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Complaint Details
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Initial Complaint
04/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I'm writing to you because I received a letter from TMX (Title Max) Finance, and I haven't associated with Title Max for at least 5 to 7 years (when I needed a small loan, and paid it off) at it says on top of the paper "Notice of Data Breach " ! I'm like what? And after dear ******, it says on February 13, 2023, it tells me that their data from all their customers information was taken through a cyber attack and they got the *** involved , but they got my name, address, dob, passport number zone drivers license number, social security number, email address, financial information and phone number, social security (ssi) cause they entered that for my monthly income! They are offering me complimentary credit monitoring and identity protection for 12 months! Are they serious? They gave me an engagement number #*******, and now they want me to put a security freeze on everything from credit cards to banks and just about everything and they want me to request in writing (for the security freeze) with my full name, ss#, DOB, ADDRESS for the last 5 years, proof of address and send them deed or phone bills, government issued drivers license, social security card (pay check stubs or W2) and want me to mail all my personal information to 3 different credit companies! Why would I have to do that at all? I'm disabled and taking care of my husband who is bedridden. Due to a triple bypass surgery and I don't have the time or energy to be going through this inconvenience! What can I do? Please help me in any way that you can please please please. Thank you very very much for your time and help in this matter.
Business response
05/03/2023
TMX Finance Family of Companies ("TMX") is committed to providing excellent customer service, which includes making any current or previous customer or employee aware of a Data Breach if it happens. TMX mailed the notice to Ms. ********** to remain compliant with our policy, procedures, and stakeholders. The monitoring expressed in the complaint is a recommended suggestion. However, by no means is TMX insisting the monitoring or credit freeze is mandatory. It's every consumer's decision to make the best decision when managing their privacy and credit reports.Customer response
05/04/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
Regards,
****** **********
Initial Complaint
04/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Title Max Corporate Office Legal Department ** **** ****** ********* ** ***** Dear Sir or Madam: In regard to the referenced debt, I wish to propose settling the account for a full payment of the initial loan amount of $1180. You automatically draft the amount of $653.72 from the bank account on January 16, 2023 and additional $653.72 on February 15, 2023 totaling $1,307.52 giving you $127.52 in interest. I understand the importance of settling my obligations and I propose to settle the debt as listed above as paid in full. Please accept this amount in full satisfaction of the entire balance. If you agree to this arrangement, please prepare and mail a letter of acceptance to me. Respectfully ****** ** *****Customer response
04/20/2023
attachedBusiness response
05/08/2023
The account was paid off by Ms. ***** on 2/26/2020. There is currently no balance owed on that account ending in ********.Customer response
05/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** *****
Initial Complaint
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took a title loan with the ************ **. Title Max office. The process was well handled by *****. She set up access to Title Max on my phone so I could make payments online using a debit card. I tried to make that payment 4/6 (due date 4/8). The access was denied, stating my husband (he is secondary on the car title) needed to link his account. The phone setup that ***** enabled did not link my husband, and I was not told that my husband had to establish a separate profile and then link his account. I tried to make the payment after my work, about 9pm on the 6th, the office was closed as was the customer service department,.so the payment could not be made.. I went to the office today and paid an additional day's interest, and ***** still did not know why the online access she set up didn't work. I discovered the error in access myself and called her to share the info. Nonetheless, I paid for an additional day, and I found out the issue of ******* omission myself.Customer response
04/10/2023
Form requested is attachedBusiness response
05/05/2023
Hi ********,
Kindly see the response for ******* *******
Thank you,
***** *******Initial Complaint
03/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On the morning of march 30th 2023, I received an email from TitleMax stating that there was a data breach. The information involved was my name, date of birth, passport number, driver’s license number, federal/state identification card number, tax identification number, social security number and/or financial account information, and other information such as phone number, address, and email address. Due to this, I no longer trust TitleMax to protect my information. I am requesting that due this massive oversight, my title loan be cleared and any and all of my personal information is completely removed from TitleMax systems. My reasoning for this is because if I can’t trust them to protect my personal information such as my social security number, why should I trust them to continue to have my banking information and access to my vehicles title. It is a security concern that I cannot ignore. I will not have my future effected because of incompetence.Customer response
03/31/2023
I have signed the releaseBusiness response
04/17/2023
Thank you for forwarding Mr. ****** ******* complaint to TitleMax of *******, Inc. d/b/a TitleMax (“TitleMax”).
