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
- 447 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:11/25/2025
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 was recently hospitalized my payment for my tile max payment was due on the 17th of this month. I called them while Im in the to let them know. She seems to me like they dont care over the phone so I could go in once I get discharged. They tell me its X amount of dollars mind you Ive never missed a payment. I was never late in the past year that Ive dealt withyou guys. Im a pretty good customer for the most part.
They told me theres nothing that they can do and I can just wait till my vehicle gets repossessed. That is their first statement to me.
I proceed to make phone calls to try and get this resolved. I have called numerous times spoken with the resolution team and nothing has been No one has reached out to me. No one has tried to get this resolved mind you when I was speaking to them about my account, they decide to get on the phone and speak to somebody else in a different language about my account. I do not know what they are talking about my account whatsoever. It is rude. It is disrespectful. It is my personal information and I do not appreciate somebody else speaking in a different language about my account to somebody else. I have no idea who theyre talking to.
I want this resolved immediately.
Business Response
Date: 11/26/2025
November 26, 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 that due to being hospitalized, they were unable to make their payment, which was due on the 17th of this month. They have called on numerous occasions to reach a resolution; however, no one has contacted them. In addition, the Complainant claims an associate was rude and disrespectful, as they spoke to another associate in a different language, during a telephone conversation. The Complainant requests this to be resolved immediately and a refund.
A review of TitleMax records revealed that on September 18, 2024, a loan was obtained for $300.00 at a storefront in ******, **. The Complainant granted a security interest in a 2021 ***** CMX500 with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $52.10 beginning October 18, 2024, and a final payment of $51.02 due September 18,2026.
Payment history indicates there were fourteen (14) payments made on the loan. When the payment was not made on November 18, 2025, the account entered into a past due status.However, the Complainant paid off the remaining balance of $114.03 on November 25, 2025, and a lien release was submitted. The title will be mailed to the Complainants mailing address on file.
It is important to note that at the time of the loan origination, the Complainant signed a *************** Vehicle Finance Transaction 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 **************** signing the agreement, the *********** acknowledged their understanding of the terms and conditions of the loan. ******** encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further,customers may cancel the agreement by returning an equivalent amount of cash to us by the close of business on the business day following the date of the agreement.
Regarding the Complainants claim of no one contacting them, on November 25, 2025, the district manager called the Complainant and made contact.
Concerning the language used during a telephone call, TitleMax is committed to treating its valued customers in a fair, honest, and transparent manner. ******** reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
TitleMax endeavors to assist our Customers with all of their concerns and provide the best service possible. We sincerely apologize for any poor customer service or frustration they may have experienced. We have forwarded the Complainants concern to management to investigate and act accordingly. Should the Complainant have any other questions or concerns regarding their account, 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:11/24/2025
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.
Hello I have a title loan and Im behind. I reached out when was I an accident and had no income due to a concussion. I struggled to make the payment. They wouldnt let me pay anything telling me I couldnt pay partial so the fees kept adding daily and other payments hit my account which left me with nothing.
I reached out to corporate and was told once the payment was made I would have 30 days to make the next payment. That did not happen. Once I made the payment they said I didnt sign the paperwork online after the payment was made.
I reached out to the store who told me I was basically being charged for additional late fees because no paperwork was signed.
I reached out 2 days later because they were closed. I had to pay over $1600 and then was expected to pay another $850 in a week. I am now late and past due again because of the shutdown and I had no income.
I need to know my options and what can be done. I was lied to and feel like I was taking advantage of and I was told I should have reached out directly to the store instead of the department that was calling me.
I want to be reimbursed for the additional money they charged me that wouldve taken care of my November payment. I need help please.
