Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 437 total complaints in the last 3 years.
- 135 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2025
Type: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 borrowed one time from this establishment and paid the required $25 fee for having an account with them. After not borrowing, the establishment constantly called asking if I needed to borrow and I told them no. When it got close to a year anniversary for anyone, I guess whoever borrow from these criminals will be charged an annual fee of $25. When I spoke with *** regarding this information. I told them I don't need to borrow anything or did not plan or will borrow from them and was informed my status was cancelled. Time went by I kept getting text messages about an outstanding balance of $25 from First Fin. I contacted them and they said the CheckSmart establishment I borrowed from did not cancel my "membership." And now they are trying to "steal", "force" me to pay another $25, eventhough I had cancelled my membership or participation with the CheckSmart establisment. So I contacted the CheckSmart on at ******************************************* , ******, OH and spoke with a ***** and she apologized for the issue and said she will speak with her manager to get this resolved. I calll a week or so later because I got another text message from First Fin. And now ***** is singing a different tune, saying I owe the $25 and I need to contact First Fin to dispute. I advised her the very first time that First Fin told me to contact CheckSmart, as they said they did not ***ort my account closed. *************************** and Firt Fin are scammers and I will contact the news as well to let them know and people know , I don't owe them a dime and that they are out her lying and robbing hard working people.
Business Response
Date: 09/22/2025
September 22, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by Vary Gist (Complainant). CheckSmart, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they received a text that they owe a $25.00 Annual Fee to ******** and have attempted to dispute the charge with CheckSmart.
For clarification, CheckSmart did not originate the loan in question; it appears the Complainant entered into a loan agreement with the unaffiliated third-party lender FirstFin Credit. CheckSmart is not the lender and merely provided the Complainant with access to FirstFin Credits products. CheckSmart cannot respond to the Complainants statements regarding the terms and conditions of the credit product received, payments made, or any other fees associated with this loan. CheckSmart recommends that the Complainant contact FirstFin Credit directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 09/22/2025
[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 accept the business's response to resolve this complaint.
Regards,
Vary GistInitial Complaint
Date:09/15/2025
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.
I paid my title loan off in January 2025 and I never took another loan out on my car and I never received my title I'd call and they was rude and hateful. I never got letters mailed nothing I have a screenshot of where it was paid off and everything now their saying I owe 3 payments but I've never got another loan on my car all I did was try for a personal loan and I was denied I've never had problems with this company and now I am the workers are rude, hateful and just mean and now they texted saying my car is out for repossession and it's not I dont owe them anything I didnt even open another loan. The gentleman that was working that evening don't even work for them anymore and I had to fill out information online for a lawsuit on them for selling and giving out people's information and everything. I just want my title back and I shouldn't have to pay on a loan when I never got another one out I've tried calling them, the customer service people and everything and they don't want to help or listen to anything anyone says to themBusiness Response
Date: 09/18/2025
September 18, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* ********* (Complainant). TitleMax of **************, DBA TitleMax, a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims they paid off their title loan in January 2025 and never took out another loan. They never received their title and states they are now being told they still owe. The Complainant requests a refund.
A review of TitleMax records revealed that on January 7, 2025, the Complainant obtained a loan for $1,911.50 at a storefront in ******, **. The Complainant granted a security interest in a ***************************************** B38596. The loan was contracted to be repaid in twenty-three (23) monthly payments of $377.28 beginning February 14, 2025, with a final payment of $376.43, due January 14, 2027. On April 3, 2025, the Complainant made a payment of $124.57 and refinanced their existing loan of $1,662.78, borrowing an additional $220.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $396.58 beginning May 15, 2025, with a final payment of $395.67,due April 15, 2027.
When the first scheduled payment was not made on May 15, 2025, the account entered a past due status, and a First Notice of Default and Right to Cure was mailed to the address on file on May 27, 2025. Payment history on the most refinance indicates there has been one (1) payment made on the loan that was made on June 3, 2025, in the amount of $813.00. The account would enter a past due status a second time after the minimum payment was not made on July 15, 2025, and a Second Notice of Default and Right to Cure was mailed to the address on ******* date the Complainant has missed three (3) scheduled payments that were due July 15, August 15, and September 15, 2025. The Complainant currently has a past due balance of $1,189.74 to bring the account current but is subject to change due to interest and fees that may be accruing.
