Complaints

This profile includes complaints for Cashco Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cashco Financial

  325-8170 50 St NW Edmonton, AB T6B 1E6

• 

  Cashco Financial

  4510 56 St Wetaskiwin, AB T9A 3M5

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  Cashco Financial

  1420-C Albert St Regina, SK S4R 2R7

• 

  Cashco Financial

  140-195 17 St W Prince Albert, SK S6V 3X4

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  Cashco Financial

  361 Tranquille Rd Kamloops, BC V2B 3G4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan online only to receive no kind of email or response from cashco I then took it upon myself to research a branches email address and reached out via email I was then lead on by a representative who told me to send all my documents into her and she would help me so I sent her everything that was being asked of me which was things like my banking statements, my ID, government mail and job information

  Business Response

  Date: 22/04/2025

  We have asked that this person actually come into the branch with ID in hand as their ID as this person and her ID are linked to potential fraud.

  We ask this so that when the client comes in and proves they are in fact the right person - We encourage them to go to the police.

  If it is a fraud situation and the client comes in - we then contact the police.

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan with this company and they denied my application. A week or so Later on a random day, not my payday, they debited from my account $777 and change. I do not understand this as the only banking information that was used went through a company called ***** that is supposed to be a third-party. The only way a PAD And banking information should have been possessed by this company would have been if they had accepted my application and we had entered into a contract with my signature authorizing them to do so. I did reach out to this company and they agreed that I did not have an outstanding loan with them because I had been denied. They did call me back only once, left a voicemail with an apology and offering to forward the $48 *** to my account. I have asked repeatedly by email and phone, for them to explain how this happened in the first place as I find it extremely distressing and violating. They have chosen to not contact me back but did forward the $48. I could do without the $48 if I could understand how or why this happened in the first place. It should have been impossible, and Im pretty sure it is illegal. A few days later I received a call from the same company to ask about my loan application. The agent seemed confused as to why she was calling me. I said no thanks and hung up. Im not sure how business is being run there, but I think you need to look into it. I know the branch I was dealing with is numbered 502, however in their Emails it does not outline where that branch is located so it is possible that I have selected the wrong location. however, after an exhaustive ****** search, I cannot be 100% sure which location is 502. I dont think it matters, though, as the software system would be companywide, and therefore my issue is with the company and not the branch. That being said it was for the branch to reach out and at least attempt to answer my questions.

  Business Response

  Date: 07/11/2024

  
  We have investigated the issue and identified it as a training opportunity and have reached out to the client a few times with no response.

  Customer Answer

  Date: 07/11/2024

  I am happy to forward the email correspondence to you.

  It is an absolute lie to say there has been no response. Upon receiving their initial voicemail, I called back 17 times, left two voicemails and two emails. After I made this complaint, I finally got an email response back from them and there has been some back-and-forth since that time.

  I truly do not feel that this company is taking this seriously.  As I did not enter into any agreement with them and certainly they had no PAD from me, I believe that what they have done is illegal.  
  

  They have told me that the agent who was working on my Application mustve had a second file open at the same time and was inputting my personal details, including my banking and financial information into another persons file.  They said that they cannot confirm this as that agent is no longer with the company.  Because this is a payday loan company, they are already dealing with people that are financially vulnerable.  The NSF Or stop payments on my account looks as though I do not pay my bills. I recognize that the company has no ability to change what my bank statement says. 
  

  It has not been explained to my satisfaction how they were able to action a PAD That never existed. their attitude has been extremely callous. had I not sent a complaint into your office, have no doubt that I never wouldve heard from them again. They continue to lie by telling you they have received no response and I can prove that they have.  

  Business Response

  Date: 12/11/2024

  We have tried calling both cell & workplace numbers again, we are unable to get through. The Regional Manager has sent off an email in hopes to connect with the *******. 