Business Response
Date: 11/26/2025
November 26, 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 their title loan became past due after they were unable to make their payment due to a loss of income. They allege the lender would not allow them to make partial payments, resulting in the account accruing additional fees. They state they were informed that once they made a payment,they would have thirty (30) days to make the next payment, however they were then informed that they did not sign the online paperwork and were advised they were charged additional late fees due to the unsigned paperwork. The Complainant reports paying over $1,600.00 and they were expected to pay an additional $850.00 within a week. The Complainant believes they were taken advantage of and lied to, and requests to
know their options, and requests reimbursement for the additional amounts charged.
It should be noted that contrary to the Complainants statement of obtaining a loan, ******** operates and advertises as a pawnbroker in accordance with Georgia law and does not issue traditional loans. Under a **** transaction, the entire balance of the **** becomes due in thirty (30) days. However, to the extent they chose not to pay the amount in full, they could, at a minimum, pay any outstanding charges and interest to either refinance the **** and enter into a new agreement or extend the existing transaction.
A review of TitleMax records revealed that on October 4, 2024, the Complainant obtained a **** for $518.00 at a storefront in *****, **. The Complainant granted a security interest in a 2016 ****** Maxima with a VIN ending in ******. The **** was contracted to be repaid in one (1) payment of $616.37, due November ******. On October 11, 2024, the Complainant made a payment of $22.95 and refinanced their existing **** of $518.00, borrowing an additional $750.00. The **** was contracted to be repaid in one (1) payment of $1,496.11, due November 10, 2024.
Between November 1, 2024, and January 14, 2025, the Complainant refinanced their **** on six (6)more occasions, borrowing an additional $5,400.00 total and completing four (4)extensions. The current refinance was completed on May 20, 2025, in which the Complainant made a payment of $84.69 and refinanced their **** for the remaining balance of $3,387.50, borrowing an additional $3,280.00. The **** was contracted to be repaid in one (1) payment of $7,500.94, due June 19, 2025,before four (4) extensions were granted.
Payment history on the most recent refinance indicates the Complainant paid to extend the **** on four (4) occasions and made one (1) partial payment. The last extension payment was received on October 3, 2025, in two separate transactions totaling $1,666.74 which granted a repayment date of October 17, 2025. A partial payment of $200.00 was received on the following day. When the payment was not made on October 17, 2025, the account entered into a past due status. The Complainant currently has a past due balance of $8,113.68 but is subject to change due to interest and/or fees that may be accruing.
At the time of **** origination and each refinance, the Complainant signed a **** Transaction Disclosure Statement 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 that a TitleMax employee explained the terms and conditions to the Complainant at **** origination and the Complainant also had ample time to review the documents. Further, our records indicate the Complainant has utilized the customer portal on several occasions to complete the refinances, which allowed them to review and sign the **** documents at their own pace to ensure full understanding of any and all documents presented to them prior to signing. In addition, the Complainant previously had this same type of **** transaction for a separate series of pawns since 2015.Furthermore, the agreement includes notices on Extension and Continuation which states:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued and the Maturity Date will be extended. If you request additional funds as part of your extension request, then you will be required to enter into a new **** Transaction Disclosure Statement and Security Agreement. This Agreement remains in full force and effect during any extension and continuation.
By signing the agreement the Complainant acknowledged their understanding of the terms and conditions of the ****.
Please note that under a 30-day ****, the expectation is for the Customer to pay in full on or before the expiration date. Rather than paying the balance in full, the Complainant elected to pay the outstanding pawnshop charges and interest and enter into a new **** transaction for an additional (30) days on multiple occasions, including borrowing additional funds on multiple occasions, and completing multiple extensions, thereby accruing additional charges. The Complainant was also late in making their payment on several occasions, which caused the **** to accrue additional interest as well as expired fees.
******** encourages customers to use this product as a short-term financial solution.The balance may be paid back at any time with no penalty for early payoff.******** is committed to treating its valued customers in a fair, honest, and transparent manner. ******** reasonably ensures that its development, delivery,and servicing of products will not result in an act or practice that is unfair,deceptive, or abusive.