At the time of loan origination and refinance, the Complainant signed a Consumer Installment Loan Agreement, Promissory Note and Security Agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the agreement, the *********** acknowledged their understanding of the terms and conditions of the agreement.
Contrary to the claim that they paid off their loan in January 2025, and did not take a loan after, our records indicate that the Complainant paid off a previous loan series on January 7, 2025, however later that same day, they obtained a new loan. Further, at loan origination on January 7, 2025, the Complainant provided their identification, as well as signed a Manual Title Application, and Power of Attorney in the store front. In addition, the Complainant has contacted TitleMax on multiple occasions since loan origination and refinance, acknowledging they owe on the account and promising payment.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no wrongdoing or concern in how the transaction was processed, therefore no refund will be provided. Should the Complainant have any additional questions or concerns regarding their loan, we encourage them to contact TitleMax directly at *************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:09/09/2025
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.
Toyota of Clermont has been reaching out regarding a significant *** discrepancy issue with a vehicle we accepted as a trade-in on June 28, 2025. This vehicle is currently experiencing titling complications with the state of **************. We have confirmed with the state of ************** that the vehicle in question has an active lien with TitleMax.
We have been attempting to contact their specific branch to request a physical *** verification check, similar to the one we have conducted. We have also sent photographic evidence of the physical *** on the vehicle, which is currently located at our dealership in *******.
This *** discrepancy suggests either a typographical error during the original titling process in ************** or a more serious issue such as *** alteration or cloning.
We are simply requesting that TitleMax perform the same due diligence we have by physically verifying the *** on the vehicle associated with your lien.
This step is crucial to ensure that their customer is aware of the situation concerning the vehicle they are driving.
Business Response
Date: 09/12/2025
September 12, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** Of Clermont (Complainant).TitleMax of ********************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that they have been attempting to contact TitleMax requesting a physical *** verification check as there is a titling complication concerning the *** associated with the lien. They request that TitleMax physically verify the *** to ensure that the customer is aware of the situation concerning the vehicle.
To protect the privacy and confidentiality of our customers information, we have strict policies in place that prevent us from sharing any account-related details or information with unauthorized third parties. These policies are designed to safeguard sensitive data and maintain compliance with laws and regulations.Therefore, we cannot disclose specific account-related details or information to the Complainant as they are not listed as an authorized user on any accounts with ***********************.
To address the Complainants claim, it is important to note TitleMax has procedures in place to ensure the vehicle and corresponding title meet the requirements of obtaining a loan. At the time of a loan application, both the vehicle and title are inspected. Customers provide a physical copy of the ******************** showing the vehicles *** and a representative then physically verifies that the *** on the vehicle matches the title. Additional verifications are also done through the *** to confirm ownership and validate the title. TitleMax submits that our records are accurate and cannot find any discrepancies in the lien recorded.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:09/03/2025
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.
I took a loan out with Titlemax I gave them permission to collect payment via *** from my savings account. Now without my permission they have charged me ***** two times 109 one time and I have an additional 2 charges pending for 109 all from my checking account with a debit card I never gave them permission to charge.
I have reached out to the manager they said they have gotten no response. I have reached out to their customer service they are directing me to the store. I asked to speak to their customer service accounting or a different manager nobody will help me. Charging someones debit card without permission is illegal
Business Response
Date: 09/09/2025
September 9, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant).TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they gave TitleMax permission to collect payment via *** but now without permission, they have been charged multiple times with a debit they never gave permission to charge. They request a billing adjustment.
A review of TitleMax records revealed that on July 15, 2025, the Complainant obtained a loan for $600.00 at a storefront in *******, **. The Complainant granted a security interest in a 2016 Jeep Renegade with a VIN ending in D38854. The loan is contracted to be repaid in twenty-three semi-monthly payments of $54.87 beginning July 31, 2025, with a final payment of $54.62 due July 15, 2026.