Customer response
04/19/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** *****
Initial Complaint
03/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I opened a loan from titlemax for 1300 dollars I've paid back over 1600 and they're saying I still owe over 1300 dollars ... They have been charging me 160 customary fee for which has no explanation on what it's for even when you ****** titlemax customary fee nothing pops up other than millions in lawsuits paid out to other states for predatory lending... The **** filed and won a 9 million dollar lawsuit for predatory lending in 2016 for the states of *******, *******, and *********, ********* being the state I reside in so it's seems they're right back to the same illegal practices... ******** also has a lawsuit.. I was also informed by an employee at the office in which i took the loan out that they were banned from ***** ******** for the same practices and also said he didn't know why I still owed that amount being I payed back more than what I borrowed he also told me that another customer came in ****** off about paying over 11 thousand for a 2500 dollar loan he opened... This is predatory lending and I want my title back without having to pay another dimeCustomer response
04/03/2023
Here's the requested documentBusiness response
04/17/2023
Thank you for forwarding ****** * ***** complaint to TMX Finance of *********, Inc. d/b/a TitleMax (“TitleMax”).
In the complaint, Mr. ***** questions the Customary Fee being charged by TitleMax.
Please note, according to the abovementioned Section A. Definitions on Terms and Conditions,
“Customary Fee” means the fee that Lender charges on the principal balance of your Account to defray the ordinary costs of opening, administering, and terminating your Account. The Customary Fee, which is a periodic rate charged on the average daily principal balance of the Account, is not Interest for purposes of ********* law, but is included as part of the APR for the Account.” (Emphasis Added)
Additionally, according to Section E Interest, Fees and Charges; Balance Computation Method; Billing Rights of the Terms and Conditions,
“Interest will accrue on the outstanding principal balance of your Account at the periodic rate of 0.0657% per day (23.9805% annual percentage rate). Customary Fees will accrue on the outstanding principal balance of your Account at the periodic rate shown in your Account Opening Acknowledgement. The Annual Percentage Rate shown in your Account Opening Acknowledgement is the annual rate comprised of the annual Interest rate plus the annual Customary Fee rate.” (Emphasis added)
Based on the investigation, on the abovementioned date Mr. ***** opened the Line of Credit, TitleMax personnel provided Mr. ***** with and explained the disclosures in the Agreements and the Terms and Conditions. Specifically, the Line of Credit Terms and Conditions contains information including the calculation of the Annual Percentage Rate (“APR”) and also clarifies in detail how interest, the customary fee(s), and the balance are calculated. These documents also explained that his monthly payment would vary with the amount advanced on the Line of Credit and that this information would be available in his monthly Line of Credit Account Statement, which Mr. ***** receives in the mail at least five days before her payment due date. By signing these documents, Mr. ***** acknowledged that she understood and accepted the terms and conditions. Further, he did not indicate at any point during the origination of the Line of Credit that he had concerns about cost or the loan process.
Our investigation does not reveal any wrongdoing on TitleMax’s part. Nevertheless, TitleMax strives for excellent customer service and encourages Mr. ***** to contact the store where he opened the Line of Credit to discuss repayment options. Given the above investigation, TitleMax believes it has addressed this matter thoroughly.
Customer response
04/19/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because: it's predatory lending so I will be seeking legal action as provided by the State of ********* ******** ** ******** ******* since Titlemax is set on continuing its illegal practices acknowledged by the States of *******, *******, *********, now ********, the **** and other government bureaus
Regards,
****** *****
Business response
04/23/2023
Based on a subsequent of the account, TitleMax's previous response remains unchanged.Initial Complaint
03/07/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Interest on a $1000.00 loan is 174.16%. 24 payments x $166.00 = $3984.00. This has to be illegalCustomer response
03/08/2023
Signed ******* ********Business response
03/23/2023
Thank you for forwarding Ms. ******* ********’s complaint to TitleMax of *** ******, Inc. d/b/a TitleMax (“TitleMax”).
Based on a review of the account, Ms. ******** originally entered into a twenty-four (24) month transaction with TitleMax, as evidenced by a Loan Agreement, Promissory Note and Security Agreement (the “Agreement”) dated August 18, 2022, in the principal balance amount of $1,005.00 (the “Loan”) and pledged her **** ****** ******* as collateral. According to the terms of the Agreement, Ms. ******** was required to make twenty-three (23) monthly payments of $151.73 beginning on September 18, 2022, and one (1) final payment of $150.29 on August 18, 2024, to satisfy and discharge her obligations under the Agreement.
Ms. ********’s complaint alleges the “interest on a $1,000.00 loan is 174.16%” and “has to be illegal.”
Contrary to Ms. ********’s allegation regarding the interest rate of her loan, please note that within the State of *** ******, TitleMax is licensed and operates as a small loan company under Federal and State regulations, including applicable interest rate caps. Also, the first page of the Agreement has a Federal Truth-in-Lending Disclosure (the “Disclosure”) that details, among other things, the Annual Percentage Rate (“APR”), the Finance Charge (the dollar amount the credit will cost), the Amount Financed (the amount of credit provided to the customer or on their behalf), and the Total of Payments (the amount paid after all payments have been made as scheduled). Furthermore, the payment schedule is detailed below the Disclosure, which sets forth the number of payments, the amount of each payment, and the due date of each payment. Accordingly, by signing the Agreement, Ms. ******** confirmed that she agreed to the terms outlined therein, including but not limited to the date and amount of each payment due on the Loan. Furthermore, TitleMax personnel explained the terms and conditions to Ms. ******** and provided electronic copies.