• Initial Complaint

  Date:31/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  n October 17th I sent an etransfer to cashco 690 Oct 18 Noticed an automatic withdrawal from cashco for the amount of 690.I had been charged for a bill I just paid the day before I told cashco I needed them to send me back the money they had taken out of my account and told them I just paid my loan in full the previous day. Cashco and sent the payment back bc the money was clearly not in the account bc I paid my loan the previous day.Automatic withdrawal morning of Oct 18 *Called cashco said return the money bc they were paid already. *cashco sent me the etransfer for 690 *the bank giving me an nsf bc the money wasn't in there doesn't change the fact that my etransfer on the 17th was infact deposited.I called cashco was bc on Oct 18 after paying my loan in full the day prior they still try and withdrawal 690 when their was already sent and deposited. I paid it meaning it should not have been taken out 9f my account ***** why I was sent the payment back. However I have all the proof I paid my loan with an etransfer and that it was infact deposited but now I owe 700 they retuned the 690 you automatically withdrew. So I wouldn't get an nsf but I did anyways so thanks for that. No matter what way you look at it 690 left my account and was sent to you and then you attempted to withdrawal it so I asked for it **** and you gave it bsvk bc seeing how it was pd the day before the automatic withdrawal shouldn't have happened. The bank giving me the *** doesn't change the fact my etransfer of 690 was deposited. But I knew the payment wasn't going to clear bc the money was already deposited. . I'm requesting they clear my account of any balance bc I paid it in full already.

  Business Response

  Date: 31/10/2024

  After review the clients file I have seen the following...

  Within the loan documents which the client signed, there is a pre-authorization form for the EFT stating that on Oct 18th, 2024 an EFT for $690 will come from their BMO account.

  I would like to note that while we did return the client the $690 - This loan did not go through and was returned from the bank as non sufficient funds.  

  Leaving the clients loan unpaid and is still outstanding.

  Thank you

   

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 22495989
  
  I am rejecting this response because:
  I paid the loan before the automatic payment was taken out of my account. The automatic payment should not have come out bc my bill was already paid in full when the automatic payment came out of my account. When I paid my bill in full I figured the system would stop the automatic withdrawal seeing how the payment was deposited but the automatic payment was not stopped. They gave me the payment back bc the funds were already deposited the day before 
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/11/2024

  Regardless of what happened on the 18th, on the 17th I sent an etransfer of 690 to cashco financial. Spoke to an agent from cashco on the phone who confirmed reciept of the etransfer and I was told I could reloan the following day. The etransfer was infact deposited before the automatic withdrawal of 690 that clearly would be returned seeing how they received the 690 before the automatic withdrawal. My account with ********************** had been at 0$ meaning I could reloan until the automatic withdraw was returned and that's because the money they tried to take on the 18th was already in Thier account so the money wasn't there. Idk why the system would try to take it out if my balance was at 0 and it was paid. But the loan was 100% paid in full before the automatic withdrawal on the 18th.ive been to the bank and confirmed this loan company cashco was paid on the 17th of october. 

  Customer Answer

  Date: 01/11/2024

  I have included the screenshot of the etransfer being deposited on October 17th. So regardless of what happened on the 18th it doesn't change the fact that I did send the payment in full and it doesn't change the fact that cashco received the payment. On the 17th of October. My loan was paid. I seen it. I tried to reloan on the 19th and then all the sudden my loan was set to unpaid and I owed my loan again. Cashco tried to take another payment (on the 18th)after my loan was paid in full (on the 17th) I don't understand how that means I didn't pay my loan in full. Where did the 690 dollars go ********** says it was deposited. I no longer have the 690 dollars. I spoke to a agent from cashco that confirmed reciept of the etransfer and cashco still claim my bill isn't paid. I am not to blame for the actions of cashco. I paid my bill early at that and all this confusion and loss on my part due to the financial commitments i couldn't be met and hardship all together bc of this misunderstanding. The automatic withdrawal doesn't change the fact that my bill had already been paid in full prior to cashco taking it again on the 18th.