At the time of the loan origination, the Complainant signed a *************** Vehicle Finance Registration Loan Contract that clearly disclosed the annual percentage rate,finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** addition, the Complainant signed an Optional Loan Payment Authorization authorizing TitleMax to commence recurring payments with their bank account. By signing the agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.
To address the Complainants concern regarding the additional payments processed, records show on September 4, 2025, the Complainant elected to receive a refund via check of $384.09 and their account was also provided a rebate of $54.87. As of the date of this response, the Complainants account is current with the next scheduled payment due September 30, 2025. Should the Complainant have any additional questions they may contact the local storefront at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:09/03/2025
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.
i had a 2500.00 Title loan on my 2016 Kia Rio. With Instaloan /Titlemax.
I have written about this company before and did not resolve complaint.
On September 2nd, 2025, I called Instaloan to inform them I had no longer possession of the Kia Rio. I have up until now been paying anywhere from 300. to 336. per month on this loan. my car was getting older many issues could not afford to fix. We have obtained another vehicle through a dealer in Ocala Florida.
When we consulted with this dealership. we were able to get a vehicle with a cosigner so my spouse and i can make it to physicians appts etc. Well, when i told the salesman what I was paying on this loan, he called Instaloan to ask some questions, However, one was the per diem rate of interest on this loan. The representative according to the salesperson was rude and refused to give him the information to pay off the title loan on the Kia Rio. when figures were calculated we did not estimate that the amount we have been paying added up to 8.000 paid against this loan. For a 2500 loan
i was indeed livid when this was figured out. We were informed this was not a good sign.
Anyway, I called Instaloan myself and told them the dealership agreed to pay off the title loan.
I have spoken to Titlemax myself and was politely told we cannot do anything you need to call Instaloan.
my request is documentation of all payments made to this company and no further contact.
Business Response
Date: 09/08/2025
***************
Thank you for the opportunity to respond to the complaint
filed by ***** ******** (Complainant).
TMX Finance of Florida, Inc., DBA InstaLoan, a member of Community Choice
Financial® family of brands, appreciates the role of the Better
Business Bureau in resolving consumer concerns. We are happy to provide this
response.
To summarize, the
Complainant states they informed InstaLoan that they no longer have possession
of the vehicle and that a dealership was going to pay off the loan, but the
representative was rude and refused to give them information. They claim that
they have paid $8,000 for a $2,500 loan. The Complainant requests all
documentation of payments made and no further contact.
A review of
InstaLoan records revealed that on March 4, 2023, the Complainant obtained a
loan for $1,721.05 at a storefront in Ocala, FL. The Complainant granted
security interest in a 2016 Kia Rio with a VIN ending in ******. The loan was
contracted to be repaid in one (1) payment of $1,788.02, due April 3, 2023. On
March 14, 2023, the Complainant made a payment of $101.29 and refinanced their
existing loan of $1,574.75. The loan was contracted to be repaid in full in the
amount of $2,885.39, due April 13, 2023.
Between April 3,
2023, and August 1, 2025, the Complainant refinanced their loan on thirty (30)
more occasions, borrowing an additional $180.00 total. The current refinance
was completed on August 1, 2025, in which the Complainant made a payment of
$320.00 and refinanced their loan for the remaining balance of $2,539.68. The
loan was contracted to be repaid in one (1) payment of $2,874.00, due August
31, 2025.
Payment history
on the most recent refinance indicates there have been no payments made on the
loan. When the payment was not made on August 31, 2025, the account entered into
a past due status. The Complainant currently has a balance of $2,792.23 but
that is subject to change due to fees and/or interest that may be accruing.
At the time of
loan origination, the Complainant signed a Consumer Finance Loan and Security
Agreement that clearly disclosed the annual percentage rate, finance charge,
amount financed, total of payments and the repayment schedule in accordance
with the Federal Truth in Lending Act and Regulation Z. It is important to
note, under the single pay loan model, it is the expectation of the customer to
pay the loan in full on or before the due date. However, instead of paying the
full amount due, the Complainant chose to only pay the minimum amount due on
several occasions, thereby incurring additional fees.