To reduce the interest charged on the account, it would be in Ms. ********’s best interest to increase the amount she pays to exceed the minimum payment. Increasing the amount she pays will help drive down the overall balance of the Loan.
Based on the above, our investigation reveals no wrongdoing on the part of TitleMax. Nevertheless, TitleMax strives for excellent customer service and encourages Ms. ******** to contact the store with which her account is affiliated should she have any additional questions.
Thank you.Initial Complaint
02/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
see Attached documentBusiness response
03/24/2023
Thank you for forwarding Ms. ******** ****’ complaint to TitleMax of *****, Inc. d/b/a TitleMax (“TitleMax”)
Within the complaint to the Better Business Bureau, Ms. **** claims her mother received a loan from TitleMax and the contract was not explained to her.
Please note that TitleMax takes protection of its customer confidential information very seriously. Accordingly, as Ms. **** is neither a TitleMax customer herself or a co-borrower on a TitleMax loan, TitleMax cannot discuss with her specifics on any alleged account, or the alleged incident(s) referenced in her complaint. Please encourage her to obtain a notarized letter of authorization signed by the alleged customer that allows TitleMax to discuss the details of a specific account with her and submit this information to Legal, C/O TitleMax, ** **** ******* ***** **** ********* ** *****. Upon receipt, a TitleMax representative will be happy to provide an updated response concerning the authorized account or its investigation, if applicable.
Sincerely,
TitleMax
Initial Complaint
02/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Violation of Federal Fair Debt Collection Practices Act. (FDCPA) 15 U.S.C. 1692 repetitive phone calls intended to do harm. Harassment clause My Name is ****** ******** and I am filing a formal complaint of harassment against Titlemax INC Debt Collection. Over the past years, I have received non stop pre recorded messages, calls and voicemails from Titlemax Either from ***** ***** or *** *****. I have received so many calls that My voicemail would be full , I have lost jobs, I have lost interview requests, I have missed important medical appointments. I have even missed an emergency at my kids school due to my voicemail being full of messages from Title Max.Customer response
02/16/2023
I am seeking the following
This will serve as your legal notice pursuant to the Fair Debt Collection Practices Act, 15 U.S.C. § 1692, to cease and desist all further communication with me in regard to the above referenced debt or debts.You are hereby instructed to cease collection efforts immediately or face legal sanctions under applicable Federal and State law.
validation of debt belonging to me
Contact information of thier libailiy insurance company.
Business response
03/04/2023
Thank you for forwarding Mr. ****** ********** complaint to TitleMax of *******, Inc. d/b/a TitleMax (“TitleMax”)Mr. ******** originally entered into a Pawn Transaction Disclosure Statement and Security Agreement (the “Agreement”) with TitleMax on March 25, 2017, whereby you pledged TitleMax a security interest in his **** ****** Quest VIN ***************** and received funds in the original principal amount of $1,103.00. No payments were made to his account therefore it is in default.In his complaint Mr. ******** alleges that TitleMax is in “[v]iolation of Federal Fair Debt Collection Practices Act” as “[o]ver the past years, [he has] received non stop pre recorded messages, calls and voicemails from TitleMax.” He further claims that he has “received so many calls that [his] voicemail would be full.” His desired remedy is to “cease and desist all further communication with [him]” and “validation of debt belonging to [him].TitleMax takes allegations of harassment seriously. With regard to telephonic communication, please note that TitleMax voluntarily adheres to the guidance outlined in the Fair Debt Collections Practices Act (“FDCPA”) when making consumer telephone calls, even though it is a first-party collector. The FDCPA allows calls only between the hours of 8:00 a.m. and 9:00 p.m. and prohibits calls made to harass a consumer. TitleMax policy only allows two calls per day to a consumer and the purpose of the calls is to reestablish communication, as recovery of a vehicle is the last resort. As a result, TitleMax’s intent is not to harass, but to work with consumers. A review of the customer call log and notes on Mr. ********** account provides evidence that TitleMax did not call his telephone number on file more than twice on any given date. Accordingly, my review finds his allegation to be without merit.Please be aware that Mr. ******** remains bound by the terms and conditions of the Agreement he signed. We encourage him to reach out to the Resolutions Desk at ************ to discuss the Account immediately. Failure to do so will leave TitleMax no choice but to proceed with collections on the Account, up to and including recovery of the Vehicle. Thank you.Sincerely,TitleMaxInitial Complaint
02/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I couldn't finish paying off my title loan so I told them to come and get the the car do to me being homeless and said they weren't coming to get and I asked them to shut my account down and they still haven't done it and they said that even if I paid they can still come and get my car so I told them shut the account down and stop the interest that's piling up and since they didn't come and get the car I've told them for over a month to come and get it before it was towed now it's towed I want my account closed so the interest charge is stoped this was supposed to have been closed three weeks ago.Business response
02/25/2023
Thank you for forwarding *** ******** ******** complaint to TitleMax of Kansas, Inc. d/b/a TitleMax (“TitleMax”)
Ms. ******** complaint alleges she “couldn’t finish paying off [her] title loan so [she] told [TitleMax] to come and get the car”; however, was told this could not happen as she is homeless. She further indicated “now its towed [she wants her] account closed so the interest charge is stopped.”
