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Business Profile

Financial Services

Money Mart

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

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

Find a Location

Money Mart has 569 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Money Mart

      100 - 16 Four Seasons Plc Etobicoke, ON M9B 6E5

    • Money Mart

      102 6020 No 3 Rd Richmond, BC V6Y 2B3

    • Money Mart

      106 1110 Harvey Ave Kelowna, BC V1Y 6E7

    • Money Mart

      106 19665 Willowbrook Dr Langley, BC V2Y 1A5

    • Money Mart

      1195 Davie St Vancouver, BC V6E 1N2

    Customer Complaints Summary

    • 100 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/02/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 personal loan, which was approved. Their website says the loan would be funded in 24h. I did the application over the weekend, and when I kept checking the status, it said pending funding. I checked Saturday, I checked Sunday, and it was always in the same status. I assumed the loan wasn’t being processed in 24 hours because it was the weekend and they were closed. on Monday, I logged into my account and the pending funding status was no longer there. There was a message asking me to call them, which I did. I spoke to someone ***** *** **** *********** *** ***** she told me that because I did not except the email money transfer or because my bank blocked the transfer the application was canceled. I told her that I never received a e-transfer notification. I kept asking the representative to confirm where the money was sent and she was not able to tell me. I asked to speak to a manager and she refused. She said her manager would call me back in one business day, but no one called me back. *** **** ***** ****** *** ** ** **** ** ** **** *** **** ***** ** ** **** *** *** **** ** ******* ** **** ******* ******** ** ********* *** * *** ** *** ***** ***** *** **** *** ***** ******* ****** ** ******* Later that day or the next day, i tried to chat with someone who told me the same thing…the loan has been canceled. the funds were never sent to me , no attempt was made to contact me, and when I asked if the notification could simply be resent, they said that was impossible because the application was canceled. I was advised to reapply and I said no because that would be a bother hit on my credit bureau , I want the Credit bureau entry of February 9 to be removed from my credit bureau. I never received the funds from money Mart and no one for money mart even tried to help me out with my concern. **** *************** 

      Business Response

      Date: 22/02/2024

      This complaint is under investigation and the consumer will be contacted directly for resolution.

      Customer Answer

      Date: 28/02/2024


      Complaint: ********

      I am rejecting this response because: No attempt to contact me was made. 

      Sincerely,

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

    • Initial Complaint

      Date:04/01/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Dec 28th 2023, I went to Money Mart to use the ******* ***** service ( as I have at least 5 times in the past 12 months ) I was receiving money sent to me from my father. The information details excluding the special receiver number that is required to access the funds was exactly the same * My father and I share the same last name* For Christmas and to help me out my father sent $200. As well as knowing all required info ( sender name, location, amount, currency, code ) I used my Canadian citizenship card, which has my picture, full name, height, date of birth, signature, date issued, and citizenship number. For some reason they wouldnt accept that as ID, my other ID I had expired ( drivers license expired oct 21st my birthday 2023, which I could tell them was the last time I was at their location receiving money and that was the ID I used so the information is still in their system). * *** ** * *** ******** ******** * ****** *** *** * **** ******** ** *** ******* ******* I cant drive therefore wasnt able to renew my drivers license when it expired in Oct. I had my passport as ID aswell but that expired July 23rd 2023, I had my health card with me aswell doesnt expire until 2027. Now I checked with the Service Canada- Canadian passport as long as its not used for travelling is valid form of ID upto 6 months after expiration date and Drivers license valid for of ID up to 1 year after expiry. As for healthcard it is illegal for it to be requested unless it is for medical reasons however if it is offered volunteerily that is acceptable. Considering I knew all the details of the ******* ***** transaction, I had my Citizenship card - ** passport, drivers license, healthcard, I was refused my money. I had to go to service ontario use the same ID they refused, pay $35 to get the Ontario Photo ID card- now waiting 4-6 weeks for delivery, I am in desperate need of my money- I do not understand why the most important form of ID I have ( citizenship card ) is not acceptable

    • Initial Complaint

      Date:02/01/2024

      Type:Billing Issues
      Status:
      Answered
      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 clean report with ********** For some reasons I’ve had issues with errors with ******* with wrong information reporting which has been corrected. This item from money mart remains which I’ve spent hours contacting the company to remove this wrong information. I’ve spoken to an agent there who confirmed to me there’s a mismatch with my social insurance number as well as address. This company needs to realize there’s countless people with this name

      Business Response

      Date: 25/01/2024

      This complaint is under investigation and the consumer will be contacted directly for resolution.