******** submits that all payments and fees were properly applied to the account in accordance with the **** agreement. We believe that the conditions of the **** were clearly disclosed and find no discrepancy or concern in how the transaction was processed. Therefore, the request for reimbursement will not be granted. If the Complainant has any further questions or concerns regarding the account, 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:11/19/2025
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.
In 2022, I took out a $4,000 loan with ********. As of November of 2025 I have paid back $14,000. There is still a balance of around $2,000 showing due. In September of 2025, I called corporate about making a settlement payment since *** paid more than the loan amount I took out. They told me they could not help me and to call the store I received the loan from.
I called the store on ********* **** in **********, ** and spoke to ****** (***). I asked if we could do a settlement since I have paid $14,000 on a $4,000 loan. My account was current at the time of this call. He told me that he would have to call corporate to see if we could work something out. He told me not to make any additional payments until he spoke to me. He stated he would call back in a week. *** never called back.
I did receive calls from titlemax about the past due payments from other people. Its now November and *** just called me today to let me know that my vehicle would be repossessed. I told him that he was supposed to call me back and I never heard from him about the settlement. He stated that he was not talking to me about that and that the car would be repossessed. I continued to try to talk about the settlement and he said he would not talk to me about anything regarding that.
I called corporate to help. They stated they couldnt and I would have to handle it with the store.
Business Response
Date: 11/24/2025
November 24, 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 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 obtained a $4,000.00 loan with TitleMax and have paid back $14,000.00 with an approximate remaining balance of $2,000.00. They report discussing a possible settlement with the storefront in September of 2025 and were informed they would receive a follow up, which they claim never occurred. The Complainant states they received calls regarding the past due payments from another associate, and they were informed in November that their vehicle was out for repossession, with no further discussion regarding the settlement request. The Complainant is requesting a billing adjustment.
A review of TitleMax records revealed that on August 4, 2022, the Complainant obtained a Line of Credit at a storefront in *********, **, with a credit limit of $4,000.00 and requested $4,000.00 as an initial advance. The Complainant granted a security interest in a 2018 ******* Elantra with a VIN ending in ******. The first payment of $356.81 was due on September 5, 2022, and a second payment of $583.60 was due on October 5, 2022.
A review of the payment history indicates thirty-seven (37) payments have been made on the loan. When the payment was not received on September 5, 2025, the account entered into a past due status. The Complainant currently has a past due balance of $3,233.32 but is subject to change due to interest and/or fees that may be accruing.
At the time of origination, the Complainant signed a Secured Line of Credit Account Opening Disclosures and Account Opening Acknowledgement that clearly discloses the annual percentage rate in accordance with the Federal Truth-in-Lending Act and ****************** credit involves billing periods and reoccurring minimum payments of interest and principal based on the balance of the loan. ******** encourages customers to pay more than the minimum payment amount to minimize the amount of interest and customary fees they may incur. Customers may prepay any outstanding principal amount and billed interest and customary fees owed on their account in whole or in part at any time without penalty. ******** encourages customers to use this product as a short-term financial solution.
Addressing the Complainant's claim that they did not receive a follow up telephone call regarding the settlement inquiry, our records indicate that a TitleMax store employee attempted to contact the Complainant between September 17, 2025, and September 19, 2025, however their efforts were unsuccessful. TitleMax was ultimately able to contact the Complainant on November 18, 2025, to advise them that their account was past due and their vehicle was at risk of being repossessed.
TitleMax believes that the condition of the loan was clearly disclosed and finds no evidence of wrongdoing. However, as a gesture of goodwill, ******** is offering a settlement of a one-time payment for $2,000.00, due by December 24, 2025. To accept this settlement, we request that the
Complainant contact their local TitleMax storefront at ************** to make arrangements to sign the settlement and release agreement.
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:11/14/2025
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.
