Complaints

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:14/04/2023

  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.

  Last Thursday, the afternoon before a long weekend. I paid off my loan early with ***** so I could renew. Something i often do, as unfortunately ive been a long time customer of theirs. They advised me i could reapply at 11.30am. I did and fairly quickly I was approved but only for 150$ , way less than usual. I questioned that and said i just wanted 350 to 400, also a lower amount from my previous 600$ loan. They emailed back after an hour saying that they reviewed it and they would be able to approve me for the amount i asked. I let them know the old contract was still on my account and after more time they responded saying they would fix the problem. I said as it was a long weekend i needed it fixed asap. I mentioned how their customer service has really gone downhill. Another hour past, its now 2.30pm just before the long weekend, i was depending on their word to give me the loan. They then said they couldn't give me a loan anymore. How can they justify going from approved for 150, to approved for 400 to not being eligible at all in 3 hours, right before the weekend. This absolutely destroyed me for days. I was irate and demanded an explanation from management and all i got was form letters. How can they justify this? I want everyone else to know how unethical this company is and how little they care about if they hurt their customers financially.

  Business Response

  Date: 18/04/2023

  We are regretful to see that the services we offer were met with dissatisfaction from this client. As a responsible lender ***** only approves for amounts the clients are able to repay, which means that the approval amount may vary from month to month. We also take into consideration multiple other factors that don't include income or past history to help us determine the maximum amount and our agents cannot manually change the recommended amounts.

  In this case the client submitted two loan applications 2 minutes apart from each other, which blocked the approval process and had to be resolved manually, which is what caused the delay. Cases like that are not always visible for our Customer Experience agents and that is what caused the miscommunication with the client. Unfortunately, sometimes we cannot approve a client due to their eligibility changing or we can't approve for the amount requested. We understand that this may be frustrating for the clients and we are very sorry this client is dissatisfied.

  Customer Answer

  Date: 18/04/2023

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

  First off i did not submit 2 applications,  i submitted one, which was approved.  I asked why approved for the smaller amount and the received an email saying i was approved for a higher amount.  They said i needed to apply again but i said i couldn't until they deleted the old contract.  I was told that they would and get back to me. Then they said i submitted 2 applications,  i said i didn't.  They said they'd fix it, then they came back and said no loan at all.  So sorry but saying things change month to month is one thing,  but in 3 hours on long weekend afternoon?? Plus saying i submitted 2 applications and that's why i was rejected is false.  I suspect one of the ***** employees submitted a second one for me for the higher amount,  said i was approved and once again i was punished because of an ***** mistake.  Im absolutely furious now with your  response.  I want a manager from ***** to contact me immediately and tell me that this is what you consider acceptable customer service. 

  
  Sincerely,
  
  Brett Hart

  Business Response

  Date: 18/04/2023

  Dear *****,

  Unfortunately our agents don't have the power to submit applications for clients. As you can see in the picture attached in our previous response, there are two applications submitted by you. Again we are very sorry you are disappointed, but there is nothing else we can do on our end.

  Customer Answer

  Date: 18/04/2023

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

   

  as i told them , and you twice now i did not submit two applications,  so please quit with that as an excuse,  plus even if i did that still makes zero sense and doesn't explain the being accepted and then rejected in the same afternoon.  So basically what im getting is that ***** feels this is acceptable customer service,  right?
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:27/03/2023

  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.

  This company operating under icash is attempting to collect an old debt that was included in a bankruptcy that has since been discharged due to completion. This company was extremely rude with me when I mentioned this after providing them with the required documentation. They have been paid however are still trying to collect against me.

  Business Response

  Date: 03/04/2023

  We have reached out to the customer to amend this situation. The client tried to create multiple accounts with us, which is against our terms of service. The customer was never being contacted for collection purposes as his account was on hold due to bankruptcy proceedings since 2020. He was getting an automated response as we have not been informed by his trustee about this discharge, the automated message is the reason for this client dissatisfaction as it was not accurately describing his situation. We have investigated the claim, confirmed the discharge with the trustee, and processed the discharge on our end. 

• Initial Complaint

  Date:30/06/2022

  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 recently am having an issue with this business (represented as ICASH) that is improperly debiting, then charging me for fees that are related to "NSF"s. I have informed them on multiple occasions that I was planning to make alternate arrangements and yet they continue to attack my account. The bank I deal with had to close my account outright in order to stop the debits from being attempted. It was explained to me by branch representatives that ICASH has been adding random numbers to their debits so that it cannot be stopped via the bank's usual "stop payment" attempts in any way. The branch had tried unsuccessfully to stop the payments in alternate ways, before deciding the account would need to be closed to fix the issue and stop the charges/NSFs from happening. It seems that this is just a way and an excuse for ICASH to get the added "NSF" fees on their end, since they continue to do it and keep tacking on a $20 fee every time it happens. While not at all being ethical or reasonable, they keep messaging me about setting up payment arrangements and mentioning the contract as an excuse whenever I try to refute the NSF charges, instead of addressing the problems and listening to me. I can forward this information via email to the person or file number you assign, of the exchanges that I have had with ICASH so far and their very frustrating responses. Also I can include the bank representative's claims that closing my account was the only way to stop it from happening along with the messages ICASH is still sending me messages about "debiting from your account ending in.." when the account is clearly closed.

  Business Response

  Date: 05/07/2022

  We have reviewed the loan in question. We have only debited the client’s account once and it was done on the date indicated in his agreement. We haven’t received prior communication from the client that the payment won’t be successful, as then we would be able to provide him with alternate solutions preventing the NSF fee. 
  We have tried multiple times to reach an amicable solution and we’ve provided the client with multiple repayment plan offers that went unanswered. 
  We’ve been trying to explain to the client many times that we have not charged him any fees other than ones we are allowed to charge. We have made every effort possible to communicate, negotiate and resolve this issue amicably, but with no success.  

• Initial Complaint

  Date:05/05/2022

  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.

  Thursday May 5th 2022. A payment of $115 was put through my account without my knowledge. I did not agree to the payment. I am a low income senior that ran into rough times. They even added way extra interest charges on as well.

  Business Response

  Date: 09/05/2022

  The client has a joined bank account, the loan in question was taken out by the other owner of the account. We reached out to the client, expained the situation and the client understood and apologized. The situation is resolved on our end.