.  Please let me know if you have any additional questions.  
  
  Thank you,
  ******** ****
  ************

  Customer response

  10/17/2024

  ******** <***********************************>
  Attachments
  2:07 PM (38 minutes ago)
  to info
  
  Attached please find the front and back of the title requested.  The front shows the liens were satisfied and released.  The back shows someone signed and stamped the title as seller, which should never have been presented back to the owner without correcting first.  I need the title corrected so I may retitle in my name as the purchaser.  I'm also going to fined for the delay in retitling because TitleMax requested 30 days on 9/19/24 and any additional time for necessary corrections.  Please let me know if you have any additional questions.  
  
  Thank you,
  ******** ****
  ************

  

  Business response

  10/22/2024

  October 21, 2024
  
  Better Business Bureau
  *************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to rebuttal referencing the complaint filed by ******** **** (Complainant). 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 attached the front and back of the title. The front of the title shows liens were satisfied and released but the back shows someone signed and stamped the title as the seller, which should never have been presented back to the owner without correcting first. They need this corrected.They are going to be fined for the delay in retitling because TitleMax requested 30 days on September 19, 2024, and any additional time for necessary corrections.
  
  Upon completing our investigation, we found that ****** ***** has never been an employee at our organization and was not on staff during the time the document in question was signed. To resolve this matter, we recommend reaching out to the seller directly and collaborating with the *** to correct any discrepancies in their records.
  
  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

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to get the rest of my money to pay a medical bill and I told them I needed it and they won't give it to me and I told them that I wanted to keep my car and get the money and they didn't the lady thought I was going to surrender my car to them but I said no I wasn't and they locked my account

  

  Business response

  10/16/2024

  October 16, 2024
  
  
  Better Business Bureau
  ******************************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by **** ****** (Complainant). TitleMax of ************* *** TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant states they requested to borrow additional funds, however ******** did not grant their request. The Complainant states they wish to retain their vehicle despite a ******** employees belief they were going to surrender their vehicle. The Complainant claims their account was then blocked and is requesting a refund.
  
  A review of TitleMax records reveals on February 2, 2024, a **** was obtained in the principal amount of $518.00 at a storefront in ********, **. The Complainant granted a security interest in a 2011 Honda Pilot with a VIN ending in ******.The **** was contracted to be repaid in full in the amount of $621.55 on March 3, 2024. However, to the extent they chose not to pay the amount in full to redeem the vehicle, the Complainant could, at a minimum, pay the outstanding pawnshop charges and interest and extend or refinance the **** for an additional thirty (30) days. On April 18, 2024, and August *******, the Complainant refinanced their **** on multiple occasions, borrowing an additional $6,694.00. The last refinance was completed on September 23, 2024,in which the Complainant paid the minimum and extended their **** of $7,112.56.The **** is contracted to be repaid in full in the amount of $9,464.13 due on October 23, 2024.
  
  On October 9, 2024, the Complainant was advised additional funds were available; however, the Complainant stated they were not interested.On October 14, 2024, TitleMax received a call from the Complainant stating they cannot access available funds on their account. The Complainant was advised to return to contact the storefront where the **** originated for more information on their **** to discuss what would be needed to receive the additional ******** of the date of this response, the Complainant has not contacted the store.
  
  To address the Complainants claim that TitleMax erroneously believes they would like to surrender their vehicle, we apologize for the error.
  
  
  As we believe that the conditions of the **** were clearly disclosed and cannot find any evidence of wrongdoing, the refund request will not be accepted at this time. The Complainant may contact Speedy Cash directly at ************** for any other questions or concerns regarding their account.
  
  We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.
  
  Sincerely,
  
  BSG Consumer Complaints
  **********************
  *********************;    
  

  Customer response

  10/17/2024

  
  **** ****** <*****************************>
  Wed, Oct 16, 7:23 PM (13 hours ago)
  to disputeresolution
  
  You guys didn't do your job 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my loan and it has come out of my bank account but is not reflected in my online Speedy Cash account so they are attempting to take out another payment. The customer service person on the phone refused to help me and was very rude.

  

  Business response

  10/14/2024

  *******************
  
  Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). SCIL INC, LLC DBA Speedy Cash, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant states they paid off their loan, but it is not showing as paid on their online Speedy Cash account.  They allege Speedy Cash is attempting to take out another payment. They further state the customer service representative on the phone refused to help them and was very rude and desire a billing adjustment. 

