ComplaintsforMoney Mart

• Initial Complaint

  31/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On July 28, I went into the money mart location stated to apply for a loan. **** * **** *** ***** *** ** ********* *********** *** **** **** ***** **** ** *** ********* ** *********** When I tried to tell her I had used them in the past, she said it was a new regulation. When I asked her how was I supposed to pay my rent and bills, due in 2 days, she replied "I don't know. Should I give it to you out of my pocket?" I made a complaint to money mart head office. I was told to try and get the employee's name, however that request was also refused and they hung up on me.

  Business response

  26/09/2023

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

  Customer response

  26/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have heard this before and nothing was done about it and I have not received a call from them 

  Sincerely,
  
  ***** *******

• Initial Complaint

  28/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Money mart has sent a collection to credit bureau affecting my credit score. The debt was resolved in cash at ********* store, the employee did not give a recipt and they are wrongfully affecting my credit.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent $4,020.46 through Money Mart to Mexico, and at the time, my girlfriend told me she was not well, so I called ******* ***** and asked them to refund my money. This was on June 6, 2023 I went down to the money mart in ******* where I sent it and tried to collect it. For some reason, the person who did the refund put it out by 4 cents, so when I tried to get my money, an error came back, and they could not give it to me. They told me to go to another money mart and try it there. I went to three money marts and tried. No luck. Again, the same error message came up. I have spoken to 4 Managers that say my check is in the mail and sent ******** ****. I have been on the phone weekly, and still, no check. When I called today, I was told that a new case # would be open for me. This is the third case # from this company; they are still holding on to my money and told me to wait 48 hours before calling back. ** ******* ** ****** *** *** * **** **** ***** **** ************ * ** ******* ******* ** ****** ***** **** ** ******** **

  Business response

  17/07/2023

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

• Initial Complaint

  29/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 29, 2023 Trying to arrange stop payment. On phone over 1.5 hours between 2 departments. One says I'm in arrears the other says no record of arrears. They gave me another number to call ************ which does not connect to their collections office. Recording states it's disconnected and to call another number which I will be charged $4.99.

  Business response

  06/06/2023

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

• Initial Complaint

  29/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I renewed my installment loan at the office in *******, previously I only dealt with the MM in ***** because I had heard bad reviews about the ******* branch, however decided to give them a try to avoid driving 1 hour to *****. One day I paid more attention to what MM was taking out of my account I noticed an additional charge of $145.87 coming out. So I contacted MM who said it was insurance. I never ever have agreed to insurance, she said (******* branch) well you signed for it. Well I only sign where they ask me to and I would definitely have said NO to insurance. You can look back and see I have NEVER EVER had it! Those employees at ******* branch took advantage of a senior citizen! I have had nothing but issues with *******. They filed a complaint for me to a "*******" someone who denied me a refund, Saud if it had only been 1 month maybe they would have refunded it! I have been a customer fir years and had NO issues til I went to ******* store. I can't afford to be out this money. Please look into this fir me. Thanks ****

• Initial Complaint

  25/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On march 31 st took a money mart loan out payments 118.93 every two weeks on may 3rd they took 316.00 out of my account and no tell me I am months behind on payments?

  Business response

  29/05/2023

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

• Initial Complaint

  16/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My issue is with money mart head office and the branch at 15 keele st in Toronto. They wont respond to me. I owe them money, but they wouldn't respond to my emails and then sent the debt to collections. That's understandable, but i also have an installment loan and its due for refinancing, i dont want more money but would like the term extended so my payments are lowered for now. I called the branch at 15 keele, i was told to come in, then i went in and was told immediately that i couldn't refinance. Why couldn't they of told me that on the phone? But the worst part. My loan payment is due on the last day of each month. I called several days in advance asking since April 30th was a Sunday, i asked if my payment would come out on the Friday before, or the Monday after? The person said it couldn't come out on the 30th since its a Sunday, once again i told them i knew that and wanted to know what day it would come out. I was told it would be the Monday, i asked if they were sure, they assured me it would be Monday. Well it came out the Friday before, i failed payments to other people and got nsf charges, hurt my credit rating. Ive tried contacting Money Mart and now they refuse to respond to me. They even blocked me on ********. I was respectful in every message i send, i just want an explanation, but no response. Im so upset

