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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Online application was filled out with my name and information. A loan was granted and funded under my social security my identity. The person that stole my identity had my information correct. Name address email and social correct. The money was funded to PNC bank account based out of Indiana. Never heard of PNC they are not anywhere near my place of living. When I found out about this was told to file a police report. The most the police could do was take a sworn statement. They had no application no information to go in investigate this. I asked Advance America for the original application that was filled out. They refused to give it to me said they can't because the application was done online. They have refused to fix this matter been uncooperative with clearing my name. Trashed my credit and I have had lots of contact but never applied thru a loan thru them
Business response
10/29/2024
October 29, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******** ******** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Missouri, Inc. (“Advance America”), is in receipt of a complaint filed by ******** ********* We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ******** ******** contends a loan with Advance America was originated using their personal information; however, was not authorized. ******** states, “They have refused to fix this matter been uncooperative with clearing my name.”
According to our records, ******** entered into a Customer Loan Agreement (“Agreement”) with Advance America on September 9, 2024. Pursuant to the Agreement, ******** agreed to repay an amount of one thousand seven hundred sixty dollars and eighty-three cents ($1760.83) in twelve (12) bi-weekly installments of one hundred thirty-five dollars and forty-six cents ($135.46) and one (1) final installment of one hundred thirty-five dollars and thirty-one cents ($135.31) due on March 14, 2025. Payment attempts have been made; however, have been returned.
As stated previously to ********, to further our investigation, they may submit a copy of their police report or FTC Identity Theft Report noting the loan above was obtained fraudulently to ******************************** or ************************************** In the meantime, we recommend ******** contact our Customer Care Team at ***** ******** to discuss mutually agreeable payment options regarding their past due balance.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Missouri, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was offered a small loan and I had some car issues and I tooked the offer and boy did . I regret it. They scammed my bank account , they invaded my privacy and they accessed my private account information…they Add access to my phone password every single thing in my phone my private stuff. I am so upset about these people they need to be in jail.Business response
10/20/2024
October 20, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******* ***** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of California, LLC (“Advance America”), is in receipt of a complaint filed by ******* ****** We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ******* ***** contends they were offered a loan, however now, “They scammed my bank account, they invaded my privacy and they accessed my private account information…they Add access to my phone password every single thing in my phone my private stuff.”
Please be advised neither the loan nor the communications described above, came from us, Advance America. Advance America would never operate under the conditions described above, to use personal customer information for anything other than the purpose of a loan. The communications described above appear to be part of an effort to defraud customers, like *******, by falsely claiming to represent Advance America.
We recommend ******* visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: . It is imperative that ******* exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of California, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received an email on 10/6/2024 from this email address: ************************** I applied for a few different unsecured loans online - so I had expected to see loan offers. The email says this: Loan Documents $8000 Hello ****** **** Subject: Loan Confirmation Your loan application has been approved for up to $8000. Please click on Review & Sign to complete your loan paper. Loan Amount: $8000.00 Interest rate: 8.95% (APR) Loan Term: 36 Months Monthly Installment: $249.85 Please call back ASAP to proceed ahead with the deposit. Thanks & Regards Jim Miller Sr. Loan Manager +* ***** ******** CASH ADVANCE AMERICA San Francisco, CA, USA. This was followed by a second email from **** *** after I signed the loan documents. Signing the documents included providing my bank account number, routing number and bank name. I completed it and sent it through **** **** I was not able to keep a copy. However, the phone number listed for Jim Miller (same loan agent as on the email) showed a different phone number on those documents. I did not try to call the numbers until 10/7/2024. But on 10/7/2024 I am no longer able to access the documents I signed on 10/6/2024. I also received voicemail from Jessica from Advance America on 10/3/2024. Her phone # is *** ********. On 10/6/2024 I left her two voicemails. No returned calls from her on 10/7/2024. I call Jim's number and Jessica today and it goes to a ******* gift card recording. I did get ahold of a male, but it is to sign you up for a card I do not want. Online, I found an Advance America phone number for customer care as ************** No live person was available, and their options do not get you to the option it says.. Checked for open loan based on my social - and nothing came up. I am concerned my bank account is in jeopardy. I need to ensure I have a safe bank account is my desired settlement. I can also provide the saved voicemails from the female - it is on my cell phone. Emails were uploaded.Business response
10/16/2024
October 16, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ****** **** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of California, LLC (“Advance America”), is in receipt of a complaint filed by ****** ****. We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ****** **** contends they received an email regarding a loan confirmation from “Cash Advance America”. ****** contends they were approved for a loan of up to $8000. ****** provided the email address, **************************** and phone numbers, ************** and “************” with their complaint.
Please be advised neither the loan nor the communications described above, came from us, Advance America. Advance America is not affiliated with the business name, “Cash Advance America”. Furthermore, Advance America does not offer loans in the amount described above in the state of California. The largest loan available is two hundred fifty-five dollars ($255). Advance America employees do not utilize email addresses on the domain, *********************” nor do we own or operate the phone numbers, ************** or “*************.