  A review of Speedy Cash records revealed on July 10, 2024, an installment loan was obtained in the amount of $1,000.00 online. The loan was contracted to be repaid in over fourteen (14) months with thirteen (13) payments of $157.92, due every other Friday beginning on July 19, 2024, and a final payment of $157.98, due on January 17, 2025.  Based on the payment history, we have received 6 payments in the amount of $157.92. On October 4, 2024, an ACH payment in the amount of $775.25 was scheduled and on October 9, 2024, the payment posted to the account, which paid the loan off in full. On October 10, 2024, an email was sent to notify the Complainant of their account status.

  Speedy Cash endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration the Complainant may have experienced. We have forwarded the Complainant’s claim to the appropriate members of management. 

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

  
  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained the loan on 12.15.22, and in June 2024, the transmission failed on the car which the title loan was secured.

  I contacted the branch to see what my options were when dealing with an immobile vehicle. ***************** at Titlemax ********************************************************************** informed me that if the automobile broke down, the only option was to bring it (at my own expense) to the Titlemax Branch, where they can confiscate it and list it on my credit report as if I had defaulted on a loan.

  I explained to the new Manager, whom I had never met before since payments were always made on time and through the portal, that it was not my intent to default on the loan, but rather to find a common ground of resolution since the car was not mobile. we got nowhere, so I obtained the phone number to the Director of Operations.

  The D.O. explained that to pursue a settlement, I would need to submit a cost estimate to fix the vehicle.

  On September 19th, 2024, I submitted the estimated cost of $2,002.00.

  It's been two weeks since the documents have been submitted and I have not heard anything. I then called the D.O again and asked for an estimated date on when the settlement will be accepted, they replied, there is no time frame.

  As of today, I did my best to comply with all consumer rules and regulations and have paid $14,050.26 to TitlleMax, not to include the money that I will be required to pay because they have not acknowledged a settlement by 10.10.24.

  My loan is only $5,368.00. I've paid this loan more than three times the stated amount and I am unable to obtain any assistance in settling when my car breaks down?

  So, my assumption is I will never be able to walk out of this debt with good standing; I don't want a defaulted loan, so they will wait on my settlement and squeeze these payments out of me.

  I cant move in getting a new car and I cant get this one fixed because payments of ****** are going to the titlepawn. its been a nightmare and horrific.

  Customer response

  10/07/2024

   

  As additional information to provide this is the estimate received and what was sent to Titlemax on 9.19.24

   

  

  Business response

  10/09/2024

  October 9, 2024
  
  Better Business Bureau
  **************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of ************* DBA TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.

  To summarize, the Complainant indicates their vehicle is inoperable and asked TitleMax about a settlement. The Complainant further states they have hear nothing additional after submitting an estimate cost to fix the vehicle. The Complainant claims they have paid more than three times the **** amount and requests assistance.

  A review of TitleMax records revealed that on December *******, a **** transaction was obtained in the principal amount of $2,518.00 at a storefront in ********, **. The Complainant granted a security interest in a 2014 ****** Camry with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $2,920.62 on January 14, 2023. However, to the extent they chose not to pay the amount in full to redeem the vehicle, the Complainant could, at a minimum, pay the outstanding pawnshop charges and extend or refinance the **** for an additional thirty (30) days. The Complainant made two (2) payments on January 14, 2023, and February 9, 2023, in the amount of $402.62 each to extend their due date an additional 30 days.

  Between February 15, 2023, and September 14, 2023, the Complainant extended or refinanced their **** multiple times, occasionally borrowing additional funds. The final refinance was completed on September 10, 2024. As outlined in the most recent agreement, the **** is contracted to be repaid in full in the amount of $6,039.00, on October 10, 2024. On October 7, 2024, the Complainant was informed that their request for a settlement agreement had been declined.   

  The Complainant entered into a **** transaction with TitleMax.  Under a **** transaction, the entire balance of the **** becomes due and owing in thirty (30) days.  The Complainant has no obligation to redeem the Vehicle or make any payment on this ****.  As indicated in the Initial Term; Extension and Continuation:

  The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date 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 Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
  
  Contrary to their allegations,the Complainant has not paid more than three times for the ****.  Rather than pay the pay the balance in full,the Complainant chose to pay the minimum pawnshop charges and extend or refinance the **** each month thereafter, thereby accruing additional charges. 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.