As outlined in
the agreement regarding how payments are applied to the loan:
“Interest; Application of Payments; Prepayment: “Interest
will accrue daily on the outstanding principal balance. The interest rate is
35.9500 % per year. Interest accrues from the Loan Date until the Loan is paid
in full. Interest accrues based on the number of days elapsed over a 365-day
year Lender calculates and charges interest, including interest on past due
principal, as permitted by Chapter 516 and applicable regulations. If any
finance charge or other fee is held invalid, the remainder shall remain in
effect. To the extent permitted by law, for purposes of determining Lender’s
compliance with the law, Lender may calculate charges by amortizing, prorating,
allocating and spreading. Lender applies payments first to unpaid interest,
then to fees, and then to unpaid principal. The Payment Schedule and Finance
Charge above assume that I make all payments in full on the specified Payment
Due Date. I will owe less interest to Lender if I prepay the Loan or pay early.
If I pay Lender late or do not pay in full, I will owe more interest to Lender.
I may prepay this Loan at any time without penalty.”
By signing the
loan agreements, the Complainant acknowledged their understanding of the terms
and conditions of the loans.
To address the
customer service concern, contrary to the Complainant's claim, our records
indicate that the Complainant contacted InstaLoan on August 15, 2025, and was
informed of the 10-day payoff amount and information concerning how the
contract works. InstaLoan endeavors to assist our customers with all of their
concerns and provide the best service possible.
InstaLoan
believes that the conditions of the loan were clearly disclosed and cannot find
evidence of any wrongdoing. We have updated the Complainant’s account to no
longer receive contact and have sent a copy of the payment history to the
address provided within the complaint. Should the Complainant have any other
questions regarding their account, we encourage them to contact InstaLoan
directly at ###-###-####.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at ****************************.
Sincerely,
Consumer Protection
** *** ***
********** ** *****Customer Answer
Date: 09/10/2025
*************
Everything was not explained to us when we took this loan out, we did not know that the interest was compounded daily, and I questioned and contacted titlemax themselves to explain the situation.
I also asked for a little compassion to lower payments to help us to pay this obligation back quicker, they refused! however, due to my spouse's progressive disease a vehicle was needed to make sure he can get to his drs. The kia was on its way out.
This does not also explain when the dealer asked for per diem interest on the loan they refused to comment as stated before. And the individual who helped us with our new vehicle was treated rudely by the employees at Instaloan.
I also have the name of the individual who made the initial contact with Instaloan when we needed to get another vehicle with family help. Also to reiterate the individual who helped us to get this vehicle, told us that the interest was not in our best interest, it sounded fishy because they would not give them the information needed. and you take out a total loan and pay over 8000 which was quoted to us that we had already paid into this loan I'm not satisfied.
However, they need to be informed that the kia is no longer in our possession and the loan is included in our new vehicles price. which the dealership has included, and they informed me they were going to pay the instaloan off.
Any other information as I called instaloan themselves to let them know of this fact. lastly but not least, I was told the only way to lower the original loan was to pay more each month I was paying over 300 a month with no help from them needs to be directed to them.
The only way to lower the payment was to not pay for the insurance that Titlemax had on the kia as well as us paying for the car insurance.
Unfortunately, are very regretful as the payments took most of our income and tried to ask for help from both titlemax and Instaloan and of course we were denied.
I will not recommend this loan company to anyone and if they do to get all the information about how their interest rates are unbelievably high and transparency on all should be explained to the customer not just bits and pieces.
Thank you, ***** ********,
Initial Complaint
Date:09/01/2025
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.