  Customer Answer

  Date: 08/11/2024

  Hi I'm just wondering what's going on with this case. I haven't heard back yet. Thank you. I've submitted all documentation to prove I infact paid what I owed prior to cashco taking a second payment on the 18th 

  Customer Answer

  Date: 09/11/2024

  I've sent in proof that the loan was paid in full on the 17th of october I can send it again if need be. Please just let me know as I've been trying to get this settled so I may reloan from the company paying this bill and not being able to reloan has sent me into financial hardship. Being out of 690 dollars is alot of money to just 'lose' seeing as they are saying they didn't recieve payment however I did infact pay this bill. I have all the proof from my *** bank account. Thank you. 

  Business Response

  Date: 12/11/2024

  Upon review, the auto withdrawal on October 18th came back NSF on Oct 25th. Please see attached!

   

   

  Business Response

  Date: 12/11/2024

  Upon review, the auto withdrawal on October 18th came back NSF on Oct 25th. Please see attached!

   

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22495989
  
  I am rejecting this response because: regardless to whether the payment on the 18th went through or not the payment that was made on the 17th  did go through and was deposited on the 17th so regardless of the payment clearing or not I still paid the bill. I definitely don't have the 690. And again I have proof of the money leaving my account and going into ******* account on the 17th. I transfered money into my *** account and then I paid my bill on the 17th before the payment was withdrawn. 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 19/11/2024

  I am aware the payment didn't go through on the 18th. I'm not arguing that fact. What I am saying is I paid the loan off in full before the 18th. So *** why you tried to take a second payment on the 18th when my loan was already paid. You should not have tried taking out a second payment and this wouldn't be happening. And the reason the payment didn't go through is bc the money that would have been in the account was taken out early and sent to cashco in a etransfer. So clearly the transaction didn't go through, you had no right to be taking a second payment in the first place so rightfully so it was returned. Cashco is responsible for the unauthorized automatic withdraw and for the added fees and nsf fees at my bank that have occurred due to this unauthorized transaction and complete insabordnanton on cashcos behalf. 

• Initial Complaint

  Date:26/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The financial has taken out the payment 5 times in 2 months. Then taking the payment out twice in 2 days. Causing extreme financial problems.

  Business Response

  Date: 07/10/2024

  Our client has a loan with us and one of the payments did not go through. Payment for 8/27/2024.

  Next regular payment was due 9/25/2024 
  

  The additional payment was to cover the payment that did not process through his account.
  
  We have tried to connect with the client to offer a refund of the NSF fees either by adding them to his loan as a payment or a cash refund of $50...  To cover 2 NSF fees.

   

  Thanks

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed a payment in December and made arrangements with them to pay it off by making $200 payments every month instead of my regular 150 they agreed to this. January February March payments went through my bank account. I have the screenshots to prove it and I showed them that. They proceeded to harass me and said that I owe them the full amount of the loan because I missed March’s payment which I never did I provided ******* the information she asked for the first time. They have marked January, February, and March’s payment as missed and reported it to Equifax as such and is threatening me to pay the whole amount because they’ve harassed me to the point where I’ve reacted and have made mistakes lied about them, and will not take accountability.. I have all the text messages and email messages to prove once I showed them that ******* lied instead of being responsible, they put me in collections under threatening, legal action against me even though I’ve made all my payments, and I’ve proven it to them. A previous thing that happened with them on a separate occasion. They were taking money out of my account without my permission, not the amount that they were supposed to, and allowed to take out they took out a higher amount which caused me to change my banking info, so now they no longer have control of that account And another separate incident I was paying into some subscription called the village that they offered $150 a month for a year and a half only to find out. I never benefitted from it at all so when I asked them about the money that I paid into why it wasn’t all going to my loan because my loan payment was 300 and only 150 was going to my loan payment and the other 150 was going to some email group called the village. I am out all that money now they harassed me and I’m sick of it.

  Business Response

  Date: 06/04/2023

  Good Day,

  This is a misunderstanding on the customer's part about products and how loan payments are applied, as well as the impact of not paying credit back on the outlined terms.  Additionally, we do not report to Equifax at all so it seems the client may be mistaken about what credit is impacting her Equifax report.  Attempts are being made to work with this client to get her back on track. 

