ComplaintsforDollar Loan Center, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called DLC the beginning of June 2024 and advised the rep that I had moved, changed employers, and now have a different pay date. I asked if there was an issue changing my dates to pay. because I was not employed and had not been paid yet, & if possible to do. The rep stated she would update my info, change my pay dates and do a "promise to pay." They did not elaborate that my interest would keep on growing, that it would affect my credit, leaving me to pay a debt and never be able to finish. I would have never asked for this type of help if it would have been clear from the beginning. On June 27the I went into the portal and notice a huge interest and my bi-weekly payments doubled. Immediately I called because I have never been late on payments before and was very concerned that this would affect my credit, and how outrageous of an amount to pay was clear that I would never be done with the loan. I talked to a manager, she mentioned that an upper line manager would look into this, put me on hold and came back stating that they will clear the interest, the next time I jumped into the portal that it would be reading the correct total that I need to pay on a bi-weekly schedule. They would work with me since I have never been late with them before and I thought that solved the issue. Calls are recorded!!!! I entered the portal again today, still the same issue. Called and now a manager is going to call me back. I asked for a manager on the initial call, I was transferred to one, later found out it was not a manager. Rep said cannot fix the portal and how it reads it will always say that. Never going to use them again, I am never going to pay off this debt, I'm stuck. hoping the manager is honest and hears the recording, calls are recorded, it seems like people are not trained very well, feel scammed, and lied to.********I cannot type anything further here so I will upload the rest of the complaint. that shows proof of the portal reading incorrectly**********

  Business response

  07/24/2024

  July 24, 2024
  
  RE: *****************
  
  We are in receipt of your complaint dated July 12th, 2024. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which are in accordance with all state and federal laws that pertain to lending. As outlined in your loan agreement, this is a simple interest loan with interest accruing daily.
  ***** to receiving your complaint to the BBB, we did acknowledge the hardship you had communicated to us and, as a courtesy to you, we stopped additional interest from being added to your loan as of July 12th, 2024.
  Dollar Loan Center values you as a customer and appreciates your continued business.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I secured a loan from Dollar Loan Center in 2023. After a couple of months I began having financial hardship because of excessive medical bills. Dollar Loan agreed to reduce my payments to $150 per month. I have never missed a payment but I have been reported as late to the credit bureaus. Also, my loan balance has grown almost $2k even though I have made regular payments.

  Business response

  03/04/2024

  March 4th, 2024
  
  RE: *************************
  
  We are in receipt of your complaint dated February 28th, 2024. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which are in accordance with all state and federal laws that pertain to lending and credit reporting.
  ***** to receiving your complaint to the BBB, we did acknowledge the financial hardship you had communicated to us and, as a courtesy to you, we have been accepting your monthly payments of $150.00.  Your total monthly obligation per the terms of your signed loan agreement is approximately $428.00.
  Dollar Loan Center must accurately report customers loan history to the credit bureau. Our records indicate you spoke to one of our Regional Managers who advised you of this on February 23rd, 2024.
  Pursuant to your prior request, we have marked your account as disputed with the credit bureaus.
  This is a simple interest loan with interest accruing daily.  We have stopped additional interest from being added to your loan as of February 23rd,2024.
  Dollar Loan Center values you as a customer and appreciates your continued business.

  Customer response

  03/05/2024

   
  Complaint: 21357786
  
  I am rejecting this response because I was never made aware that I would be considered delinquent after Dollar Loan accepted the reduced payment. Also, I would like to request a reduction on the loan balance to allow be the ability to pay the loan in full by the agreement due date. The interest accrued has doubled what I owe even though I have consistently made payments. 
  
  *************************************************

  Business response

  03/12/2024

  March 12th, 2024
  
  RE: *************************
  
  Dollar Loan Center has an obligation to report truthfully to the credit reporting agencies. Your loan agreement states as follows:
  We may report information concerning your performance under this Agreement to one or more consumer reporting agencies. Late payments,missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit records may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
  Per the terms of the signed loan agreement and your payment history, we must report your account status as past due.
  As a courtesy to you, your loan has stopped accruing interest as of February 23rd, 2024. We are unable to further reduce the loan balance while accepting a long-term payment arrangement.
  Alternatively, we can reduce your balance and offer you a one-time discount of $567.70, lowering your amount owed from $3784.68 to $3216.98, if the full payment of $3216.98 is received no later than March 31,2024. This offer to compromise the balance terminates on March 31, 2024.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There is a collection account showing up on my credit report. This collection is inaccurate as all my debts have been paid. It is likely that this particular trade line is a mistake and that the account does not belong to me. I ask that it is deleted immediately as I have already suffered damages due to it being on my report. If this is not resolved I may have to take legal action. I am hoping we can resolve this matter. Thank you.