  Redemption or continued payment extending the maturity date of the **** is up to the Complainant. Nothing in this agreement gives us any recourse against them other than our right to take possession of the vehicle upon default in accordance with Georgia law.  By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****.
  TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************** for questions regarding their account.

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

  
  

  Customer response

  10/10/2024

  
  ******* ***** <*****************************>
  Attachments
  Tue, Oct 8, 9:14 AM (2 days ago)
  to *********************************************************************************
  
  Hello, 
  
  As an additional update on Ref. # ********, I received a call from Titlemax yesterday stating they will NOT grant the settlement request, I would need to settle with a Higher $ amount and they may reconsider. is this even legal? I have already paid 3 times over the borrowed amount, the car is not even functional to continue making these payments with no recourse on if they will ever accept a settlement. Also while looking over documents I noticed they falsified the application stating that my credit score was a 600. It is not lower, but I suppose to get the loan that is what they needed to state. Document attached. 
  Please review the complaint in its entirety as this cannot be legal. 
  --
  ******* *****
  Payroll Partner, Atrium
  
  ************  |  *************************
  
  ********************************************************************
  
  ****************** | *************************************************************

  

  Business response

  10/16/2024

  October 16, 2024
  
  
  Better Business Bureau
  ******************************************************
  
  RE: BBB Complaint ID ********
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of ************* DBA TitleMax, a member of the Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant states they were informed by TitleMax that the requested settlement will not be granted, however TitleMax may reconsider a higher settlement amount. The Complainant claims they have paid three (3) times over the borrowed amount and as the vehicle is no longer functional, debates continued payments with no recourse of a settlement being accepted. The Complaint alleges falsification of their credit score on the application, inferring the score had been altered in order for the loan to be approved. The Complainant, questioning the legality of TitleMaxs actions, is requesting a review of the complaint in its entirety.
  
  It should be noted that contrary to the Complainants statement of receiving a loan TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans. Accordingly, each **** ticket signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn:
  
  This is a **** transaction.Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.
  
  A review of TitleMax records revealed that between February 15, 2023, and September 14, 2023, the Complainant extended or refinanced their **** multiple times, occasionally borrowing additional funds. The final refinance was completed on September 10, 2024. The **** is contracted to be repaid in full in the amount of $6,039.00, on October 10, 2024. On October ******, the Complainant was informed that their request for a settlement agreement had been declined.
  
  The Complainant entered into a **** transaction with TitleMax. Under a **** transaction, the entire balance of the **** becomes due and owing in thirty (30) days. The Complainant has no obligation to redeem the Vehicle or make any payment on this ****. As indicated in the Initial Term,Extension and Continuation:
  
  The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date 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 Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
  
  Contrary to their allegations, the Complainant has not paid more than three times for the ****. Rather than pay the balance in full, the Complainant chose to pay the minimum pawnshop charges and extend or refinance the **** each month thereafter, thereby accruing additional charges. 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.
  
  Redemption or continued payment extending the maturity date of the **** is up to the Complainant. Nothing in this agreement gives us any recourse against them other than our right to take possession of the vehicle upon default in accordance with Georgia law. By signing this agreement, the *********** acknowledged their understanding of the terms and conditions of the ****.
  
  To address the claim of the falsified application, TitleMax uses a proprietary scoring system for its loan underwriting process. This proprietary scoring system produces an internal score that TitleMax, and only TitleMax, uses to determine whether a consumer is eligible to receive a loan. In addition, in the Your Credit Score and the Price you Pay for Credit document it states:
  
  What if there are mistakes in your credit report? You have a right to dispute any inaccurate information in your credit report. If you find mistakes on your credit report,contact **********************, which is the consumer reporting agency from which we obtained your credit report: **********************, a part of Experian, ************************** P.O. ***********************, 1-************. It is a good idea to check your credit report to make sure the information it contains is accurate.
  
  The Complainant is welcome to proceed with disputing the information in the document by contacting ********************** reachable at **************.
  
  TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************* for questions regarding their account.
  
  We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************.
  
  Sincerely,
  
  BSG Consumer Complaints
  **********************
  *********************;    
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Original contract was said to be at a 12.5 interest rate because of my good payment history and they have not stuck to that agreement. Based on that. The contracts are misleading and unfairpractices. When I question them about this, they told me someone would get back to me and never did.

  

  Business response

  10/07/2024

  BB Dispute Resolution Team:
  
  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 original contract shows their interest rate to be 12.5% due to their good payment history. They believe the contracts are misleading and unfair practices. They’ve asked questions regarding their issues and was told someone would get back to them and never received a response.

