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:02/19/2025

  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.

  These folks began contacting me on Friday, 2/14/25, about a pre-approval for a loan that I never requested. The first call came in at 7:25 am MST and then I received 4 more calls the same day. They have continued to call me every day since then. For one, they are calling outside the approved time frame (Federal law: The Telephone Consumer Protection Act (TCPA) states that telemarketing calls can be made between 8 am and 9 pm local time.) Secondly, they are calling more than the allowed times per day. Lastly, they also ran a credit inquiry on me through *********. I want them to remove that inquiry from my credit report, discard the pre-approval, remove my data and put me on a do-not-call list. Please and thank you. Needless to say, I feel violated and miffed. They are preying on people, harassing them and not following telemarketing protocols.

  Business Response

  Date: 02/20/2025

  Ms. ************ I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. We always hope to provide our customers with a positive experience. The pending loan application has been withdrawn and you will no longer be receiving communication from our company. For further assistance please contact our customer service at ************ or by email @ ****************************************. 
  Respectfully,
  Advance.Cash

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 took a loan out in the *** of 1200. I've paid about $480 via two payments of $239.87 and still owe more then the initial cost of the loan. I cannot afford this any longer due to change in income and emailed asking for arrangements, all correspondence to be in writing so I had a record, for any ACH or debit transactions to be canceled until this was setup and to not contact me or my employer at work. Instead of reading, they simply direct me to a number. I want this handled via written correspondence so I have a record.

  Business Response

  Date: 01/13/2025

  Ms. ************* I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. We are sorry to hear about your financial strain at this time. Please email our customer service at ****************************************. One of our agents will be happy to further assist you with payment options. 
  Respectfully,
  Advance.Cash

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because:
  
  I have emailed them. I get canned responses.i can not afford their amount biweekly. I told them 100 AT THE MOST a month. 

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 took out a loan with advance.cash. I've been consistently making my bi-weekly payments. However, I have been trying to log into my account and have been unsuccessful. Every time I enter my email and password, it attempts to send a verification to a phone number and email address that have never been associated with my account. I have reached out but they have not been able to resolve the issue.

  Business Response

  Date: 01/06/2025

  Ms. *******,

  I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. We are sorry to hear you're having trouble logging into your account online. Please contact our **************** at ************ and one of our agents will be happy to assist you. 

  Respectfully,

  Advance.Cash 

  Customer Answer

  Date: 01/07/2025

   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. I was able to speak with a representatve and finally gain access to my account.

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising 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 took out a loan earlier in the year and made several payments. The total cost of the repayments was feasible at first but began to snowball. I lost my bank account due to their charges, and I was messaged I had to pay $360 to be in good standing even though I have paid more than enough.

  Business Response

  Date: 11/12/2024

  Mr ******,
  I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. Upon further review, our records indicate you do not have an active loan with our company. For further assistance please contact our customer service at ************ or be email @ ****************************************. 

  Respectfully, 

  Advance.Cash 

• Initial Complaint

  Date:09/12/2024

  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.

  Sep 12, 2024 - I was approved for a loan through advance.cash. I got the loan approval paperwork only to get a call 45 minutes later from a ****** letting me know that my bank reversed the transaction. She put me on hold to help fix the mistake. She gets back on the line and states that I was no longer approved and that the loan agent made a mistake. I was approved from $1,200 that I need to pay medical debt. I will now lose my insurance due to the negligence of this company. They dinked my credit and now I can't get another loan and will likely lose my insurance. Keit was the loan agent I spoke with. I asked to speak to a higher up or supervisor and they refused and continued to pass me to our associates. All together I spoke to 3 people ****, ****** and ******. I don't want this to happen to another person who is just desperate to survive. They did not offer resolution.

  Business Response

  Date: 09/16/2024

   Ms. *****,
  I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. We are disappointed to hear that you are dissatisfied with your experience with us. We always hope to provide our customers with a positive experience.
  

  After reviewing the loan process, it was found the **************** Agent made a mistake and did not realize until after the fact that the company's income requirement was not met at the time the loan was being processed. The **************** Agent did call you back to inform you of the error. We sincerely apologize for the human error and for any inconvenience this may have caused. For further assistance please contact our customer service at ************ or by email @ ****************************************. 
  