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 called the ********** ** location to ask about cheque cashing, was advised there would be no issues. I drove almost an hour to get my government cheque cashed. Spent 2 hours there, was told it would take up to 7 days. They called and needed me to come back, an hours drive BOTH ways because THEY forgot to get me to sign my cheque. I called 7 days later to see about my cheque, was told a supervisor would call me back, did not hear from anyone. Called again this morning, asked about my cheque was told tomorrow, asked for a complaints number and was hung up on. They OWE me over 7000!!!

      Business Response

      Date: 08/11/2023

      This complaint is under investigation and the consumer will be contacted directly for resolution.

      Customer Answer

      Date: 13/11/2023


      Complaint: ********

      I am rejecting this response because: they **** to me multiple times in person and on the phone, why would I expect anything different?

      Sincerely,

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

      Business Response

      Date: 16/11/2023

      The consumer will be contacted directly for resolution.

    • Initial Complaint

      Date:27/10/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 use to get good service from money mart, but gone so far downhill i totally wish i never dealt with them now. i have an installment loan, like so many ive had some struggles but kept making my payments. I asked to refinance to extend my term out, lowering my monthly payments, was told i could online, but in fact i couldnt do it, they then said they couldnt help. I asked if my upcoming payment could be deferred or delayed. I was told i needed to call the store i dealt with. So i did, they told me they couldnt do anything to help. So i called back the main line, this time used their texting service, told them i wouldnt have to cancel the payment with my bank since they wouldnt help, then they told me they would stop the payment, but after she checked my account she said sorry the payment was already queued up so she couldnt stop it. Its 5 days away still but she couldnt help, and when i asked why wasnt this done when i called a week ago she said they made a mistake and how sorry they were. So now i have to pay my bank fees, take a hit on my credit rating to stop the payment that they refuse to do. * ***** ***** **** ******** ***** ** **** ***** ********* ** **** ** **** *** *** *** *** ******** ********* ******** ** **** **** **** ****** **** ********* ** **** ********* *** **** ******** *** ******** ** ******* * ********* **** ******** ***** *** * *** **** ******** **** *** *** ** **** *** ********* **** *** **** * **** **** ** *********** ******* *** **** ****

      Business Response

      Date: 08/11/2023

      This complaint is under investigation and the consumer will be contacted directly for resolution.

      Customer Answer

      Date: 11/11/2023


      Complaint: ********

      I am rejecting this response because:

      I still haven't talked to money mart.  They did call,  i was hoping to keep it just email. However i will call them back next week and hopefully they will offer a solution 

      Sincerely,

      ***** ****

      Business Response

      Date: 16/11/2023

      The consumer will be contacted directly for resolution.

      Customer Answer

      Date: 24/11/2023


      Complaint: ********

      I am rejecting this response because:

      Until i hear from them i don't accept.  They keep saying they'll contact me. I have asked them to email a specific time they will call and ill answer.  ** **** *** ****** ****** ****** *** ****. I cant just answer the phone any time, calling them and im on hold and have to go over every detail again and again with each new person.  I really dont think im asking alot but they refuse to accommodate 

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:06/10/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      They have took money out my account twice once on September 22 and the other on September 29 they told me the refund would take 5 to 7 business days but still nothing and now they keep giving me the run around saying they don’t know when after several people told me it would be by the 5-7 business days I am very disappointed with them especially since they we’re paid

    • Initial Complaint

      Date:25/09/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      On Aug.30 I went in and paid off my loan to money mart in full. In return I re borrowed $1200, on sept 1 money mart pulled $740 from my account when my loan payment wasn’t due until sept 15. I called the customer care line and got told there was nothing they could do to help me and that I would have to wait 10 business days. After 10 business days I called again and was told again there was nothing they could do and that it was “ an issue with the back room” I ended up having to put a stop payment on the loan that was due on the 15th of sept because they were still withholding more of my money then I owed because I couldn’t afford it. I called again sept 21 and was told I would have to wait yet again another 10-15 business days before I would hear a resolve.