  Business response

  16/05/2023

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

  Customer response

  16/05/2023

  
  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. However only acceptable if they actually do contact me, I have complained directly to them multiple times before this and they always say they will get back to me, but they never have
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was approved for an installment load on February 22/2020. My payments were $203.00 every two weeks with my first payment being on March 5/2020. I had about 9 miss payments for the last 3 years but I always went into the store a couple of days later to make a payment. On January 7, 2023 I had a miss payment due to my account being on hold, however I went into the store on January 9 and made a payment. At that time I got a copy of my payment history and payment schedule which showed that March 30/2023 was to be my last payment. I was surprised so I went back to the store a couple of weeks later to show them my payment schedule and the person looked my account up in the computer and told me that the payment schedule was correct. However after March 30/2023, Money Mart keeps trying to take out a payment loan. I went to the store to discuss this and they gave me another payment schedule that has my last payment as August 3/2023. I asked why and the CSR told me that I have to contact the head office. I called the 1-************* number and the CSR gave me another number for billing. I called 1-************ and the CSR told me I had to go into the store. At this point I am angry as I am getting the run around and no one can answer my question as to why my payment schedule was extended. I received a loan journal from one of the CSR that shows that some of my miss payments were not paid and I never keep the receipts so I have no proof. However as of March 30 (which should have been my last payment) I have a reminder on my loan of $1405.40. I have now put a stop payment on my loan until I can understand why this is the amount left to pay when I was told my last payment was supposed to be on March 30/2023. The only answer I have been given so far is that the CSR made a mistake but this is two CRS and the payment schedule that they gave me that answer as a mistake. I am looking for answers about my account so that I pay the correct amount on this loan.

  Business response

  25/05/2023

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

  Customer response

  25/05/2023

  
  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

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got an installment loan for $500, I decided I should have borrowed more so I paid back the $500 in three payments. 1 for $200, 1 for $150.39, and the last payment should have been $150 but Money Mart took $ 500 from my account. All three payment occurred before any interest had accrued. Money mart took $350 more than I owed. I needed this money back right away but I get no answers when I call, I text messaged a help line and they say they will look into it but I haven't heard anything back to acknowledge they will correct this issue

  Business response

  10/05/2023

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

  Customer response

  11/05/2023

  
  Complaint: ********
  
  I am rejecting this response because I feel they have no care that the error on their part has caused me hardship, they have no worries that I need that money to feed my kids. It has been 6 days since their mistake and I want my money returned right away, how long does it take to verify 3 simple transactions? Please BBB prompt them to resolve this issue before the weekend, tomorrow is a week that's long enough
  
  Sincerely,
  
  *** ******

  Customer response

  17/07/2023

  I am responding to let you know that Money Mart has adequately resolved and corrected the overpayment they charged me. Although I am not happy it took way too long and caused me financial hardship I am satisfied that it is now looked after.

• Initial Complaint

  24/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a member of ******* and ** ***** to watch my personal credit to protect against fraud. I received a notification that there was a collection notice in my name from Money Mart dating back to Dec 2021. Money Mart filed with *** ********** Services on March 1st 2023. It was after being yelled at by a very angry unprofessional *** agent, who demanded my birthdate, which i did not want to give, the 3rd agent I spoke to gave me the information on who the collections notice was from and it was Money Mart. I called Money Mart to let them know I don't use Money mart as I am financially secure and do not need payday loans. They asked for my telephone number (I gave 2 phone numbers I had for 20 years) to look up "an account" and nothing came up. I let them know it was because it was fraud and they directed me to the Head Office. Head office said that I had to get a police report and send my government ID, OVER EMAIL! No secure link. I asked what is the process for someone to get a payday loan. They MUST ask for ID but they said if the application was done on their website, it is not. So I have to verify my identity via unsecure email but it is not required online? Absolutely not acceptable that this is the route of their online application and there is no protection to innocent consumers from fraud. Money mart is not PCI compliant if they are expecting me to email my government ID and anyone can get a loan in your name without actually verifying the person on website! My excellent credit score now is decreased to just good, because of $1300 fraudulent loan. The police advised me not to email my ID and that Money Mart should be out of business. Money mart needs to clear my name. Considering since 2021 they have not been able to reach the fraudster and literally the very day, ******* emails me, I have called MM 4 times to resolve this as fraud, called police and ** *****, I shouldn't have to jump through hoops for THEIR POOR business and loan practices.

  Business response

  25/05/2023

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

  Customer response

  25/05/2023

  
  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 upon their attempt to reach out to me. If they do not reach out to me within a reasonable time, I will proceed with the complaint. I have asked for the original contract and copy of the ID they have on file and have yet to be received. I am concerned, being that the information they have on file is incorrect and if they attempt to reach me through the fraudulent contact information they have on file, they will claim "no response"

  They MUST call me on my cell phone ************. I have had this cell number for 20 years. 
  
  Sincerely,
  
  ***** *******

*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. ↩