  Business response

  01/16/2024

  
  January 16, 2024
  
  
  RE: ***************************
  
  We are in receipt of your complaint dated January 11th,2024. We understand that you are concerned about a collection account on your credit report. After further research of our documentation, we have determined that your most recent loan with us, loan # *******, is no longer reporting to the credit bureau by Dollar Loan Center, as the account was placed with ******************************** on April 19th, 2019. ******************************** can be reached at ************.
  
  The balance on the account is still outstanding. Should you wish to resolve this account with us directly you may reach us at ************.

  Customer response

  01/16/2024

   
  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or and around August I took out a loan I was not in agreement or felt like the pay back the finance amount was not worth it to me and something that I would not be able to afford I specifically spoke to the agent and told her I want to cancel the loan and this was immediately maybe ************************************************************************************************************** verbally several times on the recorded line yes I signed the contract but I trusted you guys I trusted her word in the closer recorded my calls are recorded and she verbally told me that payments will not start for 2 months and because of that I got a penalty 30 days in because I didn't even know I had to pay it off yet then when I paid it off the interest it just keeps going up and up and up I have no problem paying you guys back she told me I will have to pay back 236 from 200 I have no issue with that but to mislead me and trick me that is definitely Anti-Trust

  Business response

  11/03/2023

  November 3, 2023
  
  RE: ************************************* Better Business Bureau Inquiry
  
  Dear ************************:  
  
  We are in receipt of your BBB inquiry dated October 31st, 2023. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which is in accordance with all state and federal laws that pertain to lending.
  
  We appreciate your concerns, and our desire is for you to be fully informed about the terms of your loan.   Your contract communicates the payment amounts, due dates, and the anticipated loan end date.  You were advised that your first payment was due on September 7th with a minimum monthly payment amount of $36.61.  Additionally, we advised you that you may pay off your loan at any time with no pre-payment penalty.  You are only charged interest on the outstanding balance during the time your loan is outstanding.   
  
  Interest on your loan accrues daily.  The total amount needed to fully pay off your loan would depend on the date you are making the payment.Additionally, Dollar Loan Center does not assess any kind of penalty or fee for making a payment after the due date.
  
  One of our Regional Managers attempted to reach out to you on two separate occasions to resolve your concern but unfortunately has not received a return call.  You are welcome to give us a call for personalized service at ************.
  
  Dollar Loan Center values you as a customer and appreciates your continued business.

  Customer response

  11/09/2023

   
  Complaint: 20808176
  
  I am rejecting this response because: I have all the recorded phone lines and so do you guys I am going to file an informal complaint because your agent specifically told me verbally that I would not have to pay until October 30th therefore on September 7th I received a penalty that I paid $72 I would have never received that penalty has she never told me that I have to pay until 60 days later yes in the contract it does say that what I'm saying is I tried to cancel the loan immediately once I seen the contract and when I seen that the price was $599 or something annually I did not agree with that amount and that's when I called to cancel and that's when your agent again told me that oh no your total amount would be 236 but my total amount was not $236 it was on or around $300 and she had the audacity to say it's only 88 cents interest it doesn't matter if it was 3 cent interest I agreed and wanted to pay 236 that is what my financial situation would allow now due to this mishap I was in default in a different matter it was misleading and clearly an Anti-Trust violation all you have to do is go back listen to the recorded call she told me the total would be 2:36 and I have no issue with the 236 and she also told me the first payment doesn't have to be made until October 30th all I'm asking for is the extra money I paid for the penalty which would bring the total amount back down to 236 the amount that I agreed you guys keep referring to the contract so that means that your verbal agreement means nothing verbal agreements are contract as well and she made a verbal proposition and she made a verbal agreement with me for 236 several times during the phone call so if you guys are going to mislead me and basically trick me and calls me to get the penalty because I trusted your agent regardless of what the contract says I trusted her word I thought you guys were legitimate business
  
  Sincerely,
  
  *************************************

  Business response

  11/16/2023

  November 16, 2023
  
  RE: *************************************
  Complaint ID: ********
  Loan #: 2854120 
  
  We are in receipt of your response dated November 9th, 2023. Dollar Loan Center stands by the original response provided to you on November 3rd, 2023. 
  