   A review of TitleMax records revealed that on January 3, 2024, a pawn was obtained in the principal amount financed of $3,018.00 at a storefront in Madison, GA. The Complainant granted a security interest in a 2014 Dodge Grand Caravan with a VIN ending in 238075. The pawn was contracted to be repaid in full in the amount of $3,470.40 due on February 2, 2024. If they chose not to pay the entire balance, they could, at a minimum pay the pawnshop charges and extend the pawn for an additional 30 days. Between January 30, 2024, and September 12, 2024, the Complainant chose to extend their existing pawn on seven (7) occasions. On September 12, 2024, the Complainant made a payment of $143.29 and refinanced the pawn, borrowing an additional $3,000.00. The pawn is contracted to be repaid in full in the amount of $6,350.94 due on October 12, 2024.  

  At the time of pawn origination, the Complainant signed a Pawn Transaction Disclosure Statement and Security Agreement that clearly discloses the annual percentage rate in accordance with the Federal Truth-in-Lending Act and Regulation Z. By signing the pawn agreement, the Complainant acknowledged their understanding of the terms and conditions of the pawn outlined in Pawnshop Charge section, which states:

  Pawnshop Charge:
  The Pawnshop Charge for the initial 30-day period of the Pawn Transaction is 12.5000 % of the principal amount advanced, with a minimum Pawnshop Charge of $10.00 for such period. The Pawnshop Charge shall be deemed earned, due, and owing as of the Pawn Date. If this Agreement is continued and extended as provided in Section 4, the Pawnshop Charge for the first two extension periods will be 12.5000% of the principal amount outstanding, with a minimum Pawnshop Charge of $10.00 for such period. For extensions that continue the Pawn beyond the first three 30-day periods, the Pawnshop Charge for each subsequent 30-day period will not exceed 12.5% of the principal amount outstanding, with a minimum Pawnshop Charge of $5.00 for each such period. The Annual Percentage Rate (“APR”) for the initial 30-day period of this Pawn, and each of the first two renewal periods thereafter, is 152.08%, and the amount to redeem the Vehicle during each such period is $6,350.94. The foregoing APR and redemption amount are calculated assuming that the principal of the Pawn will not be increased or decreased after the Pawn Date and that you will pay all Pawnshop Charges in full and on time. After the first three 30-day terms of this Pawn, for each subsequent 30-day term, assuming that the principal of the Pawn will not be increased or decreased after the Pawn Date, that you will pay all Pawnshop Charges in full and on time, and that the periodic Pawnshop Charge is equal to 12.5000% of the principal amount advanced, the APR for each 30-day term is 152.08% and the amount to redeem the Vehicle during each such period is . If you pay any amount to reduce the principal amount of the Pawn or borrow additional funds and sign a new Agreement, the foregoing disclosures no longer apply.

  The expectation is for the customer to pay in full on or before the expiration of the thirty (30) day pawn term. However, rather than paying the balance in full, the Complainant elected to pay any outstanding interest and fees and extend the pawn for an additional thirty (30) days on each occasion thereby accruing additional charges. 

  TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for the poor customer service and any frustration you may have experienced. We have forwarded the Complainant’s claim to the appropriate members of management. Should the Complainant have any other questions or concerns regarding their account, we encourage them to contact TitleMax directly ###-###-####.
  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
  ** *** *** ********** ** *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  3 years ago pawned my title, and Ive been paid the balance off, but theyre still making me pay & Ive been stuck paying them for years

  