    • Initial Complaint

      Date:12/09/2023

      Type:Billing Issues
      Status:
      Answered
      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 installment loan and was approved for $4000.00. I received the email with the password to accept the etransfer, but never received the etransfer. This was on August 5th, 2023. I have called them numerous times since then, and they tell me the same thing every time, that my complaint is being expedited and will take 5-7 business days. It's been 5 weeks and I'm still not getting an answer. They are taking payments out of my account for this loan, I have sent them numerous bank statements showing i haven't received it. They say it is active on their end, but I do not have it. I'm getting really frustrated and tired of being brushed off. I just want them to send me the loan that I am paying for. I have uploaded a copy of the contract that shows I was approved, as well as bank statements and the amount of money they have taken from me so far. I am hoping that contacting you will get the results I deserve, as they are not willing to help me. I just keep being told thank you for your patience, but my patience with them is wearing thin. I need help to resolve this issue. I don't know who else to contact.

      Business Response

      Date: 25/09/2023


      This complaint is under investigation and the consumer will be contacted directly for resolution.

    • Initial Complaint

      Date:01/09/2023

      Type:Billing Issues
      Status:
      Answered
      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 taken an instalment loan out from Money Mart for a large amount. On August 23/2023 I worked with my financial institution and they had sent a substantial payment to Money Mart that was actually over the amount due. On August 28/2023 this payment was still not reflected on my balance so I contacted Money Mart headquarters. I was told that the payment had a hold on it and I needed to pay off an arrears of 315.00 in order for them to process this large payment. The payment that was made was 600.00+ more that’ll the loan itself. So I contacted the ********* branch and she was very helpful. The arrears were paid. So I called head office again on August 30/2023 to inquire as to why the large payout was not reflecting on my account? I was told there was no record of it which was not true considering I spoke to some about this earlier. Interest is still accumulated on this instalment loan and there is a scheduled payment coming out again this week for another 315.00. I confirmed the payment with my financial institution and the payment was indeed made. So now come this Friday I will be paying a total of $600 plus on a loan that should have been settled and closed on August 23/2023. They are delaying this transaction and charging me 46% interest daily. I want this settled and my account closed and all excess funds returned to me plus the interest they tacked onto the balance since August 23/2023. **** ** ********* ******* ** *** *******

      Business Response

      Date: 25/09/2023


      This complaint is under investigation and the consumer will be contacted directly for resolution.

    • Initial Complaint

      Date:21/08/2023

      Type:Billing Issues
      Status:
      Unresolved
      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 took a loan out,payday loan it was due on the 15th of august i asked for an extension,they allowed it,then they tried to take full amount out 753.25 anyways on 15th.and i was charged nsf 48.00. Then on the 21st of august they tried taking full amount out again and i was charged 48.00 nsf...i just spoke to them today and said it was not to be taken out until the 31st of august and only 200.00 payment not the lump sum.this began august 1st 2023. Loan 655.00 loan fee 15.00 per 100.00 borrowed cost of borrowing 98.25 annual percentage rate 365.00 Total to be repaid 753.25.120 ***** ******* ********** *** *** ******* *** **** Why such high intrest and we are in crisis because of fires right now. **** ****** *** *** ****

      Business Response

      Date: 25/09/2023

      This complaint is under investigation and the consumer will be contacted directly for resolution.

      Customer Answer

      Date: 25/09/2023


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

      **** ******...i call them and they hang up on me.then a day later they call me,and pretend they can not hear me.

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