I came in for a loan and agreed to payments that I thought were going towards the loan I owed. I had no idea that I was only paying interest. 169% interest. I have been paying for a year now. I can not afford to keep paying and am desperate for the balance to be paid in full and my car title back.Business Response
Date: 09/05/2025
September 5, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ********* **** (Complainant). TitleMax of ***********, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they had no idea that the payments were only paying the interest, and they cannot afford to keep paying. They request the payments to stop and their car title back.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on October 22, 2024, the Complainant obtained a loan for $3,528.00 with First Star Financial LLC at a storefront in *************, **. The Complainant granted a security interest in a 2016 ***** HR-V with a VIN ending in ******. The loan was contracted to be repaid in one (1)payment of $4,125.58, due November 21, 2024. However, to the extent the Complainant did not wish to repay the loan in full, they had the option to pay the outstanding interest and fees, refinance the loan, and enter into a new agreement. On October 26, 2024, the Complainant made a payment of $79.68 and refinanced their existing loan of $3,528.00. The loan was contracted to be repaid in (1) payment of $4,125.58, due November 25, 2024.
Between November 1, 2024, and August 28, 2025, the Complainant refinanced their loan on fifteen (15) more occasions, borrowing an additional $1,877.00 total. The current refinance was completed on August 28, 2025, in which the Complainant made a payment of $650.00 and refinanced their existing loan of $4,772.07. The loan was contracted to be repaid in one (1) payment of $4,939.35, due September *******. As of the date of this response, the Complainants account is current.
At the time of the loan origination and each refinance, the Complainant signed a Loan Agreement and Promissory Note and as well as a Credit Services Contract that clearly disclosed the annual percentage rate, finance charge, amount financed,total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. A TitleMax representative also explained the terms and conditions to the Complainant prior to signing. Regarding the Complainants concern pertaining to the interest, Section 2 of the agreement states:
"Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is ******% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year.Lender calculates and charges interest, including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty."
It is important to note that multiple refinances were also completed by the Complainant using TitleMaxs online web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements, the *********** acknowledged their understanding of the terms and conditions of the loans.
Please note that the Complainant entered into a thirty (30) day transaction with TitleMax. Under a thirty (30) day transaction, the expectation is for the customer to pay in full on or before the expiration of the thirty (30) day term. Rather than paying the balance in full, however, the Complainant elected to pay any outstanding interest and fees, refinance the loan, and enter into a new transaction for an additional thirty (30) days on each occasion after that,thereby accruing additional charges. The Complainant has failed to make large enough payments to achieve principal reduction or pay off the account and has elected to refinance multiple times, and on one occasion, borrowed additional funds.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no wrongdoing or concern in how the transaction was processed or how the payments have been applied, therefore the request to cancel the loan and return the title will not be accepted at this time. TitleMax understands that unforeseen circumstances may occasionally arise that result in temporary financial setbacks such that making timely payments are difficult. We encourage the Complainant to contact their local storefront for any additional questions or concerns regarding
their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:08/30/2025
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.
I applied for a pay day loan and immediately realized that it was the wrong bank account. I called cash central and informed them that day, and they said don't worry the bank will send the money back. and it will all be good. This is a complete lie. Cash central is still trying to debit my new debit card with my new bank that isn't even related to the transaction. The manager ***** was completely rude and basically is calling me a liar and offered no resolution. I can't go into ********** because there are none in ********. They wont even mail me a form stating the bank account is closed. Please evaluate the account, I NEVER got the money.Business Response
Date: 09/05/2025
September 5, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). ****************, ****************, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they applied for a loan and realized the funds were going to the incorrect bank account. They claim Cash Central is still trying to debit their card for payment despite them never getting the money. They request a billing adjustment.
A review of Cash Central records revealed that on July 22, 2025, the Complainant obtained a loan for $255.00 online, with an effective date of July 23, 2025. The loan was contracted to be repaid in one (1) payment of $299.98, due August 8, 2025.
Payment history indicates there have been no payments made on the loan. When the payment was not made on August 8, 2025, the account entered into a past due status. A payment was attempted but was returned as unsuccessful on August 12, 2025,resulting in a $15.00 Return Fee. As of the date of this response, the Complainants account currently has a past due balance of $314.98 but is subject to change due to interest and/or fees that may be accruing.
It is important to note that at the time of the loan origination, the Complainant signed a Consumer Loan Agreement that clearly disclosed the annual percentage rate,finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** stated in the loan agreement regarding Loan Proceeds: We will disburse the proceeds of the Loan pursuant to the instructions you included in the application you completed and submitted in connection with this Agreement. You authorize us to make these disbursements as requested by you.
By signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan, including that the funds would be dispersed to the bank account the Complainant provided on their application.
To address the loan proceeds, our records show the loan proceeds were successfully funded to the account on file. **************** attempted to contact the Complainant on two (2) occasions, to advise them to either send in a 30-day bank statement for the account on file showing they did not receive the funds, or to contact the bank to return the funds.
************ believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call **************** at ************** for any additional questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:08/25/2025
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.
I paid off a loan to Titlemax on April 16, 2016. This shows in their records and on my online account with them. The title is still showing a lien on the vehicle. I have called Titlemax several times and have been told to wait 30 days (this happened twice). I have been waiting since June 2025 for the lien to be removed so I may get the title.Business Response
Date: 08/29/2025
August 29, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******** (Complainant). TitleMax of **************,DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they paid off their loan on April 16, 2016, and their title is still showing a lien. They have contacted TitleMax several times and have been told to wait thirty (30) days.
A review of TitleMax records revealed that on March 6, 2015, the Complainant obtained a loan for $2,000.00 at a storefront in ********. The Complainant granted a security interest in a 2002 ****** Highlander with a VIN ending in ******. Payment history indicates there were sixteen (16) payments made and the loan was paid in full on April 8, 2016. It is TitleMaxs policy to return the title along with lien release signatures upon payoff.
A review of our records indicates that a lien release was previously submitted; however, we have submitted a second request for a lien release letter to be mailed to the Complainant at the mailing address provided within their complaint. The Complainant may notify us at **************************** if they do not receive the lien release letter within two (2) weeks from the date of this response.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 09/05/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23795060
I am rejecting this response because:I have received the letter from Title Max however I have NOT seen the lien removed from my title from the Illinois Secretary of State nor received the title in the mail as promised via phone.
Regards,
***** ********Business Response
Date: 09/18/2025
September 18, 2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ***** ******** (Complainant).
Regarding the Complainant's request for return of title,TitleMax records revealed on April 8, 2016, the title along with applicable lien release signature was provided to the Complainant when they paid the loan in full. To be clear, TitleMax is not in possession of the Complainants title,therefore, it cannot be sent to them. In order to remove the lien from their title, the Complainant must take the no interest letter he confirmed receiving to the ************************************* to remove the lien and pay any fees associated with obtaining a title free and clear of any liens. TitleMax considers this matter fully addressed and closed.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:08/23/2025
Type: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 for $255 ($300 payable) due to a financial emergency. The due date was the previous week, Aug 14. The arrangement was that if I did not go to the store, the payment would be deducted from my account. The company failed to pay out of my account as of Aug 15. When I went to their site to pay manually, the indication was that the loan WAS paid.
I messaged multiple times to their "customer service" email that they needed to complete the transaction. The messages were ignored.
I was not going to pay manually and then have the payment deducted twice, charging me $600 instead.
On Monday, I received a message that the payment had failed so I went to pay manually and found that they had RAISED THE PRICE.
I paid the agreed upon $300 and the company had ADDED $15. I messaged the company to remove the new extra charges. They ignored my messages and continued to send collection messages as if I was going to essentially GIVE them $15 extra dollars to fix THEIR error. They continuously ignored me and tried to collect anyway.
They were told that if this was not resolved in my favor by Friday Aug 23, I would complain to the BBB.
Business Response
Date: 08/28/2025
August 28, 2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by **** ******** (Complainant).******************, DBA Speedy Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize the Complainant states their loan was to be deducted from their account, but the company failed to do so. They state they manually made the $300.00 payment but discovered that the company added $15.00 and are requesting a billing adjustment.
A review of Speedy Cash records revealed that on July 14, 2025, the Complainant obtained a loan for $255.00 online at **********************************. The loan was contracted to be repaid in one (1) payment of $300.00, due August 14, 2025.