LOAN PAYMENT OF $36.00 TAKEN FROM MY KEMBA CU ACCOUNT ON 11/12/25 WITHOUT APPROVAL. I HAVENT TAKEN OUT A PERSONAL LOAN IN YEARS FROM CHECKSMART. THEY HAVE MY ROUTING NUMBER AND ACCOUNT NUMBER.Business Response
Date: 11/18/2025
November 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). 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 a payment of $36.00 was taken from their bank account on November 12, 2025, without approval. They claim they have not taken out a loan with CheckSmart in years and request a refund.
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
*******************Initial Complaint
Date:11/12/2025
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.
The collection agency added a new balance after I had already disputed the account.Business Response
Date: 11/18/2025
November 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). ********** 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 that the collection agency added a new balance after they had already disputed the account and request for this to be removed and correction to the ongoing error. They also request debt validation of the debt.
A review of Speedy Cash records revealed that on April 8, 2022, the Complainant obtained a loan for $800.00 online. The loan was contracted to be repaid in eleven (11)monthly payments of $203.64 beginning March 30, 2022, with a final payment of $203.65, due February 28, 2023.
On February ******, a settlement payment of $700.00 was received and on February 12, 2024,the account was updated to reflect the loan was paid in full. As the loan is paid in full, Speedy Cash is not reporting the account to any ********************** bureaus. If the complainant sees inaccurate reporting on their credit, we advise them to dispute the inaccurate information directly with the credit bureaus.
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:11/12/2025
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.
On 9/15 a payment was made to Speedy Cash in the amount of $164.92 which to this day is not showing on my account. I have contacted this company multiple times only to continuously be transferred because no one could assist me. I've emailed my bank statement showing said payment on 4 difference occasions and receipt has been acknowledged but not credited to my account.Business Response
Date: 11/17/2025
******************
Thank you for the opportunity to respond to the complaint
filed by ***** ******* (Complainant). A Speedy Cash Car Title Loans, LLC, 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 claims they have provided bank statements showing a payment, but it
has not been credited to their account. They request a billing adjustment.
A review of
Speedy Cash records revealed that on May 5, 2025, the Complainant obtained a
loan online for $900.00. The Complainant granted a security interest in a 2013
Mazda CX-5 with a VIN ending in ******. The loan was contracted to be repaid in
twenty-five (25) biweekly payments of $82.99 beginning June 13, 2025, with a
final payment of $83.17, due May 29, 2026.
Payment history
indicates there have been six (6) payments made on the loan. When the minimum payment
was not received on August 11, 2025, the loan entered into a past due status.
On September 12, 2025, the Complainant agreed to a Promise to Pay arrangement,
however, on September 14, 2025, the arrangement was broken due to nonpayment.
On September 15, 2025, a debit card payment was attempted in the amount of $248.97,
however it was declined.
After further
review Speedy Cash confirms that no payment was received on September 15, 2025,
therefore there will be no billing adjustment made. As of the date of this
response, the Complainant's account is in good standing. Speedy Cash endeavors
to assist our customers with all of their concerns and provide the best service
possible. If the Complainant has any further questions or concerns, we
encourage them to contact their local Speedy Cash 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 [email protected].
Sincerely,
Consumer Protection
** *** ***
********** ** *****Initial Complaint
Date:11/10/2025
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.
We took out a loan with TitleMax and ever since they have continuously lied about the terms and conditions of loaning, continuously trying to get us to reloan extra amounts of money one day and the next day receiving a call from a different employee stating we would need to pay the full amount off first.
We understand it is a car title loan but it feels like they are being very sneaky and changing the loaning terms and conditions. They also got us to sign the loan under false pretense and promises and immediately went back on their word as soon as we accepted the loan amount.
They have been everything except helpful, are quite rude and i think need to be investigated further. They have no BBB accreditation or ANYTHING making them seem legitimate.
They are trying to entrap their customers in an endless cycle on purpose and are NOT telling each individual loaner the ENTIRE TERMS and CONDITIONS of loaning through them. Nor are they being truthful in lending.