  Business response

  09/27/2024

  September 27, 2024

  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 TitleMax, a member of the ***************************** 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 pawned their title and paid the **** off; however, Titlemax still requires payment. They further allege they have been paying TitleMax for years. They are requesting a refund of $2,000.00
  A review of TitleMax records revealed that on March ******, a **** was obtained in the principal amount financed of $518.00 at a storefront in ***********, **. The Complainant granted a security interest in a 2007 **** F150 with a VIN ending in A04635. The **** was contracted to be repaid in full in the amount of $626.73 due on April 3, 2022. Pursuant to the terms of the agreement, the Complainant agreed to pay the entire balance due on the **** on or before the due date, or, to the extent they chose not to repay the entire balance, they could, at a minimum, pay the **** shop charges and renew the **** for an additional thirty (30) days.  On March 7, 2022, the Complainant made a payment of $10.87 and refinanced their existing **** of $518.00, borrowing an additional $1,025.00. The **** was contracted to be repaid in full in the amount of $1,820.59, due on April 6, 2022. When the payment was not received,the account went into past due status. Due to continued non-payment, on May 25th,2022, the vehicle was repossessed. On May 28th, 2022, the Complainant made a payment of $521.00, releasing the vehicle and refinanced the **** for $1,542.47,which was contracted to be repaid in full in the amount of $1,819.96 due on June 27, 2022. No additional payments have been made to date.
  At the time of **** origination, the Complainant signed a **** Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed,total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and **************** addition, the agreement includes notices on Extension and Continuation which states:
  The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date at our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued.
  Under the 30-day **** model, it is the expectation of the customer to pay the **** on or before the due date.  However, instead of paying the full amount due, the Complainant chose to refinance, make the minimum payment (or not make a payment at all), thereby incurring additional fees.  Therefore, the balance has not been paid off and the Complainant was only making minimum payments to renew the ****.  By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the ****.
  TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Therefore, no refund will be issued.
  We hope that we have fully addressed the complaint.Should the Complainant or the Better Business Bureau require further explanation, we may be reached at ************************************

  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a payment and it has cleared b my bank. The company stated the did not receive but I made the payment on there website I have provided multiple forms of resources to show if clear and they still to not what to take the payment

  

  Business response

  09/26/2024

  September 26, 2024
  
  
  Better Business Bureau
  1169 Dublin Road
  Columbus, OH 43215
  
  RE: BBB Complaint ID 22311337
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by Erika Barnes. (Complainant). A Speedy Cash Car Title Loans, LLC, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  To summarize, the Complainant alleges to have submitted a payment, however it has not posted to their loan. The Complainant claims the payment has cleared their bank account and to have provided multiple forms of resources as proof. The Complainant is requesting to apply payment to their loan.
  
  A review of CheckSmart records reveals that on April 5, 2023, a single pay loan was obtained in the principal amount financed of $400.00 at a storefront in Tempe, AZ. The Complainant granted a security interest in a 2016 Volkswagen with a VIN ending in 373620. The loan was contracted to be repaid in full in the amount of $422.35 due on April 15, 2023. On April 15, 2023, the Complainant made a payment of $50.00 and refinanced their existing loan of $372.35. The loan was contracted to be repaid in full in the amount of $401.48, due on April 29, 2023.
  
  Between April 29, 2023, and July 31, 2023, the Complainant refinanced their loan on five (5) more occasions, borrowing an additional $446.37. The final refinance was completed on December 19, 2023, in which the Complainant made a final payment of $15.19 and refinanced their loan for the remaining balance of $759.85. This installment loan was contracted to be repaid in twenty-three payments of $84.99 due semi-monthly beginning on December 31, 2023, and a final payment of $85.01 due on December 15, 2024.
  
  A review of the payment history on the most recent refinance indicates we received the payment of $84.99 on September 15, 2024. Unfortunately, due to a processing error, this payment was not reflected on the Complainant’s account and has since been corrected. We apologize for any inconvenience this may have caused. If the Complainant has any further questions regarding their account, we encourage them to contact CheckSmart at (800) 856-2911.
  
  We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at consumer.complaints@ccfi.com.
  
  Sincerely,
  
  BSG – Consumer Complaints
  5165 Emerald Pkwy #100
  Dublin, OH 43017     
  

  Customer response

  09/27/2024

  They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly

  Customer response

  09/27/2024

  They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly

  Customer response

  09/27/2024

  They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly

  Customer response

  09/27/2024

  They have not corrected the account. I received a call yesterday about my account be past due. So I am forced to make a double payment because the still refuse to have to account balance reflect correctly

  Customer response

  09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22311337
  
  I am rejecting this response because: 
    They still have not updated my account. I recently ever a call yesterday about a due balance. For them to take all this time and still not correct the issue is upsetting. Now today I have to make two payment with impacting my financially, also what about the extra interest accrued on the account because the messed up. 
  Regards,
  
  Erika Barnes

  

  Business response

  10/09/2024

  October 9, 2024
  
  Better Business Bureau
  1169 Dublin Road
  Columbus, OH 43215
  
  RE: BBB Complaint ID 22311337
  
  BBB Dispute Resolution Team:
  
  Thank you for the opportunity to respond to the complaint filed by Erika Barnes. (Complainant). A Speedy Cash Car Title Loans, LLC, a member of the Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
  
  Within their rebuttal they indicate their account was not updated. We apologize for any inconvenience this may have caused.  As of the date of this response, the account shows the $84.99 payment of September 15, 2024. Additionally, in an effort of good faith, we have applied a $94.49 rebate to their account. If the Complainant has any further questions regarding their account, we encourage them to contact CheckSmart at (800) 856-2911.
  
