Complaints

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

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  Cash Money

  4 - 2880 Queen St E Suite 316 Brampton, ON L6S 6E8

• 

  Cash Money

  1015 Granville St Vancouver, BC V6Z 1L4

• 

  Cash Money

  1248 Robson St Vancouver, BC V6E 1C1

• 

  Cash Money

  22444 Lougheed Hwy Maple Ridge, BC V2X 2T6

• 

  Cash Money

  2490 Main St Vancouver, BC V5T 3E2

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:16/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two loan with this company that I opened online my first laon I sent my documents my email which was confirmed, I keep getting calls from 2 different location to apply for an installment loan, which I advise the agents I have already applied and got denied for the line of credit, The agent said no and tried again, then they locked my account and I currently have an open loan, * **** * ********* *** ****** ** ** ** ******** ****** *** *** ** ****** now they are refusing to make me speak with a manager.n

  Business Response

  Date: 22/12/2022

  In an effort to ensure the security of Cash Money and especially that of our Customer’s for things such as unauthorized access to a customer’s account, changes made online to the customer information we have on file sometimes necessitates that we temporarily lock a customer’s file until such time that we can verify the change is valid.  We apologize for any inconvenience this may have cause.  It is our understanding that in this situation, with the customer’s assistance, we were able to verify that the file had not been compromised and the account was unblocked.  For further assistance please contact our Fraud Department at 1-***-***-****.

• Initial Complaint

  Date:16/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been attempting to pay off my loan and they have blocked all my payment methods so I'm unable to do so. They won't take my payment at all online or over the phone. I tried using multiple cards because none were working and my account was flagged for fraud. They asked me to email proof of the cards and my identity which I did. My email was not acknowledged and I am unable to reach them by phone (they are not answering) and I can't access my account. Meanwhile interest continues to accrue.

  Business Response

  Date: 22/12/2022

  In an effort to ensure the security of Cash Money and especially that of our Customer’s for things such as payment card fraud, we will temporarily lock a customers should we see any unusual activity in the customer’s file. We apologies for any inconvenience caused, It is our understanding that in this situation, with the customer’s assistance, we were able to verify what was needed and the account has been unlocked.  A credit of $98.75 will be deposited to the bank account we have on file in the next few days representing the amount of interest that had during the time the account was locked. For additional information/assistance, please feel free to contact our Fraud Team at ###-###-####.  

  Customer Answer

  Date: 23/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18595867, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:14/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was giving a $5000.00 line of credit from Cash Money back in 2019. I will be honest the first year was hard to keep up with the $150.00 monthly payments arrangement. I was asked to increase the payment to $300.00 last year. I've been keeping up with the payments, even though it was pretty hard. On a few occasions I reached out to Cash Money by email asking if they could change the dates for the payments, they agreed. Back in September I sent an email asking if they could change the payment dates to accommodate once again. I did not receive a response. Last night I received a call from a debt control agency, asking for the full payment. I was able to make arrangements with them. This was not necessary at all, Cash Money should have contacted me to review my payment schedule as well as the amount. Now this inquiry is on my credit report.

  Business Response

  Date: 30/11/2022

  According to our records, a payment arrangement was agreed to in September, however no further payments were received.
  
  We are always willing to come to arrangements with our customers.  Therefore, if we can come to an agreement for a payment plan that would see the debt eventually paid in full, we are prepared to recall this debt from the agency and remove the item from the credit bureau.
  
  If an arrangement has already been made with the agency, we will still honour our promise to request the item’s removal from the credit bureau upon payment in full.
  
  Please contact us at ###-###-####.  We will place a note on the file to see that the call is directed to a supervisor/manager.
  
  Please note, that during the time that the debt has been with the collection agency, no further interest had been added to the debt.