Business Response
Date: 11/17/2025
November 17, 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,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 have been continuously lied to about the terms and conditions of the loan they took. They claim they were advised of the entire terms and conditions and request an explanation of charges.
Based on the information provided within the complaint, we are unable to identify a customer account with *********************** without obtaining further identifying information. If you believe you have an account with ***********************, you are encouraged to contact TitleMax directly at ************** to provide further identification so that any existing account may be located, and an appropriate investigation can be conducted.
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:11/08/2025
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.
On August 18, 2025, TitleMax of Arizona, Inc. issued a $17,500 vehicle title loan secured by my fully owned 2023 Volkswagen Golf R at an annual percentage rate (APR) of 119.87%. In October 2025, the vehicle was sold to a dealership, which contacted TitleMax for the payoff amount. TitleMax quoted $22,186.74, which was paid in full by cashier’s check and received by TitleMax on October 31, 2025 (FedEx Tracking #************).
Despite confirmed delivery of the payoff, TitleMax has provided no written acknowledgment, account closure, or lien-release confirmation as required under Arizona law. Multiple phone calls were made to the branch and customer-service lines between October 31 and November 7, but no written response was received.
Additionally, the payoff amount was more than $4,600 above the principal, even though the loan was repaid within 70 days. A reasonable high-risk rate (approximately 25% APR) would result in about $839 in interest. The excessive charge and lack of communication appear to violate Arizona’s consumer-lending and lien-release statutes.
I have filed complaints with the CFPB, Arizona Attorney General, and Arizona Department of Financial Institutions. I am requesting a refund of $3,850 in excessive interest and immediate lien release.Business Response
Date: 11/14/2025
****************
Thank you for the opportunity to respond to the complaint
filed by ******* ******* (Complainant). Titlemax of Arizona, Inc., 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 sold their vehicle to a dealership in October 2025.
They claim the dealership paid the account in full by cashier’s check, which
was received by TitleMax with no written acknowledgement, account closure, or
lien release confirmation. The Complainant also states the payoff amount was
$4,600.00 more than the principal and believe the excessive charge and lack of
communication violate Arizona’s Consumer Lending and Lien Release Statutes.
They are requesting a refund of $3,850.00 for excessive interest and an
immediate lien release.
A review of
TitleMax records revealed that on August 18, 2025, the Complainant obtained a
loan for $17,500.00 at a storefront in Casa Grande, AZ. The Complainant granted
a security interest in a 2023 Volkswagen Golf R with a VIN ending in ******.
The loan was contracted to be repaid in forty-seven (47) monthly payments of
$1,772.28, beginning September 19, 2025, with a final payment of $1,771.76, due
August 19, 2029.
Payment history
indicates no payments have been made. When the minimum payment was not received
on September 19, 2025, the loan entered into a past due status and a late fee
of $88.61 was assessed to the account balance. On November 4, 2025, a payment
in the amount of $22,186.74 was applied, paying the loan in full. TitleMax
spoke with the Complainant on November 7, 2025, and informed them that the
payoff had been posted and advised that the lien release would be submitted the
same day, which could take up to twenty-four (24) hours to reflect.
An electronic
lien release was processed on November 7, 2025, with a request for the clear
title to be mailed to ******* **** *********. At the time the payment was
applied, the total account balance was $22,160.40, resulting in an overpayment
of $26.34. Therefore, a refund has been issued via check and will be mailed to
the address on file. Please allow ten (10) days for receipt.