  You were not and have never been charged a penalty by Dollar Loan Center. During your August contract review we confirmed that you were informed that your first payment was due on September 7th with a minimum payment amount of $36.61 per month.
  
  At no point were you advised that your loan would not accrue interest, or not be due on that date.
  
  You were advised that if you were to pay back the loan in full on September 7th, the amount you would pay would be the $200 loan, plus approximately $33 in accrued interest. The amount it would take to completely pay off the loan would be higher if you decided to pay off the loan on a later date, and the amount it would take to completely pay off the loan would be lower if you decided to pay off the loan on an earlier date.
  
  This is an unsubstantiated repetitive complaint.

  Customer response

  11/17/2023

  I don't know who is reviewing this matter and closed it but Dollar loan center is saying and showing you guys a contract that I signed indeed but on the phone they'll ask verbally can you do you can send to them on a credit check just like verbally the agent I spoke to told me that my payment would not be in October 30th that's why I don't September 7th I did receive a payment in the payment penalty was sent me on the 9th that is why I paid it immediately why would I wait to pay and I already had the money soon as I found out that my payment was due I paid it what I'm asking for the better Business bureau to do is before you guys close it out it is listen to the phone records that is why they keep the records right you guys didn't do a proper investigation listen to the records I even try to cancel the loan and that's when the lady told me again for the third time that oh no your total payment would be 2:36 and I had no issue with that but due to that penalty that I would have never had gotten if she didn't verbally tell me that the payments were due on October 30th not like I said this is supposed to be legitimate business and I would assume that they're not doing untrustworthy practices and I trusted her word and she told me that the first payment is in due for 60 days she told me that verbally she said October 30th if she made a mistake then that shouldn't fall back on me soon as I found out that my payment was due I paid it plus the penalty so for you guys to say I didn't pay a penalty here's the proof why would I pay $76 on September 9th if I'm only doing $36 that makes no sense I have all the records I have all the emails and I intend to file formal complaint yeah I know you consumer protection that's an antitrust violation and of anyone I would expect the BBB to enforce that the agent that did my loan clearly took advantage of me and Misled me

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Loan Date: 10/24/2022 Loan Amount: $1,895.04 Amount given to you directly $680.00 Loan has defaulted due to getting cancer and not working.I was getting letters saying they would work with me. Entered payment plan, because the agent told me the would drop the APR to 10% and it would not be reported to the credit bureau. I could not keep up with those payments and they are still reporting over 120 days late to the credit bureau. I asked them multiple times to send to collections and the have not. I want it send to collections because my credit score has dropped over 80 points due to this issue.

  Business response

  08/25/2023

  
  August 25th , 2023
  
  
  RE: ***************************,
  
  We are in receipt of your complaint dated August 21st, 2023. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which is in accordance with all state and federal laws that pertain to lending.
  
  We are saddened to hear you are experiencing medical hardships. Your loan stopped accruing any interest as of March 15th, 2023. Dollar Loan Center is committed to continuing a mutually beneficial arrangement to satisfy your obligation.
  
  Dollar Loan Center is required by ****** Revised Statutes 604A.5057 2(c) and by the Fair Credit Reporting Act (FCRA) under 15 U.S.C **** to report customer credit history accurately.
  
  One of our Regional Managers will be reaching out to you to discuss your account and address any other questions or concerns you may have.
  
  
  Dollar Loan Center values you as a customer and appreciates your continued business.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to go make my payment today to their office and they were closed. Their website says they are open saturdays until 6pm and I was there at around 4:30pm. This is frustrating because if I dont make my payment Im immediately sent to collections and hurts my credit report. They say they are here to help but this is not helping me in any way because now Im going to be late and possibly hurt my credit report because they have the wrong business hours on their own website! Now I have to pay online and pay a fee to make my payment which is not fair at all!

  Business response

  07/26/2023

  July 26th, 2023
  
  
  RE: ***************************,
  
  We are in receipt of your complaint dated July 15th, 2023. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which is in accordance with all state and federal laws that pertain to lending.
  