  Customer Answer

  Date: 01/12/2022

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

• Initial Complaint

  Date:11/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a line of credit with cash money back in 2018 I believe or 2019. Every two weeks they would automatically removing money from my account as soon as I receive my pay to pay towards the line of credit close to almost $450monthly. The line of credit was $4000 and at the time I had an amount of $3000 and something owing. ******** ** **** *** ** ******* **** *** * **** **** ** * ******* ***** *** *** ***** **** ****** **** ** ***** *** **** ** *** **** * *** ********* ** *** ** ******* ***** *** ***** ****** **** ****** * *** ***** **** ** ****** ** **** ** ******* *** ***** *** **** *** ** ******** *** ** ********* ******* **** **** **** ***** ** *** *** ****** ******* **** * *** ** ***** ** ******* ** ******** **** *** ***** *** ** ******* ***** *** *** ****. Times really got hard and I was not able to make that biweekly payment anymore and I spoke to them about it. They never once told me that my account had insurance or balance protection applied to it, and the high interest rate that I was paying, I found out later only $35 every two weeks was actually going towards paying down my loan, the rest was all a balance protection fee, insurance, and interest rates. Finally, after months back-and-forth with cash money, they finally told me about the balance protection and I applied for it. However it was never approved or even applied to my account because they kept calling me for payments, *** **** ******* **** * ******** ****** *** *** ** **** ** **** ** ******** * ****** **** * *** they still was trying to take money out of my account. I had no choice but to close that account down just to protect the little ** money that I was getting ** * ******** ** ********. After two years September 2022 they finally send my file to collection agency with the amount of $4122 and to date it’s at $5000. I have no plans of ever paying them back, because they damage my credit rating, and never applied a balance protection, which I was entitled too ***** *** ** **** *** * *****

  Business Response

  Date: 24/11/2022

  We forwarded this complaint to our Loan Protection Plan Program Management Team and to the Agent that manages the relationship between Cash Money and the Insurer.  It is our understanding that the Agent has been in touch, and that an agreement has been reached allowing for a new claim for benefits to be submitted, and a correction to the credit report should the claim be approved.

  Customer Answer

  Date: 02/12/2022

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

• Initial Complaint

  Date:24/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This guy named *** ****** emails me out of the blue, blind-sighting me as to collection payments owed on behalf of Cash Money. I remember back when settling with Cash Money to another third party company then after that I cut ties with Cash Money and didn’t even realize I had further money outstanding owing for the sum of a mere $63 for which now Mr.******* is seeking a $43 settlement. He has all of a sudden now decided to pursue it. Keep in mind the transaction happed more than a DECADE AGO 10+ years exceeding! According to the LAW, the statutes of limitations to pursue balance of debt for the province in which I reside in has expired several years ago. And now that I made him feel special by showing him the evidence, even as far as showing him my credit report pulled the same moment I received collections email and on it it’s clean and in good standing. Furthermore stating the facts *** *** ** ** **** **** *** ******** ********** **. The sum of amount owed is not even worth the travel to and from court yet, alone court costs associated. This has left me with a tainted and tarnished image of Cash Money, it’s subsidiaries and affiliates. **** ********* *********** *** ********* ****** *** * **** **** ***** * ********* ******* *** *********** ********** ****

  Business Response

  Date: 04/11/2022

  Due to an oversight by Cash Money we accidentally sold a residual balance that was on this account after having received a settlement payment through debt consolidation.  This residual balance should have been waived/written off at the time, but was missed.  We have since recalled this item from the collection agency we sold it to, and have waived the balance.  Calls should have stopped by now and we apologize for any inconvenience. 

  Customer Answer

  Date: 04/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  This is totally unacceptable and I will be seeking legal action! I wonder how many other countless innocent people that were subjected to your ********* violations? **** ***** ** ** ******** *** ***** ***** ** * ***** ** **** ***** ******** *********. Especially having me to deal with collections and BBB…

  Sincerely,
  
  Coby R.

  Business Response

  Date: 22/11/2022

  We are sorry you feel this way.  Cash Money is a regulated and licensed lender in each of the provinces we operate in.  As, such we strive to comply fully with all of the laws and regulations that govern our business.  We can only reiterate that your situation was a result of an oversight/error on our part and in no way intentional, or part of a larger stratagem.  We thank you for bringing it to our attention, allowing us to correct the error as outlined in our previous reply.”

  Customer Answer

  Date: 22/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I am seeking compensation for inconvenience caused.
  Sincerely,
  
  Coby R.

• Initial Complaint

  Date:16/08/2022

  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 paid off my Cash Money line of credit. The funds were returned to the bank account and my Cash Money account was locked. I called Cash Money to rectify the situation. Three agents advised me that I would have to go into a branch and pay cash. I visited a Cash Money branch to pay off the line of credit, where after a 45 minute wait the rep advised me that she is unable to access my account and I would have to reach out to the fraud department. A fraud department that is seemingly never available. This entire time, interest continues to accrue on a loan that I am unable to pay due to Cash Money.