It is important
to note that at the time of the loan origination, the Complainant signed a
Secondary Motor Vehicle Finance Transaction 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. TitleMax personnel explained the terms and conditions of the loan
and the Complainant had ample opportunity to review the documents before
signing. In addition, the agreement includes notices on Interest;
Application of Payments; Prepayment which states:
"Interest will accrue daily on the outstanding principal
balance. The interest rate is 119.8800 % per year (which is based on a monthly
rate of 9.9900 %). Interest accrues from the Loan Date until the first to occur
of (a) the Loan is paid in full, and (b) the day that is 90 days after the
final Payment Due Date. 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 Arizona Revised Statutes § 44-281 et seq. 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 pay all installments in full on the Payment Due Dates. I will owe less
interest if I pay early or prepay. If I pay late or do not pay in full, I will
owe more interest. I may prepay this Loan at any time without penalty.
“Interest” as used in this Contract means the “secondary motor vehicle finance
rate” for purposes of Arizona Revised Statutes § 44-281 et seq."
By signing the
agreement, the Complainant acknowledged their understanding of the terms and
conditions of the loan. TitleMax encourages customers to use this product as a
short-term financial solution. The balance may be paid back at any time with no
penalty for early payoff. Further, customers may cancel the agreement by
returning an equivalent amount of cash to us by the close of business on the
business day following the date of the agreement.
In response to
the Complainant’s claim that they find the interest to be excessive, TitleMax
ensures that all fees and interest charged are in compliance with all
applicable State and Federal laws and regulations.
We believe that
the conditions of the loan were clearly disclosed, and we find no discrepancy
or concern in how the transaction was processed. We assert that all amounts due
were in accordance with the terms and conditions of the loan agreement.
Therefore, the refund request of $3,850.00 will not be granted. Should the
Complainant have any further questions regarding the account, 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
** *** ***
********** ** *****Customer Answer
Date: 11/17/2025
their response is incomplete, inaccurate, and contradicted by
documented evidence. Below is the full and accurate account of what occurred. I
am willing to testify under oath to every fact stated.
1. The loan I electronically signed was
NOT the loan TitleMax printed and gave me. On August 18, 2025, the employee showed me a digital
contract on her computer. The payment amount shown and verbally explained was approximately $1,000 per
month. That is the agreement I believed I was signing. After I signed electronically, TitleMax printed a
completely different contract showing:Payments
of $1,772.28 per month
Different
totals
Different
APR disclosures
A
different repayment scheduleI was never shown these printed terms before signing. This is contract switching and fraudulent inducement.
1A. Because I wear bifocals, I could not
clearly read the electronic screen and relied entirely on the employee’s verbal
explanation. The text was small, and I could not comfortably read
the screen without adjustment. The employee did not zoom in, slow down, or offer a printed copy first. I trusted her explanation. I did NOT knowingly agree
to a $1,772 payment.
1B. I did not discover the $1,772 payment
until the first payment was approaching. I opened the envelope for the first time shortly
before the first due date and was shocked to discover the payment had been
switched to nearly double what I was told. If I had known this at signing, I would have refused
the loan immediately.
1C. I could not afford the switched
payment, which forced us to sell our only asset with equity. The reason no payment was made is simple: I never agreed to $1,772 payments, and could not afford them.
Because TitleMax switched the terms, we were forced to
sell the car — our only asset with direct equity — just to escape a loan we
never knowingly accepted. This was a direct result of TitleMax’s deceptive
practices.1. TitleMax’s claim that they “explained
the contract” is false. They explained the screen version — not the printed
version. The printed version was changed after the electronic signature was
obtained.2. Their payoff math contradicts their own
APR and the numbers on my borrower receipt. TitleMax claims the overpayment was only $26.34.But my Borrower Receipt (dated 11/04/2025) shows:
Interest
charged: $4,483.18
Other
fees: $177.22
Total
payoff: $22,186.74
This contradicts their narrative and requires
independent review.
An APR of 119.87% accruing daily for under 74 days
cannot mathematically produce only $26 in surplus.3. TitleMax did NOT call me on November 7.
Their statement is false.