  Respectfully,
  Advance.Cash

• Initial Complaint

  Date:07/15/2024

  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.

  Eight weeks ago I took out a $1000 loan from Advance.Cash and was under the impression from the initial phone call that my total with interest to pay back would be about $2000 which I knew was outrageous but I agreed to the $190 every two weeks. So far I have paid them back $1500 back. I realized from one of the emails that I could see my account online and knew I had at least 5 more payments to go. When I pulled up the account it showed I still had 12 more payments to go and at the end I would end up paying over $3000 total!! I called today to talk to a representative and she told me that they charge $12 a day in interest which was never told to me. If I would have known this I would have not taken the loan or paid it back right away. Not sure what the point of the bi weekly payments are for when they keep charging me daily. All of this should be told to the consumer upfront. When I asked how I could see my payout amount she said you can't see that online. Why?? She told me if I paid $890 today I would be paid off. So this means as of right now I would have paid them $2390 for borrowing $1000. This should be against the law!! When realizing I could see the account online the one thing that worried me was the 600% in interest they had listed. I would never have agreed to this type of interest rate (if you can call it that) What in the world!! I was not even desperate for the money I was just trying to get ahead on a few bills. This whole thing has made me sick. By seeing other complaints I am sad and relieved that I am not they only one they have scammed.

  Business Response

  Date: 07/23/2024

  **************,
  I am writing on behalf of Advance.Cash in response to your recent complaint with the Better Business Bureau. We strive to assist customers with their short-term loan needs while providing quality service. We are disappointed to hear that you are dissatisfied with your experience with us. We always hope to provide our customers with a positive experience. After further review, we can confirm our 3 repayment options were provided to you before the loan was finalized. Additionally, Advance.Cash loan documents include the loan payment schedule, payment amount due at each scheduled due date, and the finance charge for each scheduled loan payment.

  For further assistance please contact our customer service at ************ or by email @ ****************************. 
  

  Respectfully,
  Advance.Cash

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:02/23/2024

  Type:Sales and Advertising 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.

  January 2023. I requested a loan from www.advance.cash They are saying that I owe them money, as far as I know I paid more that double. When I requested a payoff after 11 payments they gave me an amount over the original loan amount, by now my balance should had been atonund 50% down, instead it was over the amount they stop withdrawing. Now the collections started almost 6 months later? I believe these loans are against ************ law and federal trade commission. I have ask them to stop call and email but they haven't and this is against consumer laws.

  Business Response

  Date: 03/01/2024

  *******************,

  I am writing on behalf of Advance.Cash in regard to your recent complaint with the Better Business Bureau. We strive to assist our customers with their short-term loan needs. While providing service we are disappointed to hear that you are dissatisfied with your experience with us. 

  After reviewing, it has been determined that this account been closed as of February, 29,2024. Per your request not to be contacted by phone or by email a letter has been mailed to your address providing a full explanation on the status of the loan. 

  If you have any other questions please contact us @ **************** or by email at ****************************. 

  
  

• Initial Complaint

  Date:02/16/2024

  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.

  I took out a $1000 loan. I have paid back $920.00. I called today to get a pay off. I need to pay it off before my husband starts a job that employees can not have out pay day loans. We can not have any withdrawals from our checking account. I knew I was paying interest so I thought I would owe $150 at the most. They told me I owe $989 ($918 of my payments went to interest and ONLY $2 to principle) This should be illegal! They said March first it will be almost $1200 due to interest. They make a big deal about pay early and save money. advertising is very misleading. I am never going to be able to pay them off at this rate. I had to revoke my ******* also had to call my payroll to make sure they cannot deduct and payroll confirmed that they can not. My company will not use contracts that are not signed in person. I had to protect myself because they wont offer a settlement so I can pay this off before his new job. They say they follow state laws, but they do not. In ****** when you default on a loan, they stop all interest and fees at first default. This company does not.

  Business Response

  Date: 02/23/2024

  .I am writing on behalf of Advance.Cash in regard to your recent complaint with the Better Business Bureau. We strive to assist our customers with their short-term loan needs. While providing service we are disappointed to hear that you are dissatisfied with your experience with us. 