  Business Response

  Date: 22/08/2022

  Business Response /* (1000, 5, 2022/08/19) */ In order to protect the financial interest of Cash Money and our customers, our records show that a large payment was processed using a payment card with the name of a person different to that of our customer, our Fraud Team was alerted, and the transaction reversed, and the account temporarily blocked while the Fraud Team investigated. It is our understanding that the Fraud Department was contacted, and the matter resolved. We regret any inconvenience that may have been experienced. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am 100% okay with the need to investigate a large payment. However, I was not notified of this. Which lead to interest continuing to accrue. Then I was misinformed by the phone agents to go into my local branch which further delayed the time that the loan was paid off and ultimately caused interest to continue to accrue. I believe that I should have been notified by the Fraud Department when the payment was reversed. Instead, I had to reach out to the department and provide information to prove that the payment was not fraud. If I didn't take the initiative to do this, what exactly were you investigating? I have paid off the loan but to me it's deceptive to mark someone's account as fraud, block them from being able to access said account, block the local branches from being able to access the account, not notify the account holder that the payment was not accepted due to possible fraud, and then continue to accrue interest. If I was notified and given the correct information from the day the payment was reversed, I would have settled the matter same day.

• Initial Complaint

  Date:15/07/2022

  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 was laid off from my job on 05/31. My attempts to use the protection were unsuccessful because I found another job 12 days later. I called on 06/15 and explained my new pay cycle started 07/11 I was told this would be deferred and that my pay cycle had changed. I was contacted on 06/27 saying my payment had been defaulted. I explained the situation again and called again on 07/08 and 07/11 to confirm that my account was in good standing. I saw my payment schedule still had not been moved and called on 07/15 to ensure that my payments would come out every second Monday as requested over a month ago. I was hung up on three four times, told I have a massive past due balance, and was spoken to in a degrading fashion. I am furious that this is happening when I just want to pay my bills on time. I am asking that the past due balance be waived off and I receive an apology.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 6, 2022/07/26) */ It is our understanding that one of our supervisors has reached out and resolved the issue with respect to the new pay cycle and waived any outstanding fees because of this misunderstanding. We have investigated and have identified some training opportunities among some of the agents that served you. Our call centre management will be addressing those opportunities with the responsible staff directly and with their teams at large. We strive to provide the best of care to all our client. Please be assured that we would never deliberately attempt to not resolve an issue.

• Initial Complaint

  Date:13/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company since May 2018. I have had no issues until recently when they ended up giving me misinformation about an up coming pmt for their Line of Credit. They tried to take it out of my account before I had money in it after telling me that I had til 9pm Fri. Apr. 1, 2022. I called in as soon as it was open that day, to try and get things fixed and back in order. I talked to someone and they spoke to their supervisor who told me to remove the direct pmt from my account so that I didn't get charged $50 from them and my bank as well for $100. Then I had someone at 9:01 am calling me up the next day yelling at me because I did that. I have a stop payment on them so that they can't do that. After dealing with this for 3 weeks and then I got sick with covid pneumonia, and was in quarantine, yet they were suggesting I break it to make sure they got there pmt. I went down there to the store 4 times between March 29th and April 1 to try and pay this and they have done nothing but be ***** ************ disrespectful and calling me sometimes up to 5 times a day, daily. I have made arrangements with them 4 times and they keep breaking them and then saying I am doing it. Like Jun 28 I was supposed to pay $114 to them to get the Line of Cred on track and I actually paid $125 and they are ********* me for the extra $55 I paid and all my arrangements were removed. Same with the Payday loan I have. I pay that back first then I would reborrow it and then pay the line of credit so I know how much money I am working with and they have made it impossible as they wanted the L of C paid first then the payday loan. This is now ongoing for 4 months no matter what I try to do to fix it, they go in and mess it up and change things, and break the arrangements themselves. I called in one day 12 times, talked to 26 ppl and still no one would take responsibility for the issue and help me. Just transferred me all over. Now they are threatening me with collections & other.