  Our store hours of operation on Saturdays are 9:00 a.m. to 4:00 p.m. and our online members area is available all the time. In reviewing the screenshots, you provided, we can see there *** be a layout issue when accessing our website via mobile device because when accessing our website on a desktop computer the hours of operations are accurately showing. We can understand this layout issue *** not have been obvious and lead to a misunderstanding of our hours of operation; we apologize for the inconvenience this *** have caused you. We identified the issue that was casing the screen layout and have since resolved it. Please know that you are always welcome to contact us at ************** Monday Saturday 7:00 a.m.to 8:00 p.m. should you need a few more days to arrange making your payment in store free of charge.
  
  One of our Regional Managers will be reaching out to you to discuss your account and address any other questions or concerns you *** have.
  
  
  Dollar Loan Center values you as a customer and appreciates your continued business.

  Customer response

  07/28/2023

   
  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

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, So I've been getting loans here for a few years I've never defaulted on none of them probably late on some payments but never defaulted. After reading the contract which states that after 60 days you are considered in default. My problem is they refused me service based on notes that a employee left about me and the notes slander me as a customer! They told me i couldn't be helped for six months even though I never defaulted. Then they took 150 points off my credit. For a late payment. My wife never paid her loan and only five points was deducted. My wife was offered more money also and are credit and dollar amount made per hour was similar. Also each time I paid off my loan I lost points on my credit. The store on 5th *************************** vegas has character assassinated me and refused to help me. But another dollar loan branch helped and told me I had stipulations because of the bad notes they wrote about me! And the have all the recordings of are conversations they have showed a huge amount of discrimination and character humiliation. That store told me to call back in six months to get help.. the store on Centennial helped me yesterday and called it a second chance loan but the stipulations is that I must answer there calls and I can't say what I feel are be rude. This is America and I was penalized for my constitutional rights my first amendment Freedom of speech! Then they added my wife acount to my credit making her debt mines. I never signed anything asking me apart of her loan. My wife was treated better by the employees on 5th st north and I feel it's because she was a woman. I was discriminated against.

  Business response

  06/11/2024

  June 10, 2024
  RE: ***************************
  
  Dear ****************,
  
  We have just received your complaint dated March 8th, 2023 and apologize for the delay in responding to your concerns. We strive to address all consumer concerns in a timely manner.

  
  We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which are in accordance with all state and federal laws that pertain to lending and credit reporting. Dollar Loan Center reserves the right to approve or deny loans based on a variety of qualifications, and the outcomes can vary from individual to individual. We apologize that loan qualifications were not explained to your satisfaction at the time you applied.

  
  Dollar Loan Center values you as a customer and welcomes your continued business should you choose to apply for a loan with us in the future.

  Customer response

  06/12/2024

   
  Complaint: 19558460
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I feel racially profiled and lied on. The lady acted belligerent torwards me and assassinated my character. Left derogatory comments about me.

  Business response

  06/21/2024

  June 21, 2024
  RE: ***************************
  
  Dear ****************,
  
  Your account has been reviewed and Dollar Loan Center has determined that we have acted within a professional and compliant manner related to the servicing of your account. Should you wish to speak with us please contact us at ************** so that we can address your specific concerns directly.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I speaking with the **************** location on ********. Representative told me the manager asked me to provide some information about my disability including duration of time and return to work etc. I asked the company to provide me with a copy of the ***** policy as they were asking for records that were not normal. Company has refused to provide ***** policy. I honestly think they don't have one. I think the person was over reaching and trying to get information they are not entitled to.

  Business response

  02/07/2023

  February 7th, 2023
  
  
  RE: *********************************,
  
  We are in receipt of your complaint dated February 6th, 2023. We have reviewed this matter fully and have determined that we have acted in accordance with Dollar Loan Centers policies and procedures, which is in accordance with all state and federal laws that pertain to lending.
  
  NRS 604A requires a verification that an applicant can repay a loan prior to approval of a loan.  This is requested with every application and is the only information missing from your application.   The DLC representative is required to ask the length of time you have been approved for disability payments and your expected return to work date as a part of the verification process.    Your personal medical information is not required.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *********************** and I am a college student at ******** *****. I looked on my credit report and saw that a loan was opened in my name. I was attending ************************** in ******************* when that loan was opened that's number one number 2 is I am on SSI and number 3 is I am deaf. I called Dollar Loan Center corporate office with my interpreter and my mom on the line and let them know that I did not get a loan from them and what did I need to send to prove that that was not me and they said that they would have a manager call but I asked how are you going to call me if I am deaf. The rep on the phone stated that they would call my mom back, and she has yet to receive a phone call from anyone. I have disputed it on my credit but I need Dollar Loan Center to tell me what I need to get this loan off my credit and prosecute the person who used my name and social to obtain this loan. It's as if they did not believe me. I will be contacting the *** as well.