At the time of loan origination, the Complainant signed a Deferred Deposit Agreement &Disclosure Statement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. The documents signed by the Complainant included the Optional Loan Payment Authorization, giving Speedy Cash authorization to process payments electronically through their debit card and bank. By signing the loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.
Payment history indicates there has been one (1) payment made on the loan. On August 1, 2025,the scheduled payment of $300.00 was attempted via debit card on file but was declined. An ACH payment was then attempted for the same amount; however, it was returned on August 18, 2025, and the account entered a past due status.Consequently, the account was assessed a $15.00 Return Item Fee which made the total balance owed $315.00. On August 18, 2025, the Complainant made a payment of $300.00 leaving a balance owed of $15.00.
As stated in the signed agreement regarding Returned Check/ACH Authorization Charges;
If, after deposit, your Check/ACH Authorization is returned to us unpaid, you will be charged a one-time returned check charge of $15.00.
Speedy Cash believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed or any charges assessed. However, as a gesture of goodwill, on August 27, 2025, Speedy Cash waived the $15.00 Return Item Fee making the balance owed $0.00. Should the Complainant have any additional questions or concerns regarding their account,we encourage them to call our *************************** directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 08/28/2025
[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 accept the business's response to resolve this complaint.
Regards,
**** ********Initial Complaint
Date:08/21/2025
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.
BBB transcribed from hard copy complaint form:
I went on 6/10/25 fpr a loan. Everything that was told to me was a lie. ********* told me if I paid double it wouldn't be so much for the lost payment. I did I paid 600 for July & August. However, their still saying I owe ********. I was shocked since I jsut borrow *******. I went in today 8-14-24 and she (*********) called manager. The manager threaten to call police if we didn't leave. Title Max is charging the customer very high interest rate. The total amount they said after paying loan will be ********. This is highway robbery.
Business Response
Date: 08/27/2025
August 27, 2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by **** ******** (Complainant). ******** of ***********, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states everything they were told is a lie and were told that if they paid double, the last payment it would not be so much. Despite making payments, they were told they still owe $1,274.16. In addition, they claim that when visiting the store location, they were threatened with police. They request to be offered a better settlement.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing, unaffiliated lenders. ******** services the loan but is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on June 10, 2025, the Complainant obtained a loan for $1,633.00 with First Star Financial, LLC at a storefront in *******,**. The Complainant granted a security interest in a 2010 ***** IS 250 with a VIN ending in ******. The loan was contracted for a total of five (5) payments due monthly beginning July 10, 2025, with the first fees and interest payment being $322.36, followed by three (3) fees and interest payments of $330.41, with a final payment of $2,031.48, which represents the final CSO fee along with the principal and interest to the lender, due November 10, 2025.
A review of the payment history indicates that there have been two (2) payments made on the loan totaling $1,200.00. As of the date of this response, the Complainants account is current with the next scheduled payment due September 10, 2025.
At the time of loan origination, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and ********************** a ******** representative explained the terms and conditions of the loan. By signing the agreements, the *********** acknowledged their understanding of the terms and conditions of the loan.
As stated in the agreement concerning Interest; Application of Payments; Prepayment:
Interest will accrue daily on the outstanding principal balance. The interest rate is ******% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest,including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect.Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Dates. I will owe less interest to Lender if I prepay the Loan or pay early. If I pay Lender late or do not pay in full, I will owe more interest to Lender. I may prepay this Loan at any time without penalty.
Please note that the Complainant has paid additional amounts on both payments made to date, and $576.34 has been applied directly to their principal balance. In addition, as a result of the larger than minimum payments made, the Complainant has made a significant reduction in their CSO fees, as well as the last payment on the loan. ******** has also posted all payments in accordance with the Application of Payments statement within the agreements.
Concerning the Complainants visit to the storefront, TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible.Thank you for bringing this to our attention. We have forwarded this issue to management who will be taking appropriate action as needed.
TitleMax believes that the conditions of the loans were clearly disclosed and cannot find evidence of any wrongdoing, therefore, a settlement will not be offered. Should the Complainant have any further questions regarding their account, we encourage them to contact TitleMax at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************
Community Choice Financial, Inc. is BBB Accredited.
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