  Customer Answer

  Date: 14/07/2022

  Since having made this complaint they have called me another 8 times in 3 days. ***** ** ********** ******** *** ***. I really want to get this situation back on track with them, however they are making it impossible to do this being that they have broken their trust with me multiple times now *** *** ***** ** ********** **** * ** ******* ********* *** ****** ** ***** *** *** ***** ** **********. Let alone speaking to their agents in retention or even a manager. I had already made pmt arrangements with the back on June 7 2022 and they called up not sure what day however the agent *** **** *** ******* ********** *** said I had no arrangements made yet he refused to look into it or find out why there were suddenly none there. Then he got mad that I wasn't making them and said he was hanging up. At which point I got mad and swore at him and hung up. I called back in shortly there after to find out why their was nothing on my account. I finally got a Supervisor named Latoya, who was ***** ********** not helpful* ********** and read the agents notes back ***** **** *** ****. He said that I refused to verify my identity, I was rude, beligerent, angry, screaming and swearing the entire call. I said the fword once at the very end of the call. So she refused to help me and went about wiping out any other arrangements that had been made and tried to tell me that even though I made my pmts the day of June 28, they only showed up June 29, which my bank has confirmed they would have been able to see on their end, as the money was taken from my account immediately where it is usually pending for 3 to 5 days which has been the way it was before they removed their own PAC. However they said that wasn't good enough they had to have the money in their account the day of so I broke the arrangements myself. Which I don't think is fair. Because I have listened to their advice that they have given me since day 1 Fri. April 1/22 and it has caused me nothing but trouble. Even to the point back at the end of march they told an employee at one of their stores to take my money for the Payday loan, (knowing full well that I wasn't going to be able to reborrow, because they want the line of credit paid first. If its not paid they make it impossible to get things fixed. I always paid the Payday, then reborrowed and then paid the Line of Credit.) I do it that way and have always done it that way. Thus it would have ment that I would have no money what so ever and would have defaulted on the Lind of Credit. So they told him to do this because it was $690 where as the L of C was only $80-100. So that I didn't burn them for the PDL. A supervisor told him to do that. He told me and gave me my money back because he didn't want to do that to a customer. And said I want you to get this straightened out. So call them tomorrow and hopefully you can get this sorted with them. It took forever to have anyone take responsibility for the mess. Which made all of my other bills late, costing me more money and fees as well. To which point another agented called me irresponsible, and said that if I couldn't afford the loan I shouldn't have been allowed to take it. Which is BS because they let anyone have them. I have the ability to pay it they have just made it impossible to get anywhere and I have been setup to default on these loans more than once now, by them, and I am now being hit with even more interest daily on the PDL. Another agent set up the arrangements with my June 7/22 said to get the L of C back on track first and then we can work on the getting the PDL so I made those arrangements in good faith, made those payments June 28/22 as I promised that I would, paid a bit extra on each one **********, called 3-5 times a day, and when I have answered the phone I have been spoken to ******* ************* ****** ****** ********** with collections immediately, before I even spoke to them about the situation. They said the PDL was slated to go to collections in 7 days. I said it that happens it will be a dead account and it will never get paid because at that point I don't need to be worrying about a non pressing issue. After that they did work with me as I don't want either account going to collections if possible, however when they are refusing to work with me to help get things back on track and fix the mistake they originally caused what else can I do? They don't honor the arrangements that I made with an agent of their company *** *** ***** *** ** ***** ***** ******* ******* *** *** ** ****** ****** ***** *****. The last call that I had with then which was recently they told me that agent was new and that she was going to get in to trouble for making payment arrangements that were ridiculous considering it was based on the current amount not the amount after all of the interest. And she even added some money to the amount as well to try and compensate for that. So at this point both accounts are in default apparently higher ups reviewed my account within a 7 minute hold time ** **** ** ** **** ****, and if I didn't do it their way, PDL paying them 2 pmts of the full amount it was going to collections, then it was turned into 3 final offer, which was still way too much. My L of C is about $30 over the limit, and they are threatening me to go to collections for a bit more than that. I have told them I don't have any other cash available until pay day and they refuse to listen and are still calling me every day doing the same things and have since removed the payment arrangements and all other info completely from the online portal so that I don't even know how much this months payment is going to be. Trying to force me to call in. **** *** **** * * ****** ********* **** ** ***** ******* *** * ****** **** ** **** ******** *****

  Business Response

  Date: 21/07/2022

  Cash Money apologies for the sequence of events that led to this complaint. While this not an admission of wrongdoing, Cash Money has cleared the outstanding amount of $54.48, on the Line of Credit acknowledging loyalty to our company. There remains an outstanding balance of on the Payday Loan, please advise on any intention on paying this amount by contacting us at ###-###-####, or via email to *****************@*********.ca. One of our staff will more than willing to work on making suitable arrangements.