  Business response

  11/07/2022

  November 7, 2022
  
  
  
  RE: ***********************, Case# ********
  
  Dear ****************,
  
  We are in receipt of your letter complaint dated November 7, 2022, regarding the loan under the name of ***** ***************************. We have marked your account as disputed on your credit report.
  
  Please send us a copy of the police report that you filed for the identity theft along with a copy of your ID, Social Security Card, a notarized identity theft affidavit, and any other documentation that you may have pertaining to this case so that we can compare your information with our documentation. After you provide this information to us,and we have determined that the account does not in fact belong to you we will submit a request to remove the trade line from your credit report.
  
  
  
  
  Sincerely,
  
  
  Treana
  Regional Manager

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took a loan from DLC on Sahara and Nellis on 2-17-22 of $400. I made a $200 payment on 3-9-22 and $100 on 4-13-22. My May payment wasn't paid on time; I called them in May and June 3 times but could never get to a "supervisor" and the customer service persons were not able to take a credit card for payment, not able to schedule a payment for my next payday, and not able to document my phone calls attempting to resolve this issue. All three reps I spoke with were laughing and saying not to worry, it's ok, just call us when you're ready to make a payment. I called again when I received a letter from DLC stating that I was "seriously past due" and to call them as they were "offering a compromise" to satisfy the account balance. The person I spoke with didn't know about any 'compromise' offer so he "transferred me to to a supervisor" and I was left on permahold. I called again and asked if they could please document that I would be paying on my next payday. They said 'no worries!' and that it's fine, to just call on that day to pay. on 7-13-22 I called and made a payment IN FULL of $287.10 (original loan was $400 and I had already paid them $300) because no-one could tell me about any offer. I asked the girl if I just paid in full if they would keep my account open if I paid in full and she said she has no way of knowing. When I got off the phone from PAYING IN FULL I went out to check my mail and there was a letter from DLC stating they would waive all interest and accept the original principal balance so I immediately call back to ask that they honor their letter of 7-11-22 and they said too bad, you already paid. So because I did the right thing they refuse to honor their written offer which arrived in my mail box just that very day. They dated it the 11th and it was in my mailbox on the 13th - - IN THE AFTERNOON - - they probably should have known that I wouldn't see it until later that day. They closed my acct and won't answer emails - Refund $187.10 Please.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/05) */ August 5th, 2022 RE: ***** ************** Case# ******** We are in receipt of your complaint dated August 4, 2022. After further review, DLC will honor the letter sent July 11th, 2022. The letter stated we would waive all back interest and accrued interest and a pay off for the remaining principal will be accepted. A refund check will be issued for $93.25 which was the interest and back interest accrued at the time the letter was generated. We apologize for the inconvenience and hope this is to your satisfaction. Consumer Response /* (2000, 7, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from this company couldn't be more perfect. In a few words, they managed to honestly recognize and make right both the financial and personal frustrations I experienced. Thank you for restoring my faith in the American business model. Consumer Response /* (4200, 12, 2022/08/22) */ I still have not received their REFUND yet so case isn't closed? Should I call them? Business Response /* (4000, 15, 2022/08/31) */ RE: ***** **************, We are in receipt of your complaint dated August 23rd, 2022, regarding a refund of interest paid on July 13th, 2022. We apologize for the delay, due to staffing shortages requests are taking longer than normal to process. The refund check will be printed and will be ready to be mailed by the end of business day as of the date of this response. Please allow 7 to 10 business days for the check to be received. Consumer Response /* (4200, 17, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would prefer that you simply issue the refund as a direct deposit to the same card used for the initial transaction. If this is not possible for whatever reason, then of course I will agree with your decision to mail the check ... even though I'm fully expecting I will need to deal with check-cashing issues in another 7 to 10 days ... Consumer Response /* (2000, 20, 2022/09/05) */ I received the check on 9-3-22. Thank you.

*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. ↩