  Customer Answer

  Date: 06/04/2023

  
  Complaint: 19896814
  
  I am rejecting this response because:

  no, there is no misunderstanding of nothing. The fact is you guys were taking money out of my account different amounts and what I previously gave permission for you guys harassed me. You guys were rude to me you pushed me to the point where all you cause nothing but emotional stress you take payments without permission and you guys are upset because you have no longer control over that bank account you were once previously running you’re lying. I have a screenshot of you reporting a missed payment three times the past three months. This is the thing you guys continue to lie you’re still lying now to try to get yourself out of this situation  I suggest an employer that a supervisor look into my case specifically because you guys are misrepresenting yourselves and being very misleading right now. You have no problems leaving people broke when you take unauthorized payments. Facts. I want this fixed. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 17/04/2023

  I spoke with the client again today and have tried once again to explain how payments are applied to past due loans and that making current payments will not change the fact that the loan is still late.   For the purpose  of reporting to the credit bureau, the loan is still 90 days in arrears and until the missed payments are made up, even if she continues to make all upcoming payments it will not change the fact that the loan is still in arrears. 

  Customer Answer

  Date: 18/04/2023

  
  Complaint: 19896814
  
  I am rejecting this response because: it has nothing to do whether I understand the situation. I understand how your operation works. It has everything to do with how you treat your customers as human beings because you guys don’t. And push people to the point where they go into mental distress and that’s when people start killing themselves and you guys just don’t care about that as long as you’re getting your money. the fact being that your system is not accurate, and still shows that the payment that is being made, every month is being made the system is going to keep you behind, and you’re always going to be paying them an exorbitant amount of money. The amount just keeps getting higher and higher now all of a sudden my loan has an extra thousand dollars added onto it this past year why? 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:26/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cashco was affiliated with ***. Once that arrangement ended, Cashco seized my account with a positive balance. I've asked over a dozen times for MY money, each request is avoided, phone calls not returned once, and they blame *** who in turn, and rightfully, point a finger at Cashco. Shady business practice bordering on criminal. I'll next persue a criminal complaint with the RCMP failing an immediate response and resolution.

  Business Response

  Date: 27/02/2023

  I have been able to contact *** and verify what happened with this client's account.  We have made arrangements for the client to pick up a bank draft today at his *** branch of choice.   

  Customer Answer

  Date: 27/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19501412, and find that this resolution is not satisfactory to me.
  

  As of 15:15 Feb 27, 2023, *** has not received a bank draft from Cashco.
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:20/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a bank account set up through cashco for day to day banking, For a few years. But I guess at the end of January they would no longer be banking, or their partnership with *** had ended. Which I was still using till the fifth of February, paying bills, interact etc. payslip was deposited on the third, I try taking money out at a atm on the night of the sixth or seventh the atm takes and won’t return the card. The next morning I’m told about the partnership ending at the the ***, I go to cashco to find out about they are no longer banking, and that an email was sent out and to look for that. No luck, I take a direct deposit/debit form to the ***. They can’t access anything on cashco’s end but can make an appointment to open an account. Back to cashco, I see how I go about retrieving my funds. I have the account number, transit, institution, takes my name my number and sends an email to someone. I’ve yet to hear back as to how I can retrieve these funds.

  Business Response

  Date: 21/02/2023

  In conjunction with ***, we began the process of emailing and telephoning all clients back at the end of October  to let them know of the disolution of our partnership in banking and the transition plan for these clients.  Unfortunately, in this situation, we did not have current contact information for this client so all attempts to reach him by both Cashco and ***  (email, telephone, regular mail) failed and the client was unaware that this partnership would end. Through this process there was  designated support team that worked through the transition and not all *** locations were trained and equipped to handle the transition.  I have reached out to this client and put him in touch with someone directly from the transition team to get this resolved and also provided my direct phone number in the event his situation is not rectified by end of day tomorrow. 