  Customer Answer

  Date: 26/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will accept the outstanding $55 to the Line of Credit. As previously stated I would like an actually written apology not just some report back through here. If you can write me a letter to tell me that I have defaulted on my account then you can write me a letter to apologize and to take responsibility for your actions in this mess *** ***** ** ** ***** ********** ** ** ******* *** *** **** ** ******. I have full intent as stated many many many times with your agents on the phone to pay off the Payday Loan, however at this time I can not pay it off in 2 payments of $350, or 3 payments of $233. I simply can not afford to pay a huge chunk off at this time, because the mess that has been caused over the last 4 months.
  I am also due to the last 4 months of this going on and on, not willing to pay the whole thing off and reborrow the amount as being suggested by you, because I have lost my trust and faith that this will not happen again and again. I am still trying to get several other bills /debts cleaned up now because of this huge mess, and things being made late or being defaulted ** *** ** *** ******** ****** **** ***** *** ******* ** ******* ** **** ****** ***** ******** **** ** *****. I set up payment arrangements on June 7th, for $10 a month for the payday loan, which were accepted and put on file, only to be wiped out on July 28th when I made the payments to both accounts, which is what I do every month when not in default mode so knowing it takes 3-5 days to clear regularly also means that it would take 3-5 days again while defaulted, ** **** *** * ***. And my bank verified that you can also see what day the payment was indeed made and when it was supposed to clear. So you put my account into default for no reason on June 28. ******* **** ***** ********** ******* **** *********. I want to get the Payday Loan paid off however all I am able to do at this point due to all of the other bills I am trying to now get back on track is $10 which like I said was accepted on June 7 and was put on my account and then wiped out by an angry, abusive manager named Latoya, on June 28 after making a payment for $18.62 at the time. If I can keep the payments as low as possible if I am able to I might see if I can add extra money to it, being that things are such a mess right now. Instead of saying oh yeah sure I can pay X amount only to have something happen and not be able to make that payment. I am trying to work with your company to get these accounts back on track and I am going to need some time before I can put more onto the payday loan to get it paid off, ******* ** *** ********* ********* * ********* **** ****** **. I can't just pay one company everything while everything else falls apart around me. I ***** **** ** ***** ***** ********** ********** **** *********** *** ***** ******* ** ********** ********* ***** ** **** ** ***** ****** ******* ** * ** * ***** * ***. However I don't know what else to do at this moment. It's going to take time to get everything back on track. So I hope that Cash Money will choose to work with me, instead of against me on this. So we can put it behind us and move forward towards a better business relationship. I really hope that we can work something out.

  Customer Answer

  Date: 28/07/2022

  ***Document Attached***
  This is unbelievable beyond belief. I tried to get into the Cash Money website on Wed. July. 27/22 from around 6 am to about 8 am. It kept telling me that neither the email or password I was using was correct. So instead of the Line of Credit payment being late yet again and it telling me that I have defaulted. I paid $130.00 from my bank account - (the one on file) at 8:08 am to make sure that the payment went through. I tried several more times to login between 8 am and 10 am then remembered that something similar happened a few months ago and they were having an outage. So I left it not having to worry because I made my payment from my bank account to the account number of my Line of Credit. It showed that it went through. I checked again later in the day and I was finally able to get logged in around 3:45 pm. Everything was fine. The account was normal, told me the balance etc. I logged in right now at 5:45 am, only to find that it says my account has defaulted yet again. I am tired of this and so done. It is not my fault that your company was having an outage. I made my payment on the day of, and once again same as last time its not good enough and my account was put into default. This is absolutely frustrating and ridiculous. Knowing full well that it takes 3-5 business days with your system for the payment to go through, whether the account is up to date or in default. The payment is not sitting in a pending status in my account, it is gone. Which means that Cash Money was paid this morning at 8:08 am. Confirm Number: #1658923. I have also called my bank at 6:08 am July 28/22 to check things on their end and they have told me that the payment can take 3-5 business days, however the money was sent to Cash Money the minute I sent it at 8:08 am. You also know what my payment schedule is and that I pay it on that day and that it can take 3-5 business days to process on your end, which was never a problem before, so I see this now as you are just being petty because of the payday loan still being outstanding and you having removed my payment arrangements from June 7/22. This needs to be taken care or immediately and constantly putting me in to default status every month has to stop. Like I said it was never an issue before with it taking 3-5 business days for it to process so why is it currently one now? Please explain how this keeps happening based on everything that has happened to the account or gone on previously regarding my account in the last 11 months since getting the Line of Credit. Specifically from Aug 28/21 to Mar 29/22 (7 months with no issues and now this mess). I have included a pic of the bill payment to Cash Money on July 27/22 Sorry its a bit blurry. Once again I hope this gets rectified quickly.
  See Attachment/File: my banking info 1.jpg

  Business Response

  Date: 10/08/2022

  While our records do not indicate that there were any system issues on July 27, and our logs show that several successful logins were made on that date; therefore, we cannot speak to the reason why the login attempts of July 27, 2022, were unsuccessful; we regret any inconvenience experienced.
  