We recommend ****** visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: . It is imperative that ****** exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of California, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
you constantly call me stop I do not have a loan with you also you had a guy call me a ***** and I asked who he worked for he said us bank you are committing fraudBusiness response
10/15/2024
October 15, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ****** ******* * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Missouri, Inc. (“Advance America”), is in receipt of a complaint filed by ****** *******. We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ****** ******* states, “you constantly call me stop I do not have a loan with you also you had a guy call me a ***** and I asked who he worked for he said us bank you are committing fraud”.
According to our records, ****** entered into a Customer Loan Agreement (“Agreement”) with Advance America on August 27, 2024. Pursuant to the Agreement, ****** agreed to repay an amount of two thousand fifty-one dollars and thirty-nine cents ($2051.39) in eighteen (18) bi-weekly installments of one hundred seven dollars and ninety-nine cents ($107.99) and one (1) final installment of one hundred seven dollars and fifty-seven cents ($107.57) due on May 16, 2025. To date, there have been no completed payments as agreed. On October 8, 2024, the loan entered default which halts all interest from accruing. ****** has a past due balance of one thousand three hundred one dollars and seventy-two cents ($1301.72). We recommend ****** contact our Customer Care Team at ***** ******** to discuss mutually agreeable payment options.
If ****** did not originate the loan above, we recommend they send a copy of their police report or FTC Identity Theft Report to or *************************************. Once we receive one (1) of those documents noting the loan above was originated fraudulently, we will be able to further our investigation.
With regards to ******’s complaint referencing calling on an elevated level, calling them a name, and being affiliated with “US Bank”, we are perplexed. Upon receipt of ******’s complaint, we reviewed all calls made to their phone number. We did not find any evidence of elevated calls nor any of our agents calling ****** any name or stating any affiliation with “US Bank”. Advance America is not affiliated with “US Bank”.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Missouri, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
a person stating he was from advance america told me that you can no longer go on their website to change your password. he than told me you have to call advance america to have a rep change it for you. to me that's not secured to do that.Business response
10/11/2024
October 11, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ******* ***** * ********* *** ********
Dear Cindy:
Purpose Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc. (“Advance America”), is in receipt of a complaint filed by ******* ****** We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ******* ***** states, “a person stating he was from advance america told me that you can no longer go on their website to change your password.” ******* further states, “he than told me you have to call advance america to have a rep change it for you.” ******* contends that it is not a secure process.
With regards to ********* *omplaint referencing having to have an Advance America representative update and change a customer’s password, we are perplexed. Customers have the option to request a password link sent to their email address to update their password or they are more than welcome to contact our Customer Care Team at ***** ******** *or further support. We apologize for any information that was miscommunicated to ********
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Purpose Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I withdraw $50 a week ago from Advance America and then $100 two days ago (for a total of of $150). I tried to pay my balance this afternoon, as I'm obviously accruing interest. The website said I couldn't pay there so I called the provided customer service number. I was told that I'm not allowed to pay any of my balance until it's been at least five business days after my last withdrawal. I asked to speak to someone with more agency and was told that no one can override it. This seems predatory and possibly illegal on Advance America's part. If I knew I would be forced to let interest accrue for a certain amount of time, I wouldn't have used their services.Business response
10/18/2024
October 18, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ********* ****** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Kansas, LLC (“Advance America”), is in receipt of a complaint filed by ********* ******. We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ********* ****** states, “I withdraw $50 a week ago from Advance America and then $100 two days ago (for a total of $150).” ********* states, “I tried to pay my balance this afternoon, as I’m obviously accruing interest.” ********* contends they were unable to make a payment within a certain period of time after a draw. ********* states, “This seems predatory and possibly illegal on Advance America’s part.”
Unfortunately, at this time debit cards are unable to be used as a payment method online within five (5) days after a draw. ********* may schedule an ACH or visit a local branch with cash to make their payments during that time if they choose. We apologize for the inconvenience and thank ********* for bringing this to our attention.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Kansas, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was notified by text message that my loan was approved. I never applied for a loan and had never heard of Advance America before this. I contacted Advance America and told them that someone was fraudulently using my information. They advised (Kim T***** with Advance America) they needed a a police report. I filed a police report with my local agency and provided that report to Kim at Advance America. They told me via phone that the account would be closed. I thought the ordeal was over, but now I'm getting calls from a collection agency. Advance America is impossible to get ahold of by phone and no one will email me back. I NEVER APPLIED FOR A LOAN. The phone calls are harassment at this point. I want the account CLOSED and for the collection agency stop contacting me over a FRAUDULENT LOAN. Advance America should be held accountable.Business response
10/18/2024
October 18, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ***** ******** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Kansas, LLC (“Advance America”), is in receipt of a complaint filed by ***** ********* We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ***** ******** contends a loan was opened using their personal information; however, was not authorized. ***** states, “I filed a police report with my local agency and provided that report to Kim at Advance America.”