I received no call, voicemail, or message of any kind
from TitleMax at any time from during this process.4. TitleMax delayed posting my payoff even
after receiving it.FedEx delivered the cashier’s check on:
October 31, 2025
But TitleMax did not post the payment until:
November 4, 2025
They charged interest during this 4-day delay.
This was improper interest after tender and caused financial harm.
My Borrower Receipt stamped 11/04/2025 proves this.
5. TitleMax lied when they stated they
released the lien on November 7.
Their BBB response claims:
“An electronic lien release was processed on November
7, 2025.”
This is false.
? ADOT Report – 11/06/2025
Lien STILL active.
? ADOT Report – 11/08/2025 at 2:21 AM
Lien STILL active.
? Lien Release Acknowledgement – 11/07/2025
Says:
“The state had not yet confirmed that the lien release was processed.”
This proves their statement was untrue.
The lien was NOT released on November 7.
It was only released later on November 8, AFTER I
filed regulatory complaints.6. TitleMax released the lien ONLY after I
filed complaints with BBB, CFPB, AG, and AZDIFI.
For days they ignored:
my
calls
my
hardship
my
pleas for urgency
But once multiple agencies were notified, the lien was
suddenly released.
The timing is undeniable.
7. TitleMax ignored our severe financial
hardship.
I repeatedly explained:
our
family was in crisis
the
payoff was urgent
we
were at risk
we
needed immediate confirmation
They ignored everything until regulators intervened.
8. I formally request the following
evidence from TitleMax:
A. The exact electronically signed contract
— with audit trail, timestamps, and signature
certificate.
B. Full payoff & daily interest calculation logs
— showing how $4,483.18 accrued in under 74 days.
C. Call logs or recordings for the alleged Nov 7 call
D. ELT (Electronic Lien Title) timestamp logs
9A. I also request the in-store signing
video from August 18, 2025.
The footage will show:
what
appeared on the screen
whether
disclosures were reviewed
the
employee folding the printed contract
the
lack of explanation given to me
This footage is well within TitleMax’s retention
window.10. Additional Evidence of Bad Faith:
TitleMax responded IMMEDIATELY to the BBB but ignored me for 14 days.
Here is the clearest evidence of all:
Ignored:
Oct
31 ? Nov 4: payoff not posted
Oct
31 ? Nov 8: lien not released
No
acknowledgment of overpayment
No
help, no calls, no updates
Instant Response When BBB Contacted Them:
On November 14, TitleMax suddenly found time to:
write
a full BBB response
print
a refund check
seal
an envelope
stamp
it
mail
it
The check and envelope are dated and postmarked
November 14.
Their behavior shows they can act quickly — they
simply chose NOT to until their reputation was on the line.
11. TitleMax concealed the overpayment for
10 days and only issued a refund to protect themselves.
TitleMax had all payoff details on November 4, yet:
they
said NOTHING
they
issued NO refund
they
provided NO communication
they
waited until after the BBB contacted them
The refund check is:
delayed
reactive
manipulative
insulting
and
clearly intended to create the appearance of correctness
Cashing the check could be interpreted as agreeing
with their version of events.
This is a known tactic used to limit consumer recourse and is coercive in
nature.
This raises concerns of attempted entrapment and
bad-faith conduct.
12. Summary
This case involves:
contract
switching
concealment
of terms
exploitation
of a vision impairment
fraudulent
inducement
improper
interest accrual
delayed
payoff posting
false
lien-release claims
inaccurate
statements to the BBB
delayed
lien release
financial
hardship
concealment
of overpayment
manipulative
refund tactics
regulatory
violations
I respectfully request this complaint remain open
until all requested documents and video footage are provided for review.
Regards,
******* *******Initial Complaint
Date:11/06/2025
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.
On Oct *******I paid my what was indicated online on my account the amount of $1,105.+ I tried to to sign all papers. I tried it twice because the first time it just stayed "in progress" . I tried it the second time and everything went through all the signing documents went through. It told me that my next payment is scheduled for December 1, 2025.