Based on the above, TitleMax has acted appropriately regarding Ms. ******** account as it is policy to refrain from repossessing any vehicle a customer declares as their living domicile. As such, the vehicle has not been repossessed by TitleMax. Please note that TitleMax is understanding of its customers’ needs during times of financial hardship and encourages *** ****** to reach out to the Resolutions Desk at ************ to make arrangements on her Account.
Sincerely,
TitleMaxBusiness response
02/28/2023
We have reviewed the customer's rebuttal, however our previous response has not change.Customer response
03/01/2023
That's ok your main company called me they were rude and just hung up on me after yelling at me you're a bunch of liers close my account now I will say the office in Wichita ks are nice though they did try to work with me the main company needs to be closed just close the account down now then we can close this bbb up I've got better things to do like try and get my life back together I don't need this stress right now thank you
Complaint: ********
I am rejecting this response because:
Regards,
******** ******
Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i was told that if i pawned my car title here that i would get $5,000 when i get there i was told they could only give me $1,000 and when i told him no that i didnt wont to do it for only $1,000 he said i would not be able to get any more any where else that they give the most money around here i call around and every place i called was given more money with no credit check and lower interest rates buy they gave me a moneygram i didn't go get the MoneyGram that day i go the next day to pick it up at walmart and i was told it was sent back sender when i called they told me that i would need to come back to the store because of snow and ice and then my mother passed away it took me 3 or 4 days to make it back to the store when i got there i ask if we could cancel it and was told no i had to go through with it ok so now i have been trying and trying for weeks now to make payment using there app and it will not let me make a payment they need to get their app fix so payments can be made or is this there way of get more money out of everyoneBusiness response
02/25/2023
Thank you for forwarding *** *****
complaint alleges she “was told that if [she] pawned [her] car title that [she] would get $5,000”, but “was told they could only give [her] $1,000.” She further indicated after receiving the loan, she has “been trying and trying to make payment using the app and it will not let[her] make a payment.”
Please note that ******** underwrites its loans using a proprietary valuation that takes into consideration multiple factors, including but not limited to a vehicle’s Black Book value. ******** strives to work with its customers to resolve their account issues and we remain committed to resolving concerns regarding their accounts. Based on a review of our Online Customer Account profile, we were unable to locate any issue that would prevent *** ****** from accessing her account. To the contrary, a mobile payment was processed February 3, 2023.
However, if *** ****** continues to experience issues, we ask that she sends us a screen shot evidencing the exact error message that she receives, we would be more than happy to conduct a subsequent investigation into this matter Account.
Sincerely,
********
Customer response
02/27/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
I believe that the people working at title max should never say they can and or will give a amount with out knowing that they can give that amount of money that is called a lie
And yes I did have a problem with the app but as soon as I put in the app that I would pay more money it take the payment so I'm guessing you have to pay so much money before the app will take it but even though these 2 things are messed up that's not even the main reason for my complaint the 2 main reason for my complaint is that I told him (when I wanted back to the office because the MoneyGram got sent back and I had to go back to the office to redo everything) that I could no longer make the payment because of my mother passing away but most of all is the fact that I ask him to close my case and by titlemaxs policy it says you have 24 hours to bring the money back to the office and get your title back well I had not even gotten the money in my hand yet and I was telling him to close my case and he said no he could not close it because it had been over 24 hours but 24 hours from what because I had not gotten anything from yall yet I mean yall have had my title for over 24 hours with out me having any money from yall yet so I made it very clear I could not make payments and telling him I would like to not pawn my title I don't understand if I had not gotten anything from yall and told said I could not make the payments and by title max policy you have 24 hours after leveling the office with the money to bring the full amount back and they will give to your title back well I had not even walked out the door yet and was told no he could not do that I feel like I was made to do something I didn't want to do
Regards,
Business response
02/28/2023
Please note: the previous response provided has not changed.
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