According to our records, ***** provided the police report number, not the physical report. The physical report was requested; however, never received. On October 11, 2024, the account was flagged as fraud, the police report number confirmed, and a request was sent to the third-party debt buyer to return the account. ***** no longer owes a balance to Advance America.
We understand that *****’s personal information was improperly used to secure a loan through Advance America. Please note, we are not aware of how the information was obtained by the individual. We have thoroughly investigated the fraudulent activity and taken appropriate action. Although *****’s information was misused by another individual, we remain fully committed to safeguarding all personal data entrusted to us.
Identity Theft presents an ever-evolving threat to the consumer finance industry. As a victim of fraud, ***** may wish to visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: . It is imperative that ***** exercise caution and diligence in the handling and distribution of their personal information.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Kansas, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I got threatening email today, 10/02/2024 for a loan NOT mine. I do not and never have had any outstanding loans with Advance America.Business response
10/11/2024
October 11, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: **** ******** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Florida, LLC (“Advance America”), is in receipt of a complaint filed by **** ********. We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, **** ******** states, “I got a threatening email today, 10/02/2024 for a loan NOT mine.” **** states, “I do not and never have had any outstanding loans with Advance America.”
Please be advised neither the loan nor the communications described above, came from us, Advance America. Advance America would never threaten a customer with legal action that could not lawfully be undertaken, nor would it condone such behavior by third parties acting on its behalf. Lastly, the communications appear to be an effort to defraud customers, like ***** by falsely claiming to represent Advance America.
We recommend **** visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: . It is imperative that **** exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Florida, LLC, under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Advance America told me originally that I’d have to pay $250 to be approved for a loan. A month later Justin W******* of said company told me I’d have to pay $150 for approval for same loan then I’d be given the loan. But after I paid the $159, he said I’d have to pay $250 more for the loan. That isn’t fair or in my eyes morally right. I demanded my $150 back. He said I’d get half of it back cause the other half went for the cancellation fee. But I’d have it back within two hours. Later that evening he said it’d take 48 hours. Nothing was coming out right with anything he said. Instead it feels like a scam from the get go.Business response
10/11/2024
October 11, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: ********* ********* * ********* *** ********
Dear Cindy:
Purpose Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc. (“Advance America”), is in receipt of a complaint filed by ********* ********** We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, ********* ********* states, “Advance America told me originally that I’d have to pay $250 to be approved for a loan.” ********* contends that about a month later, an additional $150 was requested. ********* contends they tried to request a refund; however, it has not been received.
Please be advised neither the loan nor the communications described above, came from us, Advance America. Advance America would never operate under the conditions described by *********, to require funds upfront from the customer to be approved for a loan. Advance America does not operate any brick-and-mortar storefront locations in the state of Virginia, nor does it offer online services to residents in the state of Virginia. Lastly, the communications appear to be an effort to defraud customers, like *********, by falsely claiming to represent Advance America.
We recommend ********* visit the FBI reporting website for further guidance and assistance in reporting this incident. The link to this resource can be found here: . It is imperative that ********* exercise caution and diligence in dealing with any financial transactions, especially those that seem suspicious or unfamiliar.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Purpose Financial, Inc. f/k/a Advance America, Cash Advance Centers, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk AnalystInitial Complaint
10/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
3 time this year, I lose the ability to log into and service my account. It then takes months, for their incompoetant, IT department, to fix it. The it happens again, within weeks.Business response
10/08/2024
October 8, 2024
Cindy R*****
Better Business Bureau
*** ***** ****** ******* **** *
Greenville, SC 29601
RE: **** ****** * ********* *** ********
Dear Cindy:
Advance America, Cash Advance Centers of Oklahoma, Inc. (“Advance America”), is in receipt of a complaint filed by **** ******. We have thoroughly reviewed and appreciate the opportunity to respond.
In the complaint, **** ****** contends they have struggled to maintain online portal access even after it has been corrected.
After receiving ****** ********** we investigated and discovered that **** had two separate profiles in our system, which was causing the login issues. We have since merged the profiles, and **** should now be able to log in without any further problems. We apologize for the inconvenience this has caused and appreciate **** bringing it to our attention.
If **** experiences any further issues, they can reach out to me directly at or contact our Customer Care Team at ***** ********.
This letter is written under a full reservation of rights and is not intended to be, nor should it be construed as, any admission of liability or as a waiver of any rights afforded Advance America, Cash Advance Centers of Oklahoma, Inc., under any applicable laws, statutes, or procedures.
Sincerely,
Ally P*****
Senior Compliance Governance & Risk Analyst
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304 total complaints in the last 3 years.
143 complaints closed in the last 12 months.