Then all of a sudden I get a phone call from ***** the office manager that I have an outstanding balance of $77..00 and that I didn't sign anything. I told her what I just informed you and she said that that doesn't show in her computer. She told me that all the computer shows is that I didn't sign.
Mind this this is the second time I have problems with her. The first time she told me to go go in person to the office so she could help me I went she didn't help me. She told me that this new agreement would be better then the old one it's not. She has never helped me. I got this call while in surgery for cancerous tumor on my tongue. Even though I couldn't talk she made me right after having surgery. Because of her making me talk I had to be rushed back to emergency to stop the uncontrollable bleeding in my tongue and she still scheduled me to go in this Saturday to talk with her.
I was not being directed to her supervisor or anyone above her. I have copies of some of the documents that I signed on October 30 2025. I did everything I had to do. Twice because the first time the signing didn't go through. The second time it did go through and they are saying it didn't. It's not my fault there is a glitch. Please help
Business Response
Date: 11/11/2025
November 11, 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 what was due on October 30, 2025, and signed all documents. However, they later received a call stating they did not sign anything and that they have an outstanding balance of $77.00. They request a billing adjustment of $77.00.
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 November 22, 2024, 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 2012 Chevrolet Malibu with a VIN ending in ******. The loan was contracted to be repaid in one (1) payment of $1,943.05, due December 23, 2024. On December 10, 2024, the Complainant made a payment of $311.00 and refinanced their existing loan of $1,502.03. The loan was contracted to be repaid in five (5) monthly payments beginning January ******, with the first fee and interest payment being $266.30, followed by three (3) fee and interest payments being $266.31, with a final payment of $1,829.74 representing the final CSO fee, the principal, and the lender interest, due May 9, 2025.Between December 30, 2024, and September 30, 2025, the Complainant refinanced their loan on six (6) more occasions, borrowing an additional $5,052.00 total.
Regarding the Complainants claims of signing the required documentation to complete the refinance on October 30, 2025, a review of our records indicates that all required documents were not signed.
Concerning the Complainants request for a billing adjustment, the current refinance was completed on November 11, 2025, in which the storefront applied a credit of $86.20 to the account and the Complainant refinanced the loan for the remaining balance of $6,549.74 at the storefront. The loan is contracted to be repaid in full in the amount of $7,593.13 due on December 11, 2025.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transactions were processed. For any other questions or concerns, we encourage the Complainant 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
*******************Initial Complaint
Date:11/04/2025
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 need Titlemax to release the lien on my title, I have proof of my account showing ************************************* has done nothing but give me the run around and the only resolution is to release the title lien on my motorcycle since I've paid more than $7,200.00 on a $2,600.00 loan.Business Response
Date: 11/10/2025
November 10, 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 requests that TitleMax releases the lien on their title, claiming they have proof of a $0.00 account balance. They report paying more than $7,200.00 on a $2,600.00 loan and believe the only resolution is to release the title lien.
A review of TitleMax records revealed that on June 9, 2022, the Complainant obtained a loan for $2,600.00 at a storefront in ******, **. The Complainant granted a security interest in a 2014 *************** XL883L with a VIN ending in ******. The loan was contracted to be repaid in thirty-five (35) monthly payments of $347.81 beginning July 15, 2022, with a final payment of $346.36, due June 15, 2025. Payment history indicates twenty-one (21) payments were made on the loan with the last payment being received on March 18, 2024.
To address the request for a title lien release, our records indicate the Complainants account was updated to reflect a Chapter 7 bankruptcy filing on March 20, 2024. The Complainant subsequently received a Chapter 7 discharge on June 26, 2024. While the bankruptcy discharge removes the Complainant's personal liability for the balance due, it does not void the lien from the vehicle title. However, as a gesture of goodwill, we have electronically released our lien, and the *** will mail the Complainant a new title with our lien removed.
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.
More InformationWhy choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.