  Customer Answer

  Date: 21/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19438890, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ******
  

• Initial Complaint

  Date:13/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a loan from Cashco in Oct of 2018 and, for a 60 month loan(biweekly) of an amount of 214. My loan was to be paid off by Oct 2023. I recently found out they extended time period of my loan because of NSF payments I had happen. During I was a student and was financially strapped but I always made up for the payments plus the NSF charges from my bank and Cashco. Can they really do this? I’m mortified that I still at this time owe over 5,199. Please help me with this. I have paid into this loan so much and it’s crazy that they want me to keep paying until June 2025. This is a massive amount of money. No one from the company ever explained that the NSF payments would greatly affect the term of my loan. I was so happy thinking I would be done paying off my loan in Oct of 2023.

  Business Response

  Date: 13/02/2023

  We have reviewed this clients loan history.  We will reach out to the client to better explain why several NSF payments as well as skipped payments early in a daily interest accruing loan will have such significant impact and we will be offering her a resolution to this loan. 

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The way conduct business and the way they lowball you and offer you next to nothing for a pawn is so unreasonable and they should have there license revoked and be shut down for good I'm still in shock (BIG WASTE OF TIME )...

  Business Response

  Date: 06/02/2023

  This complaint is not regarding Cashco Financial - this complaint is regarding a completely separate entity **** ****** ****.  We have no affiliation with them other than renting space from them for our office in 3 locations. 

• Initial Complaint

  Date:08/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed loan documents with this company in 2019, the documents all stated an end date of Oct 7, 2022 as the final payment. I deferred one payment in April 2020. My payments were biweekly 149.30. On December 8, 2022 I spoke to a representative to confirm what I thought were my last 2 payments and they advised I still owed approx 244.00 on the loan, I was advised this day I would pay 149.30 on Dec 16, and a remaining 118.60 as my final payment on Dec 30, 2022, it was asked by myself numerous times through the conversation that this was for sure the final payment; i was told yes it was. I checked my bank on Dec 31 and saw the company took 149.30 for the Dec 30, 2022 payment. When I checked my online loan account it was now showing they would be taking another payment Jan 13, 2023 for approx 87.00. I'm wondering why they have taken 7 payments past the final date provided on the documents I signed, why the info on the loan keeps changing, and how they can put their customers in financial distress with no explanations. No one can give me reasoning for the extra payments. They jump from excuse to excuse, they advised its interest. But at what point do they stop charging interest? My loan on my car updates the end payment date and amount if a payment is deferred, but Cashco can't seem to figure out how to calculate and prepare loan documents to show the actual final payment date. They keep tacking on charges. This is the company to go to only if you want a Neverending loan payment. I have paid 7 extra payments as of Jan 13, 2023 and want these payments refunded as the documents they made sure to pull up in the office on Dec 31, 2022 clearly stated an end date of Oct 7, 2022, but couldn't explain why im still paying when I pointed it out to them. Horrible company that shouldn't be in business of loans if they can't calculate them. They are here for scaming people who are already struggling, the associates are not trained enough to be able to provide legitimate answers.

  Business Response

  Date: 09/01/2023

  Good Day,

   

  Thank you for allowing us to rectify this issue with this client.  We have definitely identified some training opportunities with some newer staff.  We have opted to refund the client for some of her payments and to clear this loan in order to do what is right for her.  We have also reassigned some training to staff as well as looked at improving our current training material for all staff. We have also suggested she submit her documents for loan coverage as that may also help her. 

  Customer Answer

  Date: 09/01/2023

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

  
  

  I have reviewed the response made by the business in reference to complaint ID 18704239, and find that this resolution is satisfactory to me.

  I would like to know a time frame for when I will receive the refund, what method will the refund be issued, and when the account will be closed.  I would also like to confirm that the company will NOT being attempting to take any form of payment from my bank account from today Jan 9, 2023 onward. I would also like to receive a letter stating my account is paid in full and closed. 
  

  
  

  
  

  Sincerely,

  
  

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