  Though the payment of July 27, 2022, was made, it was made through the bank's bill payment service. We would not be aware that a payment was made until we receive notice from the bank. These can take up to 5 days to reach us (an industry standard). As the next loan payment was due on the morning of July 28, the status of the loan went back into default until we received the $130 payment from the bank which occurred later that day. We recommend making payments online through our website to ensure that they are reflected more quickly in our records. If anyone has trouble with making a payment on our website, they can call our Call Centre in order to make a payment over the phone.
  
  With respect to ongoing arrangements, we would be more than willing to make a payment arrangement that suits both of us. Someone from our Recoveries Management Team will reach out to you in the next day or so.
  

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First off there was an outage that day from about 6 am to at least 3:44 pm which was the last time I logged in and was able to get in since my last try at around 10-10:30 am. July 27/22. Just like a few months ago. It kept saying that my user name and password were invalid. I didn't call in regarding it because I figured like last time there would probably be nothing that your CSRs could do for me. And being that I knew that I could also pay it out of my account so that it wasn't late and I would be put back into Default status again I just paid it out of there. Also I called my bank and they told me that CM would be aware immediately that they were going to receive a payment from me for my account the moment I hit send at 8:08 am. S* *** ********* *** **** ***** *** ******* *** *** ** ** * **** *** ***. They sent it and notified you and then it can take 3-5 business days to process. Not only that the money usually sits pending in my account for awhile and that day it was gone from my account within minutes of hitting send. And my account was updated with the payment that day. No waiting. I think updating things here with proof helped that. **** ****** *** *********** ** ** *** ********* ********* ******* ************* ** *** ** ****** ** ************* ***** ****** ** **** *** * ********** *** ** ******** ****. I received a phone call at 10 am on Wed. Aug 10/22 from someone in your Recoveries Management Team before you even updated this so I had no idea what was going on or who was calling me and why. I spoke to them about the accounts and she said that I could continue to pay it from my bank account if I wanted to. So neither of you are even on the same page as you are saying to pay through your site, and they are saying pay it through my account if I want to. Then again I explain my situation to your rep, and we set up payment arrangements for the Payday Loan of $15 on Mon. Aug. 29/22 I refresh your site and them its changed to that on Aug 29/22 and then a full $681.55 to be paid on Tues. Aug. 30/22. ??? After she said that she would call me back to discuss the next one on or around Sept 10/22 ***** **** *** ** ** ******** *** * **** **** *** ** *** **** **** **** ****** **** *****. As I had stated to the rep on the phone I can't pay anything more right now as I simply don't have the money to do so , because if I did we wouldn't even be discussing it right now. The other solution would be to stop the Payday Loan from having interest added to it daily so I can try and get ahead of it, if you are that concerned about me not paying it. Otherwise you are purposely keeping me in the red and not helping the situation to get resolved, when I have repeatedly said that due to the situation I find myself in at the moment due to this mess, that I am not able to pay large amounts on it to get it paid down and the funny thing is you are worried about me not paying it, yet I am trying to every month and yet by adding the interest to it daily you aren't helping me at all to do that. Not only that however the math isn't even correct on the account with those numbers. By the time Aug. 29/22 rolls around the account will be sitting at after about $15.19 in interest, $696.99 - $15.00 = $681.99 not $681.55. For the record I will not be making another payment of any amount on Aug. 30/22 as I have stated several times.... I CAN NOT AFFORD TO PAY MORE THAN THE PAYMENT ARRANGEMENTS I HAVE BEEN MAKING. WHICH CM KEEPS BREAKING OR CHANGING EVERY MONTH. SO CLEARLY YOU AREN'T LISTENING TO YOUR CLIENTS.
  So with the daily interest being added it is a losing battle, as I am only getting ahead a few bucks at a time every month, which isn't helping me in the long run. I guess I will just keep trying my best to get it paid off in full when I can, until I can finally get to the end of this horrible financial nightmare.
  

