Complaints
This profile includes complaints for Brother Loan & Finance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/20/2024
Type: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.
A co-worker suggested me to apply to this company to get an installment loan in which these co-worker didn't have any issues getting approved. When it came to my application, first I was deliberately misguided as to what type of mail this loan company accepts and it wasn't specific. Each and every time I'm denied because of the type of mail or tell me that the mail didn't have this or that. When I went into the store on *****************, I was personally told to use my phone bill and I did, and this seemed to be an issue each application submitted. Then after submitting what is requested is a "utility" bill and explain that my utility was included with my rent so there aren't any utility bills. So, I was told to submit my cell phone pdf format bill and so I did. Now on 01/20/2023 the excuse is that my check stub isn't PDF which comes from the government website. NOTE: this wasn't an issue before now all of a sudden it is. Therefore, what I am saying is that this company is deliberately finding reasons to deny my application even after following the steps provided, which means singling me out. This is poor business, and my co-workers NEVER experience such absurdity, and they didn't understand why? They were only trying to help, and this appears to be singling me out to intentionally create a false denial even after following intentionally misguided steps ONLY to keep finding a reason to deny my application. I've tried for two weeks then have the audacity to say this is my last time completing an application after weeks of purposely frustrating me like its a cruel game to play and approve people through "like" not submission of documents.
Business Response
Date: 01/22/2024
We apologize if ******************** felt we have a difficult process for loan approval. Our goal is not to make the application process difficult, however we follow state financial regulations to stay in compliance as well as internal underwriting guidelines. Unfortunately, ******************** was not able to provide the proper proof of residence on multiple occasions when she tried to apply resulting in a denial.
We see that ******************** was able to provide the proper proof of residence and the loan was processed and approved on 01/20/24. We encourage ******************** to contact our call center in the future to make sure she has the proper documents that are required to avoid any frustration with completing the loan application. We appreciate her business and hope she considers this matter resolved.
Initial Complaint
Date:05/31/2023
Type: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.
Went to this location to apply for a loan on May 27,2023 I was approved but had to leave for a family emergency. Now the young lady call me and told me I could come back in the offer on Tuesday to apply for the loan again but I couldnt make it until today which is Wednesday May 31,2023 so she told me her manager was going to take care of me now I went today waited an hour just do the manager could tell me that my application was denied now remind you they just approved it on Saturday nothing of my information changed from Saturday to Wednesday I met all the requirements and he stood in my face and told me he didnt understand why I got approved on Saturday and they denied it today which is *** asked the manager could he see who processed my application and he said no so at that point Im highly ****** off because I left work early to come pick up a check and when I got there it was another story I dont appreciate being lied to and wasting my time an hold hour wasted and hrs lost at work from these liarsBusiness Response
Date: 06/01/2023
May 27, 2023, ************************* came to the office and dropped off her paperwork for loan review. She was called and was informed her loan documents met our underwriting requirements. The full underwriting review, which includes a bankruptcy Search was not performed since it is our policy to verify this information on the day the loan will be issued. Since **************** stated she would not be able to return until Tuesday, the bankruptcy search was not performed. We are a lender that does things on a current up to date manner; not in arrears.
On May 31, 2023, **************** returned to the office to complete the loan application, which resulted in a loan denial due to exceeding the number of bankruptcy filings and/or attempts that our policy allows.
After further research, we found that on Dec 14, 2022, *************** tried to apply for a loan with Brother Loan & Finance, however was also denied for exceeding the number of bankruptcy filings and/or attempts that our policy allows.
We always try to work with applicants during times of financial need, unfortunately, we are not able to extend credit to **************** due to not meeting our requirements. We are hopeful ************************* will be able to obtain credit elsewhere.
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