  After reviewing this matter. On 2/16/2024  a ************* Representative has emailed communication to *************, for her to call the company to setup payment arrangements. At this time the customer has not communicated back by email or by phone. 
  
  

  Customer Answer

  Date: 02/23/2024

  I am rejecting this response because: I asked for all communications to be done in "writing" via email or postal mail and that was ignored. I would like a settlement in writing and not via phone where I have no proof of offer or settlement. I already paid over $900 and told that I still owe over $1000. Which means 900 went into your pockets and didn't bring down my balance at all. 

  My job will not garnish from your company and my bank will not process your company. And I'm still trying to make it right by asking for settlement with what I paid to actually go towards principle. 

  Not sure why you are making it impossible to settle and close this account. 
  
  

  
  

  Business Response

  Date: 02/27/2024

  I'm writing in reference to a BBB complaint ID#******** *****************. A customer care rep for ******************** reached out to the customer to offer a settlement amount. Per the customers' request all further communication will be by email or via mail. 

• Initial Complaint

  Date:12/29/2023

  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.

  On 10/19/23 I took out a loan with advance.cash unaware that the terms of such loan are illegal on both a federal and state level. My loan was for $750 with repayments of $162.25 every two weeks. I am coming up on my 5th repayment which would eclipse the principal amount. I was made aware that advance.cash claims I still have 16 payments left totaling an additional $2,600 in payments. Meaning that accoridng to advance.cash I will have paid $3,400 on a $750 loan in the span of 9 months. This is far past the legal interest rate limit of 36%, is predatory and is flat out illegal. Advance.cash used deceptive practices in making this loan offer, further, their website and reporting are an additional weapon used by them to further confuse and take advantage of their borrowers. Nowhere on my account page does it say how much is left on this loan outside of the 8 month remaining repayment schedule. That is not how loans work. There must be a principal and accrued interest amount remaining and advance.cash is providing me with zero avenue to ascertain that number. I am willing to pay the principal and a reasonable interest in accordance with federal laws (i.e. not exceeding 36%). Otherwise, I request to be released in writing from the terms of this illegal and predatory loan subject final payment of the mutually agreed upon amount remaining to be due.

  Business Response

  Date: 01/02/2024

  ***************,

  I am writing on behalf of Advance.Cash in regard to your recent complaint with the Better Business Bureau. We strive to assist our customers with their short-term loan needs. While providing service we are disappointed to hear that you are dissatisfied with your experience with us. 
  
  
  After reviewing this matter, we have come to the conclusion that all information provided was accurately. If you have further questions, please call and speak to a **************** Representative.

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 business operates purely on the suspicion that they should be allowed to operate VERY far outside of normal business legality by predating on potential customers, but not being fully transparent in regards to the true cost of being in-need. I submitted an application for a loan for $1,400.00, thinking that the normal rate of interest should be manageable (even high, 25-30% is still manageable!) However, after missing a single payment, they added on an additional $600.00! Guys, I got a loan because I was BROKE; an additional $600 on TOP of that is not feasible!In addition to this, after resolving that I will continue to make payments (@ $200/2-week period), I noticed that they had already changed the status of my loan to "Written Off" which means THEY ARE NOT COLLECTING ON IT. On top of that, when you do the math of what they have listed as "future payments", the payment amount isn't the amount I'm paying (states $267.16 when I'm paying $200.00) and it amounts to $3,400+ in the end (MAY ****)!!! This is FRAUDULENT and the only reason it's not considered as such is because of some carve-out that's being taken advantage of to prey on people that will never be able to pay the loans back.There is no way this business should be allowed to advertise as a loan service, collect money from citizens, and NOT face consequences for dealing in

  Business Response

  Date: 11/07/2023

  **********************,

  I am writing on behalf of Advance.Cash in regard to your recent complaint with the Better Business Bureau. We strive to assist our customers with their short-term installment loan needs. While providing service we are disappointed to hear  you are dissatisfied with your experience with us. 

  After reviewing this matter, we have come to a conclusion that the payment plan and all information provided was given, acknowledged, and agreed upon. 

  If you have further questions in regards to your account please contact Advance.Cash at ************* or email *****************************.

   

  Customer Answer

  Date: 11/13/2023

   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.