• Initial Complaint

  Date:08/07/2022

  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 lost my job thru no fault of my own on May 9, 2022. I had been encouraged to purchase credit line insurance a couple of years ago, and was told "it's very good insurance, if you ever become ill or lose your job the insurance company pays off your entire credit line with us." I was told this by employee *****, at the *** ******* *** location in ********, MB. I applied for the insurance and the insurance company only made 2 monthly payments to Cash Money, and have been nothing but difficult to deal with. The insurance company told me I need to provide proof of ** income or they won't pay any more towards the outstanding credit line. My ** claim had still not been paid and they are telling me there is nothing they will do. I told them what the employee promised me when I agreed to the insurance on the credit line. They said "oh we don't think he said that " I would like Cash Money to keep their verbal obligation and work with their insurance company and pay off the credit line. No one at Cash Money or the insurance company are willing to be reasonable or fair. They keep covering their employees with no concern for the consumer which I feel is misleading and borders on ***** promising consumers full payment of loan then when they actually need the insurance the insurance company changed the qualifications in order not to pay it off. Thank you

  Business Response

  Date: 22/07/2022

  We forwarded this complaint to our Loan Protection Plan Program Management Team and to the Agent that manages the relationship between Cash Money and the Insurer.
  
  It is our understanding that the Agent has been in touch, that there has been communication between the Agent and the customer, and that the Agent has been working and continues to make best efforts to resolve the matter, including extending benefit payments without needing to provide the usual proofs of continuing *************** benefit receipt.
  
  With respect to the employee that sold the policy, we have reported the concern to store management to investigate and address.
  
  We offer the optional Loan Protection Plan (LPP) in accordance with the insurer's established guidelines. Every agent is trained, and re-trained on an annual basis on LPP sales practices. If we discover that there has been failure on the part of our staff to adhere these guidelines, we will take the appropriate action.
  

  Customer Answer

  Date: 26/07/2022

  Good morning
  
  I not happy with this outcome.
  
  I had an insurance representative call me to tell me how I need to provide ** proof and then they will pay a few more payments.
  
  * ** ***** *** ********* **** **** *** *** ***** ** ********* **** **** *** ***** **** ********** ********* **** *** *** **** **** *** ** ****** **** ** **** *** *** **** **** ** ******  
  **** ** *** **** ** ********.
  
  You have to jump thru hoops and still do not get full payout of the loan.
  
  Consumers be aware.
  
  ****** *******

  Business Response

  Date: 09/08/2022

  In order to provide an insurance product such as this, all of our employees must go through training, which they must retake on an annual basis. Every employee is tested as part of this training. The insurance company regularly audits/reviews our sales program to ensure that we are complying with all of their requirements, including those with respect to not making false or misleading statements about the product.
  
  Please note, that our employees are not incentivized/bonused in any way with respect to the sale of insurance policies.
  
  If this particular employee did provide misleading information, as stated earlier we will address it with the employee directly.
  
  As we understanding it, the insurance representative is not looking for specific proof regarding the receipt of **, but is simply looking for some information (like a bank statement) to show that income is currently not being received.
  
  The representative has informed us that they have been trying to reach out (text, email and phone calls) without success. We recommend that they be contacted to assist you with the receipt of benefits.

• Initial Complaint

  Date:06/07/2022

  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.

  Loan was sent to collections, I paid the debt collector all owing amounts. Cash Money didn't acknowledge payment of account despite money exchanging hands, as a result account still held in collections causing additional harm to credit for over 2 years.

  Business Response

  Date: 07/09/2022

  Business Response /* (1000, 8, 2022/07/21) */ Cash Money sold the debt in question in December 2019. If a debt is assigned to an agent, or the debt is sold to a third party, it is that agency or 3rd party that will report the debt to the credit bureaus. If the debt has been paid in full and it is not reflected on the credit report, then we would suggest contacting collection agent, or new owner of the debt to have that corrected. Alternatively, we would also suggest filing a dispute with the credit bureau. ******* and ********** both allow for dispute filing on-line. At this time, Cash Money does not extend additional credit to individuals for whom we sell debt, even if the debt were to be paid in full with the new debt owner. In our records amounts remain outstanding for accounting purposes only. These accounts/files are closed on our end.