  We hope that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at consumer.complaints@ccfi.com.
  
  Sincerely,
  
  BSG – Consumer Complaints
  5165 Emerald Pkwy #100
  Dublin, OH 43017     
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I borrowed a loan in the amount of $2500 from Instaloan using my 2010 Honda CRV as collateral and gave them my title too in October 2022. I was told that my payments went by my income. I was told to pay $200 per month, but to try to pay more to bring my payments down. I've have paid consistently on this loan since that time until now. We relocated to Maryland in October 2023, and I still make my payments each month. During July of 2024, I decided to make 2 payments in hopes of trying to get out of the interest and into the actual principle and even spoke with the manager ****** about it. At that time before the 2 payments, the amount owed was $2889. When I asked him how long it would take for me to get to paying the principle, he told me that each $100 dollars I pay over $100 goes towards the principle amount. Upon calling to see the amount of my payment for September, I was told it was $300, and was told that their interest rates went up. I responded that the notice I received stated interest would increase by 36% for new loans and refinanced ones made on or after August 15, 2024, which should not have affected me. Jayloub got on the phone and explained that whoever told me the info I had about the loan payments was wrong and that unless I pay the original amount of $2500 all at once, it didn't matter how much I paid each month, none of it would go towards the principle amount. I became angry and told them that I'm surrendering my vehicle because at this rate, I would never be able pay it off. No one has come to pick the vehicle up. At this point, it is parked in front of my home with the key inside, so that it can be retrieved. I'm in need of someone to review my case to ensure fair practices were followed. Thanks, **** I relocated to Maryland in

  

  Business response

  09/24/2024

  ***********
  
  Thank you for the opportunity to respond to the complaint filed by **** ******* (Complainant). TMX Finance of Florida, Inc. DBA InstaLoan, a member of the CCF Intermediate Holdings LLC 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 questions how their payments were applied to their loan.

  
  A review of InstaLoan records revealed that on October 27, 2022, a single payment loan was obtained in the principal amount of $1,721.05 at a storefront in Jacksonville, FL. The Complainant granted a security interest in a 2010 Honda CR-V with a VIN ending in 001095. The loan was contracted to be repaid in full in the amount of $1,789.41 on November 27, 2022. However, to the extent they chose not to repay the entire balance, they could, at a minimum, refinance payment and enter into a new loan agreement. On November 28, 2022, the Complainant made a payment of $216.07 and refinanced their existing loan of $1,574.75. The loan was contracted to be repaid in full in the amount of $1,715.45 on December 29, 2022.

  
  Between December 27, 2022, and August 18, 2024, the Complainant refinanced their loan 20 times borrowing an additional $1,000.00 total. The last and final refinance was completed on August 18, 2024, in which the Complainant made a payment of $224.05 and refinanced their loan for the remaining balance of $2,391.36. Our records show the Complainant voluntarily surrendered the vehicle on September 17, 2024.

  
  At the time of loan origination, the Complainant signed a Consumer Finance Loan 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 important to note, under the single pay loan model, it is the expectation of the customer to pay the loan on or before the due date.  However, instead of paying the full amount due, the Complainant chose to make smaller payments thereby incurring additional fees.  As indicated in the Interest; Application of Payments; Prepayment section of the agreement:

  
  “Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.”

  
  By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans. As previously mentioned, the loan obtained by the Complainant is a single pay loan. The Complainant has yet to make a payment in full for any loan, but rather has chosen to make small payments and refinance the remaining balance. 
  
  InstaLoan is committed to treating its valued customers in a fair, honest, and transparent manner. InstaLoan reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
  InstaLoan believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing. Should the Complainant have any further questions regarding their account we encourage them to contact InstaLoan at (800)804-5368.
  
  We **** that we have fully addressed the complaint. Should the Complainant or the Better Business Bureau require further explanation, we may be reached at consumer.complaints@ccfi.com.
  
  Sincerely,
  
  BSG – Consumer Complaints
  **** ******* **** **** ******* ** *****       
  

  
  

  Customer response

  09/25/2024

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

*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. ↩